Service Request Management
Discussion List
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Getting error while calling web service from triggerSummary: while calling a web service from before update trigger , we are getting the error as follows : Exception: [JBO-29000: Unexpected exception caught: javax.ws.rs.P…Bhagyashri Patwardhan 31 views 5 comments 0 points Most recent by Karyn Kurland-Oracle Fusion Service -
Example for the Global functionSummary: Can anyone please provide the example for using the Global function: getEndDate(startTime, duration, durationUnit, scheduleId) Content (please ensure you mask a…
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Is it possible to only show email conversation in a subview or panel?Summary: Is it possible to only show email conversation in a subview or panel? Content (please ensure you mask any confidential information): On activities panel, we can…
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Automatic assignment of service request for manual queue changesGood day, I have two queues that are being used for a specific service request category. For the first queue the case is assigned using service assignment rules to check…Stephan van der Walt 41 views 4 comments 0 points Most recent by Stephan van der Walt Fusion Service
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Fusion Service Event Schedule and ReplaysDon't Miss Out on Our 2025 Fusion Service Events! We’re thrilled to bring you a year of exciting and insightful Fusion Service events! With monthly sessions covering a w…Melinda Uhland-Oracle 405 views 0 comments 2 points Most recent by Melinda Uhland-Oracle Fusion Service -
Explore 25A Fusion Service Center Extensibility Improvements!Discover how the latest extensibility features empower system implementors and Fusion Service Center teams to create tailored solutions that transform customer experienc… -
Email templateSummary: Hello community, When sending an email to generate an SR, if a client does not exist, an email with the following template will be sent to the client. Can you t… -
how to change the reply to email address for Fusion Service request?Summary: Currently system is defaulting the Channel name as Reply To email address, how to change it. Content (please ensure you mask any confidential information): Vers…
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Add Part Details Popup: How can we add new custom fieldSummary: On Service Request detail page we have enable Parts subtab. To add part, a popup appear to select Service Activity code and item details. We have business requi…
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Reply to Email not getting appended in messages Subtab under SRSummary: We are sending Email from Forward or Reply options within Messages subtab under SR. System generated unique code is also added at the end of email body. When th… -
HRHD - Behavior check about replying to a Resolved/Closed SR ticket via emailSummary: What happen when a ticket is resolved/closed and a reply is sent by requestor to this ticket via email? Content (please ensure you mask any confidential informa… -
Restrict users from deleting attachments in the Service Request standard object.Summary: We need to implement a restriction that prevents users from deleting attachments in the standard Service Request object in Oracle fusion service using groovy or…
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How an Service Request is closed manually in HR Help DeskSummary: Hello everyone, How can a user in HR Help Desk can manually close a Service Request in HR Help Desk, I see an option for Auto Close via scheduled process. But a…
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Where can I find the list of allowed attachments for Legacy HR Help Desk (Service Offering)?I need to find out what attachments we are allowed to upload to Legacy HR Help Desk Service Requests (Service Offering/B2B Service version of Help Desk, not Redwood/Next… -
Failed Imports error file should have Primary Key along with other detailsWhen we import a file using import management and if it fails, we get an error file with the reasons of failure of the records. This file should also have the primary ke…
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Purge of SRs' attachments and messagesHi, our customer needs a formal confirmation regarding the following aspect by Oracle: once a Service Request is deleted, all related messages and attachments are also d…
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How to create an approval while raising HR Help Desk Request?Content: As per the standard functionality, when an HR Help Desk request is submitted, the system creates a new request in the application. Our requirement is to configu…
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Setting Asset Picker value programmaticallySummary: Setting Asset Picker value based on another field Content (please ensure you mask any confidential information): The Asset value in the asset picker needs to be…
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Add Created Date for Attachment SubviewHi Team How can we add Created Date for Attachment Subview as of now we are able to see only Last Update Date and Last Update By. How can we add Created Date as well?
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Solution description not visible to employeeSummary: When a agent resolved the SR (HC0000002008) in HRHD (Next Gen - Redwood), data entered in the Solution description field by the agent is not visible to the Empl…
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5 Reasons to switch to Fusion Service Redwood in 2025!Switching from Oracle Fusion Service Classic to Redwood is a big improvement in managing customer service. Organizations looking to improve their customer service tools …Edson Junior, Oracle 1.2K views 0 comments 5 points Most recent by Edson Junior, Oracle Fusion Service
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How do I enable and configure the Procurement and Inventory modules in Redwood?How do I enable and configure the Procurement and Inventory modules in Redwood? Could you provide the step-by-step process for setting up these modules Please provide a …
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Programmatic Copy SR using Smart ActionsSummary: Trigger Copy SR using a Button Content (please ensure you mask any confidential information): We have a requirement to create a button called 'Copy SR' which wh…
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Add Contact button on an Oracle Service Request (SR) not showingSummary: Content (please ensure you mask any confidential information): Hi all, I logged an SR ticket through the Oracle Service Request portal and this morning I was ab… -
send sms when SR is resolvedSummary: Hi Team, I have a requirement to send SMS notifications when a service request is resolved. While exploring the application, I noticed an SMS channel listed und…
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Understanding Assets and Importing Them Using Import Management in Oracle Fusion ServiceSummary: I am new to Oracle CX Fusion Services Cloud and seeking guidance on what 'assets' refer to in the system. Additionally, I would like to know the steps to import…
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B2B Service Redwood Implementation: Custom Page NavigationSummary: We've created a custom button and placed it in the landing page of the Redwood Service Request module, we want this button to navigate user to a specific SR cre…
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Activation Failed for SR SimilaritySummary: While following this documentation to activate the SR Similarity Feature: Documentation: https://docs.oracle.com/en/cloud/saas/fusion-service/faiec/activate-and…
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Copy Service RequestSummary: Copy Service Request Content (required): Hi, Is it possible to customise the Service Request copy popup? Version (include the version you are using, if applicab…