Service Request Management
Discussion List
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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… -
Unable to see Action Plan Catalog in Workflow Creation - HR HelpdeskSummary: Hi everyone, We're trying to configure the Service Request Triage Agent for HR Help Desk. We've completed the documented prerequisites, including: Granted the r… -
Help Desk Redwood: Automating Queue Assignment & Removing Previous Assignee on TransferWe have the following requirements in Oracle Help Desk Redwood: 1. Automatic Queue Assignment We have configured Manage Service Assignment Rules to assign queues based o… -
Few emails are not generating helpdesk ticketsSummary: We’ve observed an issue where emails sent to HRhelpdesk@mycompany .com are not consistently creating Helpdesk tickets. Initially, the ticket is not created, but…
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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… -
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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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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Object workflow is not triggering email notifications - MilestonesSummary: Custom object workflow is not triggering email notifications for the Milestone object. Content (please ensure you mask any confidential information): We are usi…
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Is it Possible to Enable a DFF on the HR Help Desk Agent Page?Summary: Hi everyone, I wanted to check if anyone has been able to enable or create a Descriptive Flexfield (DFF) on the HR Help Desk page that HR Help Desk agents use. …
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How to Display SR Audit Log Date/Time Values According to the User’s Preferred Date and Time Format?Summary: In Oracle Fusion Service, the Date/Time values displayed in the Service Request (SR) Audit Logs are not being shown according to the logged-in user’s preferred …
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How to reflect SR Status and Action Plan updates on UI immediatelySummary: Hi, I am working on an Oracle Visual Builder Studio application where an Action Chain listens for Service Request (SR) changes, evaluates related Work Orders (W… -
Need Guidance: HRHD Status Configuration – Nested vs Top-Level StatusesSummary: Content (please ensure you mask any confidential information): Hi all, I’m reviewing status setup in Oracle HR Help Desk. Can we create nested statuses under ex… -
Set Up Service Request Visibility for the users business unit onlySummary we want to do the set up of the SR based on the user Business unitContent we want to do the set up of the SR based on the user Business unit, at the moment oracl… -
When using "Transfer Help Desk Request" action, what is the purpose of "A specific person" option?Summary: When using the "Transfer Help Desk Request" action, there are three options in the field Transfer this Service Request to field. There are three options. I've o… -
What is the recommended Oracle chatbot solution after ODA licensing has been sunset?Summary: Seeking Oracle's recommended replacement for Oracle Digital Assistant (ODA) for implementing customer-facing and internal AI assistants integrated with Oracle F…
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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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Service requests are not assigned to queue on next Gen HelpdeskSummary: Hi , we are working on migrating Classic HR Helpdesk to Nextgen Redwood helpdesk. After completing migration jobs , i can see all queues has been migrated and i…
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How does SLA or Milestones works when Service Request Reopened, and add team member within SRSummary: Hello, We would like to know if someone have any insight on below points. How does SLA or Milestone works when help desk user Reopened the Service Request? if t…
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How to Hide or Add Fields to SR Landing Page?Summary: We have requirement to hide few columns and add new columns to SR Landing Page Content (please ensure you mask any confidential information): Hello Experts, We …
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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,… -
"Lifecycle - Handling Times"."Total Handling Time (Work Minutes)" fact Ignores CoveragesSummary: The custom analysis using the fact "Lifecycle - Handling Times"."Total Handling Time (Work Minutes)" from the Service - CRM Service Request Lifecycle subject ar…
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Copy service request failed with JBO-27024While trying to copy the service request got the error i.e., Failed to execute Copy Mapping "Copy Service Request Map". JBO-27024: Failed to validate a row with key orac… -
Routing Service Requests Based on Specific Inbound Email AddressSummary: Hi Team, We have a requirement to route Service Requests to different queues based on the inbound mailbox that received the email. We have multiple inbound mail…
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Help Desk - Assign specific category Service Request to Specific queueSummary: Hello Currently, we have configured the Queue assignments based on employee's Business Unit. example: if User x is from United States BU and submits the ticket,…
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How to add attachment fragment inside service expanded fragment in fusion service cloudSummary: Hi Team, I want to add sr attachment fragment inside CX-SVC_SR-details-expanded fragment. Content (please ensure you mask any confidential information): Version…
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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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Restriction on L3/L4 category in custom fieldHi Experts We are having requirement to avail L1 to L4 categories. Where we are using L1 & L2 categories in Seeded category field as a hierarchy. and L3/L4 in Select Att… -
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…