Service Request Management
Discussion List
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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… -
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… -
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 98 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 64 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…
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Can part time employees act as HR helpdesk agents in Oracle HR helpdesk systemSummary: Can part time employees act as HR helpdesk agents in Oracle HR helpdesk system Content (please ensure you mask any confidential information): Version (include t…
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Adjust Column Widths to Fit in Screen in Redwood List Pages (Available in Sales but Not in Service)In Redwood list pages, "Adjust Column Widths to Fit in Screen" is available in Sales but not in Service. Is there a way to enable or implement this feature in Service?
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How can we route SR based on Affected Party CountrySummary: Content (please ensure you mask any confidential information): Can we add affected party country in attributes/object to route tickets based on that? Version (i…
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How can I display a confirmation message when field value changes in the SR Expanded Details page?Summary: How can I display a confirmation message when the “Assign to Me” field value changes in the SR Expanded Details page in Service Center Redwood? Content (please …
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Integrating AI Agents in Fusion Service Center to Boost Agent Productivity⚠️ The information below may still be useful as part of the learning curve, but please note that we’ve made this easier in 26A. Check out the new CX Service Action. → ht…Edson Junior, Oracle 1.4K views 9 comments 4 points Most recent by Edson Junior, Oracle Fusion Service -
Unable to send in the DFF (DSP_SEGMENT1) aka MRP (DFF)I am calling in the staged transaction rest api for integration I am sharing the api and the payload too, but the issue is that I am unable to send the DSP_SEGMENT1 valu…Muhammad Owais Khalid 24 views 1 comment 0 points Most recent by Justin Anderson-Oracle Service Logistics
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HR Helpdesk - Auto-populate Severity levelSummary: Requirement to auto-populate severity level of a service request based off the category type selected on the SR. Content (required): Our client wants to explore… -
WhWe’re encountering an error when trying to save the filter after making the changes.Summary: While adding more columns in the HR Helpdesk UI, we’re encountering an error when trying to save the filter after making the changes. Content (please ensure you…
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Adding more columns in Helpdesk Request UISummary: I’ve noticed that as I add more columns in Helpdesk Requests, the existing ones (fields) just keep shrinking instead of giving me the option to scroll left or r…
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privilege Rest APi crmRestApi/resources/11.13.18.05/hrHelpDeskRequests/{SrId}/child/messagesSummary: What is the privilege names that we would need to give to user who is setting up the Rest API to update Help Desk using /crmRestApi/resources/11.13.18.05/hrHelp…
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Enabling UEF Record-Level Events and Actions in Service Request Fragments for CX SalesAuthor: Swathy Lenjini Overview Creating a service request directly from CX Sales pages should feel fast and seamless, but today’s experience introduces unnecessary fric…
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How can the Sales Agreement validation be bypassed specifically for B2B ordersSummary: We would like to know if there is a possibility to bypass or disable the Sales Agreement validation specifically for B2B Orders, so that Parts Orders can still …
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How to report on full Service Request message history?Summary: Hi Everyone, Our Team currently have to manually open each HR Helpdesk Service Request and take screenshots of the message threads when requested which is time …Kiya 13 views 1 comment 0 points Most recent by Angel Jimenez-Support-Oracle Reporting & Analytics for Fusion Service
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The new Redwood HR help desk 'Assigned to' are not looking up the new redwood queue resources.Summary: We are in the process of implementing redwood HR help desk and case management. I have create new queues for HR help desk using the 'HR Help Desk Queue' tasks a… -
Unable to find 'Assigned to Preferred Name' field in HR Helpdesk ObjectHi team, Is there a way we can use the 'Assigned To Preferred Name' field in the trigger created under the Message child object for the HR Help Desk object? We can only …
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Unable to respond via a particular email channel from helpdesk SRSummary: We recently created the channel but we are unable to reply/respond to a email channel (Test 2) from Oracle Helpdesk. We are able to create SR in Helpdesk from t…
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Extract or Print the Help Desk Request detailsSummary: Extract or Print the Help Desk Request details Content (required): We have a requirement to extract the complete history of the Help Desk request details includ…
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Priority for Assignment routing in HelpdeskSummary: If two assignment routing rules get satisfied simultaneously in Oracle Helpdesk, which rules will get satisfied? How are the priority decided then? Content (ple…
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AI is moving fast. Here's a small proof using UI Events FrameworkHi Team - I gave Codex a simple task: learn our UI Events Framework (to build a skill), study an exported Fusion Service extension, then build an action chain that reads…