Service Request Management
Discussion List
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Email to Service Request (SR) creationSummary: Hi, I need to create an SR in Oracle Fusion Service from an email in Gmail. I have already completed the below setups: Created a new channel and associated it w… -
Service Work Orders - How to restrict work Order records/ transactions based on Business Unit?Summary: How to restrict work Order records/ transactions based on Business Unit? For Example: BU1 User should not have access to the BU2 records and Vice Versa. Content… -
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… -
Set default value from Service Request to Field Service Work orderSummary: Hi All, I am trying to set the default value from Service Request to Field service related Work Order. Below is the code Please let me know what is wrong with t…
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Redwood - How can i add contacts under an account to every SR which is created in fusion service ?Summary: Need to add / associate a subset of available contacts under an account to every service request created for that account. We have a business requirement on whi… -
Redwood-How to remove few sections in SR edit PageSummary: Hi Team, I want to remove below sections in SR edit page as per the below screen shots . I am not able to find OOTB configurations to remove them, Could you ple…
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AI Features(Service Request Similarity, Service Request Classification) are available in Portuguese?Summary: We are trying to implement these AI features to our customer who using Portuguese Language, but these AI features only available in English language. We wanted …Satyavani Gundumogula-Oracle 18 views 2 comments 0 points Most recent by Satyavani Gundumogula-Oracle Fusion Service
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Issue with "Create Generic Work Order" Page in Redwood UISummary: Hi Team, We are currently facing an issue with the "Create Generic Work Order" page in the Redwood UI. When clicking the option to create a generic work order, …
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Add Formatting and Image Insertion Options to Initial Help Desk Request CreationSummary: When creating a service request in HR Help Desk, there’s no ability to format text or insert images (such as screenshots) directly into the Detailed Description…
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Which roles should I assign to my users so they fall into the following categories?Which roles should I assign to my users so they fall into the following categories? Coordinator: Can view all SRs, accounts, and contacts in read-only mode. Manager: Can…
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Independent Value set ->Dependent Value set -> Dependent Value Set Setup on DFF.We have a requirement where we want four(Parent Department, Department, Division, Job) DFFF on Request a New Position. When we select a particular value from Parent Depa…
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Need to default value in Installed Base DFF based on a DFF in PIMHi team, We need to default a value in a DFF in Installed Base Assets, based on the corresponding value of a DFF from PIM for that Installed Base item. How can we achiev…
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How to Add Team Member of Queue as Team Member of Service Request?Question : How to Add Team Member of Queue as Team Member of Service Request? ------------------------------ Body------------------------------------ **This post was cre…
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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…
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How to restrict HR Help Desk Agents from viewing service requests created by other LE employeesHello Experts, We have a requirement where we need to restrict HR Help Desk Agents from viewing service requests created by other LE employees For example: Service reque…
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Update on Known Issue with Extending Service Request Edit PageHello Community Members, We have become aware of an issue that may be causing confusion for some of our implementors when working with the service request (SR) edit page…
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SR is getting created when replying to the notification from object work flowSummary: Refered the guidelines provided in the document below, but its not working. Still a new SR is being created when any of the contacts under that SR reply to the …
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How to Extend the Update Field Action Bar CommandOverview: This guide details the steps to extend the update field action in Oracle CX Service UI, allowing users to update specific fields directly from the action bar. …Edson Junior, Oracle 167 views 3 comments 2 points Most recent by Edson Junior, Oracle Fusion Service
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Object workflow email response doesn't reach B2BSummary: Object workflow was used to send email notification to customer upon Service Request record creation. Once the customer replies to it, the email sent out doesn'…
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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…
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SR Visibility Not Restricting by Business Unit Despite Using Predefined Data Security ConditionHi, We’re trying to restrict visibility of Service Requests (SRs) based on a user’s Business Unit (BU). Here’s what we’ve done so far: Setup: Created a custom job role i…
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Ability to track ownership of Installed Base AssetsHi members , We want to understand if there is any possibility to maintain an "Owner" field in Installed Base Asset that is out of the box, this will enable us to track …
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How to enable Workspace in RedwoodHi , We are trying to open workspace in Redwood . Currently it is opening in Classic view as attached in screenshot . Is there any way to achieve opening Workspace in Re…
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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 …
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Service Request is not automatically created by incoming emailHi team, We're trying to configure Inbound emails to automatically create Service Requests in CX Service module. We've done the below configurations: Used the standard E…
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Invocation of service URL used in connection failed with status code 411 Length Required.Webservice call is getting failed showing the below error Exception in expression "oracle.apps.crm.service.svcMgmt.srMgmt.model.entity.ServiceRequestEO" trigger "SBP_EBS… -
Unable to login to new My Oracle Cloud Support PortalThe user is unable to log in to the new My Oracle Cloud Support Portal and is encountering an 'Identification not matched' error. The user is entering the Support Identi…
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Facing issue while creating Internal message under service request using groovySummary: Facing issue while creating Internal message under service request Error message: Content (please ensure you mask any confidential information): Version (includ…
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Adding Attachments During SR Creation via REST APIHi Team, I have a query regarding adding attachments during the creation of a Service Request (SR) through a REST API call. From the REST API documentation, it seems tha…