Service Request Management
Discussion List
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Zoom Contact Center with Oracle Fusion Service for CTI integrationSummary: Hello Team, We have a requirement to configureZoom Contact Center with Oracle Fusion Service for CTI integration including both inbound and outbound calling. I … -
How can I set up some form of approval routing or other workflow for Help Desk Service RequestsSummary: We are in the process of implementing Oracle Fusion ERP, SCM, and HCM. Our organization's Maintenance department accepts service requests from Non-Maintenance e…
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List of tasks to be performed after p2t for hr help deskSummary: Hi All, We have a recent P2T refresh happened and would like to know what all things to be re-configured and what processes to be schedule in test environment t…
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Can we enable two-way email in Help Desk only for existing requests but not new request creation?Summary: Our requirement is that we want to allow two-way communication via email for Agents and Primary Contacts on existing Open Help Desk Requests. However, we want t… -
How to create groups in BPM worklistSummary To Create group of users to whom the task should be reassigned in BPM worklist notificationContent Hi All, In BPM worklist bell notification actions there is an …
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cannot identify employee as resourceSummary: Hi, I tried all suggested steps to identify an employee as resource as I need to add two colleagues in a queue: it worked only for one! These two employee have …
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Few emails are not generating helpdesk ticketsSummary: We’ve observed an issue where emails sent to HRhelpdesk@mycompany .com are not consistently creating Helpdesk tickets. Initially, the ticket is not created, but…
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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… -
The Help Desk Request Creator Agent is not visible under the Workflow tab in the 26C patch.Summary: Help Desk Request Creator Agent is not visible under the Workflow tab in the 26C patch. Content (please ensure you mask any confidential information): Version (… -
What is the recommended Oracle chatbot solution after ODA licensing has been sunset?Summary: Seeking Oracle's recommended replacement for Oracle Digital Assistant (ODA) for implementing customer-facing and internal AI assistants integrated with Oracle F…
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Is it Possible to Enable a DFF on the HR Help Desk Agent Page?Summary: Hi everyone, I wanted to check if anyone has been able to enable or create a Descriptive Flexfield (DFF) on the HR Help Desk page that HR Help Desk agents use. …
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When using "Transfer Help Desk Request" action, what is the purpose of "A specific person" option?Summary: When using the "Transfer Help Desk Request" action, there are three options in the field Transfer this Service Request to field. There are three options. I've o…
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Copy Work Order -Fusion Service CloudSummary: Is it possible to implement a copy functionality for Field Service Work Orders similar to that of Service Requests? Content (please ensure you mask any confiden…
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Incorrect flowName page is called when accessing a help desk request assigned to another agentSummary: We have found that when an Agent access a service request that has been assigned to one of the agents (not agent manager) – the ‘employee flow’ page is invoked,… -
Object workflow is not triggering email notifications - MilestonesSummary: Custom object workflow is not triggering email notifications for the Milestone object. Content (please ensure you mask any confidential information): We are usi…
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Help Desk tickets not getting created via email channel all of suddenSummary: Hi All, We are currently having email forwarding rule and tickets are getting created in help desk via email channel. Eg: If any person send an email to abc@xyz…
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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 … -
How does SLA or Milestones works when Service Request Reopened, and add team member within SRSummary: Hello, We would like to know if someone have any insight on below points. How does SLA or Milestone works when help desk user Reopened the Service Request? if t…
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Security for Internal Service Request Data for Each UserSummary: Dear All, Is there a way to restrict Internal Service Request visibility by agent or team or else in Oracle Help Desk, similar to how Maintenance Management res…
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How to reflect SR Status and Action Plan updates on UI immediatelySummary: Hi, I am working on an Oracle Visual Builder Studio application where an Action Chain listens for Service Request (SR) changes, evaluates related Work Orders (W… -
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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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…
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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 …