Service Request Management
Discussion List
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How to connect to an external ticket system? Are there other companies with best practices?Summary: We want to set up our own Help Desk in HCM, but we have a 3rd party helpdesk for all our compensation and benefits. We need to connect with this external ticket… -
How do I see my idea which was saved in draft?Summary: I had saved an idea in draft. How do I navigate to that saved idea so I can make changes and submit it? Content (please ensure you mask any confidential informa… -
Serial Number field not visible on Installed Base Assets UISummary: Content (required): Hi, I have configured the Installed Base Assets and while I can create assets and associate them with products and customers, I am unable to… -
How to restrict employee access to creating Help Desk request while retaining access to 'My Help'?Summary: How to restrict employee access to creating Help Desk request while retaining access to 'My Help'? Content (please ensure you mask any confidential information)… -
Add automatically an agent to a queue using core hr parametersHello, there is a way to add a resource that has certain parameters inside a queue through an automated proccess? ( so, we are talking to manage the movement of agents i…
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Expand All Messages Functionality in RedwoodSummary: In Classic users have the ability to expand all messages with the click of a button. Is there similar functionality available in Redwood Service? Content (pleas…
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How to Default Channel Value in Response Compose ?Summary: At Edit Service Request Page, business wants to default Channel Name 'Email' Value so no need to select Channel Email value while sending response. As in this s…
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Email Subject of Response Email from Messages Subtab in SRSummary: Hi, We are sending emails to Customers from SR=>Messages subtab=>Select Response from Compose Menu. By default the Email Subject is taken as SR Title. We want t… -
Remove all recipients when replying to SR MessageSummary: When replying to a message in Redwood Service, all cc'd contacts are automatically added as recipients on Reply. Is there an easier way to remove all recipients…
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First Response Metric / Resolution metric (Time)First Response Metric / Resolution metric time are not working properly, I gave 60 / 240 for First Response Metric / Resolution metric respectively, When i created SR it…
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How to restrict Service Request visibility based on custom field ?Our scenario as follows BU: OH Division: Genomics / Medical Devices / IVD Service Rep 1 : OH BU & Genomics Division Service Rep 2: OH BU & Medical Devices Division Servi…Ravikumar S-Oracle 32 views 3 comments 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service
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How to enable Mass Update of Classic - Service Requests?We would like to enable mass update for the Classic Service Request in order to do the following: To reassign multiple service requests from an employee to the other emp… -
Can need by date be defaulted?Hi team, I need to know if the Need By Date can be defaulted in Service > Service Request > Create/Open Service Request > Add Parts > Add screen?
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how to deeplink in service requests page in quick actions section in employee self serviceSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…Aman Pahuja 21 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service
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Import Service EntitlementsSummary: Import and Export Service Entitlements Standard Coverage Rules Content (required): We want add SLA to our Categories in Service Request. This is working OK addi…
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How to integrate EBS Install Base Assets with B2B Service?Summary: Integrate EBS Install Base Assets with B2B Service Content (required): We are looking to integrate Install Base Assets from external EBS to B2B Service. This is… -
Manager Should See Team's Service RequestSummary: We have a requirement that Manager should see only theirs Team's Service Request. For example Manager 1 belongs to Medical Division Manager 2 belongs to Geonomi…
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Next Gen HRHD Custom Field DefaultHi, Has anyone managed to get default expressions working for custom fields in Next Gen HRHD? I've attempted to use the following expression in a custom field of mine, t…
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How to modify Task Update Layout of the service request object in Redwoood (NGS)Summary: Unable to locate Task Update Layout from Service Request in NGS. I have to alter the Task update layout of the service request object in redwood(NGS). Upon navi…
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Is it possible to swap an asset through sales orderHi team, Please consider this scenario, Customer has a damaged product (this is a child asset in a hierarchy), customer returns it, the implementing company sends a repl…
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Ability to view replaced serial number under asset hierarchyHi team, Could you please confirm my understanding? Suppose there is a PTO model as the asset parent, under that, a child asset is damaged and is replaced by the impleme…
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Status of Service request changes to In Progress when First response is sent by Customer Service RepContent Hi, Is there any seeded configuration/functionality that changes the status of a service request from New to In Progress when Agent/Customer Service rep sends re… -
Remove the cache from Service Request reference numbersSummary: Currently the SR number (reference number) caches 1000 values at a time. These cause large jumps in SR numbers. We are required to report to regulatory authorit… -
Import service entitlements rulesHi everyone! I need to import about 300 SLAs to the Service Entitlements Rules. Is there a way to bulk import via import management or API? I'm only able to find API for…Roberta Oliveira 11 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service
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groovy to calculate due date based on working timeHow to calculate due date of a task based on working time? for example the shift of an agent is 9:00 AM to 5:00 PM. A task has lets say to be completed in 4 hours. Now i…Rabijit Purkayastha 31 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle Fusion Service
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Latest documentation on NextGen Help Desk implementation or usageSummary: NextGen Help Desk still refers to classic help desk functionality and configurations Content (required): Hi Oracle Team, the Implementation guide and Using guid…
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How to control the Sales Order Sequence for the Sales Orders created against Service RequestSummary: We would like to control the Sales Order Sequence against the Orders created against Service Request Content (required): We are trying to control the sequence a…
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Data Migration of Work Orders (Engagement Cloud - Service)Summary Data Migration of Work Orders (Engagement Cloud - Service)Content Data Migration of Work Orders (Engagement Cloud - Service) Hi, We have about 150,000 work order…
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Service Request Data retention once the SR is closedSummary: Our business case is we have resolved the SR which is automatically set to closed after X number of days. This is set up with the help of a profile option. But …
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Is there a way to ensure that 2 agents cannot response the same service request at the same time?Summary: Hi, We encounter problematic situations where tow agents assign themselves to handle the same Service request simultaneously, respond to it, and then the employ…