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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… -
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… -
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… -
Can an organization request a one-time quarterly update change to ONE of the non-prod environments?Summary: If an organization is updated with Cohort A (Feb - May - Aug - Nov) and will be testing an implementation in "Non-Prod-Environment2", is it possible to request …
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Field acquisition by application ComposerI want to get the Work Phone Extension field in the Help Desk Service Contact by Application Composer. Validating with the trigger But error on Attribute name: hcmPerson…
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How can we create the entitlement type?Summary: We want to create a new entitlement type in order to add a new coverage
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api name for Last Sales Order Details object under Install Base Asset (CseAsset)Summary: Need to access "Install Date" field from Last Sales Order Details sub tab via groovy and looking for api name of this object - Last Sales Order Details. Content…
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Date mismatch between ‘Filter Message’ and ‘Custom Internal Note’ in Service RequestHi, Date Show different in 'Filter Message' and Custom internal Note Section in Service Request. Javascript Action chain code for 'Custom Internal Note'. define([ 'vb/ac…
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Unable to reply to the email received through creating the conversation in Case.Summary: In Case Management i am creating a conversation and sending an email to my self but when i am replying to that email from the outlook it is not getting added in… -
Fetch Regional Preferences via REST API in Redwood SRHi, How to fetch General Preferences: Regional using the REST API in Redwood Service Request? Thanks, Babasaheb Pandhare
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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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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 to stop receiving emails regarding the status of a scheduled process that runs daily?Summary I have a scheduled process that I previously defined to run daily and I need to stop receiving emails regarding its statusContent Hello experts, I have a schedul… -
Description RuleHello, We have a requirement to display the AP invoice number in the GL journal line description. To address this, we created a new description rule under Payables: Mana…
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Audit history enablement for Long text fieldsDear Team, Currently Audit history can be enabled for certain kinds of fields except Long text fields. Any possibility to enable the audit history for Long text fields w… -
Ability to make Category field as mandatory on Service Request pageHi, We have a requirement to make the below 2 standard fields as mandatory on create page of Service Request - a. Category b. Service Address source Currently, the syste…
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How to initiate chat in Fusion service- redwoodSummary: Chat in B2B Service center is not getting connected, we have chat initiated in DCS and we want that to be received by an Agent in B2B after enabling all the pro…
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25D new features queryIn reference to the new feature 'Support automated archival of Service Requests', what will be the retrieval process of SRs for the team working on Service requests? Mor…
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Fusion Work Order fields not showing on FFS (25D) UISummary: New Flex fields (RW) have been added to the Work Order on Fusion Service and are added in Field Service Activity Details page as RW (work order. xxxxx) . But th…
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Doc ID 2787237.1Summary: 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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How can we enable edit and delete option for internal notes and customer notes in service requests?Currently, Internal Notes and Customer Notes in Service Requests cannot be edited or deleted, which leads to outdated or incorrect information remaining in the system. I…
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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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How to set up notifications for Service Request when an agent is already assigned to the SRSummary: What we want to know is why the agent assigned to the SR does not receive the bell notifications.
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Do we have any Workaround for search and updating address object in CX service fusionSummary: We have an account which has more than 60 plus address present, when trying to update the address from account screen it is very tough to find the address as on…
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Masking the Identity of the Customer when Sending a Service Request.Summary: Content (required): Is it possible to set up the Service Center and HR Help Desk functions to allow customers and employees to submit service requests to the co… -
Need Deep Link For Work Shift Screen in HCM ModuleSummary: Need To create page entry to access Work Shift Screen under Setup and maintenance Content (required): Need To create page entry to access Work Shift Screen unde…
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How to stop navigation to work order creation page?Summary: Hi @Sono Chacko-Oracle @Edson Junior, Oracle could you please guide me to implement below use case? Our requirement is that when the EBSSRContact_Id_c field is …
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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…
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How to Configure Case Object NotificationThis document guides a customer to configure Case object to send a notification to a resource when he/she is added to a Case. Login to App Composer Create and enter in a…
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tax invoice print amount in wordstax invoice print amount in words in below the one lakh is showing Forty-One Thousand Nine Hundred Ninety Rupees And Forty Paise***** and above the Two Hundred Seventy-F…
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Guidance on Retrieving Assets Under Service ProfilesSummary: I’m looking for guidance to get the assets under Service Profiles. What steps or methods can be used to retrieve assets under Service Profiles? Which types of a… -
Is it possible to use Email Template in Service Request "Compose Email"?Summary: We need to use Email Template in Service Request "Compose Email". How? Content (please ensure you mask any confidential information): We need to use the Email T…
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Is it possible to generate chat summary in wrap-up notes in service center redwood?Summary: Hi @Edson Junior, Oracle , @Karyn Kurland-Oracle it is possible with Oracle Service Center in the Redwood User Experience — you can have the system auto-generat…