Posts

Posts

  • Reghu
    Ability to attach KM article in OB messages6
    Topic posted January 8, 2019 by ReghuBronze Crown: 15,000+ Points, tagged Channels, Configuration and Administration, Service Request Management, Setup and Configuration in B2B Service > B2B Service public
    Title:
    Ability to attach KM article in OB messages
    Summary:
    Ability to attach KM article in OB messages
    Content:

    As far as I have observed, we can either insert KM content as text or send KM article as hyperlink in Outbound Message (Response) to customers. 

    Can we send articles as attachments? 

  • Reghu
    Ability to have unique sequence number for specific type of...55.0
    Topic posted November 20, 2018 by ReghuBronze Crown: 15,000+ Points, tagged Configuration and Administration, Integration, Service Request Management, Setup and Configuration, UX in B2B Service > B2B Service public
    Title:
    Ability to have unique sequence number for specific type of records
    Summary:
    To have unique sequence numbers for records with specific type
    Content:

    Requirement:  For SRs of type 'X'  we have to have continuous numbers (unique sequences) for legal purpose.  currently we have SR number in SR object which is the PUID, but this is for all type of SRs.  So, in this way type 'X' SRs we can have sequence number gaps, which should not be  as there is a periodic report to be submitted to Governmnent and for this type of SRs and there should not be gaps in the sequence numbers. 

    Is there a way to achieve this requirement? 

     

     

     

  • Reghu
    Ability to see history of approvals in SR object15.0
    Topic posted November 27, 2018 by ReghuBronze Crown: 15,000+ Points, tagged Configuration and Administration, Reporting and Analytics, Service Request Management, Setup and Configuration in B2B Service > B2B Service public
    Title:
    Ability to see history of approvals in SR object
    Summary:
    Can we see history of approvals directly from a SR (on a custom approval BPM flow)?
    Content:

    Requirement:  Custom approval flow  (BPM) is there on SR object.  Customer wants to see the history of this approval process, directly from SR record.  Such that when someone clicks a button or a link in SR it should show the history of BPM approval process like, who approved/rejected when and with what comments etc

    History is a feature in worklist, but the task is available only for those approvers not for everyone and that too we have to go to worklist to see.

    As far as I have explored so far, there is no direct way to achieve this.

    I tried to see whether I can create a Data model based report to get this information, but couldn't find corresponding tables.  Could any one help?

     

  • Reghu
    Activities not appearing in Interaction history3
    Topic posted September 20, 2018 by ReghuBronze Crown: 15,000+ Points, tagged Channels, Configuration and Administration, Integration, Performance - Fusion, Reporting and Analytics, Service Request Management, Setup and Configuration, UX in B2B Service > B2B Service public
    Title:
    Activities not appearing in Interaction history
    Summary:
    Task of type 'Call' not appearing in Interaction history
    Content:

    Dear Team,

     

    I would like to understand more about this interaction history tab.  as I understand its capable of tracking and listing all the interactions across channels w.r.to the SR. 

    Say a customer is visiting store and as an Agent I am logging a Task of type'call' or something of that sort (basically an activity which is also a customer interaction), the task is not appearing under Interaction history. 

    Why is that?  Is it fetching for a  different table?  If yes, do we have a provision to create an entry in Interaction history  like Via WS?

  • Reghu
    B2B and B2C contact15.0
    Topic posted January 31, 2019 by ReghuBronze Crown: 15,000+ Points, tagged Configuration and Administration, Service Request Management in B2B Service > B2B Service public
    Title:
    B2B and B2C contact
    Summary:
    How to handle a contact serving both purposes in OEC?
    Content:
    Summary:
    Same contact as B2B contact and B2C customer

    I have come across a scenario where, a contact can be a B2C customer  as well as B2B Account's contact.   I would like to know how can this be handled.

    What I understand?

    Fusion Data model allows multiple usage assignment for a party.  I confirmed this by creating a contact of type 'Customer' and queried the HZ_PARTY_USG_ASSIGNMENTS table it has two record automatically  one with usage code Sales_Account and other with Contact.  This means for the same party record there are two usages. 

    In ZCA_SALES_ACCOUNTS and hz_person_profiles table it has only one entry with ZCA_SALES_ACCOUNT as the sales profile type.

    w.r.to Data model its practically true that same contact is having multiple assignments.

    From UI, how can we differentiate the two records? 

    In this case, there is only one contact record in the UI, this is how it should be.  IF I were to mention the same record as a business contact, I had to associate the contact with an Account, so I picked one Account in the Account DCL.   What I noticed was, in HZ_PARTY_USG_ASSIGNMENTS is, it created one more entry with code CUSTOMER_CONTACT.

    My Questions are:

    1. In Party usage assignments, difference between contact and customer_contact.

    2. Most importantly, how can we see the customer_contact record and customer record separately , as there is only one contact which is serving both the purposes.  ex: If I have to create an opty or SR for the B2C contact  specifically , I will choose contact field as the contact and at times I will have to create SR for the B2B contact associated to an Account (in that case both at Opty and SR I have to chosoe Account field also).   

    How exactly we can differentiate the single record having two usages in the UI wile creating transaction records?  (As the flow will be different for B2B and B2C)

  • Shaheela D
    Can w able to disable the default queue in OEC ?44.0
    Topic posted June 25, 2019 by Shaheela DBronze Medal: 1,250+ Points, tagged Configuration and Administration, Performance - Fusion, Service Request Management in B2B Service > B2B Service public
    Title:
    Can w able to disable the default queue in OEC ?
    Summary:
    While creating SR the default queue is automatically set against the SR
    Content:

    Hi Team,

    When a SR is created from Agent UI, automatic routing will not be happen, it should assign to that particular person who created this SR.

    Below is my scenario.

    I am having a queue named as "Customer Service". In that 2 resources are there "Agent 1 , Agent 2".

    When the Agent 1 creates an SR by manual, then the "Queue" should set to "Customer Service" and the "Assigned to" field should set to "Agent 1". But this is not happening. By default, the "Queue" as "Default" and the assigned field as empty.

    Please refer the screenshot. In which the The reported by person created that SR and he is in part of Customer Service Queue.

    But now the "Default" was mapped. 

    https://docs.oracle.com/en/cloud/saas/sales/r13-update17d/fauec/working-with-queues.html#FAUEC2386918

    Based on this doc we can't edit/delete the default queue. 

    So how to achieve this functionality or can we able to disable that default queue?

    Anyone aware of it, Please guide me.

    Thanks,

    Shaheela

    Version:
    19B
    Image:
  • Shaheela D
    Can we able to get the logged in username and password...84.0
    Topic posted July 22, 2019 by Shaheela DBronze Medal: 1,250+ Points, tagged Integration, Service Request Management in B2B Service > B2B Service public
    Title:
    Can we able to get the logged in username and password dynamically through script?
    Summary:
    Can we able to get the logged in username and password dynamically through script under service request object?
    Content:

    Hi Team, 

    I have registered OIC rest API inside OEC under Web Services with authentication and I am calling that process through script while creating an SR. 

    We have enabled SSO between OIC and OEC. So is it possible to give authentication through script while calling the registered service, it should take the current session who logged in the OEC? 

    Please update here which is feasible or not. 

    Thanks, 
    Shaheela

    Version:
    19B
  • VishnuSurya Pinnamaraju
    Can we create Maintenance Work Order from Service Request
    Topic posted August 6, 2019 by VishnuSurya PinnamarajuSilver Medal: 2,000+ Points, tagged Service Request Management in B2B Service > B2B Service public
    Title:
    Can we create Maintenance Work Order from Service Request
    Summary:
    Can we create Maintenance Work Order from Service Request
    Content:

    Hi,

    Can we create Maintenance Work Order in Maintenance Module from the Service Request in Service Module. In EBS we have the feature of converting Service Request in Tele Service Module to Work Order in EAM Module.

    Do we have the same feature in Fusion or can we expect this in future releases.

    Regards,

    Vishnu.

    Version:
    19B
  • Rohit Apsangi
    Capture last response date for service requestAnswered25.0
    Topic posted March 22, 2019 by Rohit ApsangiGold Medal: 3,500+ Points, tagged Configuration and Administration, Service Request Management, Setup and Configuration in B2B Service > B2B Service public
    Title:
    Capture last response date for service request
    Content:

    Hi All,

    I am looking to build the solution which can capture Last response date when customer responds to SR. I have achieved this by using formula fields but further going ahead we would like to use this field in analytics and advance search.

    Please provide your suggestions.

    Regards,

    Rohit

    Version:
    19A
  • 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