Service Request Management
Discussion List
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where we can find these field in backend tables?Navigation : My Enterprise > Offerings > Service > Opt-In Features. could you please help me to find the Field as mentioned in the above snapshot? -
Is it possible to send email from service request to email id that is not a contact in Oracle FusionSummary: Is it possible to send email from service request to email id that is not a contact in Oracle Fusion CX B2B Content (required): Version (include the version you…
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HR Help Desk, Service request assign to an agent in the queue but the agent is the RespondentSummary: Our client is using HRHD for complaints of discrimination and civility. If an employee raises an SR and the person they are raising a concern is part of the que…
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23C Oracle Release Update - New Features doubtsSummary: 23C Oracle Release Update - New Features doubts Content (required): Hello, In the context of the new features listed on the 23C update cloud readiness (https://…
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Are Case Management and Knowledge Management available in Redwood UI?Summary: We've already migrated to HR Help Desk Next Gen and we would like to enable Case Management and Knowledge Management. Are these available in Redwood? How to ena… -
Restricting deletion of certain category attachments on the Service request by anyoneSummary: Restricting deletion of certain category attachments on the Service request by anyone Content (required): Hello, We have a business requirement to secure SR att…
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Delete Conversation Message in HCM Help DeskSummary: Delete Conversation Message in HCM Help Desk Content (required): There is a privilege 'Delete Conversation Message' for Next Gen Help Desk Agent role. However, …
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External Employee EmailsSummary: External employees send an email to Fusion to be able to create an SR. System automatically detects that the email is for a specific category and assigns them t…
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How can I be notified when user response to the message in SR?Summary: When composing a response from SR--> Messages, user receives email notification. How can I be notified when user replies to the email? The user reply can be see…
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23C Fusion Service Extensibility Features🚀 23C release is available, and we have an awesome extensibility feature for Fusion Service. Here is the list of new extensions. Extensions you can accomplish by using … -
How to get the current view mode using UI Events FrameworkOverview This tip article demonstrates how to use getCurrentView when integrating a 3rd-party application with Fusion Service. The feature is available in the 23C releas…
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Is it possible to create service request template for outbound communicationSummary: We are sending out outbound queries/communications like probation reminders, mandatory training reminders to line manager or employees using HR Helpdesk, to gen…
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How to quickly create new pages using the service request create fragmentOverview Yes!!! In this tip article, we demonstrate how you can quickly redesign a Service Request Create page, leverage the standard components used by our standard pag…
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'Add Employee' from action bar missing in case managementI have been working on a demo environment from Oracle and 'Add Employee' option is available in the demo environment in Action Bar in Case management. However, when I wa…
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Change Status field when other Service Request Fields are updated by the Primary Point of ContactSummary: Hello experts, We have a requirement to change the Status to In Progress when the Primary Point of Contact updates the Service Request Details(Description box),…
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'My Knowledge' Search Results logicSummary Squencing logic for knowledge articles in the search results on the My KnowledgeContent Can anybody help with sharing the knowledge on the logic followed by the … -
When composing a message in SR, how to populate all email addresses?Summary: Content (required): Auto SRs being generated via Inbound email. When a user sends an email to raise an SR and keep other persons in CC, we can see the icon whic…
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HR Help Desk > Develop Employee Transport RequestSummary: HR Help Desk > Develop Employee Transport Request Content (required): Hello All, Our client employee may require private transportation services to airport, doc…
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In the Absence Entry validation Fast Formula leave deduction is not splitting in different yearsHi experts, Got Stuck in the validation Fast Formula Issue: Leave deduction is not splitting in different years Ideal scenario : (a person cannot take more than 5 days l…
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Need payload to update Customer contact point for the existing Customer via APISummary: I am able to create Customer via API and able to create the contact Points also, but for the existing customer which is not having Customer Contact point for th… -
Agents can manage and modify only THEIR OWN Service Requests?Summary: 1) Would it be possible that Agents can manage and modify only their own assigned Service Requests? 2) Is point 1) doable if Agents are able (and have the role)… -
Credit card capturing & pre-auth on Service requestSummary:Hello, We are interested in collecting credit card information and payment preferences within the context of B2B service requests. Additionally, we aim to incorp… -
How to set custom field with expression that reference related entity fieldSummary: We want to show in the Service Request detail layout the Contact's Annual Income We configure the following: In Service Request created a new custom field Use t… -
How to enable Save Searches for all usersSummary: Content (required): How can we enable Save Searches for all users in Service Request Page? When you save a personalize search, its only available to the user wo…
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AVAYA AIC 7.2 CTI integration with Oracle B2B ServiceSummary: How to integrate AVAYA CTI with Oracle B2B service Content (required): Hi folks, We are starting a new implementation for Contact center where the telephony pro…
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Part details section in Service Request Redwood User experienceSummary: Unable to find 'Part details' section in Service Request Redwood User experience. Content (required): We have enabled the Redwood user experience in the service…
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Extensibility Q&A for Fusion Service Center, Help Desk, and Case ManagementDiscover solutions to frequently encountered challenges in extending Redwood Fusion Service, Help Desk, and Case Management. Explore a continued working list of links to…
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How to Transfer Service Request Data to Generic Work OrderSummary: We would like to transfer the Problem Description from the Service Request to Generic Work Order Content (required): As a part of Business process, there are fe…
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When I create an SR by email and get acknowledgement mail. Will it update SR when I replySummary: Content (required): Version (include the version you are using, if applicable): Code Snippet (add any code snippets that support your topic, if applicable):
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Unveiling the Power of UI Events Framework: A Video Series on how to use UEFOverview We are excited to introduce a series of instructional videos about the UI Events Framework (release in 22D only for Fusion Service Next Gen) aimed at enabling b…