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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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Oracle Engagement Cloud: Chat capabilitiesSummary Chat functionality outside DCSContent Hi Members, I am trying to setup a Chat channel in DCS. My question is can we expose chat functionality outside DCS? I sear… -
Customer Data ManagementSummary OSC license automatically provides "Loqate" address data integration via scheduled process?Content Hi, OSC license automatically provides "Loqate" address data i… -
Is there an archive mechanism to archive SR messages?Summary Is there an archive mechanism to archive SR messages?Content Today our customer was asking whether OEC has any archiving mechanism to archive the SR messages. Do… -
UCM utility to download docs from UCM server has issues with foreign charactersSummary UCM utility to download docs from UCM server has issues with foreign charactersContent Objective: to download Attachments from UCM server and store in local dire…
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Engagement Cloud Chat in Custom ApplicationSummary Engagement Cloud Chat in Custom ApplicationContent Hi, I have a requirement for embedding OEC chat in a custom app (without using DCS). Is this functionality ava… -
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,… -
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…
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Do the scripts entered in the Server Scripts screen reflect new records only? Or do they cover existSummary Entering a script in the Server Scripts screen functionality issueContent Hello all, I am currently in the Application Composer > Contacts > Server Scripts and t…
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How to make primary contact as default of the account while creating SRSummary Map the account and primary contact in service request objectContent Hi Team, While creating service request from SR UI, based on the account the primary contact…
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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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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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New SLA assignmentSummary New SLA assignment for different Project createdContent Hi Team, We came across a requirement where each customer can have new SLA and its milestone to achieve. … -
How to make the Email field in the Contacts screen mandatory?Summary How to make the Email field in the Contacts screen mandatory?Content Hello all, I have the below script that states that if the Email field in the Contacts scree…
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Unable to delete drop down value in service request objectSummary Unable to delete category drop down field value in service request objectContent Hi Team, I have list of values in service request category standard field and to…
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Application sends the same email twiceSummary When updating the field value of multiple records, the application sends the same email notification twice.Content Hello all, I created a custom field in the Acc…
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How can I use the API sendNotification to send an email?Summary How can I use the API sendNotification to send an email?Content Hello all, How can I use the API sendNotification to send an email? What script should I enter so…
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Unable to find the Method Name in the Actions and Links screen.Summary After entering a script and saving the script I am unable to find the Method Name in the Actions and Links screen.Content Hello All, I am in the Actions and Link…
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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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Report for Business DaysSummary Trying to Setup a report that identify non working days for a count of incidents created
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How to see error in Action plan - SR creation?Summary Error while creating SR using Action plansContent I have an action plan to create SRs, when I initiate the Action plan I get the error as attached. Hence wanted …
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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…
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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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Imported Custom Status is not displaying in SRContent Hi, I'm trying to import different Custom Lookups for SR object (ex: Custom Severities, Custom Sources, Custom Status., etc) in which other lookups are being sho… -
How to remove the value Response from the Messages sub tab in the service request screen for certainSummary Removing the value Response from the Messages sub tab for certain usersContent Hello experts, I need to figure out a way to remove the value Response from the Me…
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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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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…
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Change Status Field when the service request has been assignedSummary What script should be used that changes the service request status to In Progress when the SR has been assigned to someone?Content Hello experts, What script sho…
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Preventing certain users from viewing field valuesSummary Customize Service Request Status field so that certain users cannot view the value "Resolved"Content Hello experts, Can I perform an action where certain users c…
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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… -
Configure the Prefix and Radix for Service RequestsContent Hi, I tried to create unique sequence for the SR as per the document. https://docs.oracle.com/en/cloud/saas/engagement/19a/faiec/using-profile-options-lookups-an…