Service Request Management
Discussion List
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How to Enable the SR Details Page for Selected Users in Oracle Fusion ServiceSummary This article shows you how to enable and test the new Service Request (SR) Details Page in Oracle Fusion Service for a select group of users. This is useful if y… -
You aren't associated with a valid resource.Summary: When I'm trying to create an activity I found the below error You aren't associated with a valid resource. Make sure the synchronize user GUID process is operat… -
Does creating a service request require Accounts to be imported in CX from Oracle ARSummary: Oracle AR has party, customer and site created. To create a service request does it require to create accounts in CX or can the party be used directly in Oracle… -
Setattribute() not able to update non-null custom field in SRSummary: I have a custom text field 'Field_A' with value "ABC" in Service Request object. I want to update this value to "DEF" in a Object Function. When I try to update… -
Using REST API to Reply to Service Request MessagesHi, is it possible to use the REST API service to reply to messages in service requests? Specifically, can a message be created via REST by specifying the sender, so tha…
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Is there a restriction on number of queue configured for Fusion Service RequestSummary: As part of Fusion Service implementation, we are implementing queues and queue assignment. The queue assignment number is expected to go beyond 700 based on the…
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Need a Oracle Document Link that lists down OOTB Fusion Service ReportsSummary: We need to provide the client a document link which gives a brief of what are the OOTB Fusion Service Reports provided with the product. Looking for a link on d…Anubha Vijayvergiya-Oracle 15 views 4 comments 0 points Most recent by Anubha Vijayvergiya-Oracle Fusion Service
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Upload Attachments for Historical RecordsHello, We are implementing Fusion Service for one of our clients. They have to maintain record of historical SRs in Fusion Service. There are over 53,000 attachments whi…
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How to add a custom foldout panel to the Service Request Edit pageIn the Oracle Redwood template, a foldout panel is a user interface element that helps organize and present information in a compact and interactive way. On the Service …Edson Junior, Oracle 1.4K views 9 comments 3 points Most recent by Seshadri Vijayaraghavan Fusion Service
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🚀 Accelerate Your Move to Fusion Service: Smarter Migrations with AI-Powered Tools - (Oct 1st)Yes!!!! We have some great news that we want to share with you. Making the shift to Fusion Service Redwood doesn’t have to be complex. Join us to see how Oracle can help…
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How to add an Action plan to a Service Request automaticallyHow to add an Action plan and all the actions present in that Action plan to a Service Request automatically.
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Integrating AI Agents in Fusion Service Center to Boost Agent ProductivityOverview In this walkthrough, we focused on launching an AI Agent through a Smart Action inside Service Center. It’s important to note that Ask Oracle (Chat Drawer) is a…Edson Junior, Oracle 293 views 2 comments 4 points Most recent by Edson Junior, Oracle Fusion Service
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Need Feasibility for Redirecting to Previous Page After Save in Service Request Detail PageSummary: In the Opportunity object, once a record is saved from the detail page, the system redirects the user back to the previous (landing/search) page automatically. …
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Oracle B2B Service - How to Identify Resources in BulkSummary: Security Console User conversion into resource, currently we're doing it manually via Resource Directory and Identifying the employee as resource Content (pleas…
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can field attribute character will be same for every instance in oracleSummary: We are using 2-3 Instances for development Fusion Service Cloud. And have a Different characters in the all Instances for a custom fields. Can it be the same fo…
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Warned and Compliance Flags are not updating in HR Helpdesk Milestone recordsSummary: We are using HR Helpdesk milestones - First Response Metric and Resolution Metric and these are getting applied properly on Service Request UI but Warned and Co…Nalsoft Pvt Ltd 154 views 3 comments 0 points Most recent by Prasad Singamaneni-Oracle Fusion Service
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Can we hide infolets on HR Help Desk Request dashboard for all the users?Summary: Can we hide infolets on HR Help Desk Request dashboard for all the users? Content (please ensure you mask any confidential information): I want to hide few non-…
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Saving Column Widths on Service Center Landing PageHello, Users can resize the column widths and save their layout on the Service Center landing page. However, if they close and reopen the page, the column widths revert …
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How to Create ‘Quick Action’ Buttons on the Service Request Details PageSummary This article explains how to add custom ‘Quick Action’ buttons to the Service Request Details page in Oracle Fusion Service. Quick Actions help agents quickly pe…
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Another user lock happens while setting the custom object DCL value in the activities custom DCLAnother user lock happens while setting the custom object DCL value in the activities custom DCL field. We have a Custom object ,while creating the activity we are setti…Kanne Ramu 34 views 6 comments 0 points Most recent by Umamaheswarareddy Ambati-Support-Oracle Sales
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How to send mail notification when add team member to service request?Summary: Need to notify team member by mail Content (required): Dears, We need to notify an employee when added to team member in service requests, how should it be done… -
Telephony integration in Redwood: Build your CTI toolbar as a Visual Builder App UIYou can leverage Oracle Visual Builder to implement your CTI toolbar application without needing to use a standalone web server for the deployment. Note: You must be fam… -
How to disable Service Address source values in Service request standard fieldSummary: In our current implementation, we are using "Service Address Source" field on Service Request and Work Order pages to select the source for the address that nee…
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Send email with pdf attached that is generated by BI publisherSummary: BI publisher report is created to generate a pdf. When a Service request is closed the customer should get an email with Service Report pdf. Content (please ens…Hardik Gupta 22 views 2 comments 0 points Most recent by Radhika Abhyankar-Support-Oracle Fusion Service
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Import Audit logs from Oracle Service cloud (Right Now)to Oracle Fusion Help Desk or Case ManagementSummary: As part of our migration initiative from Oracle Service Cloud to Oracle Fusion Help Desk and Case Management, we intend to move not only the case management dat…Chandramouli Yangareddy 34 views 3 comments 0 points Most recent by Michelle Walter-Oracle Fusion Service
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Unable to Use AI Agent Team in Service Center UISummary: We have created an AI agent team using a Admin user; however, the agent is not available for selection or use within the Service Center object UI in Smart actio…
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avoid Signature images attachment in SRSummary: avoid Signature images attachment in SR. When user sent email and its get create service request in oracle. So, signature images like logo of company is also ge…
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Service work order: mass update functionalitySummary: Service work order: mass update functionality Unable to find mass update option in adative search for the work order object Regards, Mohammed Hyder