Automatic Expansion of Service Request Messages in the Redwood Service Center

You can now automatically expand all Service Request (SR) Messages in the SR Details page within the Redwood Service Center user interface. By setting the ORA_SVC_MESSAGE_SET_EXPAND_MODE profile option to Yes, all messages will be displayed in full view when you open a service request.

Here is what the service request looks like when the Messages are collapsed.

SR Message Collapsed

SR Messages Collapsed

Here is the same service request after the profile option is set to Yes and expanded by default.

SR Messages Expanded

SR Messages Expanded

This feature makes it faster and easier for you to read and review all messages in a service request. It improves productivity by eliminating the need to manually expand each message, helping you resolve issues quicker and deliver better service.

Steps to Enable

Follow these instructions to change the profile option. You must be logged in with an administrator role.

  1. Navigate to the Setup and Maintenance area in your application.
  2. Search for and select the Manage Administrator Profile Values task.
  3. Search for the profile option code: ORA_SVC_MESSAGE_SET_EXPAND_MODE.
  4. Set the value to Yes.
  5. Save your changes.

Set Profile Option

Set Profile Option

After enabling this option, all messages in the SR Details page will be automatically expanded for easier review.

Tips And Considerations

The profile option is a site level option and will be applied to all users.

Access Requirements

Customer Service Representative