Service Request Management
Discussion List
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Under My knowledge classic, how to filter category based on user BU access?Summary: How to filter category based on user BU access. Content (required): While searching category under My knowledge Classic, all the categories for different BU is …Om Prakash Yadav-Oracle 3 views 1 comment 0 points Most recent by Om Prakash Yadav-Oracle B2B Service -
Status of Service request changes to In Progress when First response is sent by Customer Service RepContent Hi, Is there any seeded configuration/functionality that changes the status of a service request from New to In Progress when Agent/Customer Service rep sends re… -
Not able to store data in newly created custom fieldSummary: I have created a field(type text) ServiceActivityBillingType_c in a custom object(child of SR) and trying to store data in it using setAttribute() in a function…
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Bulk Update of a Custom Field in SR objectSummary: We have created a custom field in SR object. Now we want to update this field with some value for close to 50 K records. How to do this bulk update. Version (in…
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Can the Service Request message_id tag be removed from outbound messages**This post was created as part of a How to Service Request (SR) Release: 11.13.22.01.0 Summary of the question: Can the system generated Message Id be removed for Respo…
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Is it possible to change the default filter values selected for SR in Accounts details page layout?Summary: We are looking to show all the SRs for Accounts (open and closed) by default in Service Requests tab of Account. At present by default Open SRs are shown and th…
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Is there a way to find a message sent to an invalid email address?Question : Is there a way to find a message sent to an invalid email address? ------------------------------ Body------------------------------------ **This post was cre…
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Desktop notifications for B2B Service cloud usersSummary: We have a requirement to send a screen pop-up on the B2B Service application or a desktop notification to B2B Service users. Content (required): When a customer… -
Restricting knowledge Article on DCS portal based on the Knowledge user groupContent As per seeded functionality of DCS, Self-Service Users can access all knowledge articles that belongs to knowledge user group 'Everyone' with the help of Anonymo…
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Achieve delay of 15 Min in Groovy scripting for SR objectSummary: How to achieve a delay of 10 min in SR object trigger using groovy scripting. We dont want to use Milestones as it might disturb the already setup milestones. V…
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When viewing Service request messages is there a way to show To: From: CC on the message?**This post was created as part of a How to Service Request (SR) Release: 11.13.22.01.0 Summary of the question: When viewing a service request the Messages subtab shows…Robert Mutton-Support-Oracle 12 views 1 comment 0 points Most recent by Karyn Kurland-Oracle B2B Service
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How to restrict users to create\update\view SRs for a specific set of BUs?**This post was created as part of a How to Service Request (SR) Release: 11.13.22.01.0 Summary of the question: How can we restrict users from creating/updating or view…Robert Mutton-Support-Oracle 21 views 2 comments 0 points Most recent by Robert Mutton-Support-Oracle B2B Service
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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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Does the B2B Service mailboxes for service have a spam filter in front of them?Summary: Does the B2B Service mailboxes for service have a spam filter in front of them? Content (required): Spam Version (include the version you are using, if applicab…
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How to get the Queue Owner Details using Web Service or Groovy ScriptingSummary: "OwnerPartyNumber" field in Queue object gives the party number of Queue Owner. But when I try to get the details of this owner contact using webservice "https:…
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Activity Due Date Mapping to Action Plan End DateSummary Activity Due Date Mapping to Action Plan End DateContent Hi, In the Action Plan setup I don't see any attribute mapping for Due Date. My requirement is to map ac…
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Groovy to route SR to Agents.Summary: We are implementing the HRHD to a company, and they want that the SR are assigne to Resourses without considering the limit of work and even if the resourse are… -
Action Plan Task Status - Service Request StatusSummary: Dears, I want to have a relationship between the action plan task and service request status, so for example when a task status is ‘on hold’ ,, change service r…
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Create a Message of Type Response and channel Email using REST serviceSummary: We have a requirement to create a message on a Service Request on an Event. This message should be of type Response and Channel = Email so that an email is trig… -
Can we search for Internal Assets in Install Base Page.Summary Can we search for Internal Assets in Install Base Page.Content Hi, We have both Internal and Customer Assets in our Maintenance Organization but when I open Inst… -
How to integrate EBS Install Base Assets with B2B Service?Summary: Integrate EBS Install Base Assets with B2B Service Content (required): We are looking to integrate Install Base Assets from external EBS to B2B Service. This is… -
How to create groups in BPM worklistSummary To Create group of users to whom the task should be reassigned in BPM worklist notificationContent Hi All, In BPM worklist bell notification actions there is an …
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How to find the base table name of a Custom Child ObjectSummary: How to find the base table name of a Custom Child Object. In our case this object has been created as a child object of SR. Version (include the version you are…
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Unable to change the SR Status by Partner UserSummary: We have a scenario where Service Requests are automatically assigned to a Partner user. When the partner user logs in and reviews the SR, he is not able to chan…
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Problem in adding attachment to message on Service Request using REST serviceSummary: I am trying to create an attachment using the below REST service. I have provided the request and response payloads. The response seems to have created the atta…
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Restrict Service request category based on another fieldSummary Restrict Service request category based on another fieldContent Hi, We have a requirement to show only few Categories on Service request based on another field o…
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How to Add Child Lookup ValuesSummary: How do I add the new values in child lookup based on field ResolutionCd. The Parent field is ResolveOutcomeCd. Object is Service Request. Any pointers or links …
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Limit on the levels of Service Request Category hierarchySummary: As far as I know there is no limit or restriction on the levels of categories in a SR category hierarchy. I can create child categories to any level. Please cor…
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Survey using Engagement Cloud - ServiceSummary Survey using Engagement Cloud - ServiceContent Hi, Can we send survey to customers to capture their feedback on Support Request in Engagement Cloud Service or ma…
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Can we add cc on Inbound message to contacts in Service Request?Summary: Can we add cc on Inbound message to contacts in Service Request? Content (required): Is there a way to parse the email header of the Inbound message and take th…