Service Request Management
Discussion List
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NextGen HRHD Page Customizations**This post was created as part of a How to Service Request (SR) Release: 22B Summary of the question: Is it possible to achieve following business requirements through … -
Transfer service request smart actionSummary: Hi all, is there any documentation explaining the meaning of all of HR Help Desk smart actions? I would need to know regarding "transfer service request" action… -
Deleted SmartTexts are still showing to a Next Gen Agent when composing a message in HR Help DeskSummary: My client has recently moved from HR Help Desk classic to Redwood and has added new SmartTexts using the new stripe code, they have deleted the old folder but w…
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25A Enhancements to the Extensible Navigation FrameworkHey there! Let's check out the cool new features in Oracle Fusion Service Center Extensibility 25A - we've got some awesome navigation features and CX actions to talk ab… -
Reference Numbers in Service Request Subject (Redwood)In the SUI for Service Requests, the Reference Number was automatically inserted the Subject Line for all messages (Replies and Forwards). In Service Center, the Referen…
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Add pop-up button to Service Request action buttonSummary: We are looking for a way to open a pop-up from the Service Request action button page similar to the "Resolve" pop-up window. We want to do this to move queue a…Stephan van der Walt 21 views 3 comments 0 points Most recent by Edson Junior, Oracle Fusion Service
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Redwood Helpdesk CustomizationHi Team, Our third party support team customized the page to disable few fields and category is populated based on the business unit. I would like to make category and d…
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How to retrieve necessary information of SRs from the new My Oracle Cloud Support PortalThe new My Oracle Cloud Support Portal was rolled out on 11-Nov-2024 and the SRs from the old My Oracle Service portal have been migrated to this new portal. Several ess…
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Is there any way of grey out the submit button while raising service request in the HRHD systemSummary: We would like to restrict/grey out the submit due to certain conditions such as if employee doesn't have active emirates ID she/he should not be able to click o… -
The client has a specific requirement and seeks clarity on the capacity assessmentf Oracle Service Cloud to support the following needs: Onboarding 20,000 customers daily. 2. Serving a total of 1 million customers. 3. Handling a 10x increase in daily …
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How to change default saved search of Service request subtab in contact objectHi , We are trying to change default saved search of service request subtab in Contact details pages. We want to default the value of SR Status to "ALL" in SR subtab in …
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We are looking for Oracle Fusion HelpDesk tables for a custom BIP ReportSummary: We are looking for Oracle Fusion tables to fetch - Manage Service Request Statuses, Knowledge Content Types and Knowledge Article Q&A fields in custom report. T…
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Redwood : Defaulting Asset field in SR Create PageSummary: In Redwood, how to default the Asset value in the Asset drop down when user navigates to SR Create from IB Asset Simplified UI? Content (please ensure you mask …
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How can we enable the CTI Media Tollbar in both Redwood and Classic UI at the same time?Summary: We can't enable the CTI Tollbar to work in both Redwood and ClassicUI at the same time. If we set a new bar as per Create a CTI Toolbar for Redwood the one in C…
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Assign Category for SRs coming from Email ChannelSummary: When inquries are sent to mailbox, an SR is created without a Category value. What can be done to auto-populate the Category with a specific value depending on …
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Help Desk - waiting day limit not considering calendarHello Experts We are facing some issues here in Help desk because the SR is ste to have 2 days of waiting a response maximum. Set by SVC_HRHD_IN_WAITING_DAYS profile val… -
HR Help Desk - "Assigned To" Column appears empty for some AgentsHi everyone, I’m facing an issue in Oracle HR Help Desk where the "Assigned To" column in the ticket overview appears empty, even though tickets are correctly assigned t…
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The Art of the Possible: Direct Access to Service Request DetailsOverview https://videohub.oracle.com/embed/secure/iframe/entryId/1_7gvykqwb/uiConfId/35965902This guide will show you how to skip the foldout panel and go straight to th…
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The Art of the Possible: Opening Service Requests in a Drawer from the Landing PageOverview https://videohub.oracle.com/embed/secure/iframe/entryId/1_3dxr0ehf/uiConfId/35965902 This tutorial will show you how to use Fusion Service Extensibility to desi…
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Email Daily Quota by using object workflowSummary: Hi, i have a requirement to send massive email for email campaigns. I know i can use application composer and object workflow to achieve this Now, what would be…
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How to extend side and foldout panels in Fusion Service Center - Join us on Nov 5th!Hey! Want to see how to extend side and foldout panels in Fusion Service Center? Join our live webinar on Nov 5th at 9am PST. Karyn Kurland, Sono Chacko, and I will be s…
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Run Queue Assignment action not available in Redwood Fusion ServiceSummary: How to run queue assignment in Redwood Fusion Service. Run Queue Assignment action is not available. Also how do we set the queues and assigned to filed to null…
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Oracle Certification migration from Old company email ID to new company mail IDSummary: Hi I recently joined the new organization, in my previous organization I had done the below Oracle Certifications which I need to map to my new company email ID…
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Helpdesk Agent is unable to assign Journey to the SR raised by other agentsSummary: Hello Team, We are facing this issue where Helpdesk Agent is unable to assign Journey to the SR raised by other agents. We get this below error "We couldn't ass…
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Table for Relationship in Service Request or query to get relationship in SRSummary: In service request there is a tab for Relation ship. I want to find table or query to get sr linked in relationship to the main Service request. Please help Con…Mahesh Ayyalasomayajula 36 views 2 comments 0 points Most recent by Mahesh Ayyalasomayajula Fusion Service
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How to add attachment panel in service center?Summary: We have one requirement to add attachment panel in service center. It was OOTB previously and I want to implement same. I tried following How to add a custom fo…
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Will the Action Plans Works in bi directional/Summary: We are trying to create a Action Plans such that once action on the next stage has two option but how do we give condition such that 2nd flow should be followed…
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Sales Stage field in the filter is appearing as a text input instead of a dropdown list.Summary: In the account object, when a user opens a specific record and searches for "Show Opportunities," we have enabled the Sales Stage field in the opportunities sub…Vijay Kumar Kotagoda 21 views 1 comment 0 points Most recent by Priscila Terazawa - Support-Oracle Sales
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Cannot see products in the SRSummary: Hi, We created the Product Catalog and added the Root Product Group to the "Service" usage. The products have the "Enable for Service" = Yes. We also set this o…AparajitMalliJawaharBapu 11 views 3 comments 0 points Most recent by Karyn Kurland-Oracle Fusion Service