Service Request Management
Discussion List
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Masking the Identity of the Customer when Sending a Service Request.Summary: Content (required): Is it possible to set up the Service Center and HR Help Desk functions to allow customers and employees to submit service requests to the co… -
Guidance on Retrieving Assets Under Service ProfilesSummary: I’m looking for guidance to get the assets under Service Profiles. What steps or methods can be used to retrieve assets under Service Profiles? Which types of a… -
Is it possible to use Email Template in Service Request "Compose Email"?Summary: We need to use Email Template in Service Request "Compose Email". How? Content (please ensure you mask any confidential information): We need to use the Email T…Vignesh Prabhu Ganesan 21 views 2 comments 0 points Most recent by Vignesh Prabhu Ganesan Fusion Service -
How can we define payment method on Service Request ScreenSummary: Hi, How can we define payment method on Service Request Screen? How I will make sure that Service Billing which I am generating into Order Management as a Bill … -
Label hints while creating service requestSummary: Our customer has a requirement to add label, bubbles, hint for both custom and standard fields and I tried this via VBstudio (under label hint ) but this is not… -
NextGen HRHD Multiple BU ImplementationSummary: Restricting the Helpdesk service request access based on BU Content (please ensure you mask any confidential information): Hi Team, Client wants to restrict the… -
Warranty Field Missing on Asset Default PageSummary: The Warranty field is not visible under Service > Assets > Default Page for an Asset, unlike in the demo instance. Please guide us we really need this supplier …
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In Redwood UI, the action plans are starting automatically as soon as they are associated with SRWe have created multiple Action Plan templates that we associate with Service Requests. In the Redwood UI, when an Action Plan is added from the Action Bar of the SR, th…
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Is it possible to change the default sorting of a subtab?Hello, We need to change the default sorting of a standard subtab on Service Request object page. In the service request object there is a subtab in which the contacts o…
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Unable to Use AI Agent Team in Service Center UISummary: We have created an AI agent team using a Admin user; however, the agent is not available for selection or use within the Service Center object UI in Smart actio…
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How to conditionally set the field value on the Service Request Create pageHi there 👋, In this video, Athira S. Nair from our UI Events Framework team discusses the importance of setting field values conditionally and introduces a solution tha…Edson Junior, Oracle 305 views 2 comments 0 points Most recent by Edson Junior, Oracle Fusion Service -
Can we restrict to show only desired languages in the Language picklist on Login PageSummary: Can we restrict to show only desired languages in the Language picklist on Login Page Content (required): Hello, We want to display only 2 languages on the Lang…
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After completing required Redwood setup, the existing service requests are not visible in Redwood UISummary:After completing the required Redwood setup, the existing service requests are not visible in the Redwood UI Below are the steps followed to enable the Redwood U…
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Enabling Custom Menu for Image & PDF Previews in SR Attachments - Oracle Fusion ServiceOverview Oracle Fusion Service provides an out-of-box (OOB) preview capability for image attachments exclusively within the Service Request (SR) object. This functionali…
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Is it possible to show the Installed Base Asset Lot Number on the Service RequestSummary: We are using both lot and serial controlled products in service. We have the Installed Base Asset Serial Number field on the service request, but we don't seem … -
Redwood : Smart Actions based on Object FunctionsSummary: Creation of SR Smart Actions based on Object Functions does not have option 'Object function returns a URL' and 'Browser Window Target' Content (please ensure y…
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How to remove add contact button from service request edit page in redwoodSummary: @Edson Junior, Oracle, could you please help how to remove "add contact" button from service request edit page in redwood? Content (please ensure you mask any c…
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Redwood Service Un-Expected BehaviorI'm working on a Redwood service implementation, and I'm facing an issue with the Details page in Visual Builder. The page is being displayed using the Action Plan fragm…
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Escalate to Case action keeps producing errorSummary: I have raised a SR relating to an issue I am having with the Escalate to Case smart action. It has brought up the same error a number of times and initially I b…
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Web server request timeoutWeb server request timeout is 5 minutes, and if a request is not able to be completed in 5 minutes an error is given. Can the timeout be configured？
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How to complete task created by another person which role is needed to give permisionSummary: If I have 2 users, User A and User B, and User A create one task under the service request. Now I want to complete that task by the User. In that case, User B i…
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Notifications, alerts or reminders on Internal ConversationsSummary: Our client requires service requests to be managed in a tier type system: Tier 1 = Agent (not necessarily a HR employee) Tier 2 = SME e.g. payroll/finance emplo…
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Checkbox control: Enable availability to receive Service Requests Internal Help Desk (Service CX)Hello Team, I would like to know if it's possible to control the checkbox that allows you to enable or disable the option to receive service requests. Currently, any use…
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Restriction on “Priority” field – Work Orders in Internal Help Desk (Service CX)Hello team. When creating Maintenance Work Orders in Internal Help Desk (Service CX), we identified that the "Priority" field is currently a standard open field (free te…
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How do I fetch DFF created in Installed Base Asset in fusion service request page?DFF created in installed base asset, need to show its value in service request pages. Please guide how do I achieve that?
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How to map Queue ID in SDP Variable in Service Center layoutSummary: Hi Team , We are trying to display the ‘Assign To’ (Resources) dropdown values based on Queue Resources in Service Center Redwood. For this, we are using a Sing…
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Closed HR Help Desk requests are not deleting when the Schedule Process runsSummary: I have set up the 'Closed' HR Help Desk requests to be automatically deleted every Friday evening but they still remain in the HR Help Desk list page. When the …
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Why is the primary contact's phone number hidden for agents?When an HR HelpDesk agent accesses the details of a service request, they should be able to view the primary contact's phone number. However, this number is completely h…
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New Users to Help Desk Request Queue Not Getting Emails on New SRsSummary: We have added new users to one of our Help Desk Queues and removed one user, and the emails getting triggered for new SRs are still using the original distribut…