Service Request Management
Discussion List
-
Can we Create an SR without applying forwarding rule through inbound messagesSummary: Can we Create an SR without applying forwarding rule through inbound messages and by registering an email other than Oracle Mail Content (please ensure you mask… -
How to set Category field with standard template as required in Fusion Service RedwoodHi, We want to make the category field as "Required" on Create page of Service Request but I am not able to Duplicate the standard template assigned to category. Please …
-
How to Stop SLA Milestone Clock After Working Hours in Oracle Fusion Service?Hi Oracle Community, We are facing a major issue with engineer clock stopped if 9-5pm working coverage timing in Oracle Fusion CX Service. Our SLA/Asset coverage schedul…
-
Fields Cleared on Save in 25C but Data Saved in DatabaseHi, In 25C, some fields are getting cleared when the service request record is saved, but the data is being saved in the database. Thanks, Babasaheb Pandhare
-
Telephony integration in Redwood: CTI integration with Zoom Contact CenterIn this article, we will go through the steps to integrate your Fusion Redwood CTI application with Zoom Contact Center - Smart Embed. Currently, the call controls (such… -
Oracle B2B Service - How to Identify Resources in BulkSummary: Security Console User conversion into resource, currently we're doing it manually via Resource Directory and Identifying the employee as resource Content (pleas…
-
Unable to add resource teams to a HR help desk queueSummary: Hi All, We are implementing HR Help Desk with redwood experience for our client. Now when we are trying to add the resource teams to the HR Help desk queues, we…
-
Asset data is not appearing in the Asset Picker under the Service Request objectSummary: Asset data is not appearing in the Asset Picker under the Service Request object We have asset data in system, and we can see under asset and IB asset object. B…
-
How to Enable and Test Service Request Summarization with Generative AI in Fusion ServiceSummary This guide explains how to enable the Service Request (SR) Summarization feature in Oracle Fusion Service. The feature uses Generative AI to automatically create…Edson Junior, Oracle 202 views 0 comments 0 points Most recent by Edson Junior, Oracle Fusion Service -
NexGen Helpdesk : Restrict employees from raising tickets on behalf of senior position employeesSummary: My client requirement states that "When an employee tries to create a helpdesk request from "MyHelp" They want to restrict employees from raising tickets on beh…
-
Service work order: mass update functionalitySummary: Service work order: mass update functionality Unable to find mass update option in adative search for the work order object Regards, Mohammed Hyder
-
Make Category field mandatory?Summary: Hi, Would it be possible to make the field "Category" mandatory for employees who raise an SR? I read on customer connect few posts telling that it's not doable… -
Migration of Server Scripts created for Hr Helpdesk between instanceHi All, We have created around 100+ server scripts based on the Business rules. We want to migrate them between instance like Dev, SIT UAT and prod. Please let us know i…
-
Service Request is not automatically created by incoming emailHi team, We're trying to configure Inbound emails to automatically create Service Requests in CX Service module. We've done the below configurations: Used the standard E…Nalsoft Pvt Ltd 171 views 10 comments 0 points Most recent by Lisa Wilkes-Support-Oracle Fusion Service
-
Create Service Request via TemplateWe’d like to confirm whether there’s an option to enable or configure templates for Redwood Service Requests. The expected flow is: Create Service Request → Select a Tem…
-
Email Notification to Queue members of the HR help desk requestSummary: We have a requirement to send the email notification with the required SR details to all the Queue members. Content (please ensure you mask any confidential inf…
-
Does creating a service request require Accounts to be imported in CX from Oracle ARSummary: Oracle AR has party, customer and site created. To create a service request does it require to create accounts in CX or can the party be used directly in Oracle… -
Auto populate Account information on Service Request based on Site selectedSummary: Users only have information for the site where the service request needs to raised. Need to populate the Account related to the site automatically. Content (ple…
-
HR Help Desk How to default email address of an employee leader (Manager) in SR details pageSummary: Requirement is as below, Add 2 new fields to be manually inputted by CLR Users in “job Summary” section to capture the (1) email address of the employee’s leade…
-
Ability to attach KM article in OB messagesSummary Ability to attach KM article in OB messagesContent As far as I have observed, we can either insert KM content as text or send KM article as hyperlink in Outbound… -
Migration of HR Helpdesk request to CasesWe are trying to move the service requests from HR Helpdesk to Cases to make better use of both the modules. The move is related only to sensitive service requests (form… -
createSrMessage:-JBO-26041: Failed to post data to database during "Insert":Summary: When a user mails to create SR in helpdesk few mails have the 'Status Code' - 'ORA_SVC_FAILED_SR_MESSAGE' and 'Status Detail' - createSrMessage:-JBO-26041: Fail…
-
How to add a custom foldout panel to the Service Request Edit pageIn the Oracle Redwood template, a foldout panel is a user interface element that helps organize and present information in a compact and interactive way. On the Service …Edson Junior, Oracle 1.7K views 10 comments 5 points Most recent by Edson Junior, Oracle Fusion Service
-
Restricting SR Updates to Assigned Queue MembersSummary: Hello We have observed an access control issue in Service Requests (SRs): Observed Behavior: Even after an SR is assigned to a specific Queue, users outside tha…
-
How to add read only date field when select the Pending leader evidence” option in Status fieldSummary: Requirement is, We need to Add a new field in “Job Summary” section to populate the effective date as today's date when the “Pending leader evidence” option in …
-
can field attribute character will be same for every instance in oracleSummary: We are using 2-3 Instances for development Fusion Service Cloud. And have a Different characters in the all Instances for a custom fields. Can it be the same fo…Ridds_patel123123 11 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Fusion Service
-
Restricting SR Updates to Assigned Queue MembersSummary: We have observed an access control issue in Service Requests (SRs): Observed Behavior: Even after an SR is assigned to a specific Queue, users outside that Queu…
-
How to Enable the SR Details Page for Selected Users in Oracle Fusion ServiceSummary This article shows you how to enable and test the new Service Request (SR) Details Page in Oracle Fusion Service for a select group of users. This is useful if y…Edson Junior, Oracle 111 views 0 comments 0 points Most recent by Edson Junior, Oracle Fusion Service
-
Is there a way to increase the allowed character limit in Help Desk responses?Summary: When responding to Help Desk tickets, it seems that we cannot type more than 1000 characters in a response. We are wondering if this character limit can be incr…