Service Request Management
Discussion List
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How can we View Email ID while hovering of the mouse pointer in Service RequestSummary: How can we view an Email Id of the Sender and receiver just by hovering on the symbol. This is a Customer's requirement to get the details just by hovering over… -
Reopen closed SRContent Hi All, is there any possibility to reopen an existing SR if customer has replied to Closed SR? if possible then where we can perform this configuration? ~ Rohit -
How to update the SR record when a customer replies to an email or update on DCSSummary How to update the SR record when a customer replies to an email or update on DCSContent There is not an out of the box way for an SR field or status to get updat…User_2025-02-03-19-47-52-460 73 views 4 comments 2 points Most recent by AMIT KUMAR YADAV Fusion Service -
Can we have multiple records in milestone configuration completion level with OR conditionSummary: We are configuring the milestones , here we defined multiple levels for the SR , but in any case SR can be set to resolve so that time milestone should set as c…
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Tagging service requestsContent Hi, I want to create a tag and associate to one service request. I have exposed the "tag" field inside the details page layout. But when I tried to create a tag … -
Generative AI - Knowledge ArticleAI in CX B2B Service. We have a requirement to show AI features in CX B2B Knowledge Article. When we attach knowledge article in Service Request, AI creates response dra…
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Is it possible to change the default filter values selected for SR in Accounts details page layout?Summary: We are looking to show all the SRs for Accounts (open and closed) by default in Service Requests tab of Account. At present by default Open SRs are shown and th…
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Sending an Outbound message via groovySummary: Hi, Is it possible to send an outbound message from a service request using groovy? Basically, we want to automate some outbound messages on the click of a butt… -
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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What role or privilege allows me to see all service requests?Summary: Hi, I need to give a help desk agent the role that allows him to see all the sr's present Which role or privilege allows me to see all the service requests that…
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Reporting on completed action plan actionsSummary: Hi, Our client wants to be able to report on when action plan actions are marked as complete, this is to ensure Next Gen Agents/ Case Workers/ Managers are comp…
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How to add custom table which has records in layoutsSummary: We need to add one custom page in tab in custom object. When user click on that tab it open that custom page and that page will call Third party API and we need…
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How to restrict standalone work order creation in Fusion Service?Summary: How we can control that user should not be able to create standalone work order n Fusion Service? Work Order must be created from Service Request page. Content …
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unable to find field storing login idSummary: We have a business use case where the "owner should only be able to edit the jobcards". In the service request object, we've implemented a condition where field…
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How to disable or remove cancel work order button from OFSC work order screen? ( redwood)Summary: How can we disable or remove the "Cancel Work Order" button from the OFSC work order screen in Fusion Service Redwood? Alternatively, is it possible to remove t… -
Work Order - Parts DetailsHi Team, In Work Order, we have part details tab. When work order status is Started / Suspended, Create Parts (+ Icon is disabled) how to enable this for work order stat…
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How to parse Inbound email fields in to Service Request Fields ?Summary We have a requirement to parse fields from Inbound email fields in to Service Request Fields. For example if inbound email has Account name, serial number and pr…
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Triggering Queue notification to all Resource Member of respective queueSummary: Service Request - Notification to all the Resource members of the respective queue. Content :We want to send the bell & mail notification to all the Resource me…Mohammed Waseem Akram S 141 views 7 comments 0 points Most recent by Melinda Uhland-Oracle Fusion Service
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Default Work Order Search in Service Request TabSummary: Hi, Is there any way to change the default search on the Work Orders sub tab on Service Request to "All Work Orders" instead of "Open Work Orders": I couldn't f…
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Hierarchy View not working under Schedule ProcessSummary: We ran 'Import AutoInvoice' program which generated a few of the subprocesses but not sure why the Hierarchy view is not working and it is showing all the main …Rahul Kumar Gupta.-Oracle 1 view 1 comment 0 points Most recent by Andreea Laura Panait-Oracle Receivables & Collections -
"Automating Service Request Status to 'In Progress' for Generic or OFSC Work Orders"Summary: Could we automate the service request status to "In Progress" when creating a Generic or OFSC work order? Content (please ensure you mask any confidential infor…
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is it possible to reorder the master fields by entering first name and then last name?Summary: hello, In the service request management section, Currently, the biographical fields (e.g., “main point of contact”; “assigned to”,...)are in “First and Last Na…
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Approval Hierarchy for HelpdeskSummary: Is it possible to set an approval hierarchy for specific Help desk Requests? -
I am unable to see my internal service requestsWhen I create an internal service request, i am unable to see it from Help desk request work area. I have assigned all the necessary helpdesk related rolesas well. Any h…
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Deeplink with Default valuesSummary: When employee clicks a customized button, it will lead to the Create Service Request page with category already filled-up. Content (please ensure you mask any c…
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HR Helpdesk - Is it possible to auto populate employee Id, legal entity, departments through VBSummary: As per the requirement, we have fields as Employee ID, Legal entity, Department while creating the HR Helpdesk SR. But we do not have variables for these fields…
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How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' roleSummary: How to give access to view conversation message to user with only 'Next Gen HR Help Desk User' role Content (please ensure you mask any confidential information…
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Unable to edit the Queues in ServiceI have added some queues, However I am unable to edit the Distribution, Overflow Criteria, etc. Please see the attached screenshot. Any help is appreciated. -
Unable to modify the font style in UIHi Team, We are unable to enable the 'Bold' font style in the UI. Could you please provide more information about the specific steps you've taken so far to change the fo…
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The same service category cannot be used for more than one BU.Summary: Hello community, We need to use the same service categories for more than one BU, currently at GUI level it is only possible to select a single BU for each cate…