Service Request Management
Discussion List
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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… -
How to Dynamically Default the “To” Email Address in Compose Email?Summary Need to automatically populate the To email address in the Compose Email panel with either the Service Request creator’s email address or the assigned resource’s…
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How to Prevent Users from Updating or Deleting Attachments After Service Request Creation?Summary Need to prevent users from updating or deleting existing Service Request attachments after creation while still allowing them to upload new attachments. Content …
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How to Make Problem Description Read-Only After Service Request Creation on Redwood Details Page?Summary Need to prevent users from modifying the Problem Description after a Service Request has been created. The field should remain editable during creation but becom…
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How to Conditionally Display Quick Actions Based on Service Request Field Values in VBS Redwood UI?Summary Unable to conditionally display Quick Actions based on Service Request status, ticket type, and assigned resource on the Redwood Service Request Details page. Co…
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How to Access Service Request Record Values from Action Chains in Redwood UISummary: Unable to Retrieve Field Values Using getFieldValue() in VBS Action Chains on Redwood Service Request Details Page Content (please ensure you mask any confident…
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Hide All Action Bar Actions and Display Only Selected Actions Based on User RolesSummary: VBS Redwood Service Request Details Page – How to Hide All Action Bar Actions and Display Only Selected Actions Based on User Roles? Content (please ensure you …
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Is it possible to auto close after X days for different status viz Test completed ,Production deploySummary: Hi currently using standard profile option and schedule job ticket gets auto close after days defined in profile options respectively. However , it is possible …
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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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Case Management Data Import error:Could not enrich party by alternative key(s): Retrieved Id is nullSummary: As per business requirement trying to import case management data through Import Management. During data validation receiving error: ERROR: Could not enrich par…
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“You no longer have access to this request”Summary: When trying to update a field in an HR Helpdesk Service Request as an agent, the following error appears: “You no longer have access to this request.” Details: … -
Small Hyperlinks are displaying too broader in Help Desk Email NotificationsSummary: Hi All, We are using Object Workflows to trigger email notifications to primary contact when a ticket is created and email templates created via email templates…
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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 … -
Email notification to employee when respond to Resolved SR via emailSummary: Hi We have requirement where employee should notify when he/she responds to Resolved SRs via email saying "SR cannot reopen, please login to Oracle and go to My…
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How to navigate directly to Contact 360 from a Service Request in Redwood Service Center?Summary: Hi All, Content (please ensure you mask any confidential information): When an agent opens a Service Request and clicks the Contact name, the application first …
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Configure Service Request Resolution WorkflowSummary This example describes the 26B template-based configuration of Service Request Resolution Workflow, which combines classification, clarification, and resolution …
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Prepare Category and Product Data Using Ingestion AI Agent for Service Request Automation AI AgentsSummary: Available from 26C, SR Product and Category Ingestion Assistant prepares existing category and product records as contextual data for AI classification and prod…
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How to set different rules to auto close of Helpdesk request based on different queues/categories ?Summary: We would like to enable the auto-closure functionality to automatically close Helpdesk requests that remain in a 'Resolved' status after a defined number of day…
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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…
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How enable Oracle writing assistant in Fusion Service - Compose EmailsHi, I have enabled the Gen AI feature from Opt-in features in Fusion service. But I am not able to find documentation on steps to make the Oracle Writing assistant work …
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Get Faster Fusion Service Extensibility Answers with the Fusion Service Extension Assistant AI SkillImplementing and extending Oracle Fusion Service can involve many decisions: where to add a field, which page can be customized, how to use an event, or whether a requir…Edson Junior, Oracle 1.2K views 7 comments 7 points Most recent by Edson Junior, Oracle Fusion Service
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Unable to View Last Updated Date Value in Service Center Home DashboardSummary: We are facing an issue in the Service Center Home Dashboard where the Last Updated Date label is displayed, but the corresponding value is not displayed for cer…
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How to receive an email in Outlook when an activity has been assigned to meFirst, users need to receive a notification in Fusion that they have tasks (activities) assigned to them. Second, need to receive an email in Outlook that they have task…
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HR Helpdesk: Escalation & SR Auto-Assignment to Line Manager on Milestone violationWhen an Agent fails to Resolve a SR within the Milestone timeline (or the given SLA), the SR is to be Auto-Escalated and Auto-Assigned to the Agent's Line Manager. How c…
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milestone showing in progress when it is overdueSummary: HR Help Desk Milestones have been configured for Service Requests for 'First Response' and 'Resolution'. The SR is created and the milestones appear against the…
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Is it possible to configure milestones based on Category/sub category?Summary: Is it possible to configure milestones based on Category/sub category? Content (required): Hi Team We have use case where we need to define milestone based on c… -
Would like to know how to configure Milestones and coverages per category in Next Gen Help DeskSummary: Hello There are milestones already configured within the system per BU, but now we would want to configure Milestones globally per category. I need help from so…
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Case Management - Edit Relationship typeSummary: I want to amend the list of Relationship types provided in Case Management. The 'Related To' and Escalated By options are the only values that will be used. Is …
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How to update a Service Request field from an embedded cx-container?Summary: Hi. On the Service Request create page, I have added a cx-container as a custom section: It's a pretty simple section wherein I have a text field and a button: … -
Object Workflows once ticket breaches SLA ,routed to different queue,reassigned or changes statusSummary: Hi Everyone, We are currently looking for different custom Object workflows to trigger email notifications to the Primary Point of contacts in HR Help Desk. Ema…