Service Request Management
Discussion List
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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… -
How is Resource Teams used in Internal Help Desk Next GenSummary: We are implementing Internal Help Desk Next Gen. I was able to create a Resource Team and add it to a Queue. My question is, where do I add it to the Internal S… -
How to assign Multiple Technician to a Single Service Work OrderSummary: Need to assign multiple technician to a Service Work Order as multiple technician are working together to resolve the issue. Content (required): We have a scena…
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Hyperlink on Editable Account Field in Service Request (SR) Details TabHi , we have a requirement to provide hyperlink on an editable field in details tab.... Example... in Service Request Details tab where Account Name is editable, to have…
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Deleting SR in Help DeskSummary: Hi Folks, SR was created few months back now service request is not visible but it was there on the report of Active-SR Is there any possibility or workaround t… -
What are the capabilities which we get in Fusion Service and Field ServiceSummary: What are the capabilities which we get in Fusion Service and Field Service Content (please ensure you mask any confidential information): We are looking to impl…
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Redwood Service Request – Compose Email sends all SR attributes and ignores user-entered body textSummary: In Oracle Fusion Redwood Service Requests, when using the standard Compose Email action from a Service Request, the outgoing email body is automatically populat…
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How can we enable edit and delete option for internal notes and customer notes in service requests?Currently, Internal Notes and Customer Notes in Service Requests cannot be edited or deleted, which leads to outdated or incorrect information remaining in the system. I…
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As an Agent, I am unable to re-assign the request to myself or another resource in HR Help DeskHi All, There is an issue we are facing where, I login as an Agent and I see the request assigned to me. But when I try to assign the request to another person in the sa…
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26 ASummary: Release notes Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any c…
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“You no longer have access to this request”Summary: When trying to update a field in an HR Helpdesk Service Request as an agent, the following error appears: “You no longer have access to this request.” Details: … -
HR Helpdesk: Escalation & SR Auto-Assignment to Line Manager on Milestone violationWhen an Agent fails to Resolve a SR within the Milestone timeline (or the given SLA), the SR is to be Auto-Escalated and Auto-Assigned to the Agent's Line Manager. How c…
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api name for Last Sales Order Details object under Install Base Asset (CseAsset)Summary: Need to access "Install Date" field from Last Sales Order Details sub tab via groovy and looking for api name of this object - Last Sales Order Details. Content…
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Date mismatch between ‘Filter Message’ and ‘Custom Internal Note’ in Service RequestHi, Date Show different in 'Filter Message' and Custom internal Note Section in Service Request. Javascript Action chain code for 'Custom Internal Note'. define([ 'vb/ac…
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Fetch Regional Preferences via REST API in Redwood SRHi, How to fetch General Preferences: Regional using the REST API in Redwood Service Request? Thanks, Babasaheb Pandhare
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Case Management Data Import error:Could not enrich party by alternative key(s): Retrieved Id is nullSummary: As per business requirement trying to import case management data through Import Management. During data validation receiving error: ERROR: Could not enrich par…
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Audit history enablement for Long text fieldsDear Team, Currently Audit history can be enabled for certain kinds of fields except Long text fields. Any possibility to enable the audit history for Long text fields w…Akash Chowdary Patibandla 11 views 2 comments 0 points Most recent by Akash Chowdary Patibandla Fusion Service -
Ability to make Category field as mandatory on Service Request pageHi, We have a requirement to make the below 2 standard fields as mandatory on create page of Service Request - a. Category b. Service Address source Currently, the syste…
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25D new features queryIn reference to the new feature 'Support automated archival of Service Requests', what will be the retrieval process of SRs for the team working on Service requests? Mor…
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Groovy expression to send email when sr is not resolved and sr creation time passes 12 hours iWe have a requirement that: We need to send a reminder email notification to HRHD Agent when a HR Help Desk Request is unresolved, below is the scenerio: We need to send…
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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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Masking the Identity of the Customer when Sending a Service Request.Summary: Content (required): Is it possible to set up the Service Center and HR Help Desk functions to allow customers and employees to submit service requests to the co… -
Guidance on Retrieving Assets Under Service ProfilesSummary: I’m looking for guidance to get the assets under Service Profiles. What steps or methods can be used to retrieve assets under Service Profiles? Which types of a…Naveen Venkat Malepati 11 views 1 comment 0 points Most recent by HD - Fusion ERP-Oracle Fusion Service -
Is it possible to use Email Template in Service Request "Compose Email"?Summary: We need to use Email Template in Service Request "Compose Email". How? Content (please ensure you mask any confidential information): We need to use the Email T…Vignesh Prabhu Ganesan 21 views 2 comments 0 points Most recent by Vignesh Prabhu Ganesan Fusion Service
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How can we define payment method on Service Request ScreenSummary: Hi, How can we define payment method on Service Request Screen? How I will make sure that Service Billing which I am generating into Order Management as a Bill … -
Label hints while creating service requestSummary: Our customer has a requirement to add label, bubbles, hint for both custom and standard fields and I tried this via VBstudio (under label hint ) but this is not… -
NextGen HRHD Multiple BU ImplementationSummary: Restricting the Helpdesk service request access based on BU Content (please ensure you mask any confidential information): Hi Team, Client wants to restrict the… -
Warranty Field Missing on Asset Default PageSummary: The Warranty field is not visible under Service > Assets > Default Page for an Asset, unlike in the demo instance. Please guide us we really need this supplier …
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In Redwood UI, the action plans are starting automatically as soon as they are associated with SRWe have created multiple Action Plan templates that we associate with Service Requests. In the Redwood UI, when an Action Plan is added from the Action Bar of the SR, th…