Service Request Management
Discussion List
-
How to link an Installed base asset to an SR in Redwood UI?Summary: We're doing a new implementation of Fusion Service for a client, and are trying to link Installed Base Assets to an SR in Redwood UI. I've displayed the lookup … -
Descriptive Flexfield for Task (Activity) in Internal Service RequestSummary: Hi, I would like to know is there any descriptive flexfield for the task (activity) in internal service request. If yes, where I can define the DFF? Content (pl…
-
Service requests should be visible only to the PPOC. If created on behalf of others, only the designSummary: The business has a requirement regarding visibility of service requests: If an employee raises a service request as the PPOC (Primary Point of Contact), only th…
-
How to update the value of one field based on the other field in Service Request RedwoodSummary: In Service Request Redwood, we need to set Problem Description field value based on Critical Flag Boolean using event. Which event must be used to achieve this?…Vignesh Prabhu Ganesan 23 views 4 comments 0 points Most recent by Vignesh Prabhu Ganesan Fusion Service
-
Is there a way to Import Service request part details, Creating SO & Receiving to be doneWe have a requirement on data migration, where we are going to migrate open SR's and need to import Service request part details (RMA & Shipment line) , post that create…
-
Count of Characters in Custom Field in Service RequestHi Team, I have created a custom field in the Service request, is it possible to display the count of character, same as it is being displayed in problem description. Al…
-
Business Unit dropdown is Blank while creating HR Helpdesk CategoriesSummary: Business Unit dropdown is Blank while creating HR Helpdesk Categories Content (required): We are on 23b and classic HRHD, when trying to create Categories using…
-
Internal service Request status doesn't change automatic for some ISR even MNT Work Ord is completedSummary: When we create Internal service request in Helpdesk screen , after creating service request, agent will create maintenance work order linked to this ISR. When m…Abhishek Tiwari-Oracle 15 views 2 comments 0 points Most recent by Abhishek Tiwari-Oracle Maintenance
-
Assigned to field, Help DeskGood morning! We are seeing discrepancies with the assigned to field in the HelpDesk. There is a ticket where we updated the Assigned To field but it isn't reflecting on…
-
Bulk Import knowledge articlesSummary: Bulk import option for knowledge articles Content (required): Hi Team How do we generally import knowledge articles? Do we have any bulk upload option to create… -
Smart Picker in Service Request is not displaying the selected valueSummary: Hello everyone, I have implemented a Smart Picker (oracle_cx_commonUI:smart-picker) in a Service Request extension. The picker loads the list of Contacts correc… -
Is there any option to remove the URL section from the Attachments area in Service Center Redwood?Summary: We are using Service Center (Redwood UI) and want to allow only file attachments, not URL links. Is there any option to remove the URL section from the Attachme…Naveen V M 12 views 4 comments 0 points Most recent by veerendranath pulivarthi-Oracle Fusion Service
-
How to create an interview form in case management using Oracle Intelligent AdvisorSummary: We need to create an interview form in case management using Oracle Intelligent Advisor, and we already have access to it. If anyone has experience with this co… -
Is there a way to “recall” an email correspondence sent out from Helpdesk?I would like to know the best practice how to “recall” an email correspondence sent out from Helpdesk by Agent. Agent sent mail using outbound to recipient but sometime …
-
What is the best practice for creating a HR Helpdesk integration admin user from HRHD to Servicenow?Summary: Hello, I am trying to create an admin user in order to test connection and set up between HR Helpdesk (clientside) and Servicenow Is there a best practice in or…
-
Resolve case / Assign to are not actionable in case managmenetHello, We are facing an issue in Oracle Case Management. On the Case Management Landing Page, the Assign To button is not actionable. Also, on the Case Details page, fro…
-
Documentation for create task in internal service requestSummary: Hi All, I would like to explore create task feature in internal service request. Is there any documentation that I can refer. Content (please ensure you mask an…
-
Show more field in task (Internal Service Request)Summary: Is anyone know how to show more standard fields or custom fields in the task sessions for internal service request? Content (please ensure you mask any confiden…
-
Edit service dashboardHi everyone! How can we configure the Service Dashboard and make new infolets available: We didn't find any documentation about this. Thank you in advance, Martina
-
automatic queue assignment based on HR help desk category is not workingSummary: I am trying to create assignment rules for automatic queue assignment based on category but when I assign the category, the queue is not getting assigned automa… -
HR Help Desk Command Bar issues since 26A?Summary: Only a few users are having issues with command bar that is not working since 26A update. The full list of actions is not available. Content (please ensure you …
-
Restrict Service Request (SR) creation for assets that do not belong to the selected customerSummary: We want to restrict Service Request (SR) creation for assets that do not belong to the selected customer. It would be really helpful if get any help on this. Co…Shruthi Potluri 1 view 2 comments 0 points Most recent by veerendranath pulivarthi-Oracle Fusion Service
-
DCL Field Value Becoming Blank When Using Show Field Condition in Redwood Layout (Service Request)Hi, In Redwood layouts (Service Request UI), we are facing an issue where a DCL field becomes blank after saving the record. The DCL field is configured with a Show Fiel…
-
When the Help Desk Category is manually changed, do queue change automatically?We have automatic routing turned on with Omnichannel for Next Gen Help Desk requests, but sometimes the reporter/requester misidentify the Category which based on our ru…
-
Can we remove the ticket number (service request number) while external contact messageSummary: Is it possible to remove the ticket number (Service request number) while external contact message/communicate in Oracle HR helpdesk system. Content (please ens…
-
Work Order parts section needs to show all the products from PIMIn the work order parts section, we can see the PIM products which has the billing type as 'Material'. We want to change this to show all the PIM products. Where can we …
-
Duplicate Assigned To User Showing in Service RequestsHi team, We are seeing two “Kevin Anderson” users in the Assigned To filter for Service Requests. I verified via Postman that all field data is the same (AssigneePersonN…
-
Unable to login to new My Oracle Cloud Support PortalThe user is unable to log in to the new My Oracle Cloud Support Portal and is encountering an 'Identification not matched' error. The user is entering the Support Identi…