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To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
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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A Free Path from Fusion Service Classic to RedwoodMoving from the Fusion Service Classic user experience to the Redwood user experience can feel like a big job. You may have pages, layouts, custom objects, scripts, and … -
UPDATED -- 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… -
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…
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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 … -
October Interactive Demo Hours: Retention & Delivery Excellence (Service & Field Service)Always live, never recorded! It's that time again. Interactive demo hours are scheduled for October. In this one hour showcase, you’ll get an in-depth look at Oracle's b…Kayleigh Halko - Oracle-Oracle 84 views 0 comments 0 points Started by Kayleigh Halko - Oracle-Oracle -
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 145 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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Assign as a resource a non-worker in help deskWe have a non-worker who needs to be assigned as a resource. When assigned, it is not found, only the Employee, Contingent Worker and Partner Contact values are availabl…
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how to check which cohort my pod is inSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): 26 C Code Snippet (add any code snipp…
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Fusion Service: can’t change SR status on an inbound email reply (automation rule and Groovy)Summary: In Fusion Service (Redwood), we want a customer’s email reply to an existing SR to change its status to “Customer response received”, while the first (originati… -
Adjust Column Widths to Fit in Screen in Redwood List Pages (Available in Sales but Not in Service)In Redwood list pages, "Adjust Column Widths to Fit in Screen" is available in Sales but not in Service. Is there a way to enable or implement this feature in Service?
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Expenses RMI (Request for More Information) ExpirySummary: Hi, We are trying to set an expiry for BPM task FinExmExpenseAuditRequestMoreInformation . This is so that if a user does not provide the information within a c…
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Exploring 25A Enhancements to the cx-svc-sr-create Fragment: What’s New and ImprovedIn this how-to article, I demonstrate how to use the improved cx-svc-sr-create fragment in Oracle Visual Builder Studio to make creating service requests easier for you.…
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It is time for an update "Fusion Service Extension Assistant has been updated for 26C"The Fusion Service Extension Assistant has been updated for 26C, with refreshed extensibility references, Service Jumpstart guidance, and What’s New coverage. I updated …
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While creating work order in fusion service, the work order area wasn't loading and getting errorSummary: When creating a work order of type Oracle Fusion Field Service, the Work Order Area dropdown stays empty and I get: "The area for the work order wasn't found" e… -
Work Order Area not showing while creating Field Service Work OrderSummary: Work Order Area not showing while creating Field Service Work Order Content (please ensure you mask any confidential information): When we try to create a worko…
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How to standardize Contact names to Proper Case in CX Sales / CDM (import and merge)We import Contact data from CRM, ERP and Website into CX Sales / CDM. Names arrive as ROHIT SHARMA, rohit sharma and Rohit Sharma. We want them stored as Rohit Sharma. O…
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BPM Approval Notification ServiceRequestDetails Deep Link redirecting to Classic ADF UIIn Service request, we are triggering BPM Approval flow from Redwood layout but in approver notification the SR Details page deep link is navigating us to classic ADF la…
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How can I capture Category from an inbound email?Summary: I would like to be able to capture the category in the inblound email so that the request would automatically be assigned to the a queue and resource. Content (… -
Milestone / SLA Setup for Oracle Case ManagementSummary: Hi Community, We are implementing Case Management on Oracle Cloud and are looking to configure SLA / Milestone tracking on cases. However, we do not see any Mil…
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Service Redwood - Unable to make Status and Queue fields as Read OnlySummary: Hello, I have a simple business rule on the Service Request — I want to make Status and Queue fields as read-only for Customer Service Manager users. I was able… -
Unable to submit create service request for Preventive MaintenanceHey Team, As a part of seeded functionality , We have created Maintenance PM work order from Maintenance program and tried to submit the " Create Service Work Orders for…
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Deletion of unused fields in Oracle fusionSummary: Organization Name logging the idea on behalf of customer: Diebold Nixdorf Description (Required): Currently in Oracle Fusion Application Composer, once a custom…
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How can I get Save as Draft when responding to an inbound email from the activity streamSummary: I am able to use Save as Draft when I use the Compose Email action, but I do not see it when replying to an inbound email in the activity stream. Content (pleas…
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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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How to Restrict Service Agents from Updating Service Requests Assigned to Other Agents?Summary Need to prevent service agents from updating or resolving Service Requests that are assigned to other agents. Agents should only be allowed to update a Service R…
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Validate SR Category Selection on Value Change on Creation PageSummary Need to prevent users from selecting parent categories in the Category field during Service Request creation and allow only leaf-level categories. Looking for a …
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How to Display Custom Field Updates in the Activity Stream on the SR Details Page?Summary Need to display updates to custom Service Request fields in the Activity Stream on the Service Request Details page, similar to how standard field updates such a…
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How to Lock Saved Searches and Filters on the Service Request Landing Page?Summary Lock Saved Searches and Prevent Users from Modifying Filters on the Service Request Landing Page Need to restrict users from modifying, removing, or changing fil…
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How to Make a Field Read-Only After Save on Redwood Service Request Pages?Summary Need to make a field (BSG Action LOV) editable during Service Request creation but automatically become read-only after the record is saved. Looking for a suppor…
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How to Dynamically Default the “To” Email Address in Compose Email?Summary Need to automatically populate the To email address in the Compose Email panel with either the Service Request creator’s email address or the assigned resource’s…
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How to Prevent Users from Updating or Deleting Attachments After Service Request Creation?Summary Need to prevent users from updating or deleting existing Service Request attachments after creation while still allowing them to upload new attachments. Content …
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How to Make Problem Description Read-Only After Service Request Creation on Redwood Details Page?Summary Need to prevent users from modifying the Problem Description after a Service Request has been created. The field should remain editable during creation but becom…
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How to Conditionally Display Quick Actions Based on Service Request Field Values in VBS Redwood UI?Summary Unable to conditionally display Quick Actions based on Service Request status, ticket type, and assigned resource on the Redwood Service Request Details page. Co…
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How to Access Service Request Record Values from Action Chains in Redwood UISummary: Unable to Retrieve Field Values Using getFieldValue() in VBS Action Chains on Redwood Service Request Details Page Content (please ensure you mask any confident…
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Hide All Action Bar Actions and Display Only Selected Actions Based on User RolesSummary: VBS Redwood Service Request Details Page – How to Hide All Action Bar Actions and Display Only Selected Actions Based on User Roles? Content (please ensure you …
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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 …