Service Request Management
Discussion List
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Time Remaining - Column / Logic from tablesSummary: To identify the column from tables or the logic used to display Time remaining as shown below: Version 23B We have a requirement that needs the report to displa… -
Redwood: Change in Severity Automatically Change Milestone?Summary: When we create a request it is automatically defaulted to Low with the option to change it later. If the Resolution Metric is based on Severity, and we changed … -
Automatic change of Help Desk Request status based on CategorySummary: Is it possible to have different interval period to automatically change the status of HD request from Waiting to Resolved to Closed based on category or any ot…
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Series of short enabling videos you ought to bookmark it.Hi 👋, We are working on a series of short enabling videos so you accelerate your curve of learning on how to extend Fusion Service Redwood. I am happy to hear your idea… -
Is there a way I can highlight an Internal incoming message in B2b Service cloud?Summary: Highlight an incoming message as an alert to Service Agent/technician on the B2B service cloud UI Content (required): NA Version (include the version you are us… -
TAB's record not copied when copying a SR after saveSummary: TAB's record doesn't seemed to be saved on the ticket. Content (required): we are facing some issues with a groovy script that has the aim of creating a new ser… -
How to default a field to a value but just for a specific page layoutSummary: We want to default a field value but in specific layout only. for other layouts, this field should be null by default Version (include the version you are using… -
Changing Field Label in Fusion Service according to categorySummary: We have a requirement to edit the standard label in Fusion Service Request based on the category Eg: Date has to be changed to "Date of Deactivation" or Date of…
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How to restrict the value lists of advanced searches?Summary: How can I restrict the list of available variables for the Business Unit field in the advanced search functionality? Content (required): I am currently implemen…
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Which email does Help Desk validate against when an employee submits an SR via Email?Summary: From this documentation: https://docs.oracle.com/en/cloud/saas/fusion-service/farhd/what-happens-when-an-employee-sends-a-help-desk-email.html#s20077975 It is s…
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Getting employee's private emails from HR module to ServiceSummary: Content (required): Hi We are using HCM and managing all employees' details using HR screens. Recently we've implemented HR Help desk based on Service. Only emp… -
How can we trigger an email notification to queue members whenever new SR is assigned to that queue.Summary: How can we trigger an email notification to queue members whenever a new SR is assigned to that particular queue in the Classic HR Helpdesk. Content (required):…
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Service Request Audit History Base TableSummary: What is the Base Table for Audit History Subtab in Service Request? Where is it mentioned in bookshelf. Version (include the version you are using, if applicabl…
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Computer Telephony Window Disappears if User navigates to Another ScreenSummary: We have configured a CTI telephone tool to attend inbound calls and to make outbound calls. this tool appears as a small separate browser window. during any In …
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How to perform Service Center Validation?We are trying to adapt the new Service Center in Oracle Fusion Cloud. How to perform an Entitlement Check within Service Center? or at least in the Native UI?
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How to set capacity of agents individually in NextGen HelpdeskSummary: Manage Queues for HR Help Desk Requests provides you to set the capacity of a queue. Where can we set the capacity of agents individually? Content (required): I… -
Resolution and Outcome does not display when SR is ResolvedSummary: What do I need to do to make the resolution and outcome dialog to appear? Content (required): Hi Experts, Is there a configuration needed for the resolution and…
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Can a Business User access Sales and Service both ?Summary: My business user needs to work on Service and Sales both like Opportunity and Service Request access both. So can we provide them both access at same time ? Con…
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My Knowledge search not allowing space bar to workSummary: Hi all, When searching for or editing knowledge articles the space button does not work and Cannot use the space bar in My Knowledge. let me know for any possib… -
Parts Order in Service Request (Service Center)Summary: Hi, Can I create Parts Order directly in SR in Service Center? I don't see the option in SR detail page or in interactive actions. Thanks, Adam Content (require… -
Can user receives an email when his SR is updated in Digital Customer Service?Summary: Is there a possibility that user receives an email about updating his Service Request by Agent in Digital Customer Service? Or he must sign in and see the updat…Amina Fajic 31 views 1 comment 0 points Most recent by Petra Bikkembergs - Oracle Product manager DCS-Oracle Fusion Service
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Change History on Service Request not visibleSummary: I have enabled the audit on Service Request object. In the application composer page layout the subtab of change history is also enabled. On navigating to the S…
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Queue assignment rulesSummary: Hi Team, We have requirement to define the queue assignment rules based on two different rule set. 1. Based on category & Legal Employer of the primary point of…
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Additional Contact Messages and Responses visibilitySummary: Our client is wanting to understand what visibility the additional contact on a SR would have, particular around messages to the Primary Point of Contact from t…
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Does a change of category by an Service Request help desk agent trigger a queue change?Summary: Does the change of a category from the SR edit page made by an HRHD agent trigger the change of the queue? Content (required): If an agent change the SR's categ…
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Can we use PUT method instead of Patch for updating records in Fusion serviceSummary: Can we use PUT method instead of PATCH for updating records in Fusion service. Does oracle fusion service support PUT method to update service request object ? …
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How to configure, when child service request is open, parent service request cannot be resolvedSummary: Parent SR cannot be updated to resolved, when child SR is open Content (required): In Fusion Service, Created a 1:M relationship between Service Request to Serv…
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Service Request - Attachment Size LimitSummary Service Request - Attachment Size LimitContent Hi Team, What is the size limit of attachment per incident? Is it similar like service cloud or any difference in …User_2025-01-31-00-30-32-814 120 views 12 comments 3 points Most recent by KMChris-Oracle Fusion Service -
Work Assignment and Omni Routing in Fusion Service Webinar, May 31Great news - the recording of this webinar along with the associated slides, Q&A and related links can be viewed HERE. We are pleased to announce our upcoming live webin…Elaine Leffler-Support-Oracle 112 views 0 comments 1 point Started by Elaine Leffler-Support-Oracle Fusion Service