Service Request Management
Discussion List
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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… -
Unable to see Action Plan Catalog in Workflow Creation - HR HelpdeskSummary: Hi everyone, We're trying to configure the Service Request Triage Agent for HR Help Desk. We've completed the documented prerequisites, including: Granted the r…
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Help Desk Redwood: Automating Queue Assignment & Removing Previous Assignee on TransferWe have the following requirements in Oracle Help Desk Redwood: 1. Automatic Queue Assignment We have configured Manage Service Assignment Rules to assign queues based o… -
Need Guidance: HRHD Status Configuration – Nested vs Top-Level StatusesSummary: Content (please ensure you mask any confidential information): Hi all, I’m reviewing status setup in Oracle HR Help Desk. Can we create nested statuses under ex… -
Set Up Service Request Visibility for the users business unit onlySummary we want to do the set up of the SR based on the user Business unitContent we want to do the set up of the SR based on the user Business unit, at the moment oracl… -
Oracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT SurveyOracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT Survey on Ticket Resolution Hello Experts, I have a business requirement to automat…
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Service requests are not assigned to queue on next Gen HelpdeskSummary: Hi , we are working on migrating Classic HR Helpdesk to Nextgen Redwood helpdesk. After completing migration jobs , i can see all queues has been migrated and i…
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How to Hide or Add Fields to SR Landing Page?Summary: We have requirement to hide few columns and add new columns to SR Landing Page Content (please ensure you mask any confidential information): Hello Experts, We …
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"Lifecycle - Handling Times"."Total Handling Time (Work Minutes)" fact Ignores CoveragesSummary: The custom analysis using the fact "Lifecycle - Handling Times"."Total Handling Time (Work Minutes)" from the Service - CRM Service Request Lifecycle subject ar…
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Copy service request failed with JBO-27024While trying to copy the service request got the error i.e., Failed to execute Copy Mapping "Copy Service Request Map". JBO-27024: Failed to validate a row with key orac… -
Routing Service Requests Based on Specific Inbound Email AddressSummary: Hi Team, We have a requirement to route Service Requests to different queues based on the inbound mailbox that received the email. We have multiple inbound mail…
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Help Desk - Assign specific category Service Request to Specific queueSummary: Hello Currently, we have configured the Queue assignments based on employee's Business Unit. example: if User x is from United States BU and submits the ticket,…
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How to add attachment fragment inside service expanded fragment in fusion service cloudSummary: Hi Team, I want to add sr attachment fragment inside CX-SVC_SR-details-expanded fragment. Content (please ensure you mask any confidential information): Version…
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Transfer and Queue Change Internal Notes Not Appearing on Requests After 26BSummary: When a ticket is transferred, we no longer see the Internal Notes that would show to whom the ticket was transferred to. This used to work even if Transfer Note…
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Restriction on L3/L4 category in custom fieldHi Experts We are having requirement to avail L1 to L4 categories. Where we are using L1 & L2 categories in Seeded category field as a hierarchy. and L3/L4 in Select Att… -
Redwood Service Error - Unable to View SR DetailsSummary: Hello, We started getting these errors all of a sudden while opening SRs and we are unable to view most of the information: Any idea as to what might be causing… -
September Interactive Demo Hours: Retention & Delivery Excellence (Service & Field Service)Always live, never recorded! It's that time again. Interactive demo hours are scheduled for September. In this one hour showcase, you’ll get an in-depth look at Oracle's…Kayleigh Halko - Oracle-Oracle 41 views 0 comments 0 points Started by Kayleigh Halko - Oracle-Oracle Fusion Service
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How to configure Service Request Creation Assistant with Chat for creating the Service RequestHi, I am trying to learn the AI agents in that I am working on the Service Request Creation Assistant this agent, Basically this is used to create Service request based …
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Make Internal Notes easily accessible at the top of a ticket for agentsSummary: Hi Everyone, Wanted to check if there is a possibility of having Internal Notes always on top of the ticket whenever an agent opens the ticket in HR Help Desk. …
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Help Desk Categories not bound to Business UnitsOur initial configuration is not using the Multiple Business Units. However, our PPM will be needing to have the Multiple BU enabled, which will affect all our current c…
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Ability to view replaced serial number under asset hierarchyHi team, Could you please confirm my understanding? Suppose there is a PTO model as the asset parent, under that, a child asset is damaged and is replaced by the impleme…
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How to conditionally display/trigger an Action Plan step based on a WO field valueHi Everyone, We have a requirement to configuring an Action Plan Template in Oracle Fusion Service for a Shop Repair workflow and need guidance on implementing condition… -
Object Workflow not working via email ticket creationsSummary: Hi Everyone, We have a requirement to send out an email with the custom message for HR Help Desk Tickets. Employees will send out an email to xxxxx@com and a co…
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Email to Service Request (SR) creationSummary: Hi, I need to create an SR in Oracle Fusion Service from an email in Gmail. I have already completed the below setups: Created a new channel and associated it w… -
FFS - Preventive Maintenance Work OrderSummary: We have enabled Fusion Field Service and as part of it, we want the 'Create Service Work Orders for Preventive Maintenance' to create work orders directly of ty…
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If we delete categories, what will be the impactIf we delete categories in Oracle Fusion HR Helpdesk, what impact will that have on existing service requests/tickets, and what prerequisites must be met before deletion?
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Is groovy script being replaced by Workflow Automation?Summary: I had a very quick question around groovy script and HR Help Desk, we’ve previously used this to automate notifications and update statuses etc, but I know Work…
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How to do mapping between Seeded Category and Custom LookupsHi Experts We have created custom lookup on Request page. And we want to map it with seeded Category field. Category - Seeded Field Category L4 - Custom Lookup