Service Request Management
Discussion List
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Get Faster Fusion Service Extensibility Answers with the Fusion Service Extension Assistant AI SkillImplementing and extending Oracle Fusion Service can involve many decisions: where to add a field, which page can be customized, how to use an event, or whether a requir… -
Unable to View Last Updated Date Value in Service Center Home DashboardSummary: We are facing an issue in the Service Center Home Dashboard where the Last Updated Date label is displayed, but the corresponding value is not displayed for cer… -
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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How to receive an email in Outlook when an activity has been assigned to meFirst, users need to receive a notification in Fusion that they have tasks (activities) assigned to them. Second, need to receive an email in Outlook that they have task…
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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 …
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HR Helpdesk: Escalation & SR Auto-Assignment to Line Manager on Milestone violationWhen an Agent fails to Resolve a SR within the Milestone timeline (or the given SLA), the SR is to be Auto-Escalated and Auto-Assigned to the Agent's Line Manager. How c…
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milestone showing in progress when it is overdueSummary: HR Help Desk Milestones have been configured for Service Requests for 'First Response' and 'Resolution'. The SR is created and the milestones appear against the…
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Is it possible to configure milestones based on Category/sub category?Summary: Is it possible to configure milestones based on Category/sub category? Content (required): Hi Team We have use case where we need to define milestone based on c… -
Would like to know how to configure Milestones and coverages per category in Next Gen Help DeskSummary: Hello There are milestones already configured within the system per BU, but now we would want to configure Milestones globally per category. I need help from so…
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Case Management - Edit Relationship typeSummary: I want to amend the list of Relationship types provided in Case Management. The 'Related To' and Escalated By options are the only values that will be used. Is …
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How to update a Service Request field from an embedded cx-container?Summary: Hi. On the Service Request create page, I have added a cx-container as a custom section: It's a pretty simple section wherein I have a text field and a button: … -
Object Workflows once ticket breaches SLA ,routed to different queue,reassigned or changes statusSummary: Hi Everyone, We are currently looking for different custom Object workflows to trigger email notifications to the Primary Point of contacts in HR Help Desk. Ema…
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Update Any Field: Introducing Mass SR Updates Through Extensibility!I am thrilled to announce a game-changing update in our 26A release. We know that for a long time, you were limited when it came to making bulk changes. Until now, you c…
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How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' roleSummary: How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' role Content (please ensure you mask any confidential information…
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Has anyone used Service Profiles extensively?Summary: I want to deep-dive on the Service Profiles capability since I feel it will be a great value add for one of our customers. I've been trying to read up on Servic… -
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…
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Primary contact field not returning any namesSummary: I am impersonating a regular user who is trying to create a request in HR Help Desk Redwood. When I try an enter a name in the Primary contact field nothing pop…
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How to remove any of compose actions in the messagesIn the messages action i need to remove the response action from the list
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Workflow condition on Checkbox field disappears after SaveSummary: Hi Everyone, We are encountering an issue when creating/editing workflow rules for Customer Work Orders (Parent Entity: Service Request). Whenever we add a cond… -
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…Justin Anderson-Oracle 1.4K views 12 comments 3 points Most recent by Justin Anderson-Oracle Fusion Service -
Internal Helpdesk Request Error - Invalid Attribute 'Department_C' in the PayloadSummary: We are trying to create internal helpdesk request for the Install base Asset but we end up with the error. But if we remove department from the employee then we… -
Inbound email messages showing in svc_inbound_messages table with status as ORA_SVC_FAILEDSummary: Hi All, We have an issue currently with HR Help Desk where the inbound emails are displaying in svc_inbound_messages table with status as ORA_SVC_FAILED and Obj…
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Category field failing to load HR Help Desk RedwoodSummary: The category field is not loading any of the values for some reason. I tried making changes in Visual Builder but still get the same issue Content (please ensur…
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To be able to assign service requests to agents on the basis of AOR/LocationSummary: Hello Team, We are trying to add the fields of AOR/Location to see if the process of assigning service requests can be automated on the basis of the primary poi…
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How can I add custom fields to the Help Desk Request DetailsSummary: I want to add custom fields for the Agent when a service request is received. For example we want to add a field stating "Payroll impact" - YES/NO. This is some… -
Auto assign queue to Service Request through inbound emailSummary: Content (required): We are auto assigning a queue when SR is created via Inbound email. We are using below logic in a custom trigger to auto assign the queue. i…
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Hide quick actions on service details summary pageSummary: Need to extend quick actions to hide and show different quick action for different users Content (please ensure you mask any confidential information): Hello, O…
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How to add tabs to the Service Request Details page in Oracle Service CenterYou can add a small tab bar at the top of the Service Request Details page to help agents focus on the view they need: the standard overview, communications, or related …Edson Junior, Oracle 194 views 2 comments 2 points Most recent by Edson Junior, Oracle Fusion Service
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How to Create ‘Quick Action’ Buttons on the Service Request Details PageSummary This article explains how to add custom ‘Quick Action’ buttons to the Service Request Details page in Oracle Fusion Service. Quick Actions help agents quickly pe…Edson Junior, Oracle 542 views 3 comments 2 points Most recent by Edson Junior, Oracle Fusion Service