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For more information, please refer to this announcement explaining best practices for getting answers to questions.
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Fusion Service
Discussion List
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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… -
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…
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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… -
Import and Export Service Work OrdersSummary: Import and Export Service Work Orders is available in 25D. Content (please ensure you mask any confidential information): Version (include the version you are u…
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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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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… -
Avoid update trigger from firingSummary: We have created a children object PortadosIn for Service Requests. We populate this object using REST API calls that currently take around 2 seconds per call. W…
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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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How to configure Service Request escalation prediction agent?Summary: Hi @Karyn Kurland-Oracle @Edson Junior, Oracle could you please guide me how to get started with configuration of service request escalation prediction agent? C…Pratibha.Adhav 17 views 1 comment 0 points Most recent by Kevin Peters - CoE - CX Sales / B2B Service-Oracle
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how to import work orders in oracle fusion service 25DSummary: Tried to create and update work orders using Import Management in oracle fusion service 25D but getting errors while validating mapped data While updating Worko…
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Inline images from SmartText not rendered immediately in Compose → Response (SR Messages)We are implementing an automatic prefill of message body content when users open Service Request → Messages → Compose → Response (MessageTypeCd = ORA_SVC_RESPONSE). The …
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Hyperlink on Editable Account Field in Service Request (SR) Details TabHi , we have a requirement to provide hyperlink on an editable field in details tab.... Example... in Service Request Details tab where Account Name is editable, to have…
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26 ASummary: Release notes Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any c…
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Auto-Associating New Line Managers to Existing Cases in Case ManagementSummary: We have a requirement in Case Management where Line Managers are assigned to cases as Case Workers and are responsible for completing specific tasks until the c… -
'Queue' manager should be able to see queue members data in infoletsSummary: Hi, Currently, Infolets allow a resource to view only their own data. At present, there is a single resource organizational hierarchy in the resource directory,… -
How to add Related Objects section in the expanded layouts in SR details page?Summary: Hi @Sono Chacko-Oracle @Edson Junior, Oracle @Karyn Kurland-Oracle Could you please guide us on how to add a Related Objects section in the expanded layouts? Co…
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Redwood Service Request – Compose Email sends all SR attributes and ignores user-entered body textSummary: In Oracle Fusion Redwood Service Requests, when using the standard Compose Email action from a Service Request, the outgoing email body is automatically populat…
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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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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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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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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… -
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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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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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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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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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 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… -
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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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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how to populate ebs sr number in service request object from custom object?Summary: Hi @Edson Junior, Oracle @Sono Chacko-Oracle, Could you please guide me on the below implementation? We have a requirement related to EBS SR creation. From the …