Service Request Management
Discussion List
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Integrating AI Agents in Fusion Service Center to Boost Agent ProductivityOverview In this walkthrough, we focused on launching an AI Agent through a Smart Action inside Service Center. It’s important to note that Ask Oracle (Chat Drawer) is a… -
Groovy script to change status when a User responds to Help Desk RequestWe need a groovy script to change the status to 'User Responded' as soon as a user responds to Help desk request. Client is not satisfied with the one provided by Oracle… -
SR summary isn’t taking SR number dynamically, even though the prompt says to fetch it from urlSummary: For the SR custom agent, fetching the SR number dynamically isn’t working. While smartActionMetrics allows dynamic retrieval of the activity number, it’s unavai…
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SR Visibility Not Restricting by Business Unit Despite Using Predefined Data Security ConditionHi, We’re trying to restrict visibility of Service Requests (SRs) based on a user’s Business Unit (BU). Here’s what we’ve done so far: Setup: Created a custom job role i…
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Fragment Details: cx-svc-custom-child-object-listAuthor: This How-to article is a contribution from @Sono Chacko-Oracle This section explains the parameters and events available for the fragment that displays child obj…
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Exposing Child Object List on the Service Request PageAuthor: This How-to article is a contribution from @Sono Chacko-Oracle This step-by-step guide shows you how to display and manage a child object list (for example, Orde…
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Fragment Details: cx-svc-custom-relation-objects-listAuthor: This How-to article is a contribution from @Sono Chacko-Oracle Parameters Name Description Sample Values Required extensionId defines which Visual Builder applic…
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Exposing Relationships Table (Created Via Dynamic Choice List) on the Service Request PageAuthor: This How-to article is a contribution from @Sono Chacko-Oracle In our previous article , we demonstrated how to create standalone pages for custom objects in Ora…
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How to Create a Custom APP UI for custom objects in Fusion ServiceAuthor: This How-to article is a contribution from @Sono Chacko-Oracle Overview This article provides a comprehensive guide for Oracle Fusion Service partners and custom…
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Enable Redwood Service without Service SubscriptionSummary: Enable Redwood Service without Service Subscription Content (please ensure you mask any confidential information): Dears, One of our customers is not subscribed… -
Is it possible to hide a Category from the UI but still allow backend updatesSummary: We have a requirement where a specific Service Request Category should not be visible to end users in the UI (both Create and Edit pages), but it must still rem…
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How to check Inbound Messages in Redwood Service Request?In SUI, I am able to see the messages. But in Redwood SR, how to check the Inbound Messages?Vignesh Prabhu Ganesan 17 views 2 comments 0 points Most recent by Vignesh Prabhu Ganesan Fusion Service
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Approval workflow in HRHDThere is a request from one for client to implement approval workflow in HRHD (HR Helpdesk - Redwood) for below 2 business cases. Please let us know whether we have appr…
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Unable to find the option to enable the Knowledge with Redwood User Interface feature.Summary: We are trying to enable the Knowledge with Redwood User Interface feature for Redwood Knowledge in our application. However, we’re unable to find the option to … -
how to Expand Activities Panel Width on SR Overview Page?Summary: how to Expand Activities Panel Width on SR Overview Page? Content (please ensure you mask any confidential information): Hi, On the SR Overview page, the Activi…
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A valid default service request status hasn't been defined. Ask your service administrator to set itSummary SR can not be created when using sandbox -
Unable to search new customer account in Fusion Service Accounts page.Summary: Content (required): The new customer account is created from Accounts Receivable --> Manager Customers. However, the account is not coming in search from Fusion…
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Show default to All Work OrdersSummary: So, basically we have a subtab called Work Order on Service Request page where in the Show option we want to have default option as All Work Orders but currentl…
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How to send mail notification when add team member to service request?Summary: Need to notify team member by mail Content (required): Dears, We need to notify an employee when added to team member in service requests, how should it be done… -
Listen for Attachment UploadsSummary: I want to listen for attachment uploads on the Service Request object to update a flag on the record. We are implementing in Redwood and wondering if this is ac…Daniel Hales-Deloitte 27 views 2 comments 2 points Most recent by Daniel Hales-Deloitte Fusion Service
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Unable to add standard category LOV in the service entitlement matrix classSummary: Hi Team, I am trying to add the "Category" field as new conditional column in the standard coverage which is a standard field in service request object. In the …
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Show Message After Account Selection (Create Service Request Page)Hi, In 25C, When I select an account on the 'Create Service Request' page, I want a message to be displayed on the same page after selecting the account. Thanks, Babasah…
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How to get latest updated records from ess_request_history ?Summary: Hi team, We are building a report using the ess_request_history table, where I need to fetch incremental records based on a timestamp filter. However, I couldn’…
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Redwood-How to remove few sections in SR edit PageSummary: Hi Team, I want to remove below sections in SR edit page as per the below screen shots . I am not able to find OOTB configurations to remove them, Could you ple…
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How to Create Custom Fields That Match SR Details Out of the Box StylingSummary This article provides an example of how to add a custom field with a hyperlink to the collapsible panel on the Service Request Details page in Oracle Fusion Serv…
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How to Create a Custom Table with an Actions Column in Oracle Fusion Service UI Extension AppProblem Statement A system implementor is facing a challenge in creating a custom table with an action column in Oracle Fusion Service UI extension app. The action colum…
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A Reusable Approach to Implementing Validations and UI Logic in Fusion Service Redwood📑 This article is estimated to take approximately 8 minutes to read, and can save you hours of implementation and research. You are welcome! 😃 📽️ Before diving into this…
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date and time should be seprate in schedule processSummary: I have a requirement to schedule the process 'Retrieve Inbound Email Messages' to run every 5 minutes between 8:00 AM and 5:00 PM daily, and every 30 minutes ou…
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Disable AI Support AssistantIs there any way to disable the AI Support Assistant when clicking "Create Service Request"? It's an unnecessary extra step when creating a ticket. I can use a search en…