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Fusion Service
Discussion List
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How is Resource Teams used in Internal Help Desk Next GenSummary: We are implementing Internal Help Desk Next Gen. I was able to create a Resource Team and add it to a Queue. My question is, where do I add it to the Internal S… -
How to Enable and Test Service Request Summarization with Generative AI in Fusion ServiceSummary This guide explains how to enable the Service Request (SR) Summarization feature in Oracle Fusion Service. The feature uses Generative AI to automatically create… -
how to enable redwood for subscription managementSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t… -
What is service profiles? How to use and create in CX?Summary: Hello Can any one explain about the service profiles object usage and How to create the service profiles in CX? Currently create option is not available for ser… -
Oracle BPM Workflow Rule Configuration and Approval Hierarchy ReportingThe client is requesting a holistic configuration‑level view of all approval workflows configured in Oracle BPM covering both ERP and HCM modules. The focus is strictly …
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How to show Hierarchy on Category Field with Standard Template?Summary: How to show Hierarchy on Category Field with Standard Template? Content (please ensure you mask any confidential information): Not Version (include the version …
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Security for Internal Service Request DataSummary: Dear All, Is there a way to restrict Internal Service Request visibility by agent or team or else in Oracle Help Desk, similar to how Maintenance Management res…
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Best practice recommended for migrating Customer Work Orders & associated FFS activitiesDear team, We have a requirement to Bulk upload Work Orders in Fusion Service which must create activities in Fusion Field Service. We are planning to use Import Managem…
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How to configure Service Request escalation prediction agent?Summary: Hi @Karyn Kurland-Oracle @Edson Junior, Oracle could you please guide me how to get started with configuration of service request escalation prediction agent? C…
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M:M relationship between Customer:Address and Contact:AddressSummary: we want to implement M:M relationship between Customer:Address as well as Contact:Address. with some addresses common between Customer and Contact. Please provi… -
Is it possible for users to access Categories from multiple Business Units in Oracle CX Service?Summary: We have implemented two Business Units (BUs) in our Oracle CX Service environment: Business Unit X and Business Unit Y. Currently, users can only access the cat…
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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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Default Activity Type on Fusion Service Work OrderWe have a requirement to set the default Activity Type based on Service Request categories. However, upon review, we found that an out-of-the-box (OOTB) template is alre… -
Dependent dropdown not displaying value on Edit page because on-value-item-changed is not triggeredSummary: Hi, I'm working on an Oracle Fusion Service (Redwood UI) customization in Visual Builder Studio. I have implemented dependent Project and Task dropdowns on both… -
Fusion Work Orders - Ship Parts to TechnicianSummary: As part of fusion Work Orders ( be it generic or fusion field service work orders), is there a way a part can be shipped directly to technician instead of custo…
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Invoke request to Oracle on-prem AQ with JMS connector from OIC integration FailsSummary: Integration to deliver message to on-prem Advance Queuing with JMS connector suddenly starts failing with: JCA Binding Component connection issue. No connection…
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Automatic assignment of SR to a resource based on channelSummary: I am looking for advice on being able to assign a resource to an SR based on the inbound email channel. Content (please ensure you mask any confidential informa…
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How to pass custom fields from Service Request to Work Order on "Create WO" in VBS Redwood?Summary: Hi team, I am working in Visual Builder Studio (VBS) on the Redwood layouts for Oracle Fusion Service. When a user clicks the "Create WO" button from a Service …
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Guided Service Request Process in Redwood Service Similar to Sales OrchestrationSummary: We have a requirement in Oracle Fusion Service Redwood to provide service representatives with a guided process for resolving Service Requests while automatical…
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Help Desk: Set Field Values On Value Change of OOTB FieldsThe example below can be used with any Help Desk field such as CategoryId. Below are steps to listen to a field value change and how to set field value. Different Help D…
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How to bind oj-select-single template in Dynamic Layout to show auto-populated valuesSummary: Hi everyone, I am working on an extension in Visual Builder Studio (VBS) for Redwood Oracle Fusion Service (Work Orders / Service Requests). Business Requiremen…
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How to update "Discountable Amount" in Invoice Installments via REST API?Hi Experts, I am working with Oracle Fusion ERP Cloud – Payables Invoice REST APIs. I need to update the Discountable Amount field under Manage Installments for an invoi…
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How to include custom fields in "Find Similar Service Requests" matching criteriaSummary: We have enabled the Similar Service Requests AI functionality. Currently, similar service requests are identified based on the following standard fields: Title …
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How to perform contract novation from one vendor to another vendorHi Team, How to perform contract novation from one vendor to another vendor Please advise on this Regards, Sateesh. Content (please ensure you mask any confidential info…
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How to Enable Asset-Based Layout in Visual Builder StudioOverview Welcome to this guide on how to enable Asset-Based Layout (starting in 24B release) in Visual Builder Studio. This tutorial will provide step-by-step instructio…
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How to Launch REST trigger Agents in Agent studio from Smart Action in Fusion ServiceI am trying to launch Attachment Processing agent and Service Request Summarisation agents which have REST trigger from Service Request smart action. DO I need to use UI…
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How to make attachment mandatory in service request redwood page in oracle fusion serviceSummary: We are using the Redwood UI for Service Requests in Oracle Fusion Service and want to make it mandatory for users to add at least one attachment before submitti…
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Oracle Helpdesk Security access for VIP ticketsSummary: in Oracle Helpdesk Nextgen Can VIP tickets have restricted executive level security access and cannot be viewed by all agents Content (please ensure you mask an…
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Users are unable to search for the One-Time Address in both Service Request and Work Order screens.Summary: Users are currently unable to search for the One-Time Address fields in both the Service Request and Work Order screens. Could you please advise if there is any…
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Unable to Make a Field Read-Only on Interaction Page in Mobile Application SetupSummary: We are configuring the Interaction page in Oracle Fusion Service Mobile Application Setup and need one specific field to be read-only. For other pages such as A…