Service Request Management
Discussion List
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How to fix Error with 'Resolve Help Desk Request' SmartAction in HR Help Desk Button BarSummary: We turned on the Button Bar listed on the Improve Agent Efficiency with the Button Bar page in the 25B release (link below). https://docs.oracle.com/en/cloud/sa… -
Tracking Completion Dates for Action Plan Tasks in Redwood UISummary: Hello Experts, We are currently implementing the HR Help Desk using Redwood UI and leveraging Action Plans for Case Management. As part of this, we would like t… -
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 942 views 7 comments 2 points Most recent by Edson Junior, Oracle Fusion Service -
"Add Filter" options in Redwood list pages in Oracle FusionI have a question regarding the “Add Filter” option in Redwood list pages in Oracle Fusion. How can we: Add or remove fields from the “Add Filter” section? Is there any …
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How are AI Agents currently triggered in Service Center? (26A)Summary: I was recently reading the 26B updates and realized that Oracle is introducing SmartActions for triggering AI Agents on the Service UI (https://docs.oracle.com/… -
How to create custom drawer in Classic UI for Service Request?I’m working on the Classic UI for Service Requests and would like to create a custom drawer to integrate a third-party API. Could you please guide me on: How to create a…
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Why are there 4 critical patches applied per year and are they really necessary for us?Summary: Critical patches notifications Content (please ensure you mask any confidential information): We receive notification for application of critical patches, 4 tim… -
How to default SR Details to expanded view modeService agents often need to access key information on a Service Request as quickly as possible. However, navigating to the Service Request Details page and then manuall…Edson Junior, Oracle 42 views 2 comments 0 points Most recent by Edson Junior, Oracle Fusion Service
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Unable to see Service Request icon on Homepage or Navigator after enabling Service offeringSummary: I have enabled Service Offering. On the homepage or Navigator the Service Request icon is not visible. The structure page shows the EL expression as shown in th…
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How to implement account create as a drawerBy default, creating an account from a Service Request forces the agent to open a new browser tab, create the account there, come back to the SR, and search for it manua…
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Adding agents in Resource directory with two active assignments and different business unitsSummary: Hi Team, There is a requirement where an employee is tagged to two assignments, each associated with different Business Units—one under “XYZ” BU and the other u…
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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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Unable to search for terminated employee using Hr Help Desk Employee Search featureSummary: Unable to search for terminated employee's under Employee Search for HR Help Desk Content (please ensure you mask any confidential information): The Employee Se…
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Service Requests created via Import Management visible in API but not in UISummary: I am trying to create Service Requests (SRs) using Import Management by uploading SR details through the standard import template. The import process completes …
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Disabling Agent Available/Away StatusSummary: Hi all! My client wants automatic queue assignment but does not want agents to have the Available/Away status option. Do you know if there’s a profile‑level set… -
Groovy Script - When agent posts a messageSummary: We are configuring a Server script(groovy) when the HR agent is updating the SR, Employee should get a bell and email notification. I tried writing some groovy …
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Custom Smart Action does not work in HelpdeskWe have copied the standard Smart Action “Delete Help Desk Request” and created a custom smart action called “Delete Custom Help Desk Request.” However, the confirmation…
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What is service profiles? How to implement and use in CX?Please provide some documentation related to service profiles -
What is the groovy script for notification trigger to resource team membersSummary: Requirement: If agent assigns the SR to himself other agents in the resource team should receive the notification. I tried with the given code but the notificat…
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When the HTML option is enabled while creating a service request, smart texts are not visible.Summary: All Smart texts are not visible while creating the service requests. Content (please ensure you mask any confidential information): When the HTML option is enab…
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Set all fields in the SR collapsed panel to read-onlySummary: Set all fields in the SR collapsed panel to read-only. I configured the form to be read-only, but this only applies to fields without templates. For fields that…
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HR Help Desk - Best Practice for Multi-Level ApprovalsHi - I'm looking for some guidance and best practice around implementing approvals in HR Help Desk. Also open to workarounds for this. I understand approvals are not ava… -
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… -
Can a single fusion service Work Order be converted to multiple activity with different activity typHi, Based on the 26A update, we see that a single fusion service Work Order can be associated with multiple Field Service Activities. Does this mean that, against a sing…
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May Interactive Demo Hours: Service AutomationAlways live, never recorded! It's that time again. Interactive demo hours are scheduled for May In this one hour showcase, you’ll get an in-depth look at Oracle's best-i…Kayleigh Halko - Oracle-Oracle 1 view 0 comments 0 points Started by Kayleigh Halko - Oracle-Oracle Fusion Service
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Smart Text is not appearing when creating a service requestSummary: I’m facing an issue where the Smart Text feature is not appearing when creating a service request, specifically in the description field. Content (please ensure…
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Custom Dashboard in Redwood Service Center – Graph Resize, Table Report, and Drill-Down CapabilitySummary: I have created a custom dashboard and embedded an analytics report that displays a graph (SR Routing Report). I need guidance on the following: 1. Graph Size Ad…
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Please suggest for below email that receive by customer. Is there any impact on business?To align with industry best practices, including National Cybersecurity Cryptographic Standards, and to enhance data security, integrity, and performance, Oracle Fusion …Deepak.h.singh-Oracle 23 views 0 comments 0 points Started by Deepak.h.singh-Oracle Fusion Applications Administration -
Based on field value change the new fields should be added to the pageHi Team, We have a requirement in the Helpdesk module where, whenever the Category field value is changed, a set of Descriptive Flexfields (DFFs) should be dynamically a…
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Can part time employees act as HR helpdesk agents in Oracle HR helpdesk systemSummary: Can part time employees act as HR helpdesk agents in Oracle HR helpdesk system Content (please ensure you mask any confidential information): Version (include t…