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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… -
Oracle CX AI & Redwood Enablement SessionsWe invite you to join us in person for these full day, hands-on AI and Redwood enablement sessions. Don’t miss this opportunity to accelerate your transformation journey… -
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…
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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…
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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 che… -
List of values not appearing in custom fieldSummary: I have created a field with a list of values in Application Composer. The user should be able to select more than one value at a time but the values are failing…
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Exposing Child Object List on the Service Request PageAuthor: This How-to article is a contribution from @Sono Chacko-Oracle This step-by-step guide shows you how to display and manage a child object list (for example, Orde…
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Auto-populate "Original Request Number" and relationship when copying SRHi, is it possible to automatically populate the "Original Request Number" field in Service Center when copying an SR, without having to fill it in manually? Also, is it…
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How can I configure SLA in Oracle Fusion Service?Hi, I want to configure a Service Level Agreement (SLA) in the Service Request module. Can you share the step-by-step process to configure an SLA in Oracle Fusion Servic…
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if we create one-time addresses in work order, does that address show up at the party level?Summary: Hi Team, if we create one-time addresses in work order, does that address show up at the party level? If we create an address at ERP side for a account in work … -
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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Internal Note Not Showing in Activity Subview for Service Request object (Redwood)Hi team, I created 3 internal notes under a Service Request in Redwood, but only 2 appear in the Activity subview. The missing note exists in the backend (verified via R…
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Is it possible to Delete Internal and Customer Notes in Service Request?Hi, Is it possible to delete Internal Notes and Customer Notes in a Service Request after they are saved? Currently, once a note is created, we are unable to remove it. …
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Are Copy Maps for Service Request not working in Redwood?I modified the Copy Maps for Service to copy the existing Sr Number to a custom Field "SrNumberCopyText". This works fine in ADF layout where the value is populated in t…
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Do server scripts' triggers run before the update of the REST API?We currently have two triggers configured: a trigger for status update on a Service Request and a trigger for Service Request messages. Both triggers are of type AfterTr… -
Groovy Script - Defaulting Affected Party to session User when creating an SRContent We are using the 'Affected Party' field during SR creation and would like to default it to the user who is trying to create the SR. I tried to map it to the 'Pri… -
Requirement to Restrict Categories and Layouts in Agent Desktop – Redwood UISummary: We have a requirement in Oracle CX Service – Agent Desktop Redwood UIwhere we need to restrict the visibility of Service Request categories and layouts for agen…
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Add Multiple Products to a Fusion Service - Service RequestSummary: We are looking an option to link the Opportunity revenue line products (multiple lines) automatically to SR, based on the Opty number picked during the SR creat…
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' ' icon is not there next to Primary contact field in case creation page.Summary: Previously when creating a case, next to the Primary Contact field, there was a "+". If you click on this, it allows you to create an external, third-party cont… -
Unable to reply to the email received through creating the conversation in Help DeskSummary: I am creating a conversation from the help desk it is working fine, but when i am replying to the email received it is not getting captured in the Help desk req…
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Service Home Page ExtensionSummary: I’m trying to add a metric card to the Service homepage using the sample code attached, but it isn’t working as expected. Could someone please guide me on how t… -
How to Create a Custom APP UI for custom objects in Fusion ServiceAuthor: This How-to article is a contribution from @Sono Chacko-Oracle Overview This article provides a comprehensive guide for Oracle Fusion Service partners and custom…
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Notifying the activity owner of an open activity which is going overdue in the next daysDoes exists some OOTB configuration (or eventually also some customization) which alerts the activity owners, via Notification Bell, if the open activity are going overd…
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A Reusable Approach to Implementing Validations and UI Logic in Fusion Service Redwood📑 This article is estimated to take approximately 8 minutes to read, and can save you hours of implementation and research. You are welcome! 😃 📽️ Before diving into th…
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Reduce the Summary Side width in new fusion service New UISummary: Hi Team, I want to reduce the summary side and want a detail page as a expanded one without using that collapse and expand button. How can we achieve this. Cont…
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How Can we GET and SET field value from Redwood PagesHi , How can we GET and SET a field value "On Change " of Redwood Field in Oracle VBS . We have a requirement where on change of Asset field we need to update few other …
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Integrating AI Agents in Fusion Service Center to Boost Agent Productivity⚠️ The information below may still be useful as part of the learning curve, but please note that we’ve made this easier in 26A. Check out the new CX Service Action. → ht…
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Outbound Emails from Service Request Not Received by RecipientsSummary: We are encountering an intermittent issue where outbound emails sent from Oracle Fusion Service Request to external recipients via the Smart Actions "Compose Me…
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Getting below exception while calling a REST API using GROOVY script from Application Composergroovy.lang.missingpropertyexception : no such property: result for class: java.lang.string Code Snippet: def ModeSelection = [ ModeSelection :SelectMode_c, ] def respon…
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Message Template for "on create" is being sent when a message is updatedSummary: I have two separate message workflows, Create and Update, and the creation template is being sent when an SR is created AND when it is updated. System is not se…
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IS there any way to display records in table form on SR create page?Summary: We have a requirement where, while creating a Service Request (SR) from the Service Profile, we pass a custom variable through the SR URL to capture the selecte… -
Salesforce Upcoming Root Certificate Changes Effective 2/5/26. What impact does this have on Oracle.Summary: 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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Sorting Filter Values in RedwoodHi, Is it possible to sort the available values in Redwood filters alphabetically instead of by count? Thank you, Martina
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After P2T refresh, Configure Adaptive Search process running longer - HelpdeskSummary: Hi Experts @Om Yadav-Oracle @Siraj Syed -Support-Oracle @John Vakoc-Oracle, After P2T refresh, Configure Adaptive Search process running longer than usual. Cont…
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How to show Install Base Asset (SCM Object) in Service Request (CX) as Sub tabHi, We have a requirement to show Install base asset as sub tab in Service Request. Service Request resides in CX application, while install base asset in SCM applicatio…