This chapter documents about High Availability (HA), mapping of responsibilities for HA and the user actions supported in Field Service in HA.
This chapter covers the following topics:
Organizations providing round the clock support to their customers require computer systems to also be available 24x7. Hence, any planned or unplanned outages may bring down employee productivity, reduce customer satisfaction and affect business until all systems are back up and running. Service companies that have shorter turnaround times can adversely be affected by such downtimes. Oracle TeleService provides high availability (HA) of critical features. This feature is especially useful where a single instance is run and entire operations are affected by these downtimes.
High availability refers to enabling operational continuity of the business critical functions of application or system during a scheduled production outage. Planned production downtime may be due to patch applications or other system configurations that require that the production instance is taken offline or restarted.
Related Topics
High Availability Solution, Oracle TeleService Implementation and Administration Guide
Critical Business Functions Available in High Availability, Oracle TeleService Implementation and Administration Guide
Setting Up High Availability, Oracle TeleService Implementation and Administration Guide
Responsibilities enable users to access different user interfaces on the high availability instance. During the HA Record phase, users are given access only to the HA equivalents of their standard production responsibilities. The HA responsibilities give access to a limited set of UIs and functions that are available on the HA instance. When the production instance is restored, users will resume with their regular responsibilities.
The Service High Availability Administrator must setup the responsibilities on the production instance. Since the high availability instance is a clone of the production instance, the responsibility mapping performed on the production instance is available on the high availability instance when the production instance is brought offline. The fields on the High Availability Responsibility Mapping page display the list of active responsibilities in Service, Field Service, and Mobile Field service.
The following are the different seeded responsibilities for Field Service.
Field Service Technician HA
Field Service Dispatcher HA
Field Service Administrator HA
Field Service Manager HA
Before the HA instance is made available,
Only the System Administrator responsibility is available
All responsibilities that are marked as HA responsibilities are available. Responsibilities on the production instance are mapped to responsibilities on the HA instance.
No other responsibilities are available on the HA instance.
These HA responsibilities are then assigned to users with corresponding normal responsibilities.
Barring few required programs for Service all other concurrent programs, workflows, and business events cannot be run on the HA instance. See Concurrent Requests Supported in Field Service in High Availability
Users will have access to the regular responsibilities when they move back to the production environment.
Use this procedure to map responsibilities on the production instance.
To map responsibilities:
On the High Availability Responsibility Mapping page, select the responsibility name from the Responsibility Name list. All responsibility mappings related to the selected responsibility are displayed in the Application Name, HA Application Name, and HA Responsibility Name fields.
Click Delete to delete a responsibility mapping. To delete multiple responsibility mappings select the check box next to the mapping and click Delete.
Click the Add icon to add a responsibility mapping.
Click Apply.
Click OK. The values in this setup are saved to the CSM_HA-RESP_MAPPINGS table that is used during the HA Record start phase.
The following concurrent programs are supported on the high availability instance:
Generate Field Service Trips
Find Invalid Address
Auto Commit Tasks
Search and Schedule Tasks Automatically
Optimize across Trips
The following table lists the user actions/functionality that is supported in HA. Features that have the Capture Transaction in HA Mode column set to Y (Yes) are supported in HA mode. These functions/transactions will be captured and replayed in the production instance. Features that are set to N (No) in the Capture Transaction in HA Mode column must either be hidden, disabled or enabled in read-only mode so that the users cannot make updates that will not be captured. In OA HTML pages, you can do this through personalization.
Features that have the Enabled in UI in HA Mode column set to Y are displayed on the UI and can be accessed in the HA mode. For features that are marked as N, users cannot access them and the feature can either be disabled or is not shown on the UI.
| Module | Flow/Location | User Action | Capture Transaction in HA Mode | Show/Enable in UI in HA Mode |
|---|---|---|---|---|
| Debrief | Enter/update debrief (entering information) | Y | Y | |
| Enter debrief (creating charges) | Y | Y | ||
| Update assignment status | Y | Y | ||
| View/Enter notes | Y | Y | ||
| Access Calendar button (read-only) | N | Y | ||
| Create Personal Task | Y | Y | ||
| Dispatch Center | Overview Tab | |||
| View Task | N | Y | ||
| All Notes button | Y | Y | ||
| Task Notes button | Y | Y | ||
| Customer Confirmation button | Y | Y | ||
| Service Request Tab | ||||
| View Service Request info (read-only) | N | Y | ||
| View/Enter notes | Y | Y | ||
| View/Query Service History | N | Y | ||
| Add Attachments | Y | Y | ||
| Escalations Tab | ||||
| View Escalations (read-only) | N | Y | ||
| Spares Tab | ||||
| View Spares (read-only) | N | Y | ||
| Product Tab | ||||
| View Product info (read-only) | N | Y | ||
| Resources Tab | ||||
| View Assignee info | N | Y | ||
| Update Task Assignment Status | Y | Y | ||
| Address Tab | ||||
| View Address info (read-only) | N | Y | ||
| Contacts Tab | ||||
| View Contacts info (read-only) | N | Y | ||
| Skills Tab | ||||
| View Skills info (read-only) | N | Y | ||
| Access Hours Tab | ||||
| View access hours info (read-only) | N | Y | ||
| Task Dependency Tab | ||||
| View task dependency info (read-only) | N | Y | ||
| Parent/Child Tab | ||||
| View parent/child info (read-only) | N | Y | ||
| Plan Board | ||||
| Update Trip | N – users can do it, but it will not be replayed | Y | ||
| Delete Trip | N – users can do it, but it will not be replayed | Y | ||
| Block Trip | N – users can do it, but it will not be replayed | Y | ||
| Recalculate | Y | Y | ||
| Optimize | Y | Y | ||
| Commit | Y | Y | ||
| Schedule Task | Y | Y | ||
| Create and Update Personal Task | Y | Y | ||
| Create and Update Follow-up Task | Y | Y | ||
| Setup | Setup access hours | N | N | |
| Menu – Tools | Lock Query | N – users can do it, but it will not be replayed | Y | |
| Repeat Last Query | N – users can do it, but it will not be replayed | Y | ||
| Edit Query | N – users can do it, but it will not be replayed | Y | ||
| Save Query As | N – users can do it, but it will not be replayed | Y | ||
| Optimize Across Trips | Y | Y | ||
| Recalculate All Trips | Y | Y | ||
| Auto Commit Tasks | Y | Y | ||
| Find Invalid Addresses | Y | Y | ||
| Change Invalid Addresses | N – users can do it, but it will not be replayed | Y | ||
| Hide Shift Tasks | N | Y | ||
| Show Regular Shifts | N | Y | ||
| Show Stand By Shifts | N | Y | ||
| Menu – Map Options | View Selected Task(s) on Google Map | N | Y | |
| View All Territory Task(s) on Google Map | N | Y | ||
| Launch Google Map | N | Y | ||
| Menu – Navigate | Schedule Management | Y | Y | |
| Access Hours | Y | Y | ||
| Task Dependencies | Y | Y | ||
| Parent/Child | Y | Y | ||
| Skills Assignment | Y | Y | ||
| Parts Requirement | N | Y, but read-only | ||
| Source Document | Y | Y – launches the SR UI | ||
| Customer Confirmation | Y | Y | ||
| Select Territories and Task Owners | N, users can select but will not be replayed | Y | ||
| Resource Addresses and Subinventories | N | Y, but read-only | ||
| Resource Skills Management | N | Y, but read-only | ||
| Service History | N | Y | ||
| Spares Management | N | N | ||
| SpreadTable – menu | Copy Cell | Y | Y | |
| Copy Selected Rows | Y | Y | ||
| Copy All Rows | Y | Y | ||
| Find in Table | N | Y | ||
| Refresh | N | Y | ||
| Sort | N | Y | ||
| Go To | N | Y | ||
| Auto Schedule | Y | Y | ||
| Commit Task | Y | Y | ||
| Schedule | Y | Y | ||
| Reschedule Selected Task | Y | Y | ||
| Reschedule starting at selected Task | Y | Y | ||
| Customer Confirmation | Y | Y | ||
| Unschedule Task | Y | Y | ||
| Cancel selected task | Y | Y | ||
| Cancel starting at selected Task | Y | Y | ||
| Debrief | Y | Y | ||
| Parts Requirement | N | Y, but read-only | ||
| Access Hours | Y | Y | ||
| Task Dependencies | Y | Y | ||
| Parent/Child | Y | Y | ||
| Change Invalid Addresses | Y | Y | ||
| Send Message | N | Y | ||
| Source Document | Y | Y | ||
| Task Related Information | Y | Y | ||
| View Task on Google Map | N | Y | ||
| Menu – Plan Board/Gantt | Create Personal Task | Y | Y | |
| Create Trip | N – not replayed; trips must be created before entering HA mode | Y | ||
| Receive Parts | Y | Y | ||
| Return Parts | Y | Y | ||
| Commit Schedule | Y | Y | ||
| Schedule Management | Y | Y | ||
| Resource Information | Y | Y | ||
| Calendar | Y | Y | ||
| Resource Address and Subinventories | N | Y, but read-only | ||
| Resource Skills Management | N | Y, but read-only | ||
| View Technician Location on to Google Map | N | Y | ||
| Technician/Administrator Portal & MFS Wireless | Tasks | Task list on dashboard | N | Y |
| Search task | N | Y | ||
| Update task | Y | Y | ||
| Create follow up task | Y | Y | ||
| Create personal task | Y | Y | ||
| Schedule task | Y | Y | ||
| Update IB (Actions LOV) | N | N | ||
| Service Request | Search service request | N | Y | |
| Update service request | Y | Y | ||
| Create service request | Y | Y | ||
| View service history | N | Y | ||
| Update counter readings | Y | Y | ||
| Parts | Search parts | N | Y | |
| Transfer parts | N | N | ||
| Order parts | N | N | ||
| Receive parts | N | N | ||
| Return parts | N | N | ||
| Debrief | Capture debrief- labor, material, expense | Y | Y | |
| Process debrief to charges | Y | N/A | ||
| Travel debrief | Y | Y | ||
| Debrief error correction | Y | Y | ||
| Debrief E-record Approval | N | N | ||
| Default travel and labor debrief based on task status updates | Y | Y | ||
| Capture signature | Y | Y | ||
| Contract | View contracts | N | Y | |
| Customer | View customer and contact info | N | Y | |
| Notes | View/create notes | Y | Y | |
| Install Base | View install base configuration | N | Y | |
| Update install base configuration | N | N | ||
| Knowledge Management (KM) | View KM | N | Y | |
| Create/update KM | N | N | ||
| Miscellaneous | Upload/download attachment | Y | Y | |
| Access maps and driving directions | N | Y | ||
| Spares Management | Planners Desktop | |||
| Spares Logistics | Part Search Hierarchy | N | Y | |
| Parts Return | N | N | ||
| Parts Requirement Search | N | Y | ||
| Receive Inbound Orders and Reservations | N | N | ||
| Repair Purchase Order Details | N | N | ||
| Move Order | ||||
| Part Search Hierarchy | N | Y | ||
| Order Part | N | N | ||
| Repair Part | N | N | ||
| Create Move Order | N | N | ||
| Reservations | N | N | ||
| Print Picklists | N | N | ||
| Confirm Picklists | N | N | ||
| Packlists | N | N | ||
| Receive Shipments | N | N | ||
| Move Order Status | N | N | ||
| Advanced Scheduler | ||||
| Geocoding addresses | N – not replayed in production instance | Y | ||
| Find Invalid Addresses | N | Y | ||
| Record confirmation requirement, receipt | Y | Y | ||
| Schedule a task in intelligent mode | Y | Y | ||
| Schedule a task in window-to-promise mode | Y | Y | ||
| Schedule a task in assisted mode | Y | Y | ||
| Unschedule a task | Y | Y | ||
| Optimize trip | Y | Y | ||
| Parts search | Y | Y | ||
| Parts order/reservations | N | N |