Service Request Management
Discussion List
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Exposing Child Object List on the Service Request PageAuthor: This How-to article is a contribution from @Sono Chacko-Oracle This step-by-step guide shows you how to display and manage a child object list (for example, Orde… -
Inline editing is not working for the child custom object.Summary: We have followed all the required steps, and we are able to see the list of child records under the parent object. Parent Object: Service Profile Custom Child O… -
Fragment Details: cx-svc-custom-child-object-listAuthor: This How-to article is a contribution from @Sono Chacko-Oracle This section explains the parameters and events available for the fragment that displays child obj…
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Show related Opportunities on SR Details Page Layouts using cx-svc-sr-related-overviewSummary: Hi Team, We have a requirement to show related opportunities on Service Request details Page similar to OOTB Contacts/Teams related objects. If anyone has imple… -
Removing Specific Lookup Value (“Is Duplicate By”) from “Select Relationship Type” in ServiceRequestHello Team, I need help with the “Select Relationship Type” dropdown in the “Create Relationship” subview for Service Requests. I want to remove only the “Is Duplicate B…
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Service request rule category-queue not workingSummary: Hi all, I set as Manage service assignment rules> Rule sets 'HR Help Desk Request Queueing Rules' this rule so that every time someone opens an SR with a certai…
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Custom Smart Action for Activities is not available in Next Gen Service LayoutsSummary: Summary: Hi, I have created a custom smart action for object function called 'Create Lead' for both Sales and Service applications. I am able to access the smar… -
How to invoke an object function from an Action chain in Service Request Details Page?Hi @Edson Junior, Oracle / @John Vakoc-Oracle , We need to create an Action in the marked section in the Service Request Details Page. The action will be used to invoke …Vignesh Prabhu Ganesan 1 view 1 comment 0 points Most recent by Dumitru Grosu - Support-Oracle Fusion Service
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Is there any way to auto-populate CC,BCC emailaddresses when composing email in SR RedwoodSummary: We have a requirement to auto-populate CC and BCC email addresses when composing an email from the Redwood Service Center on the SR object. Is there any configu…Naveen Venkat Malepati 11 views 4 comments 0 points Most recent by Naveen Venkat Malepati Fusion Service -
Show Different Service Request Status Values for Different Business UnitsSummary: We have a requirement in Oracle CX Service to control Service Request statuses based on Business Unit. For example: If the Business Unit is X, the SR status dro…
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I'm facing an issue while importing historical cases through Import Management because of CategoryIssue During the Validate Data step of the Case import, the system returns the following error for each row: Attribute CategoryName is not selected in CaseVO_XXXX, opera…
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cannot identify employee as resourceSummary: Hi, I tried all suggested steps to identify an employee as resource as I need to add two colleagues in a queue: it worked only for one! These two employee have …Silvia Stangarone CAI 21 views 1 comment 0 points Most recent by Rahul-Singh-Support-Oracle Help Desk
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Workflow Automation for Case ManagementHello, Workflow Automation for Case Management We are currently using Workflow Automation in HR Help Desk, and it is working as expected. However, in Case Management, no…
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Is there any way to add custom status bar on SR edit page?Summary: We have a requirement to include a custom status bar (similar to the one attached) on the Service Request 360 View – Edit page. The status bar should visually r…Naveen Venkat Malepati 11 views 4 comments 0 points Most recent by veerendranath pulivarthi-Oracle Fusion Service
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Issue with Country-Specific LOV Trigger After Migration to RedwoodSummary: We need to implement two country‑specific lists of values for the queue. Earlier, in the Classic version, we created a trigger that retrieved the user’s locatio…Pritam_hait_2 11 views 2 comments 0 points Most recent by veerendranath pulivarthi-Oracle Fusion Applications Administration -
Products not populating on Service Requests and Work OrdersSummary: Products are not populating on Service Requests and Work Orders—neither via Product Groups nor from Assets. Previously, the Product field populated through Inst…
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Telephony integration in Redwood: Build your CTI toolbar as a Visual Builder App UIYou can leverage Oracle Visual Builder to implement your CTI toolbar application without needing to use a standalone web server for the deployment. Note: You must be fam… -
How to Redisplay Action Bar in Help Desk Service Request PageSummary: Several of our Help Desk Agents (one Admin included) no longer see the Action Bar when they click into a Reqest. When I log into a non-production pod as that sa…
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Part details section in Service Request Redwood User experienceSummary: Unable to find 'Part details' section in Service Request Redwood User experience. Content (required): We have enabled the Redwood user experience in the service…
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Service Home Page ExtensionSummary: I’m trying to add a metric card to the Service homepage using the sample code attached, but it isn’t working as expected. Could someone please guide me on how t…Prakash Dharamsodh 461 views 27 comments 0 points Most recent by Karyn Kurland-Oracle Fusion Service
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Enabling Custom Menu for Image & PDF Previews in SR Attachments - Oracle Fusion ServiceOverview Oracle Fusion Service provides an out-of-box (OOB) preview capability for image attachments exclusively within the Service Request (SR) object. This functionali…Swathi Cherukuri-Oracle 111 views 3 comments 1 point Most recent by Naveen Venkat Malepati Fusion Service
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Custom Smart Actions are not working on the list page of Help Desk.Summary: I am trying to add two smart actions "Resolve Help Desk Request" , "Add Resource" in the list page of help desk, for that i have created duplicate of seeded sma… -
How to link an Installed base asset to an SR in Redwood UI?Summary: We're doing a new implementation of Fusion Service for a client, and are trying to link Installed Base Assets to an SR in Redwood UI. I've displayed the lookup …
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Fragment Details: cx-svc-custom-relation-objects-listAuthor: This How-to article is a contribution from @Sono Chacko-Oracle Parameters Name Description Sample Values Required extensionId defines which Visual Builder applic…
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Descriptive Flexfield for Task (Activity) in Internal Service RequestSummary: Hi, I would like to know is there any descriptive flexfield for the task (activity) in internal service request. If yes, where I can define the DFF? Content (pl…
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Service requests should be visible only to the PPOC. If created on behalf of others, only the designSummary: The business has a requirement regarding visibility of service requests: If an employee raises a service request as the PPOC (Primary Point of Contact), only th…
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How to update the value of one field based on the other field in Service Request RedwoodSummary: In Service Request Redwood, we need to set Problem Description field value based on Critical Flag Boolean using event. Which event must be used to achieve this?…Vignesh Prabhu Ganesan 21 views 4 comments 0 points Most recent by Vignesh Prabhu Ganesan Fusion Service