Service Request Management
Discussion List
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Parent Child SRContent Hi, How to capture parent & child SR? Use Case: We want to create multiple child SRs internally, based on the Customer SR (Parent). Child SR might be assigned to… -
Time to Resolve is not including schedulesContent We just went live with HRHD and have noticed that the time to resolve metrics do not include the Schedule of the queue. I've attached an example. It shows that t… -
Resource's Not SyncingContent We are seeing that our Resources are not syncing correctly and therefore cannot be search for in HRHD when assigning tickets. I've ran the below processes and th…
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Service request coveragesSummary Service request coverages and MilestoneContent Hi , We are configured the Subscription Coverages for Service Request object, we found that coverages defined in S… -
How to setup slack channel on Service RequestContent Hi Community Members, Can anyone tell me about how to setup slack channel for Service Request? I have checked setting communication channels chapter in oracle do… -
How to select "Bill To" site while creating Service Request in B2B Service.Summary How to select "Bill To" site while creating Service Request in B2B Service.Content Hi, We have multiple Bill To Sites for a single customer so while creating Ser…
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B2B KM article importSummary B2B KM article importContent Do we plan to support KM content import with the Fusion Import framework (e.g. FBDI, Import Mgt) at some point? As of now, I only se… -
Are DFF's available in Service Request Page ?Summary Are DFF's available in Service Request Page ?Content Hi, Are DFF's available in Service Request Page ? If Yes, Can you please let us know what Name/Flexfield Cod…
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Service setup check listSummary need any document for service setup check listContent Hi it will be great if any one shared check list for service and logistic setup , I just need setup for sta… -
CTI in Oracle Engagement CloudSummary CTI Adapter compatibility with Telephony Service ProviderContent Hi All, Good Afternoon. Today, most of our customers are looking for a common feature in CRM, wh… -
Enable SR Category in Common SetSummary Enable SR Category in Common SetContent Hi, SR category can only be configured per Business Unit. Do we have plan to make it available for set assignment? For ex…
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IB asset is invalid for the service request business unitSummary IB asset is invalid for the service request business unitContent Hi, I added a IB asset to SR. When I save the SR, I got the following message, ########### Faile…
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How can I check if an outbound email sent to a customer bouncedSummary How can I check if an outbound email sent to a customer bounced and what is the reasonContent I am looking for a way to check if the outbound emails sent by Enga… -
Send SecureSummary Send Secure through Service requestsContent We are looking for a way to do send secure in OEC with minimal customization like Outlook does. Has anyone accomplish… -
How to default Create Service Request in Engagement Service?Summary Need to configure Create Service Request as default when Contact Number does not match in ContactsContent Requirement: When a call is accepted, Engagement Cloud …
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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.… -
Service Request - Data Import TemplateSummary How to download Import Template for SR with all detailsContent Hi Community, I want to download import template for SR object with details like Field Name, API n…
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ODA for B2B ServiceSummary ODA for B2B ServiceContent Do we plan to have ODA skill built for B2B Service? Here are some examples of the ODA skills we are looking, Create SR Get SR detail G…
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Install Base Licensing Information.Summary Install Base Licensing Information.Content Hi, Please let us know which license is required for using Install Base module. Regards, Vishnu. Version 20A
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Customer Asset - Scheduled MaintenanceSummary Customer Asset - Scheduled MaintenanceContent Hi All, Anyone implemented the solution for scheduled maintenance of customer assets. Here is the use case, 1. Cust…
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SR and Project Costing IntegrationSummary SR and Project Costing IntegrationContent This is for a customer requirement - we'd like to capture the cost (i.e. material, labor overhead) related to the insta…
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Survey / Feedback on Incident ClousureSummary Survey / FeedbackContent Hi team, How to configure a survey and attach the same along with the incident closure mail so as to understand the customer sentiment o… -
SR Feedback featureSummary Any ways to request feedback from Customers?Content Do we have any feature to request feedback for SRs we worked with customers? If no, do we have it in near roa… -
System does not update extising SR with the new response coming from contactSummary System does not update extising SR with the new response coming from contact and create new SRContent System does not update existing SR with the new response co… -
Profile Option - SVC_ENABLE_SUBSCRIPTION_COVERAGESSummary Profile Option - SVC_ENABLE_SUBSCRIPTION_COVERAGESContent Quick question - is this profile option reserved for future release? I cannot update it to Yes. I wonde…
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We need to show only customized sub tab when the SR channel type for email and be hidden when channeContent We need to show only customized sub tab when the SR channel type for email and be hidden when channel type anything other so if we can do that condition and how …
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IB asset in SR creation flowSummary IB asset in SR creation flowContent When we create a SR, we have to enter customer first, then we can select IB asset. I see two issues, 1. IB asset LOV is defau…
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Make Service request page to be readonlySummary How to make Service request page to be readonlyContent Hi Team, I want to make all fields inside the service request object in detail page as read only, once the…
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Ability to attach KM article in OB messagesSummary Ability to attach KM article in OB messagesContent As far as I have observed, we can either insert KM content as text or send KM article as hyperlink in Outbound…
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Additional Service Email AddressesSummary Create additional email addressesContent We have one inbound service email address. We need to add an additional service email address that uses it's own set of …