Service Request Management
Discussion List
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How to close HR Helpdesk Service Requests in bulkSummary: How to close HR Helpdesk Service Requests in bulk Content (please ensure you mask any confidential information): Hi All, Greetings! We have the requirement to d… -
Regarding HR help desk requests SLA'sSummary: Hi team, Can you please suggest me how to configure SLA's based on Category in HR Help Desk Content (please ensure you mask any confidential information): Versi… -
Auto populate severity to high when Critical field is turned onSummary: We want Severity field to auto update to high when Critical flag is turned on. I tried the below server script( Application Composer —> HR Helpdesk —>Server Scr…
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Extract or Print the Help Desk Request detailsSummary: Extract or Print the Help Desk Request details Content (required): We have a requirement to extract the complete history of the Help Desk request details includ…
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Clarification on Hyperlink Support in Groovy-Based NotificationsSummary: Hi Team, We are working on a requirement to include a clickable link to an HR Help Desk Service Request within an email notification. As part of our testing, we…
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Types of attachments on 'Create HR help desk request' pageOn the 'Create HR help desk Request' page, there is a field to upload attachments. The LOV provides two values to select - Miscellaneous and Inline Attachments. What is …Sheetal Ravindra Shedbalkar 14 views 0 comments 0 points Started by Sheetal Ravindra Shedbalkar Help Desk -
Best practice for bulk outage notifications to multiple recipients in Fusion Service?Hi everyone, We’re using Oracle Fusion Service for an outage-notification scenario. The customer needs to: Create service requests in bulk. Send an outage notification t…
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Groovy Script for Notification Trigger is not workingSummary: Groovy Script for Notification Trigger is not working Content (please ensure you mask any confidential information): Hi All, Greetings! We are currently working…
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Fusion Service: can’t change SR status on an inbound email reply (automation rule and Groovy)Summary: In Fusion Service (Redwood), we want a customer’s email reply to an existing SR to change its status to “Customer response received”, while the first (originati… -
Adjust Column Widths to Fit in Screen in Redwood List Pages (Available in Sales but Not in Service)In Redwood list pages, "Adjust Column Widths to Fit in Screen" is available in Sales but not in Service. Is there a way to enable or implement this feature in Service?
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Exploring 25A Enhancements to the cx-svc-sr-create Fragment: What’s New and ImprovedIn this how-to article, I demonstrate how to use the improved cx-svc-sr-create fragment in Oracle Visual Builder Studio to make creating service requests easier for you.…Edson Junior, Oracle 120 views 2 comments 2 points Most recent by Edson Junior, Oracle Fusion Service -
It is time for an update "Fusion Service Extension Assistant has been updated for 26C"The Fusion Service Extension Assistant has been updated for 26C, with refreshed extensibility references, Service Jumpstart guidance, and What’s New coverage. I updated …
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A Free Path from Fusion Service Classic to RedwoodMoving from the Fusion Service Classic user experience to the Redwood user experience can feel like a big job. You may have pages, layouts, custom objects, scripts, and …
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Inactive Document Types displaying in Copy to Document Record feature in Help DeskSummary: Hi All, We recently enabled "Copy to Document Record" feature in HR Help Desk and noticed that the document type LOV is displaying the Inactive document types a…
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Restricting SmartActions by roleSummary: My client wants to restrict which agents in Help Desk can use the 'Copy to Document Record' SmartAction, they have 2 separate copies of the Next Gen Agent role,…
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How can I capture Category from an inbound email?Summary: I would like to be able to capture the category in the inblound email so that the request would automatically be assigned to the a queue and resource. Content (… -
How can Divisions be part of Oracle HR HelpdeskSummary: Need to report on Service requests based on employee Division. How can division be included in HR Helpdesk Division is assigned to employee at assignment level.…
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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…
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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: Organization Name logging the idea on behalf of customer: Diebold Nixdorf Description (Required): Currently in Oracle Fusion Application Composer, once a custom…
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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…