Service Request Management
Discussion List
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User account is locked after IAM upgrade and keeps getting locked after unlocking every 4 hoursSummary: User account is locked after IAM upgrade and keeps getting locked after unlocking every 4 hours Content (please ensure you mask any confidential information): V… -
Service Request Triage and Resolution AI AgentsSummary: We are in 26B and trying to use the seeded Oracle Fusion Service AI features like Triage and Resolution Agents We would like to trigger this at the time of SR C…Arunkrishna Tacharakkal 63 views 1 comment 0 points Most recent by Venkat Mynampati-Oracle Fusion Service
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Zoom Contact Center with Oracle Fusion Service for CTI integrationSummary: Hello Team, We have a requirement to configureZoom Contact Center with Oracle Fusion Service for CTI integration including both inbound and outbound calling. I …
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How can Divisions be part of Oracle HR HelpdeskSummary: Need to report on Service requests based on employee Division. How can division be included in HR Helpdesk Division is assigned to employee at assignment level.…
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Add SR Number as a Hyperlink in the email when a ticket is assigned to an agent and sends an emailSummary: Hi Everyone, We are currently triggering email notifications via object workflow to Help Desk Agent when a ticket is assigned to them with the following templat…
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How can I set up some form of approval routing or other workflow for Help Desk Service RequestsSummary: We are in the process of implementing Oracle Fusion ERP, SCM, and HCM. Our organization's Maintenance department accepts service requests from Non-Maintenance e…
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List of tasks to be performed after p2t for hr help deskSummary: Hi All, We have a recent P2T refresh happened and would like to know what all things to be re-configured and what processes to be schedule in test environment t…
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Can we enable two-way email in Help Desk only for existing requests but not new request creation?Summary: Our requirement is that we want to allow two-way communication via email for Agents and Primary Contacts on existing Open Help Desk Requests. However, we want t… -
How to create groups in BPM worklistSummary To Create group of users to whom the task should be reassigned in BPM worklist notificationContent Hi All, In BPM worklist bell notification actions there is an …
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cannot identify employee as resourceSummary: Hi, I tried all suggested steps to identify an employee as resource as I need to add two colleagues in a queue: it worked only for one! These two employee have …
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Few emails are not generating helpdesk ticketsSummary: We’ve observed an issue where emails sent to HRhelpdesk@mycompany .com are not consistently creating Helpdesk tickets. Initially, the ticket is not created, but…
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How to Create a Custom APP UI for custom objects in Fusion ServiceAuthor: This How-to article is a contribution from @Sono Chacko-Oracle Overview This article provides a comprehensive guide for Oracle Fusion Service partners and custom… -
The Help Desk Request Creator Agent is not visible under the Workflow tab in the 26C patch.Summary: Help Desk Request Creator Agent is not visible under the Workflow tab in the 26C patch. Content (please ensure you mask any confidential information): Version (… -
What is the recommended Oracle chatbot solution after ODA licensing has been sunset?Summary: Seeking Oracle's recommended replacement for Oracle Digital Assistant (ODA) for implementing customer-facing and internal AI assistants integrated with Oracle F…
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Is it Possible to Enable a DFF on the HR Help Desk Agent Page?Summary: Hi everyone, I wanted to check if anyone has been able to enable or create a Descriptive Flexfield (DFF) on the HR Help Desk page that HR Help Desk agents use. …
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Attachments are not visible in email to the Requestor in HR Help Desk when Agent compose a messageSummary: Hi All, We are currently encountering an issue where Agents are attaching documents while composing message but when the email is received by the requestor they…
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When using "Transfer Help Desk Request" action, what is the purpose of "A specific person" option?Summary: When using the "Transfer Help Desk Request" action, there are three options in the field Transfer this Service Request to field. There are three options. I've o…
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Copy Work Order -Fusion Service CloudSummary: Is it possible to implement a copy functionality for Field Service Work Orders similar to that of Service Requests? Content (please ensure you mask any confiden…
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Incorrect flowName page is called when accessing a help desk request assigned to another agentSummary: We have found that when an Agent access a service request that has been assigned to one of the agents (not agent manager) – the ‘employee flow’ page is invoked,… -
Object workflow is not triggering email notifications - MilestonesSummary: Custom object workflow is not triggering email notifications for the Milestone object. Content (please ensure you mask any confidential information): We are usi…
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Help Desk tickets not getting created via email channel all of suddenSummary: Hi All, We are currently having email forwarding rule and tickets are getting created in help desk via email channel. Eg: If any person send an email to abc@xyz…
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Unable to find the option to enable the Knowledge with Redwood User Interface feature.Summary: We are trying to enable the Knowledge with Redwood User Interface feature for Redwood Knowledge in our application. However, we’re unable to find the option to … -
How does SLA or Milestones works when Service Request Reopened, and add team member within SRSummary: Hello, We would like to know if someone have any insight on below points. How does SLA or Milestone works when help desk user Reopened the Service Request? if t…
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Transfer Helpdesk RequestSummary: Can we add/remove the values in the below screenshot for transfer helpdesk request smart action? Content (please ensure you mask any confidential information): …
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Security for Internal Service Request Data for Each UserSummary: Dear All, Is there a way to restrict Internal Service Request visibility by agent or team or else in Oracle Help Desk, similar to how Maintenance Management res…
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How to reflect SR Status and Action Plan updates on UI immediatelySummary: Hi, I am working on an Oracle Visual Builder Studio application where an Action Chain listens for Service Request (SR) changes, evaluates related Work Orders (W… -
Requirement to Restrict Categories and Layouts in Agent Desktop – Redwood UISummary: We have a requirement in Oracle CX Service – Agent Desktop Redwood UIwhere we need to restrict the visibility of Service Request categories and layouts for agen…
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Unable to see Action Plan Catalog in Workflow Creation - HR HelpdeskSummary: Hi everyone, We're trying to configure the Service Request Triage Agent for HR Help Desk. We've completed the documented prerequisites, including: Granted the r…
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Help Desk Redwood: Automating Queue Assignment & Removing Previous Assignee on TransferWe have the following requirements in Oracle Help Desk Redwood: 1. Automatic Queue Assignment We have configured Manage Service Assignment Rules to assign queues based o…