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- 1 Questions and Answers
- How can I prevent a new SR from being created when a customer replies to an email notification that’s set up using Groovy scripts or object workflow?
- How do I create a custom field?
- How do I assign users to a user group in Knowledge?
- How do I add a custom field created in Application Composer?
- What's Service Request Similarity?
- How do I run the Publish Feed Elements job to index activities?
- Where do I find resources for Oracle Fusion Service Analytics?
- What are the Activities setup tasks?
- What are Follow notifications?
- How do I create Oracle Digital Assistant as an agent?
- How do I synchronize users and roles to Oracle Identity Cloud Service?
- How do I create a job to read messages?
- How do I enable users to edit their internal notes and customer entry messages?
- How do I create cases or SRs by interview?
- How do I schedule deletion of inbound emails that were previously retrieved from Exchange Server?
- How do I delete messages from external email applications?
- How do I define data security policies for custom roles?
- How are SRs deleted and how can I recover an SR that was deleted by mistake?
- How do I hide quick actions from the home page?
- How can users access both Sales and Service apps?
- How do I add a custom field to the landing page for Adaptive Search?
- How do I add articles as favorite?
- How do I make the File Import and Export task visible in Navigator?
- How can I restrict certain file formats from being uploaded?
- Why can't I see any data in my knowledge reporting dashboard?
- Why are there random breaks in auto-generated SR number sequences?
- How do I set up Fusion Knowledge Management in the Redwood User Experience?
- How do I update multiple service request records at the same time?
- How can I embed a video in a knowledge article?
- Why can't I start a workflow to review a knowledge article?
- Why can't I add attachments to a knowledge article as an author?
- Why can't I find users in the Knowledge Users UI?
- What's the maximum attachment size?
- Operating system and browser notification settings
- How do I purge Service activities?
- Why can't I edit my articles in source mode as a knowledge author?
- How do I collect Service Center Chat client logs?
- How do I color code the Service Request Severity field?
- Does searching for knowledge articles also include article content?
- In what order do service requests appear on the list page with no filters applied?
- Why can't I suggest improvements to knowledge articles from the Knowledge application?
- How do I configure search for other attributes on the Contact Search page?
- How do I change the default subject line in a service request?
- How can I automatically add an action plan to a service request?
- What roles and privileges are needed to view nested tabs?
- What's Service Profile Management?
- How can I use a Smart Action to open a dialog box?
- How do I configure notifications in Knowledge?
- How do I view All Service Requests?
- Enable Notifications in the Redwood User Experience
- How do I set up internal conversations between the Classic UI and the Redwood User Experience?
- How do I hide the dashboard icon from the Service Request list?
- What's Import and Export Management?
- Why do I get the "Attribute contains invalid HTML" error when updating a knowledge article?
- How do I hide the author name for the knowledge articles that appear in Help Desk?
- How do I enable ratings for knowledge articles?
- How do I suggest knowledge articles to employees when they are creating a Help Desk request?
- Are there any webinars or demos that show the features of Redwood Knowledge Management?
- How do I enable business units for Knowledge in Help Desk?
- How can I automatically update service or help desk request status after a customer response?
- How do I filter recommended knowledge articles based on the category of the Redwood Help Desk request?
- Can I create a new service request or work order from the Service Center homepage?
- How do I manage actions that are exposed to users in the Actions Bar?
- How do I use Adaptive Search for Fusion Service?
- Can I get a record of returned emails?
- How can I save column widths on the Service Center home page?
- What are recommended practices for creating queues?
- What are scheduled processes?
- How do I update existing setup data?
- How do I manage categories?
- How do I change lookups?
- How do I define a catalog for Service?
- How are inbound messages processed?
- How do I use inbound message filters?
- How do I view analyses using OTBI?
- How do I export and import assignment objects and rules setup data?
- What's Computer Telephony Integration (CTI)?
- How do I configure screen pop pages?
- How do I manage SmartText entries?
- How do I set up inbound and outbound email?
- How do I automatically route chat work assignments to agents?
- How do I configure an email channel?
- How do I configure a job to process inbound emails?
- How do I configure profile options for inbound and outbound email?
- How do I monitor milestones?
- How do I assign work to agents?
- How do I set channel capacity?
- What are the Media Toolbar APIs?
- How do I access Knowledge in Service Requests?
- Why can't I create articles in Knowledge Authoring?
- How do I enable productivity tools?
- How do I use keyboard shortcuts
- How do I update a work order?
- How do I define email templates?
- How do I enable features and profile options for chat?
- How do I enable email notifications to monitor milestones?
- What are action plans?
- How do I manage action plan actions?
- How do I manage Action Plan templates?
- How do I enable multiple Business Units Fusion Service?
- How do I set the scope in Service BU setup?
- Overview of optional setup tasks for Service BU
- How do I manage resource teams?
- Why can't I find newly created articles, categories, and products in Knowledge Authoring and My Knowledge?
- How do I add concepts and synonyms?
- What are entitlements?
- How do I set up milestones and coverages?
- How do I create standard coverages?
- How do I create a coverage schedule?
- How do I create default coverages?
- How do I change acknowledgment messages for inbound email?
- What are the SR profile options?
- What are the Service Request Managements scheduled processes?
- How do I import service request data?
- closeCommEvent
- How do I set notification preferences?
- What happens when I change queue properties?
- How do I define notification triggers?
- How do I set up groovy notification triggers?
- How do I enable notifications?
- How do I assign agents to work items?
- How do I enable tagging of service requests?
- How do I add overflow queues to a queue?
- How do I enable overflow resources for a queue?
- How do I configure Multichannel Architecture (MCA) profile options?
- How do I view the milestone diagnostics report?
- How do I configure the prefix and radix?
- How do I validate my inbound and outbound email setup?
- How do I use Service Logistics Parts Order with work orders?
- How do I do an advanced search on service requests?
- How do I create and edit private SmartText entries?
- How do I create and edit public SmartText entries?
- How do I use SmartText?
- What are the Service Request Details Summary page options?
- How do I add a redirect URL in my Slack app?
- How do I enable Installed Base Assets for service requests and work orders?
- How do I configure profile options to display an email thread?
- What's the life cycle of a service request?
- How do I register or unregister access points for inbound email?
- How do I add Visual Builder roles?
- Retrieve the Oracle Visual Builder URLs
- How do I set the From Name in outbound emails?
- What are the SmartText naming conventions?
- How do I create a service mapping?
- What are the milestones for multiple BUs?
- How do I enable subscription coverages for entitlements?
- How can I be notified when a customer replies to a message?
- How do I use Groovy script to notify an agent that a service request has been assigned?
- What are the predefined knowledge roles?
- Can I view an expired milestone sample script?
- How do I assign a service request to an agent's queue?
- How do I set agent capacity?
- How do I set agent availability?
- How can I be notified when a customer replies to a message?
- How do I manage assignment objects?
- How do I manage assignment rules?
- How do I create a copy map?
- How do I configure a scheduled process?
- How can I give users access to create parts orders using service requests?
- How do I enable deep links to KM articles in outbound emails?
- What are the prerequisites for survey integration using SurveyMonkey?
- Can I use surveys?
- What are overflow queues?
- What happens to closed service requests?
- How do I configure profile options to enable the Partner Media toolbar
- How do I implement user groups in Knowledge?
- How do I set up a role with read-only access?
- How do I enable Service Center?
- What are the ready-to-use privileges and roles?
- How do I add, hide, or rearrange fields?
- How do I add a read only custom field using VB Studio?
- How do I make a field read only or required?
- How do I add conditions to a form using VB Studio?
- How do I use notifications?
- How do I close a service request?
- How do I update service request fields?
- How do I compose messages?
- How do I duplicate a form in Visual Builder?
- How do I extend my application?
- How do I map work order attachment fields?
- How do I start an internal conversation?
- How do I use SmartText in service requests?
- How do I enable users to create an audit trail?
- How do I search within fields on Create and Details Pages?
- What are the MCA Lookups?