Service Request Management
Discussion List
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Organization Hierarchy in B2B serviceSummary Benefit of having organization hierarchy in B2B serviceContent It seems like unlike Sales, in B2B service, Service request details are accessible to everyone who… -
Action Plan AutomationContent Dears, I need to start the action plan automatically after I click Save And Continue in the service request.. how can I do this? Version 20C (11.13.20.07.0) -
Milestones not Applied to SRSummary System dispalyed Time remainig 14 hours instead of 5 mins -
Setting milestone through data uploadContent Hi Team, I have uploaded some service requests through import management and verified that the milestone is not set even after clicked the "update service reques… -
Clarification on OOTB reports are available in service?Content Hi Team, In Service, Is the below reports are available in OOTB or have to create custom reports? I don't find any in BI analysis. 1. Average speed of response t…
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Can we control Status value based on the Categories?Summary Can we control Status value based on the Categories?Content Hi experts, We have a requirement to control the values of statuses based on the category we choose. …Jitendra Singh-Oracle 51 views 2 comments 0 points Most recent by Jitendra Singh-Oracle Fusion Service -
Impact on standard category field in service request objectContent Hi Team, I want to know that which is the best way to maintain SR types either using the standard category or by creating a custom field. Because now I'm using s…
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How to include SR object fields into Milestone object in Email templates?Content Hi Team, I have created an email template for SR escalation which will be trigger through Object workflow on Milestone object. In that template doesn't have Serv…
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Related Service Request for an SR created via Action Plan actionSummary How to add an SR created via action plan action to orginal SR as a related service RequestContent Hi, I have a scenario - We have last action in the action plan …
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FAQ notification and approval to usersContent Hi Team, When a new FAQ is created, can we able to send notifications to all business user? I have seen a profile option "CSO_NOTIFICATIONS_PUBLISH" which will s…
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Set Up Service Request Visibility for the users business unit onlySummary we want to do the set up of the SR based on the user Business unitContent we want to do the set up of the SR based on the user Business unit, at the moment oracl… -
Reminder email for SR activitySummary Reminder email for SR activityContent Has someone setup reminder on SR activity like we do on SLA milestone? I have similar requirement to send email notificatio…Jitendra Singh-Oracle 59 views 4 comments 2 points Most recent by Jitendra Singh-Oracle Fusion Service
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SR should not be resolved unless Action Plan is completed successfullySummary SR should not be resolved unless Action Plan is completed successfullyContent Hi, I have a requirement - If a Service Request is having action plan, It should no…
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Service Request Assignment process doesn't triggerSummary Service Request Assignment process doesn't triggerContent Hi Experts, We wrote before-insert trigger on SR object to set the status of Service Request to "Pendin…Jitendra Singh-Oracle 47 views 6 comments 3 points Most recent by Jitendra Singh-Oracle Fusion Service
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How to display values in DCL field based on Account and PrimarycontactIdContent Hi Team, I want to put filter in DCL field and the values should change dynamically based on Account and PrimarycontactId.But it is not working properly and belo…
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Adding Action Plan to a Service Request based on the CategorySummary Adding Action Plan to a Service Request based on the CategoryContent Hi, Is there a way to add Action Plan to SR based on the Category? Currently we have to do i…Jitendra Singh-Oracle 151 views 11 comments 2 points Most recent by Venkat Pantula-Oracle Fusion Service
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Time zone is late 1 hour that the expected timeSummary Time zone is late 1 hour that the expected time, SR reported date is late 1 hour and the time zone is not reflected on the SRContent we created new calendar with…
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Inline Images New Feature in 20CContent Does anyone know what exactly the inline images feature with 20C is supposed to do? It says that they will show up in the order that they were sent, but then als…User_2025-01-31-00-25-12-234 52 views 9 comments 1 point Most recent by User_2025-01-31-00-25-12-234 Fusion Service -
SR and HR HelpDesk on the same PODSummary Any customers?Content Quick question - Do we have any customers which run Service Request (for customer) and HR HelpDesk (for employee) on the same POD? Thanks, … -
Bell notifications is not triggered automaticallySummary Bell notifications is not triggered automatically when a new SR gets assigned to an agentContent Hi Team, When an SR is assigned to the available agent in the OE…
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How to invoke url through groovy scriptContent Hi All, Can anyone aware of how to invoke a url directly into the groovy script? I have tried using the below post but it is throwing exception that "calling the…
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Sales – CX B2B Service 20C-D Updates, 21 July 2020, 8 a.m PT - Submit QuestionsContent Submit your questions for the Sales – CX B2B Service 20C-D Updates session to have them answered during the live event. Post your questions by posting a new comm… -
How to have a action link to SR open as a new tab within SR viewContent I have a requirement to have action link open as a new tab within the SR view in Engagement Cloud (not as a new tab on the browser). Please suggest the deep link… -
Help with email filteringSummary Have other HR Help Desk users found an effective way to filter out all auto response emails?Content Hi B2B community, I am not sure where exactly to post this qu…
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Parent Child SRContent Hi, How to capture parent & child SR? Use Case: We want to create multiple child SRs internally, based on the Customer SR (Parent). Child SR might be assigned to… -
Time to Resolve is not including schedulesContent We just went live with HRHD and have noticed that the time to resolve metrics do not include the Schedule of the queue. I've attached an example. It shows that t…User_2025-01-31-00-25-12-234 52 views 6 comments 0 points Most recent by User_2025-01-31-00-25-12-234 Fusion Service
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Resource's Not SyncingContent We are seeing that our Resources are not syncing correctly and therefore cannot be search for in HRHD when assigning tickets. I've ran the below processes and th…User_2025-01-31-00-25-12-234 58 views 14 comments 1 point Most recent by User_2025-01-31-00-25-12-234 Fusion Service
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Service request coveragesSummary Service request coverages and MilestoneContent Hi , We are configured the Subscription Coverages for Service Request object, we found that coverages defined in S… -
How to setup slack channel on Service RequestContent Hi Community Members, Can anyone tell me about how to setup slack channel for Service Request? I have checked setting communication channels chapter in oracle do… -
How to select "Bill To" site while creating Service Request in B2B Service.Summary How to select "Bill To" site while creating Service Request in B2B Service.Content Hi, We have multiple Bill To Sites for a single customer so while creating Ser…