Service Request Management
Discussion List
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How do I enable, or are the Messages, Interactions, and Conversations tabs available out of the boxSummary: How do I enable, or are the Messages, Interactions, and Conversations tabs available out of the box within the Redwood Service Request details page in Oracle Fu… -
Oracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT SurveyOracle Fusion HR Help Desk – Out-of-the-Box Support for Automatic Multi-Question CSAT Survey on Ticket Resolution Hello Experts, I have a business requirement to automat…
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Can we control the visibility of installed base asset based on the logged in used business unitSummary: Need to control the visibility of installed base asset Content (please ensure you mask any confidential information): Is there a standard way to control the ins…Jaison Joseph-Oracle 45 views 2 comments 0 points Most recent by Hanas Mustafa Amanulla Fusion Service
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Unable to see custom fields listed in OTBI for Case ManagementSummary: I have a number of customised fields created on the Case Management form but the fields are not listed in OTBI. Below is some of the custom fields This is all I…
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Navigate from Service to Sales Contact PageSummary This article explains how to redirect the Service Contact page to the Sales Contact page in Oracle Fusion Service Extensibility. Some customers do not use live c… -
Oracle Helpdesk Security access for VIP ticketsSummary: in Oracle Helpdesk Nextgen Can VIP tickets have restricted executive level security access and cannot be viewed by all agents Content (please ensure you mask an…
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Oracle Helpdesk -Can AI suggest categories for Helpdesk service requestSummary: Can AI suggest categories based on the description of the request when they come in through email for Helpdesk Nextgen module Content (please ensure you mask an…
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For Oracle Helpdesk Nextgen Is Auto Flagging for Missing Attachments availableFor Oracle Helpdesk Nextgen Is Auto Flagging for Missing Attachments available when a subcategory is selected that requires specific forms attached
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Not able to view Service Request list pageSummary: In our application user able to create new service requests but created service requests are not able to access and SR list page also not able to view. But Post… -
The "Edit Access Hours" button is not appearing under Manage Technician Access SchedulesSummary: The "Edit Access Hours" button is not appearing under Manage Technician Access Schedules in the service profile. We followed the below doc. Overview of Access H…
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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…Justin Anderson-Oracle 768 views 7 comments 2 points Most recent by Cyriac Mathew-Oracle Fusion Service -
We have multiple ( 200 +) dynamic sections in Service Request Details page, best way to achieve itSummary: We are a new implementation to Redwood Service Centre. We have dynamic forms based on combination of SR category field and other custom fields. Based on the com…
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How to add custom field(s) to the landing page in Redwood Service Center, Help Desk or Case MgmtOverview In this article, we are providing steps on how to add a custom column to the landing page. The principles shared in this article can be applied to the Fusion Se…
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Transfer and Queue Change Internal Notes Not Appearing on Requests After 26BSummary: When a ticket is transferred, we no longer see the Internal Notes that would show to whom the ticket was transferred to. This used to work even if Transfer Note…
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Can we disable the possibility for agents to "spot light" Primary Point of Contact options?Summary: When the Agent clicks on the Primary Point of Contact he gets a list of options where he can check different elements that is attached to the employee. These th… -
Load Resources in Helpdesk QueuesSummary: Hi Everyone, We have a longer list of resources who needs to be added as a individual resources for each queue.(eg. in one queue we need to add 30 resources). W…
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How can we have auto assignment without Agents marking Availability BUT without overloading an agentHi Folks, There is one concern that if there are 10 agents, we want to know how the SR's gets assigned to each agent? Is it that after 1 Agents capacity is reached than …
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Add Formatting and Image Insertion Options to Initial Help Desk Request CreationSummary: When creating a service request in HR Help Desk, there’s no ability to format text or insert images (such as screenshots) directly into the Detailed Description…
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What is the best way to create a Parent/Child Relationship for SRs in HR Help Desk?Summary: We have a requirement from a client for the ability to create Child SRs directly from the Parent SR and the Child SR number should retain the parent SR # -1. Co…
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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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I have created a new SR status and saved it, however when creating a new SR it is not appearingHi have created a new status for SR, and put it into the appropriate section with ranking and name have rerun index but it is not appearing when I create a brand new SR …
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Unable to add Project details on work order charges UISummary: We followed the steps below: Service Request Creation → Work Order Creation → Manage Debrief → Work Order Charges However, we are unable to proceed with enterin…
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Help Desk Agents being able to search by email addressHi, we have allowed third parties email coming into HRHD however is there a way for agents in My Help Desk Requests to search for tickets raised via email and being able…
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What are the supported Tokens for SVC_EMAIL_ACK_FOR_KNOWN_EMPSummary: I need a list of available tokens I can use in the Manage Messages for SVC_EMAIL_ACK_FOR_KNOWN_EMP. I can see {SR_REFERENCE_NUMBER} is available . What are the …
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Internal help desk request for 2- Maintenance OrganizationSummary: Dears, We have 2-Maintenance Org , and we need to raise a manitenance request only for the assets in one orgnization all users can create a request for the asse…
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Functionality: Bulk Loading of resources associated with queues and assignment rules (Service CX)Hi team, Is there any functionality that allows bulk uploads for the following items? Queues Resources (associated with queues) Service Assignment Rules Thanks.
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How to trigger email notifications to Primary Contact when SR is automatically closed?Summary: The email notification to the primary point of contact for an SR did not trigger when the SR status was automatically changed to 'Closed' via the ESS job. We cr…
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Oracle Fusion Service - Service Center Admin Workflow PreferencesSummary: I am trying to enable workflow preferences but i keep getting 403 forbidden error I have access to role - ORA_ZBS_SALES_ADMINISTRATOR_JOB Profile ORA_ASE_SAS_IN…
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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 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…