Service Request Management
Discussion List
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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… -
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… -
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 … -
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 144 views 4 comments 0 points Most recent by Edson Junior, Oracle Fusion Service -
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 1.3K 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 3 views 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 52 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…
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Not able to view Service Request list pageSummary: In our application user able to create new service requests but created service requests are not able to access and SR list page also not able to view. But Post…
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The "Edit Access Hours" button is not appearing under Manage Technician Access SchedulesSummary: The "Edit Access Hours" button is not appearing under Manage Technician Access Schedules in the service profile. We followed the below doc. Overview of Access H…
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We have multiple ( 200 +) dynamic sections in Service Request Details page, best way to achieve itSummary: We are a new implementation to Redwood Service Centre. We have dynamic forms based on combination of SR category field and other custom fields. Based on the com…
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Load Resources in Helpdesk QueuesSummary: Hi Everyone, We have a longer list of resources who needs to be added as a individual resources for each queue.(eg. in one queue we need to add 30 resources). W…
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Add Formatting and Image Insertion Options to Initial Help Desk Request CreationSummary: When creating a service request in HR Help Desk, there’s no ability to format text or insert images (such as screenshots) directly into the Detailed Description…
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Unable to add Project details on work order charges UISummary: We followed the steps below: Service Request Creation → Work Order Creation → Manage Debrief → Work Order Charges However, we are unable to proceed with enterin…
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Help Desk Agents being able to search by email addressHi, we have allowed third parties email coming into HRHD however is there a way for agents in My Help Desk Requests to search for tickets raised via email and being able…
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What are the supported Tokens for SVC_EMAIL_ACK_FOR_KNOWN_EMPSummary: I need a list of available tokens I can use in the Manage Messages for SVC_EMAIL_ACK_FOR_KNOWN_EMP. I can see {SR_REFERENCE_NUMBER} is available . What are the …
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Internal help desk request for 2- Maintenance OrganizationSummary: Dears, We have 2-Maintenance Org , and we need to raise a manitenance request only for the assets in one orgnization all users can create a request for the asse…
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Functionality: Bulk Loading of resources associated with queues and assignment rules (Service CX)Hi team, Is there any functionality that allows bulk uploads for the following items? Queues Resources (associated with queues) Service Assignment Rules Thanks.