Service Request Management
Discussion List
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Application table for standard coverage under subscription managementSummary Need to query coverage details under subscription management using data modelContent Subscription Management -> Standard Coverage - > (Template details) what is … -
How to make the Severity field to be readonly in layout levelContent Hi Team, I want to make "Severity" field to be readonly for one details page layout out of 5. But the updatable option is non-editable in that layout. So I cant … -
Milestone details on SR are not updated when Service Entitlements Using Subscription Coverages is acContent Dear experts, Customer's fusion instance recently got migrated on rel 20D hence I thought of using Subscription Management for managing the SR milestones. Previo… -
How to enable CTI partner media toolbar for partiular user?Content Hi Team, We have enabled the CTI partner media toolbar in our application by making the below profile option as "Yes" at the site level. So it is visible to all …
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Can we get child record against the selected parent record through API?Content Hi Team, I have 2 FCL field as F1_c and F2_c, in which F2_c having a parent constraint mapping. So If I selected any value from F1_c, then the corresponding mapp…
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Find Similar SRs using AI - Call for Participation in Oracle's Early Adopter ProgramSummary Early Adopter Program (EAP) - Identify similar SRs using AI to cut down agent resolution timesContent UPDATE (Sept. 2021): The EAP/Beta Program for SR Similarity…
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Groovy Script - Defaulting Affected Party to session User when creating an SRContent We are using the 'Affected Party' field during SR creation and would like to default it to the user who is trying to create the SR. I tried to map it to the 'Pri… -
First Reponse Milestone Resetting when moving QueuesContent Hello, We've recently moved to category queues for HRHD (old) and have found that when a ticket is moved between queues the First Response Milestone is reset. Th… -
Service Request Management Vs Case ManagementContent Hello All, Actually, I am a little bit confused about the difference between these 2 features (Service Request & Case) in service module. I understand that the s… -
How to send email to group members from service requestContent Hi Team, I want to send mail to all the members available in the queue whih is selected in the SR. I tried using Object workflow with Resource group option in th…
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need to create a drop-down menu read multiple text fields from a custom objectSummary need to create a drop-down menu read multiple text fields from a custom objectContent Dears, need to create a drop-down menu read multiple text fields from a cus… -
If anyone faced this error before when open an existing Service requestContent Hi All, I am getting the below error while opening an existing SR. "Too many matching records found. Specify additional criteria to limit the number of records."…
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Chat message sent under SR > Messages tab not sent to contactContent I have implemented all the Chat Setup steps on OEC using the Chat Inlay option and the Chat communications and chat assignment rules are working perfectly and th…
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Copy Service Request ActionSummary Copy Service Request ActionContent Hello, Whenever a service request is copied using the copy action then the service request which is getting copied should be s…
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Deeplink is not working as expected through scriptContent Hi Team, I want to create a hyperlink for SR number and store it into a field which will be navigate to particular record.For that I have used standard deep link…Shaheela D-122528 9 views 2 comments 0 points Most recent by Sirajuddin Syed-Support-Oracle B2B Service
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B2B Service - How to get a deleted SR back?Content As I see we cannot retrieve the deleted SR back. Will Support be able to updated the deleted flag to 'N' for that particular SR?
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DCL field error - ORA-01722: invalid numberContent Hi Team, I have a DCL field where I have mapped with custom object and selected a custom field in the List selection display values While testing the field in UI…Shaheela D-122528 10 views 5 comments 0 points Most recent by Sirajuddin Syed-Support-Oracle B2B Service
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Incrementally Loads SR Audit Data for BI ReportingSummary Incrementally Loads SR Audit Data for BI ReportingContent we schedules the process "Incrementally Loads SR Audit Data for BI Reporting" on hourly frequency in ou…
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How to control number of SR to be assigned to Agent via omnichanelContent Hi, The way omnichannel functionality work - it assign all the open service request to the first available agent who logs into the application so if agent's capa…Jitendra Singh-Oracle 17 views 11 comments 1 point Most recent by Sirajuddin Syed-Support-Oracle B2B Service
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How to fetch multiple values through view criteria using groovyContent Hi Team, I want to fetch a field's value through view criteria sript when the condition satisfies. As of now, I can get a single value and below is the example: …
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Is there a way to import Standard Coverage for Service Request defined under Subscription ManagemenSummary Is there a way to import Standard Coverage for Service Request defined under Subscription Management?Content Hi All, I have to setup the Standard Coverage based …Jitendra Singh-Oracle 7 views 1 comment 0 points Most recent by HD Arun - Support-Oracle B2B Service
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Service – Ready for Knowledge?, 9 March 2021, 8 a.m PT - Submit QuestionsContent Submit your questions for the Service - Ready for Knowledge? session to have them answered during the live event. Post your questions by posting a new comment to…
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Service request Migration from one instance to anotherSummary Service request Migration from one instance to anotherContent Our customer has a unique requirement: Customer is using soft launch environment to create real tim…
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Inbound email to create SR in B2B Service is getting rejected if attachment size >10 MBContent Hi Experts, I have configured profile options (SVC_INBOUND_EMAIL_MAX_ATTACH_SIZE=20 MB and ORA_SVC_SR_EMAIL_ATT_SIZE= 20 MB) but still inbound email is getting r…
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Send attachments along with workflow notificationsSummary Attachments need to be sent with BPM workflow notifications when service request is updatedContent Hi All, I have created an object workflow for service request …
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Guidebook for writing email filters in Engagement CloudContent Hi , I am writing Email Filter rules to reject emails with certain pattern so that such emails could not be converted into a Service Request. Is there any guideb…
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Restricting SR categories while creating SR in B2B ServiceSummary Restricting SR categories while creating SR in B2B ServiceContent Hi, I have a requirement to show different set of categories to different set of users within a…
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How to send Email remainders to users for status change within SLASummary Send remainders using SLAContent Hi All, We have an requirement to send remainder notifications to users for specific users based sla defined, is it possible? Re…
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Access token (JWT-OAuth) Authentication to Fusion B2B Service Rest APIsSummary Access token (JWT-OAuth) Authentication to Fusion B2B Service Rest APIsContent Hi All, From the API documentation, I can see JWT access token authentication is p…
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Business Unit of a Service Request created by emailSummary Business Unit of a Service Request created by emailContent Hi Experts, It is to discuss with you regarding the Business Unit of a Service Request when it is crea…