Service Request Management
Discussion List
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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 … -
Internal help desk request for 2- Maintenance OrganizationSummary: Dears, We have 2-Maintenance Org , and we need to raise a manitenance request only for the assets in one orgnization all users can create a request for the asse…
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Functionality: Bulk Loading of resources associated with queues and assignment rules (Service CX)Hi team, Is there any functionality that allows bulk uploads for the following items? Queues Resources (associated with queues) Service Assignment Rules Thanks.
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How to trigger email notifications to Primary Contact when SR is automatically closed?Summary: The email notification to the primary point of contact for an SR did not trigger when the SR status was automatically changed to 'Closed' via the ESS job. We cr…
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Oracle Fusion Service - Service Center Admin Workflow PreferencesSummary: I am trying to enable workflow preferences but i keep getting 403 forbidden error I have access to role - ORA_ZBS_SALES_ADMINISTRATOR_JOB Profile ORA_ASE_SAS_IN…
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Fragment Details: cx-svc-custom-relation-objects-listAuthor: This How-to article is a contribution from @Sono Chacko-Oracle Parameters Name Description Sample Values Required extensionId defines which Visual Builder applic… -
Can a single fusion service Work Order be converted to multiple activity with different activity typHi, Based on the 26A update, we see that a single fusion service Work Order can be associated with multiple Field Service Activities. Does this mean that, against a sing…
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How we can load service profiles based on account with associated contacts as well.Summary: Service profiles are retrieved based on the account, but the associated contacts are not being populated. Since manually adding contacts for all data is not a v…
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Create notification for due date in Action plansSummary: When actions(tasks/appointments) are nearing the due date, is there a way to create notifications(web/email) or reminders so that the desired parties are aware …
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Unable to submit create service request for Preventive MaintenanceHey Team, As a part of seeded functionality , We have created Maintenance PM work order from Maintenance program and tried to submit the " Create Service Work Orders for…
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If Email sent via work flow can be audited like outbound and inboundIf Email sent via work flow can be audited like outbound and inbound
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Facing unexpected behaviour while adding One time service address while creating a Work orderSummary: Hi All I am facing an unexpected behaviour while adding One time service address while creating a Work Order in SR, sometimes I am not able to select the County…
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Table name to fetch the Case Relationship detailsSummary: Hi Team, Could anyone please share the table name which stores the Case relationship details? Content (please ensure you mask any confidential information): Ple…
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Action plan name in Help Desk-HR Service Request Action Plan Actions Real timeSummary: Hi Team, While creating an OTBI report using the subject area "Help Desk - HR Service Request Action Plan Actions Real Time", we are able to see the Action Plan…
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Configure Status to show limited list of values depending on Case Type selectedSummary: Is there a way to limit the list of values in the Status field depending on the Case Type selected? For Instance in Case Management, if the Case Type selected i…
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When an agent creates Help Desk Request, the source is blank in OTBI ReportHi Folks, During testing, I observed that when an agent creates a Help Desk request from the HR Help Desk Request page, the Source field is not getting populated in the …
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How to set different rules to auto close of Helpdesk request based on different queues/categories ?Summary: We would like to enable the auto-closure functionality to automatically close Helpdesk requests that remain in a 'Resolved' status after a defined number of day…
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When the HTML option is enabled while creating a service request, smart texts are not visible.Summary: All Smart texts are not visible while creating the service requests. Content (please ensure you mask any confidential information): When the HTML option is enab…
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Why can't I see Suggest a Change in knowledge articles from the Knowledge application?Summary: . Create Knowledge Tasks is already there in the Role but still not visible Suggest a change option Content (please ensure you mask any confidential information…
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How to fix Error with 'Resolve Help Desk Request' SmartAction in HR Help Desk Button BarSummary: We turned on the Button Bar listed on the Improve Agent Efficiency with the Button Bar page in the 25B release (link below). https://docs.oracle.com/en/cloud/sa… -
Tracking Completion Dates for Action Plan Tasks in Redwood UISummary: Hello Experts, We are currently implementing the HR Help Desk using Redwood UI and leveraging Action Plans for Case Management. As part of this, we would like t…
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"Add Filter" options in Redwood list pages in Oracle FusionI have a question regarding the “Add Filter” option in Redwood list pages in Oracle Fusion. How can we: Add or remove fields from the “Add Filter” section? Is there any …
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How are AI Agents currently triggered in Service Center? (26A)Summary: I was recently reading the 26B updates and realized that Oracle is introducing SmartActions for triggering AI Agents on the Service UI (https://docs.oracle.com/… -
How to create custom drawer in Classic UI for Service Request?I’m working on the Classic UI for Service Requests and would like to create a custom drawer to integrate a third-party API. Could you please guide me on: How to create a…
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Why are there 4 critical patches applied per year and are they really necessary for us?Summary: Critical patches notifications Content (please ensure you mask any confidential information): We receive notification for application of critical patches, 4 tim… -
Unable to see Service Request icon on Homepage or Navigator after enabling Service offeringSummary: I have enabled Service Offering. On the homepage or Navigator the Service Request icon is not visible. The structure page shows the EL expression as shown in th…
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How to implement account create as a drawerBy default, creating an account from a Service Request forces the agent to open a new browser tab, create the account there, come back to the SR, and search for it manua…
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Adding agents in Resource directory with two active assignments and different business unitsSummary: Hi Team, There is a requirement where an employee is tagged to two assignments, each associated with different Business Units—one under “XYZ” BU and the other u…
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Unable to search for terminated employee using Hr Help Desk Employee Search featureSummary: Unable to search for terminated employee's under Employee Search for HR Help Desk Content (please ensure you mask any confidential information): The Employee Se…