Oracle Field Service Implementation Guide

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Preface

Introduction

Oracle Field Service Suite Overview

Oracle Field Service Overview

Architectural Overview and Technology Requirements

Architectural Overview

Software and Hardware Requirements

Mandatory and Conditional Dependencies

Field Service Mandatory Dependencies

Field Service Conditional Dependencies

Advanced Scheduler Mandatory Dependencies

Advanced Scheduler Conditional Dependencies

Performance Requirements and High Availability

About High Availability

About Mapping Responsibilities

Seeded Responsibilities

Mapping Responsibilities

Concurrent Programs Supported in Field Service in High Availability

User Actions Supported in High Availability

E-Business Suite Application Implementation Tasks

Summary of E-Business Suite Implementation Tasks

Setting Up the System Administrator

Defining Key Flexfields

Defining Calendars, Currencies, and Set of Books

Defining a Calendar

Defining Currencies

Defining a Set of Books

Opening and Closing Accounting Periods

Confirming Setup of Territory Manager

Setting up Field Service Customers and Resources

Confirming Setup of Customer Model 11

Confirming Setup of Employees

Confirming Setup of Resources

Confirming Setup of Calendar

Defining a Calendar

Defining Calendar Exceptions

Assigning Resources to Calendar

Defining Shifts

Assigning Shifts/Exceptions to Calendar

Confirming Setup of Inventory

Defining Unit of Measure

Checking Profile Option for Operating Unit Setting

Defining Subinventories

Additional Setup Required for Intransit Subinventory

Setting up Account Aliases

Defining Items

Setting Up On Hand Quantity for Items

Setting up Counters

Defining Planners

Defining Shipment Methods

Defining Freight Carriers

Confirming Setup of Order Management

Setting Up Price Lists

Setting Up Oracle Work In Process

Setting Up Oracle Bills of Material

Setting Up Oracle Purchasing

Setting Up Business Processes

Setting up the Field Service Request and Solution

Confirming Setup of Install Base

Confirming Setup of Service Contracts

Confirming Setup of Contracts Core

Confirming Setup of Assignment Manager

Confirming Setup of Service Requests

Confirming Setup of Knowledge Management

Confirming Setup of Tasks

Setting Up Task Status, Transition Rules, and Cross-Task Validation

Setting Up Task Type

Setting Up Task Priority

Setting Up Task Manager Profile Options

Confirming Setup of Escalation Management

Confirming Setup of Notes

Confirming Setup of Interaction History

Setting Up Transaction Billing Types

Confirming Setup of Charges

Field Service Implementation Tasks

Field Service Implementation Task Summary

Creating Field Service Territories

Running the Synchronize Territory Assignment Rules Program

Setting Up Skills Management

Setting Up Internal Field Service Resources

Creating an Employee Resource

Creating an Applications User ID

Creating Supplier Contacts (Non-Employee Resources)

Importing the Field Service Employee or Supplier Contact into the CRM Resource Manager

Assigning the Resource to a Calendar

Assigning Technician Resources to a Territory

Maintaining Technician Addresses and Sub-Inventories

Assigning Skills and Skill Levels to Technicians

Assigning Role and Role Type to the Resource

Adding the Dispatcher Resource Record to a Planner Group

Assigning Territories to Planner Groups

Associating Territories to a Dispatcher

Setting up Third Party Field Service Resources

Creating Third Party Resource Records

Setting up Third Party Administrators

Setting up Third Party Technicians

Generating Field Service Trips

Running the Generate Field Service Trips Concurrent Program

Defining an Executable

Setting Up the Generate Field Service Trips Concurrent Program

Activating Automatic Commitment of Tasks

Setting up the Technician and Administrator Portals

Defining Material Justification Codes

Defining Labor Justification Codes

Defining Expense Justification Codes

Setting Up Billing Types and Service Activity Codes

Setting Up Oracle E-Records and E-Signatures for Field Service

Setting up the Field Service Dispatch Center

Setting Up Query Selection for Task Owner Context Enforcement

Configuring Tasks List Table Attribute Display

Setting Up Task Custom Color Coding

Setting Up the Scheduling Chart View

Setting Up the Map

Setting Up Spatial Data

Setting Up Google Maps

Purging Field Service Data

Setting Up GPS

Implementing and Managing GPS Vendors and Devices

Starting GPS and Registering Vendors and Devices

Registering and Assigning GPS Devices

Tracking GPS Path of Resource

Purging GPS Data

Scheduling the Purge GPS Location Feeds Program

Monitoring Submitted Purge Jobs

Spares Management Implementation Tasks

Setting Up Oracle Spares Management

Defining Forecast Rules

Setting Up a Forecast Rule

Selecting a Forecast Rule

Defining Calculation Rules

Defining Excess Rules

Defining Excess Reject Reasons

Creating Business Rules to Automate Warehouse Notifications

Defining Manual Override Reasons

Defining Task Parts

Defining Parts Priorities

Defining Delivery Times

Setting up Reschedule Rules

Setting Up Warehouse Replenishment Planning

Defining Excess and Defective Warehouses and Repair Suppliers

Defining Excess Warehouses and Assigning to the Warehouse Being Planned

Defining Defective Warehouse Organizations

Defining and Assigning Internal Repair Suppliers

Defining and Assigning Planned Order Release Automation Business Rules

Setting Up Other Warehouse Planning Parameters

Defining Planning Parameters to Create Min-Max levels for a Warehouse or Technician

Setting Up Lead Times for Warehouse Replenishment Planning

Setting Up External Repair Execution

Setting Up Repair Parameters

Setting Profile Options for External Repair Execution

Setting Up Parts Search and Ordering Profile Options

Setting Up Oracle Advanced Scheduler

Oracle Advanced Scheduler Implementation Task Sequence

Confirming Implementation of Field Service

Confirming Setup of Spares Management

Confirming Setup and Loading Spatial Data

Setting Up Oracle Advanced Scheduler

Activating Oracle Advanced Scheduler

Configuring Scheduler Rules

Setting up Additional Scheduler Features

Setting Up Tasks Longer Than a Standard Shift

Setting Up Access Hours and After Hours Constraints

Marking a Task to Indicate Customer Confirmation Requirement

Setting Up Advanced Scheduler and Time and Distance Calculations

Setting Up Advanced Scheduler to Use Time Distance Calculations

Understanding Time Distance Scheduling Modes

Calculating Actual Travel Time and Distance (Street Level Routing)

Calculating Estimated Travel Time and Distance (Point-to-Point or As the Crow Flies)

Using Default Values for Travel Time and Distance Calculation

Geo-Coding

Automating Scheduling and Commitment of Tasks

Defining Task Queries for Autonomous Scheduler and Auto Commit Process

Launching the Autonomous Scheduler

Defining an Executable

Defining Program Parameters

Preventive Maintenance Setup Steps

Preventive Maintenance Setup Summary

Preventive Maintenance Business Process

Setting Up Preventive Maintenance Programs

Implementation Task Sequence for Preventive Maintenance

Create Users and Add Preventive Maintenance Responsibilities

Create PM Request Type and Map to Responsibilities

Create Resource Group of Preventive Maintenance

Create Preventive Maintenance Territory and Assign Resources

Create Task Template Groups and Task Templates

Create Master Items

Create Counter Groups and Counters

Create Preventive Maintenance Programs

Create Coverage Templates for PM Programs

Set Up Service Program/Warranty for Service Contracts

Add Service Program/Warranty Items to Price List

Windows/Pages and Navigation Paths

Overview of Field Service Windows and Navigation Paths

Windows/Pages and Navigator Paths

Profile Options

Overview of Profile Options

Field Service Profile Options

21 CFR Part 11 Compliance

21 CFR Part 11 Overview

Index

Oracle Field Service Implementation Guide

Contents