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Fusion Service
Discussion List
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END OF LIFE NOTICE: Classic Sales and Service Experience in FusionOracle is announcing the retirement of the Classic Sales and Service user experience in upcoming Fusion releases. Beginning with the 26D update, the Classic interface wi… -
Regularly Updated - Redwood Resources for Oracle Fusion ServiceIntroduction: Fusion Service Road to Redwood and AI - Webcast Replay 5 reasons to move to Fusion Service Redwood Fusion Service Demo Demo and Benefits of the new Redwood… -
Service and Field Service Leaders: Join us for CX Solution Overview demo hours!Have you seen a demo of our Service Automation Suite? Responding to customer feedback and interest, we’ve launched an ongoing series of regularly scheduled Oracle CX Sol… -
Gartner Names Oracle a Leader for CRM Customer Engagement CentersOracle has just been named a Leader in the 2025 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center for the thirteenth consecutive year. We believe this sust…
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New! AI Agent Collaboration CenterWe are excited to introduce the AI Agent Collaboration Center – a dedicated space for our community members and Oracle, to showcase, exchange and explore real-world AI A…
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Oracle AI World 2025 Sessions on Cloud Customer Connect (Upcoming and Replays)With an extremely successful Oracle AI World in the books, the Oracle Service Product Management team is hosting a series of webinars that we presented live at the confe… -
Fusion Service Redwood Extensibility Guide🚀 A collection of videos and resources to assist you in implementing Fusion Service Redwood. This list is continuously updated, so be sure to bookmark this post and chec… -
25D new features queryIn reference to the new feature 'Support automated archival of Service Requests', what will be the retrieval process of SRs for the team working on Service requests? Mor…
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How to initiate chat in Fusion service- redwoodSummary: Chat in B2B Service center is not getting connected, we have chat initiated in DCS and we want that to be received by an Agent in B2B after enabling all the pro…
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Doc ID 2787237.1Summary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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How can we enable edit and delete option for internal notes and customer notes in service requests?Currently, Internal Notes and Customer Notes in Service Requests cannot be edited or deleted, which leads to outdated or incorrect information remaining in the system. I…
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Unable to reply to the email received through creating the conversation in Case.Summary: In Case Management i am creating a conversation and sending an email to my self but when i am replying to that email from the outlook it is not getting added in… -
How do I solve my pending supplier spend authorization after all approver has completed?I have a situation where end user submit for new supplier registration. After that the approver had approved the supplier, however the status still showing as 'A spend a…
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How to set up notifications for Service Request when an agent is already assigned to the SRSummary: What we want to know is why the agent assigned to the SR does not receive the bell notifications.
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Do we have any Workaround for search and updating address object in CX service fusionSummary: We have an account which has more than 60 plus address present, when trying to update the address from account screen it is very tough to find the address as on…
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Masking the Identity of the Customer when Sending a Service Request.Summary: Content (required): Is it possible to set up the Service Center and HR Help Desk functions to allow customers and employees to submit service requests to the co… -
Need Deep Link For Work Shift Screen in HCM ModuleSummary: Need To create page entry to access Work Shift Screen under Setup and maintenance Content (required): Need To create page entry to access Work Shift Screen unde…
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How to stop navigation to work order creation page?Summary: Hi @Sono Chacko-Oracle @Edson Junior, Oracle could you please guide me to implement below use case? Our requirement is that when the EBSSRContact_Id_c field is …
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Unable to add button bars for Case Management in the Cases Details page.In Case Management details page oracle has delivered some button bars - "Assign to me" , "Create Appointment" , "Compose Notes" . But i am not able to find the configura…
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How to Configure Case Object NotificationThis document guides a customer to configure Case object to send a notification to a resource when he/she is added to a Case. Login to App Composer Create and enter in a…
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tax invoice print amount in wordstax invoice print amount in words in below the one lakh is showing Forty-One Thousand Nine Hundred Ninety Rupees And Forty Paise***** and above the Two Hundred Seventy-F…
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Guidance on Retrieving Assets Under Service ProfilesSummary: I’m looking for guidance to get the assets under Service Profiles. What steps or methods can be used to retrieve assets under Service Profiles? Which types of a… -
Is it possible to use Email Template in Service Request "Compose Email"?Summary: We need to use Email Template in Service Request "Compose Email". How? Content (please ensure you mask any confidential information): We need to use the Email T…
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Is it possible to generate chat summary in wrap-up notes in service center redwood?Summary: Hi @Edson Junior, Oracle , @Karyn Kurland-Oracle it is possible with Oracle Service Center in the Redwood User Experience — you can have the system auto-generat…
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Font used by OECContent I'm creating a website that will be added to the Service Request Detail page as a mashup content. Anyone know's what's the font being used by OEC so my website w…
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how to populate ebs sr number in service request object from custom object?Summary: Hi @Edson Junior, Oracle @Sono Chacko-Oracle, Could you please guide me on the below implementation? We have a requirement related to EBS SR creation. From the …
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How can we define payment method on Service Request ScreenSummary: Hi, How can we define payment method on Service Request Screen? How I will make sure that Service Billing which I am generating into Order Management as a Bill … -
Query on Impact of 25D New FeaturesChange Asset Addresses and View Additional Subscription Details We need to understand whether updating the asset address through this feature applies the change only wit…
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Improve Agent Efficiency with the Button BarSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Redwood Features and Service Center BehaviorHi, we had already opened service requests about this last year and we were told that Redwood does not support After Create triggers. We wanted to check whether this is …
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Is it possible to update solution notes automatically when service request is closed?Summary: Hi @Edson Junior, Oracle @Karyn Kurland-Oracle, with the help of Generative AI features is it possible to update solution notes automatically when service reque…
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Warranty Field Missing on Asset Default PageSummary: The Warranty field is not visible under Service > Assets > Default Page for an Asset, unlike in the demo instance. Please guide us we really need this supplier …
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How to assign agents automatically in Help Desk?We need to know how to automatically assign the corresponding agents of the categories The steps were performed: Create queues for categories (Task - Manage queues for H…
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In Redwood UI, the action plans are starting automatically as soon as they are associated with SRWe have created multiple Action Plan templates that we associate with Service Requests. In the Redwood UI, when an Action Plan is added from the Action Bar of the SR, th…
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Is it possible to change the default sorting of a subtab?Hello, We need to change the default sorting of a standard subtab on Service Request object page. In the service request object there is a subtab in which the contacts o…
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Is Oracle fusion maintenance available for mobile devicesSummary: We have a requirement to execute maintenance work orders in mobile devices like tablets or hand held devices. Content (please ensure you mask any confidential i…
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Unable to Use AI Agent Team in Service Center UISummary: We have created an AI agent team using a Admin user; however, the agent is not available for selection or use within the Service Center object UI in Smart actio…