Service Request Management
Discussion List
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How to integrate EBS Install Base Assets with B2B Service?Summary: Integrate EBS Install Base Assets with B2B Service Content (required): We are looking to integrate Install Base Assets from external EBS to B2B Service. This is… -
Manager Should See Team's Service RequestSummary: We have a requirement that Manager should see only theirs Team's Service Request. For example Manager 1 belongs to Medical Division Manager 2 belongs to Geonomi… -
Next Gen HRHD Custom Field DefaultHi, Has anyone managed to get default expressions working for custom fields in Next Gen HRHD? I've attempted to use the following expression in a custom field of mine, t…
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How to modify Task Update Layout of the service request object in Redwoood (NGS)Summary: Unable to locate Task Update Layout from Service Request in NGS. I have to alter the Task update layout of the service request object in redwood(NGS). Upon navi…
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Is it possible to swap an asset through sales orderHi team, Please consider this scenario, Customer has a damaged product (this is a child asset in a hierarchy), customer returns it, the implementing company sends a repl…
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Ability to view replaced serial number under asset hierarchyHi team, Could you please confirm my understanding? Suppose there is a PTO model as the asset parent, under that, a child asset is damaged and is replaced by the impleme…
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Status of Service request changes to In Progress when First response is sent by Customer Service RepContent Hi, Is there any seeded configuration/functionality that changes the status of a service request from New to In Progress when Agent/Customer Service rep sends re… -
Remove the cache from Service Request reference numbersSummary: Currently the SR number (reference number) caches 1000 values at a time. These cause large jumps in SR numbers. We are required to report to regulatory authorit… -
Import service entitlements rulesHi everyone! I need to import about 300 SLAs to the Service Entitlements Rules. Is there a way to bulk import via import management or API? I'm only able to find API for…Roberta Oliveira 11 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service
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groovy to calculate due date based on working timeHow to calculate due date of a task based on working time? for example the shift of an agent is 9:00 AM to 5:00 PM. A task has lets say to be completed in 4 hours. Now i…Rabijit Purkayastha 31 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service
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Latest documentation on NextGen Help Desk implementation or usageSummary: NextGen Help Desk still refers to classic help desk functionality and configurations Content (required): Hi Oracle Team, the Implementation guide and Using guid…
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How to control the Sales Order Sequence for the Sales Orders created against Service RequestSummary: We would like to control the Sales Order Sequence against the Orders created against Service Request Content (required): We are trying to control the sequence a…
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Data Migration of Work Orders (Engagement Cloud - Service)Summary Data Migration of Work Orders (Engagement Cloud - Service)Content Data Migration of Work Orders (Engagement Cloud - Service) Hi, We have about 150,000 work order…
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Service Request Data retention once the SR is closedSummary: Our business case is we have resolved the SR which is automatically set to closed after X number of days. This is set up with the help of a profile option. But …
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Is there a way to ensure that 2 agents cannot response the same service request at the same time?Summary: Hi, We encounter problematic situations where tow agents assign themselves to handle the same Service request simultaneously, respond to it, and then the employ… -
How to query the Fusion HCM person number in B2B Service RequestSummary: We have a requirement to query the HCM Person number in B2B service request in a custom field. How to achieve the same? Can we use the expression builder to bui…
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Is it possible to configure pop up message in Standard Dynamic choice list?Summary: Is it feasible to create pop message in dynamic choice list level? Content (required): Hi, I want to configure a pop up message with SR description in Dynamic c…
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Ability to include parties information in Installed Base Asset ScreenHi team, Please help us understand if the below is possible, In the Installed Base Asset Overview page, we want to create a new subtab, in that the user can click on an …
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Ability to autogenerate asset number for manually created assetsHi team, Could you please let me know if it is possible to autogenerate asset number and have it populated in the asset number field every time we are creating a new ass…
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Mass assign SR that have not been assigned to a resourceSummary: Currently we have many SRs that are in a queue but have not been assigned to a resource, a change will be made in the capacity of some resources so that they ca… -
Stripe a Case for HRHD Action PlansSummary: Implementing Case Management for HRHD - client wishing to utilise the 22D upgrade that allows striping a Case for HRHD Action Plans. Content (required): Client …
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Can we enable milestones for HR help desk requests that were created before milestone configuration?Summary: Can we enable milestones for HR help desk requests that were created before milestone configuration? Content (please ensure you mask any confidential informatio…
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23D Fusion Service Extensibility Features Highlight🚀 The Oracle Fusion Service 23D release is now available and includes several improvements that enhance the extensibility of our product. In this post, I would like to … -
How to automatically create a service request when chat endsIn this how-to article, we demonstrate how to automatically create a service request and link it to the interaction when a chat ends. This can be achieved by combining a…
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How to enable the spotlight section on workspace SR details pageSummary: On an Oracle B2B service instance, If I open an SR from the traditional landing page, the SR details page shows the spotlight region at the top. However, if nav… -
How to Customize Deep Links in Fusion Service Center, Case Management and Work OrderThe triggerConfigureCustomNavigation event has been removed, paving the way for a unified navigation framework using the Service Console Navigation Framework. You can fi…
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Migration of SRs from Salesforce CRM to Next Gen Help DeskSummary: Is it possible to Load history data from legacy (Salesforce CRM) to Next gen Help Desk ?
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Exciting Resource for Enhancing Your Integration and Business Logic with UI Events FrameworkHi community, ✅ We understand that waiting for updated documentation can be frustrating, which is why we are actively working on enhancing our current resources to prov…
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Ability to include/exclude fields on Installed Base Assets UIHi users, I want to include some additional fields on the Subscription, Work Orders and Last Sales Order Details tabs on the Installed Base Assets Overview page, and I a…
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How to change error into warning symbol in groovy scriptsContent Hi Team, When we put any validations using groovy scripts, we used to pop-up any message through the below syntax. "throw new oracle.jbo.ValidationException("Pop…