Service Request Management
Discussion List
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Guided Service Request Process in Redwood Service Similar to Sales OrchestrationSummary: We have a requirement in Oracle Fusion Service Redwood to provide service representatives with a guided process for resolving Service Requests while automatical… -
How to bind oj-select-single template in Dynamic Layout to show auto-populated valuesSummary: Hi everyone, I am working on an extension in Visual Builder Studio (VBS) for Redwood Oracle Fusion Service (Work Orders / Service Requests). Business Requiremen… -
How to include custom fields in "Find Similar Service Requests" matching criteriaSummary: We have enabled the Similar Service Requests AI functionality. Currently, similar service requests are identified based on the following standard fields: Title …
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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…Edson Junior, Oracle 221 views 2 comments 0 points Most recent by Edson Junior, Oracle Fusion Service -
How to Launch REST trigger Agents in Agent studio from Smart Action in Fusion ServiceI am trying to launch Attachment Processing agent and Service Request Summarisation agents which have REST trigger from Service Request smart action. DO I need to use UI…
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Oracle Helpdesk Security access for VIP ticketsSummary: in Oracle Helpdesk Nextgen Can VIP tickets have restricted executive level security access and cannot be viewed by all agents Content (please ensure you mask an…
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"To" field in Conversation in HR Help desk not returning any valuesSummary: To field To" not retuning any values for Next Gen HR Help Desk Agent role. What area is this LoV controlled by? Release: 26A It works for manager and admin role… -
Failure to save Assigned To when transferring SR to "another set of resources"Summary: When transferring a Service Request (SR) by selecting "Another Set of Resources" under the "Transfer This Service Request To" option and clicking the "Transfer"…
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REDWOOD – Error During Business Plan CreationHello, We have business plan enabled for our application. However, we are facing an error while creating the business plans for Accounts. a. The error - Row validation m…
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Internal helpdesk team member agent can view all requests assigned to other queuesSummary: A team member/agent can view all requests assigned to other queues that they are not member of. It is understood that optionally, team member/agent can use sear…
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Users are unable to search for the One-Time Address in both Service Request and Work Order screens.Summary: Users are currently unable to search for the One-Time Address fields in both the Service Request and Work Order screens. Could you please advise if there is any…
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How can we have auto assignment without Agents marking Availability BUT without overloading an agentHi Folks, There is one concern that if there are 10 agents, we want to know how the SR's gets assigned to each agent? Is it that after 1 Agents capacity is reached than …
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Can we disable the possibility for agents to "spot light" Primary Point of Contact options?Summary: When the Agent clicks on the Primary Point of Contact he gets a list of options where he can check different elements that is attached to the employee. These th…
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Custom Smart Actions are not working in Service Request Details PageSummary: Custom Smart Actions created for Service Request object are not appearing on the Service Request Details page, while similar actions created for Sales (Account …
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Automatic Queue Routing is not working when SR is assigned to an AgentSummary: Automatic Queue Routing is not working when the SR is assigned to an Agent during creation of SR. Content (please ensure you mask any confidential information):…
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HR Helpdesk Request Migration from legacy applicationSummary: Questions & best practice around HR Helpdesk Request Migration from legacy application Content (required): Hi Team We have got a requirement to migrate In progr… -
I have created a new SR status and saved it, however when creating a new SR it is not appearingHi have created a new status for SR, and put it into the appropriate section with ranking and name have rerun index but it is not appearing when I create a brand new SR …
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Add Time Remaining Field to the Landing Page of HR Help DeskSummary: Hi Everyone, Wanted to check if we can add Time Remaining field available to add on the Landing page of HR Help Desk. We generally have this field available onc…
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Default custom field values from Resource object to Service Request page for logged in userSummary: We have 2 custom field on "Resource" object - Business unit and Branch. These 2 fields are setup in Resource Directory for all users. Now, whenever any user log…
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How to create a Descriptive Flex Field in HR Help Desk - Create Service Request PageSummary: Hi Team, We have a requirement to create a Flex Field of Username in Create Service Request Page. But, I'm not knowing which Module or Name I should choose to c…
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Redwood UI Smart Action Error: Applying List binding LOV_StatusCd with given set of values leads toSummary: Hi Team, We are experiencing an issue in the Redwood UI when trying to change a Service Request status to 'Closed' via the Update Status Smart Action. Whenever …
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Exposing Relationships Table (Created Via Dynamic Choice List) on the Service Request PageAuthor: This How-to article is a contribution from @Sono Chacko-Oracle In our previous article , we demonstrated how to create standalone pages for custom objects in Ora…Edson Junior, Oracle 131 views 4 comments 0 points Most recent by Edson Junior, Oracle Fusion Service
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How to add custom field(s) to the landing page in Redwood Service Center, Help Desk or Case MgmtOverview In this article, we are providing steps on how to add a custom column to the landing page. The principles shared in this article can be applied to the Fusion Se…Edson Junior, Oracle 1.2K views 13 comments 2 points Most recent by Edson Junior, Oracle Fusion Service
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Mash Up content not working in Service Request RedwoodSummary: I have added Mashup content "Wikipedia" in Service Request but it's not working. Kindly see the attached screenshots. Content (please ensure you mask any confid…Vignesh Prabhu Ganesan 1 view 2 comments 0 points Most recent by Edson Junior, Oracle Fusion Service
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Attachment not available when status is closedSummary: Users need to be able to access the attachments even when the SR status is Closed. Why is it disappearing? Content (please ensure you mask any confidential info…
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SR is getting created when replying to the notification from object work flowSummary: Refered the guidelines provided in the document below, but its not working. Still a new SR is being created when any of the contacts under that SR reply to the … -
Can we control the visibility of installed base asset based on the logged in used business unitSummary: Need to control the visibility of installed base asset Content (please ensure you mask any confidential information): Is there a standard way to control the ins…Jaison Joseph-Oracle 41 views 2 comments 0 points Most recent by Hanas Mustafa Amanulla Fusion Service
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Unable to see custom fields listed in OTBI for Case ManagementSummary: I have a number of customised fields created on the Case Management form but the fields are not listed in OTBI. Below is some of the custom fields This is all I…
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Navigate from Service to Sales Contact PageSummary This article explains how to redirect the Service Contact page to the Sales Contact page in Oracle Fusion Service Extensibility. Some customers do not use live c…
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Oracle Helpdesk -Can AI suggest categories for Helpdesk service requestSummary: Can AI suggest categories based on the description of the request when they come in through email for Helpdesk Nextgen module Content (please ensure you mask an…