Service Request Management
Discussion List
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Implementing chatSummary Understanding chat implementationContent Hello, I read the documentation of oracle engagement cloud and i dont understand how chat works. My question is to imple… -
Can we create Maintenance Work Order from Service RequestSummary Can we create Maintenance Work Order from Service RequestContent Hi, Can we create Maintenance Work Order in Maintenance Module from the Service Request in Servi… -
Can we able to get the logged in username and password dynamically through script?Summary Can we able to get the logged in username and password dynamically through script under service request object?Content Hi Team, I have registered OIC rest API in… -
Is there an archive mechanism to archive SR messages?Summary Is there an archive mechanism to archive SR messages?Content Today our customer was asking whether OEC has any archiving mechanism to archive the SR messages. Do… -
Can w able to disable the default queue in OEC ?Summary While creating SR the default queue is automatically set against the SRContent Hi Team, When a SR is created from Agent UI, automatic routing will not be happen,…
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Round robin queue SR is not assigning to logged out usersSummary Round robin queue SR is assigning for logged in users correctly but it is not working for logged out usersContent Hi, As of now Round robin queue SR is assigning…Indhupriya Natesan-160767 57 views 4 comments 1 point Most recent by Justin Anderson-Oracle Fusion Service
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How to make primary contact as default of the account while creating SRSummary Map the account and primary contact in service request objectContent Hi Team, While creating service request from SR UI, based on the account the primary contact…
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Reassign service requestSummary service request to be routed to the initial ownerContent Hi Team, I would like to reassign a service request to the initial owner who assigned to a particular gr…
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New SLA assignmentSummary New SLA assignment for different Project createdContent Hi Team, We came across a requirement where each customer can have new SLA and its milestone to achieve. … -
Unable to delete drop down value in service request objectSummary Unable to delete category drop down field value in service request objectContent Hi Team, I have list of values in service request category standard field and to…
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Creating/Updating 1:M related object through REST APISummary Creating/Updating 1:M related object through REST APIContent Cant we use REST API of an object say SR to create or update 1:M related object? Ex: SR is having a …
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How to see error in Action plan - SR creation?Summary Error while creating SR using Action plansContent I have an action plan to create SRs, when I initiate the Action plan I get the error as attached. Hence wanted …
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Interaction content in Interaction history tabSummary Can we have a link or something to show the interaction content?Content Its good that in Interaction history tab under SR, ACcount, Contact we could see when and…
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Importing Service Categories for multiple languageSummary Importing Service Categories for multiple languageContent We understand Service categories support Translations from recent release. We would like to know, wheth…
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Imported Custom Status is not displaying in SRContent Hi, I'm trying to import different Custom Lookups for SR object (ex: Custom Severities, Custom Sources, Custom Status., etc) in which other lookups are being sho… -
Service Requests from Social MediaSummary Is there a way that we can Integrate owned social accounts in Engagement Cloud?Content Can we integrate owned Facebook and Instagram channels to Engagement Cloud… -
Work Order Creation - OFSCSummary Work Order CreationContent Hello Team, Need your support for creating the WO from EC. I need to know whether it is a point to point integration or via ICS. Was g…
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CTI in engagement cloud - ServiceSummary CTI in engagement cloud - ServiceContent Hi Team, Is there any done CTI functionality integration in engagement cloud? If yes, kindly share your experience and d… -
Inbound Email - SR Creation ProcessContent Hi, When the customer respond the auto response / agent response mail, it picked the existing SR when customer has SR number in the email body like below. {##SR0…
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Object Name for Scheduled processContent Hi All, I am looking for object name for service request inside scheduled processes. I am calling one object function using Schedule Custom Groovy Object Functio… -
B2B and B2C contactSummary How to handle a contact serving both purposes in OEC?Content Summary:Same contact as B2B contact and B2C customerI have come across a scenario where, a contact c…
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Unable to edit field from Service Request contact relationshipSummary Unable to edit field from Service Request contact relationshipContent Objective: While adding contacts to a service request, we have to specify what role that co…
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Way to modify IB email processingSummary Is there a way to control the IB email processing?Content Objective: To get the attachments from email, invoke a DMS API and then attach it on the SR of type 'UR…
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CX – Unlock the power of your contact center with Virtual Assistant, 31 January 2019, 9.am.PT - SubmContent Submit your questions for the CX – Unlock the power of your contact center with Virtual Assistant session to have them answered during the live event. Post your … -
Trigger the workflowContent Hi All, is it possible to trigger the workflow for service request when request is getting updated by FUSION_APPS_CRM_ESS_APPID ? Regards, Rohit
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Text Area/Editor not displayed in Service Request > MessagesContent I navigated to Service Request, opened an existing service request and went to Messages tab. I tried to compose an email. Problem is, the text area/editor is not…
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CX – Everything You Ever Wanted to Know About Service Cloud Updates, 6 December 2018, 9 a.m PT - SubContent Submit your questions for the CX – Everything You Ever Wanted to Know About Service Cloud Updates session to have them answered during the live event. Post your … -
Ability to have unique sequence number for specific type of recordsSummary To have unique sequence numbers for records with specific typeContent Requirement: For SRs of type 'X' we have to have continuous numbers (unique sequences) for …
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HR Help Desk : Email NotificationSummary Enable Email Notification by creating a object workflow for Service Request/MessageContent Hello Experts, Kindly share your inputs on the below: Please let me kn… -
Recommended Performance Testing Tool for Service CloudSummary Recommended Performance Testing Tool for Service Cloud AD and PortalContent We will be doing the Oracle Service Cloud transformation project with call center in …