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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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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… -
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… -
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…
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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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CX – How to Strengthen your Channel Strategy with Virtual Assistant, 27 February 2019, 9 a.m. PT - SContent Submit your questions for the CX – How to Strengthen your Channel Strategy with Virtual Assistant session to have them answered during the live event. Post your … -
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…
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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…
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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… -
CTI in engagement cloud - ServiceSummary CTI in engagement cloud - ServiceContent Hi Team, Is there any done CTI functionality integration in engagement cloud? If yes, kindly share your experience and d… -
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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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…
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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… -
Service Request EscalationSummary Is there a way for the application to Escalate a Service Request if the milestone (first response) has been reached?Content Hello everyone, I have a question. Is…
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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… -
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… -
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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OEC featuresSummary OEC featuresContent Hi All, We are looking to have features Assets, install base and service contract in the OEC. Has anyone used this before or can we do this. … -
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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Refresh Service Request Edit Page without closing the windowContent I am working on Service Request where a checkbox triggers a process that eventually updates a specific field in the SR currently opened in Edit mode. The update …
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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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CX – Unlock the power of your contact center with Virtual Assistant, 31 January 2019, 9.am.PT - SubmContent Submit your questions for the CX – Unlock the power of your contact center with Virtual Assistant session to have them answered during the live event. Post your …
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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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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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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…
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Creating a new Object WorkflowSummary Error when entering the name of the new workflow stating a record already existsContent Hello everyone, I created a new workflow for the service request. But whe…