13Managing Resources

About Managing Resources

Field managers can manage the resources under their supervision by monitoring their routes and progress, and by viewing and editing a resource’s information.

The following resource information is available to view and edit:

Important: Edit functionality is available only if permissions have been configured to allow it.
  • Resource information (including ID, phone, number, email address, and status)

  • Resource calendars

  • Work zones

  • Work skills

  • Locations

Note: A user must be associated with more than one resource in order to access any resource data. If associated with only one resource, a user will immediately access his or her route and its normal actions.

The Manage (time view) screen displays the resources in the selected group. Resources are listed alphabetically, together with their routes, and the activities in the routes are displayed as bars that are colored-coded according to their status. Travel time, idle time, and their duration, are also shown.

The Maps option displays a map showing routes, positions, and locations of all resources in the group, as well as activities not assigned to any resource, and resources nearby.

The Calendars option displays a screen showing an overview of all resources' calendars. (This is similar to the Daily screen in Oracle Field Service Core Manage Cloud Service.) Information about working, non-working, and on-call time assigned to the resources is available.

The Resources screen displays the list of resources in hierarchical order, their photos or initials, email addresses, external ID’s, etc. You can use the filter criteria present on the screen like Resource Types, Status, etc. to view the resources.

About Resource Information

The Resource Info screen is a dashboard for field managers that displays an overview of a resource’s data, and allows them to edit any of the information listed.

When you click This figure shows the resource-information icon, represented by a drawing of a person with an information icon. in the resource hint on your web browser, the Resource Info screen displays. This figure shows the Resource Info screen that contains general information about a resource.

This figure shows the Resource Info screen.

The screen contains the following blocks of information:

  • General information (includes basic information about the resource, such as name, photo, e-mail address, and phone number)

  • Additional information (includes time zone, time format. and date format)

  • Locations (contains the list of locations assigned to the resource)

  • Resource Calendar (shows the resource's work schedule for the month; if no working calendar has been specified for the selected resource, shift information is calculated according to the parent resource calendars or default company calendars, and the calendar can be shifted one month earlier or later by tapping the left or right arrow)

  • Work skills (includes a resource’s work-related skills and their level of expertise with those skills)

  • Work zones (contains the work zones assigned to the resource; work zones assigned for the current day are color-coded)

Note: The data blocks that display on the Resource Info screen correspond to the resource settings that are configured in Oracle Field Service Core Manage Cloud Service. For example, if no locations or work skills have been defined for a resource, the Locations and Work Skills blocks will be hidden.

You can edit the information that displays in each block on the screen by tapping or clicking the block’s title to access a number of dialog boxes.

Click Manage in the top-left of the Resource Info screen to return to the Manage screen

You can search for a resource using Name or External ID in the Group Details screen. Search is performed within the sub-tree you were looking at before starting the search.

  1. Click or tap on a group name in the Manage section.

  2. Click or tap the pencil icon in the top-right corner of the Groups section.

  3. To open the Group Details screen, click or tap the pencil icon present next to the Group name.

  4. In the Group Details screen, enter at least two characters in the Search text box present at the top-right corner of the screen. The search results are displayed in alphabetical order.

The following information is displayed for each resource:
  • Resource’s Photo or Initials

  • Resource’s Name

  • Resource’s External ID

Note: If two users are linked only by teamwork and do not have any association with each other, then the users will not have access to each other's resource information. Also, when a supervisor user switches to the team holder’s queue through Assists to option, the Resource Info option is not available.

Favorite Resources

When you create the Favorites group in the Oracle Field Service Core Manage Cloud Service interface, it is automatically created and displayed in under the Supervisor view.

The Favorites group:
  • Has a star next to it

  • Is part of other managed groups

  • Has the same characteristics as a managed group

  • Has the same resources in both the interfaces

Other characteristics:
  • If you add a new resource to Favorites in , it appears in Oracle Field Service Core Manage Cloud Service. The reverse is also true.

  • If you remove a resource from Favorites in , it is removed in Oracle Field Service Core Manage Cloud Service as well. Or, if you remove the Favorites group in , the Favorites group and all its resources are removed in Oracle Field Service Core Manage Cloud Service as well. The reverse is also true.

  • You can rename the Favorites group in and the group still displays the star and behaves as a Favorites group.

Mark a Resource as Favorite

Favorites provides quick access to the Bucket, Field Resource, Organization unit, Tool or Vehicle that are important to you.

The Administrator must configure the Resource hint screen context for the required User Type with the Set as favorite and Remove from favorites actions. If you are using the Oracle Field Service Mobility Cloud Service interface, ensure that you have created the Favorites group in the interface.
To mark a resource as Favorite:
  1. Click the resource that you want to mark as Favorite in the resource tree.

  2. Click Set as favorite in the resource hint.

    A star appears next to the resource in the resource tree. A group by name Favorites is created at the top of the resource tree, and the favorite resource is added to it.
  3. To remove a Favorite resource, click the resource and click Remove from favorites in the resource hint.

About Viewing List of Resources

You can view the list of resources on the Resources screen

The screen lists resources in hierarchical order, their associated organizational unit or bucket, photos or initials. In addition up to six properties are displayed based on the order defined in the Mobility – Resource Info context layout. You can use the pre-defined filters like Organization, Org Unit, Resource Types, and Status to find resources. The number present next to the filters indicate the resources that are available for the filter criteria.


This figure shows the list of resources based on selected criteria.

You can search for a resource using the search box, which narrows the list but does not change the filter criteria.

Add a Resource

You can add a resource from the Resources screen.

  1. Select the Resources option from the menu.

  2. Click This image shows the add icon present in the Resources screen.icon present on the top-right corner of the screen.

  3. In the New Resource Info page, provide the following mandatory information:

    • Name of the resource

    • Resource type — Select the type of resource from drop-down list.

    • User type — Select the User Type from the drop-down list.

    • Time zone – Select a time zone with which the resource will be associated with

    • Time format – 12 hr format or 24 hr format

    • Date format – Choose one format

    • Long Date format - Choose one format

    • Login – Enter the login the resource will use to access the system

    • Password – Enter the password the resource will use to access the system

    • Message Language - Select a language from the drop-down list

    • OrgUnit – Select the Organizational Unit where the resource should be added

  4. Click Submit. A new resource and user will be added.

    Note: In order to add a new resource, the following fields should be configured with a read-write visibility in the Mobility – Resource Info context:
    • Name (pname)

    • Time zone (time_zone)

    • User Type (user_type_id)

    • Resource type (ptype)

    • Time format (ptime_fid)

    • Date format (pdate_fid)

    • Long Date Format (sulong_date_fid)

    • Login (ulogin)

    • Password (password)

    • Message Language (planguage)

About Editing Resource Information

A field manager can review and revise a resource’s employee information, as well as information about work skills, work zones, work locations, and calendars.

From the Resource Info screen, tapping or clicking the title in any of the information blocks displays dialog boxes in which you can add, change, or delete information specific to that block. Alternatively, you can use the Action menu to edit the resource information and also perform other activities.

This figure shows the Action menu using which you can edit the resource information.

Note: If two users are linked only by teamwork and do not have any association with each other, then the users will not have access to each other's resource information.

Information block: Information you can view and edit: Associated screens and/or dialog box(es):
General information (name of the resource)
  • Name

  • External ID

  • Phone

  • Email address

  • Status (active or inactive)

  • Resource type

  • Message language

  • Time zone

  • Time format (12- or 24–hour)

  • Date format

Screen
  • Edit Resource Info

Additional information
  • Name

  • External ID

  • Phone

  • Email address

  • Status (active or inactive)

  • Resource type

  • Message language

  • Time zone

  • Time format (12- or 24-hour)

  • Date format

Screen
  • Edit Resource Info

Locations
  • Daily locations

    • Start

    • End

    • Home

    • Days

Screen
  • Locations

Dialog box
  • Daily Locations

  • Location assignment

    • Day

  • Start

  • End

  • Home

Screen
  • Locations

Dialog box

  • Location Assignment

  • Shared locations (view only)

Screen
  • Locations

  • Resource locations

    • Label

    • Address

    • City

    • ZIP/Postal Code

    • State

    • Latitude

    • Longitude

Screen
  • Locations

Dialog box

  • Add Location

Resource Calendar
  • Shift

    • Overnight

    • First

    • Second

    • Non-working time

    • Custom working time

  • Number of repeating days

  • Reason for non-working time

  • Time frame for custom working time

  • Points assigned to custom working time

Screen
  • Resource Calendar

Dialog box

  • Add Location

Work Skills
  • Work skills

  • Level of expertise

  • Temporary skill? (yes/no)

Screen
  • Resource Work Skills

Dialog boxes

  • Add work skill

  • Edit work skill

Work Zones
  • Work zones

  • Ratio

  • Temporary? (yes/no)

  • Start date

  • End date

  • Recurrence

  • Days between occurrences

Screen
  • Work Zones

Dialog boxes

  • Add Work Zones

  • Edit Work Zone

About Changing Resource Locations

A field manager can change a resource’s default start, end, and home locations, and add new locations to existing ones.

To edit the resource location, the field manager can click or tap the Locations link from the Resource Info screen. Alternatively, the field manager can use the Action menu from the Resource Info screen to access the resource location. The field manager can perform the following tasks on the Locations screen:

  • Click or tap the pencil icon to add the start, end, and home locations for specific days or for an entire week

  • Click or tap a day of the week to specify location assignments for that day

  • Click or tap the plus sign to add new locations to an existing list of locations

  • View shared locations (cannot be edited)

Change a Resource’s Location Temporarily

You can define the start and end locations and the home zone center, for a week day and for any date. The locations for the selected dates are used in all types of routing including bulk, immediate, and urgent routing, and for calculating resource queues as well.

  1. Click the hamburger menu and click Resources.

  2. Select the resource for which want to update the location.

  3. Click the Locations tile.

  4. Go to the Override Daily Locations section.

  5. To add an override, click the plus icon.

    The Override Daily Location dialog appears.
  6. Select the start location, end location, and home location.

  7. Select the date for which you want to override.

    You can select any date in the future for up to 1085 days.
  8. Click Submit.

    An override is added for the selected date. Temporary locations older than 90 days are deleted automatically.
  9. To cancel an override, click the minus icon.

About Updating a Resource’s Calendar

If necessary, a field manager can update the calendar of any resource in the group.

To edit the resource calendar, the field manager can click or tap the Resource Calendar link from the Resource Info screen. Alternatively, the field manager can use the Action menu from the Resource Info screen to access the resource calendar. The field manager can perform the following tasks on the Resource Calendar screen:

  • Click or tap in any calendar cell to open the editing dialog box
    Note: When no calendar has been set, the fields in the dialog box are blank.
  • Select a shift and the number of days for which that shift applies

  • Indicate if the shift is regular or on-call:
    • Regular/On-call button (toggles between the two options and indicates if the resource's working calendar is regular or on-call; always displays the non-selected value)

    • Regular/On-call drop-down list (contains all shifts of the selected type created for the company; when any shift is selected, the Regular/On-call button is disabled, meaning that you cannot set the other calendar type without saving or dismissing your current selection)

      Note: A telephone icon in a calendar cell indicates an on-call shift. Once created, an on-call shift cannot be deleted. You can, however, change it to a non-working or custom shift.
  • Select the number of days for which the calendar is applicable (the default value is “1”)

  • Specify the reason for a non-working time; for example, holiday, vacation, illness, and so on

  • Set the custom working time, start and end times for the custom calendar, and the number of points that correspond to it (if points are not used, the field does not display)

Any updates you make to a resource's calendar that result in a change in the working-time duration also updates the total figure in the header.

About Updating Resource Work Skills

A field manager can add and assign a work skill to a resource, and specify a level of expertise for that skill.

To update the resource work skills, the field manager can click or tap the Work Skills link from the Resource Info screen. Alternatively, the field manager can use the Action menu from the Resource Info screen to edit the resource work skills. The field managers can perform the following tasks on Resource Work Skills screen:

  • Click or tap the plus sign to select one or more new work skills and add them to a resource’s list of skills

  • Drag the slider to indicate the level of expertise (ratio) the resource has with the new work skill

  • Indicate whether the new work skill is temporary or permanent

  • Click or tap the work skill name or ratio bar and drag the slider to change the level of expertise for an existing work skill

  • Click or tap the minus sign to delete an existing work skill

About Updating Resource Work Zones

A field manager can assign specific work zones to a resource.

To update the resource work zones, the field manager can click or tap the Work Zones link from the Resource Info screen. Alternatively, the field manager can use the Action menu from the Resource Info screen to edit the resources work zones. The field manager can perform the following tasks on Resource Work Zones screen:

  • Click or tap the plus sign to select one or more work zones from a predefined list and add them to a resource's list of work zones

  • Specify work zone details:
    • Drag the slider to adjust the probability (ratio) of a resource being assigned activities in a work zone

    • Indicate whether the new work zone is temporary or permanent

    • Select a start date

    • Select an end date

    • Indicate if the work zone occurs daily or weekly

    • Specify the number of days between occurrences

  • From the Resource Work Zones screen, click or tap a percentage to adjust the probability slider

  • Click or tap the minus sign to delete an existing work zone

About Work-Zone Shapes

When any work zones are assigned to a resource, their shapes are displayed in the Work Zones block of the field manager’s Resource Info screen.

A work zone is the defined geographical area within which a resource can perform activities. Work-zone shapes serve as visual representations of work zones on the map, and as a tool for yet more subtle definition of work zones. For example, if a company chooses to define its work zones by city names or postal codes, the work zones may be rather large. You also can divide a work zone into smaller geographic areas by attaching several shapes to it, allowing two teams to work in one work zone – one team in one “shape”, and a second team in another.

You use the Work Zones configuration feature in Oracle Field Service Core Manage Cloud Service to define work-zone shapes by entering the identifiers – usually ZIP codes associated with a particular work zone – into the Work Zone Shapes field on the Edit work zone window.

Once configured, work-zone shapes display on the Resource Info screen in Oracle Field Service Mobility Cloud Service.


This figure shows a map with work-zone shapes as displayed on the Resource Info screen.
Note: Blue indicates that a work zone is active; grey indicates that it is inactive.

About Team Maps

Team maps display routes, positions, and locations of all resources in the group.

Clicking Maps on the Manage screen displays the team map.

The following data displays on the map:

  • Resources’ routes

  • Resources’ current locations

  • Start and end point of each resource displayed only when you select each resource separately.

    Note: A group map does not show the start and end points.
  • Home zone of each resource

  • Map layers (for example, the locations of gas stations and pipelines). If the Google maps service is enabled at the time of setting up the instance, the satellite view layer icon is shown.

Each team map has the following characteristics:

  • Each activity is marked with the color corresponding to the activity status

  • The status color codes are the same as those used to mark activities in the resources' routes

  • Each activity is marked with the color corresponding to the activity status

  • Routes are shown as differently colored lines, each representing a particular resource

  • Activities belonging to a route have borders of the same color as the route, making it easier for the user to identify activities of the same route

  • Clicking an activity marker opens the hint with the activity details

  • Clicking Details displays the Activity details screen of the corresponding activity

  • Clicking a resource marker opens a resource hint

You also can display a map showing only the resources’ locations. To do this, click the Layer icon in the lower-left corner and ensure that only the Resource layer is checked.

This figure shows the layer icon that is located in the lower-right corner of a map

In addition, clicking an activity on the Manage screen displays a hint that includes a thumbnail map of corresponding resource’s current location.