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Fusion Service
Discussion List
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🚀 Accelerate Your Move to Fusion Service: Smarter Migrations with AI-Powered Tools - (Sep 23rd)Yes!!!! We have some great news that we want to share with you. Making the shift to Fusion Service Redwood doesn’t have to be complex. Join us to see how Oracle can help… -
Announcing: Oracle CX Partner Enablement Training Series (Sep 8 - Oct 2)We’re excited to invite all Oracle implementation partners to join our upcoming Oracle CX Partner Enablement Training Series, starting September 8 and running through Oc… -
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…
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Fusion Service Roadmap Updates [2025]CX – Service: Fusion Service Roadmap Highlights for 25D and 26A [September 2025] Join the Oracle Fusion Service Product Management team as we present the roadmap for 25D… -
Setattribute() not able to update non-null custom field in SRSummary: I have a custom text field 'Field_A' with value "ABC" in Service Request object. I want to update this value to "DEF" in a Object Function. When I try to update… -
Using REST API to Reply to Service Request MessagesHi, is it possible to use the REST API service to reply to messages in service requests? Specifically, can a message be created via REST by specifying the sender, so tha… -
How to enable Redwood UI Knowledge features for HR Help Desk ?Summary: Knowledge tile is enabled but Redwood features are not enabled also I am not able to create an Article from Authoring Classic @Chris Warner Content (please ensu…
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Can we use notification preferences to send a notification to an additional user on a ticketSummary: Hi all, We have a use case in our "Create Internal Help Desk Request" flow where a request can be submitted on behalf of another user. In such cases, we want to…
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How to get Asset location time zone on Service request?Summary: How to get the Asset location time zone on the Service request? (Redwood) AS timezones on SR are derived from user preference or coverage milestone We have requ… -
How do I solve my pending supplier spend authorization after all approver has completed?I have a situation where end user submit for new supplier registration. After that the approver had approved the supplier, however the status still showing as 'A spend a…
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Is there a restriction on number of queue configured for Fusion Service RequestSummary: As part of Fusion Service implementation, we are implementing queues and queue assignment. The queue assignment number is expected to go beyond 700 based on the…
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How to hide search knowledge smart action from oracle service center?Summary: Search knowledge smart action is not listed in app composer smart action list to enable and disable it from there, Is there any way to disable it from action ba…
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Need a Oracle Document Link that lists down OOTB Fusion Service ReportsSummary: We need to provide the client a document link which gives a brief of what are the OOTB Fusion Service Reports provided with the product. Looking for a link on d…
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Upload Attachments for Historical RecordsHello, We are implementing Fusion Service for one of our clients. They have to maintain record of historical SRs in Fusion Service. There are over 53,000 attachments whi…
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How to add a custom foldout panel to the Service Request Edit pageIn the Oracle Redwood template, a foldout panel is a user interface element that helps organize and present information in a compact and interactive way. On the Service …
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How to Automatically Assign a Queue Upon Case CreationAs of 24A, automatic queue assignment is not supported OOTB on Case creation. However, this can be achieved using Object Workflow and Groovy: Login to App Composer Creat…
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How to add an Action plan to a Service Request automaticallyHow to add an Action plan and all the actions present in that Action plan to a Service Request automatically.
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Integrating AI Agents in Fusion Service Center to Boost Agent ProductivityOverview In this walkthrough, we focused on launching an AI Agent through a Smart Action inside Service Center. It’s important to note that Ask Oracle (Chat Drawer) is a…
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Need Feasibility for Redirecting to Previous Page After Save in Service Request Detail PageSummary: In the Opportunity object, once a record is saved from the detail page, the system redirects the user back to the previous (landing/search) page automatically. …
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How can I set the default availability of a service resource to availableCurrently, we have queue resources who, when logging in, are per default 'unavailable'. As a result, they aren't assigned work items (service requests). I have tried to …
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How many licenses are used for the systemHow many licenses are used for the system
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AI Agent REST Call ErrorSummary: NULL Response for REST call in AI Agents Content (please ensure you mask any confidential information): I've created a Custom Business Object which is a REST ca…
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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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can field attribute character will be same for every instance in oracleSummary: We are using 2-3 Instances for development Fusion Service Cloud. And have a Different characters in the all Instances for a custom fields. Can it be the same fo…
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Export a copy of Oracle Fusion for Data warehousingDear Oracle Team, Our customer have data warehouse and wants a copy of all tables in Oracle Fusion to be exported at daily rate. We have OIC and tried to implement the s…
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How to Send and Track Emails from Oracle FusionSummary: How can we capture the bounced backed email or unread email from the customers .
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how can I integrate Service with Oracle Process AutomationSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t… -
How to enable attachment section on work order creation page?Summary: Hi @Edson Junior, Oracle, @Jithesh Vijayakumar-Oracle In redwood service center how users don't have any ability to attach the document while creating the work …
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Warned and Compliance Flags are not updating in HR Helpdesk Milestone recordsSummary: We are using HR Helpdesk milestones - First Response Metric and Resolution Metric and these are getting applied properly on Service Request UI but Warned and Co…
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Under the Manage Users task, the Work Phone Number is not visible on the Resource Object.Summary: Within the Manage Users task, there are two phone fields: Phone Work Mobile Phone The Phone field is visible in the Resource Directory and is also retrievable v…
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Smart text usage report in Fusion serviceSummary: I am looking for smart text usage report in the ADF in the fusion service. We have a subject area in the analytics "CRM/Help Desk - Service Request SmartText Us…
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Can we hide infolets on HR Help Desk Request dashboard for all the users?Summary: Can we hide infolets on HR Help Desk Request dashboard for all the users? Content (please ensure you mask any confidential information): I want to hide few non-…
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Saving Column Widths on Service Center Landing PageHello, Users can resize the column widths and save their layout on the Service Center landing page. However, if they close and reopen the page, the column widths revert …
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How can I enable adaptive search for the service?Hello, I'm implementing Fusion Service and have already enabled the Open Work Areas Powered by Adaptive Search feature. However, the Configure Adaptive Search task is no…