Service Request Management
Discussion List
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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…Jitendra Singh-Oracle 39 views 4 comments 0 points Most recent by Jitendra Singh-Oracle Fusion Service -
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…Jitendra Singh-Oracle 32 views 7 comments 1 point Most recent by Jitendra Singh-Oracle Fusion Service
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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 … -
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…Jitendra Singh-Oracle 27 views 2 comments 1 point Most recent by Jitendra Singh-Oracle Fusion Service
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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…Jitendra Singh-Oracle 59 views 3 comments 0 points Most recent by Jitendra Singh-Oracle Fusion Service
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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…
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java.lang.NullPointerException error while importing data into a custom objectSummary java.lang.NullPointerException error while importing data into a custom objectContent Hi Experts, I am importing data in custom object created in B2B Service. Th…Jitendra Singh-Oracle 23 views 2 comments 0 points Most recent by Jitendra Singh-Oracle Fusion Service
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Rel 21A - clarification on documentation related to the Knowledge Managment notifications profile oSummary Rel 21A - clarification on documentation related to the Knowledge Managment notifications profile optionsContent Hi All, I see a section "Inactive Knowledge Prof…Jitendra Singh-Oracle 26 views 2 comments 0 points Most recent by Jitendra Singh-Oracle Fusion Service
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Created a Service Request. Added part. Getting Java.lang.NullpointerException errorSummary Created a Service Request. Added part. Getting Java.lang.NullpointerException error.Content Navigation: Service>Service Request. Provided Title and Account. Go t…
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Date field comparisonContent Hi Team, I have 2 custom date fields named as firstPPMdate_c and Enddate_c. While saving the record with value, the firstPPMdate_c should be earlier or equal to … -
How to split time from date?Content Hi Team, I want to fetch the time from creationdate of SR. Creationdate is a datetime type. Below is the example Creationdate : 2020-12-21 10:04:28.0 I want 10:0…
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Service Request Number sequenceSummary In our OEC instance, we have noticed the SR number increments by 10 each time during a session. Is there a corresponding KB doc Id or other documentation that ex… -
How to keep the attachments in the email templateContent Our customer is expecting that the attachment files which is available in the object level it should be attached with the workflow email. Please give me some sug… -
How to retrieve child object values using SOAP service through groovy?Content Hi Team, I am trying to retrieve a value from contract child object using SOAP service in servicerequest object.Below is the format I have used to give parameter…
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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…
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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…
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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 34 views 3 comments 0 points Most recent by Priscila Terazawa - Support-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…
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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 90 views 2 comments 1 point Most recent by Jitendra Singh-Oracle Fusion Service