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For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
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… -
The report prompt doesn’t appear on the same page when I apply the report filter.Summary: We created a report-level prompt, not a dashboard prompt. We need the prompt and the report to remain on the same page, but when we apply the prompt filter, the…
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Load Interface File for Import scheduled process using Rest APISummary: 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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How to remove add contact button from service request edit page in redwoodSummary: @Edson Junior, Oracle, could you please help how to remove "add contact" button from service request edit page in redwood? Content (please ensure you mask any c…
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Redwood Service Un-Expected BehaviorI'm working on a Redwood service implementation, and I'm facing an issue with the Details page in Visual Builder. The page is being displayed using the Action Plan fragm…
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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…
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How to migrate Service Assignment rules criteria with inactive category or Business Unit?Summary: I am in the process of migration Classic Help Desk to Next Gen Help Desk. I've completed running job1, 2 ,3 and 4. Next step is to create assignment rules manua…
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In service request work order, looking for approval when user create new parts requestSummary: In fusion service, when service request is created and work order also created, the user goes to request parts under this work order, we were requested to contr…
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How to complete task created by another person which role is needed to give permisionSummary: If I have 2 users, User A and User B, and User A create one task under the service request. Now I want to complete that task by the User. In that case, User B i…
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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 do I fetch DFF created in Installed Base Asset in fusion service request page?DFF created in installed base asset, need to show its value in service request pages. Please guide how do I achieve that?
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How to map Queue ID in SDP Variable in Service Center layoutSummary: Hi Team , We are trying to display the ‘Assign To’ (Resources) dropdown values based on Queue Resources in Service Center Redwood. For this, we are using a Sing…
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Can we cancel the Work Order from Classic UI ScreenIs there a way to cancel the OFSC Work Orders from Classic UI Screen, you can also let me know if this can be achieved through App Composer.
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features enabled under the Gen AI enablement for the Redwood Service Center?Summary: Hi @Edson Junior, Oracle @Karyn Kurland-Oracle Could you please share the detailed list of features that have been enabled as part of the Gen AI enablement init…
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HTML Not Rendering in Message ContentHi, I have added a new section (Internal Notes) on the SR Edit page, but the Message Content column is showing HTML tags. How can I render the HTML instead of displaying…
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Calling the Custom Ai Agent From WorkflowsSummary: We have Created Custom Ai Agent which will send the Email. Custom Ai Agent: This agent will pick the Null valued fields and make custom template and send an ema…
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Recent Items for Contacts and Custom Objects in Service HomeDisclaimer: This is a reference solution which is not intended for direct use in production environments. You take responsibility for making any necessary changes to the…
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How to remove/Disable Classic SR and WO UI PageSummary: We are using redwood UI Pages for SR & WO Next gen and we don't want our users to use classic Service and Work order Page How to remove or disable the classic S… -
How to extend Oracle Fusion Service Center to add a refresh button on the Service Request List PageIn this post, I want to address the need for creating a refresh button on the Service Request List Page (under Fusion Service Center). Through Visual Builder Studio, cus…
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How to set Action Bar Properties in Visual Builder StudioOverview This article provides a guide on how to set the Action Bar Properties in Visual Builder Studio. It addresses a common need among customers to limit their action…
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Add Internal Notes Section to SR Edit PageHi , I need to add a custom section for internal notes under the Task section in the Service Request Edit page layout. But I’m not able to add it. Any idea how I can do …
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Getting 'The Feed API is currently unavailable' for service request management.Summary: Not able to display the feeds for Service Request management. Tried following https://docs.oracle.com/en/cloud/saas/fusion-service/fssug/overview-of-activities-…
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how to take service requests fields data without making extra rest callSummary: Hi @Sono Chacko-Oracle @Edson Junior, Oracle How can I retrieve the Service Request field data without making an additional REST call? I tried the following, bu…
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Can the chat estimated wait time calculation be modified?This post was created as part of a How to Service Request (SR) Release: 11.13.22.04 Summary of the question: The the average waiting time always return zero seconds, it …
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Looking for a way to Automate Custom ESS Jobs CreationWhile migrating custom ESS jobs from instance to other instance, we have to create it manually. so we are looking for a way to Automate Custom ESS Jobs Creation/migratio…
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How can hide the pagination icon from Service request pageSummary: On the Service request details page, it shows the Pagination icon, which I added in the image. This is in fusion service Need to remove or hide this Icon. Can y…
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Setting Service Console Tab Label as SR Number in Oracle Fusion ServiceDisclaimer: This is a reference solution which is not intended for direct use in production environments. You take responsibility for making any necessary changes to the…
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Open Contact in a New Service Console Tab When Accessing from SRDisclaimer: This is a reference solution which is not intended for direct use in production environments. You take responsibility for making any necessary changes to the…
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Integrating AI Agents in Fusion Service Center to Boost Agent ProductivityOverview In this walkthrough, we focused on launching an AI Agent through a Smart Action inside Service Center. It’s important to note that Ask Oracle (Chat Drawer) is a…
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How a call center can be built with FusionSummary: We want the call center feature and would like to understand whether it’s a separate product or integrated within the Fusion service, along with details on how …