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Discussion List
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Tagging service requestsContent Hi, I want to create a tag and associate to one service request. I have exposed the "tag" field inside the details page layout. But when I tried to create a tag … -
Detect duplicate service request from customersContent Hi, Is there any way to detect dulplicate SRs from customer in oracle engagement cloud? I have found similar SRs under Knowledge section in service request page.…
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Milestones not Applied to SR and time remaining and due date not updatedSummary Milestones not Applied to SR -
Action Plan Stuck in progressContent Dears, Greetings to All,, I`m trying to create an action plan but the issue here that it stucks and doesn`t complete its steps as below. Can anone help, please? … -
How we can setup loan for opportunity and if we can do that without using policy automationSummary We want to setup loan for opportunity and if we can do that without using policy automationContent according to this guide we need to access loan and set up so h…
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Rearrange Actions in Action PlanContent Hello, We've created some action plans, but it seems that the actions are in the wrong order. They have the correct prereqs, but is there a way to rearrange the … -
How to assign Service Request Queue to Activities Under Service RequestSummary Service Request Queue Assignment to Activity TeamContent We have requirement of Service Request with set of Tasks to be performed. Each task will be assigned to … -
How to assign Service Request Queue to Activities Under Service RequestSummary Service Request Queue Assignment to Activity TeamContent We have requirement of Service Request with set of Tasks to be performed. Each task will be assigned to …
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Sr type needed to be added as a condition column instead of the severity columnSummary SLA rule needed to be based on SR type instead of severity so how we can add Sr type column and delete severityContent SLA rule needed to be based on SR type ins…
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how the scores for the agent interaction can be addedSummary How we can add scores for each interaction
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'My Knowledge' Search Results logicSummary Squencing logic for knowledge articles in the search results on the My KnowledgeContent Can anybody help with sharing the knowledge on the logic followed by the … -
Contact creation for unknown customer in email managementContent Hi Team, Service request is created through inbound emails sent by unknown customers. But Contact is not created. We can restrict not to create SR for emails sen…
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Find Similar SRs using AI - Call for Participation in Oracle's Early Adopter ProgramSummary Early Adopter Program (EAP) - Identify similar SRs using AI to cut down agent resolution timesContent UPDATE (Sept. 2021): The EAP/Beta Program for SR Similarity…
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Translations of HRHD custom fieldsContent Hi all, Is it possible to translated HRHD custom fields? I can only find the translation editor on HRHD categories THanks Sophie Version 19D
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Search Organization and Person tagged as Type = Customer in a single Page/UISummary Search Organization and Person tagged as Type = Customer in a single Page/UIContent Hi Everyone, We have a requirement that needs to search Customers (Organizati…
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How to route SR to queue based on Account object attributesSummary Need to know if it is possible to use other object attribute in SR queue routingContent Currently Engagement Cloud Service allows you to configure queue routing …
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Demo account for OECSummary Demo account for OECContent Hi Folks, I am trying to create a demo account for OEC Service Cloud using my oracle SSO account in www.demo.oracle.com. However the …User_2025-01-31-00-30-32-814 40 views 4 comments 0 points Most recent by User_2025-01-31-00-30-32-814
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OEC Knowledge Copy an ArticleSummary Need ability to copyContent I don't seem to see a way to copy one article to another unless we use translation which it is not for that. Let me give you all the … -
OEC Knowledge Authoring Rich Text Editor issueSummary Getting error and odd behaviorContent In Authoring sometimes the Richtext editor is not loading at all. We get an error saying there was an issue loading. Have t…
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Oracle Engagement Cloud SpacesSummary I need information of development and configuration Spaces in Oracle Engagement CloudContent Hi All, Someone know any information link over development or config…
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Groovy script to move or copy attachments from one Servce Request object to another objectSummary Groovy script to move or copy attachments from one object to anotherContent We have a requirement to copy/move the SR attachment to Accounts when the SR has been…
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Implementing Knowledge Management, but can't search for any of themSummary Implementing Knowledge Management, created few articles but can’t search for them at "My Knowledge" no article comes outContent Hello, I am trying to implement t… -
Propose SR resolution as KBContent Hi, Can we propose SR resolution as knowledge base in OEC? Thanks, Mohan -
Is it possible to create an HRHD SR based on HDL/Rest API from core HR?Summary Is it possible to create an HRHD SR based on HDL/Rest API from core HR?Content Hi all, I am looking into creating an SR from information that sits in core HR and…
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Service Request Number sequenceSummary In our OEC instance, we have noticed the SR number increments by 10 each time during a session. Is there a corresponding KB doc Id or other documentation that ex… -
Email is triggering multiple timesSummary Email is triggering multiple times on Service request objectContent Hi Team, We have two email templates and which will trigger through object workflow based on …
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Customization in Service EntitlementsContent Hi, We have maintained the Account Type in Account level. Our requirement is based on the SR's account type, we have to set the different SLAs. Is it possible? H…
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Categories in GroovySummary Can I access Categories using newView()Content We want to create a custom Category field validation when the category is selected in the SR. Specifically, we wan… -
Passing values from Service Request Page to Contacts Create Page fieldSummary How to pass/set a value from SR Page to Contacts Create Page?Content Hi all, Is this scenario possible in Oracle Engagement Cloud? Scenario: I have a custom FCL …
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Service Request - Part DetailsSummary The item list in the "Add Part" page is emptyContent Hi All, I am trying to add part number to the service request but the list is empty. i did the required setu…