Service Request Management
Discussion List
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Can we have multiple acknowledgement messages for different Business Units in HelpdeskSummary: Can we have multiple acknowledgement messages for different Business Units when SRs are created in Helpdesk through email channel? For Help Desk, the following … -
Custom Smart Actions are not working on the list page of Help Desk.Summary: I am trying to add two smart actions "Resolve Help Desk Request" , "Add Resource" in the list page of help desk, for that i have created duplicate of seeded sma… -
How to link an Installed base asset to an SR in Redwood UI?Summary: We're doing a new implementation of Fusion Service for a client, and are trying to link Installed Base Assets to an SR in Redwood UI. I've displayed the lookup …
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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… -
How system sorting the available email channelSummary: Hi All, I may define a number of email communication channel. But I would like the default is always go to ppaebshelpdesk@pilbaraports.com.au. It is possible to…
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Duplicate Tickets Created by CC Recipients in HR HelpdeskSummary: We've seen many other customers asking this question of Oracle Helpdesk going back as far as 2023, however resurfacing this issue as I see that Oracle has decli…
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Descriptive Flexfield for Task (Activity) in Internal Service RequestSummary: Hi, I would like to know is there any descriptive flexfield for the task (activity) in internal service request. If yes, where I can define the DFF? Content (pl…
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Service requests should be visible only to the PPOC. If created on behalf of others, only the designSummary: The business has a requirement regarding visibility of service requests: If an employee raises a service request as the PPOC (Primary Point of Contact), only th…
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How to update the value of one field based on the other field in Service Request RedwoodSummary: In Service Request Redwood, we need to set Problem Description field value based on Critical Flag Boolean using event. Which event must be used to achieve this?…Vignesh Prabhu Ganesan 26 views 4 comments 0 points Most recent by Vignesh Prabhu Ganesan Fusion Service
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Is there a way to Import Service request part details, Creating SO & Receiving to be doneWe have a requirement on data migration, where we are going to migrate open SR's and need to import Service request part details (RMA & Shipment line) , post that create…
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Mash Up content not working in Service Request RedwoodSummary: I have added Mashup content "Wikipedia" in Service Request but it's not working. Kindly see the attached screenshots. Content (please ensure you mask any confid…
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Count of Characters in Custom Field in Service RequestHi Team, I have created a custom field in the Service request, is it possible to display the count of character, same as it is being displayed in problem description. Al…
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Business Unit dropdown is Blank while creating HR Helpdesk CategoriesSummary: Business Unit dropdown is Blank while creating HR Helpdesk Categories Content (required): We are on 23b and classic HRHD, when trying to create Categories using…
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Internal service Request status doesn't change automatic for some ISR even MNT Work Ord is completedSummary: When we create Internal service request in Helpdesk screen , after creating service request, agent will create maintenance work order linked to this ISR. When m…Abhishek Tiwari-Oracle 15 views 2 comments 0 points Most recent by Abhishek Tiwari-Oracle Maintenance
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Telephony integration in Redwood: Build your CTI toolbar as a Visual Builder App UIYou can leverage Oracle Visual Builder to implement your CTI toolbar application without needing to use a standalone web server for the deployment. Note: You must be fam… -
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…Edson Junior, Oracle 93 views 2 comments 0 points Most recent by Edson Junior, Oracle Fusion Service
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Assigned to field, Help DeskGood morning! We are seeing discrepancies with the assigned to field in the HelpDesk. There is a ticket where we updated the Assigned To field but it isn't reflecting on…
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How to report on full Service Request message history?Summary: Hi Everyone, Our Team currently have to manually open each HR Helpdesk Service Request and take screenshots of the message threads when requested which is time …
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Workflow Automation for Case ManagementHello, Workflow Automation for Case Management We are currently using Workflow Automation in HR Help Desk, and it is working as expected. However, in Case Management, no…
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Bulk Import knowledge articlesSummary: Bulk import option for knowledge articles Content (required): Hi Team How do we generally import knowledge articles? Do we have any bulk upload option to create… -
Smart Picker in Service Request is not displaying the selected valueSummary: Hello everyone, I have implemented a Smart Picker (oracle_cx_commonUI:smart-picker) in a Service Request extension. The picker loads the list of Contacts correc… -
Is there any option to remove the URL section from the Attachments area in Service Center Redwood?Summary: We are using Service Center (Redwood UI) and want to allow only file attachments, not URL links. Is there any option to remove the URL section from the Attachme…Venkat Malepati 11 views 4 comments 0 points Most recent by veerendranath pulivarthi-Oracle Fusion Service
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How to create an interview form in case management using Oracle Intelligent AdvisorSummary: We need to create an interview form in case management using Oracle Intelligent Advisor, and we already have access to it. If anyone has experience with this co… -
Is there a way to “recall” an email correspondence sent out from Helpdesk?I would like to know the best practice how to “recall” an email correspondence sent out from Helpdesk by Agent. Agent sent mail using outbound to recipient but sometime …
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What is the best practice for creating a HR Helpdesk integration admin user from HRHD to Servicenow?Summary: Hello, I am trying to create an admin user in order to test connection and set up between HR Helpdesk (clientside) and Servicenow Is there a best practice in or…
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Resolve case / Assign to are not actionable in case managmenetHello, We are facing an issue in Oracle Case Management. On the Case Management Landing Page, the Assign To button is not actionable. Also, on the Case Details page, fro…
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Documentation for create task in internal service requestSummary: Hi All, I would like to explore create task feature in internal service request. Is there any documentation that I can refer. Content (please ensure you mask an…
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Show more field in task (Internal Service Request)Summary: Is anyone know how to show more standard fields or custom fields in the task sessions for internal service request? Content (please ensure you mask any confiden…
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Edit service dashboardHi everyone! How can we configure the Service Dashboard and make new infolets available: We didn't find any documentation about this. Thank you in advance, Martina