Case Management
Discussion List
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1Case Management ERP IntegrationIs the Oracle Fusion Case Management module integrated with the Oracle Fusion ERP? Can the Case Management module access Fusion sales orders, invoices, credit memos, etc… -
How to set up Case types and Primary Households in Case management for HR Help Desk?Summary: How to set up Case types and Primary Households in case management for HR Help desk ? Content (please ensure you mask any confidential information): While editi…
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How multiple users can work on the same Visual Builder Studio project.This tip article demonstrates how multiple users can work on the same Visual Builder Studio project. Thanks, Edson -
A Reusable Approach to Implementing Validations and UI Logic in Fusion Service Redwood📑 This article is estimated to take approximately 8 minutes to read, and can save you hours of implementation and research. You are welcome! 😃 📽️ Before diving into this…Edson Junior, Oracle 1.5K views 13 comments 3 points Most recent by Edson Junior, Oracle Fusion Service
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How to add custom field(s) to the landing page in Redwood Service Center, Help Desk or Case MgmtOverview In this article, we are providing steps on how to add a custom column to the landing page. The principles shared in this article can be applied to the Fusion Se…Edson Junior, Oracle 450 views 3 comments 1 point Most recent by Edson Junior, Oracle Fusion Service
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The client has a specific requirement and seeks clarity on the capacity assessmentf Oracle Service Cloud to support the following needs: Onboarding 20,000 customers daily. 2. Serving a total of 1 million customers. 3. Handling a 10x increase in daily …
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Case management page is loading emptyHave enable the case Management and given the appropriate roles to the users, scheduled processes needed for the roles sync has also been done. However, still the case u… -
Associating a BOM with a Service Request in Oracle Fusion Service Cloud?Summary: The goal is to be able to add multiple products to a Service Request. If a user creates an SR and adds a Product group to it, all of its associated products sho…
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How to add attachment panel in service center?Summary: We have one requirement to add attachment panel in service center. It was OOTB previously and I want to implement same. I tried following How to add a custom fo…
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is there any way we can get active record details at layout level action chain in service centre?Summary: At layout level action chain in service center if I want to access fields data or active record data, is there any way to handle this? Content (please ensure yo…Jidnyasa Falak 21 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Fusion Service
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SR creation for End-customer in case they bought the product from DealerSummary: Creating a Service Request against the end-customer which was originally sold to them by Dealer. Failed to find Installed base Asset under end-customer account …Bhargav Nandanwar - Trinamix 31 views 2 comments 0 points Most recent by Bhargav Nandanwar - Trinamix Fusion Service
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Accounts in Services / case management only lists those created in ServicesSummary: Accounts created in Oracle financials are not visible in fusion Services. Accounts created in Services are visible in Receivables Content (please ensure you mas…
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How does Primary point of contact of a Service Request know that it is being converted into a CaseSummary: User raises a Service Request and Agent converts it to a Case. How do the User know about this? And how does the conversation happen between the Case Manager an…
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Do we need to create communication channels for Case Management?When we are selecting the Web/Email options while creating conversations, we are not seeing the Agents/Resource available for selection. Also we do not see an option to …Ananta Prasad Ray 41 views 5 comments 0 points Most recent by Radhika Abhyankar-Support-Oracle Fusion Service
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How do I raise an idea for Case Management?Documentation on Case Management brings me to Fusion Services on Customer Connect. The Idea Lab link on this homepage is dead: https://community.oracle.com/customerconne… -
Rename label from "Internal" to "Finance"Hi, We have a customer requirement to change "Internal help desk" wording to "Finance Help Desk" . I managed to find this document but this is not helpful. It would be g… -
How to implement Message in service center in redwood?Summary: We have functionality to record the comments from service request in Message subtab. Please suggest how can we implement this in service center? Content (please…
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ADAPTIVE LEARNING FOR ENTIRE INVOICE AND SUPPLIER CORRECTIONSHi All, Could anyone help me that what is the use of this feature. How it will be useful. Please do share the thoughts and screenshots if possible. What is the use of th…Pravalika.Kesari 51 views 2 comments 0 points Most recent by Akanksha Bhardwaj Payables, Payments & Cash Management
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Fusion Service/Case Management in an HR contextSummary: Hi, we're working with a prospective customer who needs case management for HR related activity. The customer does not have HCM and thus HR Help Desk is not app… -
How to bring contacts from AR(account Receivable) to B2B service fusion? Please guide meSummary: How to bring contacts from AR (account Receivable) to B2B service fusion? Please guide me Content (please ensure you mask any confidential information): Version…Siddharth Bhamare 1 view 1 comment 0 points Most recent by Narendra More-Support-Oracle Fusion Service
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Case Management Fields in redwood UISummary: We have 3 categories of Case management. And we have around 60 Date fields to be created but when we tried creating under Application Composer > Standard Object…
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what comes OOTB for deleting an attachment from CASESummary: Hello, What comes OOTB for deleting an attachment from CASE Content (please ensure you mask any confidential information): Version (include the version you are …n_Kiranmayee-Oracle 1 view 1 comment 0 points Most recent by Narendra More-Support-Oracle Fusion Service
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Approval Hierarchy for HelpdeskSummary: Is it possible to set an approval hierarchy for specific Help desk Requests? -
How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' roleSummary: How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' role Content (please ensure you mask any confidential information…
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Can we restrict to show only desired languages in the Language picklist on Login PageSummary: Can we restrict to show only desired languages in the Language picklist on Login Page Content (required): Hello, We want to display only 2 languages on the Lang…n_Kiranmayee-Oracle 41 views 2 comments 1 point Most recent by kishore madhavan-Oracle Fusion Service
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How to get LOV of agents in "Assigned To" field when creating a Case under HR Help Desk?Summary: How to get LOV of agents in "Assigned To" field when creating a case in Help Desk? Content (please ensure you mask any confidential information): I have assigne…
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Is it possible to automatically identify duplicate cases in Case ManagementSummary: Our client has a requirement where they want their system to be able to easily identify a duplicate case within case management. For example, if there are two c… -
Is it possible to search for a document within a case?Summary: Our client has a requirement where they would like to be able to search for a document within a case so that is easy to retrieve and provide if needed. Does thi…
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Can you integrate other systems with Case Management?Summary: I have a question around if it's possible to integrate other systems with case management? For example, if my client has another intake system and they want to …
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Does Oracle Cloud Case Management have the ability to integrate with Microsoft Teams?Summary: HR Help Desk and Case Management are very similar in terms of configuration and setup so I was curious if the ability to inegrate with Microsoft Teams is availa…