Service Request Management
Discussion List
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Tagging service requestsContent Hi, I want to create a tag and associate to one service request. I have exposed the "tag" field inside the details page layout. But when I tried to create a tag … -
SO# logic for SR Part DetailsSummary SO# logic for SR Part DetailsContent Hi, On SR -> Part Details, if I create one RMA (with customer return SAC) and one Ship (with customer install SAC) lines, is… -
A valid default service request status hasn't been defined. Ask your service administrator to set itSummary SR can not be created when using sandbox -
Rearrange Actions in Action PlanContent Hello, We've created some action plans, but it seems that the actions are in the wrong order. They have the correct prereqs, but is there a way to rearrange the … -
Capture last response date for service requestContent Hi All, I am looking to build the solution which can capture Last response date when customer responds to SR. I have achieved this by using formula fields but fu… -
How to assign Service Request Queue to Activities Under Service RequestSummary Service Request Queue Assignment to Activity TeamContent We have requirement of Service Request with set of Tasks to be performed. Each task will be assigned to … -
Sr type needed to be added as a condition column instead of the severity columnSummary SLA rule needed to be based on SR type instead of severity so how we can add Sr type column and delete severityContent SLA rule needed to be based on SR type ins…
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How to route SR to queue based on Account object attributesSummary Need to know if it is possible to use other object attribute in SR queue routingContent Currently Engagement Cloud Service allows you to configure queue routing …
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how the scores for the agent interaction can be addedSummary How we can add scores for each interaction
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Propose SR resolution as KBContent Hi, Can we propose SR resolution as knowledge base in OEC? Thanks, MohanMohana Gopal Selvam-Oracle 45 views 3 comments 0 points Most recent by Nizam Mogal-112779 Fusion Service -
Knowledge articles migrationSummary Any way to migrate KM articles to higher environments?Content I understand as of Rel12 we didn't have a feature to migrate the KM articles to the higher environm… -
Contact creation for unknown customer in email managementContent Hi Team, Service request is created through inbound emails sent by unknown customers. But Contact is not created. We can restrict not to create SR for emails sen…
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Translations of HRHD custom fieldsContent Hi all, Is it possible to translated HRHD custom fields? I can only find the translation editor on HRHD categories THanks Sophie Version 19D
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Demo account for OECSummary Demo account for OECContent Hi Folks, I am trying to create a demo account for OEC Service Cloud using my oracle SSO account in www.demo.oracle.com. However the … -
How the Service Request can be billed to CustomerSummary How the Service Request can be billed to CustomerContent Hi, We are looking for a solution where we can bill the service request to the customer. For example, an… -
Ability to see history of approvals in SR objectSummary Can we see history of approvals directly from a SR (on a custom approval BPM flow)?Content Requirement: Custom approval flow (BPM) is there on SR object. Custome…
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SMS from Oracle Engagement CloudSummary How to send text messages to Service Request's ContactsContent Has anyone implemented a solution to send SMS via OEC? How was it done? Do we need an external ven… -
Customization in Service EntitlementsContent Hi, We have maintained the Account Type in Account level. Our requirement is based on the SR's account type, we have to set the different SLAs. Is it possible? H…Mohana Gopal Selvam-Oracle 34 views 2 comments 1 point Most recent by Mohana Gopal Selvam-Oracle Fusion Service
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Is it possible to create an HRHD SR based on HDL/Rest API from core HR?Summary Is it possible to create an HRHD SR based on HDL/Rest API from core HR?Content Hi all, I am looking into creating an SR from information that sits in core HR and…
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Categories in GroovySummary Can I access Categories using newView()Content We want to create a custom Category field validation when the category is selected in the SR. Specifically, we wan… -
Email is triggering multiple timesSummary Email is triggering multiple times on Service request objectContent Hi Team, We have two email templates and which will trigger through object workflow based on …
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Passing values from Service Request Page to Contacts Create Page fieldSummary How to pass/set a value from SR Page to Contacts Create Page?Content Hi all, Is this scenario possible in Oracle Engagement Cloud? Scenario: I have a custom FCL …
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Setting up the web channelContent Hi Community Members, I would like to know about following scenario : if SR has been created manually or using any other chanel apart from web in OEC and while r…
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HR help desk SR: required fields are not populatedSummary HR help desk SR: required fields are not populatedContent Dear experts, I am experiencing the following issue with HRHD SR UI: for some reason fields like Primar…Volodymyr Faranosov 44 views 1 comment 0 points Most recent by Justin Anderson-Oracle Fusion Service -
Implementing chatSummary Understanding chat implementationContent Hello, I read the documentation of oracle engagement cloud and i dont understand how chat works. My question is to imple…
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Can we create Maintenance Work Order from Service RequestSummary Can we create Maintenance Work Order from Service RequestContent Hi, Can we create Maintenance Work Order in Maintenance Module from the Service Request in Servi…
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Can we able to get the logged in username and password dynamically through script?Summary Can we able to get the logged in username and password dynamically through script under service request object?Content Hi Team, I have registered OIC rest API in…
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Is there an archive mechanism to archive SR messages?Summary Is there an archive mechanism to archive SR messages?Content Today our customer was asking whether OEC has any archiving mechanism to archive the SR messages. Do…
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Can w able to disable the default queue in OEC ?Summary While creating SR the default queue is automatically set against the SRContent Hi Team, When a SR is created from Agent UI, automatic routing will not be happen,…
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Round robin queue SR is not assigning to logged out usersSummary Round robin queue SR is assigning for logged in users correctly but it is not working for logged out usersContent Hi, As of now Round robin queue SR is assigning…Indhupriya Natesan-160767 58 views 4 comments 1 point Most recent by Justin Anderson-Oracle Fusion Service