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To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
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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May Interactive Demo Hours: Service AutomationAlways live, never recorded! It's that time again. Interactive demo hours are scheduled for May In this one hour showcase, you’ll get an in-depth look at Oracle's best-i… -
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… -
CX – Service: Oracle CX Service Redwood and AI - Office HoursExcited to share that we will be hosting an upcoming Office Hours Session focused on Service Transformation. I’m pleased to be joined by Roger from Avery Dennison for an…
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April Interactive Demo Hours: Service AutomationAlways live, never recorded! It's that time again. Interactive demo hours are scheduled for April. In this one hour showcase, you’ll get an in-depth look at Oracle's bes…Kayleigh Halko - Oracle-Oracle 1 view 0 comments 0 points Most recent by Kayleigh Halko - Oracle-Oracle
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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…
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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… -
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 che… -
How to create a button to initiate a Smart Action on the SR Edit pageSmart actions can simplify navigation, making your user interface neat. But, users might click buttons without thinking about typing an action. This post will show you h…
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"Add Filter" options in Redwood list pages in Oracle FusionI have a question regarding the “Add Filter” option in Redwood list pages in Oracle Fusion. How can we: Add or remove fields from the “Add Filter” section? Is there any …
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How are AI Agents currently triggered in Service Center? (26A)Summary: I was recently reading the 26B updates and realized that Oracle is introducing SmartActions for triggering AI Agents on the Service UI (https://docs.oracle.com/… -
How to create custom drawer in Classic UI for Service Request?I’m working on the Classic UI for Service Requests and would like to create a custom drawer to integrate a third-party API. Could you please guide me on: How to create a…
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Pro Tip - Understanding Bug and Defect Handling in Oracle SupportThis Pro Tip explains how Oracle Support manages bugs and defects in Oracle applications, including how issues are evaluated, tracked, and resolved. Understanding this p…
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Pro Tip - Understanding Pod Sizing for Fusion ApplicationsThis Pro Tip provides an overview of pod sizing in Oracle Fusion Applications and explains how resource allocation impacts system performance. Pod sizing ensures that ap…
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Pro Tip - Understanding Customization Guidelines in Oracle SupportThis Pro Tip provides an overview of Oracle Global Customer Services Customization Guidelines and explains how customizations impact support interactions. Understanding …
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Pro Tip - Navigating Help Center DocumentationThis Pro Tip provides an overview of Oracle Help Center documentation and explains how to effectively navigate available resources. The Help Center offers comprehensive …
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Pro Tip - Understanding Patching Options for Fusion ApplicationsThis Pro Tip provides an overview of patching in Oracle Fusion Applications, including available patching options, scheduling, and best practices for managing updates. P…
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Pro Tip - Escalations and Manager Requests in Oracle SupportThis Pro Tip provides guidance on how to request management attention for a service request (SR) within Oracle Support. The escalation process is designed to ensure that…
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Pro Tip - Understanding Quarterly Updates for Fusion ApplicationsThis Pro Tip provides an overview of Oracle Fusion Applications quarterly updates, including what they contain, how they are scheduled, and how to prepare for them. Quar…
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Pro Tip - Creating Environments in Oracle Cloud ConsoleThis Pro Tip provides an overview of how to create Fusion Applications environments using the Oracle Cloud Infrastructure (OCI) Console. Creating environments is a key s…
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Business event not getting triggered for LocationsWe have a requirement where we want to sync up Locations from Oracle to a external system.The updates should be real time .There is a business event by the name location…
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How to default SR Details to expanded view modeService agents often need to access key information on a Service Request as quickly as possible. However, navigating to the Service Request Details page and then manuall…
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Unable to see Service Request icon on Homepage or Navigator after enabling Service offeringSummary: I have enabled Service Offering. On the homepage or Navigator the Service Request icon is not visible. The structure page shows the EL expression as shown in th…
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How to implement account create as a drawerBy default, creating an account from a Service Request forces the agent to open a new browser tab, create the account there, come back to the SR, and search for it manua…
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Pro Tip - Working with Implementation Support Leads (ISLs)This Pro Tip provides an overview of Implementation Support Leads (ISLs) and explains how they support your organization throughout the implementation lifecycle. ISLs se…
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Unable to submit create service request for Preventive MaintenanceHey Team, As a part of seeded functionality , We have created Maintenance PM work order from Maintenance program and tried to submit the " Create Service Work Orders for…
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REDWOOD: How does the interaction tab in service request worksSummary: New feature of Service Request in Redwood UI includes the Messages, Interactions and Conversations. I know messages contain all messages of SR records including…
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Pro Tip - Understanding Oracle Technical Support PoliciesThis Pro Tip provides an overview of Oracle Technical Support Policies and explains how they define the scope, procedures, and service expectations when working with Ora…
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Pro Tip - Using the Support Site for Fusion ApplicationsThis Pro Tip provides an overview of the Oracle Support Portal and its main features for Fusion Applications users. Understanding how to navigate the support site enable…
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Pro Tip - CCC Best Practices for Asking Questions EffectivelyThis Pro Tip explains how to effectively use Cloud Customer Connect (CCC) to receive faster, more accurate answers from the community. By following a structured approach…
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What is service profiles? How to implement and use in CX?Please provide some documentation related to service profiles -
Filter technicians based on Work Order AreaSummary: We are trying to filter technician based on Work Order Area. What we are doing: So, in Fusion Service, we are creating a work order, there we are entering data …
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Set all fields in the SR collapsed panel to read-onlySummary: Set all fields in the SR collapsed panel to read-only. I configured the form to be read-only, but this only applies to fields without templates. For fields that…
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Assign as a resource a non-worker in help deskWe have a non-worker who needs to be assigned as a resource. When assigned, it is not found, only the Employee, Contingent Worker and Partner Contact values are availabl…
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Create Automatic Receipt BatchSummary: Has anyone run "Create Automatic Receipt" via Schedule New Process: Create Automatic Receipt Batch. Content (please ensure you mask any confidential information…
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Can a single fusion service Work Order be converted to multiple activity with different activity typHi, Based on the 26A update, we see that a single fusion service Work Order can be associated with multiple Field Service Activities. Does this mean that, against a sing…
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Identity upgrade pre-upgrade clarificationsWe are using federated SSO. Creating a new SP in Identity provider system: For pre upgrade tasks, when we create a new SP in corporate Identity provider, and then for up…
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Scheduled Custom Groovy Object Function not found when invoked by ESS job on Custom ObjectHi everyone, I’m facing an issue with a Scheduled Custom Groovy Object Function in Oracle Fusion Application Composer, and I’d really appreciate some insight from anyone…