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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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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… -
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… -
' ' 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…
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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… -
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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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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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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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 …
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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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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…
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How to Enable Workflow Preference Fields in Oracle Fusion Service 25DSummary: Hi Team , I was trying enable Triage AI Agent in Oracle Fusion Service , But Unable to see "SVC_ACCESS_CRM_AUTOMATION_AGENT_APIS_PRIV" this role in Roles and pe…
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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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How to send SR create page level variables to SR create fragment in redwood Service center?Summary: Is there any option to send SR create page level variables to SR create fragment to use in data fetch at fragment level to create custom table on create page? C…
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Enable redwood for Fusion ServiceSummary: I have enabled redwood for Fusion B2B service, but still unable to see the redwood service screen in spring board. Content (please ensure you mask any confident…
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Customer number on service request creation ( redwood)Summary: How can we retrieve the customer number after selecting the account name while creating a service request? Is it possible to display the account number alongsid… -
How To Change Email Template used in INteractions of Contract RequestSummary: we have requirement to include link of contract request page in Email sent based on contract request interactions (Email Channel) But we cannot find template to…
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How to Create a Custom Table with an Actions Column in Oracle Fusion Service UI Extension AppProblem Statement A system implementor is facing a challenge in creating a custom table with an action column in Oracle Fusion Service UI extension app. The action colum…
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How to conditionally set the field value on the Service Request Create pageHi there 👋, In this video, Athira S. Nair from our UI Events Framework team discusses the importance of setting field values conditionally and introduces a solution tha…
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How to submit the Load Interface File for Import scheduled process using Rest APII need to submit the Load Interface File for Import process using REST API. The API to submit scheduled process is https://docs.oracle.com/en/cloud/saas/applications-com… -
Count of Characters in Custom Field in Service RequestHi Team, I have created a custom field in the Service request, is it possible to display the count of character, same as it is being displayed in problem description. Al…