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
-
Adding Action Plan to a Service Request based on the CategorySummary Adding Action Plan to a Service Request based on the CategoryContent Hi, Is there a way to add Action Plan to SR based on the Category? Currently we have to do i… -
Time zone is late 1 hour that the expected timeSummary Time zone is late 1 hour that the expected time, SR reported date is late 1 hour and the time zone is not reflected on the SRContent we created new calendar with… -
B2B Service Infolet - "Team Wait Time" doesn't show dataSummary B2B Service Infolet - "Team Wait Time" doesn't show dataContent Hi, I have a problem in service analytics. For a Customer Service Manager login, Team Wait Time i…
-
SR should not be resolved unless Action Plan is completed successfullySummary SR should not be resolved unless Action Plan is completed successfullyContent Hi, I have a requirement - If a Service Request is having action plan, It should no…
-
Adding Knowledge LocalesContent Is it possible to add new knowledge locales? We are going live in the Philippines and we don't have that as an option. Version 20CUser_2025-01-31-00-25-12-234 30 views 8 comments 2 points Most recent by User_2025-01-31-00-25-12-234 -
Service Request Deeplink in Outbound email to open the SR in DCS portalSummary Service Request Deeplink in Outbound email to open the SR in DCS portalContent Hi, I am looking for Deeplink in outbound email to open Service Requests in DCS po…
-
Responsys and Facebook Lead Ads integration (Integration Doubts).Summary This topic goal is to help and get help with the integration between Responsys and Facebook Lead Ads.Content We are trying to integrate Responsys and Facebook Le… -
Notification to Resources added to SR TeamSummary We are seeking to send bell notifications through Trigger to newly added Resources to SRContent We are trying to enable a trigger to notify agents (resources) wh… -
Non-serialized items received into inventory does not create enterprise assets in Installed BaseSummary Non-serialized items received into inventory does not create enterprise assets in Installed BaseContent The application auto-creates installed Base instances for…
-
Approach to handle Disciplinary and Grievance cases in Help DeskSummary Approach to handle Disciplinary and Grievance cases in Help DeskContent can any expert suggest how to accommodate the Disciplinary and Grievance process in Help …
-
Approval of Service Request in B2B ServiceSummary Approval of Service Request in B2B ServiceContent Hi there, As I understand Service Request approval functionality is not available in B2B Service. Though manual…
-
Inline Images New Feature in 20CContent Does anyone know what exactly the inline images feature with 20C is supposed to do? It says that they will show up in the order that they were sent, but then als…User_2025-01-31-00-25-12-234 51 views 9 comments 1 point Most recent by User_2025-01-31-00-25-12-234
-
SR and HR HelpDesk on the same PODSummary Any customers?Content Quick question - Do we have any customers which run Service Request (for customer) and HR HelpDesk (for employee) on the same POD? Thanks, … -
Roles required to update the work order using WebServiceSummary Facing an issue when trying to update WorkOrder using CustomerWorkOrderServiceContent Hi, We are trying to update the workorder using the WorkOrderService WSDL a…
-
Can notifications be sent even when omnichannel is disabled in HR Helpdesk?Summary Can we send a notification(that a new SR is assigned to you) to an agent to whom we have manually assigned the SR? In this case, we have not enabled the omnichan… -
PUDS configured correctly?Summary How do I know if PUDS has been configured correctlyContent I've gone through the PUDS configuration several times. I approved a self-service user today and recei… -
Read-Only field for all users except system userSummary How do I make a a field read-only for all users except the system user.Content I have a Groovy script writing data the PartyNumber field to the AccountKey_c fiel…
-
How to update the SR record when a customer replies to an email or update on DCSSummary How to update the SR record when a customer replies to an email or update on DCSContent There is not an out of the box way for an SR field or status to get updat…
-
How to change error into warning symbol in groovy scriptsContent Hi Team, When we put any validations using groovy scripts, we used to pop-up any message through the below syntax. "throw new oracle.jbo.ValidationException("Pop… -
Ability to Change Default Searches for All Users - HR Help DeskContent Hi all, Is there a way add default searches for all users? I'm able to create my own searches, but I would like to push out searches to all users in HR Help Desk…
-
Update all answer articles using script at same time,Summary I wanted to update all the articles using a custom script but it's not able to process more than 200 records.Content I am trying to update all the articles using… -
session time out after 30 minsSummary When a customer is updating the incident and before clicking update button, he doesn't do anything for next 30 mins . After 30 mins he clicks on update then mess…
-
Sales – CX B2B Service 20C-D Updates, 21 July 2020, 8 a.m PT - Submit QuestionsContent Submit your questions for the Sales – CX B2B Service 20C-D Updates session to have them answered during the live event. Post your questions by posting a new comm… -
How to display values in DCL field based on Account and PrimarycontactIdContent Hi Team, I want to put filter in DCL field and the values should change dynamically based on Account and PrimarycontactId.But it is not working properly and belo…
-
Ability to Filter Emails based on Email being in the cc lineContent Hi all, Our current IT ticket system has the ability to reject emails where the email address in is in the cc line (ie. HR@arcadis.com is in the cc field) and th…
-
DevOps for Oracle Service CloudSummary Looking for info to enable DevOps for Oracle Service CloudContent Hi, I am reaching out to the community to check if anyone had implemented DevOps for Oracle Ser…
-
Time to Resolve is not including schedulesContent We just went live with HRHD and have noticed that the time to resolve metrics do not include the Schedule of the queue. I've attached an example. It shows that t…User_2025-01-31-00-25-12-234 51 views 6 comments 0 points Most recent by User_2025-01-31-00-25-12-234
-
Parent Child SRContent Hi, How to capture parent & child SR? Use Case: We want to create multiple child SRs internally, based on the Customer SR (Parent). Child SR might be assigned to… -
How to have a action link to SR open as a new tab within SR viewContent I have a requirement to have action link open as a new tab within the SR view in Engagement Cloud (not as a new tab on the browser). Please suggest the deep link… -
Workspace and Adaptive SearchSummary Workspace and Adaptive SearchContent Hi, I have some queries 1.Is there any license required for enabling Workspace and Adaptive search or is it free of cost ? 2…