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.
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.
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
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.
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.
How to Host a Plug-In
If your plug-in consists only of HTML, CSS, and JavaScript files and doesn't contain server-side files, then you can upload it in Oracle Field Service Cloud. No additional hosting is required. The plug-in framework handles the communication between the hosted plug-in and Oracle Field Service Cloud. You can host a maximum of 10 plug-ins per instance.
Prepare the plug-in for upload.
Upload the plug-in.
Use it in an action link
Move between instances
Modify
Rollback to a previous version
Delete
Preparing a Plug-In for Upload
The plug-in must be in a specific format to be uploaded. If not, you cannot upload it, you must host it elsewhere.
You must upload a ZIP archive of the plug-in files.
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You can upload only the files of following types:
.html
.css
.js
.jpg
.jpeg
.png
.gif
.svg
appcache
You can organize files in sub-directories, but you must have the "index.html" file in the root folder.
Each file can be a maximum of 1 MB and the total size of the compressed archive must be less than 500 KB.
You can have a maximum of 10 files or directories in the archive.
Working Offline
You can create the plug-in to work offline using the Application Cache functionality, which is specified in HTML5 specification (section "5.7 Offline Web Applications").
<html manifest="manifest.appcache">Do not add this line if your plug-in is intended to work only online. Each version of the uploaded plug-in is hosted in a separate directory. If you use the application cache functionality, the browser considers each new version of the plug-in as a separate offline application. Further, by default the browser doesn't clean up the application cache of the previous versions of the plug-in. So, do not create too many versions of the plug-ins on the production instance.
Upload a Plug-In
You must upload the plug-in archive to use it as a hosted plug-in.
Creating the name of the plug-in.
Uploading the plug-in archive.
Manage Uploaded Archives
After uploading a plug-in archive, you might want to modify it, download it, or delete it.
Use in an Action Link
To be able to use a hosted plug-in, you must first add it to an action link and then add the action link to a screen using Visual form editor. In other words, the name of the plug-in created in the Hosted plug-ins screen is added to an action link in the Add action link screen.
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... |
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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.
Understanding Activity Type Details
This topic describes the fields available on the Add Activity Type screen.
Field | Description |
---|---|
Activity type info section | |
Label | Unique identifier. |
Name | User-friendly name that appears in the interface. Enter the name in English and in all the languages that are active in the application. |
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 | . 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:
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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:
When the Multi-day activity feature is enabled, the following activity type features are disabled:
|
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.
|
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 ( ). |
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.
|
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.
|
Allow repeating activities | When selected defines if activities of this type can be recurrent.
|
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.
|
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.
How Activity Duration Is Calculated
Activity duration can be either defined manually or calculated using statistics that are obtained from learned durations.
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
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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: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.
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.
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.
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
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.
Pre-Calculated Travel Statistics
Travel statistics are based on the actual durations reported by field resources. As such, new customers and existing customers expanding into new operating areas will not have actual durations in the application. With this release, the application will use pending activities to derive estimated durations. Using this method improves travel durations at the time of optimizing routes and moving activities.
Get the list of activities and their locations.
Estimate the probability of travel in future between each pair of ’Activity travel stats fields' (Travel Keys). The travel probability is calculated for all Travel Key pairs within the same travel area.
Calculate travel durations. The travel durations are calculated only between keys that share a common travel area.
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Sort Travel Key pairs in descending order.Note: Travel Keys that have existing learned travel are excluded from the estimation process.
Estimate a maximum of 5,000 pairs based on the sorted list.
Only activities that have the address resolution to the level of 'Address' are considered for calculations.
Travel Keys that have at least (4) four activities are considered for estimation.
All activities belonging to the same Travel Key are considered to be in similar locations.
In the first cycle, the average travel duration within each Travel Key is calculated. This is done by selecting the corner most activities (based on x and y co-ordinates) within the Travel Key and the average distance between the locations. The Travel Keys are sorted in descending order of the number of activities, while sending the coordinates for calculation.
In subsequent cycles, the average travel time between different Travel Keys is calculated. Here, the sorting of Travel Key pairs is based on the number of activities present in both the Travel Keys involved.
Travel Key | Travel Area | Number of Activities |
---|---|---|
TK1 | TA1 | 100 |
TK2 | TA1 | 150 |
TK3 | TA1 | 200 |
TK4 | TA2 | 50 |
TK3-TK3 (within the same Travel Key)
TK2-TK2 (within the same Travel Key)
TK1-TK1 (within the same Travel Key)
TK4-TK4 (within the same Travel Key)
TK2-TK3 (between Travel Keys that share the same Travel Area)
TK1-TK3 (between Travel Keys that share the same Travel Area)
TK1-TK2 (between Travel Keys that share the same Travel Area)
Configure Business Rules
The Business Rules help you configure the application to suit your requirements. These rules are configured on the Configuration tab.
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.
How Geocoding Works
Oracle Field Service Cloud attempts to geocode a location using the address data that is provided when the activity is created.
Address (caddress)
City (ccity)
State (cstate)
Zip/Postal Code (czip)
Country (country_code)
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.
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. If you update an existing activity (with resolved coordinates) with a new country_code, the coordinates for the activity are reset to zero (acoord_x=0, acoord_y=0).
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 Map Layer
Map layers are layers that are added on top of a map. The layers may include the places of interest that are specific to your business. You can add 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. You can also add a layer for your work zone, which is visible to all users.
Review the following information before uploading shape files:
The shape file must be in a zip archive.
The shape file must be in the root of the zip archive, not inside any folder of the zip archive.
If more than one shape file is present in the root of the zip archive, the first shape file of the default zip archive reading sequence is processed and saved. The rest of the shape files are ignored.
When uploading a shape file using HTTPS, the following restrictions apply: WebLogic's default certificate validator does not accept certificates with wildcards (including Google Drive certificate).
SRID value should be a valid SRID.
A maximum of 2 GB is available for extracted shape file data that is uploaded and hosted in Oracle Field Service Cloud.
If a shape file contains a column with the name "SHAPE_AREA" (case insensitive), it is renamed as “SHAPE_AREA_".
It is recommended that you use shape files with compressed data size less then 50MB. The shape file data is extracted and stored in the browser memory (when showing to end user), so the size of the file may heavily influence the browser performance, including the inability to show the map layer.
It is not recommended to use polylines for work zones.
Display Work Zone Layer on the Map
After you add a Work Zone layer on the Business Rules screen, you can display it on the map. Before you display a layer on the map, you must select the shape identifier on the Edit Map Layer screen. The shape identifier helps you identify the shape when you are working on a different screen. For example, the shape identifier can be the internal serial number.
To select the shape identifier:
Click
.Go to the Map layers section.
Click Modify against the layer for which you want to add the shape identifier.
In the Edit Map Layer screen, select a value in the Shape Identifier drop-down list.
To display the Work Zone layer on the map:
Update Shape Properties
After you upload a shape, you can modify its properties such as visibility on the Map hint.
Assign Permissions to 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.
Delete a Map Layer
You can delete just a map layer or a layer with its associated shape files as well. You can delete the layer either using the metadata API or through the Business Rules screen.
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.
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.
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.
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:
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.
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.
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.
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.
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.
Modify a Capacity Category
Edit an existing capacity category as and when you need.
Delete a Capacity Category
Delete a capacity category when you no longer need it.
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.
Add or Edit Time Slots Within a Capacity Category
A Capacity Category can contain one or more time slot associations.
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.
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.
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.
Set Up Company Language
Manage the language setting specific to your company requirements.
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.
Add a Filter Condition
Use conditions to define the activity you are searching for.
Delete a Filter Condition
When a filter condition is no longer needed, you can remove it from the application.
Click Configuration. Click Filters from the Displays section.
Find the filter that has the condition you want to delete from and click the Conditions link.
Select the check boxes next to the condition that you want to delete.
Click Delete above the list of conditions.
Click OK.
Delete a Filter
When you do not need a filter anymore, you can remove it from the application.
Click Configuration. Click Filters from the Displays section.
Select the check boxes next to the filters that you want to delete.
Above the list of filters, click Delete.
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 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.
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.
Select your user name (for example, Admin) at the top right corner.
To modify the description of each UI element using placeholders:
To modify the description of each UI element using the in-context editor:
Export and Import Glossary Items
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.
Edit Property Descriptions for Multiple User Types
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.
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.
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.
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.
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.
Activate or Deactivate an Inventory Type
Inventory Type helps you distinguish between serialized and non-serialized inventory.
Click Configuration.
Select Inventory Types from the Resources, Activities and Inventories section of the menu.
Select the check box next to inventory type(s) that you want to activate or deactivate.
Click Activate or Deactivate.
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.
Login Policies
Login Policies determine the authentication method and options for users to access the application.
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.
Sample Metadata XML File
<?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.
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.
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.
Let us create a message scenario, Route Not Activated.
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:
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:
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.
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}.
Select the Start test message step from the Scenario steps section.
Select the Patterns tab.
Enter test start in the Subject field.
Enter start test activity started at {caddress} in the Body field.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Register the OAuth client application.
Configure the authentication.
Enable access to specific APIs for your application.
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.
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.
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 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 Support of time slots, and click Update.
. On the Activity Types screen, select the type of activity that you want to be considered for booking. Open the activity, selectCalculate 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 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.
. On theCalculate 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 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.
. On theSupport 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 Work Zone support in the General section. To select this option at the activity level, click . 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 and note down the field selected for Work Zone Key. Add this field with a Mandatory visibility in the Book new activity context layout.
. SelectSupport 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 Work Skill support in the General section. To select this option at the activity level, click . 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 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.
. SelectSchedule 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.
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.
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
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.
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:

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.
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:

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:

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:

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:

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 topic describes how to configure the header.
Configure the Main Menu in Mobility
You can configure the main menu in Oracle Field Service Mobility Cloud Service using the Main Menu screen context. The configuration affects the Supervisor view. The Manage, Maps, Calendars, and Resources menus are pre-configured for this layout and are available by default. When a user opens Oracle Field Service Mobility Cloud Service, the Manage item is always seen first even if there are no action links in the Main menu configuration and another action link is listed first in the main menu including a plug-in.
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.
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.
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.
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.
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.
Limitations
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
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
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 | |
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
Value (Number, String, variable, function, expressing in round brackets)
Special operators (BETWEEN, IN, CONTAINS)
Unary operators (NOT, -)
Multiplicative operators (*, /)
Additive operators (+, -)
Comparison operators (=, <>, <, >, <=, >=)
Logical operator AND
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.
Language Expressions
The language containing operators and functions is used for configuring default values, validation rules, and visibility of fields and properties.
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
Number | String | Boolean | NaN | Infinity | Undefined | |
---|---|---|---|---|---|---|
Number | — | 123 = “123” 1.5 >= “1.5” |
1 = True 0 = True -10 = True |
— | — | — |
String | “ ” — 0 “1asda” = 0 “1.5” = 1.5 “2,3” = 0 |
— | “ ” = False ”anything” = True “0” = True “False” = True |
— | — | — |
Boolean | True = 1 False = 0 |
True = “True” False = “ ” |
— | — | — | — |
NaN | NaN | “ ” | False | — | — | — |
Infinity | Infinity | “ ” | False | — | — | — |
Undefined | 0 | “ ” | False | — | — | — |
Processing Rules
This topic describes the rules based on which default values and validation rules are calculated.
Default value rules
Default value is always calculated for empty fields and properties.
Default value is not calculated for not-empty fields and properties.
Default value is recalculated every time a dependent field is changed, where dependent fields are fields used in the formula of the rule.
Default value is always calculated for empty fields and properties.
Default value is not calculated for not-empty fields and properties.
Default value is recalculated every time a dependent field is changed, when the dependent fields are used in the formula of the rule.
Default value stops calculated once it's manually changed on the open form.
Default value stops calculated once it's submitted with not-empty value.
Default value is not calculated for fields and properties with pre-filled values defined on the Action links configuration screen.
Validation rules
For read-only fields and properties: Not applicable to read-only fields
Are used for read-write fields and properties.
If a value of certain field or property does not match with the configured validation rule, then the form can be submitted.
Are applicable to mandatory fields and properties.
If a value of certain field or property does not match with the configured validation rule, then the form cannot be submitted.
For fields and properties where validation rules are not configured, the 'NOT empty' rule is automatically applied (current logic).
For fields and properties where validation rules are configured, the system uses that rules on the submission of the form. That is, if a validation rule states that a mandatory field 'IS empty' then it will be submitted without value.
Conflict Resolution
for read-only fields and properties, the form is submitted and warning a message is displayed
for mandatory fields and properties, the form is not submitted and an error message is displayed
Syntax
This topic describes the syntax to configure the default values and validation rules.
activity - prefix for activity properties/fields. Example: activity.PROP_A1
inventory - prefix for inventory properties/fields. Example: inventory.PROP_I1
resource - prefix for resource properties/fields. Example: resource.PROP_R1
user - prefix for user properties/fields. Example: user.PROP_U1
request - prefix for service request properties/fields. Example: sr.PROP_SR1
activity.PROP_A1 = 100 OR activity.PROP_A1 = 200 - is correct
activity.PROP_A1 = 100 or activity.PROP_A1 = 200 - is incorrect
"string expression"
"12345"
'single'
\' – To escape ‘ within single quoted string
\" – To escape “ within double quoted string
\\ – To escape the backslash
\n – To add line breaks between string
\t – To add tab space
\radasd => radasd
\x123 => x123
12345
6
Properties and Fields
activity.PROP_A1 = 25
activity.PROP_A1 <> activity.PROP_A2
inventory.`LABEL WITH SPACE`
Functions
Use functions in expressions in the format where the function's name is given first followed by the expression in brackets. Separate arguments by comma. All functions are case sensitive and must be used in the configuration as described in the "Language expression" topic.
toNumber("string expression")
if(activity.PROP_A1 > 10, 15, activity.PROP_A2 + 200)
toLowerCase(activity.PROP_A1) - is correct
tolowercase(activity.PROP_A1) - is incorrect
‘if’ function
The function consists of three attributes separated by comma. The function represents the following logic: if attribute 1 is <some value> then set <some value> else set <other value>. Example: if (activity.PROP_A1 > 0,15, activity.PROP_A2+200)
`now` function
DATE - now("yyyy/MM/dd")
DATETIME - now("yyyy/MM/dd hh:mm:ss tt")
TIME - now("HH:mm:ss")
`toNumber` and `toString` functions
toNumber("12345")
toNumber(activity.PROP_A1)
toString(1245)
toString(activity.PROP_A2)
'concat' function
concat("abc", 15,"cde")
concat(activity.PROP_A1,activity_PROP_A2)
`toLowerCase` and `toUpperCase` functions
toLowerCase("ABCD")
toLowerCase(activity.PROP_A1)
toUpperCase("abcd")
toUpperCase(activity.PROP_A1)
'empty' function
empty(activity.PROP_A1)
if(empty(activity.PROP_A1),1000,activity.PROP_A2 +200)
NOT empty(activity.PROP_A1)
Activity type groups
activity.awortype_group = "internal"
activity.aworktype_group IN ('customer', 'maintenance')
now Function Format
The 'now' function returns the date and time in the resource time zone.
Format Character | Description | Example |
---|---|---|
d | Day of the month, 2 digits | 1 to 31 |
dd | Day of the month, 2 digits, with leading zeros | 01 to 31 |
H | 24-hour format of an hour | 0 through 23 |
h | 12-hour format of an hour | 1 through 12 |
HH | 24-hour format of an hour, with leading zeros | 00 through 23 |
hh | 12-hour format of an hour, with leading zeros | 01 through 12 |
M | Numeric representation of a month | 1 through 12 |
m | Minutes | 0 to 59 |
MM | Numeric representation of a month, with leading zeros | 01 through 12 |
mm | Minutes, with leading zeros | 00 to 59 |
s | Seconds | 0 through 59 |
ss | Seconds, with leading zeros | 00 through 59 |
t | Short uppercase Ante meridiem and Post meridiem | A or P |
tt | Uppercase Ante meridiem and Post meridiem | AM or PM |
yy | A two digit representation of a year, with leading zeros | 17 |
yyyy | A full numeric representation of a year, 4 digits | 2017 |
z | The time zone offset | +0 to ±11 |
zz | The time zone offset, with a leading zero | +00 to ±11 |
zzz | The full timezone offset, with a leading zero | +00:00 to ±11:30 |
Configure a Form Using Special Elements, Actions, and Fields
Start and End actions.
Special element, Section
Name and Address fields.
Restrictions and Filters Settings
The Restrictions and Filters tab sets the restrictions on activities and fields visible to the users of the current type.
The Restrictions and Filters tab has two sections:
Field restrictions
Filters restricting visible activities
The Restrictions and Filters tab is shown in the following figure:

Options in the Field restrictions section define whether all activities and/or certain activity fields are to be hidden from the users of the current user type. There are two options in this section:
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 the Hide all activities option is enabled, the administrator must set the time after which the activities are to be hidden. Two options are available:
starting tomorrow: When selected, all users of the current type will only be able to access today's activities
starting day after tomorrow: When selected, all users of the current type will only be able to access today's and tomorrow's activities. No activities beyond the selected time will be visible to these users.
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 the Hide activity fields option is enabled, the administrator must set the time after which the activity fields are to be hidden. Two Hide all activity fields menu options are available:
starting tomorrow: When selected, all users of the current type will only be able to access the selected fields of today's activities
starting day after tomorrow: When selected, all users of the current type will only be able to access the selected fields of today's and tomorrow's activities. The restricted activity fields beyond the selected time will not be visible to these users.
Options in the Filters restricting visible activities section define whether the users of the current type will be able to view entire routes or only some activities. Setting the visibility restrictions requires proper configuration of the applicable filters.
To be used as a restriction on visible activities, a filter must be defined as applicable for activity in the Add Filter window. In addition, the Restriction on visible activities option must be selected. Clicking Add displays the User Types screen, where you can apply the current filter as a visibility restriction filter for the user type. The following figure shows the Add filter dialog with the Applicable for, Restriction on visible activities and the Go to User Types screen to apply the current filter as visibility restriction filter for user type fields highlighted:

The filters you add then display in the list of available filters in the Restrictions and Filters tab of the user-type configuration.
When a filter has been set for a user type, all users of such type will see only the activities defined in the filter settings according to the conditions set in the filter configuration.
The User Types section of the filter does not apply when setting restrictions on visible activities. The User Types section is inactive only when the Restriction on visible activities option is selected. However, it is used in configuring the filter to be used on List/Time/Map/Daily screens. The following figure shows the Filters menu:

When the List/Time/Map/Daily option is selected, the User Types section becomes active. The note in the User Types section suggests that the List/Time/Map/Daily filter will be applied for selected user types.
When a filter is defined as a filter for List/Time/Map/Daily for a user type, this filter will appear in the View window on the Activities and Daily screens for users of such type. The list will include only the filters configured as described above.
Adding Access Schedule Fields
To access the Access Schedule fields in Oracle Field Service Mobility Cloud Service, add the Access Schedule (access_schedule) and/or Access Hours (access_hours) fields to the appropriate display context. While Access Schedule can be added in Read-Only and Read-Write mode, Access Hours can only have the Read-Only visibility. In most of the contexts (including activity-related screens, lists and hints, with the only exception of Mobility → Activity details) the Access Schedule field also includes Access Hours if it is calculated.
Work with User Types
Create a User Type
Follow these steps to create a Oracle Field Service Cloud user type.
Delete a User Type
You can delete a user type only if there are no users assigned to it.
You must be logged into Oracle Field Service Cloud as an administrator.
Exporting User Types
User types are exported together with all their settings, such as associated resource types, user types from which users can create or be created by the exported user type, permissions, context layouts, and filters.
The following actions are available on the Export user types window:
Select all: Exports all user types existing in the application.
Clear all: Clears any previously selected user types.
The search field at the top of the window allows you to filter the list by entering a search string. All items are exported under their labels. Clicking Export creates an XML file containing the data of the user types you selected. If you have not selected any user type, the error message Nothing to export displays.
Importing User Types
The system of user types can be imported from an XML file. An imported system replaces the existing user types system, if any.
Validation messages are as follows:
Successfully imported: The user type is imported successfully.
Imported with warnings:
One or more entities is invalid, but the user type is imported.Not imported: The user type is missing critical data and has not been imported.
During the import process, a progress window displays the following information:
A number in the Import column means that the number of imported items differs from the number of validated items.
A green check mark means that the number of validated items is identical to the number of imported items.
The User type import details window displays the details of all successfully imported user types, user types imported with warnings, and user types that were not imported.
Managing User Types
How you configure and manage user types and individual users is dependent upon user-type settings.
User-type settings affect the user-management process. You should consider the following points when configuring user types and individual users:
These settings allow the user logging in under this user type to open the Users screen and manage users.
A user having access to the Users screen can see the list of all users existing in the system. However, the user can modify only the users of types defined under Can create users of the following user types. Users of other types have no action links and cannot be included in group actions (that is, no check boxes are available to them).
If no user types have been defined in the Can create users of the following user types section, the user can see the users list but cannot modify existing user settings or add new users.
A user is always related to one or more resources. The choice of resources for creating a new user is affected, on one hand, by the Assigned resource types setting in the User Type configuration and, on the other hand, by the Users can be created at the level of this resource feature of the resource type.
When creating a new user type, the User Type field contains the list of user types defined in the Can create users of the following user types field of the current user type.
Manage Users
You must first configure several user-type settings, so that a user type can create and manage other users.
On the General tab, do the following:
In Can create users of the following user types, select all the user types from which users can be created.
In Access settings, ensure that the Allow access via Manage option is enabled.
On the Screen configuration tab, do the following:
Ensure that the Main menu items context includes the Users screen with the read-write visibility.
Ensure that the Company Configuration context includes the User Types screens with the read-write visibility.
Managing Your Own User Type
Any user can change his or her user type.
You can change your user type when you configure the My Display context layout so that it contains the User Type field with read-write visibility. However, the available options include only the user types defined in the Can create users of the following user types field of the current user type, and your own user type must be among the user types selected in the field. Otherwise, the User Type field appears as read-only, even when its visibility has been defined as read-write. The following figure shows the My Display screen that lets you change the user type:

User Groups and User Permissions
User Groups and User Permissions are part of the tools used to manage Oracle Field Service Cloud Collaboration Cloud Service functionality settings.
User Groups are used to create roles, structure, and assign permissions. The user group list displays name and membership information, group description, and status. The User Permissions section provides a list of users that have access to Oracle Field Service Cloud Collaboration Cloud Service. For more information about User Groups and User Permissions, see the Oracle Field Service Cloud Collaboration Cloud Service User Guide.
Work Schedules
Create and Delete Work Schedules
Work schedules are templates made up of a combination of shifts (working time) and non-working times. When grouped as a work schedule, these shifts can be applied all at once to a bucket or to an individual resource.
Add Shifts to a Work Schedule
After you have created a work schedule, you can add the shifts and non-working times that will be included in the overall period of time.
Add Non-Working Time to a Work Schedule
In addition to shifts, you may apply non-working time to certain work schedules. This could accommodate work schedules that include non-standard work time such as four-day workweeks or even holidays that occur on the same day every year. Keep in mind that many of the non-working reasons (illness, bereavement, etc.) tend to be used more frequently on a one-off basis for individual resources as days off occur.
About Work Skills
Work skill is the job-specific skills necessary to perform an activity. These act as a defining criteria to match activities with the resources.
The expertise of a resource
The expertise required to perform an activity
You must create the work skills and then assign them to the resources and work skill conditions.
Create a Work Skill
Work skills are client-specific sets of skills or competencies required of their resources to perform their assigned activities.
Work Skills | Team Holder | Team Member 1 | Team Member 2 |
---|---|---|---|
WS0 - Maximal WS1 - Maximal WS2 – No Sharing WS3 - Minimal WS4 – Summary |
WS0 (100) WS3 (100) G: [WS3 (10), WS4(10)] |
G: [WS0 (1),WS1 (1),WS2 (1) , WS3 (1), WS4 (1)] | WS4(10) G: [WS0(20), WS2(20)] G: [WS0(30), WS2(30)] |
WS0(100) - Maximal(100, 1, 30)
WS1(1) - Maximal(0, 1, 0)
WS2(0) – No Sharing (0, 1, 30), team-holder doesn't have this skill
WS3(0) - Minimal(100, 1, 0)
WS4(21) – Summary (10, 1, 10)
Delete, Activate, or Deactivate a Work Skill
You cannot delete a work skill that is currently assigned to at least one resource. You can set the active/de-active status at any time.
Temporary Work Skills
Determine the skills required to perform an activity and the skills of the technicians. Based on these technician skills activities are assigned to perform.
This feature allows you to set up a date range during which a skill is considered actual. These settings are part of the work skill settings of a resource and define the period during which the resource is considered having a certain skill of a certain level. This feature is helpful when some skills require periodic certification, some equipment is available for limited time only and if a planned maintenance is scheduled which requires special skills.
If no work skills have been explicitly assigned to a resource, the resource is assumed to permanently have all work skills configured in the system with the maximum ratio. If any work skills have been assigned, the resource has only those work skills with the specified ratios.
Define a Temporary Work Skill
Set up the assignment period for each work skill or work skill group assigned to a resource. When a work skill or work skill group is selected for a resource, its start and end dates can be defined in the calendar.
Edit Work Skills
Update the work skills of a resource along with the assignment periods and work skill ratios. You can also delete the work skills of a resource.
Work Skill Conditions
To ensure that a resource has the ability to perform subsequently assigned activities, a correlation must be made between incoming activity skill requirements and the skills specified for each resource. The Work skill functionality is what that correlation is based on. Work skills are set up first, and then are assigned to resource records, with the appropriate levels of qualification set for each.
The application assigns as many work skills to an activity record as there are conditions found.
If multiple works skills are assigned to an activity, then the same list of skills must be associated with a resource record in order for that resource to be considered for that job.
If required and preferred skill levels are used to define Work Skills and conditions, then routing matches activities to available resources with equal or higher qualifications of the skills as it determines who should be assigned which activities.
Create a Work Skill Condition
A work skill condition correlates incoming activity skill requirements with the skills possessed by resources. Work skill conditions are used to determine which activities are assigned to which resources.
Work Skill Groups
Create a Work Skill Group
You can bundle selected work skills into work skill groups; this creates greater ease and flexibility for assigning skills to resources. You can continue to assign individual work skills along with work skill groups, creating a more accurate resource work skill record. Work skill groups must also be defined to be used for capacity categories, if different work skills must consume quota from a single capacity category.
Delete a Work Skill Group
You can bundle selected work skills into work skill groups; this creates greater ease and flexibility for assigning skills to resources. You can continue to assign individual work skills along with work skill groups, creating a more accurate resource work skill record. Work skill groups must also be defined to be used for capacity categories, if different work skills need to consume quota from a single capacity category.
Work Zone
A work zone is the defined geographical area within which a resource can perform activities. Work zones are defined within the work zone dictionary, and are then assigned to resource records.
A temporary work zone is a work zone that is not a resource’s typical work zone, but that is assigned to the resource for a specific period of time. Temporary work zones override a resource's regularly assigned work zones. A work zone key consists of a field (or combination of fields) and length-specific values, that when identified within an activity record, determines which work zone gets associated with that activity. You can view, add, and modify work zones from the Work Zone screen.
Routing assigns activities to resources taking into account the work zones of those resources and assigning only those activities that are within his or her work zone.
Add a Work Zone
Work Zone is unique to each company and reflects how geographic regions are divided for more effective and efficient routing.
View Work Zone
Work Zone is unique to each company and reflects how geographic regions are divided for more effective and efficient routing. The keys that define zones can be anything with geographic relation – a zip code, address portion, network items (nodes, sub-nodes…), map grids, or even geo-coding.
Modify a Work Zone
After you create a Work Zone, you cannot delete it, but you can activate or deactivate it. You can also modify the work zone by changing the name, or by adding or removing locations from it.
Modify a Work Zone Key
A work zone key helps you identify a work zone with a short name. The work zones that you create are automatically assigned with the key or convention that you define in the Work Zone Key dialog. By default, City is the work zone key in the application.
Export and Import Work Zones
You can export and import Work Zones to move the information between two instances. You can export and import Work Zones either through API or through the user interface. The Export and Import buttons available on the Work Zones screen.
Work Zone export XML structure
When you export Work Zones, an XML file is generated. This topic provides a sample structure.
<?xml version="1.0" encoding="UTF-8"?> <workZones formatVersion="1" productVersion="16.8.0"> <workZoneRules> <rule field="ccity" collation="case insensitive" length="4" order="0" /> </workZoneRules> <items> <item status="active" travelArea="sunrise_enterprise" workZoneLabel="ALTAMONTE SPRINGS" workZoneName="ALTAMONTE SPRINGS"> <keys> <key>alta</key> </keys> <shapes> <shape>cass</shape> <shape>gene</shape> </shapes> </item> <item status="active" travelArea="sunrise_enterprise" workZoneLabel="TEX" workZoneName="TEXAS"> <keys> <key>andr</key> <key>colo</key> <key>kerm</key> <key>lubb</key> <key>midl</key> <key>odes</key> </keys> <shapes> <shape>wint</shape> <shape>port</shape> </shapes> </item> <items> </workZones>