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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.
Fusion Service
Discussion List
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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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Telephony integration in Redwood: CTI integration with Zoom Contact CenterIn this article, we will go through the steps to integrate your Fusion Redwood CTI application with Zoom Contact Center - Smart Embed. Currently, the call controls (such… -
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 chec… -
Is it possible to hide a Category from the UI but still allow backend updatesSummary: We have a requirement where a specific Service Request Category should not be visible to end users in the UI (both Create and Edit pages), but it must still rem… -
Skip Coverage WindowSummary: I need your 2 cents on a unique SLA use case CONTRACT & COVERAGE Coverage - 8 AM to 6 PM Monday to Friday But, SLA Contract will pick a time window (say, 9 AM t…
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All custom saved searches are not getting copied in Redwood service centerSummary: Hi @Edson Junior, Oracle , @Sono Chacko-Oracle , @Karyn Kurland-Oracle, We’ve noticed that the saved searches created in the Classic UI are not visible in the R…
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How to Redirect to Redwood UI When Selecting Global Search Results?Summary: How to Redirect to Redwood UI When Selecting Global Search Results? Content (please ensure you mask any confidential information): Hello community, I have enabl…
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How to fetch external VBCS application links dynamically instead of hard coding the link in VBSSummary: We want to pull external links dynamically instead of hard coding the links in Redwood VBS and don't want to update it manually when migration to prod occurs. @…
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Can we customize the "Manage Depot Repair" search fields (e.g., add Assignee Person filter)?Summary: Hi All, In the Manage Depot Repair page of Service Logistics, we want to add an “Assignee Person” field in the search section to filter repairs by assigned user… -
How to Automatically Trigger a Survey on HRHD Service Request ResolutionThis post outlines a solution to automatically send a survey to a customer as soon as the Service Request (SR) or HR Help Desk Request or Internal Service Request is res…
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Enable Redwood Service without Service SubscriptionSummary: Enable Redwood Service without Service Subscription Content (please ensure you mask any confidential information): Dears, One of our customers is not subscribed… -
How to complete task created by another person which role is needed to give permisionSummary: If I have 2 users, User A and User B, and User A create one task under the service request. Now I want to complete that task by the User. In that case, User B i…
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How to add refresh button on service request landing pageSummary: Hi @Edson Junior, Oracle Could you please guide us how to add refresh button on service request landing page in redwood service center? Content (please ensure y…
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Users LicensesHi Team We are having about 15k resources that we are migrating from existing RightNow system to fusion system. Most of them will be disabled state. We are also making t…
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Survey Response UIIntroduction This article presents a custom UI solution based on Visual Builder for submitting survey responses. This solution utilizes a custom UI fragment that dynamic…
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How can hide the pagination icon from Service request pageSummary: On the Service request details page, it shows the Pagination icon, which I added in the image. This is in fusion service Need to remove or hide this Icon. Can y…
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Groovy script to change status when a User responds to Help Desk RequestWe need a groovy script to change the status to 'User Responded' as soon as a user responds to Help desk request. Client is not satisfied with the one provided by Oracle…
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How to check Inbound Messages in Redwood Service Request?In SUI, I am able to see the messages. But in Redwood SR, how to check the Inbound Messages?
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Can we cancel the Work Order from Classic UI ScreenIs there a way to cancel the OFSC Work Orders from Classic UI Screen, you can also let me know if this can be achieved through App Composer.
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Show default to All Work OrdersSummary: So, basically we have a subtab called Work Order on Service Request page where in the Show option we want to have default option as All Work Orders but currentl…
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Users not able to see ess custom jobsThe BI author role is assigned to the users and report level the permission is given to BI author role, still users are not able to see the Reports from Tools—>Scheduled…
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How to migrate Service Assignment rules criteria with inactive category or Business Unit?Summary: I am in the process of migration Classic Help Desk to Next Gen Help Desk. I've completed running job1, 2 ,3 and 4. Next step is to create assignment rules manua…
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Listen for Attachment UploadsSummary: I want to listen for attachment uploads on the Service Request object to update a flag on the record. We are implementing in Redwood and wondering if this is ac…
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Show Message After Account Selection (Create Service Request Page)Hi, In 25C, When I select an account on the 'Create Service Request' page, I want a message to be displayed on the same page after selecting the account. Thanks, Babasah…
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How to Create Custom Fields That Match SR Details Out of the Box StylingSummary This article provides an example of how to add a custom field with a hyperlink to the collapsible panel on the Service Request Details page in Oracle Fusion Serv…
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Email channel for Outlook Add-inSummary: We’ve noticed a difference between our test and production Outlook Add-ins. In the test environment, the “Share” button works as expected, it creates Email-type…
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how to Expand Activities Panel Width on SR Overview Page?Summary: how to Expand Activities Panel Width on SR Overview Page? Content (please ensure you mask any confidential information): Hi, On the SR Overview page, the Activi…
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How to bind a variable with field on work order pageSummary: Hello Experts, I need some help from VBS expert. We have a custom button on Customer Work Order page in Fusion Service which cancels the work order. We want to …
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date and time should be seprate in schedule processSummary: I have a requirement to schedule the process 'Retrieve Inbound Email Messages' to run every 5 minutes between 8:00 AM and 5:00 PM daily, and every 30 minutes ou…
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Unable to View Past Conversations After Enabling SVC_EMAIL_ENABLE_PAST_CONVERSATIONSSummary: We have enabled the outbound email profile option SVC_EMAIL_ENABLE_PAST_CONVERSATIONS by setting its value to 'Y'. However, while composing an email, we are sti…
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Unable to add standard category LOV in the service entitlement matrix classSummary: Hi Team, I am trying to add the "Category" field as new conditional column in the standard coverage which is a standard field in service request object. In the …
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How to get latest updated records from ess_request_history ?Summary: Hi team, We are building a report using the ess_request_history table, where I need to fetch incremental records based on a timestamp filter. However, I couldn’…
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My signature Page errorSummary: Hi Team, When I try to access service > My Signature quick actions from home page, I am getting the below error. Can anyone let me know what the issue might be?…