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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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Can we able to get the logged in username and password dynamically through script?Summary Can we able to get the logged in username and password dynamically through script under service request object?Content Hi Team, I have registered OIC rest API in… -
Round robin queue SR is not assigning to logged out usersSummary Round robin queue SR is assigning for logged in users correctly but it is not working for logged out usersContent Hi, As of now Round robin queue SR is assigning… -
Can w able to disable the default queue in OEC ?Summary While creating SR the default queue is automatically set against the SRContent Hi Team, When a SR is created from Agent UI, automatic routing will not be happen,…
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Partner CTI serviceContent Is there any detailed way on how to enable partner CTI service, as I am having issues getting the media toolbar to be visible thanks
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Implementing chatSummary Understanding chat implementationContent Hello, I read the documentation of oracle engagement cloud and i dont understand how chat works. My question is to imple…
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Interaction content in Interaction history tabSummary Can we have a link or something to show the interaction content?Content Its good that in Interaction history tab under SR, ACcount, Contact we could see when and… -
Importing Service Categories for multiple languageSummary Importing Service Categories for multiple languageContent We understand Service categories support Translations from recent release. We would like to know, wheth…
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Creating/Updating 1:M related object through REST APISummary Creating/Updating 1:M related object through REST APIContent Cant we use REST API of an object say SR to create or update 1:M related object? Ex: SR is having a …
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Capture last response date for service requestContent Hi All, I am looking to build the solution which can capture Last response date when customer responds to SR. I have achieved this by using formula fields but fu… -
Assigning chat conversation from ChatBot to the Engagement Cloud real agentContent Hi, We have a requirement where we have to showcase the chat handover from a ChatBot to the available agent from the Engagement Cloud. We have got to know that t… -
Reassign service requestSummary service request to be routed to the initial ownerContent Hi Team, I would like to reassign a service request to the initial owner who assigned to a particular gr…
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How to stop receiving emails regarding the status of a scheduled process that runs daily?Summary I have a scheduled process that I previously defined to run daily and I need to stop receiving emails regarding its statusContent Hello experts, I have a schedul…
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Service Requests from Social MediaSummary Is there a way that we can Integrate owned social accounts in Engagement Cloud?Content Can we integrate owned Facebook and Instagram channels to Engagement Cloud… -
Work Order Creation - OFSCSummary Work Order CreationContent Hello Team, Need your support for creating the WO from EC. I need to know whether it is a point to point integration or via ICS. Was g…
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Error generated when sending a message to the customer via a service requestSummary When entering a message to send to the customer and pressing send an error is generatedContent We have a requirement that states that if the employee sends a mes…User_2025-02-04-11-03-51-524 52 views 4 comments 1 point Most recent by User_2025-02-04-11-03-51-524
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Requiring assistance in configuring new custom fields and associating them with other objectsSummary How can I associate custom fields created in the Milestone Object to fields in the Service Request ObjectContent Good day experts, Firstly, in the Email template…User_2025-02-04-11-03-51-524 43 views 0 comments 1 point Most recent by User_2025-02-04-11-03-51-524
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Unexpected behavior when sending email notificationsSummary Unexpected behavior when it comes to email notificationsContent Hello experts, For some reason, I have trouble explaining the behavior I am getting from the Orac…User_2025-02-04-11-03-51-524 48 views 5 comments 1 point Most recent by User_2025-02-04-11-03-51-524
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Groovy SHA512 decryptSummary Groovy SHA512 decryptContent Hi, Do we support data encryption/decryption in Groovy? Use case - I have PII data encrypted from source system with SHA512. After t… -
Inbound Email - SR Creation ProcessContent Hi, When the customer respond the auto response / agent response mail, it picked the existing SR when customer has SR number in the email body like below. {##SR0… -
My Services Users vs Service Console Users in CRM InstanceSummary Difference between My Service Users and Service Console UsersContent Hi Experts, I have two questions on this topic 1) What is the difference between user provis…
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Object Name for Scheduled processContent Hi All, I am looking for object name for service request inside scheduled processes. I am calling one object function using Schedule Custom Groovy Object Functio…
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System Response EmailSummary Incorrect email sent on auto responseContent Hello, I've created a new system response email for when an employees emails in an SR (using HR Help Desk), the resp…
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HR Help Desk Inbound EmailsSummary Inbound emails not getting assigned to correct queueContent Hi, I posted this in the HR Forum, but didn't get any response as I don't think there are many Help D…
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B2B and B2C contactSummary How to handle a contact serving both purposes in OEC?Content Summary:Same contact as B2B contact and B2C customerI have come across a scenario where, a contact c…
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Unable to edit field from Service Request contact relationshipSummary Unable to edit field from Service Request contact relationshipContent Objective: While adding contacts to a service request, we have to specify what role that co…
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Trigger the workflowContent Hi All, is it possible to trigger the workflow for service request when request is getting updated by FUSION_APPS_CRM_ESS_APPID ? Regards, Rohit
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Font used by OECContent I'm creating a website that will be added to the Service Request Detail page as a mashup content. Anyone know's what's the font being used by OEC so my website w…
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Text Area/Editor not displayed in Service Request > MessagesContent I navigated to Service Request, opened an existing service request and went to Messages tab. I tried to compose an email. Problem is, the text area/editor is not…
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Way to modify IB email processingSummary Is there a way to control the IB email processing?Content Objective: To get the attachments from email, invoke a DMS API and then attach it on the SR of type 'UR…
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Configuring chat outside Digital Customer ServiceSummary What methodology should be used when configuring a chat window for a portal outside of Digital Customer Service?Content Hello, I have a question. We are trying t…