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Topic posted October 10, 2019 by Shlomo Elnekave
, tagged Service Request Management in B2B Service > B2B Service publicTitle:Service Request - Part DetailsSummary:The item list in the "Add Part" page is emptyContent:Hi All,
I am trying to add part number to the service request but the list is empty. i did the required setup of :
Service Activity
Billing Type
Item Attributes
Any clue ?
Thank you
Image:
Document:Item Setup.png (169KB)Document:Service Activity.png (133KB)Document:Billing Type.png (128KB)- Topic posted October 3, 2019 by Rohit Apsangi
, tagged Channels, Configuration and Administration, Integration, Service Request Management, Setup and Configuration in B2B Service > B2B Service publicTitle:Setting up the web channelContent:Hi Community Members,
I would like to know about following scenario :
if SR has been created manually or using any other chanel apart from web in OEC and while replying the SR an agents selects Web channel, then does the respective customer will receive message in DCS portal?
How can we setup this functionality?
Regards,
Rohit
Version:19C 
Topic posted October 1, 2019 by JustRhianna
, tagged Integration, Service Request Management in B2B Service > B2B Service publicTitle:Send SecureSummary:Send Secure through Service requestsContent:We are looking for a way to do send secure in OEC with minimal customization like Outlook does. Has anyone accomplished this?
- Topic posted September 25, 2019 by John Wilson Cusi
, tagged Channels, Configuration and Administration, Service Request Management in B2B Service > B2B Service publicTitle:How to default Create Service Request in Engagement Service?Summary:Need to configure Create Service Request as default when Contact Number does not match in ContactsContent:Requirement: When a call is accepted, Engagement Cloud searches through Service Request. If SR Number is provided, open Edit Service Request. If SR Number is not provided, Create Service Request page is displayed.
Good day to everyone!
For the requirement above, I have:
1. Configured Media Toolbar and utilized Oracle call simulator (got from one of the demo environments)
2. Configured Call Flow to enable Screen Pop (Contact Required & Contact Verification is set to No)
3. Configured Screen Pop to open Edit Service Request when SR Number is provided.
I was able to make it work for the scenario when SR number is provided. However, I cannot default Create Service Requests when no SR Number is provided. Anyone can enlighten me what I missed?
Version:19B 
Topic posted September 14, 2019 by Volodymyr Faranosov
, tagged Service Request Management, Setup and Configuration in B2B Service > B2B Service publicTitle:HR help desk SR: required fields are not populatedSummary:HR help desk SR: required fields are not populatedContent:Dear experts,
I am experiencing the following issue with HRHD SR UI: for some reason fields like Primary Contact Email, Primary Contact Phone, Job Title are not populated once an SR is created. It causes errors while an SR to be created from inbound email.
Have somebody faced the same issue?
I appreciate any input. Find a screenshot attached.
Kind regards,
Volodymyr
Version:19CImage:
Topic posted September 13, 2019 by Shivam Bansal
, tagged Channels, Configuration and Administration, Service Request Management in B2B Service > B2B Service publicTitle:SMS from Oracle Engagement CloudSummary:How to send text messages to Service Request's ContactsContent:Has anyone implemented a solution to send SMS via OEC? How was it done? Do we need an external vendor for this?
Version:19B, 19C- Topic posted August 27, 2019 by Aparajit Malli, tagged Integration, Service Request Management in B2B Service > B2B Service publicTitle:Data Migration of Work Orders (Engagement Cloud - Service)Summary:Data Migration of Work Orders (Engagement Cloud - Service)Content:
Data Migration of Work Orders (Engagement Cloud - Service)
Hi,
We have about 150,000 work order records that need to be migrated from legacy on-premise application to Oracle Engagement Cloud (Service).
Based on my analysis, the file-based migration is not available for Work Order. (REST API is available but not suitable for such large volume - 150,000).
Does anyone know if this in the road-map? 20A or 20B?
Thanks,
Aparajit
Version:19A - Topic posted August 6, 2019 by VishnuSurya Pinnamaraju
, tagged Service Request Management in B2B Service > B2B Service publicTitle:Can we create Maintenance Work Order from Service RequestSummary:Can we create Maintenance Work Order from Service RequestContent: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 - Topic posted August 2, 2019 by Aneeta Rana, tagged Channels, Configuration and Administration, Service Request Management in B2B Service > B2B Service publicTitle:Survey using Engagement Cloud - ServiceSummary:Survey using Engagement Cloud - ServiceContent:
Hi,
Can we send survey to customers to capture their feedback on Support Request in Engagement Cloud Service or may be a kind of CSAT-Customer Satisfaction Survey.
The functionality was there on Right Now i believe.
Regards
Aneeta
- Topic posted July 31, 2019 by Shaheela D, tagged Service Request Management in B2B Service > B2B Service publicTitle:Make Service request page to be readonlySummary:How to make Service request page to be readonlyContent:
Hi Team,
I want to make all fields inside the service request object in detail page as read only, once the status field changed to 'Resolved'.
We can do by two way,
1. Make a new layout and chnage the updatable as "No" for each field
2.Put trigger on individual field to make it non-editable
Both will make the code complex and which is not recommended.
Please share me any standard method if anyone aware of.
Thanks,
Shaheela
Version:19B