Implementing Oracle Mobile Field Service - Wireless

This chapter discusses how to implement the Oracle Mobile Field Service - Wireless application.

This chapter covers the following topics:

Overview of the Implementation Tasks for Mobile Field Service - Wireless

To implement the Oracle Mobile Field Service - Wireless application several steps needs to be performed. These steps are outlined in the section below.

Mobile Field Service - Wireless Implementation Task Sequence

To successfully implement the Mobile Field Service - Wireless application, complete these steps in the order shown in the following table:

Required Step Title
Yes Confirm Setup of Other Oracle Applications.
Yes Set Up the User with Wireless Responsibility
Yes Set Up the Profile Options for the Mobile Field Service Wireless User.
Yes Set Up Default Organization and Subinventory.
Optional Set Profile Options for Task Summary Display, Date Format.
Optional Set Up the Spares Management Order Parts Profile Option.
Optional Set Up Task Scheduling and Assignment Profile Options.
Optional Set Up the Email Server Profile Option.
Optional Set Up the System for Route Directions.
Optional Set Up Signature Control.
Optional Verify the Implementation.

Confirming Setup of Other Oracle Applications

Before setting up Oracle Mobile Field Service - Wireless, you must install and fully implement these Oracle applications or components:

Optionally, you’ll need to implement the following applications to run all the functionality available for Oracle Mobile Field Service - Wireless:

For information regarding the installation and implementation of these applications and components, see the appropriate documentation for each product.

Setting Up the User with Wireless Responsibility

Use this procedure to assign the wireless responsibility to the applications user. The profile options for the Oracle Mobile Field Service - Wireless user are set up once per user.

Prerequisites

Steps

  1. Log in to the Oracle Enterprise applications with the System Administrator responsibility.

  2. Navigate to Users window (Security > User > Define).

  3. Query for a valid User Name, which is already in the database.

  4. On the Direct Responsibilities tab, enter the Field Service Wireless responsibility.

  5. Save your work.

Setting Up the Profile Options for the Mobile Field Service Wireless User

Use this procedure to assign profile options to the Mobile Field Service wireless applications user.

Prerequisites

Steps

  1. Log in to the Oracle Enterprise applications with the Functional Administrator responsibility.

  2. Navigate to the Oracle Applications Administration: Core Services - Profiles page (Core Services > Profiles).

  3. Enter the profile Name, in the search area. For wild card searches, use ‘%’. Provide the access level details and click Go.

  4. Enter values for the profile options shown in this section. You can set these options in any sequence.

    Options
    Option Description
    JTFW_PROFILE_DEFAULT_ WIRELESS_ RESPONSIBILITY Set at the User level. The default wireless responsibility is the wireless responsibility with which the user is logged in.
    By default, this profile is set to 22730, the wireless responsibility.
    This profile is not required for Mobile Field Service - Wireless but it is required for Mobile Field Service - Voice. This profile will be used in the case where a user has more than one Field Service Wireless custom responsibilities created using CSFW_WIRLESS_TOP menu.
    CSFW: Use Icons for buttons Image icons or buttons appear, based on the value of this profile option. If this profile is set to Yes, icons are present in the application. If this profile is set to No, buttons are present in the application.
    This profile can be set at User level but is not mandatory. The profile option level precedence rule will take place here.

Setting Up Default Organization and Subinventory

You must set up the default organization and subinventory for the resources that will be using the Oracle Mobile Field Service - Wireless application.

For complete information on creating resources, see Setting Up Field Service Technicians and Dispatchers in the Oracle Field Service Implementation Guide.

Setting Profile Options for Task Summary Display, Date Format

The profile options for the Task Summary Display screen and Date Format are set up at the system level but they can be overridden at the user level.

Use this procedure to optionally set up the profile options for the task summary display screen, date format.

Prerequisites

Steps

  1. Log in to the Oracle Enterprise applications with System Administrator responsibility.

  2. Navigate to System Profile Values window (Profile > System).

    The Find System Profile Values window appears.

  3. In the Profile field, enter: CSFW% and click Find.

    The System Profile Values window appears displaying all the profile options that match the criteria entered.

  4. Enter values for the profile options shown in this section. You can set these options in any sequence.

    Options
    Option Description
    CSF: Default Distance Unit This is the distance unit for measurement purposes in Oracle Mobile Field Service - Wireless. Available values are:

    • Mile

    • Kilometer
    CSFW: TASK DISPLAY1 This profile is used together with CSFW: TASK DISPLAY2 and CSFW: TASK DISPLAY3 to display any three values on the Task Summary screen. The options selected here determine what the field service technicians will view when they start the Oracle Mobile Field Service - Wireless application. The values to select from are:

    • TASK NUMBER

    • SCHEDULE START TIME

    • CUSTOMER ADDRESS

    • STATUS

    • TASK TYPE
    CSFW: TASK DISPLAY2 This profile is used together with CSFW: TASK DISPLAY1 and CSFW: TASK DISPLAY3 to display any three values on the Task Summary screen. The options selected here determine what the field service technicians will view when they start the Oracle Mobile Field Service - Wireless application. The values to select from are:

    • TASK NUMBER

    • SCHEDULE START TIME

    • CUSTOMER ADDRESS

    • STATUS

    • TASK TYPE
    CSFW: TASK DISPLAY3 This profile is used together with CSFW: TASK DISPLAY1 and CSFW: TASK DISPLAY2 to display any three values on the Task Summary screen. The options selected here determine what the field service technicians will view when they start the Oracle Mobile Field Service - Wireless application. The values to select from are:

    • TASK NUMBER

    • SCHEDULE START TIME

    • CUSTOMER ADDRESS

    • STATUS

    • TASK TYPE
    CSFW: Home Page This profile option applies to the PDA application. For the WML application the home page always remains as the Main Menu and for the voice application the home page always remains as Today's Task page. However, for the PDA application, the user does have an option to pick from Main Menu, Today's Task, or Open Tasks as the default Home page.
    CSFW: Task Max This is a numeric value that determines the maximum number of tasks to display on a screen.
    CSFW: Planned Task Window Follow-Up task functionality requires the entry of a Planned Start Date and Planned End Date. The Planned Start Date defaults to the system date and time. This profile determines the Planned End Date. When the profile is not set, the Planned End Date does not default. The profile can be set in number of days. For example, if current date and time are 11-27-2004 (MM-DD-YYYY) and 10:00, and the profile is set to 2.25, the Planned End Date and Time will default to 11-29-2004, 16:00.
    CSFW: Service History Days This profile determines how far back the Service History of an item belonging to a service request should be shown.
    ICX: Date format mask Stores the date format.

Setting Up the Spares Management Order Parts Profile Option

If you plan to use the Spares Management order parts functionality you must set the following profile option: CSP: Order Type.

Use this procedure to set up the profile option:

Steps

  1. Log in to the Oracle Enterprise applications with the System Administrator responsibility.

  2. Navigate to the System Profile Values window (Profile > System).

    The Find System Profile Values window appears.

  3. In the Profile field, enter: CSP% and click Find.

    The System Profile Values window appears displaying all the profile options that match the criteria entered.

  4. Enter values for the profile option shown in this section.

    Option
    Option Description
    CSP: Order Type This profile option is used to provide a default value for order type when creating internal orders. Select from any valid order type in the list of values.

  5. Save your work.

Setting Up Task Scheduling and Assignment Profile Options

Technicians can self-schedule and self-assign new tasks and new follow-up tasks, created from their wireless PDA devices. You can also select a plan option from the Windows to Promise options for scheduling the new tasks and new follow-up tasks, created from wireless PDA devices. You can choose to work right away on an additional new task created on the same service request, or on a new task on a new service request. You can choose the Self Schedule or Windows to Promise options to schedule the new task for a later time, due to constraints, such as calendar availability or if you don't have the required skills or parts to perform the job right away.

Navigate to the Profiles page to set the necessary profile options (Functional administrator > Core Services > Profiles). The table below lists the necessary profile options to set for this functionality. Below the table, these same profile options are detailed.

Important: Oracle Field Service and Oracle Advanced Scheduler must be implemented for this functionality.

Key Profile Options for Task Scheduling and Assignment
Profile Option User System Admin:
USER		 System Admin:
RESP		 System Admin:
APP		 System Admin:
SITE		 Required? Default
CSF: Default Working Task Status View
Update		 View
Update		 View
Update		 View
Update		 View
Update		 Y Working
CSFW: Task Max View
Update		 View
Update		 View
Update		 View
Update		 View
Update		 Y -
CSF: Default Planned task status for planned task View
Update		 View
Update		 View
Update		 View
Update		 View
Update		 Y Planned
CSFW: Technicians Schedulable Options View
Update		 View
Update		 View
Update		 View
Update		 View
Update		 Y Window to Promise
CSF: Default commit task status View
Update		 View
Update		 View
Update		 View
Update		 View
Update		 Y Assigned

Profile Options Description

Option Description
CSF: Default commit task status Technicians can self-schedule and self-assign new tasks and new follow-up tasks from their wireless PDA devices. When the task is scheduled, the task assignment status depends on the value of this profile. The default value for this profile is Assigned.
CSF: Default Planned task status for planned task Technicians can schedule new tasks and new follow-up tasks, using the window options available when utilizing the Windows to Promise mode, from their wireless PDA devices. When the task is scheduled, the task assignment status depends on the value of this profile. The default value for this profile is In Planning.
CSF: Default Working Task Status If you choose to work right away on the additional task created on the same service request or on a new task on a new service request, the task assignment status depends on the value of this profile. The default value for this profile is Working.

Note: Advanced Scheduler is not required for this option.
CSFW: Task Max Technicians can self schedule and self assign tasks and follow-up tasks, using the Self Schedule option or schedule the tasks and follow-up tasks using Windows to Promise options, from their wireless PDA devices. You can select a slot from the plan options that are displayed. The Plan options appear, based on the value of this profile. The plan options appear in an ascending order, from lowest to highest cost.
CSFW: Technicians Schedulable Options Technicians can self schedule and self assign tasks and follow-up tasks, work on the tasks and follow-up tasks right away, or schedule the task and follow-up task using the Windows to Promise option, from their wireless PDA devices. Your access level in the wireless device depends on the value of this profile.

  • No scheduling Permission: When the profile is set with this value, the technician does not have any scheduling and assignment options.

  • Work on it: When the profile is set with this value, the technician can assign the task to themselves and work on it. No scheduling is required.

  • Self Schedule: When the profile is set with this value, the technician has the following options:

    1. Self assign the task and work on it.

    2. Schedule the task by selecting a suitable plan option from the list of various plan options, and assign the task to them self.

    Note: Advanced Scheduler must be implemented for this selection.

  • Intelligent: This allows technicians to perform other options including WTP and schedule a task for other resources. It is similar to the Intelligent mode for the Dispatch Center Scheduler.

    Note: Advanced Scheduler must be implemented for this selection.

  • Window to Promise: This is the default value. When the profile is set with this value, a technician has the following options:

    1. Self assign the task and work on it.

    2. Schedule the task by selecting a suitable plan option from the list of various plan options, and assign the task to them self.

    3. Use the Windows To Promise mode to schedule and assign the task to the best possible resource.

    Note: Advanced Scheduler must be implemented for this selection.

Related Topics

Self-Assign or Self-Schedule Tasks, Oracle Mobile Field Service User Guide

Setting Up the Email Server Profile Option

The Email server is set up only once for the system.

Use this procedure to set up the profile option for the Email server.

Steps

  1. Log in to the Oracle Enterprise applications with the System Administrator responsibility.

  2. Navigate to System Profile Values window (Profile > System).

    The Find System Profile Values window appears.

  3. In the Profile field, enter: JTFW% and click Find.

    The System Profile Values window appears displaying all the profile options that match the criteria entered.

  4. Enter values for the profile option shown in this section.

    Option
    Option Description
    JTFW: SMTP SERVER Set this profile option to your SMTP server.

  5. Save your work.

Setting Up Signature Control

To use the Oracle Mobile Field Service - Wireless signature control functionality, you must use one of the following two wireless devices along with the appropriate system requirements:

Device System Requirements Plug-in Required
Built-In Signature Capable devices Symbol Spectrum 24R WebClient for Palm Computing Platform No
Pocket PC-based devices Pocket PC, Pocket PC2000, Pocket PC 2002, Pocket PC 2003 and 4.0 .Net based devices Yes

On devices with built-in signature capabilities (Symbol Spectrum24R WebClient for Palm Computing Platform), the Mobile Field Service - Wireless application automatically generates the appropriate markup language.

In the case of PocketPC devices running WinCE .0 or later (Pocket PC, Pocket PC2000, Pocket PC 2002, Pocket PC 2003 and 4.0 .Net based devices), a signature capture plug-in is available for download. Please refer to My Oracle Support for information to download the plug-in.

If you are using signature capture with either of the devices supported by Oracle, you must set the CSFW: Enable Signature Control profile option to "yes."

Using Functional Security for Personalization

You can personalize Oracle Mobile Field Service - Wireless using functional security. The application implements two levels of functional security:

Restricting Main Menu Functions

You can remove any function from the wireless main menu by adding it to the Menu exclusion list in the Responsibility Form. In addition, functional security prevents even manual access to a function if it is added in the Menu exclusion list in the Responsibility Form or if the Grant flag is cleared in the Menu Detail UI. If an attempt is made to access a function from the menu that is added in the Menu exclusion or whose Grant flag is cleared in the Menu definition, then the error message "Insufficient privileges to access this function." is displayed. The following table lists the available functions in Oracle Mobile Field Service - Wireless.

Functions for Wireless
Function Function Name
CSFW_DAY Today's Task
CSFW_TASKENTRY Task Search - WAP
CSFW_REQENTRY Service Request Search - WAP
CSFW_DATEENTRY Date Search - WAP
CSFW_ALLPARTS Parts Search - WAP
CSFW_CACHE Offline Schedule
CSFW_ADV_TASK_SEARCH Advance Task Search
CSFW_CREATE_SR Create Service Request
CSFW_KM Knowledge Base
CSFW_PARTS_SRCH Parts Search
CSFW_PARTS_RETURN Parts Return
CSFWTRANHIST Transaction History
CSFW_MOBILE_QUERY Mobile Queries
CSFWPREFERENCES Preferences
CSFWCHANGEPASS Change Password
CSFW_DIRECTIONS Get Directions
CSFW_ABOUT About Field Service

To restrict a function from appearing in the Wireless main menu

  1. Navigate to System Administrator > Security > Responsibility.

  2. Search for Field Service Wireless responsibility.

  3. In the Menu Exclusions tab, add the functions to be excluded.

or

  1. Navigate to Functional Administrator > Core Services > Menus.

  2. Search for the Wireless menu Field Service Wireless.

  3. Clear the Grant checkbox for the function to be excluded from the menu.

Restricting Subfunctions Within a Function

The second layer of functional security uses permissions and subfunctions. With these permissions and subfunctions, you can restrict display of a subfunction or the action in a function. That is, you can personalize the Mobile Field Service - Wireless UIs.

The following second-level functions (permissions) are available in the Task Detail UI:

  1. CSFW_TINF_TASK_DFF_V - Task DFF View

  2. CSFW_TINF_TASK_DFF_U - Task DFF Update

  3. CSFW_TINF_SR_ATCHT_V - SR Attachment View/Download

  4. CSFW_TINF_SR_ATCHT_U - SR Attachment Upload

  5. CSFW_TINF_TASK_NOTE_V - Task Note View

  6. CSFW_TINF_TASK_NOTE_C - Task Note Create

  7. CSFW_TINF_SR_NOTE_V - Service Request Note View

  8. CSFW_TINF_SR_NOTE_C - Service Request Note Create

  9. CSFW_TINF_SR_DFF_V - Service Request DFF View

  10. CSFW_TINF_SR_DFF_U - Service Request DFF Update

The following second- level functions (permissions) are available in the Debrief UI:

  1. CSFW_DBF_PROB_U - Problem Code Update

  2. CSFW_DBF_HDR_DFF_V - Debrief Header DFF View

  3. CSFW_DBF_HDR_DFF_U - Debrief Header DFF Update

  4. CSFW_DBF_MAT_V - Material Debrief View

  5. CSFW_DBF_MAT_U - Material Debrief Update

  6. CSFW_DBF_EXP_V - Expense Debrief View

  7. CSFW_DBF_EXP_U - Expense Debrief Update

  8. CSFW_DBF_LAB_V - Labor Debrief View

  9. CSFW_DBF_LAB_U - Labor Debrief Update

  10. CSFW_DBF_SIG_U - Signature Capture

  11. CSFW_DBF_RES_U - Resolution Code Update

  12. 12. CSFW_DBF_NOTE_V - Debrief Notes View

  13. CSFW_DBF_NOTE_U - Debrief Notes Update

To set access or restrict a particular functionality in the Task Details UI or the Debrief UI, you use the listed permissions in the Wireless main menu Field Service Wireless through the permission set Field Service Wireless - Default Permission Set. To restrict access to any functionality of these UIs, such as Signature Capture or Service Request Note View, you remove the specific permission from the permission set. Alternatively, you can create a new permission set with the set of permissions required by a particular user or user-group, or similar entity, and create a grant for such entity.

To restrict a subfunction with a function

  1. Navigate to Functional Administrator > Security > Permission Sets.

  2. Search for set Field Service Wireless - Default Permission Set.

  3. Remove the subfunction to be excluded or hidden from the default permission set.

or

  1. Navigate to Functional Administrator > Core Services > Menus.

  2. Search for the Field Service Wireless menu.

  3. Navigate to the submenu/permission set added to the menu.

  4. Click the submenu link.

    The permissions/sub-functions attached to the submenu appears.

  5. Clear "Grant" from the permissions to be excluded.

or

  1. Navigate to Functional Administrator > Security > Permission Sets.

  2. Create a permission set based on the specific requirement.

  3. Remove the default permission set from the Wireless main menu.

  4. Attach the new permission set.

  5. For the user level, create a grant for the new permission set and assign the grant to the user or user group.

Verifying the Implementation

To verify a successful implementation of the Oracle Mobile Field Service - Wireless application you should perform several tasks. Tasks covered in this section include:

Verify User Login

After you have implemented the Oracle Mobile Field Service - Wireless application, you can verify the user login as follows:

  1. Type in the URL for the Portal to Go Server (Oracle AS Wireless Server) and click on the Field Service URL Adapter Service.

  2. Type in the applications login and password and verify that you can view the menu.

Verify Task Detail Information Card

To verify the task detail information, perform these steps:

  1. Create a service request using the Oracle Field Service core application and assign a task to a Field Service wireless user for today.

  2. Log in to the Oracle Mobile Field Service - Wireless application and verify whether the task is properly assigned to the wireless user.

  3. Click on Today's Task and verify the display of the summary screen is in accordance with the profile setting for CSFW: TASK DISPLAY1, CSFW: TASK DISPLAY2, and CSFW: TASK DISPLAY3.

  4. Click Customer Information and verify that you can send an e-mail, assuming that an SMTP server is available.

Verify Directions

If Directions are implemented, you can verify that the function works correctly as follows:

  1. Log in to the Oracle Mobile Field Service - Wireless application and click Direction.

  2. Click Other and type in a starting and ending address that you know are correct.

  3. Verify the Directions text.