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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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Chat message sent under SR > Messages tab not sent to contactContent I have implemented all the Chat Setup steps on OEC using the Chat Inlay option and the Chat communications and chat assignment rules are working perfectly and th… -
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…
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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… -
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 … -
Deeplink is not working as expected through scriptContent Hi Team, I want to create a hyperlink for SR number and store it into a field which will be navigate to particular record.For that I have used standard deep link… -
B2B Service - How to get a deleted SR back?Content As I see we cannot retrieve the deleted SR back. Will Support be able to updated the deleted flag to 'N' for that particular SR?
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DCL field error - ORA-01722: invalid numberContent Hi Team, I have a DCL field where I have mapped with custom object and selected a custom field in the List selection display values While testing the field in UI…
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HR Helpdesk ApprovalsContent Hi All, We are implementing HR Helpdesk and we have a requirement of sending the service request for approval. Business Case: Whenever an employee creates a serv…
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Incrementally Loads SR Audit Data for BI ReportingSummary Incrementally Loads SR Audit Data for BI ReportingContent we schedules the process "Incrementally Loads SR Audit Data for BI Reporting" on hourly frequency in ou…
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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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How to fetch multiple values through view criteria using groovyContent Hi Team, I want to fetch a field's value through view criteria sript when the condition satisfies. As of now, I can get a single value and below is the example: …
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Ability to choose any status value for the SVC_AUTO_RESOLVED_STATUS_CD profile optionSummary Currently the dropdown has only Resolved as the option. I would like to pick any of the status values that i'd like to use to build the Auto resolved status.Cont…
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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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Is there a way to import Standard Coverage for Service Request defined under Subscription ManagemenSummary Is there a way to import Standard Coverage for Service Request defined under Subscription Management?Content Hi All, I have to setup the Standard Coverage based …
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Service – Ready for Knowledge?, 9 March 2021, 8 a.m PT - Submit QuestionsContent Submit your questions for the Service - Ready for Knowledge? session to have them answered during the live event. Post your questions by posting a new comment to…
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Different queues for each inbound emailSummary Different queues for each inbound emailContent Hi All, Is it possible to configure a different queue /help desk like HelpDesk 1, Helpdesk 2 etc. for different em… -
Service – Is Knowledge Just a Knowledge Base?, 23 March 2021, 8 a.m PT - Submit QuestionsContent Submit your questions for the Service - Is Knowledge Just a Knowledge Base? session to have them answered during the live event. Post your questions by posting a…
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Service request Migration from one instance to anotherSummary Service request Migration from one instance to anotherContent Our customer has a unique requirement: Customer is using soft launch environment to create real tim…
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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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Send attachments along with workflow notificationsSummary Attachments need to be sent with BPM workflow notifications when service request is updatedContent Hi All, I have created an object workflow for service request …
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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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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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Restricting SR categories while creating SR in B2B ServiceSummary Restricting SR categories while creating SR in B2B ServiceContent Hi, I have a requirement to show different set of categories to different set of users within a…
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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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File Import and Export in 20D and onwardsSummary File Import and Export in 20D and onwardsContent As I see 20D onward File Import and Export will be discontinued, does it mean that we can't use it at all? or we…
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How to send Email remainders to users for status change within SLASummary Send remainders using SLAContent Hi All, We have an requirement to send remainder notifications to users for specific users based sla defined, is it possible? Re…
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New Webinar - "The Secret to Unlocking Service Excellence: Data"Summary Join us to discuss the vital role data plays in creating great service experiences, how to overcome challenges and leverage new approaches.Content The Secret to … -
Access token (JWT-OAuth) Authentication to Fusion B2B Service Rest APIsSummary Access token (JWT-OAuth) Authentication to Fusion B2B Service Rest APIsContent Hi All, From the API documentation, I can see JWT access token authentication is p…