Service Request Management
Discussion List
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Unable to see Service Request icon on Homepage or Navigator after enabling Service offeringSummary: I have enabled Service Offering. On the homepage or Navigator the Service Request icon is not visible. The structure page shows the EL expression as shown in th… -
How to implement account create as a drawerBy default, creating an account from a Service Request forces the agent to open a new browser tab, create the account there, come back to the SR, and search for it manua… -
Adding agents in Resource directory with two active assignments and different business unitsSummary: Hi Team, There is a requirement where an employee is tagged to two assignments, each associated with different Business Units—one under “XYZ” BU and the other u…
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Unable to search for terminated employee using Hr Help Desk Employee Search featureSummary: Unable to search for terminated employee's under Employee Search for HR Help Desk Content (please ensure you mask any confidential information): The Employee Se…
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Service Requests created via Import Management visible in API but not in UISummary: I am trying to create Service Requests (SRs) using Import Management by uploading SR details through the standard import template. The import process completes …
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Disabling Agent Available/Away StatusSummary: Hi all! My client wants automatic queue assignment but does not want agents to have the Available/Away status option. Do you know if there’s a profile‑level set… -
Groovy Script - When agent posts a messageSummary: We are configuring a Server script(groovy) when the HR agent is updating the SR, Employee should get a bell and email notification. I tried writing some groovy …
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Custom Smart Action does not work in HelpdeskWe have copied the standard Smart Action “Delete Help Desk Request” and created a custom smart action called “Delete Custom Help Desk Request.” However, the confirmation…
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What is service profiles? How to implement and use in CX?Please provide some documentation related to service profiles -
What is the groovy script for notification trigger to resource team membersSummary: Requirement: If agent assigns the SR to himself other agents in the resource team should receive the notification. I tried with the given code but the notificat…
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Set all fields in the SR collapsed panel to read-onlySummary: Set all fields in the SR collapsed panel to read-only. I configured the form to be read-only, but this only applies to fields without templates. For fields that…
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HR Help Desk - Best Practice for Multi-Level ApprovalsHi - I'm looking for some guidance and best practice around implementing approvals in HR Help Desk. Also open to workarounds for this. I understand approvals are not ava… -
How can I add custom fields to the Help Desk Request DetailsSummary: I want to add custom fields for the Agent when a service request is received. For example we want to add a field stating "Payroll impact" - YES/NO. This is some… -
June Interactive Demo Hours: Service AutomationAlways live, never recorded! It's that time again. Interactive demo hours are scheduled for June. In this one hour showcase, you’ll get an in-depth look at Oracle's best…Kayleigh Halko - Oracle-Oracle 1 view 0 comments 0 points Started by Kayleigh Halko - Oracle-Oracle Fusion Service
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Smart Text is not appearing when creating a service requestSummary: I’m facing an issue where the Smart Text feature is not appearing when creating a service request, specifically in the description field. Content (please ensure…
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Custom Dashboard in Redwood Service Center – Graph Resize, Table Report, and Drill-Down CapabilitySummary: I have created a custom dashboard and embedded an analytics report that displays a graph (SR Routing Report). I need guidance on the following: 1. Graph Size Ad…
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Please suggest for below email that receive by customer. Is there any impact on business?To align with industry best practices, including National Cybersecurity Cryptographic Standards, and to enhance data security, integrity, and performance, Oracle Fusion …Deepak.h.singh-Oracle 61 views 0 comments 0 points Started by Deepak.h.singh-Oracle Fusion Applications Administration -
Based on field value change the new fields should be added to the pageHi Team, We have a requirement in the Helpdesk module where, whenever the Category field value is changed, a set of Descriptive Flexfields (DFFs) should be dynamically a…
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Can part time employees act as HR helpdesk agents in Oracle HR helpdesk systemSummary: Can part time employees act as HR helpdesk agents in Oracle HR helpdesk system Content (please ensure you mask any confidential information): Version (include t…
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Adjust Column Widths to Fit in Screen in Redwood List Pages (Available in Sales but Not in Service)In Redwood list pages, "Adjust Column Widths to Fit in Screen" is available in Sales but not in Service. Is there a way to enable or implement this feature in Service?
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How can we route SR based on Affected Party CountrySummary: Content (please ensure you mask any confidential information): Can we add affected party country in attributes/object to route tickets based on that? Version (i…
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How can I display a confirmation message when field value changes in the SR Expanded Details page?Summary: How can I display a confirmation message when the “Assign to Me” field value changes in the SR Expanded Details page in Service Center Redwood? Content (please …
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Integrating AI Agents in Fusion Service Center to Boost Agent Productivity⚠️ The information below may still be useful as part of the learning curve, but please note that we’ve made this easier in 26A. Check out the new CX Service Action. → ht…Edson Junior, Oracle 1.4K views 9 comments 4 points Most recent by Edson Junior, Oracle Fusion Service
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Unable to send in the DFF (DSP_SEGMENT1) aka MRP (DFF)I am calling in the staged transaction rest api for integration I am sharing the api and the payload too, but the issue is that I am unable to send the DSP_SEGMENT1 valu…Muhammad Owais Khalid 11 views 1 comment 0 points Most recent by Justin Anderson-Oracle Service Logistics
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HR Helpdesk - Auto-populate Severity levelSummary: Requirement to auto-populate severity level of a service request based off the category type selected on the SR. Content (required): Our client wants to explore… -
WhWe’re encountering an error when trying to save the filter after making the changes.Summary: While adding more columns in the HR Helpdesk UI, we’re encountering an error when trying to save the filter after making the changes. Content (please ensure you…
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Adding more columns in Helpdesk Request UISummary: I’ve noticed that as I add more columns in Helpdesk Requests, the existing ones (fields) just keep shrinking instead of giving me the option to scroll left or r…
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privilege Rest APi crmRestApi/resources/11.13.18.05/hrHelpDeskRequests/{SrId}/child/messagesSummary: What is the privilege names that we would need to give to user who is setting up the Rest API to update Help Desk using /crmRestApi/resources/11.13.18.05/hrHelp…
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Enabling UEF Record-Level Events and Actions in Service Request Fragments for CX SalesAuthor: Swathy Lenjini Overview Creating a service request directly from CX Sales pages should feel fast and seamless, but today’s experience introduces unnecessary fric…
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How can the Sales Agreement validation be bypassed specifically for B2B ordersSummary: We would like to know if there is a possibility to bypass or disable the Sales Agreement validation specifically for B2B Orders, so that Parts Orders can still …