Posts

Posts

  • Ori Aviv
    How to route SR to queue based on Account object attributes
    Topic posted December 6, 2019 by Ori Aviv, tagged Configuration and Administration, Service Request Management, Setup and Configuration in B2B Service > B2B Service public
    Title:
    How to route SR to queue based on Account object attributes
    Summary:
    Need to know if it is possible to use other object attribute in SR queue routing
    Content:

    Currently Engagement Cloud Service allows you to configure queue routing only based on the SR object fields. Is it possible to expose additional objects, for example Account, in the rules creator so that I can route to an SR queue based on a custom field in the account object? If so, how? For example, route to SR queue XYZ based on Account type.

    Version:
    19C
  • Thiyag
    Demo account for OECAnswered3
    Topic posted December 6, 2019 by ThiyagGold Medal: 3,500+ Points, tagged Service Request Management, Setup and Configuration in B2B Service > B2B Service public
    Title:
    Demo account for OEC
    Summary:
    Demo account for OEC
    Content:

    Hi Folks,

    I am trying to create a demo account for OEC Service Cloud using my oracle SSO account in www.demo.oracle.com.

    However the same is not working and got a message to check in different URL https://oim.oraclecorp.com/ which is also not working.

    Can any one of you let me know how this has to be done? are there any pre-requisites required to accomplish the same?

    Thanks

    Thiyag

  • John Wilson Cusi
    Groovy script to move or copy attachments from one Servce...25.0
    Topic posted November 10, 2019 by John Wilson CusiBronze Medal: 1,250+ Points, tagged Configuration and Administration, Service Request Management in B2B Service > B2B Service public
    Title:
    Groovy script to move or copy attachments from one Servce Request object to another object
    Summary:
    Groovy script to move or copy attachments from one object to another
    Content:

    We have a requirement to copy/move the SR attachment to Accounts when the SR has been resolved.

    I search for related solutions but doesn't seen to find a solution to do this, whether via groovy or other methods, in the oracle documentations. Is this something possible in Engagement Cloud?

    Version:
    19c
  • Mohana Gopal Selvam
    Propose SR resolution as KB2
    Topic posted October 31, 2019 by Mohana Gopal SelvamSilver Crown: 22,500+ Points, tagged Service Request Management in B2B Service > B2B Service public
    Title:
    Propose SR resolution as KB
    Content:

    Hi,

    Can we propose SR resolution as knowledge base  in OEC?

    Thanks,

    Mohan

  • Sophie Harris
    Is it possible to create an HRHD SR based on HDL/Rest API...1
    Topic posted October 28, 2019 by Sophie HarrisBronze Medal: 1,250+ Points, tagged Service Request Management, Setup and Configuration in B2B Service > B2B Service public
    Title:
    Is it possible to create an HRHD SR based on HDL/Rest API from core HR?
    Summary:
    Is it possible to create an HRHD SR based on HDL/Rest API from core HR?
    Content:

    Hi all, 

    I am looking into creating an SR from information that sits in core HR and wondered if anyone know if this was possible? and if so, where i can find information on this? I am thinking it might be done using HDL or Rest API but wanted to reach out to this group to clarify. 

    Another option for us would be exporting the information out in a report, and sending it via the inbound email communication channel to create an SR however ideally we want specific values going into specific fields and not just the problem description. 

    Appreciate any advice. 

    Thanks

    Sophie

  • Shaesta Hayat
    Service Request Number sequence3
    Topic posted October 23, 2019 by Shaesta HayatGreen Ribbon: 100+ Points, tagged Service Request Management in B2B Service > B2B Service public
    Title:
    Service Request Number sequence
    Summary:
    In our OEC instance, we have noticed the SR number increments by 10 each time during a session. Is there a corresponding KB doc Id or other documentation that explains how this is maintained?
    Content:

    Assuming this is per design and expected to improve performance. But any supporting documentation would be extremely helpful that explicitly describes this behavior.

    Version:
    19D
  • Shaheela D
    Email is triggering multiple times5.0
    Topic posted October 21, 2019 by Shaheela DBronze Medal: 1,250+ Points, tagged Channels, Configuration and Administration, Performance - Fusion, Service Request Management in B2B Service > B2B Service public
    Title:
    Email is triggering multiple times
    Summary:
    Email is triggering multiple times on Service request object
    Content:

    Hi Team,

    We have two email templates and which will trigger through object workflow based on the SR type(category) and SR status. Below is my scenario

    1. If the SR status is resolved and the category value is 1, then I need to send the first email and this is working fine.

    2. If the SR status is resolved and the category value is other than 1, then I need to send the other template. Here when I mention the category value as not equals to category 1. But the application is not accepting not equals(!=) operator. So the mail is not getting triggered

    3. Another way is that, if the category value is 1, then return false. At that time the email is getting triggered correctly but I am receiving multiple emails.

    We have n no. of categories, So every time If I giving all the category values inside condition, the length of the code will be extend. Thats y I try to use the vice versa of the first scenario.

    Please refer the below code I have written

    If anyone knows, please help me to solve this.

    Thanks,

    Shaheela

    Version:
    19C
    Code Snippet:
  • Mohana Gopal Selvam
    Customization in Service EntitlementsAnswered25.0
    Topic posted October 20, 2019 by Mohana Gopal SelvamSilver Crown: 22,500+ Points, tagged Service Request Management in B2B Service > B2B Service public
    Title:
    Customization in Service Entitlements
    Content:

    Hi,

    We have maintained the Account Type in Account level. Our requirement is based on the SR's account type, we have to set the different SLAs.

    Is it possible?

    How to add custom attribute in 'Compare to Attribute' in the dropdown list? (Contracts -> Manage Matrix Classes -> Name)  Refer screenshot

    Thanks,

    Mohan

     

     

     

    Image:
  • Curtis Allen
    Categories in Groovy1
    Topic posted October 14, 2019 by Curtis AllenBronze Medal: 1,250+ Points, tagged Service Request Management in B2B Service > B2B Service public
    Title:
    Categories in Groovy
    Summary:
    Can I access Categories using newView()
    Content:

    We want to create a custom Category field validation when the category is selected in the SR. Specifically, we want to prevent a user from selecting a Level 1 category which we define as any Category with no parent id. I want to use newView() to get the categories. What is (or where can I find) the API name of the Service Categories? It's exportable so I expect it has an API name.

    Thanks.

     

    Version:
    19C
  • John Wilson Cusi
    Passing values from Service Request Page to Contacts Create...4.0
    Topic posted October 12, 2019 by John Wilson CusiBronze Medal: 1,250+ Points, tagged Service Request Management in B2B Service > B2B Service public
    Title:
    Passing values from Service Request Page to Contacts Create Page field
    Summary:
    How to pass/set a value from SR Page to Contacts Create Page?
    Content:

    Hi all,

    Is this scenario possible in Oracle Engagement Cloud?

    Scenario:

    I have a custom FCL field in SR called SR Type. When a specific value is selected, I need to create a new Contact via the SR's Primary Contact field. And when the Contact Create Page comes up, I need a custom text field (Created from) to automatically be set to "Service Request". Is this possible. If so, what is the approach in accomplishing this?

    I am aware that we could create additional custom fields in Service Request for the creation of a contact, populate values, then just trigger a groovy script to create a contact. But this will consume the custom field counts in the Service Request object and prospect client doesn't want this.

    Version:
    19c

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