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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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UPDATED -- 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… -
Get Faster Fusion Service Extensibility Answers with the Fusion Service Extension Assistant AI SkillImplementing and extending Oracle Fusion Service can involve many decisions: where to add a field, which page can be customized, how to use an event, or whether a requir… -
Join us to learn more about Policy Nodes for Service!Curious to find out more about the Policy builder that was released in Oracle AI Agent Studio in 26C? Join us to see how this new capability transforms Service policies … -
October Interactive Demo Hours: Retention & Delivery Excellence (Service & Field Service)Always live, never recorded! It's that time again. Interactive demo hours are scheduled for October. In this one hour showcase, you’ll get an in-depth look at Oracle's b…Kayleigh Halko - Oracle-Oracle 71 views 0 comments 0 points Started by Kayleigh Halko - Oracle-Oracle -
July Interactive Demo Hours: Service AutomationAlways live, never recorded! It's that time again. Interactive demo hours are scheduled for June. In this one hour showcase, you’ll get an in-depth look at Oracle's best…Kayleigh Halko - Oracle-Oracle 121 views 0 comments 0 points Started 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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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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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…
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How to standardize Contact names to Proper Case in CX Sales / CDM (import and merge)We import Contact data from CRM, ERP and Website into CX Sales / CDM. Names arrive as ROHIT SHARMA, rohit sharma and Rohit Sharma. We want them stored as Rohit Sharma. O…
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BPM Approval Notification ServiceRequestDetails Deep Link redirecting to Classic ADF UIIn Service request, we are triggering BPM Approval flow from Redwood layout but in approver notification the SR Details page deep link is navigating us to classic ADF la…
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How can I capture Category from an inbound email?Summary: I would like to be able to capture the category in the inblound email so that the request would automatically be assigned to the a queue and resource. Content (… -
Milestone / SLA Setup for Oracle Case ManagementSummary: Hi Community, We are implementing Case Management on Oracle Cloud and are looking to configure SLA / Milestone tracking on cases. However, we do not see any Mil…
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Service Redwood - Unable to make Status and Queue fields as Read OnlySummary: Hello, I have a simple business rule on the Service Request — I want to make Status and Queue fields as read-only for Customer Service Manager users. I was able… -
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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Deletion of unused fields in Oracle fusionSummary: Organization Name logging the idea on behalf of customer: Diebold Nixdorf Description (Required): Currently in Oracle Fusion Application Composer, once a custom…
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How can I get Save as Draft when responding to an inbound email from the activity streamSummary: I am able to use Save as Draft when I use the Compose Email action, but I do not see it when replying to an inbound email in the activity stream. Content (pleas…
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FFS - Preventive Maintenance Work OrderSummary: We have enabled Fusion Field Service and as part of it, we want the 'Create Service Work Orders for Preventive Maintenance' to create work orders directly of ty…
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How to Restrict Service Agents from Updating Service Requests Assigned to Other Agents?Summary Need to prevent service agents from updating or resolving Service Requests that are assigned to other agents. Agents should only be allowed to update a Service R…
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Validate SR Category Selection on Value Change on Creation PageSummary Need to prevent users from selecting parent categories in the Category field during Service Request creation and allow only leaf-level categories. Looking for a …
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How to Display Custom Field Updates in the Activity Stream on the SR Details Page?Summary Need to display updates to custom Service Request fields in the Activity Stream on the Service Request Details page, similar to how standard field updates such a…
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How to Lock Saved Searches and Filters on the Service Request Landing Page?Summary Lock Saved Searches and Prevent Users from Modifying Filters on the Service Request Landing Page Need to restrict users from modifying, removing, or changing fil…
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How to Make a Field Read-Only After Save on Redwood Service Request Pages?Summary Need to make a field (BSG Action LOV) editable during Service Request creation but automatically become read-only after the record is saved. Looking for a suppor…
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How to Dynamically Default the “To” Email Address in Compose Email?Summary Need to automatically populate the To email address in the Compose Email panel with either the Service Request creator’s email address or the assigned resource’s…
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How to Prevent Users from Updating or Deleting Attachments After Service Request Creation?Summary Need to prevent users from updating or deleting existing Service Request attachments after creation while still allowing them to upload new attachments. Content …
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How to Make Problem Description Read-Only After Service Request Creation on Redwood Details Page?Summary Need to prevent users from modifying the Problem Description after a Service Request has been created. The field should remain editable during creation but becom…
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How to Conditionally Display Quick Actions Based on Service Request Field Values in VBS Redwood UI?Summary Unable to conditionally display Quick Actions based on Service Request status, ticket type, and assigned resource on the Redwood Service Request Details page. Co…
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How to Access Service Request Record Values from Action Chains in Redwood UISummary: Unable to Retrieve Field Values Using getFieldValue() in VBS Action Chains on Redwood Service Request Details Page Content (please ensure you mask any confident…
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Hide All Action Bar Actions and Display Only Selected Actions Based on User RolesSummary: VBS Redwood Service Request Details Page – How to Hide All Action Bar Actions and Display Only Selected Actions Based on User Roles? Content (please ensure you …
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How to Show or Hide Recommendation Cards on the Service Request Details PageSummary This article guides you through the steps to show or hide specific recommendation cards—such as Action Plan, Interview, Similar SR, and Knowledge—on the Service …
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How to display Qualification Plan BalanceWe have a requirement where the Sick entitlement is 12 days per year. If the leave is more than 3 consecutive days then three consecutive days are paid and remaining are…
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How to navigate directly to Contact 360 from a Service Request in Redwood Service Center?Summary: Hi All, Content (please ensure you mask any confidential information): When an agent opens a Service Request and clicks the Contact name, the application first …
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Configure Service Request Resolution WorkflowSummary This example describes the 26B template-based configuration of Service Request Resolution Workflow, which combines classification, clarification, and resolution …
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Limiting visibility of recipients (To/Cc/Bcc) in HR Help Desk requestsHello all, When an employee opens their HR Help Desk service request and accesses the Messages section, they can view the email communications associated with that reque…
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Prepare Category and Product Data Using Ingestion AI Agent for Service Request Automation AI AgentsSummary: Available from 26C, SR Product and Category Ingestion Assistant prepares existing category and product records as contextual data for AI classification and prod…
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Bursting on the basis of weekelyHi everyone, We are using Oracle BI Publisher Bursting to generate and distribute data files. Since the data volume is dynamic, the generated output can exceed the 10 MB…
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Request for API to Create Invoice-Specific Credit Memo in Oracle Fusion ReceivablesWe have a requirement to create an invoice-specific Credit Memo in Oracle Fusion Receivables through integration. Currently, we are using the REST API below to create On…
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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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Extending Case Management: how to implement validation in Create Case form?Summary: Content (required): The create button to actually create the case is not extendible, so the only other option is field validation. In this case, we need validat…