Service Request Management
Discussion List
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Make Internal Notes easily accessible at the top of a ticket for agentsSummary: Hi Everyone, Wanted to check if there is a possibility of having Internal Notes always on top of the ticket whenever an agent opens the ticket in HR Help Desk. … -
Attachments in Oracle Service Workorders is Extensible?Summary: Hi, we want to add custom field called "Projects" in attachments within Workorder and Service Request Layouts. Is Attachments functionality can be extended? If … -
Service Request Delegation Using HCM Roles & DelegationSummary: Setup SR Delegation for Service Agents (Service Representatives) Content (please ensure you mask any confidential information): Hello Support, We are working on…
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The Assigned Internal Service Request is not trigger the notificationSummary: Hi all, Our agent have assigned the Internal Service Request, but the notification does not appear in either User or Agent Account. Below is the configuration I…
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Redwood Migration: Are Dynamic Lists and Their Associated UI Pages Migrated Automatically?Hello, We are supporting a customer who is migrating Oracle Fusion Sales and Service to Redwood. The customer has a large number of configured lookups, many of which are… -
How is Resource Teams used in Internal Help Desk Next GenSummary: We are implementing Internal Help Desk Next Gen. I was able to create a Resource Team and add it to a Queue. My question is, where do I add it to the Internal S… -
How to Enable and Test Service Request Summarization with Generative AI in Fusion ServiceSummary This guide explains how to enable the Service Request (SR) Summarization feature in Oracle Fusion Service. The feature uses Generative AI to automatically create… -
Is There an Oracle-Recommended Approach for Cleaning Up Custom Security Roles in Engagement?Hello everyone, We would appreciate your guidance regarding a security administration question in Oracle Fusion Sales and Service. Background Our customer currently has …
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Data Segregation by Country in a Single Fusion Sales and Service Instance (Redwood Migration)Hello everyone, We are currently working with a customer that is implementing the migration from the classic Fusion Sales and Service UI to Redwood, and we would appreci…
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Issue with Help Desk SR Contacts After Mass Email MaskingSummary: Hello, After copying our production environment to the test environment and performing mass email masking we noticed an issue in the Help Desk module. The Servi… -
403 Forbidden Error on Project REST API Dropdown in Fusion Service Custom FieldSummary: Hi Everyone, We are working on a Redwood extension in Visual Builder Studio (VBS) for Oracle Fusion Service and have run into a 403 Forbidden security issue wit…
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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… -
Auto-resolving HRHD requests in the Redwood HR HelpdeskSummary: We are experiencing difficulties with auto-resolving HRHD requests in the Redwood HR Helpdesk. Despite meeting the criteria for auto-solving (i.e., the HRHD Req… -
How to show Hierarchy on Category Field with Standard Template?Summary: How to show Hierarchy on Category Field with Standard Template? Content (please ensure you mask any confidential information): Not Version (include the version …
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END OF LIFE NOTICE: Classic Sales and Service Experience in FusionOracle is announcing the retirement of the Classic Sales and Service user experience in upcoming Fusion releases. Beginning with the 26D update, the Classic interface wi… -
IS it possible to enable Helpdesk live chat option without ODASummary: Can we enable Helpdesk live chat option without ODA functionality, if yes what are the steps? Content (please ensure you mask any confidential information): Ver…
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Can we set default severity on sub category selectionSummary: Business has the requirement to set default severity on the sub-category selection Content (please ensure you mask any confidential information): Version (inclu…
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Security for Internal Service Request DataSummary: 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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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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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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M:M relationship between Customer:Address and Contact:AddressSummary: we want to implement M:M relationship between Customer:Address as well as Contact:Address. with some addresses common between Customer and Contact. Please provi… -
Is it possible for users to access Categories from multiple Business Units in Oracle CX Service?Summary: We have implemented two Business Units (BUs) in our Oracle CX Service environment: Business Unit X and Business Unit Y. Currently, users can only access the cat…
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How to default SR Details to expanded view modeService agents often need to access key information on a Service Request as quickly as possible. However, navigating to the Service Request Details page and then manuall…Edson Junior, Oracle 77 views 4 comments 0 points Most recent by Edson Junior, Oracle Fusion Service
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How Are Average Wait Time and Expected Wait Time Calculated in Oracle Live Chat?We are configuring Oracle Live Chat and have a question regarding the queue metrics displayed to customers. When a customer is waiting in the queue, the chat widget show… -
Default Activity Type on Fusion Service Work OrderWe have a requirement to set the default Activity Type based on Service Request categories. However, upon review, we found that an out-of-the-box (OOTB) template is alre… -
Dependent dropdown not displaying value on Edit page because on-value-item-changed is not triggeredSummary: Hi, I'm working on an Oracle Fusion Service (Redwood UI) customization in Visual Builder Studio. I have implemented dependent Project and Task dropdowns on both…
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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): …