Service Request Management
Discussion List
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24B Fusion Service Center Extensibility HighlightsWelcome to the 24B Fusion Service Center Extensibility Release Highlight. This document provides an overview of two extensibility features introduced in Oracle Fusion Se… -
Service Address Source - How displays the dataSummary: We are working with Service Center(Next Gen Sales) , In this we are using Service Address Source Field, But the standard field not displaying the Address type i… -
Contact Name as Hyperlink in Custom Contacts PanelSummary: The Contacts panel was OOTB in 23C and removed in 23D, I'm trying to replicate what was previously available. I was able to successfully create the Contacts pan…
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Leveraging Service Console Navigator to Open an App UI in Oracle Fusion ServiceThis article provides a detailed guide on leveraging the Service Console Navigator to open an App UI in Oracle Fusion Service. Key points include: An overview of the Ora…
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Queue: Inactive Queue is still shown in Mobile appSummary: A queue has been disabled but shows up as a queue value selection in mobile app In WebUI the Queue value is not showing up anymore but when tried in Mobile app,…
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Service Request Management Vs Case ManagementContent Hello All, Actually, I am a little bit confused about the difference between these 2 features (Service Request & Case) in service module. I understand that the s… -
How can we see financial costing transactions from Maintenance Work Order to CostingHi team, I need to understand how we can see financial transactions of costing interfaced from Maintenance Work Order to Costing, the current tasks provided by Oracle do…
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2 Global Default CoverageSummary: We would like to know if it is ok to use 2 Default Coverage at Global Content (please ensure you mask any confidential information): Client would like to do a s…
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Category Hierarchical PickerHi, I want to make Sub-category as required and user shouldn't be able to select just category. we are using "Category hierarchical picker" format from VB studio. Exampl… -
Auto Assign category to help desk request created through inbound emailSummary: Hi - i have followed the complete document but not able to assign the below role. CRM SVC Attribute Detection Administrator: You can find this role in the appli…
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In the Details of the Service Request appear two new tabs "solution description" -"Resolution Code"Summary: Hello to all, in the detail of the Service Request appear these two tabs that are highlighted, I was wondering if this update is due to release 24 B ? Reading t…
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Will notifications be available via SMS for Help Desk notifications?Summary: Currently, you can build custom notifications through HR Help Desk that can be sent via email or through bell notification. Is there anything on the roadmap whe… -
Unable to find a resource in HR Helpdesk 24BUser is already resource of another queue when I try to add the employee to new queue when I click on Add Resources and search with the first name and last name. I am no…
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How to export the resource detailsHi Team, To add the agents, I heard that we have to add a resource first. But I couldn't see the tasks to identify the resource. 1.Is it possible to see the existing res…
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Fusion Service > Service Center (B2BService) 24C Update - Changes "Ready for Use by End Users"Hello - I am looking for some clarification on some of the changes that come with the 24C Update related to the Fusion Service Center (B2B Service/Legacy Help Desk). For… -
Condition the status field according to the category of an SRGood afternoon, I want to find a way to condition the list of selectable SR statuses based on the category of the SR. Example: I have the following statuses configured: …
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How to configure a declined message in live chat?Summary: I want to configure a decline message on the "live chat" feature when there are no agents available to attend the messages, after two agents decline the chat th…User_QMJGQ 21 views 1 comment 0 points Most recent by veerendranath pulivarthi-Oracle Fusion Service
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Meaning of Hours LoV in AvailabilitySummary: What is the meaning of the Hours values in Availability? Content (please ensure you mask any confidential information): When we are creating an Exception, we sa…
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How to implement Message in service center in redwood?Summary: We have functionality to record the comments from service request in Message subtab. Please suggest how can we implement this in service center? Content (please…
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how to hide the mark as complete and delete actions in tasksHi Everyone, In NGS Activitiy screen we are getting Mark as Complete and Delete for Task. we don't want to give those two options available to End Users. How can we hide… -
Datetime conversion into Customer preferred TimezoneThe Datetime field to be converted from System Timezone to the User Preferred Timezone, any information on this would be appreciated Content (required): The Datetime fie…Venkat Mekala 41 views 1 comment 0 points Most recent by veerendranath pulivarthi-Oracle Fusion Service
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Case worker should see their case onlySummary: Ideally a case worker should be able to see a case where he/she is the primary owner or a part of team. Right now, a person who has a case worker role is able t… -
How to fix error (SVC-5295359) and (SVC-5295360)Summary: I wanted to convert an specific email to create SRs in helpdesk. I created a channel for this email address. Create auto routing rules to route any emails to th…
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Assignment Rule Department does not have "In including Children" OperatorSummary: When we are creating an Assignment Rule with the Attribute of Department, we are not able to see the "In Including Children" operator. Content (please ensure yo…
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Automate addition of products to a product groupHi team, Is there any script that can be used to automate addition of products to a product group of a service catalog. A lot of items are being maintained by the custom…
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Ability to show service categories in hierarchical list in workspace while searching.Hi All, Our customer is having hierarchy setup for service categories, they are looking for the ability to show service categories in hierarchical list(roll-up) in works…NikhilSamudrala-Oracle 21 views 1 comment 0 points Most recent by Karyn Kurland-Oracle Fusion Service
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Contact search using the addressSummary: when I search for a contact using the address, only the primary address appears in the results. How can I include all addresses, including secondary ones, in th…
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Unable to add attachments to closed service requests after 24BHi All, We are unable to add attachments to closed service requests after 24B, can anyone assist on this? Thanks & regards, Nikhil
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need to add the related object custom fieldsSummary: need to add the related object custom fields on the parent object it order to include it as a search criteria Content (please ensure you mask any confidential i…
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Add non workers as agents who can handle particular set of tickets only?Summary: We have requirement to add non workers as agents who will be handling set of tickets only, I know OOTB it's not possible as resource directory doesn't allow any…