Using an E-Mail Interface for Mobile Queries

This chapter covers the following topics:

E-Mail Mobile Queries

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, and attach a note to a task. 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

  1. Consult a list of available mobile query commands. The following table, Seeded Mobile Query Commands, lists the commands that are seeded with the application.

  2. 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 david.baker@abc.com

    • Address the e-mail to the central mobile query e-mail inbox.

  3. 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.

  4. Read and perhaps print the resulting e-mail.

    Seeded Mobile Query Commands
    Seeded Command Parameter Details Security Output
    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. ·          STATUS
        ·          SCHEDULED START DATE
        ·         SCHEDULED END DATE
      Case5:
    Third party administrators can view the tasks that are assigned to administrators, members of third party groups and the tasks assigned to the group.
    A group administrator can execute the query with a technician's e-mail ID to view the list of tasks assigned to the technician.    		  
    Partinfo Part number Searches for parts based on the technician's location. Enables technicians /administrators to view if the part is returnable or consumable.
    Enables you to know if the part is Serialized, Lot controlled, Locator controlled, or IB Trackable.
    Enables technicians /administrators to view the Item Revision of the part.    		 The following fields are displayed in the e-mail
    ·          DATA FROM:
    ·          PART NUMBER
    ·          DESCRIPTION
    ·          STATUS
    ·          REPAIRABLE
    ·          RETURNABLE
    ·          CONSUMABLE
    Partsub   Searches for substitute parts if the primary part is not available to meet the SLA. Enables you to view the valid substitute and supersession items in the inventory.
    Notes associated with substitutes and supersession that are of type text are only displayed. For other attachments only a message is displayed.    		 The following fields are displayed in the e-mail:
    ·          SUPPLIED ITEM
    ·          DESCRIPTION
    ·          ITEM TYPE
    ·          SUBSTITUTE ITEM
    ·          DESCRIPTION
    ·          SOURCE ORGANIZATION
    ·          SOURCE SUBINVENTORY
    Partavail Part Number Searches for the availability of the required part.   The following fields are displayed in the e-mail:
    ·          SOURCE ORGANIZATION
    ·          SOURCE SUBINVENTORY
    ·          SOURCE TYPE
    ·          DISTANCE
    ·          ITEM
    ·          DESCRIPTION
    ·          AVAILABLE QUANTITY
    ·          ITEM TYPES
    Partrtninfo Part Number Displays all available return locations for both, defective and excess parts.
    Mobile query sets the assignment status of the value defined in the profile CSF: Default Completed Task Status.    		   The following fields are displayed in the e-mail:
    ·          PART NUMBER
    ·          PART DESCRIPTION
    ·          SOURCE ORGANIZATION
    ·          SOURCE SUBINVENTORY
    ·          RETURN ORGANIZATION
    ·          RETURN SUBINVENTORY
    ·          RETURN ADDRESS
    ·          RETURN TYPE
    Accept Task No Updates task assignment status to Accept. The task being updated must be assigned to the sender of the command.
    Third Party administrators can update the status of tasks that are assigned to their technicians and the tasks assigned to the group.    		 Email Subject Line:
      Success/Error - Mobile Query Response: ACCEPT
    Mobile query sets the assignment status of the value defined in the profile CSF: Default Travel 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
    Travel Task No Updates task assignment status to Traveling. The task being updated must be assigned to the sender of the command.
    Third Party administrators can update the status of tasks that are assigned to their technicians and the tasks assigned to the group.    		 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
    Working Task No Updates task assignment status to Working. The task being updated must be assigned to the sender of the command.
    Third Party administrators can update the status of tasks that are assigned to their technicians and tasks assigned to the group.    		 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
    Cancel Task No Updates task assignment status to Canceled. The task being updated must be assigned to the sender of the command.
    Third Party administrators can update the status of tasks that are assigned to their technicians and tasks assigned to the group.    		 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
    Closed Task No Updates the task assignment status to Closed. The task being updated must be assigned to the sender of the command.
    Third Party administrators can update the status of tasks that are assigned to their technicians and tasks assigned to the group.    		 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 Task No Updates the task assignment status to Completed. The task being updated must be assigned to the sender of the command.
    Third Party administrators can update the status of tasks that are assigned to their technicians and the tasks assigned to the group.    		 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
    Addnote Task No, Note Attach a note to the task. The task being updated must be assigned to the sender of the command.
    Third Party administrators can add notes to tasks that are assigned to their technicians, if the tasks belong to any member of the group.    		 Email Subject Line:
      Success/Error - Mobile Query Response: ADDNOTE
       
      Following notification is displayed in the email body:
       
      Mobile Query Request From: TECH1@oracle.com
      Command: ADDNOTE
      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.  
    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.    
      Third Party administrators can view task details, including the notes on the task, for tasks that are assigned to their technicians and the tasks assigned to the group. 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
    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.
    Third Party administrators can view service request and tasks details for service requests or tasks that are assigned to their technicians and the tasks assigned to the group.    		 Email Subject Line:
      Success/Error - Mobile Query Response: SENDSR
    Additionally, task notes are displayed. The following fields are displayed in the email body:
      ·          SERVICE REQUEST
      ·          DESCRIPTION
      ·          CUSTOMER NAME
      ·          STATUS
      ·          SEVERITY
       
      ·          REPORTED_DATE
      ·          INSTALL BASE
      ·          INSTANCE
      ·          SERIAL_NUMBER
      ·          PROBLEM_CODE
       
    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.
    Third Party administrators can view contract information associated with a service request that is assigned to their technicians and the tasks assigned to the group.    		 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
            ·         WARRANTY DETAILS