Service Request Management
Discussion List
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Change Contact-Layout that is used when Contacts are created by Service Requestswhen a contact is created via a service request that is created using the E-Mail integration this contact is created using the standard layout. We however use custom lay… -
What is service profiles? How to use and create in CX?Summary: Hello Can any one explain about the service profiles object usage and How to create the service profiles in CX? Currently create option is not available for ser…Venkat Malepati 61 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Fusion Service -
2Auto Convert Service Request for certain Category to a CaseHi, We have a requirements to auto-convert Service Request for to a Case if the user choose certain category while creating Helpdesk service request. Is this functionali…
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Can the original email message be included when selecting Forward?Summary: When a new Service Request is created through email and have message to it. Can that original email message be included when we forward internally in Service Re…
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Count of Characters in Custom Field in Service RequestHi Team, I have created a custom field in the Service request, is it possible to display the count of character, same as it is being displayed in problem description. Al…
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Creation of multiple SLAs in standard coverage without using Business Units attributeSummary: Hi Team, We have a unique scenario where the customer has a requirement to have multiple SLAs for different regions in their organizations but the catch is they…
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Custom Smart Action for Activities is not available in Next Gen Service layouts, how to fix that?Summary: Hi, I have created a custom smart action for object function called 'Create Lead' for both Sales and Service applications. I am able to access the smart action … -
Request for Feedback: Automating Repetitive Tasks with Macros for Service TeamsHi Community, I am conducting research, and your help would be greatly appreciated. If we had a feature that allows users (such as service supervisors, operations staff,… -
I have requirement where i need to copy the details of the existing SR to a new one save of first SRSummary: We have a use case where I need to create a new SR based on the existing SR. Say when a ticket with a specific category is solved then a copy SR needs to be aut…
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How can we identify SRs assigned to a queue but not to a current member of that queue?Summary: We are looking to implement a notification or any validation to identify SRs that are assigned to a queue but are not currently assigned to any of the queue's a…
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How to change email notification system email ID to a personal outbound email id?Summary: Currently, when email notifications are triggered from the fusion service to a customer, the email address is of the system. I want to modify that email address…Saumya Vyas 11 views 2 comments 0 points Most recent by Radhika Abhyankar-Support-Oracle Fusion Service
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Is there a possibility to add the Resource information, while creating a person record in hcm?We need clarification on the below question, Is there is a possibility to add the Resource related information, while creating a person record in HCM. As per the current… -
Create Service Request once Opportunity is WonSummary: Once an Opportunity is Won, there is a requirement to create a Service Request Content (please ensure you mask any confidential information): Similar to a Lead …
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Create Sub tab related SR for Service RequestSummary: Hi All, I need to implement a related SR subtab for Service Request, where user can create SR with a button. Can you pls let me know if I can use existing OOTB …Anjanah Ganapathy G S S 21 views 1 comment 1 point Most recent by Edson Junior, Oracle Fusion Service
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Oracle Fusion Service 24C Extensibility Features Highlight | Be Release ReadyWelcome to the 24C Fusion Service Center Extensibility Release Highlight. This document provides an overview of the features introduced in Oracle Fusion Service's 24C re…
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Redwood:Is there any way to add new custom source to service address source on work order objectRequirement is to add one more new LOV for custom source to service address source field on work order object and based on LOV value we have to update service address. I…
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Custom Smart Action for Activities is not available in Next Gen Service LayoutsSummary: Summary: Hi, I have created a custom smart action for object function called 'Create Lead' for both Sales and Service applications. I am able to access the smar…
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How can I create a report BI of notifications sent by service request workflow?Summary: How can I create a report of notifications sent by service request workflow? Content (required): Currently we are dispatching a series of notifications through …Camilo Martinez-114335 31 views 1 comment 1 point Most recent by Radhika Abhyankar-Support-Oracle Fusion Service
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SR - Recommeded articles do not show up when filtering by productSummary: I am trying the usecase where articles should be recommended based on the product selected on a Service Request Created an article "Test POC" and associated the… -
set up visibility for queue based on business unitContent We want to modify the arrival page of the queue management for managers, the idea is that they can only see the queues that are related to their own business uni…XUM TECHNOLOGIES 82 views 5 comments 2 points Most recent by Radhika Abhyankar-Support-Oracle Fusion Service -
Can I limit the number of surveys sent to a customer for service requestsSummary: I am integrating Survey Monkey with Oracle CX for resolved service requests. We have some customers who open many SR's in a day. Is there a way to put a limit o…Crystal Pace 21 views 3 comments 0 points Most recent by Radhika Abhyankar-Support-Oracle Fusion Service
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Setting multiple email channels for multiple Business UnitsSummary: We need to set up email channels for multiple business units, each representing different companies. Example : Business unit one : Vision insurance Company Busi…Pearl Akondor 31 views 4 comments 0 points Most recent by Radhika Abhyankar-Support-Oracle Fusion Service -
How to create B2B SR through Inbound Email?Summary: Hello Experts, can anyone share setup document to crate B2B Service Request with Inbound email? Content (required): We are planning to utilize Service Request m…Umer Khitab 91 views 10 comments 0 points Most recent by Radhika Abhyankar-Support-Oracle Fusion Service
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In Case is there a way to add an existing employee as a contactSummary: In Case is there a way to add an existing employee as a contact rather than creating the same person again in Contact creation page? Content (please ensure you …
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Dynamic where clause in Value set based on form value in Oracle Service ModuleSummary: Dynamic where clause in Value set based on form value in Oracle Service Module We have requirement to create Table type value set where using Dynamic where clau…
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Dynamic Table type Value sets referring Where Clause Form DataSummary: How to create Table type Value set Dynamically, in the Where Clause refer Form Data. Example: in Service Request Module, we have to Create LOV based on Table ty…
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Approval from Email triggered from Object workflowSummary: We have a custom approval flow in Service Request object , and when the Service request is submitted (Custom button click), it will change the value of custom s…Jaison Joseph-Oracle 31 views 2 comments 0 points Most recent by Jaison Joseph-Oracle Fusion Service
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oracle engagement cloud Service documentationSummary: Hi, can anyone share with me the engagement cloud Service implementation document? we currently use the engagement cloud Sales and we need to implement also the…
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New tab Help Desk knowledge articlesSummary: Hi, We have noticed that there is a new tab "Knowledge articles" appearing under the search tab: When clicking on it nothing really changes in terms of search/r… -
Retrieve customers and their sites from AR to salesSummary: Retrieve customers and their sites from AR to sales to be able to see all the contacts related to each site Content (please ensure you mask any confidential inf…