Service Request Management
Discussion List
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Internal Note Not Showing in Activity Subview for Service Request object (Redwood)Hi team, I created 3 internal notes under a Service Request in Redwood, but only 2 appear in the Activity subview. The missing note exists in the backend (verified via R… -
Is it possible to Delete Internal and Customer Notes in Service Request?Hi, Is it possible to delete Internal Notes and Customer Notes in a Service Request after they are saved? Currently, once a note is created, we are unable to remove it. …
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Restrict LOV values for EmployeeSummary: In HR Help Desk, we have configured a custom field in application composer which is based on a lookup and and enabled the new field on Service Request pages/lay…
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Are Copy Maps for Service Request not working in Redwood?I modified the Copy Maps for Service to copy the existing Sr Number to a custom Field "SrNumberCopyText". This works fine in ADF layout where the value is populated in t…
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Do server scripts' triggers run before the update of the REST API?We currently have two triggers configured: a trigger for status update on a Service Request and a trigger for Service Request messages. Both triggers are of type AfterTr… -
How to increase number of attachments in a knowledge articleSummary: We have a requirement to increase number of attachments allowed in a knowledge article. Current limit is around 20 attachments. Can we increase this limit? Cont…
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How to auto-assign Action Plans or Checklist based on the category selected in HR Helpdesk ?We are currently looking for a solution where system can auto-assign existing Action Plans or Checklists based on the HR Helpdesk category selected in Helpdesk request. …
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Groovy Script - Defaulting Affected Party to session User when creating an SRContent We are using the 'Affected Party' field during SR creation and would like to default it to the user who is trying to create the SR. I tried to map it to the 'Pri… -
HTML SmartText not AppearingSummary: If I configure a SmartText with HTML enabled, it does not show up in an HR Help Desk Request Content (required): I have been testing our environment to make sur… -
Case Management - Edit Relationship typeSummary: I want to amend the list of Relationship types provided in Case Management. The 'Related To' and Escalated By options are the only values that will be used. Is …
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Oracle Certification migration from Old company email ID to new company mail IDSummary: Hi I recently joined the new organization, in my previous organization I had done the below Oracle Certifications which I need to map to my new company email ID…
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Requirement to Restrict Categories and Layouts in Agent Desktop – Redwood UISummary: We have a requirement in Oracle CX Service – Agent Desktop Redwood UIwhere we need to restrict the visibility of Service Request categories and layouts for agen…
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Add Multiple Products to a Fusion Service - Service RequestSummary: We are looking an option to link the Opportunity revenue line products (multiple lines) automatically to SR, based on the Opty number picked during the SR creat…Arunkrishna Tacharakkal 11 views 0 comments 0 points Started by Arunkrishna Tacharakkal Fusion Service
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Unable to reply to the email received through creating the conversation in Help DeskSummary: I am creating a conversation from the help desk it is working fine, but when i am replying to the email received it is not getting captured in the Help desk req… -
Service Home Page ExtensionSummary: I’m trying to add a metric card to the Service homepage using the sample code attached, but it isn’t working as expected. Could someone please guide me on how t…Prakash Dharamsodh 434 views 25 comments 0 points Most recent by Karyn Kurland-Oracle Fusion Service -
How to Create a Custom APP UI for custom objects in Fusion ServiceAuthor: This How-to article is a contribution from @Sono Chacko-Oracle Overview This article provides a comprehensive guide for Oracle Fusion Service partners and custom… -
Notifying the activity owner of an open activity which is going overdue in the next daysDoes exists some OOTB configuration (or eventually also some customization) which alerts the activity owners, via Notification Bell, if the open activity are going overd…
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Reduce the Summary Side width in new fusion service New UISummary: Hi Team, I want to reduce the summary side and want a detail page as a expanded one without using that collapse and expand button. How can we achieve this. Cont… -
With Internal Service Helpdesk, can we integrate Asset details tagged to employees in the SRSummary: With Internal Service Helpdesk, can we integrate Asset details tagged to employees in the SR. This should integrate the Oracle fixed asset module with Internal … -
Restriction of Knowledge Locals Based On Countries of The EmployeesWe have 9 countries in our project and there are different Knowledge Articles for different countries. How can we restrict those Knowledge Articles for employees so that…
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Outbound Emails from Service Request Not Received by RecipientsSummary: We are encountering an intermittent issue where outbound emails sent from Oracle Fusion Service Request to external recipients via the Smart Actions "Compose Me…
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Queue Assignment routing based on Primary contact Areas of ResponsibilitySummary: We have a client requirement to assign queue to HR requests based on the primary employee contact's areas of responsibility (AoR). I cannot find this attribute …
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IS there any way to display records in table form on SR create page?Summary: We have a requirement where, while creating a Service Request (SR) from the Service Profile, we pass a custom variable through the SR URL to capture the selecte… -
Characters limits for content entered into request Messages and Conversations and SmartTextsSummary: In HR Help Desk, what are the characters limits for content entered into request messages and conversations and SmartTexts? Content (please ensure you mask any … -
Issue with Help Desk SR Contacts After Mass Email MaskingSummary: Hello, After copying our production environment to the test environment and performing mass email masking we noticed an issue in the Help Desk module. The Servi… -
HR Help Desk Metadata Migration to Redwood Help Desk is getting errored outSummary: As part of migration from Classic to Redwood , we ran the first process "HR Help Desk Metadata Migration to Redwood Help Desk" after following all the prequisit…
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Sorting Filter Values in RedwoodHi, Is it possible to sort the available values in Redwood filters alphabetically instead of by count? Thank you, Martina
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How to show Install Base Asset (SCM Object) in Service Request (CX) as Sub tabHi, We have a requirement to show Install base asset as sub tab in Service Request. Service Request resides in CX application, while install base asset in SCM applicatio…
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How to Enable Workflow Preference Fields in Oracle Fusion Service 25DSummary: Hi Team , I was trying enable Triage AI Agent in Oracle Fusion Service , But Unable to see "SVC_ACCESS_CRM_AUTOMATION_AGENT_APIS_PRIV" this role in Roles and pe…