Service Request Management
Discussion List
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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… -
set up visibility for queue based on business unitContent We want to modify the arrival page of the queue management for managers, the idea is that they can only see the queues that are related to their own business uni…
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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 18 views 4 comments 2 points Most recent by Jitendra Singh-Oracle Fusion Service -
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 15 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… -
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…
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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… -
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… -
How to update the SR record when a customer replies to an email or update on DCSSummary How to update the SR record when a customer replies to an email or update on DCSContent There is not an out of the box way for an SR field or status to get updat…
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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 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…
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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…
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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…
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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… -
B2B KM article importSummary B2B KM article importContent Do we plan to support KM content import with the Fusion Import framework (e.g. FBDI, Import Mgt) at some point? As of now, I only se…
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Are DFF's available in Service Request Page ?Summary Are DFF's available in Service Request Page ?Content Hi, Are DFF's available in Service Request Page ? If Yes, Can you please let us know what Name/Flexfield Cod…
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Service setup check listSummary need any document for service setup check listContent Hi it will be great if any one shared check list for service and logistic setup , I just need setup for sta…
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CTI in Oracle Engagement CloudSummary CTI Adapter compatibility with Telephony Service ProviderContent Hi All, Good Afternoon. Today, most of our customers are looking for a common feature in CRM, wh… -
Enable SR Category in Common SetSummary Enable SR Category in Common SetContent Hi, SR category can only be configured per Business Unit. Do we have plan to make it available for set assignment? For ex…
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IB asset is invalid for the service request business unitSummary IB asset is invalid for the service request business unitContent Hi, I added a IB asset to SR. When I save the SR, I got the following message, ########### Faile…
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How can I check if an outbound email sent to a customer bouncedSummary How can I check if an outbound email sent to a customer bounced and what is the reasonContent I am looking for a way to check if the outbound emails sent by Enga…