Implementation Process

Overview

You can install and use the Oracle Mobile Field Service (MFS) Store and Forward Multiplatform application on Windows, iOS and Android platforms.

The implementation process involves the following steps:

Defining the attributes required to use the MFS Store and Forward Multiplatform application
Installing the application on a smartphone, tablet or laptop
Synchronizing with the enterprise server to download application data

Defining attributes

The following tasks must be completed prior to installing the Mobile Field Service Store and Forward application:

Set up profile options for Mobile Field Service.
Schedule concurrent programs for Mobile Field Service.
Create a Mobile Field Service user.

Setting Profile Options for Mobile Field Service

Profiles control various features of the Mobile Field Service Store and Forward Multiplatform application. You can set up profiles within the Windows or Self Service applications (Functional administrator: Core Services > Profiles).

The table below indicates the profile name,a brief description, the level at which to be set, and the recommended value (the default value).

Profile Option	Description	Access Level	Default/ Recommended Values
CSF: Default Return Reason (For Material Debrief)	The return reason selected with this profile option is the default return reason during debrief.	All defined return reasons.
ASG: Enable Mobile User	You can gain access to the Mobile Field Service application, regardless of your associated responsibilities. When you are mapped to multiple responsibilities and all responsibilities have rights to access the Mobile Field Service application, you can access the application with the oldest responsibility (gained access first). The Responsibility's Application field value must be populated with Field Service.	Site, Application, Responsibility, and User	Yes: Set this profile option to Yes at the responsibility level for the responsibility needing access to the Mobile Field Service application. All users that are associated with that responsibility are granted access rights to the Mobile Field Service application. No: If this profile option is set to No, all users that are associated with that responsibility cannot access the Mobile Field Service application.
ASG:Synchronous Data Upload	This profile is used to determine the sync logic that is followed when field service technicians order parts.	Need input	If the profile is set to “Yes”, parts requirement will be uploaded, processed immediately at the enterprise server, and the order number will be downloaded to the device during the same synchronization. If the profile is set to 'No', order number is downloaded only during the next synchronization.
CSF: Allow Overlapping Debrief Lines	Setting the profile to No does not allow overlapping labor lines within a task. Therefore, a field service technician cannot have two labor lines for the same time period. The second labor line starts only after the first one has finished.	Yes: The technician can enter overlapping actual start and end times for various assignments for a given day. No: Default. The technician cannot enter the overlapping times.
CSF: Business Process	Enables you to specify the order of task completion for the field service technician.	The field service technician is to work on one task at a time in a fixed order (ordered by scheduled start date). The field service technician can only work on one task, but in any order. Only the task with a Working status can be updated. If no task is at a Working status, the status of all open tasks can be updated. The field service technician can select a task by setting its status to Working. The field service technician can work on any number of tasks in any order. The working flag is ignored, in this scenario.
CSF: Capture travel information	This profile determines if capturing travel information is enabled, within the Debrief page.	None: Default Time Distance
CSF: Default Commit task status	This profile option defines the default status when the task is committed.	All defined task statuses. Assigned is the default.
CSF: Default Labor Debrief Date/Time	This profile is used to enable logic for automatically displaying information for Travel and Labor debrief. Accepted values are as follows: Status Change: Automatic logic is implemented for displaying labor start and end date. Scheduled Date: The labor start and end date is taken from the scheduled date. System: The system date is used as the labor start and end date. None: User must manually enter the labor start and end dates.
CSF: Default Debrief Service Activity Code	The service activity code selected with this profile option is the default service activity code within the Debrief page.	All defined service activity codes.
CSF: Default Distance Unit	The default unit of measure for distance.	Miles: Default Kilometers
CSF: Default Labor Debrief Date/Time	This profile is used in the Labor Debrief screen to define labor debrief start and end times based on status updates to task assignments.	Status Change: Start time and end time are defaulted from the task assignment audit table. In cases where technicians select a working status more than once, the last set of transition times are defaulted. For example: From any status to a status with a Working flag enabled defines labor start. From a Working status to any other status without the Working flag defines labor end. Schedule Date: Start time and end time are defaulted from a task's scheduled date. This is the default. System Date: Start time and end time are defaulted from the system date. None: Nothing is defaulted.
CSF: Default Service Activity Code for Labor	The service activity code selected with this profile is the default service activity code for labor within the Labor Debrief screen.	All defined service activity codes. Null: default
CSF: Default Service Activity Code for Travel	The service activity code selected with this profile is the default service activity code for travel within the Labor Debrief screen.	All defined service activity codes. Null: default
CSF: Default Task Status for Personal Tasks	Default task status for personal tasks.	All defined task statuses. The Assignment and Assigned attributes are set to Yes. The Rejected, On hold, Cancelled, and Schedulable attributes are set to No.
CSF: Mandatory Labor Debrief (Y/N)	If this profile is set to Yes, technicians cannot complete or close a task until they create a labor line. Note: Sometimes technicians have only travel debrief lines and no labor debrief lines. In such cases, profile CSF: Mandatory Labor Debrief honors travel debrief lines.	Yes No: default
CSF: Mandatory Resolution Code (Y/N)	If the profile is set to Yes and the resolution code is not entered, technicians cannot change the task assignment status to statuses with complete or close flags enabled until they enter the resolution code. The Debrief Summary screen checks whether a resolution code exists for the service request when technicians change the assignment status to Completed or Closed.	Yes No: default
CSM: Allow Free Form Installed Base Identifier	If set to Yes, this profile allows data that is uploaded from a client to be checked for free form data. If such data is present, then it is processed.	Yes No
CSM: Allow Free Form Item
CSM: Default Task Status for Synchronous Update	This profile determines the task status to be used for immediate update in the server. For example, when the technician changes the task status to Accepted, which is set as the default task status for synchronous update, a remote query is fired and the task status at server side is updated synchronously. The profile values are as follows: Task Assignment Status: Remote update query is fired when the technician changes to this task status. Null: Remote query is not fired and task status updates are uploaded through the regular synchronization process. Null: Remote query is not fired and task status updates are uploaded through the regular synchronization process.
CSM: Enable Create Task	Enables or disables the create task functionality.	Yes: default No
CSM: Enable Multiple Platform	The profile enables multiple platform users to exist in the same instance.	Site, Responsibility and User	NULL : Default Yes : Recommended Note: This profile must be set to “Yes” at the site level.
CSM: Labor Line Total Check	Reasonability check to ensure total time at site does not exceed total labor time plus delta. For debrief reporting in Oracle Mobile Field Service Store and Forward - Laptop, the difference between max (last labor end date/time) and min (earliest labor start date/time) must not be more than one hour greater than the sum of labor line durations. Max - min <= sum of labor lines + T T is the time in hours. The profile setting provides the value for this.	0: Default. The check is not valid. 1: T = 1 2: T = 2
CSM: Maximum Attachment Size	A technician can upload service request attachments such as, photos, drawings, and diagnostic data, from their mobile device to the enterprise. You can view the uploaded data on the enterprise, after synchronization completes successfully. The Attachment sizes are limited to the value entered in this profile.	The value of this profile represents the size in Mega Bytes (MB) of the attachment for each service request/task for each Sync. If this profile option is not populated, the value is considered zero and you cannot upload or download attachments.
CSM: Maximum Number of Items	The profile controls the number of items to be downloaded.	Responsibility	Default: 500
CSM:Maximum readings per counter
CSM: Notify on Deferred Records	Provides the ability to notify administrators and technicians whenever an error occurs during the data upload process.	Set this profile option at responsibility level. Administrator can set this profile at responsibility level to any valid field service resource. Default: Null
CSM:Purge Interval (Days)
CSM: Restrict Number of Items to Search for in LOV	Limits the number of search results that are displayed in the search pages, if there are too many items. You can limit the search by using a filter to reduce the number of items retrieved in the search.	Can be 1 to any number. The default is 100.
CSM: Return Activity Duration	This profile sets the duration (in days) of the return activity.	Responsibility	Default: 500
CSM: Allow Counters Reset and Adjustments	Allow counters reset or adjustment.	Site	Recommended - Y Set to 'N' if you don't want users to reset or adjust the counter readings.
JTM: Application Conflict Rule	Enables Oracle Mobile Field Service Store and Forward - Multiplatform to handle updates to the database from the various mobile application devices.	Client Wins: Changes made by the mobile user are always applied to the enterprise database. No timestamp checking is executed. Server wins: Changes made by the mobile user are applied to the enterprise database if the record has not been modified since the mobile user last synchronized. If the record was modified in the meanwhile, the mobile user's change is not applied and becomes a deferred transaction.
JTM:Concurrent Program History Level
JTM: Mobile Applications Enabled	Set the profile at the Oracle Mobile Field Service responsibility level to Y. Only after setting the profile value can you enable hooks or business events.	Y: Yes N: No

Scheduling Concurrent Programs for Mobile Field Service Store and Forward Multiple Platform

The following table lists the concurrent programs that are used in the MFS Store and Forward Multiple Platforms application:

Concurrent Program Name	Description	Default/Recommended Schedule
JTM Master Concurrent Program	The JTM master concurrent program runs all concurrent jobs registered by mobile applications. The JTM Master concurrent program accepts the lookup, transaction, inventory, and customer categories as parameters.	TRANSACTION: Every five to fifteen minutes. LOOKUP: Once a week or on demand. INVENTORY: Once a day. Sub programs that must be run more frequently can be scheduled into a custom category. PURGE: As often as required (once per month)
Manages Mobile Users	Automatically creates, removes, or updates mobile users based on assigned mobile responsibilities.	Every one hour or on demand.


Processes Uploaded Mobile Data	Processes uploaded mobile data and applies it to the enterprise system.	Every one minute.

The JTM master concurrent program runs all concurrent jobs registered by Oracle Mobile Field Service Store and Forward applications. The JTM master concurrent program uses the following category types:

TRANSACTION
LOOKUP
INVENTORY
CUSTOMER
PURGE

For a complete description of these category types use the Mobile Field Service Administration responsibility. The Mobile Concurrent Program Summary page displays the JTM concurrent program details for all the concurrent programs related to Oracle Mobile Field Service Store and Forward. The mobile concurrent program displays how many times the program has currently run, and the maximum and the minimum times taken to finish the program.

The concurrent program screens enable you to view the status of mobile logic (PL/SQL) modules, which process the various business events for the Oracle Mobile Field Service Store and Forward applications. The mobile logic modules are grouped in various categories and the frequency of their execution is based on the category. You can change the mobile logic modules from one category to another or add a new category and hence change the frequency of execution, based on the business requirements.

These screens can also be used to understand the resources used by mobile logic modules, and identify and resolve any performance bottlenecks.

Creating a Mobile Field User

Before you can use the Oracle Mobile Field Service Store and Forward Multiplatform application you must create a mobile field service user. The Manages Mobile Users (MMU) concurrent program creates Mobile Field Service users that are assigned the Oracle Mobile Field Service responsibility.

You must specify a value for the Create Multiple Platform User parameter in the Manages Mobile Users concurrent program. This program periodically allocates resources for users that have a mobile responsibility, so there will be a delay between the time the responsibility is assigned and the change to take effect.

The MMU program has several parameters that should be specified. In case of multiple platform application users, you must specify 'Yes' for the Create Multiple Platform User parameter.

Mobile Field Service leverages existing Field Service setup to configure a mobile user. Once an E-Business Suite user is created and assigned various sub-inventories as per Field Service requirements, the next step is to provide mobile access to this user.

To create a user:

Select an FND user who is also a CRM resource of the type Employee.
Add the Oracle Mobile Field Service responsibility to this user. You can also assign custom responsibilities.

Refer Implementing Oracle Mobile Application Foundation of the 12.1.3 Mobile Field Service Implementation Guide for a description of the ASG: Enable Mobile User profile.
Run the Manages Mobile Users concurrent program. The following parameters must be set as 'Yes' for creating users. Default values of these parameters are Yes.
- Create users
- Create multiple platform user
  
  The remaining parameters are optional as shown below.
  
  Note: If you want to create a specific user, then select a user name from the User Name LOV in the Parameters window. By default, all users with a valid mobile responsibility are created.

The mobile user is created after the successful completion of the concurrent program. The user is now ready to synchronize and access the MFS Multiple Platform application.

Creating Users for Mobile Field Service (Multiplatform) multi-user Laptop:

The Oracle Mobile Field Service Store & Forward Multiplatform application installed on a laptop can be configured such that it can be used by multiple technicians belonging to the same group. While the single user multiplatform laptop application is best suited for the individual Field engineer who does the break fix job independently, a multi-user laptop is useful when the business requires to save on hardware costs or when working in a highly secured environments such as defense organizations where hundreds of field operations can be consolidated into one single laptop.

Implementing the multi-user laptop feature is optional. In a multi-user laptop environment, field service users must be assigned to various field service groups. A Group consists of group owner, group administrator(s) and group member(s).

Field Service Group Owner refers to the seeded JTF Resource role of type field service mobility. User assigned this role can install, access MFS application and synchronize all data.
Field Service Group Administrator role refers to seeded JTF Resource role of type field service mobility. User assigned this role can access MFS application, synchronize all data for the multiple user laptop and view/reassign data to all members within their group.
Field Service Group members are restricted to view only tasks assigned to them.

To set up users and groups for a multi-user laptop:

Create the Mobile Field Service User (resource) using FND users.
Import the resources to CRM with the proper role type and the corresponding roles.
Create a group as shown in the screenshot below. While creating the group, check the “Exclusive Flag” check box.
Assign the role types and roles to the user using Members tab. Click on Member Roles.

For example, if you want to create group owner, assign “Field Service Group Owner” role, if you want to create group Admin, assign “Field Service Group Administrator” role, and if you want to create group member, assign “Field Service Group Member” role.
Submit concurrent program - Manages Mobile Users as shown in the screenshot below. You must set the Create Users parameter to Yes (which is the default value) in order to create new users. The additional parameters shown here provide various options to create users. For example, you may create n number of user under a specific responsibility. Or you can create an individual user by just mentioning the user name. Successful completion of this program will enable all mobile users.
Optionally, using the Technician Customer UI, you can associate additional customer to your group. This feature allows the technician to create service request for any products installed at this customer site.
You can create relationship between two different groups. When groups are related, service requests can be transferred from one group to the second group. This is also an optional step.
If customers have been associated with groups, submit the Concurrent Program - JTM: Master Concurrent Program with category “Customer”. This program will download the details of all customers who have been associated with the groups.

Installing the application

The following sections list the steps that must be followed to install and use the Mobile Field Service Store and Forward application. Post installation, users need to launch and synchronize the application with the enterprise system in order to download the application data.Upon successful synchronization, technicians will be able to access the application.

Installing Mobile Field Service on iOS

Install the iOS MFS application by downloading it from the App store. The following figure shows the UI once the application is installed on an iPad.
Tap the Field Service icon to launch the application.

The login screen appears.
Enable SSL by tapping on the lock icon next to the Server text field. Once SSL is selected, the UI changes.
Enter the username, password, and the server information to initiate synchronization. The server field must contain both the server name and port name in the format: ServerName:Port.
The server name and port are the same as the server name and port of the Apache URL of the EBS instance. Synchronization progresses as shown below:
Once the synchronization process is complete, the Home screen appears.
Tap the Tasks icon to access the current tasks view. Tap the Filter icon on the top right to change the view from Today's Tasks (default) to Open Tasks view.
Tap the Home icon on the top left to access other features of the application.
Tap the Sync icon to initiate subsequent synchronizations. You can change the default view in the Preferences screen.
To log out of the application, navigate to the Home screen and tap on Logout.

Important: While the app is downloading/installing for the first time, do NOT turn off the iOS device (by pressing the power button to put it in standby) as that will lead to a "Socket not connected" error and the install will not complete. If this happens inadvertently, uninstall anything of the MFS app that is left, restart the device and try again. This problem only happens when the device is manually turned off. It does not happen when the device goes to normal inactive mode automatically after a few minutes of inactivity (to save battery power). This is an issue in the Mobile Application Framework (MAF) layer and happens because iOS cannot process any background java threads while in hibernation mode.
To uninstall the application, tap on the Uninstall option in the Home screen. You will need to confirm your action, following which the application will be uninstalled.

Installing Mobile Field Service on Android

You can download the Android version of the MFS application from the E-Business Suite instance.

Login to the personal homepage of the E-Business Suite (from the Android device) as a mobile user and select the Oracle Mobile Field Service responsibility.
Click on the Android icon to download and install the APK file on the Android device. Once installed, follow the same steps as in iOS.

Mobile Users can access this link directly on their Android devices and install on their mobile devices. The client application is also available for download on the Googleplay appstore.

Installing Mobile Field Service on Windows

Login to the E-Business Suite Personal Homepage (AppsLogin) with the mobile user, having the “Oracle Mobile Field Service” responsibility.
Navigate to “Oracle Mobile Field Service”.
Click on the windows image to download windows installer file “OMFS.msi”.
Install the OMFS.msi file.

Important: 32bit JRE 1.6 or higher should be installed on the machine.
Install visual studio 2012 redistributable "vcredist_x86.exe". This file will be present in c:\OMFS folder. This needs to be done only the first time the application is installed on the windows machine.
Run "OMFS.exe" or "OMFS" shortcut from Desktop and choose yes/allow in all the warnings (if any).

Additional Information: Windows platform users must note the following:

uninstalling data can be done by selecting the 'Logout' menu option in the applicaiton, then click Uninstall. This will remove the client database but leave the application itself. It can then be restarted to connect with a different user for example.
uninstalling the entire application can be done through the windows Control Panel / Programs and Features -> Mobile Field Service -> Uninstall. When it is finished, manually delete all remaining files from C:\OMFS.

Tip: In order to troubleshoot or debug:

Create a file “debug.txt” under c:\OMFS folder. Just create the file; it does not need to contain anything.
Restart the application (OMFS.exe). It will create a file console.log in C:\OMFS.
Collect the files files from c:\OMFS folder after reproducing:

console.log

appsdb

mfsapp”

Upgrading the MFS Application

When the MFS application is changed, a notification is sent to the technician's device with a link to the respective App store. The local database is maintained during an upgrade and the application is reinstalled.

Synchronizing with the Enterprise Server

To use the Mobile Field Service Store and Forward – Multiple Platform Support application, technicians and administrators must launch the application post installation and then synchronize with the enterprise system to download application data. Users must then synchronize regularly to receive new data that has been assigned such as new tasks. Likewise, to upload the changes that technicians make such as creating debrief lines and updating task statuses, they must synchronize the device with the enterprise system. During subsequent synchronizations, only incremental data is downloaded or uploaded. New updates, if any, to the application modules is also downloaded. The sync process is described in the previous section.

Mobile users can also set up automatic synchronization triggered by the client (ie the client decides when to initiate a synchronization based on settings). Automatic synchronization is described in detail in the Mobile Field Service User Guide.

Confirming Required Enterprise Setups

This section describes how to set up the enterprise-side system so certain mobile features work properly on the mobile computer device.

Setting Up Service Requests

The following table lists the service request setups that can be used to create, view, and update tasks in an Oracle Mobile Field Service Store and Forward application.

Component	Required or Optional
Service Request Statuses	Required
Service Request Severities	Required
Service Request Types	Required
Service Request Urgencies	Optional
Problem Codes	Optional
Resolution Codes	Optional
Service Request Templates	Optional

For details, refer to the Oracle TeleService Implementation Guide.

Linking Service Request Statuses to Service Request Types

Service request statuses have to be linked to service request types. Use the following procedure:

Switch to the Field Service Manager responsibility.
Navigate to Field Service Setup > Service Requests > Request Types.
Click to select a service request type from the table.
Click Related Statuses.
In the window, link Service Request Statuses to the Service Request Type.
Click Save.
To finish, close the window.

For more information, refer to the Oracle TeleService Implementation Guide.

Setting Up Tasks

The following table lists the task setups that can be used to create, view, and update tasks in an Oracle Mobile Field Service Store and Forward application.

Component	Required or Optional
Task Statuses	Required
Task Status Transitions	Required
Task Types	Required
Task Priorities	Required
Task Templates	Optional

Set up the required components listed above. For details, refer to the Oracle Field Service Implementation Guide for these Field Service-specific setups.

The task status that is selected during service-task-creation is the one from the Field Service profiles: CSF: Default In Planning Status. You cannot change this.
When a service task is created, there will be no task assignment automatically created.

Setting Up Oracle Field Service Debrief

Oracle Field Service Debrief is part of the Oracle Field Service application and is used to report all material, expense, and labor transactions. From the Oracle Field Service Debrief page, you can update inventory, install base, and charges.

When material, expense, and labor transactions are recorded in one of the Oracle Mobile Field Service Store and Forward applications, all transactions are shown and updated to inventory, install base, and charges from the Oracle Field Service Debrief.

Ensure that Oracle Field Service Debrief is fully implemented and set up as described in the Oracle Field Service Implementation Guide.

Setting Up Install Base

This procedure is only required if you are using Install Base. If so, Install Base should be set up to support Install Base updates when doing material transactions in an Oracle Mobile Field Service Store and Forward application. This should be set up after performing the setup steps necessary for debrief reporting.

An Oracle Mobile Field Service Store and Forward application supports two scenarios that affect Install Base:

Removing a part
Installing a new part

The following procedures are required to set up Install Base:

Setting up system items for Install Base transactions
Setting up Install Base profile options
Removing and installing parts in Oracle Mobile Field Service Store and Forward - Laptop

See Appendix A Item Handling for the Oracle Mobile Field Service Store and Forward Applications for complete details.

Note: Changing the install base replication profiles during operation becomes effective when the value is changed. Information will not be changed with retroactive effect based on the profiles.

Setting Up Counters

The set up of counters is only required if you are using Install Base. The following are the setups for counters that must be performed to report counter readings in an Oracle Mobile Field Service Store and Forward application:

Counters
Counter groups
Counter properties
Miscellaneous reading types

Refer to the Oracle TeleService Implementation Guide.

Note: Only counters of type REGULAR are supported by the Oracle Mobile Field Service Store and Forward applications. Both counter values and counter property values can be entered in an Oracle Mobile Field Service Store and Forward application.

Setting Up Messaging

Confirm that Messaging has been successfully installed and implemented.