Service Request Management
Discussion List
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Disable SR creation for Inbound emails, but maintain the email communication on existing SR's?Summary: Our client isn't ready yet to have inbound emails to their Support Email start creating new SR's, but they like the ability for Agents and Customers to communic… -
How to create foldout panels for displaying Assets, Subscriptions, and CoveragesIn response to frequent requests, this article is specially crafted to aid system implementors. It focuses on a specific use case involving the display of installed base… -
What determines the last 4 digits of a created Service Request Number?Summary: When the system creates HR Help Desk Service Request Numbers, I understand it utilizes the SVC_PUID_PREFIX value as a prefix to the SR and the SVC_PUID_FORMAT f…
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How to get the status and log file for a child ess job using websericves.Summary: Hello, Team. Greetings for the day We have a requirement to send out the log file of a failed ess job, but in our case, the actual error log file is generated a…User_2025-10-24-00-15-43-324 241 views 1 comment 0 points Most recent by veerendranath pulivarthi-Oracle Fusion Service
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DCS Service : Dropdown LOV Modified in Fusion Service , changes are not showing on DCS PageSummary: On DCS User Page , at create Service request page we have one custom field 'Module' (LOV Type) which is also present in Service Request Fusion Page. I have modi…AMIT KUMAR YADAV 61 views 4 comments 0 points Most recent by AMIT KUMAR YADAV Digital Customer Service
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Need an API for Installed Base Asset SplitHi team, I need an API to split Installed Base Assets like the functionality of "Split all" we have in the UI for assets with Quantity > 1. Please confirm if anything is…
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When is service moving to Redwood (completely)?When is fusion service completely moving to Redwood -
CPQ Quote Creation from Oracle Fusion Service Request ObjectSummary: We want to create a Quote from the Service Request screen, How can we build this? can we achieve it through App composer? Content (please ensure you mask any co…
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Does Routines work for service request objectSummary: Hi Team, I have created one routine for Service request with attribute change trigger but it is not working. I have created different triggers as well but it is…
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How to link an Installed base asset to an SR in Redwood UI?Summary: We're doing a new implementation of Fusion Service for a client, and are trying to link Installed Base Assets to an SR in Redwood UI. I've displayed the lookup …
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Categories drop down is showing only for default BUSummary: Multiple Business Units have been enabled by setting the HZ_ENABLE_MULTIPLE_BU_CRM, and configured the list of categories for each BU. Also default BU has been …
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Need emails to route to specific queueSummary: We have several inbound email channels. Is there a groovy script we can use to say if email sent to "PAYROLL@CLIENT.COM" channel, then route to Payroll queue? H…
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Configure AI Similarity ServiceSummary: I am trying to configure Service Request Similarity feature on demo environment: https://etaj-dev5-fa.aiapps.ocs.oraclecloud.com/crm-svc/ai-similarity For this …
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Assessment template questions (more than 20 not visible)Team, We have a Assessment template with 22 questions. when we are using this template in account it shows only 20 questions. We are not seeing the 21st and 22nd questio…Ravikumar S-Oracle 1 view 1 comment 0 points Most recent by Narendra More-Support-Oracle Fusion Service
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Unable to close the SR sub tab when open from install base asset screen sub tabSummary: Unable to close the SR sub tab when open from the install base asset screen. Navigation: Supply chain execution>Maintenance management> Manage asset screen > Se…Ashu Rewri - Trinamix 41 views 5 comments 0 points Most recent by Karyn Kurland-Oracle Supply Chain Orchestration
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Highlighting of SR based on the SR Status on the SR Landing pageHi Team, Can you please let us how can we highlight a Service Request record on SR Landing page based on the SR status or any other attribute. This is a business require…
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Enable Intelligent advisor (new 24B feature) in HelpdeskOur customer would like to enable Intelligent advisor (new 24B feature) in Helpdesk. I'm looking for some use cases on this feature. Please share me some inputs on this.
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B2B Service for Incident ManagementSummary: Can the Oracle B2B Service Request/Center used for raising service requests also be utilized for reporting incidents? Content (please ensure you mask any confid…
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Is Redwood experience (Service Center) available to Partner Relationship ManagementHi Team, We have the visibility of SR in simplified UI, when we assign the SR to Partner User. But the user doesn't have visibility to Server Center - Redwood Version of…
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how to show moving notification or simple notification on layoutsSummary: Requirement is whenever I open service request Layout I need to show moving notification in red line. Content (please ensure you mask any confidential informati…
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Restrict DCS User to send email update on RESOLVED status SR and get autopreply notification emailSummary: If SR is in Resolved Status then can we restrict DCS End Users for sending their email reply update to Service Request Area under Messages. Like example - DCS u…
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Next arrow is not workingSummary: Issue: Next arrow is not working in the HR help desk request list Content (please ensure you mask any confidential information): While working on the hr help de… -
When the Help Desk Queue is manually changed, do service entitlements pause?We have automatic routing turned on with Omnichannel for Help Desk requeusts, but sometimes the reporter will misidentify the Category (which, based on our rules, will p…Ryan Robinson-Oracle 11 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Help Desk
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How to see recently viewed records in service center?Organization: Terex corporation Summary: Users wants to see recently viewed cases in service center. Is there any way we can see these records? Content (please ensure yo…
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How to use Smart Action to open a dialogOverview This guide provides an overview of how to use Smart Action to open a dialog. The approach described can be utilized to address various use cases, including upda…Edson Junior, Oracle 232 views 2 comments 1 point Most recent by Edson Junior, Oracle Fusion Service
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Getting error when trying to fetch profile values in field trigger before insertHi Everyone, we are getting error when creating error after adding the below condition in if (oracle.apps.fnd.applcore.Profile.get("SERVICE_2_0_SR_LIST").contains(Catego… -
How many contacts can be linked with a single Account in B2B Fusion?To determine the maximum number of contacts that can be linked to a single account in Oracle B2B Fusion, ensuring compliance with system constraints and maintaining opti…KP Kishan Patel 21 views 1 comment 0 points Most recent by Narendra More-Support-Oracle Fusion Service
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Need to add or condition in milestone configurattion task in when completes taskSummary: We are configuring the milestones , here we defined multiple levels for the SR , but in any case SR can be set to resolve so that time milestone should set as c…