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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.
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Discussion List
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Outbound Emails from Service Request Not Received by RecipientsSummary: We are encountering an intermittent issue where outbound emails sent from Oracle Fusion Service Request to external recipients via the Smart Actions "Compose Me… -
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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Setting Asset Picker value programmaticallySummary: Setting Asset Picker value based on another field Content (please ensure you mask any confidential information): The Asset value in the asset picker needs to be…
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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 … -
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… -
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… -
Programmatic Copy SR using Smart ActionsSummary: Trigger Copy SR using a Button Content (please ensure you mask any confidential information): We have a requirement to create a button called 'Copy SR' which wh…
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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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Understanding Assets and Importing Them Using Import Management in Oracle Fusion ServiceSummary: I am new to Oracle CX Fusion Services Cloud and seeking guidance on what 'assets' refer to in the system. Additionally, I would like to know the steps to import…
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B2B Service Redwood Implementation: Custom Page NavigationSummary: We've created a custom button and placed it in the landing page of the Redwood Service Request module, we want this button to navigate user to a specific SR cre…
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can you please highlight the role name or privilege namerole name or privilege name that we should assign to the user to update the "Service Request Categories"? like the below image? the user should only be able to update ca…
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Activation Failed for SR SimilaritySummary: While following this documentation to activate the SR Similarity Feature: Documentation: https://docs.oracle.com/en/cloud/saas/fusion-service/faiec/activate-and…
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Copy Service RequestSummary: Copy Service Request Content (required): Hi, Is it possible to customise the Service Request copy popup? Version (include the version you are using, if applicab…
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NGS - How to default account name in picker?Summary: Hi @Karyn Kurland-Oracle @Edson Junior, Oracle We have created custom drawer to create contact fom case edit page. On contact drawer page we have account name f…
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How can Service Request numbering prefix and sequence be different for each country/StateSummary: Hi Team, Good to connect with you all. Understand that in current Fusion application the Service Request auto generation is based on a Prefix and Radix format t…
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REMINDER: CX Solution Overview Demos This Week!Register today for our CX Solution Engineering led Solution Overview Demos this week on January 15th & 16th across our Marketing & Sales Unification, Revenue Transformat… -
Has any one used Redwood UI in Oracle Fusion service? Is it recommended for new implementation?Summary: Need to know if we should enable and use Red Wood UI in new implementation for Fusion Service Content (please ensure you mask any confidential information): Loo… -
Oracle CX -CTISummary Computer telephony integration (CTI) enables integration of third party media toolbars with CX Sales and B2B Service. Media toolbar is displayed if the company h…
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We cannot see the notification details,who approved details from Process CloudHi, When a confirmation email is sent to more than one person in Process Cloud, we need information about who approved it. How can we learn?
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How do I configure auto approval on NIR from Items imported from a specific Spoke System?How do I configure auto approval on NIR from Items imported from a specific Spoke System? While these items are approved automatically, the rest of the items should go t…
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Created task not getting displayed on Activities panel.Summary: Hi @Edson Junior, Oracle We have created task from Service center, but created task does not appear on Activities panel which is present on service request. som…
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Oracle Customer Excellence Awards - Nominations are OpenYou’ve done incredible work. Now you deserve the recognition. The Oracle Customer Excellence Awards celebrate the very best of business innovation, showcasing how organi…Elise Hymes - Oracle CX-Oracle 22 views 0 comments 0 points Started by Elise Hymes - Oracle CX-Oracle -
HR helpdesk custom field to populate in standard coverage template to setup a milestoneSummary: We have created a custom field called complexity in create service request page in classic helpdesk, How can we enable the same filed in standard coverage templ…
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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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Warranty Field Missing on Asset Default PageSummary: The Warranty field is not visible under Service > Assets > Default Page for an Asset, unlike in the demo instance. Please guide us we really need this supplier …
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How to in edit internal note in service center?Summary: Hi @Edson Junior, Oracle, We have compose internal smart action (OOTB) but we don't have option to edit that note. Could you guide us if we can make this note e…
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How to show only queue memebrs in assign to smart action?Summary: Hi @Edson Junior, Oracle We have Update Assign to Smart action in Service request. Here it s showing the list of all the resources. but we want to show on queue…
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Display dashboards in HR Help DeskWe have agents and administrators who receive requests from the HR help desk when they click on the Dashboard icon and this is not the best information, but it has been …
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How to set workflow process for review and approve articles in B2B knowledge management?Summary: How to set workflow process for review and approve articles in B2B knowledge management? Content (required): Workflow process for review and approve articles in…