Oracle Field Service Information Discovery Plus

This chapter covers the following topics:

Overview

Oracle Field Service Information Discovery Plus enables you to search and filter Field Service Execution data and Spares Supply Chain data. You can use the Oracle Field Service Tasks Summary and Field Service Parts Summary pages to view and analyze the data using key Performance Indicators (KPIs), performance evaluation metrics, charts, graphs, and tables for Field Technicians, Field Service Tasks, and Spares Management.

This chapter provides product-specific details required to integrate Information Discovery with Oracle E-Business Suite Release 12.2 V8 for the Oracle Field Service Information Discovery Plus application. This supplements the information provided in Installing Oracle E-Business Suite Information Discovery, Release 12.2 V8 (Doc ID: 2214431.1). You must read this document and make note of the requirements before you begin your installation.

Oracle Field Service Information Discovery Plus User Interfaces

Field Service Tasks Summary Page

You can use the Field Service Tasks Summary page to view Key Performance Indicators (KPIs) and Metrics for measuring the efficiency of field operations. You can drill down into Field Service Tasks and Technician information using guided navigation, tag cloud, charts, and a results table that displays attributes and various dimensions. You can also export results table data to an Excel spreadsheet.

The following is a display of the Field Service Tasks Summary page.

From the Field Service Manager responsibility, navigate to the Field Service Tasks Summary page:

(N) Field Service Manager > Field Service Tasks Summary

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the picture is described in the document text

Within the Field Service Tasks Summary page, you can view and analyze field performance data using display tools that include metrics, charts, graphs, and tables. The following describes the Endeca Field Service Tasks Summary page regions and components:

Region Components
Advanced Search

  • Boolean Search

  • Search within

 The Advanced Search component includes value search, record search, Boolean search, and partial search capabilities. You can submit keyword searches and the application provides type-ahead suggestions and displays attribute values that match the typed text. When you perform a search, the search term is added to the Selected Refinements component. As you type, you may be prompted to select a matching attribute value, or simply search for the entered text.

Additional Information: See the Advanced Search Capabilities appendix in this guide for details.
Selected Refinements The Selected Refinements component displays all values that you have selected to filter data, and allows you to quickly make adjustments to the current refinement by removing items or clearing all filters from the list.
Bookmarks The Bookmarks component allows you to save a given navigation and component state and return to it at a later time.
Available Refinements The Available Refinements component allows you to filter data based on the currently available values or value ranges for selected attributes that are displayed within attribute groups. Expand the following attribute groups to view and select attribute names:

Dates

  • Planned Start Time

  • Scheduled Start Time

  • Task Creation Date


Task

  • Task Priority

  • Task Type

  • Task Status

  • First Time Fix

  • Closed

  • Owner

  • Resource Name

  • Started on Time

  • Finished on Time

  • Times Rescheduled

  • Times Rejected

  • Number of Required Parts

  • Number of Required Skills

  • Customer Confirmation

  • After Hours

  • Access Hours


Service Request

  • Service Request Severity

  • Service Request Type

  • Service Request Status

  • Service Request Owner

  • Problem Code

  • Resolution Code


Customer

  • Customer Name

  • Address

  • Postal Code

  • City

  • State

  • Country


Product

  • Product Category

  • Product Number

  • Product Description

  • Serial Number
Task Metrics (summarization bar)

Note: The Metric Components are color coded to highlight warnings and health:

- Red: Critical warning state

- Yellow: Warning

- Grey: Normal

- Green: Good

  • Field Service Tasks

  • Parts Only Tasks

  • Work in Progress

  • Started On Time

  • Finished on Time

  • First Time Fix

  • Tasks per Technician

  • Median Schedule Time

  • Rescheduled Tasks

  • Rejected Tasks
Tag Cloud Top Ten Problem Codes Tag Cloud Component

Note: The Problem Code tag cloud component displays the top ten tasks by frequency of occurrence for the following:

  • Problem Code

  • Customer Name

  • Resource Name

  • Task Type

  • Month
Tasks Charts (tabbed component container)
Tasks (tab)		 Tasks (bar chart)

  • Sort Options

    • Country

    • Country by Record Count (count)

  • Dimensions (category axis)

    • Country

    • State

    • City

    • Customer Name

    • Resource Name

    • Year

    • Year-Month

    • Month

    • Week

  • Series Dimensions (color)

    • (none)

    • Task Type

    • Task Priority

    • Task Status

    • Problem Code

    • Started on Time

    • Finished on Time

    • Year

    • Year-Month

    • Month

    • Week

    • Day of Week

    • After Hours

    • Access Hours

    • Customer Confirmation


Tasks (pie chart)

  • Sort Options

    • Task Type

    • Task Type by Record Count

  • Series Dimensions (color)

    • Task Type

    • Task Priority

    • Task Status

    • Problem Code

    • Started on Time

    • Finished on Time

    • Year

    • Year-Month

    • Month

    • Week

    • Day of Week

    • Access Hours

    • After Hours

    • Customer Confirmation
Tasks Charts (tabbed component container)
On Time (tab)		 On Time (bar chart)

  • Sort Options

    • Country

    • Country by Started On Time

  • Metric (value axis)

    • Started on Time

    • Finished on Time

    • Started on Time, Finished on Time

  • Dimensions (category axis)

    • Country

    • State

    • City

    • Customer Name

    • Problem Code

    • Task Type

    • Task Priority

    • Task Status

    • Resource Name

    • Year

    • Year-Month

    • Week

    • Day of Week

    • After Hours

    • Access Hours

    • Customer Confirmation


On Time, Effort, Duration (trend chart)

  • Sort Options

    • Year

    • Year by Started on Time

    • Year by Finished on Time

  • Dimensions (category axis)

    • Year

    • Year-Month

    • Month

    • Week

    • Day of Week
Tasks Charts (tabbed component container)
First Time Fix (tab)		 First Time Fix (bar chart)

  • Sort Options

    • Country

    • Country by First Time Fix

  • Dimensions (category axis)

    • Country

    • State

    • City

    • Customer Name

    • Resource Name

    • Problem Code

    • Task Type

    • Task Priority

    • Task Status

    • Year

    • Year-Month

    • Month

    • Week

    • Day of Week

    • Access Hours

    • After Hours

    • Customer Confirmation


First Time Fix (trend chart)

  • Dimensions (category axis)

    • Year

    • Year-Month

    • Month

    • Week

    • Day of Week
Tasks Charts (tabbed component container)
Tasks per Technician (tab)		 Tasks per Technician (bar chart)

  • Sort Options

    • Country

    • Country by Tasks per Technician

  • Dimensions (category axis)

    • Country

    • State

    • City

    • Customer Name

    • Resource Name

    • Problem Code

    • Task Type

    • Task Priority

    • Task Status

    • Year

    • Year-Month

    • Month

    • Week

    • Day of Week

    • Access Hours

    • After Hours

    • Customer Confirmation


Tasks per Technician (trend chart)

  • Dimensions (category axis)

    • Year

    • Year-Month

    • Month

    • Week

    • Day of Week
Tasks Charts (tabbed component container)
Rejected/Rescheduled Tasks (tab)		 Rejected/Rescheduled Tasks (bar chart)

  • Sort Options

    • Country

    • Country by Rejected

  • Metric (value axis)

    • Rejected

    • Rescheduled

    • Times Rejected (sum)

    • Times Rescheduled (sum)

  • Dimensions (category axis)

    • Country

    • State

    • City

    • Customer Name

    • Resource Name

    • Problem Code

    • Task Type

    • Task Priority

    • Task Status

    • Year

    • Year-Month

    • Month

    • Week

    • Day of Week

    • Access Hours

    • After Hours

    • Customer Confirmation


Rejected/Rescheduled Tasks (pie chart)

  • Sort Options

    • Task Type

    • Task Type by Times Rejected (sum)

  • Metric (value)

    • Times Rejected (sum)

    • Times Rescheduled (sum)

  • Dimensions (Color)

    • Task Type

    • Task Status

    • Task Priority

    • Problem Code

    • Year

    • Year-Month

    • Month

    • Week

    • Day of Week

    • Started on Time

    • Finished on Time

    • Access Hours

    • After Hours

    • Customer Confirmation
Tasks Charts (tabbed component container)
Schedule Time (tab)		 Schedule Time (bar chart)

  • Sort Options

    • Country

    • Country by Schedule Time (Minutes) (median)

  • Metric (value axis)

    • Schedule Time (Minutes) (median)

    • Schedule Time (Minutes) (average)

    • Schedule Time (Minutes) (sum)

  • Dimension (category axis)

    • Country

    • State

    • City

    • Customer Name

    • Resource Name

    • Problem Code

    • Task Type

    • Task Priority

    • Task Status

    • Year

    • Year-Month

    • Week

    • Day of Week

    • Access Hours

    • After Hours

    • Customer Confirmation


Schedule Time (trend chart)

  • Metric (value axis)

    • Schedule Time (Minutes) (median)

    • Schedule Time (Minutes) (average)

    • Schedule Time (Minutes) (sum)

  • Dimensions (category axis)

    • Year

    • Year-Month

    • Month

    • Week

    • Day of Week
Tasks Charts (tabbed component container)
Task Constraints (tab)		 Task Constraints (bar chart)

  • Sort Options

    • Country

    • Country by Parts Required

    • Country by Skills Required

    • Country by Access Hours Required

    • Country by After Hours Required

    • Country by Confirmation Required

  • Metric (value axis)

    • (All Task Constraints)

    • Parts Required

    • Skills Required

    • Access Hours Required

    • After Hours Required

    • Customer Confirmation Required

    • Number of Required Parts (sum)

    • Number of Required Skills (sum)

  • Dimensions (category axis)

    • Country

    • State

    • City

    • Customer Name

    • Problem Code

    • Task Type

    • Task Priority

    • Task Status

    • Year

    • Year-Month

    • Month

    • Week

    • Day of Week


Task Constraints (trend chart)

  • Metric (value axis)

    • (All Task Constraints)

    • Parts Required

    • Skills Required

    • Access Hours Required

    • After Hours Required

    • Customer Confirmation Required

    • Number of Required Parts (sum)

    • Number of Required Skills (sum)

  • Dimensions (category axis)

    • Year

    • Year-Month

    • Month

    • Week

    • Day of Week
Results Table Column Sets:

  • Service Request

  • Customer

  • Product

  • Time

  • Task

Field Service Parts Summary Page

You can use the Field Service Parts Summary page to view Key Performance Indicators (KPIs) and Metrics for spare parts usage, parts orders and back orders pending, and areas of concern. This information is vital for decision making to further improve the operational efficiency of warehouse and service supply chain operations. You can drill down into parts orders, backorders, and debrief information using guided navigation, tag cloud, charts, and a results table that displays attributes and various dimensions. You can also export results table data to an Excel spreadsheet.

The following is a display of the Field Service Parts Summary page.

From the Field Service Manager responsibility, navigate to the Field Service Parts Summary page:

(N) Field Service Manager > Field Service Parts Summary

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the picture is described in the document text

Within the Field Service Parts Summary page, you can view and analyze the efficiency of Spares Supply Chain and Logistics Operations, based on the analysis of data related to Spare Parts Consumption, Parts Orders, Backorders, Unused Parts, Parts Dead on Arrival (DOA), and Parts utilization per Task using display tools that include metrics, charts, graphs, and tables. The following describes the Endeca Field Service Parts Summary page regions and components:

Region Components
Advanced Search

  • Boolean Search

  • Search within

 The Advanced Search component includes value search, record search, Boolean search, and partial search capabilities. You can submit keyword searches and the application provides type-ahead suggestions and displays attribute values that match the typed text. When you perform a search, the search term is added to the Selected Refinements component. As you type, you may be prompted to select a matching attribute value, or simply search for the entered text.

Additional Information: See the Advanced Search Capabilities appendix in this guide for details.
Selected Refinements The Selected Refinements component displays all values that you have selected to filter data, and allows you to quickly make adjustments to the current refinement by removing items or clearing all filters from the list.
Bookmarks The Bookmarks component allows you to save a given navigation and component state and return to it at a later time.
Available Refinements The Available Refinements component allows you to filter data based on the currently available values or value ranges for selected attributes that are displayed within attribute groups. Expand the following attribute groups to view and select attribute names:

Time

  • Service Date

  • Actual Shipping Date

  • Actual Arrival Date


Order

  • Order Status

  • Shipping Method

  • Shipped on Time

  • Received on Time

  • Fulfilled


Debrief

  • Usage Type

  • Part Number

  • Part Description

  • Subinventory

  • Product Number

  • Product Description


Task

  • Problem Code

  • Task Type

  • Task Priority

  • Task Status

  • Resource Name


Address

  • Address Type

  • Customer Name

  • Address

  • City

  • State

  • Postal Code

  • Country


Service Request

  • Service Request Severity

  • Service Request Type

  • Service Request Status

  • Service Request Owner

  • Problem Code

  • Resolution Code
Parts Metrics (summarization bar)

Note: The Metric Components are color coded to highlight warnings and health:

- Red: Critical warning state

- Yellow: Warning

- Grey: Normal

- Green: Good

 Parts Metrics

  • Number of Orders

  • Backorders

  • Unused Parts

  • Defective on Arrival Parts

  • Used Parts per Task
Parts Usage (tag cloud) Top Ten Parts Tag Cloud Component

Note: The Parts Usage tag cloud component displays the top ten parts by frequency of occurrence. The Tag Cloud is dynamically rendered based on distinct Part Names associated with all Field Service Tasks in the system. Tag cloud can be used to filter the displayed records based on the tag clicked by the user.
Charts (tabbed component container)
Orders (tab)		 Order Number Count (bar chart)

  • Sort Options

    • Country

    • Country by Number of Orders

  • Dimensions (category axis)

    • Country

    • State

    • City

    • Customer Name

    • Order Status

    • Customer Name

    • Organization Code

    • Address Type

    • Shipping Method

    • Product Number

    • Part Category

    • Part Number

    • Resource Name

    • Task Priority

    • Task Status

    • Task Type

    • Year

    • Year-Month

    • Month

    • Week

    • Day of Week

  • Series Dimension (color)

    • (none)

    • Task Priority

    • Task Status

    • Task Type

    • Part Category

    • Part Number

    • Product Number

    • Country

    • State

    • City

    • Customer Name


Received and Shipped on Time (bar chart)

  • Sort Options

    • Country

    • Country by Received on Time

  • Metric (value axis)

    • Received on Time

    • Shipped on Time

    • Received on Time, Shipped on Time

  • Dimensions (category axis)

    • Country

    • Order Status

    • Customer Name

    • Organization Code

    • Address Type

    • Shipping Method

    • Part Category

    • Product Number

    • Resource Name

    • Task Priority

    • Task Status

    • Task Type

    • Year

    • Year-Month

    • Month

    • Week

    • Day of Week
Charts (tabbed component container)
Debrief (tab)		 Debrief (chart)

  • Sort Options

    • Country

    • Country by Quantity (sum)

  • Metric (value axis)

    • Quantity (sum)

    • Parts per Task

  • Dimension (category axis)

    • Country

    • Usage Type

    • Customer Name

    • Organization Code

    • Subinventory

    • Product Number

    • Part Category

    • Part Number

    • Resource Name

    • Task Priority

    • Task Status

    • Task Type

    • Problem Code

    • Year

    • Year-Month

    • Month

    • Week

    • Day of Week


Unused and Defective on Arrival Parts (chart)

  • Sort Options

    • Country

    • Country by Unused Parts

  • Metric (value axis)

    • Unused Parts

    • Defective on Arrival Parts

    • Unused Parts, Defective on Arrival Parts

  • Dimensions (category axis)

    • Country

    • Usage Type

    • Customer Name

    • Organization Code

    • Subinventory

    • Product Number

    • Part Category

    • Part Number

    • Resource Name

    • Task Priority

    • Task Status

    • Task Type

    • Problem Code

    • Year

    • Year-Month

    • Month

    • Week

    • Day of Week
Debrief Lines (results table) Column Sets:

  • Debrief

  • Task

  • Customer

  • Time

Field Service Information Discovery Plus Administrator Portal

Field Service Administrators can use this dashboard to analyze data related to Service Requests, Tasks, and Technicians. The following is a partial display of the Field Service Administrator Portal page.

From the Field Service Administrator Portal responsibility, navigate to the Field Service Administrator Portal page:

(N) Field Service Administrator Portal > Dashboard > Graph (T)

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Region Components
Advanced Search

  • Boolean Search

  • Search within

 The Advanced Search component includes value search, record search, Boolean search, and partial search capabilities. You can submit keyword searches and the application provides type-ahead suggestions and displays attribute values that match the typed text. When you perform a search, the search term is added to the Selected Refinements component. As you type, you may be prompted to select a matching attribute value, or simply search for the entered text.

Additional Information: See the Advanced Search Capabilities appendix in this guide for details.
Selected Refinements The Selected Refinements component displays all values that you have selected to filter data, and allows you to quickly make adjustments to the current refinement by removing items or clearing all filters from the list.
Bookmarks The Bookmarks component allows you to save a given navigation and component state and return to it at a later time.
Available Refinements The Available Refinements component allows you to filter data based on the currently available values or value ranges for selected attributes that are displayed within attribute groups. Expand the following attribute groups to view and select attribute names:

  • Task

  • Customer

  • Time

  • Service Request

  • Task

  • Service Request

  • Other

  • Time

  • Product
Summarization Bar

Note: The Metric Components are color coded to highlight warnings and health:

- Red: Critical warning state

- Yellow: Warning

- Grey: Normal

- Green: Good

  • Number of Tasks
Chart (tabbed component container)
Tasks		 Task Number by Resource Name, Task Status (chart)

  • Sort Options

    • Resource Name

    • Resource Name by Record Count

  • Metric (value axis)

    • Task Number

    • Planned Effort (Minutes) (sum), Scheduled Travel Duration (Minutes) (sum)

    • Actual Effort (Minutes) (sum), Actual Travel Duration (Minutes) (sum)

  • Dimensions (category axis)

    • Resource Name

    • Customer Name

    • Country

    • State

    • City

    • Year

    • Year-Month

    • Month

    • Week

    • Owner

    • Started on Time

    • Finished on Time

    • Problem Code

    • Task Priority

    • Task Status

    • Task Type

  • Series Dimensions (color)

    • (none)

    • Task Status

    • Task Priority

    • Task Type

    • Customer Name

    • Country

    • State

    • City

    • Year

    • Year-Month

    • Month

    • Week

    • Day of Week

    • Started on Time

    • Finished on Time

    • Problem Code
Task List (Results Table) Column Sets:

  • Task

  • Service Request

  • Time

Oracle Field Service Information Discovery Plus Product Configuration

Setting Up Oracle Field Service Information Discovery Plus

The Oracle Field Service product configuration setup must be completed after the installation and common configurations are completed as described in Installing Oracle E-Business Suite Information Discovery, Release 12.2 V8 (Doc ID: 2214431.1).

Setup and Configuration Steps

To set up Oracle Field Service Information Discovery Plus, you must complete the following steps:

  1. Set Access Control by assigning UMX roles and updating access grants.

  2. Schedule Setup for Full Endeca Upload or Refresh.

  3. Load data to the Oracle Field Service Data Domain by running graphs provided by Oracle Field Service.

Access Control: Hide and Show EID Dashboards (User Interfaces) for Oracle Field Service

As part of the Oracle E-Business Suite Information Discovery integration for the Oracle Field Service application, the following UMX Roles are provided:

UMX Role Internal Code Name
Field Service Endeca Access Role UMX|CSF_ENDECA_ACCESS_ROLE
Field Service Endeca Admin Portal Access Role UMX|CSF_ENDECA_ADMIN_PO_ACCESS_ROLE
Field Service Endeca Global Access Role UMX|CSF_ENDECA_GLOBAL_ACCESS_ROLE

You must add the new UMX role 'Field Service Endeca Access Role' (Internal Code Name: UMX|CSF_ENDECA_ACCESS_ROLE) to enable Endeca menu items for the Field Service Manager responsibility, or any other custom responsibility which is using the same menu. When this UMX role is assigned to the Field Service Manager responsibility, the menu items 'Field Service Tasks Summary' and 'Field Service Parts Summary' appear.

To obtain access to the Field Service Admin Portal, you must add the new UMX role 'Field Service Endeca Admin Portal Access Role' (Internal Code Name: UMX|CSF_ENDECA_ADMIN_PO_ACCESS_ROLE) to the 'Field Service Administrator Portal' responsibility.

If a user requires access to the complete (global) dataset, the 'Field Service Endeca Global Access Role' (Internal Code Name: UMX|CSF_ENDECA_GLOBAL_ACCESS_ROLE) must be added for that user. If a user does not have global access to the dataset, that user will have access to task, debrief, and parts order information related to resources belonging to his/hers group or territory only.

For assigning UMX roles and grants, refer to Installing Oracle E-Business Suite Information Discovery, Release 12.2 V8 (Doc ID: 2214431.1).

Scheduling Setup for Full Endeca Upload or Refresh

The following data domains are included with the Oracle Field Service application:

Data Domain Name Purpose
csf-tasks Domain Service Request, Task, and Resource (Technician) information.
csf-parts Stores Parts Order and Task Debrief information.

Each data domain comes with a set of graphs. The naming of the graphs is identical across data stores.

The initial data upload for Endeca Field Service is complete when the Full graph is run as described in the Installing Oracle E-Business Suite Information Discovery, Release 12.2 V8 (Doc ID: 2214431.1). Full refresh deletes all data from Endeca and repopulates it with a full data extract from the E-Business Suite system. For incremental data load or refresh, you should determine how often the Endeca data should be refreshed from E-Business Suite depending on your organizational requirements.

To schedule ETL on the Integrator Server

  1. Login to Integrator server using your Clover login.

  2. Click the Scheduling tab.

  3. Select the New Schedule link.

  4. Enter a Description for the scheduler.

  5. Select Periodic as the Type.

  6. Select by interval as the Periodicity.

  7. Enter a start date and time in the Not active before date/time field.

  8. Enter an end date and time in the Not active after date/time field.

  9. Enter a value in the Interval (minutes) field.

  10. Ensure you select the Fire misfired event as soon as possible check box.

  11. Select Start a graph from the Task Type list.

  12. Select the graph for schedule to run. I.e. FullLoadConfig.grf/IncrementalLoadConfig.grf.

  13. Click Create to set the scheduler.

ETL Parameters for Oracle Field Service

You can load data to the Oracle Field Service Data Domain by running graphs provided by Oracle Field Service.

To load data to the Oracle Field Service data domain

  1. Using the URL for the EID Integrator Server, navigate to the Sandboxes page and expand the graph node under csf-parts.

  2. Graphs to load data include:

    • FullLoadConfig.grf: This graph loads meta data and data from all views. It resets all records in the csf-parts data domain, and then loads data. Run this graph to load data for the Field Service Parts Summary page. This graph will load data for part orders and debrief.

    • IncrementalLoadConfig.grf: This graph performs incremental load for part orders and debrief. Only those records that were updated subsequent to the last load are loaded. Note: Data deleted in EBS (Field Service) will not be removed from Endeca by running Incremental Graph. You must run FullLoadConfig.grf graph to remove all the data from Endeca and then reload all data. Full refresh deletes all data from Endeca and repopulates it with a full data extract from the E-Business Suite system.

Views and Joins for Oracle Field Service Information Discovery Plus

The following views are used by the ETL layer in Endeca to load Oracle Field Service data to the Endeca data domain:

View Name Purpose
CSF_EID_TASKS_V Loads Service Request, Task and Resources (Technician) data
CSF_EID_PARTS_V Loads Parts Orders and Task Debrief data

Menus for Oracle Field Service Information Discovery Plus

Oracle Field Service Information Discovery Plus integration includes the following new user menu functions:

User Function Name Function Name
Oracle Field Service Parts Destination CSP_ENDECA_PARTS
Oracle Field Service Parts Landing Page CSP_ENDECA_PARTS_LANDING_PG
Oracle Field Service Tasks Destination CSF_ENDECA_TASKS
Oracle Field Service Tasks Landing Page CSF_ENDECA_TASKS_LANDING_PG
Oracle Field Admin Portal Destination CSF_ENDECA_AP
Oracle Field Service Admin Portal Landing Page CSF_ENDECA_AP_LANDING_PG