Featured Content
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 Inlay – Open hidden chat inlay isnt worksContent Could someone help me to invoke a hidden chat inlay, please? Because, after that i Search a post on Clould Customer Connect (Invoking the hidden Chat Inlay . Pos… -
Chat Inlay - data-oit-theme-vars isnt works (Error message appears)Content Hello all, I would like to change my chat inlay theme using a custom specific color (using data-oit-theme-vars). Then, I have implementate a Javascript code (as …
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If anyone faced this error before when open an existing Service requestContent Hi All, I am getting the below error while opening an existing SR. "Too many matching records found. Specify additional criteria to limit the number of records."… -
Creating Service request on behalf of multiple users for instance creating a SR on behalf of a teamSummary Looking for a solution to log a Help desk ticket for reporting system downtime or over time missing . Help Desk team should be able to create SR's and tag all af… -
Oracle CX -CTISummary Computer telephony integration (CTI) enables integration of third party media toolbars with CX Sales and B2B Service. Media toolbar is displayed if the company h…
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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…
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Update the tag value for a Service RequestSummary REST Json payload required tContent Hi, I am referring to the API documentation as follows and want to update the existing tag value on a Service Request. https:…
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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…
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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 … -
Status of Service request changes to In Progress when First response is sent by Customer Service RepContent Hi, Is there any seeded configuration/functionality that changes the status of a service request from New to In Progress when Agent/Customer Service rep sends re…
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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…
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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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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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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… -
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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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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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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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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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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Ability to collect feedback after a service request has been closedSummary After a service request has been closed, it would be good to have a feedback system that can be triggered to collect feedback from the clientContent Looking for …
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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 – 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… -
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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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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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…