Service Request Management
Discussion List
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No access for demo accountContent Hi all, I am trying to create a demo account for OEC Service Cloud using my oracle SSO account in www.demo.oracle.com. However it is not working and got a messag… -
Control SR Category values visibility based on custom Record Type fieldSummary Control SR Category values visibility based on custom Record Type fieldContent Hello Experts, Scenario: We want to utilize Service Request for different purposes…
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Send Auto Response based on dynamic criteriasContent Hi Community Members, We are looking for a solution to send customized auto response when customer creates SR using email and it gets assigned to specific queue.… -
HRDR Analyze UsingSummary Is it possible to analyze how the HRDR is being effective?Content Hello Experts We are trying to validate the investment in HRDR Module. Does anyone know how can… -
Brand All Email Messages in SRSummary Is there a way to put a constant header/footer to email messaging in Service RequestContent Hi Experts, Many clients would like to brand their email messages. Is…
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Possibilities of HRDR EmailSummary Can more email be configured?Content Hello Experts I'd like to know what are the possibilities with emails from HRDR. I mean i've configured the email templates …
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Configure Time Remaining fieldSummary Where do i configure time remaining field?Content Hello all. Does anyone know where do i configure the Field TimeRemaining when open an SR. I need itr to be defa…
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Service Request Email different from User emailContent Hello Experts. The Emaul from an Agent is somehow different from all the other instances in the application. I've looked in manage users, person management, secu…
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Default channel by email entrySummary How configure channel trigger to change if email or normal entry?Content Hello experts. I've created a trigger to set ChannelTypeCd always as WEB. (Clients reque…
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Can we hide thread Id in the Response email sent from the Service Request?Summary Can we hide thread Id in the Response email sent from the Service Request?Content When email is sent from SR, it automatically add the thread id in the email. Is… -
Agent sees only SRs designed to him/her.Summary Can the Agent see only SRs designed to him/her?Content Hello experts. We are trying to use the queues to direct to specific agents. Still we'd like to the agents…Pedro Teixeira 15 views 3 comments 0 points Most recent by Priscila Terazawa - Support - Oracle-Oracle Fusion Service
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Returning null value while calling GET restAPI through groovyContent Hi Team, I want to consume a rest API (GET method) through groovy script. For that I have registered the below API in webservices section and invoking through gr… -
Make the SR's Priority with the incoming email addressContent Hi Team, We have multiple incoming email address like [email protected] , [email protected] and if any customer dropping an email to [email protected] an SR w…
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Warned and Comliance Flags are not set in the Service Request Milestone recordsContent Hi All, We are using seeded milestones - First Response Metric and Resolution Metric and these are getting applied properly on Service Request UI but Warned and …Jitendra Singh-Oracle 62 views 2 comments 1 point Most recent by Jitendra Singh-Oracle Fusion Service
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Unable to See Custom Object in the Navigator/Springboard within sandboxContent Hi Team, I have created a custom object and enabled the security options. Then I want to expose that object into navigator/Home page through structure. But it is…
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How to achieve Service Request deeplink as a Hyperlink in the the Smart TextContent I have to create a hyperlink in the smart text which points the end user to the Service Request in DCS customer portal. When smart text is inserted in the messag…Jitendra Singh-Oracle 18 views 9 comments 1 point Most recent by Jitendra Singh-Oracle Fusion Service
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How to change the order of attachment categories on Service Request Attachment pageSummary How to change the order of attachment categories on Service Request Attachment pageContent Hi experts, When Agent add attachment on a service request, drop-down …Jitendra Singh-Oracle 22 views 6 comments 1 point Most recent by Jitendra Singh-Oracle Fusion Service
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Required field errorSummary Title being required without the actual need toContent Hello all. Guys I've re-configured the layout of SR creation page. Just like the image attached. Though it…
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Associate multiple Sales Accounts to a Service RequestSummary The goal is to be able to associate mutiple accounts to one service requestContent As designed, the Service Request has a 1:M relationship with the Account objec…
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How to merge duplicate service requests (SRs) by agent?Summary We occasionally need to merge two service requests into a single service requestContent How do others manage duplicate service requests? Is there a method to qui… -
Best practice to create a custom roleContent Hi, I had 2 queues as Q1, Q2 and I want to add one button in the SR details page layout which should be visible only for Q2. For that I have created a new role w…
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How to store Opportunity record in service requests sub-tab ?Content Hi Team, I am having a button as "Create opportunity" which will create a record into opportunity object and a subtab as "Opportunities" in service request layou…
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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…
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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…
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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 22 views 2 comments 0 points Most recent by Jitendra Singh-Oracle Fusion Service
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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…