Service Request Management
Discussion List
-
Documentation for create task in internal service requestSummary: Hi All, I would like to explore create task feature in internal service request. Is there any documentation that I can refer. Content (please ensure you mask an… -
Show more field in task (Internal Service Request)Summary: Is anyone know how to show more standard fields or custom fields in the task sessions for internal service request? Content (please ensure you mask any confiden…
-
Edit service dashboardHi everyone! How can we configure the Service Dashboard and make new infolets available: We didn't find any documentation about this. Thank you in advance, Martina
-
Unable to find the option to enable the Knowledge with Redwood User Interface feature.Summary: We are trying to enable the Knowledge with Redwood User Interface feature for Redwood Knowledge in our application. However, we’re unable to find the option to … -
automatic queue assignment based on HR help desk category is not workingSummary: I am trying to create assignment rules for automatic queue assignment based on category but when I assign the category, the queue is not getting assigned automa… -
HR Help Desk Command Bar issues since 26A?Summary: Only a few users are having issues with command bar that is not working since 26A update. The full list of actions is not available. Content (please ensure you …
-
Restrict Service Request (SR) creation for assets that do not belong to the selected customerSummary: We want to restrict Service Request (SR) creation for assets that do not belong to the selected customer. It would be really helpful if get any help on this. Co…Shruthi Potluri 1 view 2 comments 0 points Most recent by veerendranath pulivarthi-Oracle Fusion Service
-
DCL Field Value Becoming Blank When Using Show Field Condition in Redwood Layout (Service Request)Hi, In Redwood layouts (Service Request UI), we are facing an issue where a DCL field becomes blank after saving the record. The DCL field is configured with a Show Fiel…
-
When the Help Desk Category is manually changed, do queue change automatically?We have automatic routing turned on with Omnichannel for Next Gen Help Desk requests, but sometimes the reporter/requester misidentify the Category which based on our ru…
-
Can we remove the ticket number (service request number) while external contact messageSummary: Is it possible to remove the ticket number (Service request number) while external contact message/communicate in Oracle HR helpdesk system. Content (please ens…
-
Work Order parts section needs to show all the products from PIMIn the work order parts section, we can see the PIM products which has the billing type as 'Material'. We want to change this to show all the PIM products. Where can we …
-
Duplicate Assigned To User Showing in Service RequestsHi team, We are seeing two “Kevin Anderson” users in the Assigned To filter for Service Requests. I verified via Postman that all field data is the same (AssigneePersonN…
-
A Reusable Approach to Implementing Validations and UI Logic in Fusion Service Redwood📑 This article is estimated to take approximately 8 minutes to read, and can save you hours of implementation and research. You are welcome! 😃 📽️ Before diving into th…Edson Junior, Oracle 3K views 27 comments 3 points Most recent by Edson Junior, Oracle Fusion Service -
Unable to login to new My Oracle Cloud Support PortalThe user is unable to log in to the new My Oracle Cloud Support Portal and is encountering an 'Identification not matched' error. The user is entering the Support Identi…
-
SRs newly created under the My Help tile aren't visible under the My Help & HR Service Request tilesSummary: When creating a new Service Request under the My Help tile, the newly created SR is not visible in the My Help tile nor under the HR Service Request tile. Howev…
-
Unable to receive verification codeWe have a client whose account is linked to commercial cloud. So, they gave me access to the OCI console. When I go to the commercial option on the support page and logi…
-
Can we control the resolution notes and other AI related generated notes such as summarized notesSummary: Can we control the resolution notes and other AI related generated notes in HR helpdesk module? Content (please ensure you mask any confidential information): H…
-
Your feedback requested: Frequently used email templatesWe’re exploring how AI-generated email templates can better support agents in delivering consistent and personalized outbound communications in Service workflows. To mak… -
April Interactive Demo Hours: Service AutomationAlways live, never recorded! It's that time again. Interactive demo hours are scheduled for April. In this one hour showcase, you’ll get an in-depth look at Oracle's bes…Kayleigh Halko - Oracle-Oracle 1 view 0 comments 0 points Most recent by Kayleigh Halko - Oracle-Oracle Fusion Service
-
How to send SR create page level variables to SR create fragment in redwood Service center?Summary: Is there any option to send SR create page level variables to SR create fragment to use in data fetch at fragment level to create custom table on create page? C…Naveen Venkat Malepati 71 views 4 comments 0 points Most recent by Sono Chacko-Oracle Fusion Service
-
CX Service Classic Pages- Table component in create pageIn the create service request page, we need to introduce a tabular component where in the SR creator can enter the details. It shall be a dynamic table where the user ca…
-
How to add and remove columns on the account & contact pickersOverview In this Tip article, we are covering a Fusion Service Center Extensibility feature available in 23C. Now, adding and removing columns from the account and conta…
-
Queue assignment rule creation based on Sender's email address in HR HelpdeskSummary: Hi Everyone, wanted to check if there is a way to configure Service Assignment Rules for HR Help Desk Queues based on sender's email address ? Eg. Tickets shoul…
-
Groovy Script to update SR status when a Primary Contact adds a messageSummary: In the Implementing HR Help Desk guides I found a Groovy Script to update the SR status when the Primary Contact adds a message on to the SR, I've created this …
-
How to add a standard object as Sub Tab in Service Request Redwood Summary Layout?We need to add Contacts object as Sub Tab in Service Request Redwood Summary Layout. How? Note: We have already created a 1:M relationship between Service Request and Co…Vignesh Prabhu Ganesan 21 views 2 comments 0 points Most recent by Vignesh Prabhu Ganesan Fusion Service
-
Update Any Field: Introducing Mass SR Updates Through Extensibility!I am thrilled to announce a game-changing update in our 26A release. We know that for a long time, you were limited when it came to making bulk changes. Until now, you c…Edson Junior, Oracle 52 views 0 comments 0 points Most recent by Edson Junior, Oracle Fusion Service
-
How to display the approval statuses from various approvers across different fields?Summary: Display the approval statuses from various approvers across different fields Content (please ensure you mask any confidential information): Hello Experts, We ha…Shiva Kumar B 21 views 1 comment 0 points Most recent by Andrada-Oracle Fusion Applications Administration
-
Approver's action status is not being updated in the field.Summary: Approver's action status is not being updated in the field. Content (please ensure you mask any confidential information): Hello Experts, We have a business pro…Shiva Kumar B 21 views 2 comments 2 points Most recent by Andrada-Oracle Fusion Applications Administration
-
We need to set the Site Name on the SR create page based on Address SourceSummary: We have a requirement to populate the Site Name on the Service Request create layout based on the Address Source field. However, the Address ID is not available…