Service Request Management
Discussion List
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Subject area : "Help Desk -HR Service Request Lifecycle" does not return data.Summary: In the topic area : Help Desk -HR Service Request Lifecycle does not return data. I attach a screen When we try to extract data from this subject area it does n… -
Service requests are not assigned to queue on next Gen HelpdeskSummary: Hi , we are working on migrating Classic HR Helpdesk to Nextgen Redwood helpdesk. After completing migration jobs , i can see all queues has been migrated and i… -
Is there a way to Import Service request part details, Creating SO & Receiving to be doneWe have a requirement on data migration, where we are going to migrate open SR's and need to import Service request part details (RMA & Shipment line) , post that create…
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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 Account level notes on service request pageWe need to display account-level notes on the B2B service request page for the call center team to review the process or information shared by the customer on the accoun… -
How to track work assignment status for service request in oracle sales cloudSummary: Is there any logs available for works assignment status in which the details of the user who is enabling and disabling the Work Assignment status along with the…
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Help desk Administrator to have access to SR's of their BU.Summary: Help desk Administrator to have access to SR's of their BU. Content (required): We have implemented classic HRHD with multiple BU, we want that HR Helpdesk Admi…
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How do I activate bell and email notification for a member I add to SR management ?Summary: hello, how do I get notification to a member that I add in SR management even if they are not part of any queue? Thanks (in this screen I added Gianfranco Nero …
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Extract or Print the Help Desk Request detailsSummary: Extract or Print the Help Desk Request details Content (required): We have a requirement to extract the complete history of the Help Desk request details includ…
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24B Fusion Service Home PageOverview Welcome to the Fusion Service Home Page! This page, which is only available in the Service Console mode, provides Fusion Service Agents with a comprehensive ove… -
How to make a custom notification?Summary: I want to create custom notification from scratch not a standard and to customize no but one that doesn't exist and from scratch so how to do that
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Automate Forward or Response Email from SR Messages subtab to Primary Contact when SR is createdSummary: We want to automate sending a Forward or Response email to Primary Contact when SR is created. This is mainly to include {##123***##} type auto generated value … -
Customer wants to select Order Number and Lines when creating Service Request.Summary: Dear team, We have a requirement that the customer wants to select Sales Order Number and Order Lines when creating a Service Request. We are not able to access…
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How to prepoulate value in additional email address while composing responseSummary: Hello , We have a requirment when we are sening response message from SR>Messages, we want set to address with a custom filed in SR which stores email id.could …Vadla Sudheer 31 views 2 comments 0 points Most recent by Narendra More-Support-Oracle Fusion Service
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How to Migrate the Translated Lookup values from one instance to other?Hi Team, We have created the customer lookup which has 2500 records, we translated those values using the translate icon, and after translating the values we can see in … -
Usage of Multiple BU/LE in Redwood HRHDSummary: Client needs to secure the HR Help Desk Module at the legal entity level. Specifically, Client wishes to use the HR Help Desk Module for both legal entities – L…
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Is there any report in audit logs where we can trace when an admin user do Queue rule deletionIs there any report in audit logs where we can trace when an admin user do Queue rule deletion through Set up & Maintenance.
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Can we import records for Parts Detail under Service Request via Import Mgt or FBDI?Summary: Want to know if the Parts Detail record can be imported by any means. Content (required): We can create manually parts detail records from RMA and Shipment line… -
Next Gen Help Desk - Queues Not Updating in Landing Page; Can't Filter by QueueWe have an issue where Queues are not updating or displaying in our Help Desk Requests landing page. Due to the Queues not updating, this in turn seems to cause the sear…
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Unable to see the comments added when transfering helpdesk requestSummary: Comments added when transferring the helpdesk request are not visible in the internal conversations. Content (please ensure you mask any confidential informatio… -
Restricting knowledge Article on DCS portal based on the Knowledge user groupContent As per seeded functionality of DCS, Self-Service Users can access all knowledge articles that belongs to knowledge user group 'Everyone' with the help of Anonymo…Jitendra Singh-Oracle 105 views 6 comments 1 point Most recent by ArunKrishna-Support-Oracle Fusion Service -
Approval of Knowledge Articles in B2BSummary Approval of Knowledge Articles in B2BContent Hi All, We have a requirement in B2B service wherein customer want the approval workflow for knowledge articles. I s…
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Configure the Radix format for Service RequestsSummary: When we format the Radix to e.g. 000000 and No Alphanumeric Conversions, when we hit 999999 does anyone know what happens? Does this limit us to only 999999 SRs…
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How to Enable Asset-Based Layout in Visual Builder StudioOverview Welcome to this guide on how to enable Asset-Based Layout (starting in 24B release) in Visual Builder Studio. This tutorial will provide step-by-step instructio… -
How to create Activities Tasks Template in Fusion Service?Summary: We can create standalone tasks in Service Request under Activities subtab. However, we have a requirement to auto populate set of tasks when the new SR is creat…
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How to create new action listSummary: How I can create a new Action Plan Content (please ensure you mask any confidential information): I am adding to Service request an action plan which works fine…
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Change management in HR HelpdeskHai Team, Do we have any option to enable change management in HR Helpdesk? currently we can create the service requests which is a type of incident but Do we have any o…
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Create a new Action Plan TemplateSummary: Creating a new action plan template in Fusion Service is done through 'Manage Action Plan Templates' task from Setup and Maintenance. However, the user is not A…
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How to make Actions visible to customers?Summary: When creating actions and action plans, I see that the visibility of an action allows you to select "Customer Visible" however, we are not seeing the actions sh…
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custom layout not visible in-Service Request ObjectHi We have created custom layout for Create/Details page for Service Request Object. After publish, custom layout is not visible only standard layout is visible. Please …Ravikumar S-Oracle 11 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service