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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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Get Faster Fusion Service Extensibility Answers with the Fusion Service Extension Assistant AI SkillImplementing and extending Oracle Fusion Service can involve many decisions: where to add a field, which page can be customized, how to use an event, or whether a requir… -
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… -
Join us to learn more about Policy Nodes for Service!Curious to find out more about the Policy builder that was released in Oracle AI Agent Studio in 26C? Join us to see how this new capability transforms Service policies … -
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 16 views 0 comments 0 points Started by Kayleigh Halko - Oracle-Oracle -
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…
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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 54 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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Service Request Triage and Resolution AI AgentsSummary: We are in 26B and trying to use the seeded Oracle Fusion Service AI features like Triage and Resolution Agents We would like to trigger this at the time of SR C…
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Recommended approach to build Redwood-style detail page for custom object similar to SR detail pageSummary: Hi Team, I am looking for guidance on building a Redwood detail page for a custom object in Fusion/CX that follows a layout similar to the standard new Service …
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Does BPM support pausing and resuming the SLA Timer based on the RFI (Request for informatio) StatusHi Team, We're implementing a 3-level escalation approval flow on the seeded FinApInvoiceApproval task (BPM Worklist) with the following logic: - Each level (L1, L2, L3)…
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Update Any Field: Introducing Mass SR Updates Through Extensibility!I am thrilled to announce a game-changing update in our 26A release. We know that for a long time, you were limited when it came to making bulk changes. Until now, you c…
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Create a login for DCS through Okta SSOSummary: We are looking to use our Okta platform for our DCS users to login through that instead of default contacts/logins in Fusion Content (please ensure you mask any…
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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… -
Copy Work Order -Fusion Service CloudSummary: Is it possible to implement a copy functionality for Field Service Work Orders similar to that of Service Requests? Content (please ensure you mask any confiden…
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In the Complex PO, the PO Line Description and Schedule Line Description are different.Summary: In the Complex PO, the PO Line Description and Schedule Line Description are different. When we create a Work Confirmation, the system currently displays the Sc…
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How to restrict Service Assignment Queue maintenance to Queue Owner using data securitySummary: We have a business requirement where queue managers should only be able to view / update queues where they are assigned as the queue owner. This includes managi…
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Auto-created Work Orders via Groovy script bypassing Fusion Field Service (FFS) activity creationSummary: We are using a Groovy script to automatically create Service Work Orders from Service Requests. While the Work Order records are successfully created in Fusion,… -
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 reflect SR Status and Action Plan updates on UI immediatelySummary: Hi, I am working on an Oracle Visual Builder Studio application where an Action Chain listens for Service Request (SR) changes, evaluates related Work Orders (W…
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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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Oracle Service logistics unable to see manage debrief chargesOracle Fusion Service Module: On the Work Order page, the "Manage Debrief Charges" option is not visible, and I am also unable to add parts through Part Orders. The syst… -
How to Create ‘Quick Action’ Buttons on the Service Request Details PageSummary This article explains how to add custom ‘Quick Action’ buttons to the Service Request Details page in Oracle Fusion Service. Quick Actions help agents quickly pe…
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How to add tabs to the Service Request Details page in Oracle Service CenterYou can add a small tab bar at the top of the Service Request Details page to help agents focus on the view they need: the standard overview, communications, or related …
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Hide quick actions on service details summary pageSummary: Need to extend quick actions to hide and show different quick action for different users Content (please ensure you mask any confidential information): Hello, O…
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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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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 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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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 …