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For more information, please refer to this announcement explaining best practices for getting answers to questions.
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Fusion Service
Discussion List
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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… -
Join us for the Fusion Service Product Council and Oracle AI World 2025 October 12th-16th!Join us in Las Vegas, October 13-16, 2025 to learn why organizations worldwide are flocking to Oracle for the latest AI innovations—and how we can help future-proof your… -
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… -
Fusion Service Roadmap Updates [2025]CX – Service: Fusion Service Release Details for 25D [November 2025] Join the Oracle Fusion Service Product Management team as we demonstrate key features and functional… -
How to set Category field with standard template as required in Fusion Service RedwoodHi, We want to make the category field as "Required" on Create page of Service Request but I am not able to Duplicate the standard template assigned to category. Please … -
How to redirect to Redwood when clicks on results in Global SearchSummary: Hello community, I have enabled Global Search to search Service Request and Work Orders, it's works fine but when I select the result the classic UI opens: What…
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Fields Cleared on Save in 25C but Data Saved in DatabaseHi, In 25C, some fields are getting cleared when the service request record is saved, but the data is being saved in the database. Thanks, Babasaheb Pandhare
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Conditional Display of Custom Homepage Menu Links Based on User Language in Oracle FusionHi all, Has anyone worked on enabling or disabling custom home page menu links in Oracle Fusion based on the user's Default Preferred Language (set in Fusion User Defaul…
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SR summary isn’t taking SR number dynamically, even though the prompt says to fetch it from urlSummary: For the SR custom agent, fetching the SR number dynamically isn’t working. While smartActionMetrics allows dynamic retrieval of the activity number, it’s unavai…
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Custom Message Update Email Notification is not working ExpectedSummary: I have created a Custom Message Update Email Notification by creating a trigger and using the Groovy Script, When the Employee will reply on to the Service requ… -
Oracle B2B Service - How to Identify Resources in BulkSummary: Security Console User conversion into resource, currently we're doing it manually via Resource Directory and Identifying the employee as resource Content (pleas…
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Telephony integration in Redwood: Build your CTI toolbar as a Visual Builder App UIYou can leverage Oracle Visual Builder to implement your CTI toolbar application without needing to use a standalone web server for the deployment. Note: You must be fam… -
Disable AI Support AssistantIs there any way to disable the AI Support Assistant when clicking "Create Service Request"? It's an unnecessary extra step when creating a ticket. I can use a search en… -
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…
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External collection - Collection with authentication is not working.Summary: External collection - Collection with authentication is not working. Content (required): External collection: can we add enternal respository data to B2B knowle…
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Not able to get the Items in Select and add products in Product Group setup under Service CatalogSummary: Not able to get the Items in Select and add products in Product Group setup under Service Catalog Content (required): I have to build a new Service Catalog of p…
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What are the capabilities which we get in Fusion Service and Field ServiceSummary: What are the capabilities which we get in Fusion Service and Field Service Content (please ensure you mask any confidential information): We are looking to impl…
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Time Gap Between ESS Jobs in Job SetHi Team, I have a Job Set with two ESS Jobs, and I need the second job to start 1 hour after the first one finishes. And also wanted to know what the maximum amount of t…
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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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Service Request is not automatically created by incoming emailHi team, We're trying to configure Inbound emails to automatically create Service Requests in CX Service module. We've done the below configurations: Used the standard E…
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How can we restrict the categories with Multiple business unit?Summary: I wanted to Restrict access to Categories scan be done setting up Multiple Business Units where categories can be managed via Business Units. But this is not wo…
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Create Service Request via TemplateWe’d like to confirm whether there’s an option to enable or configure templates for Redwood Service Requests. The expected flow is: Create Service Request → Select a Tem…
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Does creating a service request require Accounts to be imported in CX from Oracle ARSummary: Oracle AR has party, customer and site created. To create a service request does it require to create accounts in CX or can the party be used directly in Oracle… -
Service Request foldout panel not getting updated immediatelySummary: Hi @Edson Junior, Oracle @Jithesh Vijayakumar-Oracle @Sono Chacko-Oracle @Karyn Kurland-Oracle We have designed custom foldout(Product Info) panel on service re…
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Auto populate Account information on Service Request based on Site selectedSummary: Users only have information for the site where the service request needs to raised. Need to populate the Account related to the site automatically. Content (ple…
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Get ER Model and Data dictionary of a Fusion CX instanceHi. Is there a way to get the entity-relationship model and the data dictionary of a Fusion CX instance? Regards,
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Is there anyway we can restrict queues via customise the dsps?Summary: I need to restrict queues so that users can see all the queues except one. Content (please ensure you mask any confidential information): Version (include the v…
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When a Help Desk ticket is resolved, there is no notification or feedback sent to the requesterSummary: Hello Team, As per the customer review feedback When a ticket is resolved, there is no notification or feedback sent to the requester either by Bell Notificatio…
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Can we have Save and Close button on Service request details page?Summary: Hi @Edson Junior, Oracle Is it possible to add Save and Close button on service request details page? Thanks, Pratibha Content (please ensure you mask any confi…
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MFA - accounts in Web Service (Wallet)Helo, I have question about the application of Multi-Factor Authentication (MFA) for accounts linked to their databases, specifically regarding scenarios where their Dat…
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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 this…
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Can we create a field on Work Order Object which can hold a URL link and works as a hyperlinkSummary: Basically, we want to have a field in B2B Work Order page where that field can hold a URL Link in it and works as a Hyperlink. Content (please ensure you mask a…
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Ability to attach KM article in OB messagesSummary Ability to attach KM article in OB messagesContent As far as I have observed, we can either insert KM content as text or send KM article as hyperlink in Outbound… -
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 …