Featured Content
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
-
REMINDER: Service Automation Solution Overview Demo 6/26 @ 3PM ETHave you had a chance to pop into one of our CX Solution Overview demo hours? Responding to customer feedback and interest, we’ve launched an ongoing series of regularly… -
what are the cases in Recent cases it is showing?Summary: Hi @Karyn Kurland-Oracle In Service Dashboard there is recent cases section. but what kind of cases are shown in the Recent cases section? Content (please ensur… -
Configure two SSOs for different employee setsSummary: The company has two set of employees, an internal one with employees from said company, and a third party callcenter. We need to know how to enable two differen…
-
Brainstorming: Implementing approvals using queuesSummary: Basically we want to try replicating branching of BPM Approvals but using Help Desk queues instead. To clarify, this is NOT a question about "Approvals for Help… -
How to search service request by entering the 3-4 digits in search bar?Summary: Hi @Karyn Kurland-Oracle In Redwood service center we are not able to search Service Requests by SrNumber not complete but keyword search is not working here an…
-
How to add Icon in update case smart action?Summary: Hi @Karyn Kurland-Oracle @Edson Junior, Oracle In service center we have OOTB smart action to update case contact. there is white button with it to create new c…
-
How to remove other values from channel type?Summary: Hi @Karyn Kurland-Oracle when we open start internal conversation smart action, in channel type it shows various values in the list. but we want to keep only MS…
-
How to enable the repiles from the outlook in My message section?Summary: Hi @Karyn Kurland-Oracle @Edson Junior, Oracle My message section at service home only showing the internal messages and messages/ replies from the MS Team but …
-
Proxy Functionality in Oracle FusionIn R12 there was a proxy functionality(Whenever a person is going on a leave, he assigns his work to another user as proxy, Do we have any such functionality in cloud?
-
Is there a way to reset a PVO in a particular job from DB or any REST API or any other way in BICC ?We are looking to reset a PVO in a specific job by any other options like REST or other API or DB. We don't want to perform from the BICC page. If there are any inputs o…
-
Redwood - How to Prevent Create Work Order Page from Loading if Service Request Contact is Null?Summary: Hi @Edson Junior, Oracle @Karyn Kurland-Oracle Could you please help to achieve this use case in redwood service center? When we create work order from service …
-
Documentation on Service Profile NotesSummary: Is there any documentation on Service Profile Notes? Content (please ensure you mask any confidential information): Service profile allows user to manage notes …
-
How to enable Workspace in RedwoodHi , We are trying to open workspace in Redwood . Currently it is opening in Classic view as attached in screenshot . Is there any way to achieve opening Workspace in Re…
-
How can you update the PartyNumber by updating the PartyNumberKey field?I have seen that by Postman that when sending to update a contact with the PartyNumberKey field the PartyNumber is updated. Is that recommended to do so?
-
Seeking your Input for OCW 2025- CX Keynote and Theater SessionsWe want your input ! Planning is underway for Oracle Cloud World 2025 October 13—16, 2025 in Las Vegas. For our CX Keynote and Theater Sessions- we want to hear your sug…Graham McInnes, OPM Team-Oracle 1 view 0 comments 0 points Most recent by Graham McInnes, OPM Team-Oracle -
Urgent: Need Guidance on Logging SR Automatically from Customer Emails in Fusion CX RedwoodWe urgently require your guidance on setting up an automated Service Request (SR) creation mechanism in Oracle Fusion CX Services (Redwood UI) when a customer sends an e…
-
How To Create a Multiple Select Choice ListIf you need a Multiple Select Choice List, you can achieve this by defining it as an FCL (Flex Code List) with Multiple Select Choice List enabled. In Oracle Visual Buil… -
AI Features(Service Request Similarity, Service Request Classification) are available in Portuguese?Summary: We are trying to implement these AI features to our customer who using Portuguese Language, but these AI features only available in English language. We wanted …
-
Get Work Order Details for a Service RequestHi We have a requirement to get the Service Request details along with the associated work order detail in a report. A possible join can be the the SR Number and Work Or… -
Facing issue while creating Internal message under service request using groovySummary: Facing issue while creating Internal message under service request Error message: Content (please ensure you mask any confidential information): Version (includ…
-
Not able to fetch service request due date in groovySummary: We are using milestones to calculate the due date on the Service request, this calculation is oracle behavior and we do not have any visibility about where it i…
-
Is there an extension or plan for ability to create inline editing on the SR list page (redwood)?Summary: We would like to update the SR landing page with the ability to inline edit the returned records. This would help provide a more effective and streamlined user … -
Redwood Service Center -- We want to disable "Update Asset" Smart action from Redwood Service CenterSummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
-
How to hide service center smart actions from visual builder?Summary: We have created object function based smart actions but we want to hide that smart from action bar. Content (please ensure you mask any confidential information…
-
Can Oracle accept two Entra IdPs to a single Application?Can Oracle accept two Entra IdPs to a single Application? We need to know this before progressing with our enduring Bill Management solution.
-
Public URL for Service Request or Case AttachmentSummary: Is it possible to generate public URL for the attachments associated to the Service Request or Case? We have a requirement where customer wants to allow users t…
-
Link one Service Request to multiple Instal base AssetsSummary: The Service Request application by default allows to only select one Install Base Asset on Service Request. How to select multiple IB Assets on Service Request?… -
How to Hide Infolets from the Service Dashboard in Oracle Fusion Service?I’m looking for a way to hide certain infolets from the Service Dashboard in Oracle Fusion. Some of the infolets are not needed for all users, and I’d like to control th… -
Note for integration of Microsoft Teams with Oracle FusionHi All, With OSN being depreciated, we're planning to switch to Microsoft Teams for all sourcing-related collaboration. I'd appreciate any guidance on how to hook into T…
-
What languages are currently supported for SR summarization feature?Summary: Apart from English, French and Spanish Does it support Arabic? Content (please ensure you mask any confidential information): Version (include the version you a…