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  • Rohit Apsangi
    Reopen closed SRAnswered195.0
    Topic posted January 10, 2019 by Rohit ApsangiGold Medal: 3,500+ Points, tagged Configuration and Administration, Service Request Management, Setup and Configuration 
    Title:
    Reopen closed SR
    Content:

    Hi All,

    is there any possibility to reopen an existing SR if customer has replied to Closed SR?  if possible then where we can perform this configuration?

    ~ Rohit

     

  • Daniel Balshaw
    HR Help Desk Inbound EmailsAnswered18
    Topic posted February 1, 2019 by Daniel BalshawSilver Medal: 2,000+ Points 
    Title:
    HR Help Desk Inbound Emails
    Summary:
    Inbound emails not getting assigned to correct queue
    Content:

    Hi,

    I posted this in the HR Forum, but didn't get any response as I don't think there are many Help Desk users...

    We've been experimenting with the HR Help Desk functions in 18C, and testing a SR creation using inbound email as per the documentation here:

    https://docs.oracle.com/en/cloud/saas/sales/18c/faiec/setting-up-communication-channels.html#FAIEC2296834

    When sending an email to our 'intservice' address, for some reason it's adding the SR to the CRM queue, instead of the HCM queue (attached a screenshot from BI showing where the SR's are assigned to)

    Any ideas? We've been over the config several times and nothing looks out of place.

    Thanks

    Dan

    Image:
  • Hamzeh Al Karmi
    Define condition for SR EscalationAnswered175.0
    Topic posted February 5, 2019 by Hamzeh Al KarmiSilver Medal: 2,000+ Points 
    Title:
    Define condition for SR Escalation
    Summary:
    What condition should be defined to escalate the service request?
    Content:

    Good day,

    We have a problem that I wish for assistance in Oracle Engagement Cloud. I have configured the following:

    1- From the Object Workflows I created a milestone object called Escalate_SR_after_milestone_is_reached (for the first escalation which takes the SR to the supervisor and another called Escalate_SR_after_milestone_is_reached_Manager (for the second escalation which takes the SR to the manager)

    2- Event Point: When a record is updated

    3- Condition: (isAttributeChanged('WarnedFlag') && WarnedFlag=='Y')

    4- Email template defined to be sent to both the supervisor and manager

    I created a service request and when the milestone label generated the warning icon next to the First Response Metric I got no email. What am I missing? I have little knowledge in scripting. Can you help please?

    The milestone status remains In Progress or (ORA_SVC_IN_PROGRESS) what script should I use so that when the warning icon appears the milestone status changes to let us say Warning? 

    For the supervisor the milestone should count 24 hours and if no action was taken then an email notification should be sent to the supervisor. After 48 hours of no action or update on the service request, an email notification should be sent to the manager.

    Can anyone help please?

  • Hamzeh Al Karmi
    Unable to find the Method Name in the Actions and Links...Answered15
    Topic posted May 15, 2019 by Hamzeh Al KarmiSilver Medal: 2,000+ Points 
    Title:
    Unable to find the Method Name in the Actions and Links screen.
    Summary:
    After entering a script and saving the script I am unable to find the Method Name in the Actions and Links screen.
    Content:

    Hello All,

    I am in the Actions and Links screen for the Accounts object. I added an Action button and a script that when pressed, changes the value of a certain field. After saving the script in the Edit Object Function screen, I select the list of value Method Name but cannot find the Function name I created.

    Is this a bug?

  • Reghu
    How to see error in Action plan - SR creation?Answered155.0
    Topic posted March 11, 2019 by ReghuBronze Crown: 15,000+ Points, tagged Configuration and Administration, Service Request Management, Setup and Configuration 
    Title:
    How to see error in Action plan - SR creation?
    Summary:
    Error while creating SR using Action plans
    Content:

    I have an action plan to create SRs, when I initiate the Action plan I get the error as attached.  Hence wanted to know how to see the errors to rectify them. Currently its uncertain what is being missed out in the configuration of action.

     

    Note: I have made sure I have given values for all mandatory fields in the field mapping. Not sure whats wrong. 

    Document:
  • Shaheela D
    Reassign service requestAnswered135.0
    Topic posted March 7, 2019 by Shaheela DBronze Medal: 1,250+ Points, tagged Integration, Reporting and Analytics, Service Request Management, Setup and Configuration 
    Title:
    Reassign service request
    Summary:
    service request to be routed to the initial owner
    Content:

    Hi Team,

    I would like to reassign a service request to the initial owner who assigned to a particular group. 

    For example, I am creating one service request and it will be assigned automatically to an agent(Agent1) under a group as "Team1". The Agent1 will forward the request to the corresponding group as "Team2". Team2 agent(Agent2) will receive and resolve the request. Once resolved that service request will reassign to the initial agent (Agent1) since the Agent1 can able to close the service request. 

    If anyone aware of this please share your ideas to achieve.

    Thanks,

    Shaheela

    Version:
    19A
  • Hamzeh Al Karmi
    Preventing certain users from viewing field values115.0
    Topic posted March 5, 2019 by Hamzeh Al KarmiSilver Medal: 2,000+ Points 
    Title:
    Preventing certain users from viewing field values
    Summary:
    Customize Service Request Status field so that certain users cannot view the value "Resolved"
    Content:

    Hello experts,

    Can I perform an action where certain users cannot view the value "Resolved" in the Service Request Status while others can? I thought of creating a custom field called Service Request Status and displaying the page that contains the custom field to certain roles but I was told it will affect the reports that display SRs based on certain statuses.

    Thank you,

  • Hamzeh Al Karmi
    Do the scripts entered in the Server Scripts screen reflect...Answered10
    Topic posted June 23, 2019 by Hamzeh Al KarmiSilver Medal: 2,000+ Points 
    Title:
    Do the scripts entered in the Server Scripts screen reflect new records only? Or do they cover existing records?
    Summary:
    Entering a script in the Server Scripts screen functionality issue
    Content:

    Hello all,

    I am currently in the Application Composer > Contacts > Server Scripts and thanks to an answer provided in my past question I have the below script for making the Email field mandatory in the Contacts screen:

    def email = nvl(Email,null)

    if(email.first() == null)

    {

    return false

    }

    return true

    Using existing contacts that were defined prior to the script, I removed the email value in the Email field and when saving the record the system saved successfully. So my question is, does the script entered in the Server Scripts entered only cover the newly created records? Or is there a way to include existing records that were defined before entering the script.

    Thank you,

  • Thiyag
    Service Request - Attachment Size LimitAnswered104.0
    Topic posted February 12, 2019 by ThiyagGold Medal: 3,500+ Points, tagged Configuration and Administration, Service Request Management 
    Title:
    Service Request - Attachment Size Limit
    Summary:
    Service Request - Attachment Size Limit
    Content:

    Hi Team,

    What is the size limit of attachment per incident?

    Is it similar like service cloud or any difference in that?

    Thanks

    Thiyagu

     

  • Rasheed Ahamed
    Imported Custom Status is not displaying in SRAnswered95.0
    Topic posted December 4, 2018 by Rasheed AhamedGold Medal: 3,500+ Points, tagged Configuration and Administration, Service Request Management, Setup and Configuration 
    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
    Image:
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