Service Request Management
Discussion List
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How to show Custom Lookup and respective values on selection of Seeded category field value.Hi Experts We have below requirement : We are using seeded category hierarchy field. Where we are showing L1 to L4 levels. What we want when user selects the Category th… -
Redwood Service Error - Unable to View SR DetailsSummary: Hello, We started getting these errors all of a sudden while opening SRs and we are unable to view most of the information: Any idea as to what might be causing… -
User account is locked after IAM upgrade and keeps getting locked after unlocking every 4 hoursSummary: User account is locked after IAM upgrade and keeps getting locked after unlocking every 4 hours Content (please ensure you mask any confidential information): V… -
Oracle Fusion Service Redwood: Unable to create a Metric Card Unassigned Service RequestsSummary: We are trying to add a Redwood metric card on the Service Home page for Unassigned Service Requests in Oracle Fusion Service. The desired behavior is similar to…
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A Reusable Approach to Implementing Validations and UI Logic in Fusion Service Redwood📑 This article is estimated to take approximately 8 minutes to read, and can save you hours of implementation and research. You are welcome! 😃 📽️ Before diving into th… -
Restrict Service request category based on another fieldSummary Restrict Service request category based on another fieldContent Hi, We have a requirement to show only few Categories on Service request based on another field o… -
Restrict displayed Category values based on rolesSummary: The requirement is to restrict specific Category values to display only for a specific user role. Content (required): We are using Next Gen Internal Help Desk, … -
Incorrect flowName page is called when accessing a help desk request assigned to another agentSummary: We have found that when an Agent access a service request that has been assigned to one of the agents (not agent manager) – the ‘employee flow’ page is invoked,… -
How to add attachment panel in service center?Summary: We have one requirement to add attachment panel in service center. It was OOTB previously and I want to implement same. I tried following How to add a custom fo…
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How do I enable the AI message features available Compose Email screenSummary: In 26B, when editing a Service Request there are new buttons on the bottom toolbar when composing an email, problem description or solution description. See hig…
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Is groovy script being replaced by Workflow Automation?Summary: I had a very quick question around groovy script and HR Help Desk, we’ve previously used this to automate notifications and update statuses etc, but I know Work…
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How to do mapping between Seeded Category and Custom LookupsHi Experts We have created custom lookup on Request page. And we want to map it with seeded Category field. Category - Seeded Field Category L4 - Custom Lookup
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Object Workflow not working via email ticket creationsSummary: Hi Everyone, We have a requirement to send out an email with the custom message for HR Help Desk Tickets. Employees will send out an email to xxxxx@com and a co…
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Unable to reply to the email received through creating the conversation in Help DeskSummary: I am creating a conversation from the help desk it is working fine, but when i am replying to the email received it is not getting captured in the Help desk req… -
How to restrict custom lookup values based on roles/department?Hi Experts On HR Help Desk SR Creation page, we have created few custom fields using standard lookups to select attributes related to the Main Category of SR. Requiremen…
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Through BPA can we create Complex Purchase order in oracle fusionWe created a Purchase Requisition (PR) with the line type Fixed Price Services, created a Negotiation, and generated a Blanket Purchase Agreement (BPA) from the negotiat…
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Auto Assign HR Help Desk Request to an AgentSummary: We currently have Auto distribution turned on for our HR Help Desk Queues. Our agents have the ability to mark themselves as available when they login for the d…
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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…
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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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How to create a button to initiate a Smart Action on the SR Edit pageSmart actions can simplify navigation, making your user interface neat. But, users might click buttons without thinking about typing an action. This post will show you h…Edson Junior, Oracle 1.1K views 10 comments 2 points Most recent by Edson Junior, Oracle Fusion Service
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A valid default service request status hasn't been defined. Ask your service administrator to set itSummary SR can not be created when using sandbox -
Add attachments in the Smart Text feature in HR Help Desk RequestSummary: Hi Everyone Smart Text in HR Help Desk allows agents to use reusable text fragments when composing messages or chatting with employees. We would like to explore…
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Add Maintenance Work Order being "Save Failed"Summary: I have Internal Service Request that will be proceeded into Work Order creation. However, the system shows Error "Save Failed" when I tried to save the work ord…
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Supervisor dashboard needs to have separate license for Oracle Engagement Service ??Summary: Supervisor dashboard needs to have separate license for Oracle Engagement Service ?? Content (please ensure you mask any confidential information): Version (inc…
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Manager Role can not view ISR assigned to the AgentsSummary: Manager user can not view the Service Request that ha been assigned to the Agents. Instead, agent user can view all ISR that is assigned to the other agents wit…
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Auto Assignment Not working after SR being updatedSummary: For SR update scenario the Queue and Assigned To fields are not being updated automatically. Content (please ensure you mask any confidential information): Hell…
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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 …
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How to auto-assign Action Plans or Checklist based on the category selected in HR Helpdesk ?We are currently looking for a solution where system can auto-assign existing Action Plans or Checklists based on the HR Helpdesk category selected in Helpdesk request. …