Oracle Field Service Implementation Guide

Contents

Title and Copyright Information

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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

      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