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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.
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
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?
Hi,
Can we propose SR resolution as knowledge base in OEC?
Thanks,
Mohan
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
Assuming this is per design and expected to improve performance. But any supporting documentation would be extremely helpful that explicitly describes this behavior.
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
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
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.
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.