Service Request Management
Discussion List
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Default custom field values from Resource object to Service Request page for logged in userSummary: We have 2 custom field on "Resource" object - Business unit and Branch. These 2 fields are setup in Resource Directory for all users. Now, whenever any user log… -
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 793 views 8 comments 2 points Most recent by Edson Junior, Oracle Fusion Service -
How to create a Descriptive Flex Field in HR Help Desk - Create Service Request PageSummary: Hi Team, We have a requirement to create a Flex Field of Username in Create Service Request Page. But, I'm not knowing which Module or Name I should choose to c…
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Redwood UI Smart Action Error: Applying List binding LOV_StatusCd with given set of values leads toSummary: Hi Team, We are experiencing an issue in the Redwood UI when trying to change a Service Request status to 'Closed' via the Update Status Smart Action. Whenever … -
Add Time Remaining Field to the Landing Page of HR Help DeskSummary: Hi Everyone, Wanted to check if we can add Time Remaining field available to add on the Landing page of HR Help Desk. We generally have this field available onc…
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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…Edson Junior, Oracle 113 views 4 comments 0 points Most recent by Edson Junior, Oracle Fusion Service -
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…Edson Junior, Oracle 1.2K views 13 comments 2 points Most recent by Edson Junior, Oracle Fusion Service
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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…Vignesh Prabhu Ganesan 5 views 2 comments 0 points Most recent by Edson Junior, Oracle Fusion Service
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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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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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Attachment not available when status is closedSummary: Users need to be able to access the attachments even when the SR status is Closed. Why is it disappearing? Content (please ensure you mask any confidential info…
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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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How to configure Service Request Creation Assistant with Chat for creating the Service RequestHi, I am trying to learn the AI agents in that I am working on the Service Request Creation Assistant this agent, Basically this is used to create Service request based …
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Fusion Field Service Activity Details in Fusion Service Work OrderSummary: Hi All, We were able to set the Fusion Field Service connection and the WO from Fusion service gets created in Fusion Field Service and the updates can we seen …
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SR is getting created when replying to the notification from object work flowSummary: Refered the guidelines provided in the document below, but its not working. Still a new SR is being created when any of the contacts under that SR reply to the … -
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 42 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…
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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…
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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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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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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…