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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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Service Request Email different from User emailContent Hello Experts. The Emaul from an Agent is somehow different from all the other instances in the application. I've looked in manage users, person management, secu… -
Configure Time Remaining fieldSummary Where do i configure time remaining field?Content Hello all. Does anyone know where do i configure the Field TimeRemaining when open an SR. I need itr to be defa…
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Default channel by email entrySummary How configure channel trigger to change if email or normal entry?Content Hello experts. I've created a trigger to set ChannelTypeCd always as WEB. (Clients reque…
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Agent sees only SRs designed to him/her.Summary Can the Agent see only SRs designed to him/her?Content Hello experts. We are trying to use the queues to direct to specific agents. Still we'd like to the agents…
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Returning null value while calling GET restAPI through groovyContent Hi Team, I want to consume a rest API (GET method) through groovy script. For that I have registered the below API in webservices section and invoking through gr… -
Image on EmailSummary Add image file on email templateContent Hello guys. I need to create an Email tempate for Help Desk. And I have the images in png files only. How can I upload th…
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Can we hide thread Id in the Response email sent from the Service Request?Summary Can we hide thread Id in the Response email sent from the Service Request?Content When email is sent from SR, it automatically add the thread id in the email. Is… -
Unable to See Custom Object in the Navigator/Springboard within sandboxContent Hi Team, I have created a custom object and enabled the security options. Then I want to expose that object into navigator/Home page through structure. But it is…
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If there is any giude or doc please explain the environment upgrade and steps that must be done befoContent If there is any giude or doc please explain the environment upgrade and steps that must be done before the UAT done in the upgraded test env and already this "ht… -
B2B Intelligent Advisor Connector - Custom Revenue Line FieldsSummary Custom Revenue Line Fields not available for input or output mapping using Intelligent Advisor ConnectorContent We are using the latest version of the Intelligen… -
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Knowledge Page CustomizationSummary How can I customize Layout Page?Content Hello all I'm having a problem with knowledge. Where Create button is not appearing to a user that has the approppriate R…
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Required field errorSummary Title being required without the actual need toContent Hello all. Guys I've re-configured the layout of SR creation page. Just like the image attached. Though it…
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Make the SR's Priority with the incoming email addressContent Hi Team, We have multiple incoming email address like domain1@sample.com , domain2@sample.com and if any customer dropping an email to domain1@sample.com an SR w…
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Standard Coverage: List Price not displayed in Adjustment BasisSummary What's the setup?Content Hi, I am trying to add a service activity in coverage template. When I select adjustment basis, I expect to see 'List Price' listed but … -
Best practice to create a custom roleContent Hi, I had 2 queues as Q1, Q2 and I want to add one button in the SR details page layout which should be visible only for Q2. For that I have created a new role w…
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What is the maximum number exactly for the returned recordsSummary Exceeded configured maximum number of allowed input records.Content Exceeded configured maximum number of allowed input records. Error Details Error Codes: EKMT3…
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Custom Fields in HRHD TriageContent Has anyone added any custom fields to the main queue of HRHD? We would love to bring in the employee's Business Unit. I've seen some examples of office hours to …
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Organization Hierarchy in B2B serviceSummary Benefit of having organization hierarchy in B2B serviceContent It seems like unlike Sales, in B2B service, Service request details are accessible to everyone who… -
Advanced REST API QuerySummary How to perform advanced API queriesContent I need an advanced query beyond the basic "q=Column=Value" I have a Custom object joined to the Account object with Ac… -
Channel Required Validation on Sending ResponsesContent Hello, We have a requirement to require the channel when sending a response or forward. I've gotten the attached Groovy Script validation from an Oracle Consulta…User_2025-01-31-00-25-12-234 29 views 2 comments 0 points Most recent by User_2025-01-31-00-25-12-234
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Action Plan AutomationContent Dears, I need to start the action plan automatically after I click Save And Continue in the service request.. how can I do this? Version 20C (11.13.20.07.0) -
How to setup chat assignment rules?Summary How to setup Assignment Rules to assign chats to certain queues?Content Hi, We're implementing the chat functionality on a few portals (we're not using DCS, only… -
This SR is not closed so it is urgent to know the cause pleaseContent created new status under resolved status call "E-resolved" then selected it for this SR and I add this profile "IN DAYS RESOLVED" to be 1 so it should after 1 da…
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I have asked this uestion more and there is no one update me with the answer that i need gus pleaseSummary How to make "Assigned to" field to be required just ony based on the details layout as i mean after the creation onlyContent Pleas need the answer for this today…
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Setting milestone through data uploadContent Hi Team, I have uploaded some service requests through import management and verified that the milestone is not set even after clicked the "update service reques…
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Clarification on OOTB reports are available in service?Content Hi Team, In Service, Is the below reports are available in OOTB or have to create custom reports? I don't find any in BI analysis. 1. Average speed of response t…
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Can we control Status value based on the Categories?Summary Can we control Status value based on the Categories?Content Hi experts, We have a requirement to control the values of statuses based on the category we choose. …
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Please it's important to do this "how to add validation rule to make the field reuired after only tContent I added advanced expression on the details layout but is not working so where is exactly can add the code to validate the field after SR created
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How to make SR status to be immediately closed after be resolved status without any diffrence in theContent After the agent has selected the SR status to be resolved need to changed immediately to be closed so how we can handle this or it is not applicable now