Service Request Management
Discussion List
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Is there any option to remove the URL section from the Attachments area in Service Center Redwood?Summary: We are using Service Center (Redwood UI) and want to allow only file attachments, not URL links. Is there any option to remove the URL section from the Attachme…Venkat Malepati 11 views 4 comments 0 points Most recent by veerendranath pulivarthi-Oracle Fusion Service -
How to create an interview form in case management using Oracle Intelligent AdvisorSummary: We need to create an interview form in case management using Oracle Intelligent Advisor, and we already have access to it. If anyone has experience with this co… -
Is there a way to “recall” an email correspondence sent out from Helpdesk?I would like to know the best practice how to “recall” an email correspondence sent out from Helpdesk by Agent. Agent sent mail using outbound to recipient but sometime … -
What is the best practice for creating a HR Helpdesk integration admin user from HRHD to Servicenow?Summary: Hello, I am trying to create an admin user in order to test connection and set up between HR Helpdesk (clientside) and Servicenow Is there a best practice in or…
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Resolve case / Assign to are not actionable in case managmenetHello, We are facing an issue in Oracle Case Management. On the Case Management Landing Page, the Assign To button is not actionable. Also, on the Case Details page, fro…
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Documentation for create task in internal service requestSummary: Hi All, I would like to explore create task feature in internal service request. Is there any documentation that I can refer. Content (please ensure you mask an…
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Show more field in task (Internal Service Request)Summary: Is anyone know how to show more standard fields or custom fields in the task sessions for internal service request? Content (please ensure you mask any confiden…
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Edit service dashboardHi everyone! How can we configure the Service Dashboard and make new infolets available: We didn't find any documentation about this. Thank you in advance, Martina
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What are the supported Tokens for SVC_EMAIL_ACK_FOR_KNOWN_EMPSummary: I need a list of available tokens I can use in the Manage Messages for SVC_EMAIL_ACK_FOR_KNOWN_EMP. I can see {SR_REFERENCE_NUMBER} is available . What are the …
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Unable to find the option to enable the Knowledge with Redwood User Interface feature.Summary: We are trying to enable the Knowledge with Redwood User Interface feature for Redwood Knowledge in our application. However, we’re unable to find the option to …
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Unable to add Project details on work order charges UISummary: We followed the steps below: Service Request Creation → Work Order Creation → Manage Debrief → Work Order Charges However, we are unable to proceed with enterin…
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automatic queue assignment based on HR help desk category is not workingSummary: I am trying to create assignment rules for automatic queue assignment based on category but when I assign the category, the queue is not getting assigned automa… -
HR Help Desk Command Bar issues since 26A?Summary: Only a few users are having issues with command bar that is not working since 26A update. The full list of actions is not available. Content (please ensure you …
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Restrict Service Request (SR) creation for assets that do not belong to the selected customerSummary: We want to restrict Service Request (SR) creation for assets that do not belong to the selected customer. It would be really helpful if get any help on this. Co…Shruthi Potluri 1 view 2 comments 0 points Most recent by veerendranath pulivarthi-Oracle Fusion Service
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DCL Field Value Becoming Blank When Using Show Field Condition in Redwood Layout (Service Request)Hi, In Redwood layouts (Service Request UI), we are facing an issue where a DCL field becomes blank after saving the record. The DCL field is configured with a Show Fiel…
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When the Help Desk Category is manually changed, do queue change automatically?We have automatic routing turned on with Omnichannel for Next Gen Help Desk requests, but sometimes the reporter/requester misidentify the Category which based on our ru…
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Can we remove the ticket number (service request number) while external contact messageSummary: Is it possible to remove the ticket number (Service request number) while external contact message/communicate in Oracle HR helpdesk system. Content (please ens…
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END OF LIFE NOTICE: Classic Sales and Service Experience in FusionOracle is announcing the retirement of the Classic Sales and Service user experience in upcoming Fusion releases. Beginning with the 26D update, the Classic interface wi…Justin Anderson-Oracle 602 views 6 comments 2 points Most recent by Baburao Bhoyi-Oracle Fusion Service -
Work Order parts section needs to show all the products from PIMIn the work order parts section, we can see the PIM products which has the billing type as 'Material'. We want to change this to show all the PIM products. Where can we …
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Duplicate Assigned To User Showing in Service RequestsHi team, We are seeing two “Kevin Anderson” users in the Assigned To filter for Service Requests. I verified via Postman that all field data is the same (AssigneePersonN…
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A Reusable Approach to Implementing Validations and UI Logic in Fusion Service Redwood📑 This article is estimated to take approximately 8 minutes to read, and can save you hours of implementation and research. You are welcome! 😃 📽️ Before diving into th…Edson Junior, Oracle 3K views 27 comments 3 points Most recent by Edson Junior, Oracle Fusion Service -
Integrating AI Agents in Fusion Service Center to Boost Agent Productivity⚠️ The information below may still be useful as part of the learning curve, but please note that we’ve made this easier in 26A. Check out the new CX Service Action. → ht…Edson Junior, Oracle 1.2K views 7 comments 4 points Most recent by Sono Chacko-Oracle Fusion Service
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Unable to login to new My Oracle Cloud Support PortalThe user is unable to log in to the new My Oracle Cloud Support Portal and is encountering an 'Identification not matched' error. The user is entering the Support Identi…
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SRs newly created under the My Help tile aren't visible under the My Help & HR Service Request tilesSummary: When creating a new Service Request under the My Help tile, the newly created SR is not visible in the My Help tile nor under the HR Service Request tile. Howev…
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Unable to receive verification codeWe have a client whose account is linked to commercial cloud. So, they gave me access to the OCI console. When I go to the commercial option on the support page and logi…
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Can we control the resolution notes and other AI related generated notes such as summarized notesSummary: Can we control the resolution notes and other AI related generated notes in HR helpdesk module? Content (please ensure you mask any confidential information): H…
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Your feedback requested: Frequently used email templatesWe’re exploring how AI-generated email templates can better support agents in delivering consistent and personalized outbound communications in Service workflows. To mak… -
April Interactive Demo Hours: Service AutomationAlways live, never recorded! It's that time again. Interactive demo hours are scheduled for April. In this one hour showcase, you’ll get an in-depth look at Oracle's bes…Kayleigh Halko - Oracle-Oracle 3 views 0 comments 0 points Most recent by Kayleigh Halko - Oracle-Oracle Fusion Service
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How to send SR create page level variables to SR create fragment in redwood Service center?Summary: Is there any option to send SR create page level variables to SR create fragment to use in data fetch at fragment level to create custom table on create page? C…