Service Request Management
Discussion List
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How to check Inbound Messages in Redwood Service Request?In SUI, I am able to see the messages. But in Redwood SR, how to check the Inbound Messages?Vignesh Prabhu Ganesan 11 views 2 comments 0 points Most recent by Vignesh Prabhu Ganesan Fusion Service -
Restrictions for choice on Primary point of contact picker, when a user raise a Service RequestSummary: We would need to restrict employees to restrict the choice on primary point of contact ALL users including higher roles e.g. Mangers, Executive Directors etc. S… -
How to restrict the access of SRs for the agents only to the Queues they belong to.Summary: I need to restrict the access/view of SRs for the HRHD agents only to the queues that they belong to. They should not be able to access the SRs that are outside…
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Approval workflow in HRHDThere is a request from one for client to implement approval workflow in HRHD (HR Helpdesk - Redwood) for below 2 business cases. Please let us know whether we have appr…
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Can we add Terminated/inactive employee as SR resourceSummary: As part of the new HR Helpdesk implementation, we are required to migrate historical Service Request (SR) data from a third-party system. During the migration p… -
Can notifications be triggered when milestone timeline is breached?Summary: I need a trigger script to send notification to the queue manager, agent and primary point of contact when the milestone of a service request has been delayed. …
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remove notification only to one queue from second level support?Summary: Hi all, We have the below trigger that reaches all queues belonging to second level support: We have several queues that are impacted by this notification (both…
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Bypass first level support for all tickets routed to a queueSummary: Hi all, We need to set up a category/queue rule that only specific agents (belonging to a certain queue) from second level support can see whereas all agents fr…
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how to Expand Activities Panel Width on SR Overview Page?Summary: how to Expand Activities Panel Width on SR Overview Page? Content (please ensure you mask any confidential information): Hi, On the SR Overview page, the Activi…
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Does the SVC_HRHD_IN_WAITING_DAYS only update SRs that are in the Waiting status?Summary: We are testing the auto resolving/ closing processes, and I wanted to clarify a couple of things: The SVC_HRHD_IN_WAITING_DAYS does this only update the waiting…
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A valid default service request status hasn't been defined. Ask your service administrator to set itSummary SR can not be created when using sandbox -
Unable to search new customer account in Fusion Service Accounts page.Summary: Content (required): The new customer account is created from Accounts Receivable --> Manager Customers. However, the account is not coming in search from Fusion…
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Show default to All Work OrdersSummary: So, basically we have a subtab called Work Order on Service Request page where in the Show option we want to have default option as All Work Orders but currentl…
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How to send mail notification when add team member to service request?Summary: Need to notify team member by mail Content (required): Dears, We need to notify an employee when added to team member in service requests, how should it be done… -
Listen for Attachment UploadsSummary: I want to listen for attachment uploads on the Service Request object to update a flag on the record. We are implementing in Redwood and wondering if this is ac…Daniel Hales-Deloitte 22 views 2 comments 2 points Most recent by Daniel Hales-Deloitte Fusion Service
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Unable to add standard category LOV in the service entitlement matrix classSummary: Hi Team, I am trying to add the "Category" field as new conditional column in the standard coverage which is a standard field in service request object. In the …
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Subject is appearing blank when we use smart action Copy HR Helpdesk RequestSummary: When an agent performs Copy HR HelpDesk Smart Action, all the fields except Subject is getting copied over. Could you please guide or advise as to how the subje… -
Show Message After Account Selection (Create Service Request Page)Hi, In 25C, When I select an account on the 'Create Service Request' page, I want a message to be displayed on the same page after selecting the account. Thanks, Babasah…
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Error attachmentHi, When I'm trying to attach a file to a Service Request on Oracle Support page, error message below appears. Any ideas why? I already log out and back in.
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this article has been deleted or unpublished from the knowledge base and is no longer available err.Summary: HI Team, We are getting "This article has been deleted or unpublished from the knowledge base and is no longer available." error. The knowledge author created a… -
How to get latest updated records from ess_request_history ?Summary: Hi team, We are building a report using the ess_request_history table, where I need to fetch incremental records based on a timestamp filter. However, I couldn’…
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Redwood-How to remove few sections in SR edit PageSummary: Hi Team, I want to remove below sections in SR edit page as per the below screen shots . I am not able to find OOTB configurations to remove them, Could you ple…
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How to Create Custom Fields That Match SR Details Out of the Box StylingSummary This article provides an example of how to add a custom field with a hyperlink to the collapsible panel on the Service Request Details page in Oracle Fusion Serv… -
date and time should be seprate in schedule processSummary: I have a requirement to schedule the process 'Retrieve Inbound Email Messages' to run every 5 minutes between 8:00 AM and 5:00 PM daily, and every 30 minutes ou…
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Unable to View Past Conversations After Enabling SVC_EMAIL_ENABLE_PAST_CONVERSATIONSSummary: We have enabled the outbound email profile option SVC_EMAIL_ENABLE_PAST_CONVERSATIONS by setting its value to 'Y'. However, while composing an email, we are sti…Sourabh Sen 12 views 1 comment 0 points Most recent by Florin Musatoiu - Support-Oracle Fusion Service
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Disable AI Support AssistantIs there any way to disable the AI Support Assistant when clicking "Create Service Request"? It's an unnecessary extra step when creating a ticket. I can use a search en… -
In Oracle CX Sales, how to create a REST URL with two search parameters using the q=In CX Sales, I have three opportunities fields: one called PrimaryContactPartyNumber, the other is called CPCStatus_c, and the other OpportunityType_c. The need is to cr…
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How to Show or Hide Recommendation Cards on the Service Request Details PageSummary This article guides you through the steps to show or hide specific recommendation cards—such as Action Plan, Interview, Similar SR, and Knowledge—on the Service …Edson Junior, Oracle 92 views 2 comments 0 points Most recent by Edson Junior, Oracle Fusion Service
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Can an action plan be automatically added to the SR ?Summary: Good afternoon, Can an action plan be automatically added to the SR based on the field category name or problem type after the SR is created? My idea is that wh…