Service Request Management
Discussion List
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How to auto update the SR status from "New" to "In Progress" after any updates made to the SRSummary: I would like to let SR be able to automatically update status from "New" to "In Progress" and I have set up a server script under Service Request object to trig… -
Object workflow/Tiggers are not working for Redwood helpdeskSummary: I am working on Migration from Classic to Redwood helpdesk. After running Job 3 , all email templates and profile options have been migrated. However , the obje… -
Display of milestones from Redwood UISummary: Hello community. Regarding the display of milestones from Redwood, it was identified that in the summary screen of the SR where the field with the due date of t… -
Inactive assignment as primary contact in SRSummary: when users open SR and type in PRIMARY CONTACT they get suggested to enter also Inactive assignments as primary contact How can we avoid that? is there a proces… -
is there any way we can get active record details at layout level action chain in service centre?Summary: At layout level action chain in service center if I want to access fields data or active record data, is there any way to handle this? Content (please ensure yo…Jidnyasa Falak 21 views 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Fusion Service
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How to Set a Default Channel Type in Fusion Service CenterThis guide provides step-by-step instructions for setting a default Channel Type during Service Request (SR) creation in Fusion Service Center, using Visual Builder Stud… -
Create Custom Panel for Attachments in Redwood Service CenterSummary: The attachments panel was OOTB in 23C and removed in 23D, I'm trying to replicate what was previously available. I've tried following this post for contacts (ht…
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Custom analysis on Service HomeWe would like to customize the home page of the Service Center (Service Home) by adding different sections than those currently available. We have searched extensively t…
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How to install a language pack?Summary: We need help with the procedure to install a language pack on Oracle Fusion Applications Content (please ensure you mask any confidential information): We are t…
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Ability to copy custom fields when using the 'copy' action on an SR to duplicate fields.Summary: Currently, if custom fields are present within the details of an SR, when selecting the copy action only standard fields are copied. Is there any customization … -
Object Level Trigger works in Classis UI but not in RedwoodSummary: Hi All, I wrote one before update trigger in activity object and it is working as expected in Service Classic UI but it is not working in Service Redwood. Per R… -
Where to configure SLA in Oracle Services CloudWe want to configure Service Level Agreement, like Customer Products, terms and condition, serverity, availability, service covered, in Service module like defining a co…Muhammad Yahya 51 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service -
SR creation for End-customer in case they bought the product from DealerSummary: Creating a Service Request against the end-customer which was originally sold to them by Dealer. Failed to find Installed base Asset under end-customer account …Bhargav Nandanwar - Trinamix 31 views 2 comments 0 points Most recent by Bhargav Nandanwar - Trinamix Fusion Service
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Availability Exceptions Oracle Fusion REST APISummary: Hi, We have a requirement for implementing a custom functionalility on Service Request Edit page in Redwood UI for which we need to access the Availability Exce…
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How to Enable Team Panel on Service Request Details Layout?Summary: Hi, We are trying to enable a 'Team' panel on SR object detail layout in Next Gen UI. There is no Team Panel available in standard Panel container in the defaul… -
Delay in assigning Queues to the CasesSummary: Sometimes there is significant delay in auto assigning the Queues to the Cases in the Case Management. But it is not every time. We have 'Service Request Queue …
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What is service profiles? How to implement and use in CX?Please provide some documentation related to service profiles
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Create notification for due date in Action plansSummary: When actions(tasks/appointments) are nearing the due date, is there a way to create notifications(web/email) or reminders so that the desired parties are aware …
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Add styling (Increase the label width & make the label bold) to the field groups in Redwood UISummary: We have a requirement to add styling to a field group. For Instance, we have the below field group & we need to make the Label of the field group as bold & incr…
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24D Fusion Service Extensibility Features Highlight | Be release readyGet release-ready and check out the exciting extensibility features coming in 24D. CX Service Actions are being introduced to simplify the Admin experience, along with t…
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View the service requests in Redwood UI which got closed by Auto closed jobSummary: Our requirement is we need to show closed Service requests that got closed by the Auto-Close Service Requests job Content (please ensure you mask any confidenti…
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Change Contact-Layout that is used when Contacts are created by Service Requestswhen a contact is created via a service request that is created using the E-Mail integration this contact is created using the standard layout. We however use custom lay…
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What is service profiles? How to use and create in CX?Summary: Hello Can any one explain about the service profiles object usage and How to create the service profiles in CX? Currently create option is not available for ser…Venkat Malepati 61 views 1 comment 0 points Most recent by Lisa Wilkes-Support-Oracle Fusion Service -
2Auto Convert Service Request for certain Category to a CaseHi, We have a requirements to auto-convert Service Request for to a Case if the user choose certain category while creating Helpdesk service request. Is this functionali…
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Can the original email message be included when selecting Forward?Summary: When a new Service Request is created through email and have message to it. Can that original email message be included when we forward internally in Service Re…
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Creation of multiple SLAs in standard coverage without using Business Units attributeSummary: Hi Team, We have a unique scenario where the customer has a requirement to have multiple SLAs for different regions in their organizations but the catch is they…
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Custom Smart Action for Activities is not available in Next Gen Service layouts, how to fix that?Summary: Hi, I have created a custom smart action for object function called 'Create Lead' for both Sales and Service applications. I am able to access the smart action …
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Request for Feedback: Automating Repetitive Tasks with Macros for Service TeamsHi Community, I am conducting research, and your help would be greatly appreciated. If we had a feature that allows users (such as service supervisors, operations staff,…
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I have requirement where i need to copy the details of the existing SR to a new one save of first SRSummary: We have a use case where I need to create a new SR based on the existing SR. Say when a ticket with a specific category is solved then a copy SR needs to be aut…