Service Request Management
Discussion List
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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…Jitendra Singh-Oracle 21 views 1 comment 0 points Most recent by Melinda Uhland-Oracle Fusion Service -
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… -
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…
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Calculate Service Request (SR) Milestone on Date ReportedSummary: Change the calculation of SR Milestone from Creation Date to Date Reported Content (required): The client sometimes receives late notice of an issue and raises … -
Understanding SMS [channel Type and Communication Channel) in Service RequestSummary: Need details about SMS (channel Type & Communication Channel) in Service Request. [Assume customer has an SMS gateway] Content (required): I have to achieve fol…
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PoC for Service EntitlementsSummary: Would like to demo Service Entitlements / Milestones / First Response Metric in a Non-Publishable Sandbox Content (required): I have performed the necessary set…
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Trigger and populate the Resolve Service Request dialog box through codeSummary: Rather have the client click resolve and enter redundant data from the service request into the resolution I would like to trigger and populate the Resolve Serv…
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How to make a record read only based on a field valueSummary: How to make a record read only based on a field value Version (include the version you are using, if applicable): 21C -
SR Category field not available while creating start, pause, and stop criteria for milestonesSummary: While creating start criteria for milestones I have to give a condition like "Starts When Category Is One Of XYZ". But I dont see "Category" option in Attribute…
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SR Status auto update to ClosedSummary: Service Requests which have status as Resolved are automatically set to the status of Closed after 30 Days(can vary) and become read only. How to replicate this…
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Feasibility check of Service Category Name in Search barContent Hi Team, Customer Requirement - Suppose for an SR, third level category is selected and saved the SR. When opening the category field in the SR, is it possible t… -
Restrict displayed Category values based on rolesSummary: The requirement is to restrict specific Category values to display only for a specific user role. Content (required): We are using Next Gen Internal Help Desk, … -
Is Role Delegation in B2B? If an Agent does on leave, how can the SRs assigned to me him be -reassigSummary If an Agent does on leave, how can the SRs assigned to me him be -reassigned to another Agent?Version 21B
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How can I capture Category from an inbound email?Summary: I would like to be able to capture the category in the inblound email so that the request would automatically be assigned to the a queue and resource. Content (…
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Depot Repair: Service Request "Status" update.Summary: How can we update Service Request "Status" based on action performed in other fusion functional areas eg: 1) RMA Receipt status updated after receiving incoming…
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Modify Standard Field Length in UIContent Hi, Problem Description field in SR object holds 1000 Character. Is there a way to allow only 240 chars in UI level? Thanks, MohanMohana Gopal S-Oracle 31 views 0 comments 0 points Most recent by Mohana Gopal S-Oracle Fusion Service -
Create Service Request from ChatSummary Interaction & SR CreationContent Business Flow: Customer initiates Chat -> Agent accepts Chat -> Chat Wrap-up -> Interaction Creation on Contact Record -> New Se…
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Assigning to queues based on email header informationSummary How can we assigned SRs to the right queue based on where the email was routed from?Content We have created a few different queues and would like to auto assign …
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Service Request - Part DetailsSummary The item list in the "Add Part" page is emptyContent Hi All, I am trying to add part number to the service request but the list is empty. i did the required setu… -
Application table for standard coverage under subscription managementSummary Need to query coverage details under subscription management using data modelContent Subscription Management -> Standard Coverage - > (Template details) what is …
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How to make the Severity field to be readonly in layout levelContent Hi Team, I want to make "Severity" field to be readonly for one details page layout out of 5. But the updatable option is non-editable in that layout. So I cant … -
Milestone details on SR are not updated when Service Entitlements Using Subscription Coverages is acContent Dear experts, Customer's fusion instance recently got migrated on rel 20D hence I thought of using Subscription Management for managing the SR milestones. Previo…
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How to enable CTI partner media toolbar for partiular user?Content Hi Team, We have enabled the CTI partner media toolbar in our application by making the below profile option as "Yes" at the site level. So it is visible to all …
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Can we get child record against the selected parent record through API?Content Hi Team, I have 2 FCL field as F1_c and F2_c, in which F2_c having a parent constraint mapping. So If I selected any value from F1_c, then the corresponding mapp…
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Find Similar SRs using AI - Call for Participation in Oracle's Early Adopter ProgramSummary Early Adopter Program (EAP) - Identify similar SRs using AI to cut down agent resolution timesContent UPDATE (Sept. 2021): The EAP/Beta Program for SR Similarity…
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Groovy Script - Defaulting Affected Party to session User when creating an SRContent We are using the 'Affected Party' field during SR creation and would like to default it to the user who is trying to create the SR. I tried to map it to the 'Pri… -
First Reponse Milestone Resetting when moving QueuesContent Hello, We've recently moved to category queues for HRHD (old) and have found that when a ticket is moved between queues the First Response Milestone is reset. Th… -
How to send email to group members from service requestContent Hi Team, I want to send mail to all the members available in the queue whih is selected in the SR. I tried using Object workflow with Resource group option in th…
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need to create a drop-down menu read multiple text fields from a custom objectSummary need to create a drop-down menu read multiple text fields from a custom objectContent Dears, need to create a drop-down menu read multiple text fields from a cus… -
If anyone faced this error before when open an existing Service requestContent Hi All, I am getting the below error while opening an existing SR. "Too many matching records found. Specify additional criteria to limit the number of records."…Jitendra Singh-Oracle 68 views 4 comments 0 points Most recent by Jitendra Singh-Oracle Fusion Service