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To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Fusion Service
Discussion List
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Copy Service Request ActionSummary Copy Service Request ActionContent Hello, Whenever a service request is copied using the copy action then the service request which is getting copied should be s… -
Close SRContent Hi, Can we change the SR status is editable in creation page. CSR will change the SR status from New to Closed when it is just a enquiry. Currently Status field … -
Where are Service Request attachments are stored?Content Hi experts, Where are the service request attachments are stored? is it on UCM? customer wants to retrieve attachments from the service requests. regards, Jitend… -
Milestone details on SR are not updated when Service Entitlements Using Subscription Coverages is acContent Dear experts, Customer's fusion instance recently got migrated on rel 20D hence I thought of using Subscription Management for managing the SR milestones. Previo…
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CHAT REST APISummary "NOT_AUTHORIZED" error for the method requestEngagement from CHAT APIContent I am trying to invoke the method requestEngagement from CHAT API according to doc ht…
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Restricting knowledge Article on DCS portal based on the Knowledge user groupContent As per seeded functionality of DCS, Self-Service Users can access all knowledge articles that belongs to knowledge user group 'Everyone' with the help of Anonymo…
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Guidebook for writing email filters in Engagement CloudContent Hi , I am writing Email Filter rules to reject emails with certain pattern so that such emails could not be converted into a Service Request. Is there any guideb…
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setup of SEC_VALID_INTEG_HOSTS configuration for external integration with IP range limitationSummary setup of SEC_VALID_INTEG_HOSTS configuration for external integration with IP range limitationContent On our current setup we have 6 interface against configurat…
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Service – B2B Service 21A Release Overview, 16 March 2021, 9 a.m PT - Submit QuestionsContent Submit your questions for the Service – B2B Service 21A Release Overview session to have them answered during the live event. Post your questions by posting a ne…
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How to control number of SR to be assigned to Agent via omnichanelContent Hi, The way omnichannel functionality work - it assign all the open service request to the first available agent who logs into the application so if agent's capa…
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Inbound email to create SR in B2B Service is getting rejected if attachment size >10 MBContent Hi Experts, I have configured profile options (SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE=20 MB and ORA_SVC_SR_EMAIL_ATT_SIZE= 20 MB) but still inbound email is getting r…
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Create Lead / Opportunity from SRContent Hi, We need a option to convert an SR into Lead / Opportunity. Is there any standard feature available now to achieve this? Use Case: Service Representative may …
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Import Management doesn't support using file from Webcenter Content ServerSummary Import Management doesn't support using file from Webcenter Content ServerContent We have a requirement to schedule auto import for contact object based on the f…
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Service – Simplify the Agent Experience While Not Compromising the Face of Your Brand, 9 February 20Content Submit your questions for the Service – Simplify the Agent Experience While Not Compromising the Face of Your Brand session to have them answered during the live…
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Availability of Oracle Digital Assistant (ODA) for Fusion Engagement CloudSummary Availability of Oracle Digital Assistant (ODA) for Fusion Engagemenct CloudContent Hi Experts, Needs your input on Availability of Oracle Digital Assistant (ODA)…
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Approval of Knowledge Articles in B2BSummary Approval of Knowledge Articles in B2BContent Hi All, We have a requirement in B2B service wherein customer want the approval workflow for knowledge articles. I s…
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How to split time from date?Content Hi Team, I want to fetch the time from creationdate of SR. Creationdate is a datetime type. Below is the example Creationdate : 2020-12-21 10:04:28.0 I want 10:0… -
How can we migrate CRM Job role and CRM Duty role from one instance to another?Summary How can we migrate CRM Job role and CRM Duty role from one instance to another?Content Hi there, I have created couple of custom duty roles and job roles and am …
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HRDR Analyze UsingSummary Is it possible to analyze how the HRDR is being effective?Content Hello Experts We are trying to validate the investment in HRDR Module. Does anyone know how can… -
Possibilities of HRDR EmailSummary Can more email be configured?Content Hello Experts I'd like to know what are the possibilities with emails from HRDR. I mean i've configured the email templates …
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Warned and Comliance Flags are not set in the Service Request Milestone recordsContent Hi All, We are using seeded milestones - First Response Metric and Resolution Metric and these are getting applied properly on Service Request UI but Warned and …
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RESCHEDULED: - Sales – CX B2B Service 20D-21A Updates, 2 November 2020, 9 a.m PT - Submit questionsContent Due to unforeseen technical issues, this topic has been rescheduled. An announcement with the new date will follow shortly. Apologies on the inconvenience. -
How to change the order of attachment categories on Service Request Attachment pageSummary How to change the order of attachment categories on Service Request Attachment pageContent Hi experts, When Agent add attachment on a service request, drop-down …
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Associate multiple Sales Accounts to a Service RequestSummary The goal is to be able to associate mutiple accounts to one service requestContent As designed, the Service Request has a 1:M relationship with the Account objec…
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How to achieve Service Request deeplink as a Hyperlink in the the Smart TextContent I have to create a hyperlink in the smart text which points the end user to the Service Request in DCS customer portal. When smart text is inserted in the messag…
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If we created new status under any standard status this means the new created will be eactly such asContent If we created completed status under the close status and selected it the sr is not readable only like when the status be closed -
How make the Assigned to field mandatroty only after the SR created automatically via email or manuContent Need to add script to make the field to be mandatory only after creating and updating the SR not when creating
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through using email if a customer replies to a ticket & ticket’s Status was Resolved, then the systeSummary can the system do this and if it can not how i can handle this caseContent if a customer replies to a ticket & ticket’s Status was Resolved, then need the system…
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Related Service Request for an SR created via Action Plan actionSummary How to add an SR created via action plan action to orginal SR as a related service RequestContent Hi, I have a scenario - We have last action in the action plan …
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How to include SR object fields into Milestone object in Email templates?Content Hi Team, I have created an email template for SR escalation which will be trigger through Object workflow on Milestone object. In that template doesn't have Serv…