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Fusion Service
Discussion List
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Increase the volume/length for the sound notification for chat request in Classic UISummary: Based on our live agents' feedback, we would like to increase the volume and/or length of the sound notification for the chat request. Content (please ensure yo… -
how can we configure the dynamic from address in Service cloud messages objectWe have a requirement to send the mail's to end user's from dynamic from address based on Business Unit. We are able to change the channel Name only by following below d… -
Service Centre - How to hide assign to smart action?Summary: Hi @Edson Junior, Oracle On Service request overview page , we have update assigned to OOTB smart action. could you please guide us how to hide this smart actio… -
how to change the reply to email address for Fusion Service request?Summary: Currently system is defaulting the Channel name as Reply To email address, how to change it. Content (please ensure you mask any confidential information): Vers…
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Capacity of Helpdesk agentSummary: Please let me know the maximum capacity that can be assigned to a Helpdesk agent. Also, please let me know the maximum capacity of an agent present in the Overf…
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Custom Role RequirementHow to create a role created that allows for the user to create, edit and map work centers to cost centers, as well as creating, editing and mapping procurement categori…
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How to create a Help Desk organizationSummary: Looking to create a Help Desk Organization so I can assign all the agents to the Organization. This will help when it comes time to add the resource to the Queu… -
make fields mandatory in Part order in service requestI need to make two fields mandatory in Parts order popup of the service request page, Users are missing this field and if the field is null our sales order will not proc…
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Restrict users from deleting attachments in the Service Request standard object.Summary: We need to implement a restriction that prevents users from deleting attachments in the standard Service Request object in Oracle fusion service using groovy or…
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Need to create a custom bell notification in SaaS environment using REST APIFound the REST API to create custom notifcation but there is no as such request payload mentioned to proceed with. Also, need information on attributes alse mentioned in… -
Reply to Email not getting appended in messages Subtab under SRSummary: We are sending Email from Forward or Reply options within Messages subtab under SR. System generated unique code is also added at the end of email body. When th…
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How to call external Webservice for PO Module like Order Management Sales Order CreationSummary: 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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Schedule delete importHi, We have a requirement regarding the deletion of service requests. The requirement is about SRs deletion based on non-standard conditions, and we would prefer to avoi…
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We need the SOC 1 type 2, SOC 2 type 2 and bridge letter for OCT 2024 - DEC 2024 Period.We need the SOC 1 type 2, SOC 2 type 2 and bridge letter for OCT 2024 - DEC 2024 Period.
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Is there an API to fetch service catalogHi, Wanted to check, If there is an API to fetch service catalog (Manage Product Groups)
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Explore 25A Fusion Service Center Extensibility Improvements!Discover how the latest extensibility features empower system implementors and Fusion Service Center teams to create tailored solutions that transform customer experienc… -
Adding Attachments During SR Creation via REST APIHi Team, I have a query regarding adding attachments during the creation of a Service Request (SR) through a REST API call. From the REST API documentation, it seems tha…
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Purge of SRs' attachments and messagesHi, our customer needs a formal confirmation regarding the following aspect by Oracle: once a Service Request is deleted, all related messages and attachments are also d…
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required to show account and contacts and activities under redwood service?Summary: Hi @Edson Junior, Oracle , @Karyn Kurland-Oracle Could you pls let us know What privileges/roles are required to show account and contacts and activities under …
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Report Requirement on Email activitiesHi team, We have a requirement to create a report to start measuring the TAT and extract the data from Fusion -> SR Activities. We could not find any Subject Area or tab…
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5 Reasons to switch to Fusion Service Redwood in 2025!Switching from Oracle Fusion Service Classic to Redwood is a big improvement in managing customer service. Organizations looking to improve their customer service tools …
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Escalate to Case Action - Stripe Code errorSummary: Customer wants to implement case management, while keeping Helpdesk as the entry point. For cases the stripe we are going to use is CRM as we do not want to use… -
Work Order Edit Page Actions in RedwoodSummary: Hi Community, I have two queries when on an Edit page in Redwood WO -: Can the Cancel Tasks (in SS below) button be hidden? Can a new custom action be created o…
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how to capture user login and logout detailsSummary: In oracle fusion service how to have audit logs of a user when logged in 2. logged off 3. Time stamps of the above. Who created the user? Content (please ensure…
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Create a Contact and Account Record When a Case is Created Using Inbound MailSummary: Create a Contact and Account Record When a Case is Created Using Inbound Mail Content (please ensure you mask any confidential information): The requirement is …
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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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NextGen:Need sample groovy Send Notification to Generic Email When Ticket Assigned to Specific QueueSummary: Hello Experts, Need a notification to be sent to a specific generic address email when a ticket is assigned to a particular queue. Content (please ensure you ma… -
Unable to assign user in PDH item change order workflow at schedules stageHi, Customer has requirement to assign item change order workflow schedule stage to specific users, but unable to see that in 24D upgrade, where as for same upgrade my c…
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send sms when SR is resolvedSummary: Hi Team, I have a requirement to send SMS notifications when a service request is resolved. While exploring the application, I noticed an SMS channel listed und…
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How to hide View Audit Log button from Subview page?Summary: Hi @Edson Junior, Oracle How to hide View Audit Log button from Subview page? Content (please ensure you mask any confidential information): Version (include th…