Service Request Management
Discussion List
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Configure Status to show limited list of values depending on Case Type selectedSummary: Is there a way to limit the list of values in the Status field depending on the Case Type selected? For Instance in Case Management, if the Case Type selected i… -
When an agent creates Help Desk Request, the source is blank in OTBI ReportHi Folks, During testing, I observed that when an agent creates a Help Desk request from the HR Help Desk Request page, the Source field is not getting populated in the …
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How to set different rules to auto close of Helpdesk request based on different queues/categories ?Summary: We would like to enable the auto-closure functionality to automatically close Helpdesk requests that remain in a 'Resolved' status after a defined number of day…
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When the HTML option is enabled while creating a service request, smart texts are not visible.Summary: All Smart texts are not visible while creating the service requests. Content (please ensure you mask any confidential information): When the HTML option is enab…
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Why can't I see Suggest a Change in knowledge articles from the Knowledge application?Summary: . Create Knowledge Tasks is already there in the Role but still not visible Suggest a change option Content (please ensure you mask any confidential information…
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How to fix Error with 'Resolve Help Desk Request' SmartAction in HR Help Desk Button BarSummary: We turned on the Button Bar listed on the Improve Agent Efficiency with the Button Bar page in the 25B release (link below). https://docs.oracle.com/en/cloud/sa… -
Tracking Completion Dates for Action Plan Tasks in Redwood UISummary: Hello Experts, We are currently implementing the HR Help Desk using Redwood UI and leveraging Action Plans for Case Management. As part of this, we would like t…
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"Add Filter" options in Redwood list pages in Oracle FusionI have a question regarding the “Add Filter” option in Redwood list pages in Oracle Fusion. How can we: Add or remove fields from the “Add Filter” section? Is there any …
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How are AI Agents currently triggered in Service Center? (26A)Summary: I was recently reading the 26B updates and realized that Oracle is introducing SmartActions for triggering AI Agents on the Service UI (https://docs.oracle.com/… -
How to create custom drawer in Classic UI for Service Request?I’m working on the Classic UI for Service Requests and would like to create a custom drawer to integrate a third-party API. Could you please guide me on: How to create a…
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Why are there 4 critical patches applied per year and are they really necessary for us?Summary: Critical patches notifications Content (please ensure you mask any confidential information): We receive notification for application of critical patches, 4 tim… -
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…
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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… -
July 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 10 views 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…