This is a single-topic chapter on using an e-mail interface for mobile queries. The procedure does not require the use of a client laptop computer or pocket PC.
This chapter covers the following topics:
You can use e-mail to send predefined queries to the enterprise and receive answers by e-mail. You can execute these queries using any devices available in the market that have e-mail capability. Typically this feature supports the service request flow in updating task information, especially in completing task execution at a customer site. Some of the queries that you can make are as follows: get the day's task information, update a task status in the field, attach a note to a task, create a personal task, and list the last five activities performed on an account. These "queries" are not limited to passive read operations but also include update operations. To augment the seeded queries, administrators can create custom queries to support your business processes.
Prerequisites
To send and receive a mobile query by e-mail
Consult a list of available mobile query commands. The following table, Seeded Mobile Query Commands, lists the commands that are seeded with the application.
Format a mobile query in the user send box for e-mail:
In the subject line of the e-mail, specify the command and values for the required parameters.
Example: Mytasks william_colburn@oracle.com
Address the e-mail to the central mobile query e-mail inbox.
Send the e-mail to the mobile query e-mail inbox.
The concurrent program Process Email Mobile Queries reads the unread e-mail from the predefined inbox and runs the embedded query from the e-mail. Then the program sends the formatted result in the body of an e-mail based on your e-mail format preferences.
Read and perhaps print the resulting e-mail.
| GSI Command | Seeded Command | Parameter | Details | Security | Output |
|---|---|---|---|---|---|
| Seeded command is used out-of-the-box | Mytasks | Email ID (optional) | Gets the list of open tasks. | Case 1: | Email Subject Line: |
| An individual technician is allowed to view the task assignment status of those tasks that are assigned to him/her. | Success/Error: - Mobile Query Response: MYTASKS | ||||
| No profiles are used. | No parameter is required in this case. | ||||
| Case 3: | Following fields are displayed in the email body: | ||||
| Group administrators have the ability to view the tasks that are assigned to the members of their groups. | · SERVICE REQUEST | ||||
| No parameter is required in this case. | · CUSTOMER | ||||
| Case4: | · TASK NUMBER | ||||
| Group administrators are allowed to view the task list of a particular technician by sending the command with the email ID of that technician. | · SUBJECT | ||||
| Parameter email ID is required in this case. | · TASK STATUS | ||||
| · SCHEDULED START DATE | |||||
| · SCHEDULED END DATE | |||||
| Accepted By FSE | Accept | Task No | Updates task assignment status to Accept. | The task being updated must be assigned to the sender of the command. | Email Subject Line: |
| Success/Error - Mobile Query Response: ACCEPT | |||||
| Mobile query sets the assignment status of the value defined in the profile CSF: Default Accepted Task Status. | |||||
| The following notification is displayed in the email body: | |||||
| Mobile Query Request From: | |||||
| TECH1@oracle.com | |||||
| Command: | |||||
| ACCEPT Parameter: [36780] has | |||||
| been executed successfully. | |||||
| Response ID:144 | |||||
| Not seeded out- | Pre-Work | Task No | Updates task assignment status to Pre-Work. | The task being updated must be assigned to the sender of the command. | Email Subject Line: |
| of-the-box | NOTE: This query is not seeded. Refer to Section 11.User Procedures for more details on how to implement new MQs. | Success/Error - Mobile Query Response: ACCEPT | |||
| The following notification is displayed in the email body: | |||||
| Mobile Query Request From: | |||||
| TECH1@oracle.com | |||||
| Command: | |||||
| PE_WORK Parameter: [36780] has been executed successfully. | |||||
| Response ID:nnn | |||||
| Traveling | Travel | Task No | Updates task assignment status to Traveling. | The task being updated must be assigned to the sender of the command. | Email Subject Line: |
| Implementers can use their own custom defined status by changing the MQ definition. | Success/Error - Mobile Query Response: ACCEPT | ||||
| Refer to Section 11 User Procedures for more details on how to implement new MQs. | |||||
| Email Subject Line: | |||||
| Success/Fail - Mobile Query Response: TRAVEL | |||||
| The following notification is displayed in the email body: | |||||
| Mobile Query Request From: | |||||
| TECH1@oracle.com: | |||||
| TRAVEL Parameter: [36780] has | |||||
| been executed successfully. | |||||
| Response ID:145 | |||||
| FSE On Site | Working | Task No | Updates task assignment status to Working. | The task being updated must be assigned to the sender of the command. | Email Subject Line: |
| Success/Error - Mobile Query Response: WORKING | |||||
| Mobile query sets the assignment status to the value defined in the profile CSF: Default Working task status. | |||||
| The following notification is displayed in the email body: | |||||
| Mobile Query Request From: | |||||
| TECH1@oracle.com | |||||
| Command: | |||||
| WORKING Parameter: [36780] | |||||
| has been executed | |||||
| successfully. Response ID:146 | |||||
| Hide this query using disable flag | Cancel | Task No | Updates task assignment status to Canceled. | The task being updated must be assigned to the sender of the command. | Email Subject Line: |
| Success/Error - Mobile Query Response: CANCEL | |||||
| Mobile query sets the assignment status to the value defined in the profile CSF: Default Cancelled task status. | |||||
| The following notification is displayed in the email body: | |||||
| Mobile Query Request From: | |||||
| TECH1@oracle.com | |||||
| Command: | |||||
| CANCEL Parameter: [36780] | |||||
| has been executed successfully. | |||||
| Response ID:147 | |||||
| Hide this query using disable flag | Closed | Task No | Updates the task assignment status to Closed. | The task being updated must be assigned to the sender of the command. | Email Subject Line: |
| Mobile query sets the assignment status to the value defined in the profile CSF: Default Auto Close Task Status. | Success/Error - Mobile Query Response: CLOSED | ||||
| The following notification is displayed in the email body: | |||||
| Mobile Query Request From: | |||||
| TECH1@oracle.com | |||||
| Command: | |||||
| CLOSED Parameter: [36780] has | |||||
| been executed successfully. | |||||
| Response ID:148 | |||||
| Completed Pending | Completed | Task No | Updates the task assignment status to Completed. | The task being updated must be assigned to the sender of the command. | Email Subject Line: |
| Implementers can use their own custom defined status by changing the MQ definition. | Success/Error - Mobile Query Response: COMPLETED | ||||
| Refer to Section 11.User Procedures for more details on how to implement new MQs. | |||||
| The following notification is displayed in the email body: | |||||
| Mobile Query Request From: | |||||
| TECH1@oracle.com | |||||
| Command: | |||||
| COMPLETED Parameter: | |||||
| [36780] has been executed | |||||
| successfully. | |||||
| Response ID:149 | |||||
| Seeded Query is used out-of-the-box | Addnote | Task No, Note | Attach a note to the task. | The task being updated must be assigned to the sender of the command. | Email Subject Line: |
| Success/Error - Mobile Query Response: ADDNOTE | |||||
| Note Visibility: | |||||
| Mapping between GSI and MOS system. | Following notification is displayed in the email body: | ||||
| GSI > MOS | |||||
| Public > internal | Mobile Query Request From: TECH1@oracle.com | ||||
| Publish > Public | Command: ADDNOTE | ||||
| Private > Not used | Parameter: [36779, Please Call | ||||
| the Customer Before the Visit] | |||||
| Out-of-the box, Notes will be created with note visibility “Public” | has been executed successfully. | ||||
| Implementers can set the visibility to Internal by changing the MQ definition. | Response ID:85 | ||||
| Refer to section 11.User Procedures for more details on how to implement new MQs. | |||||
| IT team will create a new MQ. | Custnote | Task No, Note | Attach a note to the task. | The task being updated must have been assigned to the sender of the command. | |
| Refer to section 11 User Procedures for more details on how to implement new MQs. | In this case, the system attaches a note to the referenced task with a note visibility of Public. | ||||
| Note Visibility: | |||||
| Mapping between GSI and MOS system. | |||||
| GSI > MOS | |||||
| Public > internal | |||||
| Publish > Public | |||||
| Private > Not used | |||||
| After creating a new MQ, implementers should set the note visibility to Publish/Public based on their requirement. | |||||
| Refer to section 11 User Procedures for more details on how to implement new MQs. | |||||
| Seeded Query is used out-of-the-box | Sendtask | Task No | Send all details of the task. | The task being requested must be assigned to the sender of the command. | Email Subject Line: |
| Additionally, task notes are displayed. | Success/Error - Mobile Query Response: SENDTASK | ||||
| Additionally, task notes are displayed. | |||||
| The following fields are displayed in the email body: | |||||
| · TASK NUMBER | |||||
| · TASK NAME | |||||
| · DESCRIPTION | |||||
| · PRIORITY | |||||
| · TYPE | |||||
| · STATUS | |||||
| · CUSTOMER | |||||
| · SCHEDULED_START_DATE | |||||
| · SCHEDULED_END_DATE | |||||
| · SUMMARY | |||||
| · PROBLEM_CODE | |||||
| · ADDRESS | |||||
| · PLANNED_EFFORT | |||||
| · UNIT_OF_MEASURE | |||||
| · ITEM | |||||
| · SERIAL_NUMBER | |||||
| Note Region | |||||
| · Note Type | |||||
| · Note Details | |||||
| Hide this query using disable flag | Sendsr | SR No | Send all details of the service request | The SR (through the task) being requested must be assigned to the sender of the command. | Email Subject Line: |
| Success/Error - Mobile Query Response: SENDSR | |||||
| Additionally, task notes are displayed. | The following fields are displayed in the email body: | ||||
| · SR NUMBER | |||||
| · NAME | |||||
| · TYPE | |||||
| · STATUS | |||||
| · SEVERITY | |||||
| · CUSTOMER | |||||
| · REPORTED_DATE | |||||
| · ITEM | |||||
| · INSTANCE | |||||
| · SERIAL_NUMBER | |||||
| · PROBLEM_CODE | |||||
| RESOLUTION_CODE | |||||
| Hide this query using disable flag | Chkentitle | Serial numbers | Send the Entitlements for the serial numbers. | The IB items being requested should be visible to sender of the command through a task assignment. | Email Subject Line: |
| Success/Error - Mobile Query Response: CHKENTITLE | |||||
| The following fields are displayed in the email body: | |||||
| · NUMBER | |||||
| · NAME | |||||
| · DESCRIPTION | |||||
| · STATUS | |||||
| · COVERAGE_NAME | |||||
| · COVERAGE_TYPE | |||||
| · COVERAGE_DESCRIPTION | |||||
| · WARRANTY | |||||
| · START_DATE | |||||
| · END_DATE |