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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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August Interactive Demo Hours: Service AutomationAlways live, never recorded! It's that time again. Interactive demo hours are scheduled for June. In this one hour showcase, you’ll get an in-depth look at Oracle's best…Kayleigh Halko - Oracle-Oracle 9 views 0 comments 0 points Started by Kayleigh Halko - Oracle-Oracle -
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… -
Fusion Service AI Extensibility GuideOverview Fusion Service Center now has the building blocks to place AI where work happens: inside Service Requests, smart actions, recommendation cards, summaries, custo… -
July Interactive Demo Hours: Service AutomationAlways live, never recorded! It's that time again. Interactive demo hours are scheduled for June. In this one hour showcase, you’ll get an in-depth look at Oracle's best…Kayleigh Halko - Oracle-Oracle 21 views 0 comments 0 points Started by Kayleigh Halko - Oracle-Oracle
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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…
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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… -
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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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…
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Set Up Service Request Visibility for the users business unit onlySummary we want to do the set up of the SR based on the user Business unitContent we want to do the set up of the SR based on the user Business unit, at the moment oracl… -
How does SLA or Milestones works when Service Request Reopened, and add team member within SRSummary: Hello, We would like to know if someone have any insight on below points. How does SLA or Milestone works when help desk user Reopened the Service Request? if t…
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How to access custom objects in Digital Customer serviceSummary: we are facing authentication and authorization issues while accessing Fusion custom object REST APIs and profile option REST APIs from a Digital Customer Servic…
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How to Hide or Add Fields to SR Landing Page?Summary: We have requirement to hide few columns and add new columns to SR Landing Page Content (please ensure you mask any confidential information): Hello Experts, We …
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Auto-filter Custom Object Based on Parent Service Request Using Smart Action and Action ChainHi Community, We have created a custom Timesheet object and associated it with the Service Request (SR) detail page. Using a Smart Action and an Action Chain, we configu…
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When i clicked on Workorders next generation getting error 'User has no access to view any of the reWhen i clicked on Workorders next generation getting error 'User has no access to view any of the requested Entiy' User already have required roles and Redwood already e… -
Oracle Fusion Page Entries that use Static URL or Dynamic URLSummary: I want to identify all page entries that use Static URL that points to a VBCS app link. Is there a standard table that holds this information, where we can run …
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Copy service request failed with JBO-27024While trying to copy the service request got the error i.e., Failed to execute Copy Mapping "Copy Service Request Map". JBO-27024: Failed to validate a row with key orac… -
Routing Service Requests Based on Specific Inbound Email AddressSummary: Hi Team, We have a requirement to route Service Requests to different queues based on the inbound mailbox that received the email. We have multiple inbound mail…
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How to add attachment fragment inside service expanded fragment in fusion service cloudSummary: Hi Team, I want to add sr attachment fragment inside CX-SVC_SR-details-expanded fragment. Content (please ensure you mask any confidential information): Version…
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How to Rename the "Reset" Button to "Cancel" on the Redwood Service Request Edit Page in Visual BuilSummary: I want to rename the "Reset" button to "Cancel" on the edit page. Is there a supported way to change the button label in Visual Builder? If so, could you please…
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Is there a separate license needed for HR Helpdesk if you already have B2B ServiceContent Hi Experts, Quick question here, we already have B2B Service and are planning to use HR Helpdesk for internal service request management. Is there a separate lic…
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How to add context variable in ServiceRequest laySummary: I need to update a variable defined at AppUI (service) level with the user input which was received at field Template from withing ServiceRequest layout. Firing…
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Redwood Service Error - Unable to View SR DetailsSummary: Hello, We started getting these errors all of a sudden while opening SRs and we are unable to view most of the information: Any idea as to what might be causing… -
How to configure Service Request Creation Assistant with Chat for creating the Service RequestHi, I am trying to learn the AI agents in that I am working on the Service Request Creation Assistant this agent, Basically this is used to create Service request based …
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I would like to know the redwood features, which going to become mandatory by 2027 in SCM areaI would like to know the redwood features, which going to become mandatory by 2027 in SCM area, this helps us to do analysis and prepare our business to get that new fea…
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We have a requirement to generate automatic sequence on the DFF in Contract Page in RedwoodSummary: We have a requirement to generate automatic sequence on the Contract Page in Redwood. For example - 2026-1700-001 , where 1700(a 4 digit sequence which should i…
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How to conditionally display/trigger an Action Plan step based on a WO field valueHi Everyone, We have a requirement to configuring an Action Plan Template in Oracle Fusion Service for a Shop Repair workflow and need guidance on implementing condition…
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Email to Service Request (SR) creationSummary: Hi, I need to create an SR in Oracle Fusion Service from an email in Gmail. I have already completed the below setups: Created a new channel and associated it w… -
FFS - Preventive Maintenance Work OrderSummary: We have enabled Fusion Field Service and as part of it, we want the 'Create Service Work Orders for Preventive Maintenance' to create work orders directly of ty…
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what is the logic for Employee Vacation And Delegation Rules ReportSummary: Currently we want to understand the logic behind how this report works. We have read from this document https://docs.oracle.com/en/cloud/saas/human-resources/fa…
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How do I enable the AI message features available Compose Email screenSummary: In 26B, when editing a Service Request there are new buttons on the bottom toolbar when composing an email, problem description or solution description. See hig…
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Service Request Visibility Not Restricting by Business Unit – Need Configuration GuidanceHi Everyone, We are currently setting up Service Request (SR) visibility rules in Fusion Service (B2C / B2B), but we've run into an issue: SR visibility is not restricti… -
How to handle AUTHOR_DIFFERS error when linking Task Attachments to SR/WO via REST API in VBS?Summary: We are building a custom UI flow in Visual Builder where a user can select an existing Project Task attachment and link it directly to a Service Request (SR) or…
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Unable to add button bars for Case Management in the Cases Details page.In Case Management details page oracle has delivered some button bars - "Assign to me" , "Create Appointment" , "Compose Notes" . But i am not able to find the configura… -
How to Handle Dynamic Field Data from API Endpoints in Fusion Help DeskHi Community, Our colleague @Tobi Durojaiye-Oracle has provided a tutorial on handling dynamic field data from API endpoints in Fusion Help Desk. Let's thank Tobi for hi…
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Oracle Fusion Service Redwood: Unable to create a Metric Card Unassigned Service RequestsSummary: We are trying to add a Redwood metric card on the Service Home page for Unassigned Service Requests in Oracle Fusion Service. The desired behavior is similar to…
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Oracle Fusion Service Redwood: Unable to create a Metric Card for Unassigned Service RequestsSummary: We are trying to add a Redwood metric card on the Service Home page for Unassigned Service Requests in Oracle Fusion Service. The desired behavior is similar to…
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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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Restrict Service request category based on another fieldSummary Restrict Service request category based on another fieldContent Hi, We have a requirement to show only few Categories on Service request based on another field o…