Service Request Management
Discussion List
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Can we truncate Primary point of contact field to first name in HR Help Desk while triggering emailSummary: Hi All, We have a requirement to trigger an email, and the template goes like this Hi [$PrimaryContactPartyName$], Thank you for reaching out. We have assigned … -
Maximum limit to load bulk records in rest apiwe are trying to create a service request along with the more 4000 lines data in the child object of service request. But we are getting 504 Gateway error issue. The Ser… -
How can I distinguish which scheduled job created the record?I have a service request record that was created by a scheduled job, I want to know which scheduled job created the record. Is there a way to know this? I was able to kn…
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How can I distinguish which scheduled job created the record?Summary: I have a service request record that was created by a scheduled job, I want to know which scheduled job created the record. Is there a way to know this? I was a…
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Help Desk Categories not bound to Business UnitsOur initial configuration is not using the Multiple Business Units. However, our PPM will be needing to have the Multiple BU enabled, which will affect all our current c…Pernel Dela Pena 41 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Help Desk
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Not able to filter subview data for the cx-panel in Redwood SalesSummary: We have created a panel using the fragment cx-panel in Account object with the resource as 'serviceRequests'. Now the issue is when we click View All standard a…Sreekanth M, Oracle-Oracle 192 views 11 comments 0 points Most recent by Haresh Pahilajani-Oracle Sales -
How to add a Knowledge Article while composing a message in Redwood Service Center?Summary: In classic UI we have an option to Insert Knowledge Articles. How to perform the same action in Redwood Service Center. Below is the reference from Classic UI @…Sreekanth M, Oracle-Oracle 31 views 8 comments 0 points Most recent by KMChris-Oracle Fusion Service
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Navigation panel for Affected Party name fieldSummary: Is it possible to have the navigation panel to Affected Party Name field similar to the field Primary Point of Contact field has this feature? Content (required…
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How to auto update the SR status from "New" to "In Progress" after any updates made to the SRSummary: I would like to let SR be able to automatically update status from "New" to "In Progress" and I have set up a server script under Service Request object to trig…
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Object workflow/Tiggers are not working for Redwood helpdeskSummary: I am working on Migration from Classic to Redwood helpdesk. After running Job 3 , all email templates and profile options have been migrated. However , the obje… -
Display of milestones from Redwood UISummary: Hello community. Regarding the display of milestones from Redwood, it was identified that in the summary screen of the SR where the field with the due date of t… -
Inactive assignment as primary contact in SRSummary: when users open SR and type in PRIMARY CONTACT they get suggested to enter also Inactive assignments as primary contact How can we avoid that? is there a proces… -
is there any way we can get active record details at layout level action chain in service centre?Summary: At layout level action chain in service center if I want to access fields data or active record data, is there any way to handle this? Content (please ensure yo…Jidnyasa Falak 21 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Fusion Service
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How to Set a Default Channel Type in Fusion Service CenterThis guide provides step-by-step instructions for setting a default Channel Type during Service Request (SR) creation in Fusion Service Center, using Visual Builder Stud… -
Create Custom Panel for Attachments in Redwood Service CenterSummary: The attachments panel was OOTB in 23C and removed in 23D, I'm trying to replicate what was previously available. I've tried following this post for contacts (ht…
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Custom analysis on Service HomeWe would like to customize the home page of the Service Center (Service Home) by adding different sections than those currently available. We have searched extensively t…
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How to install a language pack?Summary: We need help with the procedure to install a language pack on Oracle Fusion Applications Content (please ensure you mask any confidential information): We are t…
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Ability to copy custom fields when using the 'copy' action on an SR to duplicate fields.Summary: Currently, if custom fields are present within the details of an SR, when selecting the copy action only standard fields are copied. Is there any customization … -
Object Level Trigger works in Classis UI but not in RedwoodSummary: Hi All, I wrote one before update trigger in activity object and it is working as expected in Service Classic UI but it is not working in Service Redwood. Per R…
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Where to configure SLA in Oracle Services CloudWe want to configure Service Level Agreement, like Customer Products, terms and condition, serverity, availability, service covered, in Service module like defining a co…Muhammad Yahya 51 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service -
SR creation for End-customer in case they bought the product from DealerSummary: Creating a Service Request against the end-customer which was originally sold to them by Dealer. Failed to find Installed base Asset under end-customer account …Bhargav Nandanwar - Trinamix 31 views 2 comments 0 points Most recent by Bhargav Nandanwar - Trinamix Fusion Service
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Availability Exceptions Oracle Fusion REST APISummary: Hi, We have a requirement for implementing a custom functionalility on Service Request Edit page in Redwood UI for which we need to access the Availability Exce…
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How to Enable Team Panel on Service Request Details Layout?Summary: Hi, We are trying to enable a 'Team' panel on SR object detail layout in Next Gen UI. There is no Team Panel available in standard Panel container in the defaul… -
Delay in assigning Queues to the CasesSummary: Sometimes there is significant delay in auto assigning the Queues to the Cases in the Case Management. But it is not every time. We have 'Service Request Queue …
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What is service profiles? How to implement and use in CX?Please provide some documentation related to service profiles
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Create notification for due date in Action plansSummary: When actions(tasks/appointments) are nearing the due date, is there a way to create notifications(web/email) or reminders so that the desired parties are aware …
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Add styling (Increase the label width & make the label bold) to the field groups in Redwood UISummary: We have a requirement to add styling to a field group. For Instance, we have the below field group & we need to make the Label of the field group as bold & incr…
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24D Fusion Service Extensibility Features Highlight | Be release readyGet release-ready and check out the exciting extensibility features coming in 24D. CX Service Actions are being introduced to simplify the Admin experience, along with t…
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View the service requests in Redwood UI which got closed by Auto closed jobSummary: Our requirement is we need to show closed Service requests that got closed by the Auto-Close Service Requests job Content (please ensure you mask any confidenti…