Service Request Management
Discussion List
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Fragment Details: cx-svc-custom-child-object-listAuthor: This How-to article is a contribution from @Sono Chacko-Oracle This section explains the parameters and events available for the fragment that displays child obj… -
Exposing Child Object List on the Service Request PageAuthor: This How-to article is a contribution from @Sono Chacko-Oracle This step-by-step guide shows you how to display and manage a child object list (for example, Orde…
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Fragment Details: cx-svc-custom-relation-objects-listAuthor: This How-to article is a contribution from @Sono Chacko-Oracle Parameters Name Description Sample Values Required extensionId defines which Visual Builder applic…
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Exposing Relationships Table (Created Via Dynamic Choice List) on the Service Request PageAuthor: This How-to article is a contribution from @Sono Chacko-Oracle In our previous article , we demonstrated how to create standalone pages for custom objects in Ora…
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How to Create a Custom APP UI for custom objects in Fusion ServiceAuthor: This How-to article is a contribution from @Sono Chacko-Oracle Overview This article provides a comprehensive guide for Oracle Fusion Service partners and custom…
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Microsoft exchange server integration with multiple EmailchannelSummary: Hi Team, As per oracle's documentation to integrate Microsoft Exchange, we can be able to see one EmailChannel would create and make use of that email mailbox t… -
Enable Redwood Service without Service SubscriptionSummary: Enable Redwood Service without Service Subscription Content (please ensure you mask any confidential information): Dears, One of our customers is not subscribed… -
Issue While Importing Linked/Referenced Service Requests into FusionSummary: During the import of Service Request References (linked SRs) via Import Management, the process is completing successfully without any technical errors. However…
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Bulk import of notes and tasks from oracle service cloudSummary: We’re encountering issues while importing Notes and Tasks from Oracle Service Cloud (OSC) into Fusion HR Help Desk (HRHD) and Customer Management (CM). Currentl…
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Is it possible to hide a Category from the UI but still allow backend updatesSummary: We have a requirement where a specific Service Request Category should not be visible to end users in the UI (both Create and Edit pages), but it must still rem…
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How to check Inbound Messages in Redwood Service Request?In SUI, I am able to see the messages. But in Redwood SR, how to check the Inbound Messages?Vignesh Prabhu Ganesan 11 views 2 comments 0 points Most recent by Vignesh Prabhu Ganesan Fusion Service
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Restrictions for choice on Primary point of contact picker, when a user raise a Service RequestSummary: We would need to restrict employees to restrict the choice on primary point of contact ALL users including higher roles e.g. Mangers, Executive Directors etc. S… -
How to restrict the access of SRs for the agents only to the Queues they belong to.Summary: I need to restrict the access/view of SRs for the HRHD agents only to the queues that they belong to. They should not be able to access the SRs that are outside…
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Approval workflow in HRHDThere is a request from one for client to implement approval workflow in HRHD (HR Helpdesk - Redwood) for below 2 business cases. Please let us know whether we have appr…
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Can we add Terminated/inactive employee as SR resourceSummary: As part of the new HR Helpdesk implementation, we are required to migrate historical Service Request (SR) data from a third-party system. During the migration p… -
Can notifications be triggered when milestone timeline is breached?Summary: I need a trigger script to send notification to the queue manager, agent and primary point of contact when the milestone of a service request has been delayed. …
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remove notification only to one queue from second level support?Summary: Hi all, We have the below trigger that reaches all queues belonging to second level support: We have several queues that are impacted by this notification (both…
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Bypass first level support for all tickets routed to a queueSummary: Hi all, We need to set up a category/queue rule that only specific agents (belonging to a certain queue) from second level support can see whereas all agents fr…
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Unable to find the option to enable the Knowledge with Redwood User Interface feature.Summary: We are trying to enable the Knowledge with Redwood User Interface feature for Redwood Knowledge in our application. However, we’re unable to find the option to … -
how to Expand Activities Panel Width on SR Overview Page?Summary: how to Expand Activities Panel Width on SR Overview Page? Content (please ensure you mask any confidential information): Hi, On the SR Overview page, the Activi…
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Does the SVC_HRHD_IN_WAITING_DAYS only update SRs that are in the Waiting status?Summary: We are testing the auto resolving/ closing processes, and I wanted to clarify a couple of things: The SVC_HRHD_IN_WAITING_DAYS does this only update the waiting…
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A valid default service request status hasn't been defined. Ask your service administrator to set itSummary SR can not be created when using sandbox -
Unable to search new customer account in Fusion Service Accounts page.Summary: Content (required): The new customer account is created from Accounts Receivable --> Manager Customers. However, the account is not coming in search from Fusion…
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Show default to All Work OrdersSummary: So, basically we have a subtab called Work Order on Service Request page where in the Show option we want to have default option as All Work Orders but currentl…
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How to send mail notification when add team member to service request?Summary: Need to notify team member by mail Content (required): Dears, We need to notify an employee when added to team member in service requests, how should it be done… -
Listen for Attachment UploadsSummary: I want to listen for attachment uploads on the Service Request object to update a flag on the record. We are implementing in Redwood and wondering if this is ac…Daniel Hales-Deloitte 21 views 2 comments 2 points Most recent by Daniel Hales-Deloitte Fusion Service
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Unable to add standard category LOV in the service entitlement matrix classSummary: Hi Team, I am trying to add the "Category" field as new conditional column in the standard coverage which is a standard field in service request object. In the …
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Subject is appearing blank when we use smart action Copy HR Helpdesk RequestSummary: When an agent performs Copy HR HelpDesk Smart Action, all the fields except Subject is getting copied over. Could you please guide or advise as to how the subje… -
Show Message After Account Selection (Create Service Request Page)Hi, In 25C, When I select an account on the 'Create Service Request' page, I want a message to be displayed on the same page after selecting the account. Thanks, Babasah…