General Technical Discussions for Service

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  • Maruvada Manoj


    I think with HCM Cloud Adapter, we can create connection and then process via Oracle Integrating cloud(ICS) to Service cloud.



  • Kishore Madhavan

    @Luuk: Has anything changed recently from Aug 16 or it still stays the same?

    @Vijay Jayavarapu : Have you tried using Osvc's REST API for Integration btw HCM Cloud and Oracle Service and how did it go?


  • Aaron Aitken

    Hello All, 

    I have been able to add a search function to this page (Please see code Snippet) that looks to our knowledge base and can pull up the searched Item correctly. I am still looking to find out how to feed the search output back to the page so that when the user enters their account information (mailing address, phone etc.) it can be saved as a new registration record.

    NOTE: We would  also need to have the email address field validate against the emails already in the user database.  

    Also looking for any information on how the widgets connect in to the back end to redirect user input, how widgets can be made and made to interconnect with one and other. 

    Any assistance is greatly appreciated! 



  • Pramod Vasudeva Murthy

    Sorry, Sebastian.

    I had some trouble in setting this up. I had used global filters and need to have a contains filter in the text area. So my scenario is:

    I have a text area field, pass search text from filter and do a contains check in that field. I am sure of latter but not sure of inital setup.

    How do I pass values from global filters to process tab?


  • Sebastiaan Draaisma

    Hi Amy.

    Thanks for the update and document. I'm afraid you placed your topic in the wrong forum. This is the Oracle Service Cloud forum (a different product). Your forum may be one of these forums:

    Welcome to the Procurement Discussion Forums!

    These forums are intended for Oracle Procurement Cloud customers and partners to network and collaborate on real-life challenges, solutions and best practices.

    Welcome to the Financials Discussion Forums!

    These forums are intended for Oracle Financials Cloud customers and partners to network and collaborate on real-life challenges, solutions and best practices.

    Please create your topic in the the correct forum and mark this one as solved as people in this forum are unable to help you as we are specialized in a different product.

  • Amy Chan


    We are using Oracle Financial module in cloud basis. We would like to add logic validation on standard field in cloud.

    Please see my screen print and show me the workspace rule location.

    Many thanks.

  • Sebastiaan Draaisma

    Hi Amy.

    Do you mean a message for the agent within the agent desktop or a message on the customer portal, or maybe in reporting?

    All of these are possible. If the message has to be a popup message for the agent handeling the case this would have to be done through a workspace rule. If its on the customer portal it will have to be done through javascript and if it's in a report a simple IF statement would do the trick.


    if(incidents.c$customfield LIKE 'ABC%','Starts with ABC','ELSE')

    Javascript example

            document.getElementById("rn_TextInput_11_Incident.Subject").onchange = function() {myFunction()};

    function myFunction() {
        var x = document.getElementsByName("Contact.Emails.PRIMARY.Address")[0].value;
    if (x == "") {
        document.getElementById("Message").innerHTML = "Don't forget to state an email address if you would like an answer from us";

    Workspace rule

  • Brian Webb

    We just finished working with one of our customers to create a BUI plugin that agents will use to scan the employees barcode on their badge/id card using a scanner which then pops up the employee profile in BUI.   


  • Sebastiaan Draaisma

    Old topic but I will just add the info here for others to use.

    I will attach a report that will show the new & original incident.

    The report has 2 filters. One that filters on threads.entry_type which for INC_CREATED_DUE_REPLY_MSG is always a note. The second filters on the account that created the note which is always account id 1 (administrator).

    The report uses a custom script on 2 semi hidden columns (5 pixels width and play with borders to make it "hidden") where a regular expression is being tested on the thread and key. The key value comes from a report variable that will get the correct string through:

    substr(msg_lookup(25040),1,(instr(msg_lookup(25040),'%')) - 1)

    Because the report retrieves the correct string from the message base, this report should work on any OSVC language id and customized message base entries.

    The aditional information is retrieved from the database through a ROQL query and can easily be expanded. A similar solution with some aditional PHP would allow you to assign the new incident to the original queue, agent and other fields of interest.

  • Pramod Vasudeva Murthy

    Thank you, Sebastian.

    I haven't had a chance to look at this lately, will try to experiment on this.


  • Sebastiaan Draaisma

    I reported this as a bug. It's a product defect.

    Check & change your report names as a possible workaround.


    Hi Sebastiaan,
    This issue has been identified as a software defect which has been assigned to our product development department. The defect will be scoped and corrected in upcoming update for the Browser UI (BUI).

    The defect is element manager is unable to export a report when its name contain special characters > < - or ?.  The workaround is to rename or copy with a new name before exporting it.

    After scoping the fix, the development team will schedule the work and determine the target release. The target release depends on the severity of the defect and the significance of the necessary code changes.

    We are unable to provide you a date on which you can expect a fix, but we will update this service request again in the future when the solution has been included in an upcoming update for the Browser UI (BUI) and it is available for testing in your test environment.

    If you would like more information on the update schedule please view the following Answer Link:
    Browser User Interface Updates.

    If you have any further questions about this issue or are having problems with the workaround please update this service request.

    Kind Regards,

    James Newhall | Principal Technical Support Engineer, Oracle Service Cloud
  • Mohana Gopal Selvam

    Hi Sebastiaan,

    Thanks for your response. Since we need to keep our configuration in Test instance, I want to update the Test site without refresh.




  • Sebastiaan Draaisma

    The idea you linked you is upgrade without refresh.
    If you don't mind the refresh (not really clear in your original request) then you are already able to do this through the configuration assistant.

    This is called re-create and update (see attached screenshot)

  • Mohana Gopal Selvam

    Just noticed this is in pipeline.



  • Sebastiaan Draaisma

    Also, when using this in an exsisting report, code may need to be changed if you already use variables.
    As these will be available in an array you would probably need to change this line:

    $var = $filtersAndVariables["param_args"]["param_item0"]["val"]; // Assign report variable value to $var

    Use print_r($params,true) to catch the array value id when using multiple variables.