1Configuring Oracle Field Service Cloud

Company Configuration

Each company choosing Oracle Field Service Cloud can configure it according to its specific requirements, such as what type of work is performed, what kind of skills are available for assignment, how the working calendars are organized, and so on. All such settings are gathered in the new Company Configuration screen designed in a transparent and logical manner.

Previously, the settings defining the company business flow were made on different screens which could be located in various places depending on the particular system configuration. By default, most configuration settings could be found under the Company Settings main menu item. However, during the system configuration some of them could be turned into individual menu items or grouped under different menu items. As of version 16.2, all company settings have been gathered on a single menu, Configuration, which is a starting point for all configuration processes. They are grouped according to their purpose and can only be found on the Configuration screen. The Configuration menu contains the configuration settings and parameters, which can be configured to meet your company’s business requirements.
Note: The options displayed on the menu depend on your user type configuration. The settings are listed in alphabetical order, but may appear in a different order in the menu based on your configuration.
The configuration elements are grouped as follows on the Configuration screen:
  • General (the settings related to the general principles of the company operation):

    • About

    • Business Rules

    • Link Templates

    • Work Schedules

    • Work Zones

    • Work skills

  • Resources, Activities, Inventories (the settings related to the resources the company employs, the activities it performs and the inventory used in the course of their performance):

    • Properties

    • Capacity Categories

    • Time Slots

    • Resource Types

    • Activity Types

    • Inventory Types

  • Displays (the settings related to the general appearance of the application, screen layouts, languages and translations):

    • Glossary

    • Action Management

    • Display

    • Themes

    • Filters

  • Users, Security, Integrations (the settings related to user management and system access):

    • Organizations

    • Login Policies

    • User Types

    • Applications

    • Oracle Knowledge

    • Integration Cloud Service

  • Subsystems (the settings related to Oracle Field Service Cloud modules):

    • Statistics

    • Daily Extract

    • Routing Profiles

    • Collaboration

    • Message Scenarios

    • Holidays

Items are added only to the groups listed above. Each item, when clicked, leads to the corresponding configuration screen.

Configuration screen settings

Access to the Configuration screen can be allowed or denied per user type, which means that all users of that type will either have the Configuration item in their menu or not. The visibilities that set the user access to this screen are hidden, read-write, and read-only.

The items on the Configuration screen and their visibilities are configured in a dedicated context layout, Configuration. Similar to other context layouts, the Configuration screen is configured per user type, which means that all users of the selected type will see the same items on the screen with the same level of visibility. The Company Configuration context layout can include only the company configuration items. Therefore, the Add action window contains only the list of items related to company configuration. The reverse is also true—the company configuration items are not included in the action list of any other context layout.

Action Management

The Action Management window

The Action Management window lets you define action links and custom plug-ins.

The application operates with entities relevant to the process of mobile workforce management – activities, resources, routes, inventory, and so on. At various stages of processing the entities, different users perform different actions. Depending on the user's role, certain actions are allowed or restricted. Action links result in events or changes to screens and data (based on the type and status of the target and parent objects).

Access to the Action Management window is controlled by the Action management visibility. You must set this permission for each user type that you want to manage Action Management. If the action is not configured for the user type or if no visibility is defined, Action Management will not be visible to the user. If you select ReadOnly, Action Management is available in the view only mode. If you select Read/Write, the user can manage actions. You define the links in Action Management, configure them in the Screen Configuration section for each user type. When you configure the links, you add the links to the application’s contexts, making them visible to users with appropriate rights.

View Action Management

The Action Management window displays action links and custom plug-ins. This window also lets you create action links and custom plug-ins. For information on how to create a plug-in, see the Mobile Plug-in Framework guide.

Procedure
  1. Click Configuration.

  2. In the Displays section, click Action Management.

    The Action Management screen appears and displays the following columns:
    Column Name Description
    ID System-generated number that the application assigns to records in its database – not used by anyone except Support team.
    Action Name Action or plug-in name appearing on the screen. The plug-in appears under this name in the actual context.
    Action Label Unique action or plug-in label.
    Base Action Action performed by the custom action.

    The base action from which the plug-in is to be derived, if needed. When a base action is selected, the resulting plug-in functions per the same rules as the base action. It appears only in the contexts in which the base action appears and is shown or hidden according to the same visibility conditions. For example, if start_activity is selected as the base action for a plug-in, the plug-in is only be shown in the context of a pending activity when there is no started activity in the same route, similar to the Start action. The list of available base actions is filtered according to the Entity that is selected.

    Entity The entity to which the action or plug-in is related.
    Interface The interface in which the action or plug-in is used. Select '*' to have the action or plug-in available in all interfaces.
    Plug-in The relative path or URL of the plug-in if the action is a plug-in.
    Actions The link to modify the action or plug-in.

Base and custom actions

The default action links available in the application are called base action links. These links perform the most common actions. Custom actions are created by the administrator, per your company's requirements.

Base actions

The following restrictions apply to base action links:
  • You cannot delete base action links.

  • You can edit only the action name.

  • You cannot change the behavior of base actions.

  • You cannot add new base actions.

In the list of all the actions, the check box is disabled and the Base action column is empty for a base action.

Custom actions

A custom action is always related to a base action. That is, custom actions perform the same actions as base actions, but with certain custom features. For example, the Add Activity base action creates an activity of any available type. However, a teamwork activity can be created with only certain activity types, so a custom action is configured. This custom action is based on the Add Activity action but it adds activities only of the specified type.

Create a custom action

Custom actions are created by your administrator, based on your company requirements. A custom action is always related to a base action.

The Add action link window is used for creating both, custom actions and plug-ins. The descriptions of fields in this procedure includes descriptions for both.
Procedure
  1. Click Configuration.

  2. Click Action Management in the Displays section.

  3. Click Add action link.

    The Add action link window opens.

  4. Complete the following fields on the General tab:

    Field Description
    Action name (English) A mandatory field defining the action or plug-in name in the English language. The action or plug-in appears under this name in the actual context.
    Action name (other languages) Action or plug-in name translations to other languages, if used.
    Action label A mandatory field defining a unique action or plug-in label.
    Entity Entity (activity, inventory, required inventory, resource, service request, user) to which the action or plug-in is to be related. For example, if you select Inventory, the action will appear only in the contexts related to inventory.

    Leave the field blank for the action to be available in all contexts of all the entities.

    Interface The application interface (Manage or Mobility) in which the action is to be used. Select the '*' option for the action to be available in all interfaces.
    Base action Base actions to be performed as a result of the custom action. The list of available base actions is filtered according to the Entity you have selected. For example, if you select required inventory for Entity, then Base action lists only the actions related to required inventory.

    The base action from which the plug-in is to be derived, if needed. When a base action is selected, the resulting plug-in functions per the same rules as the base action. It appears only in the contexts in which the base action appears and is shown or hidden according to the same visibility conditions. For example, if start_activity is selected as the base action for a plug-in, the plug-in is only be shown in the context of a pending activity when there is no started activity in the same route, similar to the Start action.

    Is Plugin Whether the custom action is a plug-in. If you are creating a plug-in, you must select this check box. If you select this check box, the Plug-in details tab is added to the Add/Edit action link window and the Custom params tab is no longer shown.

  5. Complete the following fields on the Custom params tab (if applicable):

    Field Description
    Field A field related to the Entity selected on the General tab, for which you want to set the value. Select the field for which you want to set the value.
    Value The value that must be set on the field, while performing the custom action. Fields and values are added to the list under the corresponding entities.
    Action buttons Add: Adds the selected value under the corresponding entity.

    Edit: Lets you edit the selected value.

    Delete: Removes the selected value displayed under the entity.

    These settings define the value that are set on the selected field when the custom action or the plug-in is executed.

  6. Click Add to add more fields and values.

  7. Click OK to save the custom action.

Create an action link

The Add action link window is used for creating links both, custom actions and plug-ins. The descriptions of the fields in this procedure includes descriptions for both.

Procedure
  1. Click Configuration.

  2. Click Action Management in the Displays section.

  3. Click Add action link. The Add action link window opens.

  4. Complete the following fields on the General tab:

    Field Description
    Action name (English) A mandatory field defining the action or plug-in name in the English language. The action or plug-in appears under this name in the actual context.
    Action name (other languages) Action or plug-in name translations to other languages, if used.
    Action label A mandatory field defining a unique action or plug-in label.
    Entity Entity (activity, inventory, required inventory, resource, service request, user) to which the action or plug-in is to be related. For example, if you select Inventory, the action will appear only in the contexts related to inventory. Leave the field blank for the action to be available in all contexts of all the entities.
    Interface The application interface (Manage or Mobility) in which the action is to be used. Select the '*' option for the action to be available in all interfaces.
    Base action Base actions to be performed as a result of the custom action. The list of available base actions is filtered according to the Entity you have selected. For example, if you select required inventory for Entity, then Base action lists only the actions related to required inventory. The base action from which the plug-in is to be derived, if needed. When a base action is selected, the resulting plug-in functions per the same rules as the base action. It appears only in the contexts in which the base action appears and is shown or hidden according to the same visibility conditions. For example, if start_activity is selected as the base action for a plug-in, the plug-in is only be shown in the context of a pending activity when there is no started activity in the same route, similar to the Start action.
    Is Plugin Whether the custom action is a plug-in. If you are creating a link for a plug-in, you must select this check box. If you select this check box, the Plug-in details tab is added to the Add/Edit action link window and the Custom params tab is no longer shown.

  5. Complete the following fields in the Plug-in detail tab:

    Field Description
    Type The plug-in type. The following options are available:
    • HTML5 application: The plug-in uses an external system to extend the functionality. An HTML5 application plug-in can be used in one of the following Mobility contexts - Activity List, Edit., View Activity, Inventory Grid or Add/Details Inventory.

    • Native application: The plug-in accesses another application on the same device.

    Use Plug-in API Available only for the HTML5 application plug-in type. Determines if the plug-in will work via a third-party Plug-in API or as a regular external plug-in.
    URL The path to a URL (for external plug-ins). This URL executes the HTML5 application and it executes the plug-in in the entire browser window. The URL must start with the protocol (https). When the plug-in type is native application, this field is hidden.
    The settings described below are only for internal and external types of plug-ins. The settings for native application plug-ins are described separately.
    Post Data If any data has to be sent by the external plug-in, such data is to be entered in the POST data field. This field is hidden if Use plugin API is selected, or if Native application is selected as the plug-in type.
    Disable Action Link in Offline Defines whether the plug-in is disabled in offline mode. Clear this check box for the plug-in to work in offline mode with Mobility Cloud Service. This field is hidden when Native application is selected as the plug-in type.
    Main Menu Item Whether the plug-in can be set as a Main Menu item through the Main menu context layout. This field is hidden if Use plugin API is selected, or if Native application is selected as the plug-in type.
    Tab/iFrame Layout Whether the plug-in uses the iframe layout. This field is hidden if Use plugin API is selected, or if Native application is selected as the plug-in type.
    Show Scrollbars Whether the window in which the plug-in runs has scroll bars. This field is hidden if Use plugin API is selected, or if Native application is selected as the plug-in type.
    Width, Height The plug-in window size in pixels. This field is hidden if Use plugin API is selected, or if Native application is selected as the plug-in type.
    Authentication The type of authentication used by the external server hosting the plug-in source to verify access to the plug-in. This field is hidden when Native application is selected as the plug-in type. The following choices are available:
    • Basic HTTP: The Basic Access Authentication method working over HTTP or HTTPS. The Basic HTTP authentication method requires a valid login and password. When the entered login and password are verified by the server, the server returns the plug-in content.

    • HMAC: Hash-based message authentication code verifying that the data is received from an authorized source. HMAC authentication method requires a secret key configured for each plug-in.

    Login The user name to log in to the plug-in. This field is displayed only when Basic HTTP is selected for Authentication. It is hidden when Native application is selected as the plug-in type.
    Password The password to log in to the plug-in. This field is This field is displayed only when Basic HTTP is selected for Authentication. It is hidden when Native application is selected as the plug-in type.
    Secret Key Displayed when HMAC authentication is selected. All parameters of the plug-in URL with replaced placeholders will be encrypted on the basis of the SHA-256 hash of the Secret Key value using the HMAC algorithm. The resulting string will be appended to the URL as the HMAC parameter. This field is hidden when Native application is selected as the plug-in type.

  6. Complete the following fields for the Native application plug-in type:

    Field Description
    Native application name The name of the application to be launched by the plug-in.
    Browser user agents mask The browser in which the application is to be launched. The Native application link will be available in GUI, if the browser user agent matches specified mask. For example Safari, Android, iPad, iPhone, etc.
    URL template The template for building the external application URL from properties. The URL template contains parameters key and placeholders for parameters value. Properties are interpolated with placeholders, surrounded with braces "{" and "}". For example:

    http://www.copilotlive.com/copilot/android?type=LOCATION'&'action=View'&'alt={acoord_y}'&'long=|{acoord_x}'&'address={caddress|url}'&'city={ccity|url}'&'state={cstate}'&'zip={czip}

    The native application settings are organized in blocks. Initially, only one block is shown, if necessary, you can add more blocks by clicking Add. Each block sets one native application to be launched by the plug-in. The plug-in appears as a button which, when clicked, starts the application.

Using the Navigate action

The Navigate action is a pre-configured link used to open a native navigation app on mobile devices. The Navigate link appears only when the user is online or offline and when activities have resolved coordinates.

The following links are pre-configured:
  • Android devices (browser user agent mask = *Android*) open a navigation application by geo: protocol for Android browsers.

  • iOS devices (browser user agent mask = *(?:iPad|iPod|iPhone)*) open Apple Maps.

  • All other devices (Browser user agent mask = *) open maps.google.com.

Modify the Navigate action

You can modify the Navigate action, but note that changing this configuration could impact the users in the field. We recommend that you test the application properly before changing.

Procedure
  1. Click Configuration > Action Management.

  2. In the View drop-down list, search for Navigate. The Navigate action appears.

  3. Select the check box and click Modify. The Edit action link window appears.

  4. Click the Plugin details tab.

  5. Click Add. Enter the Native application name, Browser user agents mask and URL.

  6. Click OK. The new Navigate action is saved.

Activity types

An activity is any time-consuming task done by a resource (for example, installation, trouble call, lunch, team meeting, and so on). Each activity type includes a set of features, which are yes/no flags and define the way the activity type is processed. For example, whether activities of a specific type can be moved, created in bucket, rescheduled, and so on. Access to the Activity Types window is controlled by the Activity Types visibility. You must set this permission for each user type that you want to manage Activity Types. If the action is not configured for the user type or if no visibility is defined, Activity Types are not visible to the user. If you select ReadOnly, Activity Types is placed into a view only mode. If you select Read/Write for this setting, the user can manage Activity Types.

The following table provides a detailed description of the features that may influence the processing of activity from the back office applications through Oracle Field Service Cloud:

Table Features that influence activity processing

Feature If enabled, the activities of the type...
Allow to create from Incoming Interface … can be created from external systems, including Oracle Field Service Cloud ETAWorkforce
Allow move between resources … can be moved between resources
Allow creation in bucket ... can be created in bucket through routing plans and profiles
Allow reschedule … can be moved to another day
Support of not-ordered activities … can be not-ordered – such that can be started by the resource before/after any other activity within the route
Allow non-scheduled ... can be activities without a date
Support of time slots … can use time slots (time-period within which they are to be started can be defined)
Calculate activity duration using statistics … are estimated using statistics that are gathered at the resource level and company level

Search for an activity type

Every activity has a type. The activity type defines specific parameters of the activity, such as which time slot the activity takes place.

Procedure

  1. Click Configuration.

  2. In the Resources, Activities, and Inventories section, click Activity types.

    The Activity types screen appears and displays the following columns:
    Column Description
    ID System-generated number assigned to records in the database – not used by anyone except the Support team.
    Activity Type Name The user-friendly name the end user sees in the drop-down list of choices on the Activity screen.
    Status Indicates if the activity type is being used.
    • Green check mark = Active and in use

    • Red X = Inactive and not used

    Activity Type Label A unique identifier for the activity type.
    Actions Links to the actions you can take on this activity.

  3. Click View.

  4. Type the activity type that you want to find in the Find field.

  5. Click Apply.

    The results appear in the work area with the search criteria in bold.

Understanding activity type details

This topic describes the fields available on the Add Activity Type screen.

You can view the details of an activity type by clicking Modify in the Actions column of the Activity Types screen. The Add Activity Type screen displays the following fields:
Field Description
Activity type info section
Label Unique identifier.
Name User-friendly name that appears in the interface.
Language Language used.
Active Defines if the activity is active.
Group The activity type group this activity type belongs to, for example, Customer, Internal, Teamwork, or Task.
Default duration The time taken to complete the activity. This is the default value and it will be used when no statistics are available for the activity.
Color Scheme Section - Color scheme allows defining colors for each of activity statuses and for warning with standard RGB color codes and palettes. Some of the colors are not available in the Mobility Supervisor Time View (Manage).
Copy from The color palette to be copied from an existing Activity Type. The color scheme of the selected activity type is duplicated.
Pending through Cancelled The color to show on the Time, List or Map views.
Available Time Slots Section
Available Time Slots The times slots for this activity type. Time slots are setup in Configuration > Time Slots. Select the check box to activate the time slot.
Features Section- The features are yes/no flags, which define individual characteristics of the type processing. If the check box is selected then the feature is enabled.
Teamwork When selected, the Activity type is allowed for teamwork. This option can only be selected while creating the Activity Type. When the Teamwork activity feature is enabled, the following activity type features are disabled:
  • Multi-day activity

  • Allow move between resources

  • Allow creation in buckets

  • Allow reschedule

  • Allow non-scheduled

  • Enable 'day before' trigger

  • Enable 'reminder' and 'change' triggers

  • Support of work zones

  • Support of work skills

  • Support of inventory

  • Support of preferred resources

  • Allow mass activities

Multi-Day When selected, the Activity type is allowed for multi-day. This option can only be selected while creating the Activity Type. When you select Multi-Day, a new section, Multi-day activity, appears in the Add activity type window where the multi-day activity duration settings can be made. The following fields are displayed in the Multi-day activity section:
  • Minimal duration of a single segment: Defines the minimum length (in minutes) of each of the smaller tasks into which a multi-day activity is to be split.

  • Maximal total duration of segments created for a particular day: Defines the maximum total duration (in minutes) of multi-day activity segments for any day.

When the Multi-day activity feature is enabled, the following activity type features are disabled:
  • Teamwork

  • Allow mass activities

  • Allow repeating activities

  • Enable 'day before' trigger

  • Enable 'reminder' and 'change' triggers

  • Enable 'not started' trigger

  • Enable 'SW warning' trigger

Allow move between resources When selected, the activity type can be moved from one resource to another. This option cannot be enabled if Teamwork is selected.
Allow creation in buckets When selected the Activity type can be created in a bucket.
  • This option cannot be enabled when Teamwork is selected.

  • This option can only be enabled if Allow move between resources is selected.

Allow reschedule When selected allows the reschedule of an activity to another date.
Support of not-ordered activities When selected the activity type can be a not-ordered activity.

Not-ordered activities are the ones for which the order of execution is not defined. Such activities do not have an estimated time of arrival. The resource, dispatcher or routing may define the order (for example, command change order in mobile interface or edit activity command in web interface).

Allow non-scheduled activities When selected this activity type can be a non-scheduled activity. This option cannot be enabled if Teamwork is selected.

Non-scheduled activities are the ones that do not have a specific day of completion assigned to them.

Support of work zones When selected, this defines if a resource work zone must be calculated. This option cannot be enabled if Teamwork is selected. If this option is selected and a work zone cannot be calculated, a warning is displayed when such an activity is moved; routing will not assign such activities. If using work zones, Business rules must be configured to allow support of work zones (Configuration > Business Rules > GUI features > Enable work zones support).
Support of work skills If selected, work skills will be calculated and assigned to the activity based on any conditions met. Subsequently, only resources with matching work skills will be considered for assignment of the activity. If cleared, work skills are not considered and the activity can be assigned to any available resource.
  • This option cannot be enabled if Teamwork is selected.

  • This option does not depend on the Allow move between resources feature (as work skills are used not only to move activities but to calculate capacity).

If using work skills, Business rules must be configured to allow support of work skills (Configuration > Business Rules > GUI features > Enable work skills support).
Support of time slots When selected defines if time slots are required for activities of this type. This refers to pre-configured time slots within which the activity can be performed.
Support of inventory When selected, this defines if inventory can be used for activities of this type (e.g. lunch breaks and meetings should not have inventory). This option cannot be enabled if Teamwork is selected.
Support of links When selected, allows for the linking of predecessor/successor activity relationships.
Support of preferred resources When selected, allows for resource preferences (Preferred Resource tab) to be defined for activities of this type. This option cannot be enabled if Teamwork is selected.
Allow mass activities When selected defines if activities of this type can be Mass activities.
  • This option cannot be enabled if Teamwork is selected.

  • This option cannot be enabled if Allow move between resources is selected.

  • This option cannot be enabled if Support of not-scheduled activities is selected.

Allow repeating activities When selected defines if activities of this type can be recurrent.
  • This option cannot be enabled if Allow move between resources is selected.

  • This option cannot be enabled if Support of not-scheduled activities is selected.

Calculate travel When selected, defines if the travel time to an activity must be calculated. If an activity has Calculate travel enabled and has neither travel key (i.e., zip code) nor coordinates, a company default value will be used as a value of travel to and from the activity.
  • If the feature is enabled the algorithm implemented for activities is used for all activities of the type.

  • If the feature is not enabled (not selected) the travel time to activities of the type will always be calculated as zero (0) (as if location of activities of the type is the same as location of previous activity) and travel to the next stop also starts from this previous location.

Calculate activity duration using statistics When selected, specifies that the activities are estimated using the statistics that are gathered at the resource level and company level.
Allow to search When selected, specifies that the Oracle Field Service Cloud Search Engine indexes activities of this type.
Allow to create from Incoming interface When selected, specifies that activities of this type can be created from Inbound Interface. Activities may originate from either Oracle Field Service Cloud or external systems.
Enable ‘day before’ trigger When selected defines if day before trigger is invoked for activities of this type. This option cannot be enabled if either Teamwork or Multi-day Activity is selected. This option can only be selected while creating the Activity Type.
Enable ‘reminder’ and ‘change’ triggers When selected defines if 'reminder' and ‘change’ triggers are invoked for activities of this type. This option cannot be enabled if either Teamwork or Multi-day Activity is selected. This option can only be selected while creating the Activity Type.
Enable ‘not started’ trigger When selected defines if 'not started' trigger is invoked for activities of this type. This option cannot be enabled if either Teamwork or Multi-day Activity is selected. This option can only be selected while creating the Activity Type.
Enable ‘SW warning’ trigger When selected defines if 'SW warning' trigger (Service Window warning) is invoked for activities of this type. This option cannot be enabled if either Teamwork or Multi-day Activity is selected. This option can only be selected while creating the Activity Type.
Calculate delivery window Defines if a delivery window can be calculated for activities of this type.
SLA and Service window use customer time zone (required for routing) When selected, supports SLA/Service Window adjustment changes. This feature must be used if the Support of time slots feature is enabled.
Support of required inventory When selected, this defines if required inventory is supported for activities of this type.

Activate, deactivate, or delete activity types

You can activate, deactivate, or delete activity types.

Procedure

  1. Select the check box next to an activity type.

    Action links appear at the top of the screen.

  2. Click the appropriate link, based on the action you want to perform.

    Note: Deactivate does not delete the activity type; it just makes it inactive.

How activity duration is calculated

Activity duration can be either defined manually or calculated using statistics that are obtained from learned durations.

The manually-defined and statistical methods work as follows:
  • Manually-defined: If the Calculate activity duration using statistics check box is not selected in the Add activity type or Modify activity type screen, the duration specified at the time of creating the activity is used. If the duration is not specified in the activity, the default duration for that activity type is used.

  • Statistical: If the Calculate activity duration using statistics check box is selected in the Add activity type or Modify activity type screen, the duration of the activity is calculated based on statistical methods. If the history is not enough to calculate using statistics, the duration entered manually (if entered) at the time of creating the activity is used. If neither history nor a manually entered value is present, then the default duration for that activity type is used. The default duration is specified at the time of creating the activity type.

Calculation of activity duration using statistics

Activity duration estimations are calculated by the application based on the historical data of completed activities. The application analyses new data, compares it against previous estimations, and corrects the previous estimations, based on the new data, to obtain updated estimations for future usage. For this, the application uses two main statistics: company profile and personal profile. The application learns how each technician performs tasks and updates these statistics daily.
  • Company profile: The activity duration is calculated at the company level based on the Activity duration stats fields configured in the Statistics screen. All activities belonging to the same field value are grouped together for calculating the duration. The key is typically something that identifies similar activities as a single entity including fields such as Activity Type. When a technician performs tasks and reports the time against them, the company level estimate is derived for each task type based on the stats field values. The application gives more importance to more recent data for computation, rather than historic data. This increases the estimation accuracy and allows the application to respond to changes in trends in a timely manner. The default duration specified in the Add activity type screen is used as the starting point for estimating the duration. The application:
    • Refers to the previous experiences of similar tasks.

    • Calculates the estimate based on the summary of experiences.

    • Learns from new experiences.

    • Updates and remembers the updated experiences for future use.

    Every day the estimate is modified by a small amount, based on the durations reported on the previous day for similar activities. The correction applied is controlled to ensure that there isn’t too much deviation from the previous estimation and the estimated durations do not keep fluctuating on a daily basis; but is significant enough to respond to any trend change within a few days.
    The formula to calculate the new estimate is:
    New estimate = Previous estimate +/- Correction
    where correction is based on previous estimates and the differences between the estimated and reported durations.
  • Personal profile: Along with the company level estimate, the estimated time for the activity for the technician is computed in the form of a ratio. This ratio is calculated based on the company level estimate for the activity. The final estimate at the technician level is the product of the personal profile ratio and the company level estimate. Each technician may have different ratios for different types of activities, based on their performance. Similar to the correction applied to the Company level estimates, the Personal profile ratio is also updated by a small controlled amount every day, based on the durations reported by the particular technician on the previous day for similar activities. When a technician performs an activity for the first time, the default ratio is used.

Some more important points about activity durations:
  • If the personal profile is not available for an activity key value, the default ratio for the technician is used.

  • The default ratio has an initial value that is specified in the Initial Ratio for Activity Duration field. This value will be updated each time the technician performs a relatively new activity.

  • You can specify which type of resources use personal profile. If this setting is not selected, such resource types will not use the personal profile and will use only the company wide estimations.

  • You can specify whether a resource affects the company level estimates. If it does, you can also specify the number of days to be skipped. The duration reported by only those resources that satisfy these two conditions is used to modify the company level estimates.

  • You can set upper and lower limits for activity durations. The values will always remain within the set limits.

The fields that affect activity duration are:

Field Screen

Minimum and maximum relevant duration time in minutes

Lower/Upper limit for personal ratio for duration calculation

Statistics

Default duration

Calculate activity duration using statistics

Add activity type and Modify activity type

Personalize the estimation of activity duration

Use durations reported to enhance company-wide estimations

Do not consider reported data of the first x working days

Add resource type

Initial ratio for Activity Duration

Working days left for reported data to start impacting duration estimations

Resource Info

Configuration examples

Example 1: Application uses the duration that is provided at the time of creating the activity
  • Activity Type screen:

    • Default duration = 30

    • Calculate activity duration using statistics = not selected

If the activity created has a duration of 50 minutes, that value (50) is used, if no value is provided at the time of creating the activity, 30 minutes is used.

Example 2: New resource in the application has no historic data. The administrator wants to provide 20% more time than the estimated duration at the company level.

  • Resource Type screen: Personalize the estimation of activity duration = selected

  • Resource Info screen: Initial Ratio for Activity Duration = 120%

  • Activity Type screen: Calculate activity duration using statistics = selected

  • Assume company-wide estimation for the activity to be 45 minutes

Since the resource does not have previous records for this kind of activity the initial (default) ratio is used for calculations. The estimated duration for the resource is: 45 * 120% = 54 minutes

Example 3: Application uses technician’s learned duration with limits. Resource has performed activities of this type in the past and, hence, has a personal activity key ratio.

  • Statistics screen:

    • Lower limit for personal ratio to calculate duration = 50%

    • Upper limit for personal ratio to calculate duration = 200%

  • Resource Type screen: Personalize the estimation of activity duration = selected

  • Activity Type screen: Calculate activity duration using statistics = selected

  • Assume personal profile to be 90% and company-wide estimation for the activity to be 50 minutes.

Since the personal activity key ratio falls within the set limits, it is used for estimations. The estimated duration for the resource is 50 * 90% = 45 minutes.

Example 4: Application uses company duration without using personal profile

  • Statistics screen:

    • Minimum relevant duration time in minutes = 3

    • Maximum relevant duration time in minutes = 1440

  • Resource Type screen: Personalize the estimation of activity duration = not selected

  • Activity Type screen: Calculate activity duration using statistics = selected

  • Assume company-wide estimation for the activity to be 45 minutes

Since the personal profile is not configured and the company-wide estimation is within the set limits, the estimated duration for the resource is same as the company wide estimation = 45 minutes.

Configure business rules

The Business Rules help you configure the application to suit your requirements. These rules are configured on the Configuration tab.

Business Rules includes items such as:
  • General features - such as enabling work zones, work skills, activity priorities

  • Maps and Gecoding - such as countries included in geocoding, zip/postal codes format

  • Quota Management – how quota is measured (minutes, hours, man-days) and recalculated

  • Search – identifying what fields are available in search

    Note: Search uses the first 40 characters of the search string.

Access to the Business Rules window is controlled by the Business Rules visibility profile permission. You must set this permission for each user type that you want to manage Business Rules. If the action is not configured for the user type or if no visibility is defined, Activity Types will not be visible to the user. If you select ReadOnly, Business Rules is placed into a view only mode. If you select Read/Write for this setting, the user can manage Business Rules in Oracle Field Service Cloud.

Procedure

  1. Click Configuration.

  2. In the General section, click Business Rules.

    The Business Rules screen appears.

  3. Complete the following fields:

    Field Description
    General
    Work Skills Support

    Work Zones support

    If a feature is disabled (unselected) the settings defined for it are retained in the application, but no restrictions are applied.
    Work skills and work zones are critical settings greatly affecting performance, particularly, activity assignment to resources. When they are enabled, they impose the following constraints on the process of activities assignment and reassignment:
    • Routing takes into account work skills and work zones and assigns activities only to resources matching the work skill and work zone requirements of the activities.

    • All newly-created activities have work skills and work zones calculated for them and, therefore, will be correctly assigned afterwards

    • Self-assignment, Quota management, manual activities move or assignment are subjected to work skills and work zones check

    All these factors contribute to higher application performance and help improve the use of the workforce. Disabling work skills support and/or work zones support may result in Routing results below optimum and, therefore, must be used with care.

    Service Window Support If selected, by default the Service Window placeholder is selected when an activity or teamwork is created (must be defined).
    Points Support Select the box if you use points. When points are used, each shift and corresponding work schedule is assigned a certain number of points, which are a relative expression of the required work to be performed within such work schedule. Similarly, each activity may be also assigned a certain number of points. As the resource completes activities in their route, their points are added and compared to the total number required for the work schedule. Points may be used by Routing in activities assignment.
    Overnight Work The number of hours for overnight work since midnight. Used only if you have overnight work activities. Select the time zone used to define the work-day closure from the drop-down menu.

    Working time ____ hours since midnight <…..>

    This setting affects the logic of data saving by the Daily Extract functionality. If the company does not support overnight shifts, the extraction period covers time since the previous extraction till the end of the previous day. If the company supports overnight shifts, the Daily Extract data for the previous day are available for extraction after the overnight expiration, i.e., at 00:00 AM + overnight. If the data is extracted before that time, the resulting files will contain data of 2 days before. It is recommended to schedule Daily Extraction several minutes after the overnight expiration to guarantee that only the relevant data is extracted.

    Full-time Equivalent Used in the Planning section of Mobility Calendars. The value is a company wide setting. The value converts the calendar to a Full-time Equivalent resource. For example: If the resource works from 08:00-16:00 (8 hours) and the Full-time Equivalent value = 8 this resource will be shown as 1 Full-time Equivalent.
    Activity Priority Activity priority is used by Routing to assign urgent activities, immediate activities, and to prioritize activities for self-assignment on the map in Mobility. The configuration consists of the following parameters:
    • Property to define priority: Defines the activity property that will be used to identify urgent, immediate, and self assignment activities.

    • Urgent activities have the following values of the property: Defines the specific values of the property, which make the activity urgent or immediate. Several values of the same property can be used as criteria. In this case the values must be separated by commas in the field. The order of property values defines the priority level. The value listed first will have the highest priority, with other values following in the descending order. For example, if you have a privileged customer, selecting PC in the W/O Type filed qualifies the activity as urgent.

    • Normal activities have the following values of the property: Defines the specific values of the property, which make the activity normal. For example, in-house activity selected as IN in the W/O Type filed qualifies the activity as normal.

    When activities are routed using the immediate routing run option or the urgent routing option, the priority specified in the field that you select here are considered. For example, a company must always perform repairs as soon as possible to reduce service disruptions. In this case the company may select Activity Type as the Property and Repair as its value to consider an activity urgent.
    Enable the Visit functionality Define Bundling keys for a Visit
    Visit Bundling Keys Define Bundling keys for a Visit
    Maps and Geocoding
    Available Countries Geocoding is the process of finding associated geographic coordinates (latitude and longitude) from other geographic data, such as street addresses, or zip codes (postal codes). Geocoding data is required for Routing and is critical for Map/driving directions.

    Proper geocoding information is necessary for every country that this instance of the application is operating within. The Available Countries field allows adding additional countries for geocoding purposes.

    Select the + symbol to select an additional country form the drop-down menu. Select the pencil icon to edit the country name for localization purposes.

    Default Country for Geocoding Determines from which country the Available Country list above is used as the default country for geocoding.
    Zip Code Format Defines the format of ZIP (postal) code and state code values, when applicable. Both fields are used in the activity coordinates resolution from its geographic address. The ZIP value is validated by the Inbound API, therefore, its format is important. When the ZIP value sent by the Inbound API does not correspond to the format set in the Business Rule, the API returns an error. However, when the Free Post code option is selected, the ZIP value is not validated and will always be accepted.
    State Format The State format field includes Free format and US. Select US for addresses in the USA having a strict 2-letter state code format. For all other countries with different civil entity systems, select Free.
    GPS Identify technician by – Determines how a unique technician is identified within the context of GPS plotting.
    The following items are applicable with Oracle Field Service Cloud Smart Location Cloud Service:
    • Resource is considered idle if moved less than __ meters within _- minutes

    • Resource is considered to be at the activity location if the distance is less than __ meters -

    Map Parameters Defines the items related to the Map screen:
    • Distance Measurement Units: Specifies whether distance is measured in miles or kilometers.

    • Ignore coordinates with accuracy less than: Sets the minimum sufficient accuracy level for geocoding. The minimum sufficient accuracy level is the coordinate’s accuracy which is considered acceptable for usage. The coordinates below the specified level will not be used as insufficiently accurate.

    • Baidu Maps and Geocoding parameters: Indicates the server key and browser key for Baidu maps, which are used to authenticate the user or organization using the service.
      Note: Driving directions for Oracle map and geocoding are only shown in the following languages: (English (default), French, German, Italian, and Spanish). The default maps and geocoding provider is Oracle. Google or Baidu can be used, if it is part of your subscription. To use Google or Baidu maps, contact Oracle Sales. Further, you can have only one provider (Oracle, Google, or Baidu) configured in the application. Information about the geocoding provider, if it is other than Oracle, is displayed on the Configuration > About screen.
    Custom Map Layers Lets you add a custom layer on top of the resources map to define places of interest such as gas stations or gas pipelines. Click Add new to add a new map layer, modify or delete an existing layer, and change the permissions for an existing layer. When you click Add new, the Add Custom Map Layer dialog opens. You can either upload shape files through the interface or through an API, or you can provide the path to MapViewer from where the custom layer is obtained. You also see the following sections:
    • Status: Indicates the status of the layer. If the shape file is successfully uploaded and is ready for use, displays a green check mark. If the shape file is not uploaded properly or has any errors, displays a red cross mark.

    • Map layers: Provides the name of the map layer and the date on which it was last updated. If the map layer is not available, this column provides the reason such as Shape loading failed.

    • User types: User types to which the layer is assigned. If there are multiple user types, they are displayed as, ‘<user type> and <number> more’. For example, ‘Technician and 3 more’.

    Nearby Radius and Nearby SLA Defines the criteria of the nearby activities search in the Mobility Application. The Nearby Radius value sets the radius of the circular area in which nearby activities is to be searched. The Nearby SLA parameter sets the SLA expiration period which activities must have to match the search criteria.

    The default values are 50 kilometers as the radius and 60 days as the SLA. The minimum values are 1 km and 1 day, respectively. The maximum values are 1000 km and 1000 days, respectively. As the result, the functionality searches a circular area with the center in the resource location and the radius equal to the Nearby Radius value, selecting the activities with SLA expiring within the period defined as Nearby SLA. Any activities not conforming to these criteria will not be included in the search results.

    Company Boundaries The latitude and longitude coordinates of the company’s geographical work area. Activities can be performed only within these boundaries that are a set of squares. To identify a square, its top left and bottom right corners are defined. If no boundaries are defined the company can perform work anywhere. Additional boundaries can be added by clicking the + symbol.
    Quota Management The following items are applicable with Oracle Field Service Cloud Capacity Cloud Service:
    • Measurement units for Quota and Available Capacity

      Defines the general settings affecting Quota Management functionality. Particularly, the user can choose the units of measurement to display Quota and Used values by setting the Quota and available capacity are defined in parameter. The available values are hours, man-days and minutes. Internally, all values are calculated in minutes anyway, and are converted to the selected unit when the corresponding value is displayed in the Quota View.

      When man-days is selected as the unit of measurement, the Number of hours per man day is field appears where the correlation between man-days and hours can be defined. Ultimately, this parameter is used to convert man-hours into minutes.

      When the Quota is defined as percentage of the capacity available by calendar, sometimes it requires adjustment. To adjust the value, the system estimates the capacity available by calendar, processes the already booked activities (to calculate the Other activities value), and, finally, recalculates the Quota in minutes using the defined percentage value.

    • Recalculation period

      You can set a predefined time interval for Quota and Capacity recalculation using the every [ ] minutesfield.

      Valid values: 1 to 1,440 minutes

      Default value: 10 minutes

      Also, you can recalculate quota and capacity for a predefined future period (defined as days or calendar weeks). For example, if you enter 10 minutes and set 3 calendar weeks for Quota and Capacity recalculation, then the recalculation occurs after every 10 minutes for 3 calendar weeks.

      The Calendar Week (duringdrop-down list) option is processed based on the value selected from the First Day of the Weekdrop-down list in the Display screen.

      When you use the Calendar Week option, all remaining days of the current week (unless the start day is the week start day selected using the First Day of the Week drop-down list) plus all days of the following weeks are considered.

      However, if the recalculation period is set to 7 days, the recalculation is performed for 7 days only. The maximum value for the Calendar Week option is set to 99 days or 15 calendar weeks.

      You can select the recalculation start day (current day, tomorrow, or day after tomorrow) from theThe Corresponding quota values are automatically adjusted starting from drop-down list.

      The Quota and Capacity is recalculated for the Available Capacity, Booking Status, and Quota screens.

      Note: When an activity is booked during the predefined recalculation period, then irrespective of the routing schedule and the specified recalculation period, the values in the Available Capacity, Booking Status, and Quota screens are recalculated immediately.
    Capacity Intervals See Define Time Intervals section in the Oracle Field Service Cloud Capacity Cloud Service Guide.
    Search Fields Define Search fields for Core Manage and Define Search fields for the Mobility Application

How geocoding works

Oracle Field Service Cloud attempts to geocode a location using the address data that is provided when the activity is created.

The application uses the following fields when attempting to geocode the location:
  • Address (caddress)

  • City (ccity)

  • State (cstate)

  • Zip/Postal Code (czip)

  • Country (country_code)

Data provided in these fields are submitted to the geocoding service without any modification or manipulation. When the geocoding service resolves a location, it returns a response with an accuracy level. In understandable terms it is accurate up to the address, accurate up to the street, and accurate up to the city. The location is resolved based on the selection made in the Ignore coordinates with accuracy less than setting on the Business Rules screen. For example:
  • If the value for Ignore coordinates with accuracy less than is Address, and the geocoding service returns Accurate up to the Intersection, the location is not resolved, because the lowest acceptable level based on the configuration is Address.

  • If the value for Ignore coordinates with accuracy less than is Intersection and the geocoding service returns Accurate up to the Address, the location is resolved, as it exceeds the lowest acceptable level based on the configuration of Intersection.

Ignore coordinates with accuracy less than includes the following options in descending order:
  • Address: Indicates an accuracy level of the exact premise. Usually requires an exact match of the address (including house number, street name, street type/suffix/prefix), city, state, zip, and country.

  • Intersection: Indicates an accuracy level of a major intersection, usually of two major roads.

  • Street: Indicates an accuracy level of a street.

  • Route: Indicates a named route (such as US 101). This may not apply to all countries.

  • Zip: Indicates an accuracy level of the zip/postal code. May also require a city name and country match.

  • City: Indicates an accuracy level of the city. May also require the country name to be matched.

  • County: Indicates an accuracy level at the county level. This type may indicate a minor civil administrative level. Not all countries have this type of administrative levels.

  • State: Indicates an accuracy level at the state level. Within the United States, these administrative levels are states. Not all countries have this type of administrative levels.

  • Country: Indicates an accuracy level of the country.

The better the data quality, the more likely the location is resolved. For example - if you submit “10 Henr St Chartley, MA 02712”, the accuracy level will most likely result in something less then an accuracy level of Address, because Henry is misspelled. Other items to watch out for are extra characters or spaces in the fields, missing or wrong address prefix or suffix, abbreviations that do not match postal guidelines, a new address that is not in any geocoding service, wrong data (wrong zip/post code or street name), and partial data. Any of these items can cause challenges with resolving an address.

Best practices:

  • We recommend setting the Ignore coordinates with accuracy less than to Zip. Any other settings may result in fewer locations being resolved or too many locations resolved with a low level of accuracy.

  • Do not include additional address elements in the Address (caddress) field. The element includes but is not limited a business name, unit, flat, suite, floor number, and so on.

  • Avoid uncommon abbreviations, or abbreviations that are part of a defined standard used by the postal authority. It is possible that “Ave”, “Ave.” and “Avenue” can lead to different accuracy resolutions.

  • You may have to experiment to find the best way to send address data to Oracle Field Service Cloud.

  • When available, we recommend that you send us the geo-coordinates when you create activities. Send the values using Coordinate X (acoord_x) and Coordinate Y (acoord_y).

Add a custom map layer

Custom map layers are layers that are added on top of a map in Mobility Cloud Service. The layers may include the places of interest that are specific to your business. You can add custom layers through an external source or internally through APIs. Use APIs to upload shape files for each layer that you want to create and configure it in the Manage screen.

If you are adding an internal custom map layer, you must upload a shape file through the metadata API.

Procedure

  1. Click Configuration.

  2. In the General section, click Business Rules.

  3. In the Maps and Geocoding section, click the plus icon next to Custom map layers.

    The Add Custom Map Layer dialog appears.

  4. Enter the name of the layer in the preferred language.

    The languages displayed here are the languages that you have selected for Company language in the Display screen.

  5. Add a label for the custom layer in the Label field.

    If you have added a custom layer through the metadata API, the name is suggested as you type it. If you have not added any layer through API and you do not add an external source, you cannot save the layer.

  6. Select the status of the layer in the Status drop-down menu.

    A layer with the Active status is available in Mobility, and a layer with the Inactive status is not available in Mobility.

  7. Select the location from which you want to use the shape for the layer:

    • Upload shapefile later via API: Select this option to upload a shape file through API.

    • Upload shape now: Select this option to upload a shape file now. The following fields are displayed:
      • URL to shape file: Enter the URL to the location where the shape file is available.

      • Username and Password: Enter the username and password to access the shape file location.

      • SRID: Enter the shape identifier that was generated in the application in which the shape was created.

    • Use external data source: Select this option to use an external data source to display custom layers. This functionality requires Oracle MapViewer where the layers are created and stored. The following fields are displayed:
      • MapViewer URL: Path to MapViewer from where the layer data is obtained.

      • Data source: The source of the map layer data used by MapViewer.

      • Theme: Layer name in MapViewer.

      All the fields are mandatory. If a field is left empty, the window is rejected with the error message: {field_name} is empty.
    • Use already uploaded shape: Select this option to use a shape that is already uploaded. The list of available shapes is displayed and the following details are displayed:
      • Layer label: The label of the layer.

      • Last updated: The date on which the shape file was last updated.

      • Source URL: The URL in which the shape file is uploaded.

  8. Click OK.

    By default, users of all user types have access to the new custom layer. If the status is Active, the application verifies if:
    • Data for this layer is present in the database.

    • Data is consistent and not corrupted.

    • There are no errors when displaying the layer on map.

    If these conditions are satisfied, the layer is saved and displayed on the following Oracle Field Service Mobility Cloud Service map screens:
    • Team map: Accessed from Mobility > Map

    • Activity List map: Accessed from Mobility > Activity List > Map

    • Activity Details map: Accessed from Mobility > Activity Details > Map

Update shape properties

After you upload a shape, you can modify its properties such as visibility on the Map hint.

Procedure
  1. Click Configuration.

  2. In the General section, click Business Rules.

  3. In the Custom map layers section, click the stack icon next to layer that you want to modify and click Modify. The Edit Custom map layer dialog opens and displays the information in the Layer info and Shapes sections. The information in the Shapes section depends on the way in which you have uploaded the shape.

  4. Select a title for the shape in the Shape title column drop-down menu. This title is displayed for the shape on the Map view in Oracle Field Service Mobility Cloud Service.

  5. Fill up the following fields in the Shape hint columns section:

    Field Description
    Custom name Enter a meaningful name for the layer.
    Visible on hint Select whether you want to display the name in the hint on the Map view in Oracle Field Service Mobility Cloud Service.

  6. Click Save. The changes are saved.

Assign permissions to custom map layers

When you upload a shape, by default it is available for all user types. You can change the permissions as to which users can see which shape.

Procedure
  1. Click Configuration.

  2. In the General section, click Business Rules.

  3. In the Custom map layers section, click the stack icon next to layer that you want to modify and click Permissions. The Select user types dialog appears. By default, all the user types are selected.

  4. To remove access to the selected layer, click the minus icon next to the user type.

  5. To provide access to a layer, click the plus icon. Select the check boxes next to the user types to whom you want to provide access.

  6. Click Save. The changes are saved. The updated permissions come into effect the next time the user of the corresponding user type logs in.

Define Bundling keys for a Visit

Oracle Field Service Cloud sends configured notifications for each activity separately. In cases, where there are several activities (appointments) scheduled on the same day for the customer and you want to send one notification of each kind (for example, day before, reminder, or change notifications) to the customer, then select the Enable Visit Functionality check box to activate the Visit functionality.

The Visit Bundling Key field defines the criterion being used to define a visit. The criterion can include an activity property field, where you can set the length of the property values and determine whether the property values are case sensitive. The system compares the values defined in the activity fields against the specified criterion. Activities are grouped together as a visit, only if the values of all visit bundling keys match the specified criterion. To ensure that external system messages are sent in the proper way, you must add a launch condition using visit triggers while configuring message scenarios.

When routing is run using Immediate Assignment and if the Bundling setting is used (only available in Immediate Assignment routing), then the Immediate Routing plan uses the Visit Bundling key for route optimization. For example, when you use activity address as a bundling key and run routing for urgent activities, then routing finds activities that are on the same address as the urgent activity to create visits. For more details, refer to the Immediate Activity Assignment section in the Oracle Field Service Cloud Using Routing Cloud Service Guide. After you define the visit bundling keys, click Save to recalculate the existing activities according to the new visit settings.

Procedure

  1. Click Configuration.

  2. Click Business Rules in the General section.

    The Business Rules screen appears.

  3. Select the Enable the Visit functionality check box.

  4. Click the Modify icon.

  5. Click the Plus icon.

  6. Select the required keys.

  7. Click Add.

  8. Use the following filters to specify additional criterion for grouping activities:

    • Length: Enter an integer value between 0 to 99. For example, if you enter 5, then the first 5 values of the activity property are considered.

    • Function parameter: Select a parameter to determine whether the activity property values are case sensitive, case insensitive, first word case sensitive, first word case insensitive.

  9. Click Save.

    Note: If there are already visits in the system, and if the visit bundling keys are changed, then after recalculation, the visits no longer matching the keys are split into individual activities.

Define Bundling keys for a Visit: Example

Assume that an installation activity is scheduled for a customer on 21st June, 2016 and is the only notification you send to the customer. The installation activity involves the activities, installing the hardware and installing the software but you want the customer to receive only one notification.

Assume that installing the hardware is assigned to technician William and installing the software is assigned to technician Philip. Both activities are scheduled on the same day at 4 to 5 pm and 5 to 6 pm respectively. Assume the following details for the customer:
  • Account number: 123456

  • Address: 77 Discovery Drive, Bozeman, Montana 59718

Since both the activities are performed on the same day for the same customer and at the same location, and the goal is to notify the customer only once, it is necessary to bundle the activities together and schedule a visit. Let us select Account Number and Address properties as the bundling keys from the Configuration, Business Rules page and click Save. Since the values defined in the activity fields (that is, Account number and Address) match the selected criteria (that is, Account Number and Address properties selected as the bundling keys); the activities, installing the hardware and installing the software, are grouped together as a visit. To verify whether the activities are grouped as a visit:

Procedure
  1. Select Dispatch, Activities.

  2. Select the technician William from the resource tree.

  3. Select the Installing the hardware activity from the dashboard and view the activity details.

  4. Select the Links tab.

    A Visit number is displayed with the Pending status.

  5. Repeat steps 1 through 4 for the Installing the software activity.

Define Search fields for Core Manage

Oracle Field Service Core Manage Cloud Service uses the activity property fields defined in the Search section of the Configuration, Business Rules screen to search for Activities in the system.

You can also edit the activity property fields in the Search section of the Business Rules screen to define additional search fields to search for activities. For example, assume that the activities in the system are searched using Name and Account Number activity fields. Now, you want to search the activities using the Address activity field. You can specify an additional search field as follows:

Procedure

  1. Click Configuration.

  2. Click Business Rules in the General section.

    The Business Rules screen displays.

  3. Click the Edit icon for Activity Search fields in the Search section.

    The Activity Search Fields screen displays.

  4. Click the Plus icon.

  5. Select the Address field.

  6. Click Add.

  7. Click OK.

    The Address field displays in the Activity Search Fields section.

  8. Click Save.

  9. Click the Core Manage Search icon and click the gear icon.

    The Search preferences dialog displays the selected search categories.

  10. Select the by Address check box.

  11. Click the Back to Search button and enter an address, for example, 7700 Technology Way, in the Search field. When a search is performed, the search fields are selected in the order defined in the Search preferences dialog. You can perform the following tasks in the Search Preferences dialog of the Core Manage Search option:

    • Click the reorder icon to drag and drop the required activity search fields in the list to rearrange the order.

    • Select or clear the required activity search fields to add or remove the activity search fields.

    • Select an option from the Date drop-down list to refine the activity search results.

    Note: Search uses the first 40 characters of the search string.

The activities matching the specified address display.

Define Search fields for the Mobility Application

Mobility uses the inventory property fields defined in the Search section of the Configuration, Business Rules screen to search for inventories in Mobility.

You can also edit the inventory property fields in the Search section of the Business Rules screen and define additional search fields to search for inventories. For example, assume that the inventories in the application are searched using Model and Item Number inventory fields. Now, you want to search the inventories using the Serial Number field. You can specify an additional search field as follows:

Procedure

  1. Click Configuration.

  2. Click Business Rules in the General section.

    The Business Rules screen displays.

  3. Click the Edit icon for Inventory Search fields in the Inventory Search Fields section.

    The Inventory Search Fields screen displays.

  4. Click the Plus icon.

  5. Select the Serial Number field.

  6. Click Add.

  7. Click OK.

    The Serial Number field displays in the Inventory Search Fields section.

  8. Click Save.

  9. Log in to the Mobility application.

  10. Click the Search icon.

  11. Enter the Serial Number (for example, 8779808797) in the Search field and click Search. The inventory matching the specified serial number displays.

    Note: Search uses the first 40 characters of the search string.

Capacity Time Intervals

The time interval set consists of time intervals delimited with a comma (","). Time intervals within the time interval set cannot have time period in common (with the only exception of a "point in time" time interval.

About capacity categories

A Capacity Category is a predefined set of work skills and/or work skill groups and time slots visible to a user who is booking the activities for the customers.

Based on the number of minutes available (Capacity = Initial Quota allocation minus used minutes), the user decides if enough time is available within a time slot to realistically promise a specific service window to the customer. This information is sent to the CSR via Capacity API. Capacity Categories are visible only if you are using the Oracle Field Service Cloud Capacity Cloud Service module.

Note: The Used Minutes value is calculated based on the exact time (in minutes) from start to end of a working day.
You must enable the Capacity Categories visibility profile permission for each user to access the Capacity Categories window:
  • Read-Only: Select this option to display capacity categories in a view only mode.

  • Read/Write: Select this option to let the user manage Capacity Categories in Oracle Field Service Cloud.

If the permissions are not configured for a user type, the activity types will not be visible to the users. Oracle Field Service Cloud maps the work skills to assign incoming activities to the resources. In general, many companies define quota for a work skill group rather than for an individual work skill. For example, separate skills are required for installation, un-installing and maintenance of modems, but from a scheduling perspective, quota is defined for all the modem-related works group.

A capacity category can also consist of a single work skill and the minimum required level of the skill level. For example, a category can be created for all the customer-oriented work and a separate group for VIP customers or for highly difficult tasks. The two categories would contain the same work skills but the minimal qualification level in the VIP group is higher. Because of the categories and the multi-skill functionality, the same activity can match several rows in the Quota table and can be added to the Used capacity several times. The duration of this activity will be taken into account for all the capacity categories it matches.

Create a capacity category

Create a capacity category to configure work skills, work skill groups and time slots.

Procedure

  1. Click Configuration > Capacity Categories.

    The Capacity categories screen appears.

  2. Click Add New.

    The Add Capacity category window appears.

  3. Enter the appropriate information in the following fields: The following table describes the fields available on the Add Capacity category screen.

    Option Description
    Name Enter the name of the capacity category. The name is displayed in the list and in the quota matrix. If the application is configured for multiple languages, input boxes will appear for each language.
    Label Specify a label. It is used in the context of APIs and it must conform to a standard naming convention.
    Active Select the Active check box to mark this capacity category as active. Only active capacity categories are used in the quota matrix.

  4. Click Save. Once you create the capacity category, you must add work skills, work skill groups and time slots to the category.

Modify a capacity category

Edit an existing capacity category as and when you need.

Procedure

  1. Click Configuration > Capacity Categories.

    The Capacity categories screen appears.

  2. Select the check box next to the capacity category that you want to change.

  3. Click the pencil icon in the Name column.

    The Edit Capacity Categories window appears.

  4. Change the fields that you wish to edit.

  5. Click Save.

Delete a capacity category

Delete a capacity category when you no longer need it.

Procedure

  1. Click Configuration > Capacity Categories.

    The Capacity categories screen appears.

  2. Select the check boxes next to the capacity categories that you want to delete.

  3. Click Delete.

  4. Click OK.

    The selected capacity categories are deleted.

Add or edit work skills within a Capacity Category

A Capacity Category can contain one or more work skills and each work skill must meet a minimum required level.

Procedure

  1. Click Configuration.

  2. In the General section, click Capacity Categories.

    The Capacity Categories screen appears.

  3. Click the pencil icon in the Work Skills column for the Capacity Category that you want to add or edit.

    The Edit Work Skill window appears.

  4. Select a work skill and add the minimum level of the skill required in the corresponding text box. The default value is 1. When the minimum level of a work skill is defined, an activity will match a Capacity Category, if a required skill level for the activity skill is equal to or more than the level of the Capacity Category.

    Note: If a capacity category contains a group of work skills, the activity matches the category if it requires at least one of work skills from the group.

Recalculate activities after any edits or updates have been made to apply changes to pending and future activities in the system.

Add or edit time slots within a Capacity Category

A Capacity Category can contain one or more time slot associations.

Procedure

  1. Click Configuration.

  2. In the General section, click Capacity Categories.

    The Capacity Categories screen appears.

  3. Click the pencil icon in the Time Slots column for the Capacity Category you want to add or edit.

    The Edit Time Slots window appears.

  4. Select a time slot.

  5. Click Save.

Use Collaboration

Oracle Field Service Cloud Collaboration enables communication between the application users and lets you organize help desk activities. You can use the chat window of Oracle Field Service Cloud Collaboration to access other data from the application, instead of using the Manage interface. For example, you can share details about a resource, an activity, or an inventory item or you can move activities and inventory. Oracle Field Service Cloud Collaboration is visible only if it is configured. This procedure describes how to create a group or help desk.

The Collaboration screen shows settings that affect the way the user interface appears to the end user. While you may retain the default settings for most of these settings, you can change a few settings during implementation based on your business needs. Access to the Collaboration screen is controlled by the Collaboration visibility profile permission. You must set this permission for each user type that you want to manage Collaboration. If the action is not configured for the user type or if no visibility is defined, Collaboration will not be visible to the user. If you select ReadOnly, Collaboration is placed into a view only mode. If you select Read/Write for this setting, the user can manage Collaboration in Oracle Field Service Cloud.

Procedure

  1. Click Configuration.

  2. In the Subsystems And Integrations section, click Collaboration.

    The Collaboration screen appears.

  3. Click the + icon.

    The New group screen appears.

  4. Fill up the following fields:

    Field Description
    Name Name of the group or help desk you are creating.
    Type Type of group you are creating—options are group and help desk.
    Active Specifies whether the group or help desk is active.
    Description A description for the group or help desk.

  5. If applicable, click the pencil icon in the Groups to collaborate with section to select the groups that the newly created group can collaborate with.

    The Select Groups window appears.

  6. Select the required groups and click OK.

  7. If applicable, click the pencil icon in the Assisting Helpdesks section to select the help desks the newly created group can be assisted by.

  8. Select the help desks and click OK.

  9. Click Save.

Edit or delete a group or help desk

Oracle Field Service Cloud Collaboration enables communication between the application users and lets you organize help desk activities. You can use the chat window of Oracle Field Service Cloud Collaboration to access other data from the application, instead of using the Manage interface. For example, you can share details about a resource, activity, or inventory item or you can move activities and inventory. This procedure describes how to edit an existing group or help desk.

Procedure

  1. Click Configuration.

  2. In the Subsystems And Integrations section, click Collaboration.

    The Collaboration screen appears.

  3. Select an existing group or help desk.

  4. To delete, click Delete.

  5. If applicable, click the pencil icon in the Groups to collaborate with section to select the groups that the newly created group can collaborate with.

    The Select Groups window appears.

  6. Select the required groups and click OK.

  7. If applicable, click the pencil icon in the Assisting Helpdesks section to select the help desks the newly created group can be assisted by.

  8. Select the help desks and click OK.

  9. Click Save.

Configure Display settings

The Display screen shows settings that affect the way the user interface appears to the end user. While you may retain the default settings for most of these settings, you can change a few settings during implementation based on your business needs.

Access to the Display window is controlled by the Display visibility profile permission. You must set this permission for each user type that you want to manage Business Rules. If the action is not configured for the user type or if no visibility is defined, Activity Types will not be visible to the user. If you select ReadOnly, Display is placed into a view only mode. If you select Read/Write for this setting, the user can manage Display

Procedure

  1. Click Configuration.

  2. In the Displays section, click Display.

    The Display screen appears.

  3. Complete the following fields:

    Field Description
    General
    First day of the week The week that the working week begins.
    Time input The way time is entered in the application-whether it is chosen from a drop-down with fixed increments or is entered manually.
    Allow application to be launched inside iframe Lets you launch Core Manage Cloud Service in an iFrame.
    Company time zones
    Time zones The globally available times zones. Use the Edit icon to add the required timezones.
    Company language
    Languages The globally available languages. Use the Edit icon to add the required languages.
    Login screen language The language used on the login screen when accessing the application.
    Mobile settings
    Number of activities per page The number of activities or resources to appear on one page on the mobile device. Default value is 5.
    Number of inventory per page The number of equipment records to appear on one page on the mobile device. Default value is 10.
    Number of days to view on the Calendar screen The number of days to appear on the mobile device at a time. Default value is 14.
    Idle time minimum The threshold under which idle time is not displayed on the Time View for Mobility.
    Quota settings
    Major Capacity Usage On the Quota grid, quota and minutes used display in brown once used = X% (major) of initial quota. Enter the percent of quota that indicates major capacity usage.

    Expected duration comprises [……] % of quota.

    Critical Capacity Usage On the Quota grid, quota and minutes used display in bright red once used = X% (critical) of initial quota. Enter percent of quota that indicates critical capacity usage.

    Expected duration comprises [……] % of quota.

    Enable Plan column that shows data set in Forecasting Whether a plan created in forecasting is available in the quota management screen.
    Alert settings
    Activity has not been started x minutes before the end of Service Window The activity turns red and a Resource Tree warning appears based on the value set in this field. Enter the number of minutes preferred.
    Activity has not been completed x minutes before the end of SLA Window The activity turns red and a Resource Tree warning appears based on the value set in this field. Enter the number of minutes preferred.
    Route has not been started x minutes after the start time of resource work day A warning appears on the resource’s record within the Resource Tree. Enter the number of minutes.
    Activity has not been started x minutes after ETA A warning appears on the resource’s record within the Resource Tree. Enter the number of minutes.
    Activity list settings
    Travel time representation The color for travel time, if a visual of travel time is desired on the Time and List views.
    Resource tree visualization
    Show assistants Shows assistants on the Resource Tree.
    Show teams Shows teams on the Resource Tree.
    Show activity/teamwork counters Shows the count of activities or teamwork on the Resource Tree.
    Map
    Fade resources Whether a resource becomes transparent after geolocation data update.
    Fade resource time The number of minutes after geolocation data update after which a resource’s time becomes transparent.
    Hide resource time The number of minutes after geolocation data update after which a resource’s time is hidden.
    Activity history
    Monitored activity fields The list of activity fields to be monitored. If one of these fields (or properties) is changed, a record is inserted into a corresponding history table. Use the Edit icon to add the required activity fields.
    Monitored inventory fields The list of inventory fields to be monitored. If one of these fields (or properties) is changed, a record is inserted into a corresponding history table. Use the Edit icon to add the required inventory fields.
    History user type The user type to be used to build the identifiers of objects (activities, inventory, and service requests) that are to be logged into the history.

  4. Click Save.

    The settings are saved.

Set up company language

Manage the language setting specific to your company requirements.

The application supports 22 languages to be set up as your preferred language.
Note: A few terms (such as words used in report headers) may not get translated to the language selected as the company's preferred language.

Procedure

  1. Click Configuration > Display

    The Display page opens.

  2. Under Company Language, select the appropriate languages from the available list and move them to the selected list.

  3. Select the Login Screen Language from the drop-down list.

  4. Click Save.

    The selected language is set.

    Note:  The following languages are supported:
    • English

    • Chinese (Simplified)

    • Chinese (Taiwan/Mandarin)

    • Czech

    • Danish

    • Dutch

    • Finnish

    • French (European)

    • German

    • Greek

    • Hindi

    • Hungarian

    • Italian

    • Japanese

    • Korean

    • Polish

    • Portuguese (Brazil)

    • Romanian

    • Russian

    • Spanish

    • Swedish

    • Turkish

Create a filter

Filters have two primary uses—first, filters narrow down lists of activities or resources within the workspace area based on defined fields and values. These filters are used within the Time, List and Map views. This provides an ad hoc reporting capability. Second, filters within routing plans predefine the information that determines how routing will distribute activities across available resources. These filters are commonly set up to differentiate the cost or value of assigning certain jobs to certain resources, as well as determining the priority of certain types of activities.

Access to the Filters window is controlled by the Filters visibility profile permission. You must set this permission for each user type that you want to manage Filters. If the action is not configured for the user type or if no visibility is defined, Activity Types will not be visible to the user. If you select ReadOnly, Filters is placed into a view only mode. If you select Read/Write for this setting, the user can manage Filters.

Procedure

  1. Click Configuration.

  2. In the Displays section, click Filters.

    The filters listing appears.

  3. Click Add New.

    The Add filter window appears.

  4. Complete the following fields:

    Field Description
    Filter The filter name that the users see.
    Language The language in which the filter is displayed.
    Applicable for The entity type (activity or resource) that the filter pertains to. The entity determines the table fields that can be selected when applying the filter conditions.
    List/Time/Map/Daily The views within which the filter is available.
    Routing Whether the filter is used within routing plans.
    Restriction of Visible Activities Whether you want to restrict filter activities from appearing if resource routes have not been activated or a working day has not yet begun. This configuration is related to the User Type. Once the filter is configured, apply the filter as a visibility restriction filter for user type.
    User Types The user types that the filter is available for. This field is displayed if you select the List/Time/Map/Daily check box. Use the arrow buttons to move the user types between the Available and Selected columns.

  5. Click Add.

    The filter is saved.

You must add conditions for the filter. If no conditions are added, the filter does not work.

Add a filter condition

Use conditions to define the activity you are searching for.

Procedure

  1. Click Configuration, Filters.

    The Filters screen is displayed.

  2. Locate the filter you want to add a condition to.

  3. Click Conditions in the Actions column.

  4. Click Add New at the top of the screen.

    The Add filter condition dialog appears.

  5. Complete the following fields:

    Field name Action
    Field Choose one or more activity or resource-based criteria on which to base the filter.
    Dynamic Select the box if you want the user to type a value for the field that the condition is for.
    Conditions Select one or more options to represent how the field selected above relates to the Value entry.
    Value These are the options that can be associated with the Field chosen for this condition. If multiple values are applicable for this condition to be met, then add them to the Selected column. From the list of available values, click to select and then click the >> button. The selected item moves to the Selected column.

  6. Click Add.

  7. Navigate to the Work Area and verify that the filter is listed in the View drop-down menu.

  8. Test the filter to ensure that it meets your requirements.

Delete a filter condition

When a filter condition is no longer needed, you can remove it from the application.

Procedure

  1. Click Configuration. Click Filters from the Displays section.

  2. Find the filter that has the condition you want to delete from and click the Conditions link.

  3. Select the check boxes next to the condition that you want to delete.

  4. Click Delete above the list of conditions.

  5. Click OK.

Delete a filter

When you do not need a filter anymore, you can remove it from the application.

Procedure

  1. Click Configuration. Click Filters from the Displays section.

  2. Select the check boxes next to the filters that you want to delete.

  3. Above the list of filters, click Delete.

  4. Click OK.

About Glossary

Use the Glossary to configure the default names of UI elements to your business needs. For example, instead of the default term for the Activity Status, Completed, you can use the glossary to configure the term to display as Done.

You can configure the description of a UI element, only if the UI element corresponds to a glossary item in the Oracle Field Service Cloud glossary.

The changes made to glossary references are global, that is, the change is consistent for all users. However, the same glossary entry might belong to different categories or sub categories. For example, the glossary entry, Not Done belongs to the categories, Activity Status, Activity History Operation, Notification Trigger Name, and Action Link. If you modify the glossary entry, Not Done that belongs to the category, Activity Status, then the change does not affect other categories.
Note: The glossary entries for the Screen Configuration (Manage, Collaboration, Mobility, and Plugin) categories are configured for the selected user types.

The Glossary Visibility Profile permission that controls the access to the Glossary window for a User Type is set using the Company Configuration context in the Screen Configuration, Manage section. Only User Types that have Read/Write access can modify the glossary.

The following columns display on the Glossary page:
  • Category: Displays the category and the sub category, if available, in the format, <Category:Subcategory>. For example, Activity: First Manual Operation.

  • Label/ID: The label/ID of the glossary entry displays. If label is not available, the ID displays. You cannot change labels in the glossary.

  • Columns for each language: The selected languages are displayed. See Manage languages using the Languages button.

You can click on the text highlighted in red on any of the Language column to view the number of missing glossary entries.

When you update one of the missing glossary entries, the red highlight on the text box disappears and the count in the Language column is updated. If no entries are missing, the warning text on the column header disappears.

Click the Search icon in the search field to list the glossary entries. You can select a specific category from the drop-down list next to the search box and enter a term in the Search field to search for the required glossary entries.

By default, the original text for all glossary entries is displayed. When you modify the original text of a glossary entry and click Save, the modified text is overwritten. However, the original text is still visible, when you hover the mouse over the modified text.

Modify a Glossary Entry using Placeholders and Glossary Editor

Oracle Field Service Cloud glossary items have a unique identifier referred to as placeholder IDs. The Placeholder ID that displays next to an UI element lets you identify the correct glossary item that you want to edit in the Configuration, Glossary page. For example, assume that you want to use the term, Show instead of the default term, View.

You can also modify the description of an UI element using an in-context editor so that you need not access the Configuration, Glossary page. This example explains how to modify the description of an UI element, View using placeholders and in-context editor.

Procedure

  1. Select your user name (for example, Admin) at the top right corner.

  2. To modify the description of each UI element using placeholders:

    1. Select My Display.

    2. Select the Show Placeholder ID check box.

    3. Click OK and refresh the page. Each UI element that corresponds to an Oracle Field Service Cloud glossary item in the application displays an ID next to them.

    4. Select Dispatch,Activities.

    5. Make a note of the placeholder ID (for example, 8047) for the UI element, View.

    6. Click Configuration.

    7. Click Displays, Glossary.

    8. Enter the Placeholder ID in the search field and click the Search icon. The glossary entry displays.

    9. Select English as the language and enter the term, Show in the field.

    10. Click Save. The glossary entry is modified and you can view the original text, View when you hover the mouse over the modified term, Show.

  3. To modify the description of each UI element using the in-context editor:

    1. Repeat steps 1 to 2.c from the above procedure.

    2. Select your user name (for example, Admin) and select Glossary Editor is Off. The in-context glossary editor is turned on.

    3. Select Dispatch, Activities.

    4. Select View. An on-screen glossary editor displays.

    5. Enter the term, View in the English field.

    6. Click Save.

    7. Deselect Glossary Editor is Off and the Show Placeholder ID check box from the My Display screen.

    8. Refresh the page. The modified description displays.

Export and Import Glossary Items

You can export the glossary entries to a .csv file to achieve the following goals:
  • Translate a list of glossary entries to one of the selected languages that is set using the Languages button.

  • Modify a list of glossary entries.

    Note: It is recommended that updates are made using a text editor. Do not use Microsoft Excel, as it converts the .csv file from a comma-delimited file with quote qualifiers to a comma-delimited file without quote qualifiers.

Therefore, you can simultaneously update a list of glossary entries and import the updated list into the application. This example explains how to export a list of glossary entries related to the Category, Activity Hint and import the modified entries into the application.

Procedure

  1. Click Configuration.

  2. Click Displays, Glossary.

  3. Select Activity Hint as the Category from the drop-down list. The entries related to Activity Hint display.

  4. Click Export. The Export dialog displays and by default, the languages that display on the Glossary page are selected. You can also export the entries to any of the deselected languages. To add a language, see Manage languages using the Languages button.

  5. Select the Filtered option to only export the entries related to the Category, Activity Hint.

    Note: Select the All option to export all the glossary entries.

  6. Click Export.

  7. Save the file in the .csv format, for example, test.csv.

  8. Open test.csv, modify the required entries in the English (en-US) and Spanish (es-ES) columns, and save the file.

  9. Click Import on the Glossary page, select test.csv, and click Import.

  10. Click Save. The modified entries display in the English and Spanish columns.

Manage languages using the Languages button

The Languages button enables you to select the active languages (that is, the languages that you want to display) on the Glossary page without accessing the Display, Company Language setting.

Based on your selections, the Language columns (drop-downs that let you toggle among the selected languages) are updated. This example shows how to add a language, Hindi to the existing language column.
Note:  You can only view two columns on the Glossary page.

Procedure

  1. Select Languages from the Glossary page.

  2. Click the Plus icon.

  3. Select Hindi and click Add. The selected language displays in the Languages list.

  4. Click OK.

The selected language, Hindi displays as an option in both the Language columns.

Edit Property Descriptions for Multiple User Types

You can edit the description for properties for each user type and for each screen separately using the following categories:
  • Screen Configuration – Manage

  • Screen Configuration - Mobility

  • Screen Configuration - Collaboration and Identifiers

  • Screen Configuration - Plugin API

Each category has a sub category that is associated with the respective screen within Screen configuration.

For example, the sub category, Activity fields for export that belongs to the category, Screen Configuration – Manage is associated with the Activity fields for Export screen that belongs to the Screen Configuration – Manage within the Configuration, User Types page.
Note: If you share a screen configuration across multiple user types, then the properties of that screen configuration are also shared, and, therefore, any change to the description of a property of that screen configuration, affects all user types.
For example, if you share the screen configuration that belongs to the user type, Administrator using the Copy or share screen configuration, Use Screen configuration of option across user types, Technician and Field Engineer, even the properties of the screen configuration that belongs to the user type, Administrator are also shared.

Assume that the Activity fields for Export screen that belongs to the user type, Administrator has the property, Work Order and the screen is shared across multiple user types, Technician and Field Engineer.

When you edit the glossary entry for the Work Order property, the changes are also applied for the user types, Technician and Field Engineer.

By default, the Glossary page displays all properties for each screen within Screen configuration.

If there are custom names for any of the user types, then the original and custom names for the property are displayed in a comma-separated format for each language.

This example shows how to add a custom name, Job Code to the user type, Technician for the Work Order property in the Activity fields for export screen that belongs to the category, Screen Configuration – Manage.

Procedure

  1. Click Displays, Glossary.

  2. Select Screen Configuration – Manage from the drop-down list and click the Search icon. The properties related to Screen Configuration – Manage display.

  3. Click the Edit icon in the language column that is displayed for the Work Order property for the Screen Configuration - Manage: Activity fields for export category. The property label, appt_number and the original name, Work Order display.

  4. Click the Plus icon and select the user type, Technician.

    Note: The Edit Custom Names for User Types screen and the Plus icon displays when there are custom names for user types. If there are no custom names for user types, then the Add screen displays when you click the Edit icon.

  5. Click Add.

  6. Enter the custom name, Job Code in the field.

  7. Click OK.

The custom name, Job code displays along with the original name, Work Order in a comma-separated format for each language.

Holidays

There may be certain holidays when it would not be appropriate to send messages to customers. Use the Holidays section within Notifications to set up the dates where certain outgoing messages will be blocked.

Access to the Holidays window is controlled by the Notifications visibility profile permission. You must set this permission for each user type that you want to manage holidays. If the action is not configured for the user type or if no visibility is defined, Holidays will not be visible to the user. If you select ReadOnly, Holidays is placed into a view only mode. If you select Read/Write for this setting, the user can manage Holidays

Add a holiday

There may be certain holidays on which it would not be appropriate to send messages to customers. Use the Holidays section of the Company Settings to set up the dates where certain outgoing messages will be blocked.

Procedure

  1. Click Configuration.

  2. In the Subsystems and Integrations section, click Notifications.

  3. Click Holidays.

    The Holidays screen appears.

  4. Click Add new.

    The Add holiday window opens.

  5. Enter the name of the holiday in the Add holiday box.

  6. Select the status from the Status drop-down menu.

  7. Select the date on which the holiday falls.

  8. Click Add.

    The holiday appears in the list.

Delete, activate, or deactivate a holiday

There may be certain holidays on which it would not be appropriate to send messages to customers. Use the Holidays section of the Company Settings to set up the dates where certain outgoing messages will be blocked.

Procedure

  1. Click Configuration.

  2. In the Subsystems and Integrations section, click Notifications.

  3. Click Holidays.

    The Holidays screen appears.

  4. Select the check box next to holiday that you want to delete or deactivate.

  5. Click Delete, Activate, or Deactivate.

  6. Click OK.

    The updated holiday list is displayed. Deactivated holidays are not included for selection.

Inventory Types

Inventory Type helps you distinguish between serialized and non-serialized inventory.

Access to the Inventory Type window is controlled by the Inventory Types visibility profile permission. You must set this permission for each user type that you want to manage Inventory Types. If the action is not configured for the user type or if no visibility is defined, Inventory Types will not be visible to the user. If you select ReadOnly, Inventory Types is placed into a view only mode. If you select Read/Write for this setting, the user can manage Inventory Types.

Add an inventory type

You can create serialized inventory and non-serialized inventory types.

Procedure

  1. Click Configuration.

  2. In the Resources, Activities and Inventories section, click Inventory Types.

  3. Click Add new.

    The Add inventory type dialog appears.

  4. Complete the following fields:

    Field Description
    Label Enter a unique identifier for this inventory type.
    Active Select this check box to make the inventory type available in drop-down menus.
    Non Serialized Select this check box if the inventory type is non-serialized.
    Supports required inventory Select this check box to make the inventory type required for selected activities.
    Model Property If desired, select additional characteristics for this inventory type from the drop-down list.
    Name Enter a name for this inventory type in each appropriate language field.
    Unit of measurement If this inventory type is non-serialized, enter a unit of measure. Use a language and a unit of measure appropriate for the country in which this inventory type will be used.

  5. Click Save.

Activate or deactivate an inventory type

Inventory Type helps you distinguish between serialized and non-serialized inventory.

Procedure

  1. Click Configuration.

  2. Select Inventory Types from the Resources, Activities and Inventories section of the menu.

  3. Select the check box next to inventory type(s) that you want to activate or deactivate.

  4. Click Activate or Deactivate.

  5. Click OK.

Link templates

Link Templates are link profiles containing link type, time between activities constraints, scheduling constraints, and assignment constraints. Links between the activities are created with the help of Link Templates.

Linked activities ensure scheduling and detailed planning for complicated, multi-step tasks, which may potentially involve different resource types, different times, and time constraints. Configuring all these link constraints in a multi-step task allows our routing engine to assign and schedule activities while meeting all of the requirements.

The Link Templates screen includes the list of link types that exist in the system. You can edit existing links and add new ones. Note that existing activity link types cannot be removed from the system but can only be deactivated.

Access to the Link Templates window is controlled by the Link Templates visibility profile permission. You must set this permission for each user type that you want to manage Link Templates. If the action is not configured for the user type or if no visibility is defined, Link Templates will not be visible to the user. If you select ReadOnly, Link Templates is placed into a view only mode. If you select Read/Write for this setting, the user can manage Link Templates

Add a Link template

Link Templates are link profiles containing link type, time between activities constraints, scheduling constraints, and assignment constraints. Links between the activities are created with the help of Link Templates.

Procedure

  1. Click Configuration.

  2. In the General section, click Link Templates.

  3. Click Add Link Template.

    The New Link Template dialog is displayed.

  4. Select the appropriate icon that represents the way in which you want to link activities.

    The fields below the icons change based on your selection.

  5. Complete the following fields:

    Field Description
    Minimum interval Minimum time interval between activities. Select one of the options:
    • Adjustable: The time interval is adjustable with the specified default value.

    • Non-adjustable: The time interval is non-adjustable with the specified predefined value.

    Maximum interval Maximum time interval between activities. Select one of the options:
    • Adjustable: The time interval is adjustable with the specified default value.

    • Non-adjustable: The time interval is non-adjustable with the specified predefined value.

    • Unlimited: The time interval is unlimited, with no restrictions.

    Assignment constraints Whether there are any constraints in assigning the activities to resources. Click Different resources if the linked activities can be performed by different resources. Click Same resource if the linked activities must be performed by the same resource.
    Scheduling constraints Whether there are any constraints in scheduling the activities. Click Different days if the linked activities can be performed on different days. Click Same day if the linked activities must be performed on the same day.
    Link for the 1st activity Specifies translations for the first activity. English is set as a default language, unless other languages are specified. You must also specify the label for this link which will be used by external systems.
    Link for the 2nd activity Specifies translations for the second activity. English is set as a default language, unless other languages are specified. You must also specify the label for this link which will be used by external systems.
    Label A unique identifier for this Link template.
    Status Whether this activity link type is available for selection as an option in the Add link pop-up window.

Login policies

Login Policies determine the authentication method and options for users to access the application.

There are five types of authentication methods:
  • Internal - The internal authentication method (BasicHTTP) is a good solution for small companies with relatively few user credentials, which can be stored directly in the application database.

  • LDAP – The LDAP (Lightweight Directory Access Protocol) authentication method is similar to the internal method, the only difference being that the users' credentials are stored outside Oracle Field Service Cloud in an external LDAP server. This method can be used by companies which prefer to store their user data in an external server to increase security. When LDAP authentication is used, the user enters their credentials into Oracle Field Service Cloud which then passes them to the LDAP server for verification. To enable LDAP authentication, a software that supports LDAP v3 must be installed and configured on the customer's back-end server. Examples of such software are: Active Directory, OpenLDAP.

  • SAML – The SAML (Security Assertion Mark-Up Language) authentication method is an SSO method involving authentication data exchange between the user, the service provider (SP) and the identity provider (IdP). The user wishing to access the services of the service provider has to pass the authentication by the identity provider which asserts the user's identity to the service provider. The user's data is stored with the identity provider and is verified by the user's credentials. If the user authentication is successful, the service provider verifies the user's login policy and grants access to the application. One user can be associated with only one login policy and, therefore, its data can be stored with only one identity provider. The application supports SAML 2.0 protocol, therefore, you can use any SAML 2.0 identity provider. The identity provider details must be used in configuring the SAML Login Policy.

    IDCS for Web SSO: You can use Oracle Identity Cloud Service (IDCS) as an identity provider for web SSO. This option helps customers store user credentials in a different store instead of Oracle Field Service Cloud. This option is part of the SAML authentication option, and you can upload the metadata as an XML file.

  • OpenID Connect - With the OpenID Connect authentication method the user uses their account created with an OpenID Connect Identity Provider to login to any website supporting OpenID Connect authentication. The user registers their OpenID Connect URL with the OpenID Provider which becomes the user's identifier. OpenID Connect can be a method of choice for companies preferring cloud data storage and using the same credentials to access multiple websites.

Generally, the authentication method used depends on the company's business principles and requirements. In most cases, a company uses one authentication method, although, use of several authentication methods within the same company is technically possible.

Add a login policy

Login policies determine the authentication method and options for users to access Oracle Field Service Cloud. The application includes a default login policy, however, you can add multiple policies with multiple authentication methods.

Procedure

  1. Click Company name > Configuration

    The Add Policy dialog appears.

  2. In the Users and Security section, click Login Policies.

  3. Click Add new.

    The Add Policy dialog appears.

  4. Complete the following fields:

    Field Description
    Label A unique identifier label.
    Policy name A name assigned to this policy.
    Language The language used on the login screen.
    Authenticate using The type of authentication method used for this login policy.
    The following fields are displayed for Internal authentication method:
    Max login attempts The number of invalid login attempts after which the user is blocked. When this field is set to 0 (zero), the feature is disabled. However, disabling this feature is not recommended for security reasons.
    Login block timer The number of minutes during which the user remains blocked after reaching the maximum number of invalid login attempts.
    Force password change after Number of days after which the user must change their password to access the application. When this field is set to 0 (zero), the feature is disabled.
    Note: If the customer's LDAP server allows setting the period of forced password change, it is recommended that the period set in the application is shorter than the one set on the LDAP server. This way, the password changes initiated by the application occur earlier than those initiated by the LDAP server which ensures correct and reliable performance.
    User activity relogin time The duration of the idle time after which the user is prompted to re-enter the password upon an attempt of any action in the application.
    Relogin timeout The period after which the user is prompted to re-enter the password regardless of whether the user was active or not.
    Max sessions The maximum number of simultaneous sessions allowed to the user.
    Min password length The minimum number of characters in the password.
    Password must contain letters Whether the password must contain alphabets.
    Password must contain digits Whether the password must contain numbers.
    Password must contain special symbols Whether the password must contain special characters and symbols.
    Password must not contain personal details Whether the password must not contain personal details such as the user’s first name or last name.
    Password must differ from old password Whether the password must be different from a previous password.
    Disable weak password hash When selected, authentication based on SHA-256 hash function is used. When cleared, authentication based on MD5 is used.
    Note: It is recommended that you clear this check box and use SHA-256 based authentication.
    Allow access only for certain IP addresses Whether you want to restrict access to specific IP addresses. By default, a login policy is created without any restrictions to the IP addresses from which the user may log in. Select the check box to enable the restriction. When this check box selected, the Allowed IP address list field appears, where you can enter the IP addresses that can access the application.
    The following fields are displayed for the LDAP authentication method, along with the fields listed earlier:
    LDAP server URL The actual host name or IP address of the LDAP server.
    LDAP DN pattern If the LDAP server is MS Active Directory check box is selected, this field contains the part of the UPN (User Principal Name) common among the users. In this case the LDAP DN pattern must always contain the UPN pattern. UPN (User Principal Name) is a string of characters used to represent a resource available in Active Directory. It should be used when communicating with MS Active Directory servers. An example of this field value is %s@test.corp, where %s is a special placeholder to be substituted with the user's login. If the LDAP server is MS Active Directory check box is not selected, this field contains the common path to the LDAP tree for the users, their DN pattern. DN (Distinguished Name) is a string of characters used to represent a resource available in the LDAP directory. An example of this field value is cn=%s,dc=example,dc=com, where %s is a special placeholder to be substituted with the user's login in the application.
    LDAP server is MS Active Directory Whether the LDAP server is a MS Active Directory.
    The following fields are displayed for the SAML authentication method:
    Specify SAML IdP The way in which you want to select the SAML identity provider. The options are:
    • Upload metadata XML

    • Specify metadata URL

    • Oracle IDCS

    • Manual populate

    IdP Metadata XML This field is displayed if you select Upload metadata XML in the Specify SAML IdP field. Click Upload to upload the XML file that contains the metadata details for the identity provider. If the uploaded file is incomplete, or does not contain the details in the proper format, the message, Cannot download metadata from the specified XML: XML parser error is displayed. Contact your Identity Service Provider to get this metadata XML. Ensure that the XML includes or conforms to the following information:
    • Metadata XML must be in accordance with SAML 2.0 specifications.

    • The file contains "SAML Issuer" (parameter "entityID" of the node "EntityDescriptor").

    • The file provides identity provider certificate (nodes "md:EntityDescriptor/md:IDPSSODescriptor/KeyDescriptor/KeyInfo/X509Data/X509Certificate/").

    IdP Metadata URL This field is displayed if you select Specify metadata URL in the Specify SAML IdP field. Type the URL from which you want to take the SAML metadata details for the identity provider. If the URL is unresolved, the message, Cannot download metadata from the specified URL: no route to host is displayed.
    IDCS Metadata XML This field is displayed if you select Oracle IDCS in the Specify SAML IdP field. Click Upload to upload the XML file that contains the metadata details for Oracle IDCS. Contact your implementation consultant for more details on Oracle IDCS.
    OFSC Metadata XML The link to download the OFSC metadata XML. You must pair your identity provider with Oracle Field Service Cloud. Use the downloaded XML file to register Oracle Field Service Cloud with your identity provider.
    Max sessions The maximum number of simultaneous sessions allowed to the user.
    SAML issuer Used to identify asserts from Identity provider (IdP). It can be any string provided by IdP, not only URL. It is used for IdP and Service provider (SP) initiated connections.
    SAML identity provider certificate IdP public key used to sign requests.
    SAML identity provider login URL IdP URL to redirect to for login. It is needed only for SP initiated logins.
    SAML identity provider logout URL IdP URL to redirect to for logout. It is needed only for SP initiated logins.
    SAML attribute containing username The SAML assertion attribute name where IdP must store the user name (login name for Oracle Field Service Cloud). Example:
    [saml:Attribute Name="uid" NameFormat="urn:oasis:names:tc:SAML:2.0:attrnameformat:
    basic"]
    [saml:AttributeValue xsi:type="xs:string"]dispatcher[/saml:AttributeValue]
    [/saml:Attribute]
    
    If it is empty then Oracle Field Service Cloud gets the user name from the Name Identifier element of Subject statement. Example:
    [saml:Subject]
    [saml:NameID
    SPNameQualifier="https://sp.com/sp/module.php/ saml/sp/metadata.php/ default-sp"
    Format="urn:oasis:names:tc:SAML:2.0:nameidformat:
    persistent"]dispatcher[/saml:NameID]
    [/saml:Subject]
    The following fields are displayed for the OpenID authentication method:
    Max sessions The maximum number of simultaneous sessions allowed to the user.
    OpenId identity provider login URL The Identity Provider URL to start authentication.
    OpenId logout URL URL to which the user is redirected after logout. It may be the URL for logout from the Identity Provider.
    OpenId attribute containing username The name of the OpenId attribute where the Identity Provider should store the user's name (login name for Oracle Field Service Cloud). Example:

    http://axschema.org/contact/email (This attribute returns the user's email). The attribute must have a unique value for each user.

    The following fields are displayed for the Open ID Connect authentication method:
    Max sessions The maximum number of simultaneous sessions allowed to the user.
    OpenId Connect identity provider login URL The Identity Provider URL to start authentication.
    OpenId Connect logout URL URL to which the user is redirected after logout. It may be the URL for logout from the Identity Provider.
    OpenId Connect attribute containing username The name of the OpenId attribute where the Identity Provider should store the user's name (login name for Oracle Field Service Cloud). Example:

    http://axschema.org/contact/email (This attribute returns the user's email). The attribute must have a unique value for each user.

    OpenId Connect client ID The value of the field containing data from registered project (e.g. Client ID).
    OpenId Connect client secert The value of the field containing data from registered project (e.g. Client Secret).

Sample metadata XML file

Sample metadata XML file for SAML identity provider:
<?xml version="1.0"?>
<md:EntityDescriptor xmlns:md="urn:oasis:names:tc:SAML:2.0:metadata" xmlns:ds="http://www.w3.org/2000/09/xmldsig#" entityID="https://idp-saml.ua3.int/simplesaml/saml2/idp/metadata.php">
  <md:IDPSSODescriptor protocolSupportEnumeration="urn:oasis:names:tc:SAML:2.0:protocol">
    <md:KeyDescriptor use="signing">
      <ds:KeyInfo xmlns:ds="http://www.w3.org/2000/09/xmldsig#">
        <ds:X509Data>
          <ds:X509Certificate>MIID7TCCAtWgAwIBAgIJANn3qP9lF7M3MA0GCSqGSIb3DQEBCwUAMIGMMQswCQYDVQQGEwJVQTEXMBUGA1UE
		  CAwOS2hhcmtpdiBSZWdpb24xEDAOBgNVBAcMB0toYXJrb3YxDzANBgNVBAoMBk9yYWNsZTEYMBYGA1UEAwwPc3RzeWJvdi12bTEudWEzMScw
		  JQYJKoZIhvcNAQkBFhhzZXJnaWkudHN5Ym92QG9yYWNsZS5jb20wHhcNMTUxMjI1MTIyMjU5WhcNMjUxMjI0MTIyMjU5WjCBjDELMAkGA1UE
		  BhMCVUExFzAVBgNVBAgMDktoYXJraXYgUmVnaW9uMRAwDgYDVQQHDAdLaGFya292MQ8wDQYDVQQKDAZPcmFjbGUxGDAWBgNVBAMMD3N0c3lib
		  3Ytdm0xLnVhMzEnMCUGCSqGSIb3DQEJARYYc2VyZ2lpLnRzeWJvdkBvcmFjbGUuY29tMIIBIjANBgkqhkiG9w0BAQEFAAOCAQ8AMIIBCgKCA
		  QEAw4OFwuUNjn6xxb/OuAnmQA6mCWPY2hKMoOz0cAajUHjNZZMwGnuEeUyPtEcULfz2MYo1yKQLxVj3pY0HTIQAzpY8o+xCqJFQmdMiakb
		  PFHlh4z/qqiS5jHng6JCeUpCIxeiTG9JXVwF1ErBEZbwZYjVxa6S+0grVkS3YxuH4uTyqxskuGnHK/AviTHLBrLfSrbFKYuQUrXyy6X22wpzo
		  bQ3Z+4bhEE8SXQtVbQdy7K0MKWYopNhX05SMTv7yMfUGp8EkGNyJ5Km8AuQt6ZCbVao6cHL2hSujQiN6aMjKbdzHeA1QEicppnnoG/Zefyi/
		  okWdlLAaLjcpYrjUSWQJZQIDAQABo1AwTjAdBgNVHQ4EFgQUIKa0zeXmAJsCuNhJjhU0o7KiQgYwHwYDVR0jBBgwFoAUIKa0zeXmAJsCuNhJj
		  hU0o7KiQgYwDAYDVR0TBAUwAwEB/zANBgkqhkiG9w0BAQsFAAOCAQEAJawU5WRXqkW4emm+djpJAxZ0076qPgEsaaog6ng4MLAlU7RmfIY/
		  l0VhXQegvhIBfG4OfduuzGaqd9y4IsQZFJ0yuotl96iEVcqg7hJ1LEY6UT6u6dZyGj1a9I6IlwJm/9CXFZHuVqGJkMfQZ4gaunE4c5gjbQA5/
		  +PEJwPorKn48w8bojymV8hriqzrmaP8eQNuZUJsJdnKENOE5/asGyj+R2YfP6bmlOX3q0ozLcyJbXeZ6IvDFdRiDH5wO4JqW/ujvdvC553y
		  CO3xxsorB4xCupuHu/c7vkzNpaKjYdmGRkqhEqBcCqYSxdwIFc1xhOwYPWKJzgn7pGQsT7yNJg==</ds:X509Certificate>
        </ds:X509Data>
      </ds:KeyInfo>
    </md:KeyDescriptor>
    <md:KeyDescriptor use="encryption">
      <ds:KeyInfo xmlns:ds="http://www.w3.org/2000/09/xmldsig#">
        <ds:X509Data>
          <ds:X509Certificate>MIID7TCCAtWgAwIBAgIJANn3qP9lF7M3MA0GCSqGSIb3DQEBCwUAMIGMMQswCQYDVQQGEwJVQTEXMBUGA1
		  UECAwOS2hhcmtpdiBSZWdpb24xEDAOBgNVBAcMB0toYXJrb3YxDzANBgNVBAoMBk9yYWNsZTEYMBYGA1UEAwwPc3RzeWJvdi12bTEud
		  WEzMScwJQYJKoZIhvcNAQkBFhhzZXJnaWkudHN5Ym92QG9yYWNsZS5jb20wHhcNMTUxMjI1MTIyMjU5WhcNMjUxMjI0MTIyMjU5WjCB
		  jDELMAkGA1UEBhMCVUExFzAVBgNVBAgMDktoYXJraXYgUmVnaW9uMRAwDgYDVQQHDAdLaGFya292MQ8wDQYDVQQKDAZPcmFjbGUxGDA
		  WBgNVBAMMD3N0c3lib3Ytdm0xLnVhMzEnMCUGCSqGSIb3DQEJARYYc2VyZ2lpLnRzeWJvdkBvcmFjbGUuY29tMIIBIjANBgkqhkiG9w0B
		  AQEFAAOCAQ8AMIIBCgKCAQEAw4OFwuUNjn6xxb/OuAnmQA6mCWPY2hKMoOz0cAajUHjNZZMwGnuEeUyPtEcULfz2MYo1yKQLxVj3pY0HT
		  IQAzpY8o+xCqJFQmdMiakbPFHlh4z/qqiS5jHng6JCeUpCIxeiTG9JXVwF1ErBEZbwZYjVxa6S+0grVkS3YxuH4uTyqxskuGnHK/
		  AviTHLBrLfSrbFKYuQUrXyy6X22wpzobQ3Z+4bhEE8SXQtVbQdy7K0MKWYopNhX05SMTv7yMfUGp8EkGNyJ5Km8AuQt6ZCbVao6cHL2h
		  SujQiN6aMjKbdzHeA1QEicppnnoG/Zefyi/okWdlLAaLjcpYrjUSWQJZQIDAQABo1AwTjAdBgNVHQ4EFgQUIKa0zeXmAJsCuNhJjhU0o
		  7KiQgYwHwYDVR0jBBgwFoAUIKa0zeXmAJsCuNhJjhU0o7KiQgYwDAYDVR0TBAUwAwEB/zANBgkqhkiG9w0BAQsFAAOCAQEAJawU5WRXq
		  kW4emm+djpJAxZ0076qPgEsaaog6ng4MLAlU7RmfIY/l0VhXQegvhIBfG4OfduuzGaqd9y4IsQZFJ0yuotl96iEVcqg7hJ1LEY6UT6u6d
		  ZyGj1a9I6IlwJm/9CXFZHuVqGJkMfQZ4gaunE4c5gjbQA5/+PEJwPorKn48w8bojymV8hriqzrmaP8eQNuZUJsJdnKENOE5/
		  asGyj+R2YfP6bmlOX3q0ozLcyJbXeZ6IvDFdRiDH5wO4JqW/ujvdvC553yCO3xxsorB4xCupuHu/c7vkzNpaKjYdmGRkqhEqBcCqYSxd
		  wIFc1xhOwYPWKJzgn7pGQsT7yNJg==</ds:X509Certificate>
        </ds:X509Data>
      </ds:KeyInfo>
    </md:KeyDescriptor>
    <md:SingleLogoutService Binding="urn:oasis:names:tc:SAML:2.0:bindings:HTTP-Redirect" Location="https://idp-saml.ua3.int/simplesaml/saml2/idp/SingleLogoutService.php"/>
    <md:NameIDFormat>urn:oasis:names:tc:SAML:2.0:nameid-format:transient</md:NameIDFormat>
    <md:SingleSignOnService Binding="urn:oasis:names:tc:SAML:2.0:bindings:HTTP-Redirect" Location="https://idp-saml.ua3.int/simplesaml/saml2/idp/SSOService.php"/>
  </md:IDPSSODescriptor>
  <md:ContactPerson contactType="technical">
    <md:SurName>Administrator</md:SurName>
    <md:EmailAddress>name@email.com</md:EmailAddress>
  </md:ContactPerson>
</md:EntityDescriptor>

About organizations

An organization is an entity comprising multiple people, tools, and vehicles that collectively operate as a unit toward a common goal. In other words, an organization is either a main company, a subdivision (Line of Business of an organization), or a third-party company that has a contract with the main company. An organization can have buckets, organization units, field resources, tools or vehicle associations.

An Organization can have buckets, organization units (Org Units), field resources, tools or vehicle associations. You must create an organization before adding any type of resource. There is one default organization and you can create additional organizations (in-house and contractor) to meet your operational needs. For example, if XYZ Inc., is the main organization, XYZ East Coast and XYZ West Coast could be subdivisions. The resources that are directly employed with the organization are known as in-house resources. The resources that are employed by a third-party company that subcontracts work are known as contractors. It is recommended that you create an organization for each contractor company. If the main organization cannot directly assign activities to contractor resources for legal reasons, it can assign activities to a bucket that contains contractors. Further, a field resource, tool or vehicle will automatically inherit the parent’s Organization, while a bucket or organization unit can be changed to any defined Organization in the system.

Manage Organizations

An Organization is either a main company, a subdivision (Line of Business of an Organization), or a third-party company that has a contract with the main company. An Organization can have buckets, Organization units, field resources, tools or vehicle associations. You can create, edit, or delete Organizations.

Procedure

  1. Click Configuration > Organization. The Organizations screen appears.

  2. Click Add New. The Add Organization dialog appears.

  3. Enter the name of the Organization in the Name field. Enter the names in the corresponding language fields for languages other than English.

  4. Enter a label for the Organization in the Label field. This label will be used as the Organization identifier in APIs.

  5. Select the type of Organization from the Type drop-down list. The Organization type can be in-house or contractor.

  6. Click OK. The Organization is added to the list of Organizations.

  7. To edit an Organization, click the Organization on the Organizations screen. The Edit Organization screen appears. Edit as required and click Submit.

  8. To delete an Organization, click Remove on the Organizations screen. You can remove only those Organizations that do not have field resources, tools, or vehicles assigned to them.

Message Scenarios

Create a Message Scenario

A message scenario is a set of rules that specify how to process a message to a system or customers when a Launch condition occurs. A launch condition is triggered by a predefined event in the system, for example, when a reminder notification should be sent to a customer 60 minutes prior to a resource’s estimated arrival time.

When you want to use Message Scenarios for time-based notifications (for example, notifications to customers) the recommendation is to use Reminders, Alerts, or Visit selections in the Launch Conditions. For other Launch Conditions (for example, Route, Activity, Inventory, and Service Requests) the recommendation is to use the Core API/Events REST API for integration with Oracle Field Service Cloud.

A Message Scenario consists of one or more scenario steps, which determine message content, recipients, delivery channels, and business rules. While each Message Scenario has at least one start step, you can configure multiple inner steps to execute different actions based on the results of the preceding steps. The intent is to ensure that the right people or systems are receiving expected notifications while considering all potential circumstances.

Note: Because the messages go to your customers, you must test them carefully and thoroughly to ensure that the launch conditions, scenarios, steps, and channels are set up correctly. For more information about Launch conditions warnings and notes, Scenario Steps elements, Channel errors, Supported variables within the body of the message, refer to Oracle Field Service Cloud Message Scenario Configuration Guide.

Let us create a message scenario, Route Not Activated.

Procedure

  1. Click Configuration.

  2. Click Message Scenarios in the Subsystems And Integrations section.

    The Message Scenarios screen displays.

  3. Click the Plus icon in the left pane.

    The Add Message Scenario screen displays.

  4. Enter Route Not Activated in the Name field.

  5. Select a date from the Active From field.

  6. Click OK.

    The Route Not Activated message scenario displays on the left pane.

Define the settings for a scenario step using the Settings tab

The Settings tab enables you to define the general settings for a message step which includes the following settings:

  • Step Info section: Define the type of the message step, intended recipient, and the delivery method.

  • Notification Time section: Define when to send the message (for example, day of event or for how many days) and the time interval when the messages are sent.

Field Description
Step Info section  
Name Enter the name of the step that displays in the Scenario steps section.
Type Select the type of step, Start or Inner. Start steps are the first steps that occur when a scenario is initiated. An inner step is run after a preceding step is completed.
Delivery Channel Select the message agent for delivering the message. Options: Email, Set Property, user-defined channel, Collaboration.
Note:  If you select collaboration as the delivery channel, see Use Collaboration as a Delivery Channel
Recipient The options available varies based on the selected delivery channel (Email, Set Property, user-defined channel, or Collaboration).

Select the intended recipient (Customer, Resource, Dispatcher, or use static address) of the message.

By default, the recipient address is fetched from the activity or resource fields for the options, Customer, Resource, or Dispatcher.

However, if you select Use static address, then you must enter a static recipient address in the format, notify@etadirect.com.
 
Note: The following drop-down lists display based on the selections made in the Recipient and Delivery Channel drop-down lists.
Customer Notification Time Select the time for notifying customers. For example, ETA, Service window, or Delivery window.
Reply Address Enter the e-mail address (for example, notify@etadirect.com) for sending notifications when you select Email as the Delivery channel and Customer, Dispatcher, or Resource as the Recipient.
Time Zone and Language Select the time zone and language for the email content when you select Email as the Delivery channel and use static address as the Recipient.
Static address Enter the email address or distribution group to which you want to send emails when you select Email as the Delivery channel and use static address as the Recipient.
Email address source Refers to the resource property that contains e-mail information when Dispatcher or Resource is selected as a recipient or refers to the user-defined property that contains e-mail information when Customer is selected as a recipient.
Notification time section
Sending time Select one of following options:
  • Day of event

  • Time of event

  • Day of route

For example, if you select Day of event, select +, and enter 2 in the Days field, then the messages are sent after two days from the Day of event.

from Select the starting time for the messages.

For example, if you select 8 AM from the drop-down list, then the messages are sent from 8 AM.

Available when either Day of event or Day of route is selected in the Sending time field.

Sending will time out in Specify the interval in hours and minutes. The messages are sent during the specified interval.
Number of Attempts On ‘failed’ status Indicates the maximum number of resend attempts. For example, if you enter 3 in the Interval field and 10 in the Minutes field, then the message is resent for 3 times after every 10 minutes.
Number of Attempts On ‘sent’ status

Available only for External Systems.

Indicates the maximum number of attempts to resend the notification status received.

For example, if you enter 3 in the Interval field and 10 in the Minutes field, then the notification status is resent for 3 times after every 10 minutes.

Sending delay Specify the time in minutes if you want some time to elapse after an event.

For example, for Post Appointment Survey messages, you want to ensure that the resource leaves the premises before the customer receives the survey.

Block messages for specific days Select the days for which you do not want to send messages.
Block messages for holidays Select the option, if you do not want to send messages during holidays. You must set up holidays using Configuration, Holidays.
Blocked messages sending Indicates the number of days before the holiday. For example, if you select 2, then the messages are stopped before two days.

For our example, enter the following details:

Procedure
  1. Click Add New in the Scenario steps section.

    The Add scenario step screen displays.

  2. Enter Start test in the Name field.

  3. Select Start from the Type drop-down list.

  4. Select Email from the Delivery Channel drop-down list.

  5. Select day of event and + from the Sending time drop-down list.

  6. Enter 2 in the days field.

  7. Enter 5 in the hours field and 30 in the minutes field in the Sending will time out in field.

  8. Select Service Window from the Customer notification time drop-down list.

  9. Click Add.

    The Start test message step displays in the Scenario steps section. The Scenario steps section also displays other details such as sending time, the number of messages that are being sent today, and a graph of the progress. The graph and the queue details are hidden if the screen size is not enough to display the details.

Define the message content using the Patterns tab

The Patterns tab defines the content of the message that you want to send to your customers or systems. You can use variables within the body of the message to substitute the property value within the content of the message.

Based on the delivery channel, the template for the message differs as follows:
  • If the selected Delivery Channel is Email or External System, then the template for the message is defined using the Subject and Body fields.

  • If the selected Delivery Channel is Set Property, then the template for the message is defined using the property field and property value.

For example, assume that Cancellation Reason property is associated with the entity, Activity. When a customer cancels an activity, you need to set the Cancellation Reason property field for the activity to the value, 14. Using the Set Property delivery channel, you can use the Cancellation Reason property in the Subject field and define the required value in the Body field. So when the step is run, the application changes the value in the Cancellation Reason property to 14.

Also, you can determine when you want to generate the content of the message using the Generate content on message creation or Generate content on message sending options. For example, assume that you want to send a Post Appointment Survey message to your customer and the Sending delay field in the Settings tab is set to 40 minutes. Assume that the content of the Post Appointment Survey message has three activity property fields.

Although the message is created when the message step is run, the property values may change after 40 minutes. Hence, select the Generate content on message sending option so that you receive the latest changes. For example, if you want to display the customer address in the content of the message, enter the label name of the property field using { }. For example, {caddress}.

Procedure
  1. Select the Start test message step from the Scenario steps section.

  2. Select the Patterns tab.

  3. Enter test start in the Subject field.

  4. Enter start test activity started at {caddress} in the Body field.

  5. Select Generate content on message sending option and click Update.

Handle conditions using the Next Steps tab

The Next Steps tab identifies the relation between different steps of a scenario and defines the conditions for the execution of subsequent steps.

For example, assume that the start step (that is, the start test activity) fails due to some reason and you want to inform a resource in the Helpdesk department that the activity has failed. To handle the above condition, you must create an inner step and define the message that you want to send to the Helpdesk department.
Note: By default, the Next Step drop-down list in the Start test, Next Steps tab is empty. Since the inner step handles a specific condition when the Start Step fails, it is required to create an inner step and link the Start step with the Inner step.
To create an inner step, follow the steps in the Define the settings for a scenario step using the Settings tab section, but modify the following settings:
  • Enter test inner in the Name field, select Inner, Resource, and Email from the Type, Recipient, and Delivery Channel drop-down lists.

  • Enter the email address of the Helpdesk department in the Reply address field.

  • Select the Patterns tab and enter the message that you want to send in the Subject and Body fields.

For our example, let us configure the Start step so that when the Start step fails, the inner step (that is, test inner) runs and sends the failure message to the Helpdesk department.

Procedure
  1. Select the Start test message step from the Scenario steps section.

  2. Select the Next Steps tab.

  3. Select Failed from the Status drop-down list.

  4. Select the check box and enter the required description.

  5. Select test inner from the Next Step drop-down list.

  6. Click Add.

    The configured condition displays in the list.

  7. Click Update.

    The test inner step is updated with the latest settings.

Block message steps using the Conditions tab

The Conditions tab enables you to define conditions to block the messages in a step. The application checks for any blocking conditions, and if the conditions are met, then the messages in the step are not processed.

Assume a scenario where you want to block the messages that are sent to the customer if the customer cancels an activity. To handle the above scenario, define a condition to verify whether the value in the Activity Status field is Cancelled as follows:
Procedure
  1. Select the Start test message step from the Scenario steps section.

  2. Select the Conditions tab.

  3. Select Activity Status from the Field drop-down list.

  4. Select In from the Condition drop-down list.

  5. Enter Cancelled in the Value field.

  6. Select Failed from the Result drop-down list.

  7. Enter activity is cancelled in the Description field.

  8. Select Check on message sending option.

  9. Click Add.

    The configured condition displays in the list. If an activity is cancelled, then the customer receives a notification that is configured in the Conditions tab, that is, “failed, activity is cancelled.”

Add launch conditions for message scenarios

Launch conditions are trigger events that invoke message scenarios and scenario steps to deliver configured messages to client systems.

Assume that you want to invoke the message scenario that you have created, that is, Route Not Activated when a resource’s route is not activated. Therefore, you need to add a launch condition to invoke the scenario as follows:
Procedure
  1. Click Configuration > Message Scenarios.

  2. Click Add New in the Launch Conditions section.

  3. Select Route is not Activated from the The scenario will be launched when drop-down list.

  4. Enter the number of minutes in the minutes after shift starts according to calendar field.

  5. Click OK.

    The launch condition displays in the Launch Conditions section of the Message Scenarios screen. For each launch condition of the scenario, the Launch Conditions section also displays the number of messages that are in the queue. If the number of messages is greater than 999, then the numbers are displayed as follows:
    • Range 1000-999999 - "k". For example, 1000 messages are displayed as "1k"; 10000 messages are displayed as "10k".

    • Range 1000000 and greater - "m". For example, 1000000 messages are displayed as "1m"; 123000000 messages are displayed as "123m"

    Note: When the user selects a message scenario in the routing plan as a Fallback option, a read-only launch condition, Routing fallback is automatically populated in the message scenario. When the user removes the message scenarios from all associated routing plans, the launch condition is removed from the message scenario. The launch condition has a count of routing plans to which it is associated. You can click the count of routing plans in the launch condition UI to view the routing plans.

Send notification messages using channels

Channels define a mechanism to communicate notification triggers to external systems. The Email agent is used for sending messages when the Email delivery channel is selected.

However, if you want to send messages to an external system (for example, client system), then you must define the details of the client system (such as Host, Port number, URL, Connection method, and so on) using the Delivery Channels screen. For example, let us create a delivery channel, external sys 1 as follows:
Procedure
  1. Click Channels.

    The Delivery Channels screen displays.

  2. Click the Plus icon on the left pane.

  3. Enter external sys 1 in the Name field.

  4. Enter agent.com in the Host field and 8080 in the Port number field.

    Note: Enter one of the following values (20, 21, 22, 25, 80, 290, 389, 443, 587, 873, 2401, 3668, 4011, 4142, 5308, 5666, 5900, 5901, 6666, 6460, 7800, 8080 8443, 14861 and 20106) in the Port field.

  5. Enter the URL Path of the server (optional).

  6. Enter the name and password of the user for authorization purpose.

  7. Select the Allow basic access authentication check box if you want to implement HTTP basic authentication while integrating with external systems. When you select the check box, the outbound methods (such as send_message, drop_message, get_message_status methods) send the standard HTTP header "Authorization" with base64-encoded user credentials (standard basic access authentication). Also, the <user> SOAP structure is sent in the body of the request. The client application can either use the standard HTTP header "Authorization" or the <user> SOAP structure to send user credentials in the request.

    Note: When the check box is not selected, the standard HTTP header is not used in the request and the client application can use the <user> SOAP structure for authentication. For more information, see the Integrating with Outbound API Guide.

  8. Select a connection from the Connection drop-down list to denote the encryption protocol type.

    Note: By default, Not Encrypted option is selected. If you select default encryption or any other encryption type, then complete the necessary fields in the Advanced Settings section.

  9. Click Add.

    The channel displays in the Delivery Channel drop-down list in the Add scenario step and Modify scenario step screens. The delivery channel, external sys 1 also displays on the left pane on the Delivery Channels screen. The channel details are displayed in:
    • Green if there are no warnings and the channel is active

    • Gray if there are no warnings and channel is inactive

    • Red if there are warnings, or count of message scenarios is greater than 0 and the channel is inactive

    Active and Inactive are also displayed on active and inactive channels respectively.

Use Collaboration as a Delivery Channel

You can use collaboration as a delivery channel to send alerts of different types of events or situations in Oracle Field Service Cloud to collaboration users (for example, technicians, help desk operators, and resources). Also, you can broadcast notifications or alerts to collaboration user groups or help desk groups on occurrence of an event or when a predefined condition is met in Oracle Field Service Cloud.

  • Subscribe to Collaboration to view the Collaboration option as a delivery channel in the message scenario. View the About screen in your instance to verify whether the service is enabled.

  • Create collaboration users, user groups, or help desk groups.
    Note: For more information on configuration settings, see the Configuring Collaboration section in the Oracle Field Service Collaboration Cloud Service Guide.

For example, assume that you want to notify the resource using collaboration as a delivery channel when a activity is created in Oracle Field Service Cloud. Assume that the message scenario, new appt is associated with the Activity is Created launch condition and has a scenario step, Collab Alert.

Procedure
  1. Log in to Oracle Field Service Cloud as a Administrator.

  2. Click Configuration, Message Scenarios.

  3. Select the Collab Alert scenario step.

  4. Select Collaboration from the Delivery Channel drop-down list in the Settings tab.

  5. Select one of the following options from the Recipient drop-down list:

    • Resource: Delivers message to the resource associated with the launch condition. By default, Oracle Field Service Cloud considers the language and time zone of the user associated with the resource.
      Note: If the collaboration permission is not configured for the resource, then the message scenario displays a False Method status in the Messages tab of the Activity Details screen for the scenario step.
    • use static address: Enables you to send the message to specific users, user groups, and helpdesks. Click Add New and search for the required users, user groups, and helpdesks. Select the required users, user groups, and helpdesks to add them to the Recipients section.
      Note: You must enter three letters in the Search field to search for the required users, user groups, and helpdesks.

  6. Enter the message content in the Subject and Body fields of the Patterns tab.

    Note: The default language of the company is configured from the My Display, Language drop-down list and is selected as the language for the message content. To add more languages, see Configure Display settings.

    For example, if English is configured as the default language and if the Subject and Body fields in the Patterns tab is populated is English, then regardless of the user’s language, the message is sent to the recipient in English.

    However, you can use the Pattern tab to specify another language for the message content. You can specify any one of the languages selected from the My Display setting as the language for the message content. For example, if English is configured as the default language and the Subject and Body fields in the Patterns tab is populated is Spanish, then the message is sent to the recipient user in Spanish.

    If the default language is not configured then English is considered as the default language of the recipient and the message is sent to the recipient in English.

  7. Configure the required fields and click Save. The details such as sending time and the selected delivery channel are updated for the Scenario step.

Assume that a new activity is assigned to the resource, Phillip. The message scenario is triggered and the Collab Alert scenario step is displayed with the New status in the Messages tab of the Activity Details screen.
When the message alert is sent to the resource, the status in the Messages tab of the Activity Details screen changes to Sent.
Note: If the scenario step is not configured properly or if the message alert is not sent to the resource, the status in the Messages tab of the Activity Details screen changes to Failed. However, if a message is invalidated because of an activity-related operation in Oracle Field Service Cloud (such as delete, move, suspend activity), the status in the Messages tab of the Activity Details screen changes to Obsolete.
To view the message alert, log in to Oracle Field Service Cloud using resource’s login credentials.

For more information, see the About Collaboration Window section in the Oracle Field Service Collaboration Cloud Service Guide.

Add a non-working reason

If a resource is not available for work at some point during their regular work schedule/shift, then a non-working reason (illness, vacation, bereavement, etc.) must be applied to explain their absence. Once set, this reason appears on the calendar within the Daily view.

The list of non-working reasons can be configured through the Configuration screen.

Procedure

  1. To view the Non-Working Reasons screen:

    1. Click Configuration.

    2. In the General section, click Work Schedules.

      The Work Schedules screen appears.

    3. Click Non-Working Reasons.

  2. To add a new non-working reason, click Add non-working reason.

  3. To edit an existing non-working reason, click Modify on the far right of the grid.

    In either case, you will be prompted to enter a name and a label (unique identifier) for the non-working reason.

Properties

Properties

Each entity (for example, activity, resource, inventory, and users) contains a set of associated attributes. For example, resource records may contain attributes such as name and contact information as well as physical attributes such as gender or a photograph. These attributes within Oracle Field Service Cloud are combinations of fields or custom properties.

Properties with the Type “Field” are the native system properties that are available for the specified entities. For example, Name (property label, cname) is associated with an Activity, and Serial Number (property label, invsn) is associated with Inventory. Field type of properties can be mapped with similar client properties.
Note: Multiple fields or properties with the same name can exist. For example, Name can refer to a customer’s name (property label, cname) or a resource’s name (property label, pname). In this example, each Name property is assigned to a different entity and has a different property label.
Custom properties are attributes of entities that are unique to each client. You can create them through the user interface, import them, or create through an API. Once added, these properties are available for use in screen configurations, filters, and numerous configuration areas (for example, search fields, duration field, and so on). You can create the following types of properties:
  • String: These are custom properties that require alphanumeric entries. These can include free text boxes, URLs, phone numbers, or email addresses.

  • Integer: These are custom properties that require numeric entries. This option can also be used for check boxes.

  • Enumeration: These are custom properties that require selections from fixed lists. Option buttons and combo (drop-down lists) boxes are common examples of this property type.

  • File: These are custom properties that require some type of file upload. These could include MIME types such as .gif, .jpg, .pdf, .mpeg, .zip, html, .wav, or .doc. Examples of File properties could be customer signatures or even technician photos.

Create a string property

The string property includes free text boxes, URLs, phone numbers or email addresses. Assume that resources can enter remarks for an activity after the activity is closed. The Activity Details form must contain a text box so the resource can enter remarks.

Procedure
  1. Click Configuration.

  2. Click Properties in the Resources, Activities, Inventories section.

  3. Click Add New.

  4. Select String from theProperty Type drop-down list.

  5. Complete the following fields:

    • Property name(mandatory): Enter a name that you want to display to the end user.

    • Property label(mandatory): Enter a Unique database identifier for the Oracle Field Service Cloud API.

    • Property hint(optional): Enter a hint that you want to display when a user hovers over the field name. For example, Enter comments if any.

    • Language(mandatory): Select the default language that the field should display.

    • Regular expression: Enter an expression to validate the values or format the values in a certain way.

    • Entity(mandatory): Select Activity since the property is associated with the Activity Details form.

    • Lines Count(mandatory): Enter the number of lines that you want the property to display in the Activity Details form. For example, enter 3 to display a maximum of three lines.

    • GUI (optional): Select one of the following options to define how the property displays to users:

      • Text Element: Displays as a free text field. For our example, select this option.

      • URL: Displays as a clickable URL.

      • Phone: Displays as a clickable phone number.

      • Email: Displays as a clickable email address.

      • Geolocation Element: Displays a button to show the location on a map.

    • Regular expression (optional): Enter an expression to validate input or to force the data to display in a certain way.

      For example, if you want to display $23,540, then use the following regular expression: /^/$?([1-9]{1}[0-9]{0,2}(/,[0-9]{3})*(/.[0-9]{0,2})?|[1-9]{1}[0-9]{0,}(/.[0-9]{0,2})?|0(/.[0-9]{0,2})?|(/.[0-9]{1,2})?)$/

      Other examples:
      • Ethernet ARP address: /^([0-9a-fA-F]{2}:){5}[0-9a-fA-F]{2}$/

      • Phone number: (555)5555555: /[/(/)/d/-]{10}/

      • 16-bit integer: (0-65535): /(^/d{0,4}$)|(^6553[0-5]$)|(^655[0-2][0-9]$)|(^65[0-4]/d{2}$)|(^6[0-4]/d{3}$)|(^[0-5]/d{4}$)/

      • 1 digit: (0-9): /^/d{1}$/

      • 2 digits: (01-99): /^/d{2}$/

      • Integer: (0-99): /^/d{1,2}$/

      • Integer: (0-999): /^/d{1,3}$/

      • Any 6 symbols(you can change 6 to any number): /^.{6}$/u

      • Currency (USD with 2 decimal places): /^/$?([1-9]{1}[0-9]{0,2}(/,[0-9]{3})*(/.[0-9]{0,2})?|[1-9]{1}[0-9]{0,}(/.[0-9]{0,2})?|0(/.[0-9]{0,2})?|(/.[0-9]{1,2})?)$/

      • Date formatted as DD-MM-YYYY: /^((0[1-9])|([1-2][0-9])|30|31)-((0[1-9])|1[0-2])-2[0-9]{3}$/

    • Clone property on Reopen/Prework (optional): Enables you to duplicate the property while reopening the activity or applying prework for a new activity.

    • Formatting (optional): If selected, displays the following options:

      • Regular expression

      • XSL transformation (converts an XML file into a table format viewable in HTML that is read-only).

      Assume that you want to display the following data from a client system within Oracle Field Service Cloud:

      Group Price
      One Time Charges and Credits $ 100.00
      Programming Change $ 5.00
      Programming Change $ 5.00
      Programming Change $ 5.00
      Programming Change $ 5.00
      UNKNOWN $ 0.00
      Monthly Charges $ 129.98
      America’s Top 250 $ 69.99
      HD/SD (2TV) Receiver $ 14.00
      HD/SD (2TV) Receiver $ 14.00
      DVR Service $ 6.00
      Protection Plan $ 6.00
      Israeli: The Israeli Network $ 19.99
      Monthly Credits $ -10.00
      Cr: Agent $ 10x24 Mo $ -10.00
      Monthly Charges and Credits $ 119.98

    Use the following regular expression for the above data: /(/s+)?(.+/w)/s+(/$)/s+(.*)/n?/im = [item group="$1"] [name]$2[/name][price]$4[/price][currency]$3[/currency][/item]

    The following XML file converts the data given earlier into a table format:

    [xsl:stylesheet version="1.0" xmlns:xsl="http://www.w3.org/1999/XSL/Transform"]
    [xsl:template match="/"]
    	
    	[style]
    		.property_table
    		{
    			font-size:12px;
    			font-family: Arial;
    			border-collapse: collapse;
    		}
    		.property_table .property_name
    		{
    			padding-left:15px;
    		}
    		.property_table td
    		{
    			border: 1px solid grey;
    			padding: 4px;
    		}
    		.property_table .property_price
    		{
    			text-aligh:right;
    		}
    		.property_group
    		{
    			background-color:#ccc;
    			font-weight: bold;
    		}
    		.property_group .property_name
    		{
    			padding-left:5px;
    			font-weight: bold;
    		}
    	[/style]
    	[table class="property_table"]
    		[xsl:for-each select="root/item"]
    			[xsl:choose]
    				[xsl:when test="@group=' '"]
    					[tr class="property_group"]
    						[td class="property_name"] [xsl:value-of select="name"/] [/td]
    						[td class="property_price"]
    							[span] [xsl:value-of select="currency"/] [/span]
    							[xsl:value-of select="price"/]
    						[/td]
    					[/tr]
    				[/xsl:when]
    				[xsl:otherwise]	
    					[tr] 
    						[td class="property_name"] [xsl:value-of select="name"/] [/td]
    						[td class="property_price"]
    							[span] [xsl:value-of select="currency"/] [/span]
    							[xsl:value-of select="price"/]
    						[/td]
    					[/tr]
    				[/xsl:otherwise]	
    			[/xsl:choose]
    		[/xsl:for-each]
    	[/table]
    [/xsl:template]
    [/xsl:stylesheet]

    Using XSL transformation, the above XML file is displayed in HTML as shown in the following figure:

    This figure shows the sample data displayed in HTML.

  6. Click Add.

    A system generated ID is assigned to the property. You can perform the following actions:
    • Click Export to export the properties to an XML file.

    • Click Import, Browse, and select the XML file that you want to import.

Create an enumeration property

Option buttons and drop-down lists are examples of the enumeration property. This means, you can have a set of valid values and you can select only one value from the enumeration set. For example, if you have four different types of customers, Standard, Gold, Silver, Bronze and you want to indicate the customer type on each activity record.

This example creates an enumeration property, Customer level with four values, Standard, Gold, Silver, and Bronze, and displays the property as a drop-down list in the user interface.
Procedure
  1. Click Properties in the Resources, Activities, Inventories section.

  2. Click Add New.

  3. Select Enumeration from the Property Type drop-down list.

  4. Enter Customer level in the Property Name field.

  5. Enter Cust_level in the Property label field.

  6. Select English from the Language drop-down list.

  7. Select Activity from the Entity drop-down list.

  8. Select Combobox from the GUI drop-down list.

  9. Specify the value, Standard in the Enumeration Values field and click Add.

    Note: The values display in alpha-numeric order. The system automatically applies an index value to each specified value, and the index value is case sensitive. The APIs reference the index value. For example, if you want to use a readable value for the value, customer not home, you can use the code CNH instead of the default index value, 1 and map the code to the client system. You cannot edit the index value, after it is added.

  10. Repeat step 6 for each value, that is, Gold, Silver, and Bronze.

    The specified values display in the Values field.

  11. Select a value from the Values field.

  12. Clear the Active check box.

  13. Click Edit to make a value inactive and does not display in the user interface.

  14. Click Add.

Create a file property

File property type supports file transfers such as documents, photos, or signatures. This means, you can upload MIME types such as .gif, .jpg, .pdf, .mpeg, .zip, html, .wav, or .doc files.

Procedure
  1. Click Configuration > Properties.

  2. Click Add New.

  3. Select File from the Property Type drop-down list.

  4. Select the language in which you are creating the property from the Language field.

  5. Enter a name for the property in the Property Name field. This is the name that is displayed on the context layout screen and any screen to which the property is added.

  6. Enter a label for the property in the Property label field.

  7. Enter a hint that you want to display when a user hovers over the field name in the Property hint field.

  8. Select the entity to which the property belongs, in the Entity field.

  9. Select one of the following options for the GUI field:

    Option Description
    File element Select this option to upload a photo. When uploaded, the photo displays as a text link in the user interface. The following fields are displayed for this option:
    • File size limit: Select the maximum file size you want to allow for File elements. This field is displayed only for the File element option. The default and the maximum size allowed is 5 MB.

    • Allowed MIME types delimiter: Select whether you want to display commas between multiple uploaded files or you want to display each file on a new line.

    • Allowed MIME Types: Click the required types of files you want to allow for upload.

    Signature element Select this option to capture the resource’s signature.
    Image element Select this option to enable the user’s device to capture and upload the user’s photo, and to display the image as a thumbnail. The following fields are displayed for this option:
    • Allow draw on image: Select this check box to let the user draw on the captured image using a stylus.

    • Get geolocation: Select this option to save the location information on a map with the captured image.

    • Maximum picture width (in pixels): Enter the maximum width the captured image can have. The recommended width is 1000 pixels.

    • Maximum picture height (in pixels): Enter the maximum height the captured image can have. The recommended height is 1000 pixels. Maximum resolution limits should be exceed 5000x5000 pixels. The Minimal value is 10 pixels.

  10. Select whether you want to copy the property data when an activity is reopened or has a pre-work activity in the Clone property data on Reopen or Prework field.

  11. Click Add. The new property type is added. Add this property to the context layout of the screen for the user profile for which you want to display.

Add a string property to the screen configuration

After you create a property, you can assign it to a specific user type and determine where the property type displays on the screen.

Also, you can define the following visibility settings for the property type:
  • Read only, read/write, or mandatory options.

  • Conditions under which the property type displays.

    Note: Not all conditions are available for every screen context.

Let’s assign the string property, CSR Notes property to a User Type, Administrator, and add it to the Activity Details form. Also, let us set the property type to Read-Only when the activity status is Completed and change the property type to Read Write when the activity status is Pending.

Procedure
  1. Click Configuration, User Types in the Users and Security section.

    The existing users display in the left pane.

  2. Select Administrator from the left pane.

  3. Select the Screen Configuration tab.

  4. Expand Manage and click Add activity/Activity details.

  5. Select a property from the Layout Structure pane and click Add property.

  6. Select the property, CSR Notes and click OK.

    The property, CSR Notes displays in the Layout Structure pane.

  7. Click Add New Visibility and select Read-Only.

  8. Click Add New Condition.

  9. Select Activity Status and in (equal) from the drop-down lists.

  10. Click the Plus icon, select Completed, and clickSave.

  11. Click Add New Visibility and selectRead-Write.

  12. Click Add New Condition.

  13. Select Activity Status and in (equal) from the drop-down lists.

  14. Click the Plus icon, select Pending, and click Save.

You can view both the conditions in the Conditions column.

Resource types

A resource type helps you identify the following differences:

  • Account for cost differences between full time employees and contractors.

  • Identify the resources that you want to track using geolocation.

  • Manage quota and capacity for resources.

  • Distinguish between team holder and team member.

  • Share a resource’s inventory and work skills in a team.

You can create different resource types to differentiate the hierarchy of the Resource Tree. While creating a resource type, each resource type is assigned to a role. The roles (Field Resource, Vehicle, Tool, Bucket, and Organization Unit) enable you to differentiate the hierarchy of the Resource Tree. Each role is represented with the icons, Blue, Yellow, or Grey.

By default, the Load Threshold section displays (unless the Organization Unit role is selected) on the Add Resource Type screen and has the following options to determine how the icons display on the resource tree based on the resource’s load (full, normal, or empty load):
  • Number of Activities: Defined amount of activities, over which a resource is considered to have full load and below which is considered an empty load.

  • Hours: Defined amount of hours including travel, over which a resource is considered to have full load and below which is considered an empty load.

  • Time Percent: Defined % of a resource’s work schedule for the day that includes activities and travels among them that is considered to be full, normal or empty. Travel time to and from work for the day is not included in these calculations.

Note: Specify the number of activities, hours, percentages in the Full Load or Empty fields. The display of icons on the resource tree depends on the specified values. For example, if 10 activities represent Full load, then the Blue icon displays.

Add a resource type for the Field Resource Role

A Field Resource is a resource that performs work, has work skills and work zones associated, and has a related user (actual person performing work or group of people). A Field Resource requires a user, can execute work, is shown with a Tech icon and does not include the Organization unit option.

Assume that you want to assign activities to a technician. Therefore, you have to create a resource type, technician and select Field Resource from the Role drop-down list.

Procedure

  1. Click Company Name > Configuration.

  2. Click Resource Types in the Resources, Activities, Inventories section.

  3. Click Add resource type.

  4. Enter the following information:

    Field Description
    Name (mandatory) Enter a name for the resource type. All supported languages are listed.
    Label (mandatory) A unique identifier for the resource type that is mapped to the Resource Management API.
    Active By default, the Active check box is selected and the resource type is activated.
    Statistic Parameters section
    Personalize the estimation of activity duration check box When selected, the resource’s personal profile is used for duration calculations. Else, uses only company estimates. For more information, see How activity duration is calculated
    Use durations reported to enhance company-wide estimations check box When selected, company-wide estimations are modified based on the data reported by the resource. If not selected, the company-wide estimations are not changed. This applies to both activity durations and travel estimations. Do not select this check box, if you do not want the durations reported by the resource to affect company level estimations.
    Do not consider reported data for the first ____ working days, for statistic estimations Data reported by the resource does not affect the company-wide estimations for the initial number of days specified in this field. The date is considered from the time the user accesses the system. Default value is 5 days. For example, if you enter 15 days, then the data reported by the resource for activity and travel durations are ignored for the first 15 days and will not be considered while calculating the company-wide estimates. This field is enabled only if the Use data reported to enhance company-wide estimations field is selected.

  5. Select Field Resource from the Role drop-down list.

  6. Select the required features from the following list:

    • Resource can participate in a team: Select the Resource can participate in a team check box to determine whether the resource type is an assistant for teamwork activities. If deselected, then you cannot add the resource type, technician as an assistant to a team.

    • Resource can be a teamholder: Select the Resource can be a teamholder check box to determine whether the resource type is a primary team holder of an activity.
      Note:  An activity that requires a team is always assigned to the team holder whereas the assisting teamwork activities are assigned to the assistants for the duration of the teamwork.
    • Share inventory in teamwork: Determines whether the resource type shares inventory with other team members after an activity is started. For example, if the team holder’s inventory has 5 items and the assistant’s inventory has 3 items, then when the activity is started, there are 8 items available for use at the job site.

    • Share geolocation in teamwork: Select the check box to define whether a resource (team holder or assistant) shares the geolocation in a teamwork assignment. Although, the application uses the GPS device of each resource to predict the location of the resource, the following situations can occur:
      • Application is unable to obtain coordinates since the device of a resource has stopped to work.

      • Application is unable to find the location of the resource due to some reasons.

      In the above situations, the application uses an algorithm to predict the location of the resource using the coordinates of other resources in the team. Therefore, you can view the location of each team resource in the map view.

    • Share work skills in teamwork (team-member only): Enables the resource to share work skills with the team holder. If selected, a pool of work skills is created for the team which helps in identifying the type of work the team performs. The higher skill level is selected, if there is overlapping or variations in skill level.

    • Used for Quota management: Enables you to consider the working time of each resource into the overall workflow capacity calculation of the bucket.

      For example, assume that each resource (Technician 1, Technician 2, and Technician 3 configured as a Field Resource) has a capacity of 480 minutes per day and the Used for Quota management check box is selected for each resource. Therefore, the Max Available field in the bucket has the overall workflow capacity of 1440 minutes. Now, if a new resource type, Technician 4 is added and if the Used for Quota management check box is selected, then the overall workflow capacity of the bucket changes to 1920 minutes.

    • Routing can assign activities: Select the check box if you want routing to assign activities to a resource.

      If selected, the following options enable you to specify the cost of the resource’s time that helps you to differentiate between resources (for example, Full time resources versus Contractors):

      • Working hours cost: Actual working hours of the resource during the day based on activity durations. Select an option (Low, Normal, High, Highest). The routing algorithm factors working time cost differences between resource types for assignments.

      • Overtime cost: Overtime refers to the minutes worked beyond the end of the resource’s working hours for the day. Specify cost increases either as X minutes after the end of the shift or the time beyond the X minutes threshold.

      • Travel Time cost: Refers to the estimated time and the cost required for travelling between activities.

    • Working time includes travel to first activity: Enables routing to factor travel time from the beginning of the resource’s working time for the day and to the resource’s first activity. The application estimates the actual travel time to the location of the first activity or uses the default travel duration. For example, if the option is not selected, and if a resource’s shift starts at 8 AM and if an activity is scheduled at 8 AM to 10 AM, then the ETA for the activity is 8 AM. Therefore, a resource has to travel to the location of the activity before the start of the shift.

    • Working time includes travel to final location (if defined): Enables routing to factor travel time either to a known end location or use the default travel time. If the option is not selected, then routing can assign activities that might get closer to the end of resource’s shift.

    • Enable 'Not activated in time' alert and trigger: Represents an alert that the resource’s route is not activated. For example, consider the resources, Technician 1 and Technician 2 configured as field resources. If the Enable 'Not activated in time' alert and trigger check box is selected for the resource, Technician 1 and not selected for Technician 2, then the notification messages are created only for Technician 1.

  7. Click Add.

    Note: The following features are available when a role, Vehicle or Tool is assigned to a resource type:
    • Share inventory in teamwork

    • Share geolocation in teamwork

    • Share work skills in teamwork (team-member only)

    • Working time includes travel to first activity

    • Working time includes travel from last activity

    • Enable 'Not activated in time' alert and trigger

The resource type, technician displays on the Resource Types screen. If you click Modify and change a feature setting of a resource type, the application automatically applies the changes to the resource type.

Add a resource type for the bucket role

A bucket accumulates work that has not yet been distributed to field resources. A bucket does not require a user, cannot execute work or activities, is shown with a Double Tech icon, includes group option, and can have activities assigned.

Procedure

  1. Click Configuration.

  2. Click Resource Types in the Resources, Activities, Inventories section.

  3. Click Add resource type.

  4. Select Bucket from the Role drop-down list.

  5. Enter the following information:

    • Name (Mandatory): Enter a name for the resource type. All supported languages are listed.

    • Label (Mandatory): A unique identifier for the resource type that is mapped to the Resource Management API.

    • Active: Select the Active check box to activate the resource type.

  6. Select the Used for Quota Management check box. This option is available only if you have purchased Capacity Cloud Service. For more details about Quota Management in Bucket, see the Oracle Field Service Cloud Using Capacity Cloud Service Guide guide.

  7. Select the Routing can assign activities check box if you want routing to assign activities to the bucket.

  8. Click Add.

    The resource type, Bucket displays on the Resource Types screen.

Add a resource type for the organization unit role

An organization unit aggregates field resources, vehicles, and tools in a hierarchical structure to simplify management and reporting. An organization unit does not require a user, cannot execute work or activities, is shown with a Double Tech icon, includes group option and can have activities assigned.

Procedure

  1. Click Company Name > Configuration.

  2. Click Resource Types in the Resources, Activities, Inventories section.

  3. Click Add resource type.

  4. Select Organization unit from the Role drop-down list.

  5. Enter the following information:

    • Name (Mandatory): Enter a name for the resource type. All supported languages are listed.

    • Label (Mandatory): A unique identifier for the resource type that is mapped to the Resource Management API.

    • Active: Select the Active check box to activate the resource type.

  6. Select the Used for Quota Management check box to aggregate the capacity across buckets. For example, assume that the maximum available capacity for Bucket 1 is 1920 minutes and the Used for Quota Management check box is selected. Bucket 2 has a maximum available capacity of 2400 minutes and the Used for Quota Management check box is not selected. Now, if you select Used for Quota Management check box for Bucket 2, then the resource type, Group aggregates the capacity across Bucket 1 and Bucket 2 and changes the maximum available capacity of the Group to 4320 minutes.

  7. Click Add.

The resource type, Organization Unit displays on the Resource Types screen.

Routing profiles

Routing Profiles are used in Oracle Field Service Cloud Routing Cloud Service. Routing profiles contain the routing plan or plans that run against a bucket. Routing profiles can group more than one routing plan together so they can all run against one bucket. For more information about Routing Profiles and Routing Plans, see the Oracle Field Service Cloud Routing Cloud Service User Guide.

Shifts

Add a shift

Shifts are defined as patterns of working time. This feature is designed to help with the non-standard types of shift that do not fall within the traditional 24-hour clock. You can create separate shifts for each of the different working time patterns within your organization.

Procedure

  1. Click Configuration.

  2. In the General section, click Work Schedules.

    The Work Schedules screen appears.

  3. Click Shifts.

    The Shifts screen appears.

  4. Click Add Shift.

    The Add Shift window appears.

  5. Fill up the following fields:

    Field Description
    Name Enter a name for the shift, as it appears in the application.
    Label A unique identifier for this shift.
    Type Select an option from the drop-down menu. Common shift types include Regular for standard periods of time, or On-call for longer time frames that a resource might be available, after the regular shift ends.
    Active Click the check box to activate (make available for use) this shift.
    Time From Enter the start time for this shift.
    Time To Enter the end time for this shift.
    Points Within the application, points are used as limiters. If activities are assigned point values (based on different completion durations, complexity, value, etc.), then assignment caps can be determined on a shift-by-shift basis. Once point thresholds are reached for a resource to which that shift is assigned, then routing will allocate no more activities to that resource.

Add an activity to a shift

When you add an activity to a shift, the activity is added to the calendars of all of the resources that have that shift assigned to them.

Procedure

  1. Click Configuration, Work Schedules, Shifts.

    The Shifts list displays.

  2. Click the Activities link in the row of the shift that you want to add the activity to.

  3. Click Add Activity.

    The Add Activity screen displays. If this activity is an internal activity, the layout of the screen changes. If it is a customer-facing activity, the layout stays the same.

  4. Complete the applicable fields.

    Field name Action
    Activity Type Select the activity type from the Activity Type drop-down list.
    Name Enter the customer’s name. Used for customer-facing activities only.
    Work Order Enter the work order number associated with this activity.
    Duration Enter the amount of time that the activity lasts.
    Position in Route-Not Ordered The activity is not ordered, and appears as scheduled/not ordered in the lower portion of the time view interface.
    Position in Route-Ordered The activity is displayed on the resource's route. If you specify a time slot, the activity displays in that time slot. Otherwise, it displays aspending at the beginning of the route.
    Time Slot Select the period of time within which this activity can be started.
    Activity Notes Enter any notes associated with this activity.
    Recurrence-Repeats-Daily Apply to schedules such as every other day or every 3rd day. If you select this option, add the frequency of occurrence in the field Days between occurrences.
    Recurrence-Repeats-Everyday Applies to every day schedules that repeat without exception and without any modification options.
    Recurrence-Repeats-Weekly Apply calendars that have a regular weekly pattern. Select the days that apply to this shift using the check boxes for the individual days. Indicate the frequency of this pattern weekly by adding a value to the Weeks between occurrences field.
    Recurrence-Repeats-Yearly Occurs every year from the selected date entered in the From day until the date entered in the To day field.

  5. Click OK.

View statistics parameters

Oracle Field Service Cloud uses collected statistical data on actual activity and travel duration for calculating a resource’s estimated time arrival for the pending activities and the delivery window. In addition, the Routing module uses the collected statistics to assign activities to resource in the most effective manner according to specified routing parameters. Statistical parameters are calculated separately for each resource, group/bucket and whole company. If the data is not enough to predict duration or travel for a resource, then group/bucket or company values are used. Finally, if the data is not enough at the company level, then default values are used.

Procedure

  1. Click Configuration.

  2. In the Subsystems and Integrations section, click Statistics. The Statistics screen appears.

    Field Description
    Duration parameters
    Minimum relevant duration time in minutes

    Maximum relevant duration time in minutes

    To ensure that outlier activity durations (sometimes due to non-compliance) do not adversely affect statistical calculations, durations with values less than or more than the minutes entered in these fields will be ignored by the statistics engine.

    Lower limit for personal ratio to calculate duration (%)

    Upper limit for personal ratio to calculate duration (%)

    The lower and upper limit percentages are with respect to the company level duration for an activity. If the duration estimated for a resource’s assigned activity is beyond the lower or upper limit, the estimate is corrected so that it lies within the set limits. The Lower limit default value is 50 with an available range from 0-100. The Upper limit default value is 200 with an available range from 100-999. If the preference is always to use the personal learned duration without any lower or upper limits applied, the ranges must be set for the outer extremes with the lower limit set to 0 and the upper limit set to 999.

    Example: Suppose the company-level estimation for an activity is 50 minutes and the lower limit percentage is set to 80%. If the estimation for a resource is 30 minutes, the final estimation for the activity will be calculated as the maximum of 30 minutes and 80% of 50 minutes, which will be 40 minutes. The lower limit would be in effect and 40 minutes would be assigned to the activity.

    Travel time parameters
    Default travel average time The average value and standard deviation (in minutes) used for travel time prediction when there isn't statistical data for travel between two specific travel statistics keys.
    Minimum relevant travel time in minutes

    Maximum relevant travel time in minutes

    In an effort to ensure that outlier travel durations (sometimes due to non-compliance) will not adversely affect statistical calculations, durations with values less than or more than the minutes entered in these fields will be ignored by the statistics engine.
    Coordinate calculation weight This parameter defines the weighting proportion between the statistic (average travel time) and coordinate methods (straight line/airline) of calculating/predicting travel time between two locations. The options are as follows:
    • 0 = Use only travel key based estimation

    • 0.001 = Prefer travel key based estimation

    • 0.5 = Use both estimations evenly

    • 0.999 = Prefer coordinate method based estimation

    • 1 = Use only coordinate method based estimation

    Airline distance speed The speed used to determine airline (straight line) distance time.
    Departure/parking time The amount of time that is allowed for parking and departure from one activity to another.
    Delivery Window Parameters
    Delivery window factor Determines how much deviation should affect the calculation of future delivery windows based on their ETAs.
    Delivery window granularity This defines the number of minutes to which delivery window values will be rounded.
    Delivery window minimal size When delivery window is calculated, this is the smallest value (in minutes) that will be provided.
    Delivery window maximal size When delivery window is calculated, this is the largest value (in minutes) that will be provided.
    Delivery window should not start earlier than [ ] minutes prior to start of service or SLA window Prevents the delivery window from starting outside the previously agreed service window. When the option is enabled, the statistically calculated delivery window cannot start earlier than the specified number of minutes before the service window or SLA window start.
    Stats Fields
    Activity duration stats fields

    Activity travel stats fields

    Resource duration stats fields

    Resource travel stats fields

    This group represents the formation of the keys (made up of fields) used for the grouping of work duration and travel duration values to find the averages.

    The user-defined activity keys make it possible to sort the collected statistical data according to various activity characteristics, such as work order type, activity properties, activity postcode, etc.

Themes

View Themes

You can implement custom Themes that allow customers to use their own logos as headers in the user interface or on the login page. In addition, it allows customers the ability to define a custom theme color, which appears as the header. Access to the Themes is controlled by the Themes visibility. For each user type that you want to manage Themes, set the Read/Write permissions. When the visibility is set to ReadOnly, Themes is disabled, and when no visibility has been granted, the Themes screen is not visible at all.

Procedure

  1. Click Configuration.

  2. In the Displays section, click Themes.

    The Themes screen appears and displays the following fields:
    Field Description
    Name The name of the theme.
    Default Displays whether the theme is selected as the default theme. The default theme has a check mark next to it. When you click Select default, you can set whether all users or only new users will have this theme set as the default.
    Active Displays whether the theme is active. An active theme has a check mark next to it. The Set enable or Set disable actions determine whether the theme is active or not.
    Actions Displays the actions available for the Theme. The following actions are available:
    • Edit – Allows editing the options for the selected theme. See the Add a Theme section for an explanation of the options.

    • Set default - Sets this theme as the default theme. You can set whether all users or only new users will have this theme set as the default.

    • Set enable - Enables a currently disabled theme.

    • Set disable - Disables a currently enabled theme.

    • Export – Exports the details of the theme to a zip file. The zip file can be used to import the theme into another Oracle Field Service Cloud instance.

    • Delete – Deletes the theme.

Add a Theme

You can implement custom Themes that allow customers to use their own logos as headers in the user interface or on the login page. In addition, it allows customers the ability to define a custom theme color, which appears as the header. Access to the Themes is controlled by the Themes visibility. For each user type that you want to manage Themes, set the Read/Write permissions. When the visibility is set to ReadOnly, Themes is disabled, and when no visibility has been granted, the Themes screen is not visible at all.

Procedure

  1. Click Configuration.

  2. In the Displays section, click Themes.

    The Themes screen appears.

  3. Click Add new.

    The Add theme window appears.

  4. Complete the following fields:

    Field Description
    Name The name of the theme.
    Color Theme Displays the hexadecimal code for the theme’s color. Clicking this field displays a color picker. Either enter the hexadecimal code for the color to be used for this theme, or select a color using the color picker.
    Title Page The HTML Title tag for this theme.

    For example: https://demo2.etadirect.oracle.com

    Copyright Copyright information. The text should contain placeholders for {YEAR} and {VERSION} that will be automatically replaced to current year and major version. Example: © 2003-{YEAR} Oracle Corporation. All rights reserved. Version {VERSION}. The maximum length of this string is 255 characters.
    Big (logo) Select the logo in .png format. This logo is used with screens of width 1024 and more, or between 320 and 768.
    Small (logo) Select the logo in .png format. This logo is used in other cases within Core Manage and Mobility.
    Login (logo) Select the logo in .png format. This logo is used in the login portal.

Add a travel area

Travel areas define the maximum allowed travel territory for a company and can contain groupings of work zones. Typically, companies have at least one high-level travel area listed.

Procedure

  1. Click Configuration.

  2. In the General section, click Work Zones.

  3. Click Travel Areas.

    The Travel Areas screen appears.

  4. Click Add travel area.

    The Add travel area pop-up window appears.

  5. Fill up the following fields:

    Field Description
    Name Name of the travel area.
    Label Your company specific unique identifier for the area.

  6. Click OK.

    The Travel Areas screen appears.

  7. Click Work Zones.

    The Work Zones screen appears.

  8. Click Recalculate activities.

    All existing activities are recalculated to adjust the modifications.

Integrating with other applications

Your organization may have different software applications to take care of different business aspects. You can integrate those applications so that when an event occurs in one application, the appropriate changes are performed automatically in the other application. You can integrate applications in two ways: through Integration Cloud Service (ICS) and through REST APIs.

Integrating using ICS

When you use ICS, you create an integration point in Oracle Field Service Cloud. When an event occurs in Oracle Field Service Cloud, it is sent to the appropriate application through ICS. For example, a company in the manufacturing sector may have an ERP application to take care of their stocks. The company can integrate the ERP application with Oracle Field Service Cloud, so that when a field technician installs or deinstalls an equipment, the stock is updated in both, Oracle Field Service Cloud and the ERP application.

Integrating using REST APIs

Use REST APIs to integrate third-party applications such as mobile apps. To let a mobile app access REST APIs on behalf of a user, you use the OAuth 2.0 authentication. To use OAuth 2.0 authentication, you must register the client application with Oracle Field Service Cloud. Then, your client application requests an access token from Oracle Field Service Cloud or other external token service providers such as, Oracle Identity Cloud Service. The client application then sends the token to the API that you want to access.

Integrate using ICS

Your organization may have different software applications to take care of different business aspects. You can integrate those applications so that when an event occurs in one application, the appropriate changes are performed automatically in the other application. For example, a company in the manufacturing sector may have an ERP application to take care of their stocks. The company can integrate the ERP application with Oracle Field Service Cloud, so that when a field technician installs or deinstalls an equipment, the stock is updated in both, Oracle Field Service Cloud and the ERP application. One of the ways with which you can integrate the applications is through Integration Cloud Service (ICS). When you use ICS, you create an integration point in Oracle Field Service Cloud. When an event occurs in Oracle Field Service Cloud, it is sent to the appropriate application through ICS.

Note: Configure this integration only if you want to send events or data from Oracle Field Service Cloud to ICS.

Procedure

  1. Log in to Oracle Field Service Cloud.

  2. Click Configuration > Integration Cloud Service (ICS). The Integration Cloud Service (ICS) screen appears.

  3. To add a new integration, follow these steps:

    1. Click Add new. The Add Integration Cloud Service (ICS) Access dialog opens.

    2. Add a name or description for the application for which you are creating the integration in the End Point Label field. If you are using multiple instances of an application, such as Production and Testing, you can create multiple access points for the application.

    3. Add the host name of the application for which you are creating the integration in the ICS Domain field. For example, if the URL is “https://integration-a12345.integration.us2.oraclecloud.com/integration/flowsvc/ofsccloudadapter/NAME/v01/" then ICS Domain is: “integration-a12345.integration.us2.oraclecloud.com”.

    4. Add the user name of the ICS user in the ICS Username field. This user must exist in ICS and have permissions to access the integration endpoint.

    5. Add the password for the user name in the ICS Password and Confirm Password fields. The user name and the password are used to authenticate with ICS when Oracle Field Service Cloud starts sending events to ICS.

    6. Click Add. The integration details appear on the Integration Cloud Service (ICS) screen. Next, you must log in to ICS to add the connection details and map the required fields.

  4. To modify an integration, follow these steps:

    1. On the Integration Cloud Service (ICS) screen, click Modify for the end-point that you want to modify. The Edit Integration Cloud Service (ICS) Access dialog opens.

    2. Edit the fields as required. You can edit all the fields, except for ICS Domain.

    3. Click Submit.

  5. To delete an integration, on the Integration Cloud Service (ICS) screen, click Delete. The application stops sending events and updates to ICS.

Integrating using REST APIs

Oracle Field Service Cloud supports OAuth 2.0 authentication for API access. Use OAuth 2.0 authentication to let third-party applications such as a mobile app access REST APIs on behalf of a user. To use OAuth 2.0 authentication, you must register the client application with Oracle Field Service Cloud. Then, your client application requests an access token from Oracle Field Service Cloud or other external token service providers such as, Oracle Identity Cloud Service. The client application then sends the token to the API that you want to access.

Oracle Field Service Cloud supports two types of token service:
  • OFSC Token Service: The client application uses Oracle Field Service Token service to obtain an OAuth2 access token and authenticate with the APIs. OFSC token service supports two types of authentication:

    • Client Credentials: Authentication using client credentials is primarily used for back-end to back-end integration. For example, an application that requires pushing data to Oracle Field Service Cloud.

    • JWT Assertion: JWT assertion authentication can be used for back-end to back-end integration or for mobile applications. The Access Token generated using assertion flow may include the user identity, and Oracle Field Service Cloud performs actions as that user. The advantage of using assertion flow is that user's password is not shared with Oracle Field Service Cloud. When you use this type of authentication, the public key of the third-party application is imported into the Application entity and the third-party application can make API calls using its private key.

  • External Token Service: The client application uses an external token service such as Oracle Identity Cloud Service to obtain an OAuth 2.0 access token and authenticate with the APIs.

Integrating applications using REST APIs includes the following steps:
  1. Register the OAuth client application.

  2. Configure the authentication.

  3. Enable access to specific APIs for your application.

For more information about calling REST APIs from third-party applications, see the REST API for Field Service Cloud guide.

Create an Application

If you want to call REST or SOAP APIs from a third-party application, you must register the third-party application by adding it on the Application screen in Oracle Field Service Cloud.

Procedure

  1. Click Configuration > Applications. The Applications screen appears.

  2. Click the plus icon, add the following details, and then click Submit:

    Field Name Description
    Application Name Name of the third-party application that you want to register.
    Application ID A unique ID of the application.

  3. On the Applications screen, click the application that you want to register on the left pane and complete the following fields:

    Field Name Description
    Application general info section
    Application Name Name of the third-party application that you want to register. This field is populated automatically.
    Application ID A unique ID for the application. This field is populated automatically.
    Active Status of the Application. Inactive Applications do not authenticate or authorize anyone. When you make an active Application inactive, previously-issued access tokens do not work.
    Token Service Type of token service or identity provider the Application uses. Default is OFSC.

  4. Select the authentication service using the following fields:

    Field name Description
    Authentication settings section
    Authenticate using Client ID/ Client Secret Select this check box to authenticate the application using client ID and client secret. Click Show Client ID/Client secret to view the client ID and client secret.
    Client ID The client ID for the third-party application. This ID is automatically generated.
    Client Secret/Show Secret The client secret for the third-party application. This information is automatically generated.
    Authenticate using JWT assertion Select this check box to authenticate the application using JWT assertion.
    Authenticate using external access token Select this check box to authenticate the application using an external access token. This field is displayed if you select External for Token service.
    Client Certificate/Upload The certificate signed by the private key of the Application. If this is absent, you cannot use OAuth2 JWT Assertion authentication. Click Upload to upload the certificate.

  5. Select specific APIs for your application using the following fields:

    Field name Description
    API Access section
    Add new Click to add new APIs. The Add API access dialog appears. Select the APIs you want to add and click Submit.
    Available methods The list of the API methods available for the corresponding API. Click the menu to modify the fields or methods and to remove access to the API.
    Available entities The list of entities that the users of the current Application have access to. This option is available only for Core API and Metadata API fields.
    Available resource fields/ Available activity fields/ Available inventory fields/ Available service requests fields/ Available user fields The list of the fields available for the corresponding API. Clicking this opens the layout structure screen, where you can select the fields that the users of the current Application will be able to use to set or update using the API. This screen functions as a context layout structure screen where the fields and their visibilities are set.
    Remove access Removes access to this API. Users that have access to this Application cannot use the corresponding APIs anymore.

  6. Add any access restrictions using the following fields:

    Field name Description
    Additional restrictions section:
    Visible resources The resources that are visible to the Application. The Application performs actions only on the resource tree nodes that are included in this setting. If no resources are specified, the Application has access to entire resource tree. Click the pencil icon to select the resources that are visible to this Application.
    Allow access only for certain IP addresses The IP addresses that can access the current application. Add the IP address in the box.
    The following table describes how the Visible resources field works:
    Visibility restrictions Behavior
    Empty When a user is authenticated on behalf of this Application, their location in the resource tree is used for visibility restrictions. The Application cannot authorize itself, it can only authorize users.
    Present When a user is authenticated on behalf of this Application, an intersection (not union) of their location in the resource tree and the application visibility restrictions are used for visibility restrictions.

Activity booking

Configuring activity booking

When a technician performs an activity at the customer's premises, the customer may enquire about the possibility to perform another job for them on a different day. The technician must be able to collect the information about the new job, create an activity, and schedule it right away. To book an activity, the technician must also have the ability to check the available capacity for that specific date and time. This situation is handled by the Activity Booking option in Mobility. You must configure the activity booking context properly to get the most accurate and precise capacity calculation. The Book new activity option is configured in the Mobility section of the Screen Configuration screen.

Accessed via the Mobility application, the feature of allows a user to create an activity in a specified capacity bucket and time slot, which will be then routed on a general basis. To be able to book an activity, the quota must be available in the selected capacity bucket on the selected date and time slot for a specific capacity category. As soon as the activity is booked, the capacity required for its performance is subtracted from the available capacity and added to the used capacity. The used capacity is compared to the quota values to make sure that orders for new activities are accepted only when the capacity is still available. Аs having capacity information up-to-date is crucial for the functionality, Activity Booking is available only in the online mode.

Create a layout for booking an activity

Use the Book new activity option in the Mobility section of the Screen Configuration screen to create a layout for booking an activity.

Procedure

  1. Click Configuration > User Types.

  2. Select the user type for which you want to add a layout for booking a new activity.

  3. In the Access settings section of the General tab, select the Allow access via Mobility check box.

  4. Expand the Mobility section and click Book new activity. The Visual Form Editor opens.

  5. Drag-and-drop the fields that you want on the Book new activity screen. You must have Activity type (aworktype) field. However, you cannot add file type of fields or properties, tabs, and the Time slot field.

  6. Select the visibility settings for all the fields.

  7. Click Submit. The layout is saved.

Activity type constraints

The activity booking function applies a number of constraints on certain activity types.

Some activity types determine whether at all an activity can be booked, while others affect the configuration of different properties on the context. The list of activity types is available in the Activity Types screen. Click Configuration > Activity Types to access the Activity Types screen. Describe only those activity type constraints and conditions that apply equally to all the activity types that you want to be available for booking.

Support of time slots

You must enable the Support of time slots option for each activity type that is to be considered for booking.

To select this option, click Configuration > Activity Types. On the Activity Types screen, select the type of activity that you want to be considered for booking. Open the activity, select Support of time slots, and click Update.

Calculate travel

If you enable the Calculate travel feature for the activities to be booked, then the capacity calculation will additionally consider all fields and properties in the Activity travel stats fields.

To select the Calculate travel feature, click Configuration > Activity Types. On the Activity Types screen, open the activity type for which you want to add the feature. Select the Calculate travel check box and click Update. When you select this feature, you must add all the fields that you have selected for the Activity travel stats fields in the Statistics screen to the Book new activity context layout and set the visibility as Mandatory.

Calculate activity duration using statistics

If you enable the Calculate activity duration using statistics feature for the activities to be booked, then the capacity calculation will additionally consider all fields and properties in the Activity duration stats fields.

To select the Calculate activity duration using statistics feature, click Configuration > Activity Types. On the Activity Types screen, open the activity type for which you want to add the feature. Select the Calculate activity duration using statistics check box and click Update. When you select this feature, you must add all the fields that you have selected for the Activity duration stats fields field in the Statistics screen to the Book new activity context layout and set the visibility as Mandatory.

Support of work zones

You must enable work zone support for booking activities. If you have enabled work zones support, at both, the company level and the activity level for the corresponding activity types, all fields from the work zone key are considered for capacity calculation.

To enable work zone support at the company level, click Configuration > Business Rules. Select Work Zone support in the General section. To select this option at the activity level, click Configuration > Activity Types. On the Activity Types screen, select the type of activity that you want to be considered for booking. Open the activity, select Support of work zones, and click Update. Click Configuration > Work Zones and note down the field selected for Work Zone Key. Add this field with a Mandatory visibility in the Book new activity context layout.

Support of work skills

You must enable work skill support for booking activities. If you have enabled work skill support, at both, the company level and the activity level for the corresponding activity types, all fields from the work skill conditions are considered for capacity calculation.

To enable work skill support at the company level, click Configuration > Business Rules. Select Work Skill support in the General section. To select this option at the activity level, click Configuration > Activity Types. On the Activity Types screen, select the type of activity that you want to be considered for booking. Open the activity, select Support of work skills, and click Update. Click Configuration > Work Skills and click Work skill conditions. Open the work skill that you want to be considered for booking and note down the work skill conditions. Add these field with a Mandatory visibility in the Book new activity context layout.

Schedule Booked Activity context

The Schedule booked activity context defines the layout of the Time Slot screen. While the time slot selection widget is pre-configured and cannot be changed, all other details of the booked activity can be specified in the Schedule booked activity context.

The following restrictions apply to the context configuration:
  • You can add only read-only visibility condition for activities or properties on the context layout.

  • You cannot create tabs in the Schedule booked activity context.

Otherwise, there are no special constraints, as opposed to the Book new activity context. The Schedule booked activity context is available in the Mobility section of the Screen Configuration screen.

Error messages

This section provides the list of possible errors and the corresponding messages the user may encounter while booking activities.

Missing context error

If at least one of the two contexts ('Book new activity', 'Schedule booked activity') is not added before using the Activity Booking functionality, the message: Form is misconfigured. Context layout missing appears. Depending on which context is missing, the error is shown so, you can access the corresponding screens.

Validation errors

If any of the mandatory fields is empty on the booking activity contexts ('Book new activity', 'Schedule booked activity'), the validation message, Validation failed, please review your form is shown. If a time slot has not been selected on the Time Slot screen, the activity is not booked and the message, Validation failed, please review your form. Time slot is not selected is displayed.

Capacity calculation errors

Capacity is not calculated in the following cases:
  • Data entered in the previous step (creating booked activity) is insufficient.

  • A configuration has not been properly performed.

  • There is no available capacity that matches with the activity parameters.

The possible error messages that may occur at the capacity calculation stage, that is after submitting information entered in the booking activity form are as follows:
  • Work skills support is disabled at the company level.

  • Work skills are not supported by this type of activity.

  • Capacity category cannot be determined using the given activity fields.

  • The selected activity type is inactive.

  • Work zone cannot be determined by the given activity fields.

  • Field or property that is required for work zone 'location' value calculation is missing.

  • Time slots are not supported by this type of activity.

  • Field or property that is required for the duration estimation is missing.

  • Field or property required for travel estimation is missing.

  • The matching buckets found do not have the required quota for booking this activity.

  • Unable to find appropriate quota bucket for this activity.

About user types

Use user types to manage permissions and restrictions for all users. You can create user types for your business that correspond to your existing business roles. Each user type has a profile that defines security and display permissions, such as the user’s login method, the ability to use certain functions, and access to menu items and properties. They may also include custom screen context layouts.

You assign each user exactly one user type. You can add or change user types at any time, and delete those which are no longer needed. You can also copy existing user type configurations to make new ones. This makes it easy to create multiple user types that share similar configuration settings.

For each screen or function that you want to make available for a given user type, you set the visibility to Read-only or Read-write. If you do not define a visibility value, that screen or function is hidden for that user type. Access to a screen or tab automatically includes access to the actions on that screen.

User-type settings

A new user type has to be configured according to its business role. Similarly, alterations of a business role may require modifications of the corresponding user-type settings.

Changes to a user type assigned to Oracle Field Service Core Manage Cloud Service users are applied shortly after they are saved on the User Types screen. Changes to a user type assigned to Oracle Field Service Mobility Cloud Service users are applied after the next synchronization.

User-type settings fall into the following four categories, which appear as tabs:

  • General

    These basic settings define the user-type options with respect to resource types and other users, as well as the user-type access to the system and to its functions.

  • Screen configuration

    These settings define the screens, windows, pop-up windows and other elements visible to a certain user type and supports the context layout editor where the content, arrangement and visibilities of each context are set.

  • Restrictions and Filters

    These settings define the restrictions on the activities and fields that are visible to the users of the current type.

Understanding user-type settings

User-type settings define options such as access to the system, its functions, and to certain APIs. It also controls the visibility of screens, windows, pop-up windows, activities, and fields.

General tab settings

The following table describes the fields available on the General tab:
Setting Description Notes
Label A unique identifier of the user type. Required. No spaces are allowed.
Name A user-friendly name that describes the user type. Required. Spaces are allowed.
Active Indicates whether the user type is active. Activating a user type simply makes it assignable to users. Inactive user types still apply to users that are assigned to them.
Login Policy Defines the user authentication method to Oracle Field Service Cloud  
Assigned resource types Shows the resource types available for this user type. To change the assigned resource types, click the pencil icon. You cannot remove a resource type if any users are currently assigned to this user type.
Can create users of the following user types Lists the user types that this user type can create.

Inactive user types are greyed out and cannot be created by this user type.

Permission to create user types is reciprocal. For example, if user type Manager can create user type Dispatcher, user type Dispatcher can create user type Manager.

To change the user types this user type can create, click the pencil icon.

Can be created by users of following user types Lists the user types that can create the current user type.

Inactive user types are greyed out.

Permission to create user types is reciprocal. For example, if user type Manager can create user type Dispatcher, user type Dispatcher can create user type Manager.

Allow access via Manage When enabled, users of the current type can use the Manage module. Either this or the Allow access via Mobility box must be checked for any of the options on the Screen Configuration tab to be available.
Allow access via Mobility When enabled, users of the current type can use the Mobility interface. Either this or the Allow access via Manage box must be checked for any of the options on the Screen Configuration tab to be available.
Allow legacy access via API using user login and password. When enabled, users of the current type can use the system via APIs. This option is used for backward compatibility only. New customers must configure the access using application credentials.  
API access permissions are configured using selected application Select the Application that provides API permissions to the users of the selected user type. Create an Application and configure API permissions in the Applications screen.
Maps When enabled, the user can access the Map View on the Activities, Quota, and Resource Work Zones screens.  
Enable GPS Telemetry in Mobility When enabled, the user's geopositioning information can be collected directly from the user's device.  
Allow inventory move via chat In addition to chat functions, allows the user to transfer inventory via chat.  
Allow image sharing via chat In addition to chat functions, allows the user to share images via chat.  
Allow activity move via chat In addition to chat functions, allows the user to transfer activities via chat.  
Allow access to required inventory When enabled, the Mobility user is able to access the Required inventory functionality and perform all related actions. The Required Inventory permission for Manage is implemented as visibility for the Required Inventory tab in the Add activity or Activity details context.
Enable Smart Location alerts in Mobility When enabled, the user can receive alerts on their mobile device whenever any compliance issues have occurred and have been identified by the SmartLocation module.  
Parts Catalog When enabled, the user can search for particular spare parts in the catalog using the standard search function.  
Allow activity deletion in Manage When enabled, the user can delete an activity together with canceling it. Otherwise, a canceled activity remains in the system.  
Ignore work zones/work skills mismatch on activity move When enabled, the user can move activities to resources with work zones and/or work skills not matching those of the activity.  
Allow action time adjustment in Manage When enabled, the user can manually adjust the time of activity actions in Manage. Otherwise, the action time is logged as the current time.  
Allow activity move from non-scheduled pool to scheduled one When enabled, the user can convert a non-scheduled activity to one that is scheduled.  
Allow activity reorder inside the route When enabled, the user can change the position of an activity in the route.  
Allow next activity selection on Complete in Mobility When enabled, the user completing an activity in Mobility can select the next activity to start. Otherwise, only the next activity in the route can be started.  
Allow repeating/mass activity creation in Manage When enabled, the user can create mass and repeating activities.  
Allow activity reschedule/move to non-scheduled pool When enabled, the user can move an activity to a different date or make it non-scheduled.  
Allow activity move between resources When enabled, the user can move an activity from one resource to another  
Allow access to non-scheduled pool in Manage When enabled, the user can access the pool of non-scheduled activities and perform actions to them.  
Display and allow adjustment of Travel Time remaining in Mobility When enabled, the Travel Time Countdown is displayed in Mobility and the user can adjust travel time in Mobility. Available values are: 5, 10, 15, 30, 45 minutes, 1 hour, 1 hour and 30 minutes, 2, 3, 4 and 8 hours.  
Display Activity Time remaining in Mobility When enabled, the activity work progress countdown is displayed in Mobility.  
Allow resource tree rearrangement in Manage When enabled, the user can change the position of resources in the resource tree.  
Allow working calendar changes in Mobility When enabled, the user can modify the working calendar of the resource.  

Screen Configuration tab

The following table describes the fields available on the Screen Configuration tab:
Setting Description Notes
Manage Includes the contexts used in Manage  
Mobility Includes the contexts used in Mobility  
Collaboration and Identifiers Includes the contexts used in Collaboration and the entity identifier contexts  

Restrictions and Filters tab

The following table describes the fields available on the Restrictions and Filters tab:
Setting Description Notes
Hide all activities Determines if the users will or will not be able to access any activities in the system after a certain time. When enabled, the administrator also has to set the time after which the activities are to be hidden.  
Hide activity fields Determines if the users will or will not be able to access certain activity fields after a certain time. The fields to be hidden are defined in the Field restrictions context accessible by clicking the Activity fields link. When enabled, the administrator also has to set the time after which the activity fields are to be hidden.  
Filters restricting visible activities Defines whether the users of the current type will be able to view the entire routes or only some activities. Setting the visibility restrictions requires proper configuration of the applicable filters.  

Screen-configuration settings

Screen-configuration settings define the screens, windows, pop-up windows and other elements visible to a certain user type. They also support the context layout editor, in which the content, arrangement, and visibilities of each context are set.

The Screen configuration tab contains the list of all contexts available in Oracle Field Service Cloud. All contexts are split into three sections that correspond to their location in the system:

  • Manage: The contexts used in Oracle Field Service Core Manage Cloud Service.

  • Mobility: The contexts used in Oracle Field Service Mobility Cloud Service.

  • Collaboration and Identifiers: The contexts used in Oracle Field Service Collaboration Cloud Service and the entity identifier contexts.

The Screen configuration tab is active when the Allow access via Manage and/or Allow access via Mobility options are enabled for the user type. The same settings also influence the availability of the screen configuration sections. If the Allow access via Manage option is disabled for the user type, the Manage section will be collapsed and inactive. The same is true for the Allow access via Mobility option.

The list of settings is organized hierarchically and shows relationships between different contexts. All context names are links to the context layout editor screen. The following figure shows the Screen configuration tab:


This figure shows the Screen Configuration tab, which includes settings that are organized hierarchically and shows relationships between different contexts.

Note: Any screen configuration settings made in the Manage or Mobility sections will be retained if the Allow access via Manage or Allow access via Mobility option is disabled afterwards for the user type. If access is allowed again, the same screen configuration settings apply again for the user type.

Links to new (not edited) or empty contexts are shown in red, while links to edited contexts are shown in blue. If you remove all elements from a context, its link color changes from blue to red to indicate that the context is now empty. If you create a user type without copying the settings of another user type, all contexts are shown in red. When configuring screens for a user type, the Context layout structure page provides an indicator to show that a property is configured. When you add an item to the Layout structure column of the page, it appears in red until you add visibility to the field. After you define a visibility for the item, it is no longer highlighted in the Layout structure column.

Note: You can add or remove the Collaboration Group and Operator of Helpdesk properties from the context layout structure of the Add/Edit User context for each user type. After you update the properties in the Add/Edit User context, select a user from the Resource Settings, Users screen and click Modify to view the updated properties.

The hierarchy of contexts starts from the Main menu items context defining the main menu items available or unavailable for the current user type. The configuration of the Main menu items context defines the menu bar elements visible or hidden for a particular user type. Each menu bar element opens a certain screen and, therefore, provides access to its functionality. If a certain screen has been made available for a user type, all users of such type will have access to the entire functionality implemented on that screen. Similarly, if a screen has been made unavailable for a user type, all users of such type will not be able to use the functionality implemented on that screen.

Changing the visibility of the Message Scenarios menu item to Read-write allows the user to view and edit all elements of a message scenario. With the Read-only visibility, they can only view them. The following figure shows the Settings tab of the View scenarios step, which was set as read-only in the Screen Configuration screen:


This figure shows the Settings tab of the View scenarios step, which was set as read-only in the Screen Configuration screen.

The links to contexts are connected with arrows showing the relation between the contexts. Hovering the mouse over an arrow highlights it in red for better visibility. The following figure shows a highlighted arrow, which means you are hovering the mouse over that arrow:


This figure shows a highlighted arrow, which means you are hovering the mouse over that arrow.

Click a link to open the Context layout structure screen and define the fields and actions of the context, and their visibilities for the user type. You can copy a context layout to another user type if the other user type uses the same or slightly modified layout of the same screen or window. For this purpose, the Context layout structure screen has the Copy to button, which opens the list of all user types in the system.

For Mobility contexts of the form type, the link leads to the Visual Form Editor screen allowing the user to edit context layouts in an easier and more transparent manner. You can delete the default Read/Write visibility on the sections and tabs in the Visual Form Editor. Additionally, Read/Write visibility is not added after migration. When the visibility condition for a property is mandatory and the property value is cleared, the value is set to null and the visibility is selected.

If the screen configuration of the current user type is shared with one or more other user types, such user types will be preselected in the Copy to list. If the user type selected in the list shares its screen configuration with other user types, such user types will be automatically selected as well. The current context layout will be applied to the selected user types. In this case it replaces the previous context layout settings, if any.

When a context layout is copied for another user type, only the current context is copied while the rest of the screen configuration remains unchanged. When a context layout is copied, two separate identical context layouts are created. Each layout can be edited independently causing no changes in the other one. However, if the destination screen configuration is shared with other user types, the current context layout will be copied to all user types sharing the same screen configuration.

Context layout copying is confirmed with the message, Layout has been successfully copied. Closing the Context layout structure screen returns the user to the User types screen.

The Mobility section shows the contexts used in Mobility and their relations. The Print Route layout has a set of pre-defined fields that cannot be modified. Any properties configured in the layout editor will be appended to these fields. The predefined fields are: ETA, Work Type, Work Order, Service Window, Account Number, Name, Address, ZIP/Postal Code and Phone. The following figure shows the Mobility section with its contexts and relations:


This figure shows the Mobility section with its contexts and relations.

The Collaboration and Identifiers section contains the contexts falling under two groups:

  • Identifiers: Includes the identifier contexts for activity, inventory and service request

  • Collaboration: Includes all contexts related to the Collaboration module, as shown in the following figure:


This figure shows the Collaboration and Identifiers section with its contexts and relations.

Note: Text formatting such as modifying the text size, bold/non-bold, italic, or coloring or properties is not supported in Oracle Field Service Core Manage Cloud Service.
If the user type is created as a copy of another user type and the screen configuration is shared, the message, Screen configuration shared with: {User type} displays on the Screen configuration tab. When the screen configuration is shared with another user type, the same set of settings is used for both user types, and both user types refer to them simultaneously. A shared screen configuration means that all context layouts and their visibilities are similar for all user types sharing them. If the screen configuration is modified for one of the user types, the same changes will immediately apply to all other user types sharing it.

The Change action link allows selecting a different source of the screen configuration for the current user type. In this case the current user type is dissociated from the shared screen configuration. Three options are available:

  • Use Screen configuration of {User Type}: The screen configuration is shared with one or more user types. Only one set of configuration settings exists, and any changes of the screen configuration of one of the user types causes similar changes of the screen configuration of other user types. In this case sharing is inherited, that is, if the user type selected for sharing already shares its screen configuration with other user types, the same screen configuration will be used for all of them. The note underneath advises the user about the user types sharing the same screen configuration.

  • Create Screen configuration as copy of {User Type}: the screen configuration is copied from another user type. In this case two independent sets of settings are created, and any changes apply only to the user type for which they are made. The note underneath advises the user about the user type whose screen configuration will be copied.

  • Create empty Screen configuration: The current screen configuration is cleared. Only the settings of the current user type are cleared. If the screen configuration had been shared with or copied from another user type previously, it is disconnected and a new independent screen configuration is created. The note underneath advises the user that only the screen configuration of the current user type will be cleared.

If a user type has an independent screen configuration, it can be replaced with another by sharing or copying the screen configuration of another user type. All user types with screen configurations not related to those of other user types have the Copy/share screen configuration link. This link leads to the same screen configuration options as are offered for changing the current screen configuration. However, as the current screen configuration is not used elsewhere in the system, selecting any option will remove it permanently. The note warns the administrator that the current configuration will be lost.

Configure the header

The application includes two distinct themes—a classic style and a modern style. The modern style theme is called Vanilla and it displays icons in the header region for the most frequently accessed screens. It has a menu to the left of the screen, which provides access to the remaining screens. The classic style theme displays tabs with text. The following image shows the Vanilla theme user interface with the left pane, hamburger icon, and the header regions marked 1, 2, and 3 respectively:
This figure shows the Vanilla theme user interface.
This topic describes how to configure the header.

Procedure
  1. Click Configuration > Themes..

  2. Click Set default in the Vanilla theme row.

  3. Click Configuration > User Types.

  4. Select the user type that you want to modify (you can also select the one that you are using). Click Screen configuration.

  5. Click Main menu items. The Context layout structure screen appears.

  6. In the Dispatch section, reorder the menu items as required. The first item in the list becomes the Home page and gets the Home icon. The application displays only four icons before the ‘|’ marker, regardless of the number of items you place in the Dispatch section.

  7. Click Close and refresh the browser. The newly configured theme and the icons appear.

Edit Context Layout Screen

Use the Context Layout Screen to configure the fields that appear on the Oracle Field Service Core Manage Cloud Service screens.

Procedure
  1. Click Configuration > User Types. The User Types screen appears.

  2. In the left pane, select the user type for which you want to edit the context layout.

  3. Click Screen Configuration.

  4. Expand Manage, Collaboration and Identifiers, or Plugin API.

  5. Click the screen for which you want to edit the context layout. For example, click Add activity/Activity details. The Context layout structure for the selected screen and the selected user type opens. On this screen, you can add or edit properties, actions, tabs, columns, and sections. Properties appear as fields and actions appear as buttons. Tabs, columns, and sections define the structure of the layout. You can also configure visibilities to properties and define the conditions under which the visibility settings are effective.

  6. Follow these steps to add a property:

    1. Click the Click to add button. The Add property dialog appears.

    2. Select the property that you want to add and click OK.

  7. Follow these steps to configure the visibility for the newly added property:

    1. Click Add new visibility. The [property name] visibility screen appears.

    2. Select the access mode.

    3. To add a condition for visibility, click Add new condition. The corresponding fields appear.

    4. Select a property, select the condition, select the additional condition if available, and then click the tick mark. For example, the condition can be equal, not in, empty, and so on. If you have selected the property as activity status and the condition as equal, the additional condition can be suspended and pending.

  8. Follow these steps to add an action:

    1. Click the Click to add button under Actions. The Add action dialog appears.

    2. Select the action that you want to add and click OK. After adding the action, set visibility for it. Visibility is not set by default, so you must configure it for every field and action that you add.

  9. Follow these steps to add a tab:

    1. Click a property and click Group. The Add to group dialog appears.

    2. Enter the name of the group.

    3. Select one of the following options and then click OK:

      Option Description
      Section Select this option to start a new section or block.
      Tab Select this option to start a new tab with the name provided earlier.
      Predefined tab Select this option to include a predefined tab. Select the tab from the Tab type drop-down list. Predefined tabs are the tabs available in the application by default.

  10. Follow these steps to add a column or section:

    1. Select a property or an action and click Add marker.

    2. In the Add marker dialog, select End of column or End of section.

    3. Click OK.

Visual Form Editor

The Visual Form Editor is used to configure context layouts in the Mobility application for each user type. After configuring the context layout, you must select the Allow access via Mobility check box for each user type to view the Mobility context in the application.

The editor enables you to configure the following entities, when available, for each form:
  • Fields: Displays properties that are relevant for the selected context or that belong to a specific entity.

  • Actions: Displays actions that are relevant for the selected context or that belong to a specific entity.

  • Special elements: The following options are available:

    • Add Text: Enables you to add text to the section of a form.

    • Section and Tab: Contains the selected fields and actions from the Fields and Actions objects.

You can define Visibility settings for each object of the form. Values with identical visibility settings are grouped and the grouping happens after the settings are saved. Also, using the Translations section, you can translate the text that displays on each object to any of the supported languages.
By default, the Visual form editor displays the following elements:
  • Header: Displays the selected actions from the Actions object.

  • Footer: Contains the default Dismiss and Submit buttons for a form. You can only define visibility settings for the Submit button.

  • Submit and Dismiss buttons: Indicates the button that is visible for all forms in the Mobility application.

Default values and validation rules

You can configure string and integer fields to include default values and validation rules. This helps when your business needs some fields to be populated by default and some fields to be calculated automatically, based on the value of another field. The fields that you configure here are applicable only to Oracle Field Service Mobility Cloud Service. Further, this function is allowed only for `string`, `int` and `enum` custom properties.

You can configure the fields and properties in the following ways:
  • Add a default value: A default value is an auto-calculated value of a field or property. This value is based on certain business rules and is dependent on the values of other fields and properties. The default value is represented as formula filled in the corresponding configuration field. For example, when a property is filled with a specific value, another property is filled with the current date or time.

  • Add a validation rule: A validation rule is a restriction based on certain business rules and is dependent on the values of other fields and properties. A validation rule is represented as a formula filled in the corresponding configuration field. For example, the value entered for a property (property A) falls within a specific range (between values of property B and property C).

  • Use a formula for configuring the visibility and the value visibility: The formula is based on certain business rules and is dependent on the values of other fields and properties. The formula for the visibility of the field and its value must be filled in the corresponding configuration field. It's possible to transform an existing visibility configured through a constructor to a formula. The application uses this formula for calculating visibility as the primary path and visibility from the constructor as the secondary path. For example…

Limitations

The following limitations exist for default values and validation rules:
  • Work skills and work zones are not supported for default values and validation rules.

  • Custom properties with the "Geolocation element" GUI is not supported for default values and validation rules.

  • The following limitations are applied to the configuration of expressions:
    • 2000 characters for configuring default values

    • 2000 characters for configuring validation rules

    • 4950 characters for configuring visibility as an expression

Supported screens

You can configure default values and validation rules only on the following Activity and Inventory screens for Oracle Field Service Mobility Cloud Service:
Screen Label
Edit/View activity mobile_activity_details
Cancel activity mobile_cancel_activity
Delay activity mobile_delay_activity
End activity mobile_end_activity
End prework mobile_end_prework
Not done activity mobile_notdone_activity
Add activity mobile_set_activity
Start activity mobile_start_activity
Start prework mobile_start_prework
Suspend activity mobile_suspend_activity
Add/Details inventory mobile_add_details_inventory
Deinstall inventory mobile_deinstall_inventory
Install inventory mobile_install_inventory
Send/View activity request mobile_activity_request
Add/View inventory request mobile_inventory_request
Add/View resource request mobile_provider_request
Edit Required Inventory mobile_add_edit_required_inventory

Supported fields

You can configure default values and validation rules only on the following fields:
Property name Property label Type Entity GUI
Account Number customer_number field activity text
Activity Type aworktype field activity combobox
Address caddress field activity text
Appointment Number appt_number field activity text
City ccity field activity text
Customer Email cemail field activity email
Customer Mobile Number ccell field activity phone
Customer Phone Number cphone field activity phone
Duration length field activity text
Inventory Type invtype field inventory combobox
Name cname field activity text
Points apoints field activity text
Quantity quantity field inventory text
Serial Number invsn field inventory text
Service Request Type srtype field service request combobox
State cstate field activity text
Time Slot time_slot field activity text
ZIP/Postal Code czip field activity text

Calculation order

The result of a configured expression is calculated in the following order:
  1. Value (Number, String, variable, function, expressing in round brackets)

  2. Special operators (BETWEEN, IN, CONTAINS)

  3. Unary operators (NOT, -)

  4. Multiplicative operators (*, /)

  5. Additive operators (+, -)

  6. Comparison operators (=, <>, <, >, <=, >=)

  7. Logical operator AND

  8. Logical operator OR

Configure default values and validation rules

When you configure fields on the Visual Form Editor, you can add a default value or a validation rule for fields and properties, and use formulas to configure visibility and visibility value.

Procedure
  1. Click Configuration.

  2. Click User Types in the Users, Security, Integration section.

  3. Click Screen configuration.

  4. Expand the Mobility section and click the screen that you want to modify.

  5. Select the field for which you want to add a default value or a validation rule. If the field is not added to the context layout, drag it from the left pane and drop it in the right pane. By default, the field is assigned with a visibility of Read-Write (RW).

  6. Follow these steps to change the default visibility:

    1. Click Add New in the Visibility section. The Visibility settings dialog appears.

    2. Select the required option in the Access mode section.

    3. If you want to change the visibility based on a condition, add it in the Conditions section. You can add a formula to determine the condition for visibility. The conditions entered here if any, are given priority over visibility inherited by the field or property.

  7. Follow these steps to add a default value or a validation rule:

    1. Expand the Default value and validation section.

    2. Enter a value in the Default value field.

    3. Enter a validation for the value in the Validation field. You can use arithmetic operators, comparison operators, or functions to form the validation rule.

  8. Click Save. The details are saved and enforced when a user edits the corresponding screen the next time.

Language expressions

The language containing operators and functions is used for configuring default values, validation rules, and visibility of fields and properties.

The language is described in the following table:
Argument Description Usage pattern Use in
      Default rules Validation rules Visibility
Variables, entities, and properties
this Value of current element this > 100 No Yes No
entity.property entity.`label` Value of property of entity. Use for wrapping labels with spaces. activity.aworktype = 1 Yes Yes Yes
White spaces and comments
[space], [tab], [line break] Assuming multiple white spaces as single space. Assuming white space as separator. this + 100 Yes Yes Yes
/* Any comment */ Assuming comment block as single white space. activity.PROP_A1 > 77 /* 77 - is predefined parameter */ Yes Yes Yes
Logical operators (case sensitive, operands will be converted to Boolean)
OR Logical disjunction a OR b Yes Yes Yes
AND Logical conjunction a AND b Yes Yes Yes
Unary operators
NOT Logical not (operand will be converted to Boolean) NOT (a AND b) Yes Yes Yes
Arithmetic inversion (operand will be converted to Number) - activity.PROP_A1

this * (- activity.PROP_A2)

Yes Yes Yes
Equal Comparison Operators (case sensitive for Strings). Operands will be converted to String
= Equal to a = b Yes Yes Yes
<> Not equal a <> b Yes Yes Yes
Comparison Operators (case sensitive for Strings). Use toNumber() for arguments if number comparison is needed.
< Less than a < b Yes Yes Yes
> Greater than a > b Yes Yes Yes
<= Less than or equal to a <= b Yes Yes Yes
>= Greater than or equal to a >= b Yes Yes Yes
Arithmetic Operators (all operands will be converted to Number, any arithmetic operation with Infinity/NaN returns Infinity/NaN)
+ Addition a + b Yes Yes Yes
- Subtraction a — b Yes Yes Yes
* Multiplication a * b Yes Yes Yes
/ Division

Division by zero: Division by zero returns infinity, which will be converted to "" (empty string).

a / b Yes Yes Yes
Additional Operators (case sensitive)
string CONTAINS needle Return true if `string` contains `needle` (operands will be converted to String) this CONTAINS "A0"

activity.PROP_A1 CONTAINS concat("-", this)

NOT activity.PROP_A2 CONTAINS activity.PROP_A3

Yes Yes Yes
value IN (value1[, value2, [, valueN]]) maximum 1000 arguments Returns true if `value` is equal to any `value1`...`valueN` (value will be converted to String) this IN (1, 2, 3, 4)

activity.PROP_A1 IN ("value1", "value2")

NOT activity.PROP_A2 IN ("value1")

Yes Yes Yes
value BETWEEN (min, max) Returns true if `value` is equal to `min`, equal to `max` or between them. The same as: value >= min AND value <= max (operands will be converted to Number) 1 BETWEEN (0, 100)

NOT 200 BETWEEN (99, 100)

Yes Yes Yes
Functions (case sensitive)
if(condition, value1, value2) Function which returns value1 argument if condition is true and value2 argument if condition is false (condition will be converted to Boolean) if(activity.PROP_A1 > 0, 1, 0) Yes No No
now(string) Returns current date in required format. View corresponding section for details now("yyyy-MM-dd HH:mm:ss") Yes No No
toNumber(value) Formatting object to required number format toNumber(activity.PROP_A1)

toNumber("123.45")

Yes Yes Yes
toString(value) Formatting object to string toString(activity.PROP_A1)

toString(123.45)

Yes Yes Yes
concat(string1, string2 [... ,stringN]]) maximum 20 arguments Concatenate strings (all operands will be converted to String) concat(this, "#", activity.PROP_A1) Yes Yes Yes
toLowerCase(string) String to lower case (operand will be converted to String) toLowerCase(activity.PROP_A1) Yes Yes Yes
toUpperCase(string) String to upper case (operand will be converted to String) toUpperCase(activity.PROP_A1) Yes Yes Yes
empty(value) Returns true if `value` is undefined or empty string or NaN or Boolean, false in all other cases empty(activity.PROP_A1)

NOT empty(activity.PROP_A2)

Yes Yes Yes
Type conversion
The following table describes the types of data used for validation rules and the way the application converts them:
  Number String Boolean NaN Infinity Undefined