Service Request Management
Discussion List
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Error when Primary Contact uses the Close Help Desk Request action 26DSummary: I am working with a client moving them from Classic to Redwood HR Help Desk and we keep getting an error when a Primary Contact uses the 'Close Help Desk Reques… -
Service Redwood - Unable to make Status and Queue fields as Read OnlySummary: Hello, I have a simple business rule on the Service Request — I want to make Status and Queue fields as read-only for Customer Service Manager users. I was able… -
Unable to submit create service request for Preventive MaintenanceHey Team, As a part of seeded functionality , We have created Maintenance PM work order from Maintenance program and tried to submit the " Create Service Work Orders for…
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UPDATED -- END OF LIFE NOTICE: Classic Sales and Service Experience in FusionOracle is announcing the retirement of the Classic Sales and Service user experience in upcoming Fusion releases. Beginning with the 26D update, the Classic interface wi… -
Attachments are not visible in email to the Requestor in HR Help Desk when Agent compose a messageSummary: Hi All, We are currently encountering an issue where Agents are attaching documents while composing message but when the email is received by the requestor they…
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Deletion of unused fields in Oracle fusionSummary: We want to delete the custom field in the Service Request object. Content (please ensure you mask any confidential information): Version (include the version yo…
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FFS - Preventive Maintenance Work OrderSummary: We have enabled Fusion Field Service and as part of it, we want the 'Create Service Work Orders for Preventive Maintenance' to create work orders directly of ty…
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How to Restrict Service Agents from Updating Service Requests Assigned to Other Agents?Summary Need to prevent service agents from updating or resolving Service Requests that are assigned to other agents. Agents should only be allowed to update a Service R…
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Validate SR Category Selection on Value Change on Creation PageSummary Need to prevent users from selecting parent categories in the Category field during Service Request creation and allow only leaf-level categories. Looking for a …
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How to Display Custom Field Updates in the Activity Stream on the SR Details Page?Summary Need to display updates to custom Service Request fields in the Activity Stream on the Service Request Details page, similar to how standard field updates such a…
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How to Lock Saved Searches and Filters on the Service Request Landing Page?Summary Lock Saved Searches and Prevent Users from Modifying Filters on the Service Request Landing Page Need to restrict users from modifying, removing, or changing fil…
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How to Make a Field Read-Only After Save on Redwood Service Request Pages?Summary Need to make a field (BSG Action LOV) editable during Service Request creation but automatically become read-only after the record is saved. Looking for a suppor…
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Add SR Number as a Hyperlink in the email when a ticket is assigned to an agent and sends an emailSummary: Hi Everyone, We are currently triggering email notifications via object workflow to Help Desk Agent when a ticket is assigned to them with the following templat…
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How to Dynamically Default the “To” Email Address in Compose Email?Summary Need to automatically populate the To email address in the Compose Email panel with either the Service Request creator’s email address or the assigned resource’s…
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How to Prevent Users from Updating or Deleting Attachments After Service Request Creation?Summary Need to prevent users from updating or deleting existing Service Request attachments after creation while still allowing them to upload new attachments. Content …
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How to Make Problem Description Read-Only After Service Request Creation on Redwood Details Page?Summary Need to prevent users from modifying the Problem Description after a Service Request has been created. The field should remain editable during creation but becom…
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How to Conditionally Display Quick Actions Based on Service Request Field Values in VBS Redwood UI?Summary Unable to conditionally display Quick Actions based on Service Request status, ticket type, and assigned resource on the Redwood Service Request Details page. Co…
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How to Access Service Request Record Values from Action Chains in Redwood UISummary: Unable to Retrieve Field Values Using getFieldValue() in VBS Action Chains on Redwood Service Request Details Page Content (please ensure you mask any confident…
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Hide All Action Bar Actions and Display Only Selected Actions Based on User RolesSummary: VBS Redwood Service Request Details Page – How to Hide All Action Bar Actions and Display Only Selected Actions Based on User Roles? Content (please ensure you …
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Is it possible to auto close after X days for different status viz Test completed ,Production deploySummary: Hi currently using standard profile option and schedule job ticket gets auto close after days defined in profile options respectively. However , it is possible …
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Transfer Helpdesk RequestSummary: Can we add/remove the values in the below screenshot for transfer helpdesk request smart action? Content (please ensure you mask any confidential information): …
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Case Management Data Import error:Could not enrich party by alternative key(s): Retrieved Id is nullSummary: As per business requirement trying to import case management data through Import Management. During data validation receiving error: ERROR: Could not enrich par…
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“You no longer have access to this request”Summary: When trying to update a field in an HR Helpdesk Service Request as an agent, the following error appears: “You no longer have access to this request.” Details: … -
Small Hyperlinks are displaying too broader in Help Desk Email NotificationsSummary: Hi All, We are using Object Workflows to trigger email notifications to primary contact when a ticket is created and email templates created via email templates…
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How to Show or Hide Recommendation Cards on the Service Request Details PageSummary This article guides you through the steps to show or hide specific recommendation cards—such as Action Plan, Interview, Similar SR, and Knowledge—on the Service … -
Email notification to employee when respond to Resolved SR via emailSummary: Hi We have requirement where employee should notify when he/she responds to Resolved SRs via email saying "SR cannot reopen, please login to Oracle and go to My…
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How to navigate directly to Contact 360 from a Service Request in Redwood Service Center?Summary: Hi All, Content (please ensure you mask any confidential information): When an agent opens a Service Request and clicks the Contact name, the application first …
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Configure Service Request Resolution WorkflowSummary This example describes the 26B template-based configuration of Service Request Resolution Workflow, which combines classification, clarification, and resolution …
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Prepare Category and Product Data Using Ingestion AI Agent for Service Request Automation AI AgentsSummary: Available from 26C, SR Product and Category Ingestion Assistant prepares existing category and product records as contextual data for AI classification and prod…
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How to set different rules to auto close of Helpdesk request based on different queues/categories ?Summary: We would like to enable the auto-closure functionality to automatically close Helpdesk requests that remain in a 'Resolved' status after a defined number of day…