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    Rasheed Ahamed
    Imported Custom Status is not displaying in SRAnswered
    Topic posted December 4, 2018 by Rasheed AhamedGold Medal: 3,500+ Points, last edited December 4, 2018, tagged Configuration and Administration, Service Request Management, Setup and Configuration 
    181 Views, 9 Comments
    Title:
    Imported Custom Status is not displaying in SR
    Content:

    Hi,

    I'm trying to import different Custom Lookups for SR object (ex: Custom Severities, Custom Sources, Custom Status., etc) in which other lookups are being shown in the SR object, except SR Status even though the import was successful. 
    PFA
     

    Version:
    R13
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    Best Comment

    Rasheed Ahamed

    Ok so the final solution for this issue is we can create the custom status value against a particular seeded status value.
    Go to the Manage Service Request Status Values, choose any seeded status under which you can create a custom status, Save&Close and open an existing SR and verify the custom status value is populated. It can be done only through this way. When you try to import as I have mentioned in the above thread, you may see those created under Manage Standard Lookups but they will not be displayed in the details page of an SR, i.e., in the Status field LOVs.

    Regards,
    Rasheed.

    Comment

     

    • Srinath Srinivasan

      Hi Rasheed,

      There is some thing called  File base import template FBL, have you checked it?

      For SR Import:

      https://docs.oracle.com/en/cloud/saas/sales/18c/oefbs/Service-Request-Import-303032105-fbdi-49.html

       

      For Other Templates:

      https://docs.oracle.com/en/cloud/saas/sales/18c/oefbs/FBDIOverview.html

      lets know if it helps

      Good Day!!

      Regards,

      Srinath Srinivasan

    • Reghu

      Srinath,  Rasheed is asking about the lookup. 

      In a nutshell, the issue is when we create a new lookup code for SR status it doesn't appear on SR records' status field.   It's appearing only when we create through SR status.. FSM task.   

      If you see the lookup type of 'statuscd' field on SR object it points to an improper lookup type.  Thois could be the issue. 

      So we want to hear from the Product team, why SR status is an exception and hence we couldn't import lookup codes for status from legacy applications unlike other lookups.

    • Rasheed Ahamed
    • Reghu

      This type is used for Account classification.. not sure what is this doing in SR object

    • Usha Ramesh

      Dear All,

      For Service Custom Status, refer the below link 

      I think, we need to import the status in 2 different tables unless then it wont appear in the status column. This is from the latest release

      https://docs.oracle.com/en/cloud/saas/sales/18c/faiec/using-profile-options-lookups-and-scheduled-processes.html#FAIEC2022866

      Administrators can modify lookups for service requests. Optionally, you can map status values to status types. By default, the following five Status types exist for service requests:

      • New

      • In Progress

      • Resolved

      • Waiting

      • Closed

      A service request always has one of these status types. However, administrators might want to display different labels for status types or change the display sequence. For example, this might be useful in situations where you want to distinguish between statues such as "In Progress - Troubleshooting" versus "In Progress - Repairing." This procedure maps one or more statuses to status types.

      Please do let me know if this is what you were looking at.

      Regards

      Usha Ramesh

       

      • Rasheed Ahamed

        Hi Usha,

        Thanks for your insight, May I know which are the two tables you are mentioning here?
        Because, to Import a custom status value we need to map it to the LookupType accordingly, for status it is supposed to be "ORA_SVC_SR_STATUS_CD" using which it is getting imported successfully but not reflecting the SR Object screen as mentioned in the question.
        Ps: We can't use "ORA_SVC_SR_STATUS_TYPE_CD" as its Lookup Configuration Level is System.
        PFA
         

    • Reghu

      In my opinion, both the status and status type are in same table. Only thing is both are linked  type is an umbrella of the status codes.  until or unless this relationship is established (like we do through the SR status values FSM task), they will not appear in the SR record

    • Usha Ramesh

      True, the relationship has to be established because if you see the data structure, both the Status type and Statuses are in the same table. There is another table which has to have data relating the Status type and Status. Some references in the attachments. Not sure if this relationship can be used for importing, but the data has to ultimately go into this table unless that data wont appear!

      It was a nice investigation though!

      Have a great day!

    • Rasheed Ahamed

      Ok so the final solution for this issue is we can create the custom status value against a particular seeded status value.
      Go to the Manage Service Request Status Values, choose any seeded status under which you can create a custom status, Save&Close and open an existing SR and verify the custom status value is populated. It can be done only through this way. When you try to import as I have mentioned in the above thread, you may see those created under Manage Standard Lookups but they will not be displayed in the details page of an SR, i.e., in the Status field LOVs.

      Regards,
      Rasheed.