Service Request Management
Discussion List
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How to cancel failed Field Service Work OrdersSummary: Unable to cancel Field Service Work Order that errored. Content (required): Please refer to the screenshot where the Work Order failed to create Activity becaus…Sankalp Damele 31 views 1 comment 0 points Most recent by veerendranath pulivarthi-Oracle Fusion Service -
Difference between HR Help Desk Request and Internal Service RequestSummary: Need help to understand how differently we can use the 'HR Help Desk Requests' and 'Internal Service Requests' Content (required): We are implementing NextGen H… -
No data on Categories for Service RequestsSummary: There is no data visible on category field on service request details page Content (please ensure you mask any confidential information): Hello experts, I have …
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Created a Service Request. Added part. Getting Java.lang.NullpointerException errorSummary Created a Service Request. Added part. Getting Java.lang.NullpointerException error.Content Navigation: Service>Service Request. Provided Title and Account. Go t…
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Disable Default Queue for Internal Help Desk (Service CX)When setting up Internal Help Desk (Service CX), we noticed that a default queue was automatically created. Is it possible to disable it or prevent it from being used as…
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How to enabled custom field Location Department dynamic LOV in Case ManagementSummary: How to enabled custom field Location Department dynamic LOV in Case Management Hi All, We want to bring location and department of impacted employee (Primary Co…Chandra Shekhar Narayan 51 views 5 comments 0 points Most recent by Chandra Shekhar Narayan Help Desk
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Unable to Submit SR in New UI of Oracle SupportIn the new Support UI launched yesterday (11/11/24), we are unable to raise the SRs as the 'Next ' button stops appearing by the end of the questionnaire. There is no fu…Aahiri_Sarma 124 views 4 comments 0 points Most recent by Radhika Abhyankar-Support-Oracle Fusion Service -
Queues inside other queuesHello Under the topic "Overview of Queues" in the link https://docs.oracle.com/en/cloud/saas/fusion-service/fauec/overview-of-queues.html it is mentioned that we can "pl…
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Availability of the "Related Service" field in Internal Help Desk (Redwood)Hello, I'd like to know if the "Related Service" field, which appears at the end of the "Edit Service Request" option, is available in the Internal Help Desk (Redwood). …Evelyn Orozco-Oracle 21 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Help Desk
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Fusion Service Redwood Extensibility Guide🚀 A collection of videos and resources to assist you in implementing Fusion Service Redwood. This list is continuously updated, so be sure to bookmark this post and che… -
How can I leverage Category Code in a usable way on the Service Request Edit page?Summary: I am attempting to use the Category Code on the service request edit page in order to drive show/hide logic for other fields. Essentially, if I had a category f…
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How can I enable "My messages" in Service Home RedwoodSummary: Hi community, I would like to know how can I enable "Me messages" section in Redwwod to see inbound emails. When open this view I cannot see enything: can you h… -
Nextgen:Milestone is not working based on Business Unit. It picks up the default coverage milestoneSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Issue with Dynamically Inserting Service Request Number into Redwood URLSummary: I am working on constructing a Service Request Redwood URL to be used in an email template. The template will be triggered via the Apps Composer → Object Workfl…
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How to Use the Service Console Navigation Framework to Open Pages within Service Console TabsOverview Core Service objects like work orders, tasks, and milestones open within the console as in-app tabs, providing a seamless and efficient experience for multi-tas…
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How to Use the CX Extension Generator in Fusion Service Redwood that opens a Separate Browser TabCore Service objects like work orders, tasks, and milestones open within the console (in-app tabs) to create a seamless experience for multi-tasking users. However, we r…
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Notification Preferences - No Values in Triggering Event DropdownIssue: While configuring Notification Preferences for Service Requests, I am unable to see any values in the Triggering Event dropdown. When I try to save, I receive an …
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Case status not closed after closing HRHD Service RequestHi We have HRHD Service request(Next Gen) and escalate the SR to the Cases. Now, when we mark the HR Service to Resolved state and run the process to update Close state,…
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how can we configure the dynamic from address in Service cloud messages objectWe have a requirement to send the mail's to end user's from dynamic from address based on Business Unit. We are able to change the channel Name only by following below d…Dara Nagasai 21 views 3 comments 0 points Most recent by Radhika Abhyankar-Support-Oracle Fusion Service -
Redwood SR/WO from Install base asset pageSummary: Greetings, We are currently focusing on Service Redwood Service requests and work orders. The necessary business process involves creating a service request fro…Tanuj Dhawan 81 views 5 comments 0 points Most recent by Radhika Abhyankar-Support-Oracle Fusion Service -
How to add a new line in acknowledgment messagesSummary: Hi community, Is there any way to add a new line in acknowledgment messages? I have tried adding an enter, \n, and other commands but they don't seem to be rec…Ricardo Barrera R 41 views 4 comments 0 points Most recent by Radhika Abhyankar-Support-Oracle Fusion Service
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Hide Product Groups in Service Request Product field.Hi Team, In Service Request we will have Product Field. So in that field we see all Product Groups and Products as Hierarchy view. But is there any option to show only t… -
Agent presence and availability visibilitySummary: We have agent presence and availability enabled for Redwood HR Help Desk, this provides agents with the ability to set when they are available for work assignme…
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How to provide read access to the custom tab on service request?Summary: We've set up a custom tab with custom fields within it. Is there a way to grant users read-only access to these fields? Content (please ensure you mask any conf…
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Redwood- How to remove attachments category from attachments section in SRSummary: Hi Team, Could you kindly guide me through the steps to remove the attachments category from the attachments section in SR, as shown in the screenshots provided…
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Is it technically feasible to get product line in the search criteria for the Service Request?As per Business Requirement we have a question related to Service Logistics/ Service Request Module Q. Is it technically feasible to get product line in the search crite…
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How to Add/Create a Metric Card for the Service Home PageSummary: Here are step-by-step instructions on how to add a metric card in the Service Home Page. The Metric card section is highlighted in the red box: NOTE: I used an … -
Object workflow notification when the SR status changed from ResolvedSummary: I’m creating an object workflow to send an email notification when the status of a Service Request changes from "Resolved" to any other status. For example, if …
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Are smart text user defined variables private?Summary: Are the user defined variables for a smart text supposed to be visible for only the users who create them (private)? Content (please ensure you mask any confide…
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