4Oracle B2B Service Configuration

This chapter contains the following:

If the work order setup tasks don't appear in the Service offering, expose them with the following steps. If they're already exposed, you can skip this section.

Note: You must have a role that contains the following privileges to perform this task:
  • Setup and Maintain Applications

  • Setup Service

  • Setup Service Work Order

To expose the integration setup tasks:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Change Feature Opt in link

  2. Select the Enable check box for the Work Order.

  3. Click Done.

    • You're returned to the Service Setup window.

    • Notice that Work Orders now appear in the Functional Areas list.

  4. Click Work Order.

    • The three required setup tasks are displayed.

    • To view additional optional tasks, change the Show list of values to All Tasks.

Expose the Service Logistics Parts Order

If you're using Service Logistics, you must expose the Service Logistics Parts Order in Functional Setup Manager.

Note: You must have a role that contains the following privileges:
  • Setup and Maintain Applications

  • Setup Service

  • Setup Service Work Order

To expose the Service Logistics Parts Order region and Service Request Work Order Parts Order tab, do the following:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Change Feature Opt-in

  2. In the Service row, click the Edit icon in the Features column.

  3. Click the Enable icon for Service Logistics Parts Order.

  4. In the Feature Name: Service Logistics Parts Order window: select the following:

    • Service Request Parts Order check box to enable only part orders (no field service work order).

    • Service Request Work Order Parts Order check box for both parts and work orders.

  5. Click Save and Close.

  6. Click Done.

  7. Click Done on the Opt In page.

The Service Request Parts Order region and tab now appear on the Work Order page. Refer to the Getting Started with Service Logistics Cloud Implementation guide to continue setup of Service Logistics.

Expose Work Orders to Users

Follow this procedure when you have completed setup for work orders and you're ready to expose work order views to the user.

Note: You must have a role for the following privileges:
  • Setup and Maintain Applications

  • Setup Service

  • Setup Service Work Order

To expose Work Order to users do the following:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Change Feature Opt in link

  2. Click the Edit icon for Features in the Work Order row.

  3. Expand Service Work Order.

  4. Select the Enable check box in the Service Work Order row to expose Work Orders from the Springboard.

  5. Select the Enable check box in the Create Service Work Order row to expose Work Orders from the Navigator and in Service Requests.

  6. Click Done.

The work orders are now available to users through Service Requests, the Navigator, and from the Springboard.

Enable Installed Base Assets for Service Requests and Work Orders

If you're an Oracle Cloud customer that uses Installed Base Assets for processes such as Supply Chain, Service Logistics, Service Contracts, or IOT, you can opt-in to use the same asset model for your service request and work order processes.

Once you opt-in, the Installed Base Asset fields can be added to the Service Request and Work Order page layouts in Application Composer. From here, the installed base asset ID can then be passed to downstream processes such as Field Service or Service Logistics.

Enable Installed Base Assets

To opt in, do the following:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Change Feature Opt in link

  2. Click the Features icon for Service in the first row.

  3. Select Enable for Manage Assets Using Common Asset Model.

  4. Click Done.

  5. Click Done on the Opt In page.

Note: This is a global setting where you choose whether to use Installed Base Assets or the default Asset object for the Service Request and Work Order process. You can't use both asset objects in B2B Service so you should carefully consider the impact if you have requirements to support asset management outside these processes. For example, Installed Base Asset doesn't currently support sales processes in CX Sales and B2B Service and has limited support for extensibility.

Manage Work Order Integrations

Use the Manage Work Order Integrations task to manage the work order types for work orders corresponding to activity types in Oracle Field Service.

Note: You must have a role that contains the following privileges to perform this task:
  • Setup and Maintain Applications

  • Setup Service

  • Setup Service Work Order

Prerequisite

Before adding the work order types, add the activity types in Oracle Field Service. The label property from the activity type, which is a unique field, is used in work order types to connect a work order type to an activity type.

Work Order Type Configuration

Add and update the types of work orders you're using on the Manage Work Order Integrations page. Enabled work order types appear in the drop-down list for agents when they create a work order.

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Work Order

    • Task: Manage Work Order Integrations

  2. Select the row in the Work Order Integration table for the integration where you want to manage the types.

  3. Select the Type subtab in the Details region.

  4. Add and update types of work orders.

    The following table shows the columns on the Work Order Types page with descriptions.

    Column Required Description

    Activity Type Code

    Yes

    Value of the label property from the corresponding Oracle Field Service activity type.

    Work Order Type Code

    Yes

    Unique code for a work order type.

    Work Order Type

    Yes

    Value that's visible to the user in the work order.

    Manual Duration

    Yes

    Value of zero or greater sent to Oracle Field Service when creating a work order. Based on the corresponding activity type property setting, this value is either used or ignored when estimating the duration to perform the activity.

    Display Order

    No

    Determines the sort order of the work order types on the work order page.

    Description

    No

    General description of the work to be performed.

    Enable

    N/A

    Determines if the work order type is displayed in the work order page drop-down list.

  5. Select the Enable check box for work order types you want to use.

    Work order types can't be deleted. If you aren't using a work order type, disable it by deselecting the enable check box on the Manage Work Order Types page. Agents can't see disabled work order types when they create work orders.

  6. Click Save and Close.

Managing work order statuses is optional. This activity maps work order statuses to Field Service statuses.

Note: You must have a role that contains the following privileges to perform this task:
  • Setup and Maintain Applications

  • Setup Service

  • Setup Service Work Order

To manage work order statuses:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Work Order

    • Task: Manage Work Order Integrations

  2. Select the row in the Work Order Integration table for the integration where you want to manage the statuses.

  3. Select the Status subtab in the Details region.

  4. Change the status codes to your preference.

  5. Click Save and Close.

The following table shows the parts of work order statuses.

Column Editable Description

Status Code

No

Predefined status code. Work order status codes can't be added or deleted.

Status

Yes

Status that appears on work orders in B2B Service.

Status Category

Yes

Options are:

  • Canceled

  • Closed

  • Open

Category which an agent can filter work order statuses when querying work orders from the work order tab.

Description

Yes

Description of the status. This description doesn't appear anywhere outside of the setup task.

The following table shows predefined values for work order statuses.

Status Code Status Status Category Description

ORA_SVC_WO_CANCEL_SUBMITTED

Cancel Submitted

Canceled

A cancellation request was submitted for the work order.

ORA_SVC_WO_COMPLETE

Complete

Closed

The field service activity was completed.

ORA_SVC_WO_NOT_DONE

Not Done

Closed

The field service activity wasn't completed. Create a new work order and schedule work to continue another day.

ORA_SVC_WO_CANCELED

Canceled

Canceled

The work order and field service activity were canceled.

ORA_SVC_WO_SUSPENDED

Suspended

Closed

The field service activity is delayed and the work continues later in the day.

ORA_SVC_WO_PENDING

Scheduled

Open

A field service activity was created and is now scheduled.

ORA_SVC_WO_STARTED

Started

Open

The field service activity is in progress.

ORA_SVC_WO_SUBMITTED

Submitted

Open

A work order was submitted to Field Service to create a field service activity.

The work order cancel process automatically attempts to cancel any part orders associated with a work order when a user tries to cancel the work order. You can select the work order statuses where you want the cancellation process to be enabled.

If part orders can't be canceled, a user can still cancel the work order and those part orders are handled through reverse logistics.

To enable the cancel process:

Setup and Maintenance

  • Offering: Service

  • Functional Area: Work Order

  • Task: Manage Work Order Integrations

  1. On the Manage Work Order Integrations page, select the row for the work order integration where you want to enable the cancel process.

  2. On the Status tab in the Details region, select the Enable Cancel Process check box

    for any of the items with a status category of canceled.

    If the status is anything other than canceled, the Enable Cancel Process check box is disabled.

  3. Click Save and Close.

The Manage Service to Field Service Integration setup consists of the following configuration components:

  • Integration Configuration: The point-to-point call to the Oracle Field Service Capacity API that's used to retrieve the list of work order areas and the date and time slots for the scheduler on the work order create and edit pages.

  • Configuration: The options available to configure the UI scheduler object used to select a requested date and time slot when creating or rescheduling a work order.

Note: You must have a role for the following privileges:
  • Setup and Maintain Applications

  • Setup Service

  • Setup Service Work Order

Integration Configuration

To configure the integration configuration in Functional Setup Manager:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Work Order

    • Task: Manage Service to Field Service Cloud Integration

  2. If the Enable Integration check box is selected, deselect it to enable editing.

  3. Enter the API Base URL for field service integration.

    To find the API Base URL: In Field Service, navigate to Configuration and click About in the General section The API Base URLis the API's URL you see on the About page.

  4. Enter the User Name: ics_fsvc_ofsc.

    The user name is the same as the Client ID from the Application you created in Oracle Field Service.

    Refer to the Register a New Application section in the Oracle Field Service Configuration chapter of this guide.

    Caution: The user name must be entered exactly as shown in lower case letters.
  5. Enter the Company Name.

    To find the Company Name: In the Field Service configuration click About in the General section. The Company Name is the Instance you see on the About page.

  6. Enter the Password

    The password is the same as the Client Secret from the Application you created in Oracle Field Service.

    Refer to the Register a New Application section in the Oracle Field Service Configuration chapter of this guide.

  7. Click Verify Connection to connect to Field Service.

    Caution: The connection must be verified before you can enable the integration.
  8. Select the Enable Integration check box.

  9. Complete the Scheduler Configuration region before saving the setup task.

  10. Click Save and Close.

Scheduler Configuration

The scheduler contains the information users see on the calendar availability for scheduling service. The following two tables show the scheduler legend.

Scheduler Cutoff Availability Color Shown on Calendar

High Cutoff

All times above this cutoff threshold show on the scheduling calendar as available time slots.

White

Low Cutoff

Times equal to or less than this cutoff show on the scheduling calendar as unavailable time slots.

Red

Scheduler Cutoff Color Shown on Calendar

Any times above the low cutoff up to the high cutoff.

Yellow

No quota was defined in Oracle Field Service

Gray

Resolution due for staying in compliance with the SLA

Blue

The Current Day Buffer can be set so that an agent can't book within a set time frame. For example, if a time slot is available at 3pm and you don't want an agent to book service for a two-hour time slot before 3pm, then set the buffer to 120 minutes. This blocks the agent from scheduling time from 1pm to 3pm.

Set the Scheduler Start of Week to the day your business week begins. This sets the schedule calendar to begin with the day your business week begins. For example, if your business week begins on Sunday, the calendar starts with Sunday and goes through the following Saturday.

In the Configuring the Manage Work Order Profile Options task, you set the profile options for work orders. There are three predefined profile options.

Note: You must have a role that contains the following privileges to perform this task:
  • Setup and Maintain Applications

  • Setup Service

  • Setup Service Work Order

To set the profile options:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Work Order

    • Task: Manage Work Order Profile Options

  2. Optionally, make changes.

The following table shows predefined work order profile options.

Profile Option Default Value Explanation

SVC_WO_NUMBER_FORMAT

0000000000

Sets the formatting for the work order number. The work order number increments from the set value. The default value is ten zeros. The value can be changed.

Note: This format overrides the format identified in the RADIX for the Manage Public Unique Identifier Sequence Generation.

SVC_ENABLE_AUDIT_IN_WO

No

Exposes the audit feature tab on the Work Order detail page so users can view the Work Order audit records.

SVC_WO_FIELD_SERVICE_OPT_IN

No

Turns the work order functionality on and exposes work orders to users.

Note: This profile option is visible in all releases, however if you're implementing Field Service in later releases, you should use the Change Feature Opt-in link to turn on the work order functionality. See the procedure for Exposing the Work Order Integration Setup.

Note: The default prefix for work orders is CDRM. To change the prefix for work orders, do the following:
  1. In the Setup and Maintenance Work area, go to the following:

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Task: Manage Public Unique Identifier Sequence Generation.

  2. Click the Add Row icon.

  3. Select Work Order from the Object Name drop-down list.

  4. Enter the prefix for the work order. For example, WO.

Tip: The maximum length of both prefix and format combined is limited to 30.

Manage Integration Messages

Preconfigured integration messages tell users about integration status, warnings, or errors specific to synchronized records with other applications.

You can manage preconfigured integration messages and add new integration messages. For example, you can change the text of an error message to include a contact number for your internal help desk.

Manage Preconfigured Integration Messages

To manage integration messages:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Work Order

    • Task: Manage Integration Messages

    Note: If you disable a message, the message no longer appears in the Detail Work Order page.

Add Integration Messages

Using Message Codes

There are two ways you can update the record using the message code:

  • Using Oracle Integration Prebuilt Task flow

    You can use integration flows in Oracle Integration to set the message code on the work order.

    For example, to add a new message saying the activity was successfully created: Create a message, then update the field WO_INTEGRATION_MSG_CD on the work order record in the OIC prebuilt flow.

  • Using Object Workflow

    You can also use Object Workflow on a create or update. Set the message to a specific message code there.

    For example, to add a new message saying the activity was successfully created: Create a message, then update the field FS_ACTIVITY_ID on the work order record in the OIC prebuilt flow.

To add an integration message:

  1. Click the Add icon in the Manage Integration Messages window.

    Notice the Message Category type for the new message is Customer-defined.

  2. Enter the title, type of message (error, information, or warning), the text for the message, and the message code.

  3. Select Enable to enable your new message.

  4. Add more messages as necessary.

  5. Click Save and Close.

About Configuring Time Zones for Oracle Field Service

You must set up the Managing Time Zones and make sure it's in sync with time zones in Oracle Field Service. If time zone codes aren't in sync, the user gets an error and can't create work orders.

Create a B2B Service Integration User Account

All inbound requests from Oracle Field Service to B2B Service are routed through Oracle Integration. To make the update in B2B Service, Oracle Integration initiates the SOAP APIs for B2B Service that are exposed in the Oracle CX Sales and B2B Service Catalog.

To initiate the Oracle CX Sales and B2B Service Catalog, you must create a unique user called the Integration User Account user.

Note: To do this task, you must have the IT Security Manager job role.

Create the Integration User

First, create the new user:

  1. Sign in to Oracle CX Sales using administrator privileges.

  2. Using Navigator, navigate to My Team > Users and Roles.

  3. In the Manage Users page, click Create.

  4. Complete the fields as shown on the following table.

    Field Value

    Last Name

    SERVICE_APP_ICS_ID

    Email

    Enter a valid email.

    Hire Date

    Enter the current date.

    User Name

    SERVICE_APP_ICS_ID

    Person Type

    Employee

    Legal Employer

    Select a valid legal organization from the list of values.

    Business Unit

    Select a valid business unit from the list of values.

  5. Click Save and Close.

Caution: Unless you don't intend to make changes to the prebuilt integration in Oracle Integration, Oracle requires that you use the user name SERVICE_APP_ICS_ID to connect from Oracle Integration to Oracle Fusion because it's used for echo suppression in the prebuilt integration flows. If you use a different user name, you must modify the prebuilt integration flows in Oracle Integration for echo suppression to work.

Create the SOA Operator Job Role

Now that the user is created, you create the new job role:

  1. Using Navigator, select Security Console in the Tools section.

  2. Click Create Role.

  3. Complete the fields as shown on the following table.

    Field Value

    Role Name

    SVC Soa Operator

    Role Code

    SVC_SOA_OPERATOR

    Role Category

    CRM - Job Roles

  4. Navigate to the Role Hierarchy train stop and click Create Role.

  5. Search for the SOA operator role and click Add Role Membership.

  6. Click Close.

  7. Navigate to the Summary train stop and verify the SOA operator role shows up in the Role Hierarchy section.

  8. Click Save and Close.

  9. Click OK on the confirmation message.

Assign Job Roles and Setting Password for Integration User

Users must be associated with roles and privileges in Oracle Authorization Policy Manage APM on the Oracle Elements Server

  1. Using Navigator, navigate to the Users tab in Security Console.

  2. Search for the SERVICE_APP_ICS_ID user.

  3. Open SERVICE_APP_ICS_ID and click Edit.

  4. Click Add Role.

  5. Search and select Customer Service Representative.

  6. Click Add Role Membership.

  7. Search and select Employee.

  8. Click Add Role Membership.

  9. Search and select Resource.

  10. Click Add Role Membership.

  11. Search and select SVC SOA Operator.

  12. Click Add Role Membership.

  13. Click Done.

  14. Click Save and Close.

  15. Click Reset Password.

  16. Update the password then click Reset Password.

  17. Click Done to sign out of the Security Console.

The Integration User is now set up and is used in the Oracle Integration User connection to Oracle B2B Service. To verify the integration user was set up correctly, sign in to Oracle B2B Service using the user credentials.

Create the Credential Store Framework (CSF) Key for Connecting to Oracle Integration

To use the Oracle Integration based integration of Oracle B2B Service and Oracle Field Service you must first create a CSF key which stores credentials which allow Oracle B2B Service to access Oracle Integration.

Prerequisite

Before creating the CSF Key for connecting to Oracle Integration, the OIC User must first be created.

Create the CSF Key

Here's how you create a CSF key:

Note: You must have SOA Designer application role to sign in and perform the following task.
  1. Access Oracle SOA Composer at the following location: http://hostname:port/soa/composer. The hostname:port can be determined by signing in to Oracle B2B Service and copying the first part of the URL and replacing the "hostname:port" section of the SOA Composer URL.

  2. Click Manage Security.

  3. Complete the fields as shown on the following table. The values are located in the email you received when OIC was provisioned.

    Field Value

    csf-key

    <Oracle Integration Identity Domain>

    User Name

    <User Name from Oracle Integration User>

    Password

    <Password from Oracle Integration User>

    Confirm Password

    <Password from Oracle Integration User>

  4. Click Register.

The CSF Key is created.