2Dispatcher Activities

How the User Interface is Organized

This section provides an overview of the screens, sections, and features that you can use to accomplish daily activities.

  • The resource tree organizes all the elements of your configuration — both personnel and equipment — into hierarchical groupings usually based on geographic location.

  • Expand those groups and select a resource from the tree and the application will display that resource's schedule in the work area.

  • Take that display down another level in the Lower Work Area where workloads can be reviewed and tasks dragged and dropped from one resource to another.

  • Menu Tabs run across the top of the grid giving you access to other parts of the application, such as Reports and Configuration.

    Vanilla Theme

    The Vanilla theme displays header icons to access the most frequently used screens in Manage and Mobility. All other themes use the classic look, which is, using tabs with words instead of icons and no navigation (hamburger) menu.

    You can configure the header icons for your choice of the most frequently used screens. However, remember that only four icons will be shown regardless of the number of icons you choose. You can access the remaining screens by clicking the hamburger icon in the top-left corner, next to Oracle logo. The four header icons are separated from the icons for search, collaboration, and user by a marker ‘|’. The search, collaboration, and user icons appear on the right of the | marker. You can configure the menu in the Configuration > User Types > Main menu items screen. The following figure shows the Vanilla theme header:
    This figure shows the Vanilla theme header. It has the left pane with links to all the screens, the hamburger icon to access the left pane, and the header with icons to access the most frequently used screens.
    The legends are:
    1. Menu items, which can be hidden or opened

    2. Hamburger icon (next to Oracle logo) to open the menu items

    3. Header with icons for most frequently used screens or actions

    You can configure the header icons on the Main Menu Items context layout screen. The item that is placed first in the list becomes the Home icon. The following figure shows the Main Menu Item context layout screen:
    Figure showing the Main Menu Item context layout screen, where the header icons are configured.
    In the previous figure, if Daily is moved to the top of the list, it becomes the home page and is shown with the Home icon. Oracle logo and the header icons adapt to the screen size. For wide screens all the header icons are present, for smaller screens the application name disappears, and for the smallest the application name and header icons disappear. In such cases the menu is accessible using the left pane. The following figure shows the icons that you can use in the header:
    This figure shows the icons that can be used in the header.

      Resource Tree

      The resource tree provides a hierarchical view of your organization’s resources, typically sorted by geographical region. It displays on the left side of the screen.

      You can click the toggle button to show or hide the resource tree. When you select a resource from the resource tree, the resource’s activities display in the work area on the right. Click the plus sign (+) next to an entity in the resource tree to expand and view the entities under that group or bucket. Click the minus (-) sign to collapse that view.

      The resource types and the overview of the roles performed by each item in the resource tree are:
      • Field resource: This resource can perform work, has work skills, work zones associated, and has a related user that is an actual person performing work or a crew or people.

      • Vehicle: This resource can have work skills, inventory, and geolocation tracking enabled. When assigned to a team it may add the required work skills and inventory to be used by the team.

      • Tool: This resource represents specific tools such as 30-feet ladder and excavator. This resource can have work skills, inventory, and geolocation tracking enabled. When assigned to a team it may add the required work skills and inventory to be used by the team.

      • Bucket: This resource is used to accumulate work that is not yet distributed to field resources. Only the application can assign activities to this resource. This resource is used for Quota Management.

      • Organization unit: This resource aggregates field resources, vehicles, and tools in the tree-like hierarchy to simplify management and reporting. This resource is used for Quota Management.

        Resource Tree Icons

        The shape of the icons in the resource tree indicate whether the entity is a bucket, group, or resource as shown in the below:

        double silhouette: This designates a bucket or an organization unit. Buckets generally have numbers to the right of them, while groups do not.

        single silhouette: This designates a mobile employee, a resource, a truck or equipment. Technician resources also have numbers to the right of them indicating the pending activities remaining, and the total activities assigned.

        The color of the icons indicates the status of the resource’s queue:

        Icon colors
        This figure shows the yellow silhouette icon. Yellow – Resource does not have a route or the route is inactive.
        This figure shows the blue silhouette icon. Blue – The route is activated. (The resource is working.)
        This figure shows the grey silhouette icon. Grey – Route is deactivated or completed. (Resource has finished working for the day).
        You can display the type of icon and the queue status in the resource hint box, which can be configured in the Screen Configuration screen. Additional symbols appear for certain exception situations. For example, a grey box indicates a non-working resource.

        Work Area

        The work area displays the details about the resource selected in the resource tree. The information changes, depending on the tab selected in the menu. Across the top of the work area are several buttons. These buttons let you access various features and are described in detail below.

        The work area is shown in the following figure:
        This figure shows the work area on the Core Manage screen.

        Date Field

        The date displays next to the resource name: This figure shows the date field, which can be clicked to see the calendar and select a date of your choice. Select the time interval to view. Then select the start date on the calendar. Use the arrows to move forward or back in time on the calendar, as shown in the following figure:
        This figure shows the calendar, which displays days, weeks, or months based on your selection.

        View Button

        The View button allows you to fine-tune the information you see in the work area. It contains a list of configured filters as shown in the following figure:


        This figure shows the Filters drop-down list and its options.

        Choose a configured filter from the drop-down list or sort the data using the check boxes. You can create custom filters. To view all activities and resources below the selected Resource Type in the resource tree, select the Apply Hierarchically check box. The Show on-call, Show non-working, Show resource trace check boxes are displayed only if you have purchased Oracle Field Service Cloud Smart Location.

        Action Links

        The Action button (gear icon) gives you access to a list of actions that affect the contents of the work area, as shown in the following figure:
        Figure showing the options in the Action menu
        Your User Type determines the actions that you can see in the drop-down menu. The Actions you see depend on the screen you are viewing and your settings. Depending on your configuration, these same links can be visible in the Hints boxes.

          View the Lower Work Area Panel

          The lower work area panel displays drill-down details for entities selected from either the upper panel or directly from the Resource Tree.

          When used as a drill-down, the lower panel can display route information for any resource, bucket or group selected in the upper panel. For example, if a resource is selected in the upper panel, the lower work area panel can display the scheduled or non-scheduled activities for that resource.

          Since the Resource Tree can be accessed directly from the lower work area, that panel can also be used to search and display information independent of the display in the upper panel. This facilitates detailed comparison of resource availability in two panels.

          Follow these steps to view the lower panel:
          1. Navigate to Time view.

          2. Select an entity from the Resource Tree.

          3. View the resources displayed in the upper panel.

          4. Select a resource from the upper panel.

          5. Click the [+] to view that resource's schedule in the bottom panel.

          6. Optional: Drag and drop the display in the lower panel to the upper panel.

          7. Optional: Repeat steps 2-4 in the lower work area to select and view the schedule of a second resource in the bottom panel.

          8. Optional: Compare the two panels to identify the resource that meets your requirements.


            This figure shows the details of a resource drilled down in the lower work area panel of the Core Manage screen.

            Resource and Activity Views

            You can use Oracle Field Service Cloud to identify, at a glance, the location of your resources and the status of their routes. You can view this information in three ways.

            • Time view - A Gantt table that displays the activities for the selected resource, group, or bucket in timelines, with activities shown as blocks of time.

            • List view - A chronological list of the day’s activities for the selected resource, group, or bucket. Activities are ordered by estimated start time.

            • Map view - A map that shows the day’s activities.

              Menu Tabs

              The menu tabs that run across the top of your screen contain a number of functions that can be used to manage your workforce.

              Dispatchers typically perform most of their work in the Activities tab. The items you see listed for your company’s configuration may be different based on your user type. You can configure the items that appear in the menu tab on the Main Menu Items context layout structure screen.

              The following figure shows the menu tabs, which include Activities, Dashboard, Daily, and Configuration:
              This figure shows the menu tabs in Core Manage.
              Note that the menu tabs at the top are in the same order as the menu on the left. The first four items in the menu on the left are displayed as the menu tabs on top, so you can decide which items you want to display.

              Menu Description
              Activities Access the Core Manage screen to perform most of the dispatch work.
              Dashboard Access the reports Dashboard to generate reports.
              Daily Access the Daily view of a resource, bucket, or organization unit.
              Configuration Access the configuration menus for Oracle Field Service Cloud

                Color Codes

                The activities displayed in the work area are classified by color, which provides you with a quick view of the status of the day’s schedule.

                The table below explains the default colors and their corresponding statuses:

                Note: Color codes can be changed during implementation to reflect the colors your company prefers for representation of the various activities.

                Color code Status
                This figure shows the color code for pending activities. Color: Yellow; Hex: FFDE00 Pending activity (on time)
                This figure shows the color code for ended activities. Color: Blue; Hex: 79B6EB Completed activity
                This figure shows the color code for pending activities that are in jeopardy. Color: Pink; Hex: FFAAAA Pending activity (in jeopardy of being late)
                This figure shows the color code for suspended or canceled activities or team work. Color: Electric blue; Hex: 99FFFF Suspended activity or teamwork
                This figure shows the color code for not-done activities. Color: Turquoise; Hex: 60CECE Not done activity
                This figure shows the color code for not-ordered activities. Color: Light Orange; Hex: FFCC99 Not ordered activity
                This figure shows the color code for started activities or team work. Color: Green; Hex: 5DBE3F Started activity or teamwork
                This figure shows the color code for pending internal activities or team work. Color: Light green; Hex: 80FF80 Canceled activity or teamwork
                This figure shows the color code for travel times. Color: Humming Bird; Hex: C0FFEE Travel time
                This figure shows the color code for pending internal activities or team work. Color: ; Hex: Pending internal activity or teamwork
                This figure shows the color code for ended activities. Color: ; Hex: Ended activity
                This figure shows the color code for pre-work or reopened activities. Pre-work, or re-opened activity

                The colors are consistent throughout all the views. For example, started activities are always green whether you are in List view, Time view or Map view.

                  Time View

                  The Time view is a Gantt table that displays the activities for the selected resource, group or bucket in time lines with activities shown as blocks of time. Dispatchers and managers often use this view because it displays multiple routes in one view. The length of a travel bar on the Time view is based on the travel time between two consecutive activities in a route ('travel' field).

                  You can access the Time view by clicking the Time View button. It provides an instant picture of the day in real time, as shown in the following figure:
                  This figure shows the time view of a bucket or an organization unit.

                  In the example mentioned earlier:

                  • Zoom In/Out: Under View, slide the slider to the right to zoom in and to the left to zoom out. Then click Fit.

                  • Time Scale: Shows the distribution of time and activities over the hours of the workday.

                  • Current Time: The current time is represented by a dotted red line and the time is displayed at the top end of the line. You can move your mouse along the time scale to identify specific times that an activity started or ended. A blue line appears at the mouse pointer, called the inspect line. The current time reference line is displayed based on the following guidelines:
                    • Time View does not scroll, if the current time reference line is available when a screen opens. The visible part of Time View starts at the start of the day.

                    • Time View scrolls to the right, if the current time reference line is not available when a screen opens and the current time falls within a range of 'start' and 'end' parameters. The visible part of Time View is scrolled to a position in which the current time reference line is shown at the right side of screen.

                    • Time View does not scroll, if the current time reference line is not available when a screen opens and the current time is later then 'end' parameter.

                  • Activation Time: The orange triangles at the beginning of each shift represent the actual times that resources activated their routes.

                  • Deactivation Time: The orange triangles at the end of each shift represent the actual times that resources deactivated their routes.

                  • Non-working Time: The grey blocks of time at the beginning and end of each route represent the non-working time based on the hours set in the resource’s calendar.

                  The colors indicate the status of each activity. Pending (and on time) activities are yellow, while green means the activity has started. Pink indicates a risk that the resource will now be late. These colors are consistent from one view to another as well as on the resource’s mobile device. The colors in the screen shots given here are default colors, you can change them per your organization’s requirements. Further, you can display the activity status in the activity hint. You configure the activity hint in the Screen configuration screen.

                  An exclamation point on a resource silhouette indicates an alert, and the activities in pink are the activities that are in jeopardy as shown in the following figure:
                  This figure shows the activities that are in jeopardy and the silhouettes that have alerts.

                  Five of the routes shown above include activities that are currently in jeopardy.

                  Month View

                  The Calendar in the Time View includes the Day, 2 Days, 3 Days, Week, and Month options, to view activities for a day, two days, three days, a week, and a month respectively. By default, the Day view is displayed.

                  The Month view displays the activities scheduled for 30 or 31 days, depending on the month, starting from the selected day. The shape and colors of activities are same in the Week and Month views. In the Month view, the daily activities are shown at the work day/work schedule level, instead of the time level. So, if two resources have different start times, their starting activities are shown at the same level.
                  Note: Accessing all 30 days in a single view requires a 4K display or a multi-monitor configuration. When smaller screens are used, it is expected behavior that the user will have to scroll for the Week or Month views.
                  Activities that are shorter than 1/4th of the resource schedule length, or don’t fit to either 1/4th, ½, or 3/4th of the resource schedule length are shown in the condensed activity view as striped bars. Click the condensed activity view to see the activity details and the activity hint. A multi-day activity that ends at the end of the previous day and starts at the beginning of the next day is shown as a single activity over multiple days. You can move activities in the Month view by dragging and dropping them. If the activity is hidden inside the stripped bar, open the hint and then drag the activity to the required place. Or you could drag-and-drop the whole multi-activity block.
                  Displaying the Month view for large buckets or where routes have more than 20 activities per resource per day may take additional time to render. It is recommended that you use this view when there are fewer then 20 resources that will be presented. The rules for displaying activities in the Month view are:
                  • Mass repeating activities (for example, lunches) are not shown.

                  • Non-ordered activities are not shown.

                  • Multi-day activities that end at the end of the work day and continue the beginning of the next day are shown as a single activity over multiple days.

                  • If there are more then 10 activities, "and ‘n’ more" link is displayed.

                  • When a resource has non-working days, they're shown as dotted pattern.

                  • When you split the panels, it is possible to configure each panel with a different start date for the Month view.

                  • When the period covers different months, the month names are shown at the very top row.

                  • Activities that do not fit into ¼, ½, or ¾ of the workday length are shown as a multi-activity (striped bar) using the following rules:
                    • If there is a single activity that has a duration between 70% and 100% of 1/4th of the day, it is shown as 1/4th of the day activity, as a solid bar.

                    • If there is a single activity that has a duration between 70% and 100% of ½ of the day, it is shown as ½ of the day activity, as a solid bar.

                    • If there is a single activity that has a duration between 70% and 100% of ¾ of the day, it is shown as 3/4th of the day activity, as a solid bar.

                    • If there is a single activity that has a duration between 70% and 100% of the day, it is shown as the whole day activity, as a solid bar.

                    • Otherwise the activity is shown as a part of a striped bar.

                  For example: Suppose that a work day for a technician starts at 8:00 AM and the work day duration is 8 hours. In this case, the activities starting at 8:00 AM and finishing at 10:00 AM (2h = 1/4 of the work day duration), starting at 10:00 AM and finishing at 2:00 PM (4h = 1/2 of the work day duration), or starting at 10:00 AM and finishing at 4:00 PM (6h = 3/4 of the work day duration) are shown as single activities. But the activities starting at 9:00 AM and finishing at 10:00 AM (1h = 50% of 1/4th of 8h work day) and starting at 11:00 AM and finishing at 1:30 PM (2.5h is more than 100% of 1/4th of 8h work day, but less than 70% of 1/2nd of 8h work day) are shown as a multi-activity.

                    Configure List View

                    List view is a chronological list of the day’s activities for the selected resource, group or bucket. Activities are ordered by estimated start time. This view provides a detailed view of the resource’s schedule in one screen. The length of a travel bar on the List view is based on the 'Continuous traveling time'. It is useful when you want to see both the daily schedule and the related details all at once. You can configure the organization of the columns in List view so that it is easier to read and understand. Specifically, you can rearrange as well as show and hide the columns.

                    1. Open List view and click the wrench icon in the upper right corner.

                      The Grid Preferences dialog displays and shows the options configured for your user type.
                      This figure shows the Grid Preferences dialog, which lets you configure the List view.
                    2. Check the boxes for the columns you want to see. To hide a column, clear the check box.

                    3. Use drag and drop to change the order of the columns.

                    4. Use the blue double-headed arrow to disable word wrapping in a particular column.

                      Map View

                      The Map tab displays the day’s activities on a map. Activities for the selected resource appear on the map in the center of the screen and are also displayed in a chronological list on the right side of the screen.

                      This figure shows the Map view for a resource. This view shows not only the activities the resource needs to perform, it also shows the route the resource can take to reach the activity location.
                      This figure shows the Map View of a resource.

                      The map view uses the same color codes as the other views.

                      The map view displays the activities for addresses that can be found. Resolved addresses are assigned either a letter (as shown above) or a plus (+) sign.. If the address cannot be found, the activity appears in the list without a letter, or a plus sign next to it. The GPS travel related complaints and alerts are disabled for activities that have multiple traveling time segments. If the Google maps service is enabled at the time of setting up the instance, the satellite view layer icon is shown.

                      Activities for the selected resource appear on the map in the center of the screen and are also displayed in chronological order on the right side of the screen. This is useful when you want to see the activities in relation to the route. The map view shows you the distribution of activities within a geographical region so that you can picture how the resource will get to each stop on the route.

                        Resource Track Highlighting

                        There are two ways to analyze a resource track in the Map View—by viewing the route between resources and by highlighting a specific part of a track. Hovering over a breadcrumb on the map highlights the part of the track that contains the selected breadcrumb. When hovered over any activity marker on the map, the track between the previous and selected activities is highlighted and the non-related tracks are muted. This lets you see the track between two locations.

                        The tracks are highlighted as described below:
                        • When hovering over any activity marker on the map for at least half-a-second, or clicking the activity icon on the right panel:
                          • The part of the track between the previous and selected activities is highlighted.

                          • The selected and previous activity markers are highlighted.

                          • The remaining activity markers and breadcrumbs are grayed out.

                        • When hovering over a point from the track for at least half-a-second:

                          • The part of the track and the activity markers from the previous activity to the next one are highlighted.

                          • The remaining activity markers and breadcrumbs are grayed out.

                        The following figure shows a track between points B and C highlighted in red:
                        This figure shows the track highlighted between points B and C.
                        The following rules are followed while highlighting:
                        • The highlighting described in the earlier bullet points are applied only for non-clustered points.

                        • Both resolved and unresolved activities are considered when highlighting the route. If activity B is highlighted and there is an unresolved activity (for example, Lunch) before it, then the track is rendered from Lunch to B.

                        • Breadcrumbs between the selected part of the route are highlighted gradually, one after another. The order of highlighting is based on the timestamp, starting from the earliest one.

                        Hint for a clustered point: When you click a clustered breadcrumb (resource track point) the hint 'Zoom in' appears near it. It displays the timestamps of the points that the cluster contains. Upon clicking Zoom in, the map is zoomed in to the area with breadcrumbs. The following figure shows a clustered breadcrumb with the hint:
                        This figure shows the hint for a clustered breadcrumb.

                          View a Group or Bucket in Map View

                          You can see the location of all the resources for a particular group or bucket in the map view.

                          1. Select a group or bucket from the resource tree.

                          2. Click Map View.

                          3. Click View.

                            The View menu opens.

                          4. Select the Apply Hierarchically check box.

                          5. Click Apply.

                            The map displays and shows the location of 1000 scheduled and 1000 non-scheduled activities on all of the routes for the resources in the selected group or bucket.
                            This figure shows the location of all of the activities on all of the routes for the resources in the selected group or bucket.

                            View a Resource in Map View

                            When viewing an individual resource in Map View, you can see the resource’s location as well as the location of nearby resources. The application plots the suggested route, provides driving directions, and traces the actual route taken by the resource (Resource Trace).

                            Note: Driving directions for Oracle map and geocoding are only shown in English (default), French, German, Italian, and Spanish.
                            1. Select the resource from the resource tree.

                            2. Click Map view.

                              The screen shows a map and a list. The map shows the resource’s route pertaining to scheduled activities and the list includes scheduled and non-scheduled activities for the day. If the Google maps service is enabled at the time of setting up the instance, the satellite view layer icon is shown. The following figure shows the Map view for a resource and the activities assigned to the resource:
                              This figure shows the Map view for a resource and the activities assigned to the resource.
                            3. Click View.

                              The View menu opens:
                              This figure shows the View menu on the Map view screen.
                            4. Click the Show resource trace check box in the View menu.

                              The screen resets and the route is indicated by dots. See the Oracle Field Service Cloud Smart Location Cloud Service user guide for more details.

                              Find Nearby Resources in Map View

                              If you want to move an activity, you can view nearby bucket resources to find someone who can take the job.

                              1. Select a resource from the resource tree.

                              2. Click Map View.

                                The map shows the resource’s route for the day and a list of the scheduled and non-scheduled activities. If the Google maps service is enabled at the time of setting up the instance, the satellite view layer icon is shown.

                              3. Click View.

                                The view menu opens.

                              4. Select the Show Nearby Resources check box.

                                The screen resets to show the other bucket resources in the area.
                                This figure shows the other resources in the area.
                              5. Click any icon to see details about that bucket resource, including name and contact information.


                                This figure shows the details of one of the nearby resources in the hint pop-up window.

                                View the Traffic Layer in Map View

                                You can view the real-time traffic data on Map View to determine the best route to take to reach your destination.

                                1. Click Map View.

                                2. Click View and select the Show Traffic check box.

                                  The Show Traffic check box is displayed if the Use real-time traffic data check box is selected on the General tab of the User Type screen. If you select a past date or a future date on Layer Switcher, the Traffic layer caption becomes inactive. After selecting the Traffic option, if you navigate to another screen from the Map View and navigate back to the Map View, the Traffic option will be deselected.
                                  Note: Traffic information will vary based on the map provider’s data availability, which may not be available in all countries/areas/states/provinces/localities. Please check the map provider’s website for data availability. When the traffic data is available, the application uses the most recent information available from the map provider, which may not always be the current information.

                                  View Resources and Activities in Two Panels

                                  Both the upper and lower panels within the Time view have their own controls and can be operated independently. Since the resource tree can be accessed independently from each panel, you can compare availability in two sections of the Tree at the same time.

                                  1. Open the resource tree.

                                  2. Click the resource that you want to view in the top panel.

                                    The resource's schedule displays in the work area.

                                  3. Click the plus icon to open the bottom panel.

                                    The initial display in the bottom panel reflects the top panel.

                                  4. Use the search fields and horizontal and vertical bars to manipulate the display in each panel to meet your needs.

                                  5. Use the bottom panel to drill down while retaining the "bigger picture" in the upper panel or operate the two panels independently by simultaneously investigating availability in more than one section of the tree, as shown in the following figure:


                                    This figure shows the Core Manage screen split into two sections.

                                    If you want to find an available resource for an unassigned activity, view the bucket in the top panel and the resource’s scheduled activities in the bottom panel.

                                    Use Filters in Daily View

                                    The Daily View helps dispatchers or managers manage resource calendars efficiently. It provides a weekly calendar snapshot for the selected resource, bucket or group.

                                    You can view a separate calendar by day for each resource or you can view a calendar for an entire organization unit or a bucket. Use the check boxes on the View drop-down to display additional information in the Daily calendar view, as shown in the following figure:
                                    This figure shows the View drop-down list with the filters to filter information on the Daily View screen.
                                    Options available in the View drop-down list:
                                    • Apply hierarchically: Shows all data within the hierarchy.

                                    • Shifts: The shift in which the resource is working.

                                    • On-call: Filters out resources available for on-call activities, if used.

                                    • Points: Displays the points available during that shift, if used.

                                    • Routes: Displays two numbers underneath each day of the resource’s calendar. The first number indicates the number of pending activities for the day and the second number indicates the total number of activities for the day.

                                    • Zones: This shows the Work Zone that a resource is able to work in for the given day.

                                    • Inactive Resource: This is used if you are viewing a group or bucket. When checked, it displays resources that have the week off for vacation, leave of absence, etc.

                                    • Work Skills: Displays the work skills of technicians.

                                      Activity Details Screen

                                      The Activity details screen provides detailed information about an activity. The tabs that run across the lower portion of the screen organize these details based on the needs of your configuration.

                                      The following figure shows the Activity details screen with the Customer info, Service info, PAS, Equipment, Resource Preferences, Message, History, and Links tabs:
                                      This figure shows the Activity details screen and its associated tabs.
                                      The lower section of the activity details screen is a set of tabs containing specific information about Preferences, Messages, History and Links. This section can be configured to your company’s requirements and may include additional custom tabs, such as Customer and/or Service Info, Inventory, Required inventory and others designed to meet the special needs of your configuration.

                                        Inventory Tab

                                        For configurations that use inventory, the Inventory tab displays the serial numbers of any equipment that is either installed at the service address or required to complete the activity. This screen can also be used by the dispatcher to change (increment or decrement) equipment on behalf of the resource working at the service location.

                                        The following figure shows the Inventory tab:
                                        This figure shows the Inventory tab that gives the list of equipment required for the activity.
                                        The Inventory tab may include the following information:
                                        • Serial Number: A unique number that identifies a piece of equipment and (usually) its manufacturer. A house icon indicates the equipment is located on the customer’s premises; a truck icon indicates it is in the resource’s truck.

                                        • Pool: A grouping of inventory by location and/or condition, such as installed/deinstalled. The term "pool" is fluid and may sometimes be used to indicate ownership, such as a resource pool.

                                        • Actions: Links for the types of actions that may relate to this specific inventory. These links will vary based on your company’s configuration.

                                          Resource Preferences Tab

                                          The Resource Preferences tab lists any preferences or restrictions regarding the resource that should complete this activity.

                                          Resources listed here will be in one of three categories:

                                          • Required: Only one of these resources can be assigned the job.

                                          • Preferred: If no Required resources are listed, then Preferred resources will have priority over everyone else.

                                          • Forbidden: Resources that cannot be assigned to the activity.

                                            Messages Tab

                                            Messages that can be seen in this tab include:

                                            • notification: messages sent to the customer and/or resource.

                                            • Messages sent to or received from an external system.

                                            Obsolete messages and messages in final statuses are removed from the message queue. No 'day of event' or 'day of route' messages are generated for non-scheduled activities. Messages that use the set property delivery channel (method) are shown in this view only if they were generated less than one (1) hour ago. The only exception from this rule is for messages having the Failed status. Such messages are important for troubleshooting, so they do not have the one (1) hour expiration time.

                                            You can filter the types of messages that are visible by using the Message Status, Message Type, and Recipient drop-down menus.

                                            Follow these steps to view all of the messages associated with this activity:

                                            1. Select the word “any” from a drop-down to view all messages.

                                            2. Click Search. The screen resets, displaying all messages, as shown in the following figure:
                                              This figure shows the search results on the Messages tab.

                                              Time: Indicates the day and time that the message was issued. If it is in the future, then the time listed indicates when the message will be sent to the customer.

                                              Method: The method by which the message is sent. For example:

                                              • Voice –telephone or voice call.

                                              • SMS – SMS text message.

                                              Trigger: Indicates the previous action that triggered the message.

                                              Scenario (Step): Details on the message sent.

                                              Status (Description): Indicates whether the message was successfully sent or not. If a message was successfully sent, this column displays Delivered or Sent. If not, the column displays Failed and a reason will be included.

                                              Address: The phone number or e-mail address where the message was sent. If this column says External system, it means the message was sent to the external billing system.

                                              equipment S/N: The serial number of any equipment referenced.

                                              Time Delivered: The time the message was delivered.

                                              History Tab

                                              This tab displays all the events associated with this activity from the time it was received through completion. This is not an address history but a record of the changes and movement of the activity, time stamped with the user ID. The changes and movement are recorded automatically by the application. This tab is useful for dispatch when researching issues or problems with an activity. The filter and search options available in the column header help you sort quickly. The user name links to a dialog that shows the interface in which the action was performed and the details of the device with which the action was performed.

                                              The following figure shows the History tab:
                                              This figure shows the History tab that gives the changes made to the activity.

                                                Links Tab

                                                Some activities depend on the timing of others that may be performed by different resources in a different location. For example, before one resource can activate a telephone, another resource that he or she has never met may have to flip a switch at a remote location. The options under the Links tab can enable these activities to be connected and sequenced chronologically.

                                                The following figure shows the Links tab with the existing links:
                                                This figure shows the Links tab in the Activity details screen.
                                                If you click Add link, you will have the option to link that activity to another in chronological order, as shown in the following figure:
                                                This figure shows the Add link dialog, where you can link the activity with another.
                                                Search for the other activity by selecting a search option from the drop-down list and entering at least three characters.

                                                  Required Inventory Tab

                                                  For configurations that use inventory, the Required Inventory tab displays the equipment, if any, that is necessary to complete this activity. This screen can also be used to add, delete, or edit required inventory.

                                                  This figure shows the Required Inventory tab in the Activity details screen.

                                                    Search Filters

                                                    You can use the default search filters to narrow down search results. You can also create custom filters.

                                                    For example, suppose that managers must be able to view a list of completed activities where the customer could potentially be a “detractor” of the business. The conditions for this would be that the customer entered a score of 2 or less on their post-activity survey for this question: “Based on this visit, how likely would you be to recommend our company to friends or family?”

                                                      Add a Filter to the Filter List

                                                      You can add a filter to use customized words in search filters.

                                                      1. Click Configuration, Filters.

                                                      2. Click Add new in the upper right corner of the screen, as shown in the following figure:
                                                        This figure shows the Filters screen.

                                                      3. Fill in the fields in the Add Filter pop-up window.

                                                        The following figure shows the Add filter dialog:
                                                        This figure shows the Add filter dialog, which lets you add a new filter to the filter list.

                                                        Field name Action
                                                        Filter Enter the name of the filter. This name is what users will see when they select the Filters drop-down menu.
                                                        Language Select the appropriate language from the drop-down menu.
                                                        Applicable to entity Select Activity or Resource.
                                                        List/Time/Map/Daily Check this box if you want the filter to appear in the Filters drop-down list in the Actions pane.
                                                        Routing Check this box if you want the filter to appear in the Routing Filters list associated with a route plan.
                                                        Restriction Check this box to prevent activities from appearing if routes have not been activated or the work day has not yet begun. It also provides the ability to hide some activities in buckets.
                                                        User Type Select the user types that have access to this filter. For example, if this filter is used for routing, the user type for the person who performs routing must have permission to access the filter.
                                                      4. Click Add.

                                                        The new filter appears in the Filters list.

                                                      Add a filter condition for the newly created filter. A filter does not work if there is no condition specified.

                                                      Add a Filter Condition

                                                      Use conditions to define the activity you are searching for.

                                                      1. Click Configuration, Filters.

                                                        The Filters screen is displayed.

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

                                                      3. Click Conditions in the Actions column.

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

                                                        The Add filter condition dialog appears.

                                                      5. Complete the following fields:

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

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

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

                                                        Delete a Filter

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

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

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

                                                        3. Above the list of filters, click Delete.

                                                        4. Click OK.

                                                          Alerts

                                                          This section includes the following topics:

                                                            Activity Alerts

                                                            You see alert messages when you move activities. These messages guide you through the process. The following alerts are available:

                                                            Overtime Alert: This alert notifies you that the estimated completion time of the activity extends beyond the end of a resource’s working day.

                                                            Soft Skill Mismatch Alert: This alert displays when you move an activity to a resource that does not have the preferable qualification level of an activity skill.

                                                            Work skill Mismatch Alert: This alert displays when you move an activity to a resource that does not have the required and preferred qualification level of an activity skill. Depending on your settings, the Work Skill Mismatch Alert either prevents you from moving the activity, or gives you the option to move it or to cancel the move.

                                                            Do Not Move Alert: This alert displays when you try to move an activity type that is not allowed to move between resources. Activity types are configured in the Add activity type page.

                                                              Resource Tree Alerts

                                                              Resource tree alerts give you information about the status of a resource or route. Alerts appear next to the resource icon in the resource tree.

                                                              Alerts are displayed for all parent items in the resource tree up to the root resource (bucket or group). If the root resource has an exclamation mark, this means that at least one child resource has an alert. After the issue is resolved, all of the related alerts are removed.

                                                              Pointing to a resource’s icon displays a Hint that provides a list of all warnings.

                                                              Icon Meaning
                                                              This figure shows the silhouette icon with an exclamation mark. There is a problem with the resource or the route. Possible reasons:
                                                              • The resource has not activated his or her route on time.

                                                              • A pending activity is very close to the end of the serviceWindow and the resource is likely to be late.

                                                              • A pending activity has an ETA that occurs in the past.

                                                              • The resource has stopped reporting.

                                                              This figure shows the red X mark. The resource is not configured and cannot be used properly. Possible reasons:
                                                              • The Time zone is not set correctly for this resource.

                                                              • The calendar is not configured properly for this resource.

                                                              This figure shows a half-filled double-silhouette with an exclamation mark. This figure shows a filled double-silhouette with an exclamation mark. There is a problem with one or more of the resources located within this bucket. Possible reasons:
                                                              • One or more resources have not activated his/her route on time.

                                                              • One or more pending activities is close to the end of the service window and the resource is likely to be late.

                                                              • One or more pending activities has an ETA that occurs in the past. Resource is not reporting.

                                                              • The resource has stopped reporting.

                                                              This figure shows the gray X icon with an exclamation mark. There is a problem with one or more of the resources located within this bucket. Possible reasons: The Resource has a non-working calendar, or is inactive with pending activities on the route.

                                                              Pointing to a bucket/group’s icon displays a Hint providing a list of all warnings.

                                                              Click on the icon next to the resource name to see a detailed list of all warnings, which are displayed in a Hints window.

                                                              The following resource tree alerts are available:

                                                              • Losing service window: This alert can mean one of two things:
                                                                • The activity is scheduled after the end of service window.

                                                                • The activity has not been started within the predefined amount of time before the service window expires.

                                                              • Stopped reporting: This alert indicates that the activity did not start on time. It appears for pending ordered activities in activated queues that belong to the current working day.

                                                              • Not activated on time: This alert indicates that the resource did not activate his or her queue on time.

                                                              • Misconfigured calendar: This alert appears if a resource's calendar is configured incorrectly, for example when the resource is assigned two working calendars.

                                                              • Smart Location Alert: This alert indicates that the current location for a resource has not changed in a predefined amount of time.

                                                                Dispatch Console Activities

                                                                Use Dispatch Console to monitor the field and assign activities to technicians.

                                                                The following table lists some of the tasks you can perform:

                                                                Dispatcher Activities Dispatcher Activities continued... Dispatcher Activities continued...
                                                                Add an activity Print an activity Add a multi-day activity
                                                                Edit an activity Export activity details View and edit a multi-day activity
                                                                Delete an activity Add an activity to a shift Start a multi-day activity
                                                                Cancel an activity Create an activity link type Complete a multi-day activity
                                                                Activate a route Link an activity Cancel a multi-day activity
                                                                Start an activity Change the activity status on behalf of a resource Reopen a multi-day activity
                                                                View activity details Activate a Queue or Route Move a Multi-Day Activity Between Resources or Dates
                                                                View the directions for an activity Start an activity Move a Multi-Day Activity Between Non-Scheduled Pool
                                                                Select a resource for an activity Add time to an activity Move a Multi-Day Activity in a Bucket
                                                                Search for an activity Complete an activity Reorder Multi-Day Activity Segments Within a Route
                                                                Move an activity Suspend an activity Adjust Activity Duration
                                                                Add a mass or repeating activity Deactivate a route or queue Adjust Segment Duration
                                                                Add a pre-work activity Move a group of activities Use the Assign to Team Function
                                                                Suspend an activity Change activities in groups Assign Teamwork Using the Drag-and-Drop Function
                                                                Reopen an activity Cancel activities by group or team

                                                                  Add an Activity to a Route or a Bucket

                                                                  While activities are usually added to routes through the routing process, you can manually add an activity to a route or a bucket. This feature is helpful when you must set aside some time for a resource so that the application does not route any activities during that time.

                                                                  1. Click the hamburger icon and then click Dispatch Console.

                                                                  2. Select a resource or a bucket from the resource tree.

                                                                  3. Click the actions button and selectAdd Activity from the drop-down menu.

                                                                    The Add Activity screen displays.

                                                                  4. Select the activity type from the Activity Type drop-down list.

                                                                    The fields on the screen change based on the activity type that you select.

                                                                  5. Complete the applicable fields.

                                                                    Field name Action
                                                                    Activity Type Select the activity type from the Activity Type drop-down list.
                                                                    Name Enter the customer’s name. Used for customer-facing activities only.
                                                                    Work Order Enter the work order number associated with this activity.
                                                                    Duration Enter the amount of time that the activity lasts. Select the hours and minutes in the respective drop-down lists.
                                                                    Position in Route Choose an option to decide whether this activity is to be performed in a particular order.
                                                                    • Not Ordered means that the activity is not ordered, and appears as scheduled/not ordered the lower portion of the time view interface.

                                                                    • Ordered means that the activity is displayed on the resource's route. If you specify a time slot, the activity displays in that time slot. Otherwise, it displays as pending at the beginning of the route.

                                                                    Time Slot Select the period of time within which this activity can be started.
                                                                    Access Hours Select the time interval during which the related asset is accessible. Click the pencil icon to select the access hours.
                                                                    Access Schedule Select the days of the week during which the related asset is accessible. Click the pencil icon to define the access schedule. You can schedule two intervals per day.
                                                                  6. Click OK.

                                                                  Access Hours

                                                                  Access Hours define the intervals in which an asset such as a building or equipment is accessible for resources. Access Schedule is the exact time interval and the days on which the asset is accessible. Access Schedule is always set up in the activity time zone and the Access Hours field is calculated in the time zone of the Activity Provider. So, the Access Hours field is recalculated every time an activity is scheduled or assigned.

                                                                  Access Hours consist of set of access schedule intervals (up to two intervals per week day), and a set of exception dates. The exception dates are treated as non-working. For Example: You can set the following Access Schedule:
                                                                  • Mon-Fri: 8AM-12PM, 13PM-17PM

                                                                  • Sat: 10AM-12PM

                                                                  • Exceptions: 2018-01-01, 2018-05-01

                                                                  This means that the asset is accessible from 8 AM till 12 PM and from 13 PM till 17 PM, Monday to Friday and from 10 AM till 12 PM on Saturday. It I s closed on Sundays. The non-working days are January 1st and May 1st next year.

                                                                  The Access Hours and Access Schedule fields affect routing. When activities are created, routed, and moved, the Access Hours and Access Schedule are taken into consideration. If the access hours and access schedule are not within the activity schedule, the application displays an alert. If the activity is within the Access Schedule, it is assigned to a free slot in the provider queue adjusting the Access Schedule if possible. Otherwise an alert that the asset may not be accessible beyond the defined access hours is shown.

                                                                  Access Hours are recalculated when there is a change in the access schedule or the schedule of the activity. Access Hours are always shown in the provider time zone with respect to overnight settings. For example, if a company has overnight set to 5 hours and no access schedule is defined (that is, 24x7 access), Access Hours is calculated as 05AM-12PM, 12PM-05AM. If tomorrow is the exception date, only the today’s segment is shown (that is, 05AM-12PM). If the exception date is today, only the tomorrow segment is shown (that is, 12PM-05AM).
                                                                  Note: Access Hours are not supported for multi-day activities. They are neither followed for the first segment nor inherited for any multi-day activity segment.

                                                                  Interpreting Access Hours

                                                                  The following rules are used to interpret a schedule:
                                                                  • Empty schedule (or no schedule at all) and empty exception dates (or no exception dates at all) means no restriction, or 24x7 availability.

                                                                  • Empty schedule (or no schedule at all) and some exception dates filled means 24x7 availability except exception dates, and not available on exception dates.

                                                                  • Schedule includes all seven days (and may be some exception dates filled) means the availability is defined by the schedule for the given week day, and the asset is not available on exception dates, if any.

                                                                  • Schedule includes some, but not all seven days (and may be some exception dates filled) means the availability is defined by the schedule for the given week day, if it is defined. The asset is not available on the week days for which no schedule is defined; also, the asset is not available on exception dates, if any.

                                                                    Set an Access Schedule to an Activity

                                                                    While Access Schedules are usually added to an activity during the activity creation process, you can manually set an Access Schedule to an activity.

                                                                    1. Open the Activity details screen for the activity for which you want to add an Access Schedule.

                                                                    2. Click the pencil next to the Access Schedule field.

                                                                      The Access Schedule editor opens.
                                                                    3. Choose the days of the week for which you want to set the Access Schedule. Use the "+" and “-” icons to add and delete Access Schedule Intervals.

                                                                      You can set up to two Access Schedule Intervals per day of the week. If multiple days of the week have the same Access Schedule, you can set up the Access Schedule Intervals for all of them at once.
                                                                    4. To add the days on which the asset is not accessible, click the "+" icon in the Exception Days section and then choose a date in the calendar. To delete an Exception Day, use the "-" icon.

                                                                      For Example: You can set the following Access Schedule:
                                                                      • Mon-Fri: 8AM-12PM, 13PM-17PM

                                                                      • Sat: 10AM-12PM

                                                                      • Exceptions: 2018-01-01, 2018-05-01

                                                                      This means that the asset is accessible from 8 AM till 12 PM and from 13 PM till 17 PM, Monday to Friday and from 10 AM till 12 PM on Saturday. It I s closed on Sundays. The non-working days are January 1st and May 1st next year.
                                                                    5. Click Apply.

                                                                      The Access Schedule is saved.

                                                                      Edit an Activity

                                                                      You can see the overview of an activity in the Dispatch Console. To view or edit the details of the activity, you must go to the Activity details screen.

                                                                      1. Click the hamburger icon and then click Dispatch Console.

                                                                      2. Click the bucket or resource for which you want to view the activities.

                                                                        The list of activities is displayed for the selected bucket or resource.

                                                                      3. Hover over the activity for which you want to view the details.

                                                                        The activity hint appears.

                                                                      4. Click Details in the hint.

                                                                        The Activity details screen appears.

                                                                      5. Edit the required fields and click Submit.

                                                                        The activity details are updated.

                                                                        Cancel an Activity

                                                                        You can only cancel pending activities.

                                                                        1. Click the hamburger icon and then click Dispatch Console.

                                                                        2. In the resource tree, select the resource for which you want to cancel the activity.

                                                                        3. Click the activity that you want to cancel and click Cancel in the activity hint.

                                                                        4. On the Cancel Activity screen, complete all required fields and select a Cancellation Reason from the drop-down list.

                                                                          The fields on this screen vary based on the way the application is configured for your organization.

                                                                        5. Click OK.

                                                                          The activity is removed from the time view, but still appears in the list view with a small block of time.

                                                                          Search for an Activity

                                                                          You can search for an Activity using the Search option. The same option can be used to search for inventories and parts.

                                                                          1. Click the magnifying glass to open the search field.

                                                                          2. Enter at least three characters of the word or the numerical value you want to search in the text box:
                                                                            This figure shows the activity search field.

                                                                            The results display below the search field.

                                                                          3. Click the result to view the Activity Details.

                                                                            Navigation in Search

                                                                            When you search for an item from Activity, Inventory, or Parts Catalog, the relative results appear on the screen.

                                                                            If you open search from Landing page, search for Activity details and click the Back button, you will be navigated back to the Landing page. Similarly, if you open search from Manage screen and search for Activity details, Inventory details, etc. and click the Back button, you will be navigated back to the Manage screen.

                                                                            Note: You cannot initiate a inventory/parts search from the Manage view.

                                                                              Narrow Activity Search Results

                                                                              You can use Search Preferences to narrow and order the search results. Search Preferences are pre-configured by your administrator.

                                                                              1. Click the gear icon to view the search preference.

                                                                              2. Click the check boxes next to the options that you wish to search by from the Search Preferences menu, as shown in the following figure:
                                                                                This figure shows the Search preferences dialog, where you select the categories to sort search results.

                                                                                The Search Preferences section also contains Inventory search fields along with other search fields configured in the Business Rule.
                                                                              3. Drag and drop the categories in the list to change the priority of the preferences in the search results.

                                                                              4. Select the date range for the search results from the Date drop-down menu.

                                                                              5. Click Back to search and enter the search value.

                                                                                Search in Offline Mode

                                                                                You can search for Parts and Inventory in offline mode.

                                                                                But, you cannot search for activities in offline mode.


                                                                                This figure shows the Parts and Inventory in offline mode..

                                                                                  Recent Searches

                                                                                  You can view the last five recent searches in Search box.


                                                                                  This figure shows the last five recent searches.

                                                                                  You cannot view the last five recent searches if you login from a new session.

                                                                                    Overview of Moving Activities

                                                                                    When you identify an activity or group of activities that are in jeopardy, you can move the activities to another resource or to a bucket for re-assignment at a later time.

                                                                                    You can move activities from three different locations in the interface:

                                                                                    • List view: You can move one activity or multiple activities at once. The application proposes resources that might be a good match for the activity. You can also choose where a new activity will fall in the new resources schedule.

                                                                                    • Time view: From this view, you can drag an activity from one resource to another. You can move only one activity at a time. The application chooses the best time in the resource’s schedule and automatically moves the job to that time slot.

                                                                                    • Map view: From this view, you can drag an activity from one resource to another. You can move only one activity at a time. The application chooses the best time in the resource’s schedule and automatically moves the job to that time slot.

                                                                                    Here are some of the reasons for which you want to move activities from resources back to the bucket:
                                                                                    • A resource called in sick and you have already assigned him or her a route.

                                                                                    • A resource is assigned activities that might place him or her in an overtime situation.

                                                                                    • An activity is in jeopardy after routing.

                                                                                    • A resource requested a particular day off, but the calendar does not reflect it as a non-working day and a route has already been assigned to him or her.

                                                                                    Move an Activity in the List View

                                                                                    When you are in the List view, you can move an activity between resources using the Move link in the Hints box.

                                                                                    1. Click the hamburger icon and then click Dispatch Console.

                                                                                    2. Click List on the Switch View tab.

                                                                                    3. Select the group or bucket that contains the activity.

                                                                                      All of the resource’s activities are displayed in the Work Area.
                                                                                    4. Select the activity that you want to move. If you want to move multiple activities at once, select all of the activities now.

                                                                                      The Hints box displays.

                                                                                    5. Click Move.

                                                                                      The Move activity screen appears. The address of the activity and the work order number displays at the top of the screen. A list of available resources displays to the left.

                                                                                    6. Select the new owner from that list.

                                                                                      • Choose a resource if you want to assign the activity now.

                                                                                      • Choose a bucket if you want the activity to be reassign during the next batch assignment.

                                                                                      On the right side of the screen, the moved activity displays in the new resource’s route.
                                                                                      This figure shows an activity being moved from one resource to another.
                                                                                      If the activity displays in green or there is no comment in the Comments column, the new resource is projected to arrive at the customer’s location within the service window. If the activity displays in red or a comment is displayed in the Comments column, the new resource might miss the service window. If other activities are showing in red, the new activity jeopardizes the red activities; the Comments column displays the reason. When activities turn red, another resource may be a better choice.
                                                                                    7. Click OK when you are satisfied with the move.

                                                                                      Move an Activity in Map View

                                                                                      When you are in Map View, you can move an activity between resources using drag and drop.

                                                                                      1. Click the hamburger icon and then click Dispatch Console.

                                                                                      2. Click the Map tab.

                                                                                      3. Select the resource from which you want to move the activity.

                                                                                        The resource’s schedule displays in the Work Area.

                                                                                      4. On the route list on the right side of the screen, select the activity that you want to move.

                                                                                      5. Drag and drop the activity onto the new resource in the Resource Tree.

                                                                                        If the box is red, the resource is not available for work.

                                                                                        When you drag the activity over the resource, a box appears around the resource’s name. If the box is green, the resource is available to take the job.

                                                                                        Move an Activity in the Time View

                                                                                        You can move activities between resources in the Time view using drag and drop.

                                                                                        1. Click the hamburger icon and then click Dispatch Console.

                                                                                        2. Click Time view.

                                                                                        3. Select the resource from the resource tree that you want to move the activity from.

                                                                                          The resource’s schedule displays in the work area.

                                                                                        4. Find the activity that you want to move, then drag it onto the new resource.

                                                                                          When you drag the activity onto a new resource, the application checks the move against the route to identify potential problems. If the application does not detect any potential problems with the move, the activity is added to the timeline. The application chooses the time slot automatically based on system information. If the application detects a problem, a Move dialog displays an alert. You can either move the activity anyway, or move it to another resource.

                                                                                          When you drag the activity over the resource, a box appears around the resource’s name. If the box is red, the resource is not available for work. If the box is green, the resource is available to take the job. The box displays some text indicating whether the activity can be moved, as shown in the following figure:
                                                                                          This figure shows a green box around the recipient of an activity, which means the recipient is available to take on the new activity.
                                                                                          The following figure shows a red box around the resource who is not available for work, and the reason for the activity not being moved:
                                                                                          This figure shows a red box around the recipient of an activity, which means the recipient is not available to take on the new activity.

                                                                                          Move Activity Warning Messages

                                                                                          This topic describes the warning messages that you would encounter while moving activities.

                                                                                          You may encounter the following types of warning messages:
                                                                                          • Service window warning

                                                                                          • SLA warning

                                                                                          • Overtime warning

                                                                                          • Linked activity warnings

                                                                                            • Has successor scheduled earlier

                                                                                            • Has predecessor scheduled later

                                                                                            • Has simultaneous activity

                                                                                          • Work zone mismatch

                                                                                          • Work skills mismatch

                                                                                          • Soft skill mismatch

                                                                                          Linked activity warnings

                                                                                          The warnings related to linked activities are as follows:
                                                                                          • Has successor scheduled earlier: This warning appears for a pending activity linked to another activity that should be started after but is scheduled before its estimated completion.

                                                                                          • Has predecessor scheduled later: This warning appears for a pending activity linked to another activity that should be finished before but is scheduled after its estimated start.

                                                                                          • Has simultaneous activity: This warning appears for a pending activity linked to another activity that should be started simultaneously but is scheduled to a different time.

                                                                                          Overtime alert: This alert notifies you that the estimated completion time of the activity extends beyond the end of a resource’s working day.

                                                                                          Work Zone mismatch alert: The application doesn't allow you to assign an activity to a resource without a required work zone. The only exception is when the All check box is selected. In this case, the resource is shown in red and the "Work zone mismatch" alert appears in its hint.

                                                                                          Work skill mismatch alert: This alert displays when you move an activity to a resource that does not have the required and preferred qualification level of an activity skill. The only exception is when the All check box is selected. In this case, the resource is shown in red and the "Work skill mismatch" alert appears in its hint. Depending on your settings, the Work skill mismatch alert either prevents you from moving the activity, or gives you the option to move it, or let you cancel the move.

                                                                                          Soft Skill mismatch alert: If an activity is to be moved to a resource and a work skill level of this resource is more than (or equal to) the level 'required' to complete this activity, but less than the 'preferred' level, the 'Soft skill mismatch' alert appears. In case of the 'Soft skill mismatch' warning, the resource is not removed from the list of available resources on the Move activity screen (the All check box doesn't affect this behavior). But, it is shown in a different color (blue) than a regular one and the 'Soft skill mismatch' text is shown in its hint message. The 'preferable' skill level is ignored by the 'Self assignment' constraint that is used to filter activities in bucket. In this case the 'required' level is only checked. The 'Soft skill mismatch' warning is shown on attempt to move an activity to a technician with an insufficient 'preferred' skill level.

                                                                                          Do not move alert: This alert displays when you try to move an activity type that is not allowed to move between resources. Activity types are configured in the Add activity type page.

                                                                                          Resource preferences
                                                                                          • If an activity has a list of Forbidden resources, the application doesn't allow to assign it to one of these resources. They are not shown in the GUI (regardless of the "All" option).

                                                                                          • If an activity has a list of Required resources, these resources are only shown in GUI (regardless of the "All" option).

                                                                                          • If an activity has a list of Preferred resources, these resources are shown in GUI by default. Other resources are returned if the All option is set. In this case such resources are shown in red and the Resource is not preferred message appears for the activity to be moved.

                                                                                          If several activities are selected to be moved at the same time, the following rules are used to merge their lists of preferred resources:
                                                                                          • Forbidden

                                                                                            • The resulting list of the Forbidden resources is a union of the original activity lists.

                                                                                          • Required

                                                                                            • If activities to be moved have the Required resources, the result is an intersection.

                                                                                            • Activities without the Required list are not processed. If only one of the two activities has the Required list, this list is only used in the restriction.

                                                                                            • If two activities have the Required lists and these lists are not intersected, all the activities cannot be assigned together to the same resource.

                                                                                          • Preferred

                                                                                            • If any of the activities has the Required list, the Preferred resources are ignored.

                                                                                            • The result Preferred list is calculated as an intersection.

                                                                                            • Activities without the Preferred list are not processed. If only one of two activities has the Preferred list, this list is only used in the restriction.

                                                                                            • If two activities have the Preferred lists and these lists are not intersected, all the activities cannot be assigned together to the same resource (can be overridden using the All option).

                                                                                            Group Operations

                                                                                            The Group Operations feature makes it easy to perform the same action on multiple activities simultaneously. For example, this feature could be used when a resource calls in after routing has run for the day. The activities for that day can be placed back into the bucket all at once to be routed to other resources.

                                                                                              Move a Group of Activities

                                                                                              When a group of activities is at risk, you can move it to avoid the service window being missed.

                                                                                              You must work in List view.
                                                                                              1. Click the hamburger icon and then click Dispatch Console.

                                                                                              2. Select the resource or bucket from the resource tree.

                                                                                              3. Select multiple activities in the first column of the Work Area or select the Select All check box.
                                                                                                This figure shows the List view where you can select multiple activities to move.

                                                                                              4. Click Move from the top of the Work Area.

                                                                                              5. To see a list of all resources and buckets, select the check box next to All.
                                                                                                This figure shows the list of technicians and buckets on the Move activity screen.

                                                                                                The Move dialog appears, and the screen populates with resources and buckets available. The items to be moved will display in the selected resource’s/bucket’s route.
                                                                                                This figure shows the Move activity screen where multiple activities are selected to be moved. Some activities are in red, which means they will be in jeopardy if they are moved. One activity is in green, which means it can be moved.

                                                                                                If moving the activities will cause either them or subsequent activities on the route to jeopardize their service window, the activities display in red. Such activities also have appropriate comments in the Comments column. If moving the activities does not cause any jeopardy, then the activities appear in green.

                                                                                                • If the desired resource or bucket is visible, select it.

                                                                                                • If not, then search for the resource or bucket from the Find box.

                                                                                              6. Once you are satisfied with the proposed changes, click OK to complete the move.

                                                                                                Change Activities in Groups

                                                                                                You can make changes to multiple activities at once.

                                                                                                The Group Change option must be enabled for your user type.
                                                                                                1. Click the hamburger icon and then click Dispatch Console.

                                                                                                2. Open the List view.

                                                                                                3. Select a resource or bucket from the resource tree.

                                                                                                4. Select the items that you would like to change.

                                                                                                5. Click Change link from the top of the Work Area.

                                                                                                  The Change group of activities dialog displays a list of parameters that you can edit.
                                                                                                6. Once you have confirmed your changes, click OK.

                                                                                                  Cancel Activities by Group or Team

                                                                                                  If a customer has canceled a site visit, you can cancel the activities that was assigned to the team that was scheduled to visit the customer.

                                                                                                  1. Click the hamburger icon and then click Dispatch Console.

                                                                                                  2. Select the team for which you want to cancel the activity in the resource tree.

                                                                                                  3. Select the items that you want to cancel.

                                                                                                    Ensure that all items can be cancelled. Only pending and started items can be cancelled.
                                                                                                  4. Click Cancel from the top of the Work Area.

                                                                                                    The Cancel group of activities dialog appears.

                                                                                                  5. Use the drop-down menu to select a Cancellation Reason and then add any pertinent notes.

                                                                                                    The following figure shows the Cancel group of activities dialog:
                                                                                                    This figure shows the Cancel group of activities dialog where you must select a reason to cancel the activities.
                                                                                                  6. Click OK to complete the cancellation of the selected items.

                                                                                                    Cancelling a repeating activity or teamwork will only cancel it for the current day.

                                                                                                    Add a Pre-Work Activity

                                                                                                    You can add a pre-work activity for work that you want to complete in advance of another activity.

                                                                                                    1. Click the hamburger icon and then click Dispatch Console.

                                                                                                    2. In the resource tree, click the resource for which you want to assign the pre-work.

                                                                                                    3. In the work area, click the activity that requires pre-work.

                                                                                                      The activity hint is displayed.

                                                                                                    4. Click Prework in the activity hint.

                                                                                                      The Start Prework screen displays.

                                                                                                    5. Select the time required to complete the pre-work activity in the Duration field.

                                                                                                      The duration of the pre-work is the duration you have added here and not the one calculated automatically.
                                                                                                    6. Click OK.

                                                                                                    The pre-work activity is added to the route.

                                                                                                      Add a Mass Activity

                                                                                                      When you create an activity for one resource that you would like to use for other resources, you can create a mass activity. For example, if all the technicians are required to attend a training, you add a mass activity.

                                                                                                      1. Add an activity to a resource as you normally would.

                                                                                                      2. Complete the Activity Notes, Position in Route, Duration, SLA Start, SLA End, and Time Slot fields.

                                                                                                      3. Click Mass activity.

                                                                                                        The Mass activity check box is displayed only for the activity types for which it is configured.
                                                                                                      4. Click Add new.

                                                                                                        The resource tree displays.

                                                                                                      5. Select the resources that you want to be part of this activity.

                                                                                                      6. Click OK.

                                                                                                        The activity is assigned to all the selected resources.

                                                                                                        Add a Repeating Activity

                                                                                                        You can create activities that appear on a resource’s route repeatedly for a specified period of time. Examples of repeating activities include meetings and lunch breaks.

                                                                                                        1. In the resource tree, select the resource that you want to assign the repeating activity to.

                                                                                                        2. Click Actions.

                                                                                                        3. Select Add Activity from the drop-down menu.

                                                                                                        4. On the next screen, select the Activity Type and the Duration..

                                                                                                        5. Select the Repeating activity check box.

                                                                                                          This figure shows the Repeating activity section on the Add activity screen.
                                                                                                        6. In the Repeating activity section,

                                                                                                          1. Specify how frequently you want the activity to repeat in the Recurrence field.

                                                                                                          2. Depending on your selection in the Recurrence field, fill up the Days between occurrences or the Weeks between occurrences fields.

                                                                                                          3. Enter a start date for the activity in the From field.

                                                                                                          4. Optionally, enter an end date in the To field.

                                                                                                          5. If you have selected Repeat weekly, select the day of the week on which you want the activity to repeat.

                                                                                                            The days displayed here are based on the First day of the week setting in the General section of the Display Configuration screen.

                                                                                                        7. Click OK.

                                                                                                          Duration for Suspended, Reopened, and Pre-Work Activities

                                                                                                          You can set the duration for suspended, reopened, and pre-work activities manually. This helps while estimating the remaining duration—it shows the additional work that is needed to complete the activity.

                                                                                                          The Administrator must add the Duration field for the Suspend activity, Reopen activity, and Start prework, context layout screens with a Read-Write or Mandatory visibility. When the user opens these screens, the application populates the Duration field with the activity’s initial value. Users can manually modify this value, which has the following impact:
                                                                                                          • The new pending activity is populated with the value submitted on the Suspend activity screen.

                                                                                                          • Prework is populated with the value submitted on the Start prework screen.

                                                                                                          • The reopened activity is populated with the value submitted on the Reopen activity screen.

                                                                                                            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.

                                                                                                            1. Click the hamburger icon and then click Configuration.

                                                                                                            2. Click Work Schedules, Shifts.

                                                                                                              The Shifts list displays.

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

                                                                                                            4. Click Add Activity.

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

                                                                                                            5. Complete the applicable fields.

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

                                                                                                              Link Activities

                                                                                                              The concept of linking activities applies to a variety of situations in which jobs and resources must be linked and sequenced together over time.

                                                                                                              The following examples illustrate the diversity of linking activities:

                                                                                                              • When a technician is assigned an activity that takes more than a day to complete, how do you make sure that activity continues to be assigned to him or her until it has been completed?

                                                                                                              • A group of workers may be assigned to a series of activities related in such a way that the first one must be completed before the second can be started, and so on. What’s the most efficient way to keep that big job moving efficiently?

                                                                                                              • And what about a necessary break in a task that creates a corresponding gap in a technician’s schedule? What can you do to make sure your resources remain productive while “waiting for the paint to dry”?

                                                                                                              When activities are related serially over time or when routing relationships cause a break in the schedule, linking activities can be used to manage the link and restore efficiency.

                                                                                                              The first step in linking activities is to create link types that correspond to the four linking relationships represented graphically on the New Link template. The next is to use those link types to link actual activities for Routing.

                                                                                                              Linking activities automatically

                                                                                                              Oracle Field Service Cloud can link two activities together based on the information you send to the application using APIs.

                                                                                                                Activity Link Types

                                                                                                                Activity link types identify the way that two or more activities can be linked together and specify the constraints, if any, that should be placed on assigning and scheduling resources.

                                                                                                                Before you can link activities, you must create activity link types.

                                                                                                                Activity link types are generic. You can reuse a link type to link various activities over time. In addition to the type of linkage (start-to-finish, etc.) consider more specific characteristics such as the interval between activities and any rules you want to make about assigning and scheduling those activities.

                                                                                                                There are two types of activity links:
                                                                                                                • Regular link type: This link type places the first activity in the schedule before the second activity.

                                                                                                                • Reverse link type: This link type places the second activity in the schedule before the first activity.

                                                                                                                The links that you create – both regular and reverse – will be available in the drop-down list that displays when you link activities.

                                                                                                                The activity link type template shown below features four different linkages:
                                                                                                                This figure shows the activity link type template with four different linkages.
                                                                                                                • Start-to-Start: Second activity starts after the first has been started.

                                                                                                                • Finish-to-Start: Second activity starts after the first one has been finished

                                                                                                                • Simultaneous: Both activities start at the same time.

                                                                                                                • Related: The relationship between these two activities is not sequential.

                                                                                                                Because each of these link types generates two different linking options — regular and reverse — your linkage "library" could begin with at least 8 different link types, further differentiated by the amount of time between activities and any assignment and scheduling constraints — such as same technician over two days, different technicians on the same day that you want to place on them.

                                                                                                                  Create an Activity Link Type

                                                                                                                  Before you can link activities, you must create activity link types. Activity link types define how the activities are linked for example, the minimum interval between activities, the constraints for scheduling activities, constraints for assigning activities, and so on.

                                                                                                                  1. Click the hamburger icon and then click Configuration.

                                                                                                                  2. Click Link Templates.

                                                                                                                    The Link Templates screen appears.

                                                                                                                  3. Click Add Link Template.

                                                                                                                    The New Link Template screen displays.

                                                                                                                  4. Select the graphic at the top of the screen that represents the way that you want to link the two activities.
                                                                                                                    This figure shows the New Link Template dialog showing how you can link two activities.

                                                                                                                  5. Enter the Minimal Interval of time between the two activities in minutes (min).

                                                                                                                  6. Enter the Maximal Interval of time between the two activities.

                                                                                                                    For example, if the minimal interval is five minutes, the maximal might be ten or more minutes.
                                                                                                                  7. Enter any Assignment Constraints that you want to place on assignments.

                                                                                                                    There are two options: Different resources requires that the linked activities be assigned to two different resources. Same resource requires that both activities be assigned to the same resource.
                                                                                                                  8. Enter any Scheduling Constraints that you want to place on the days for which the activities are scheduled.

                                                                                                                    There are two options: Different Days requires the activities to be scheduled for two different days. Same day requires they be scheduled for the same day.
                                                                                                                  9. Enter a Name and a Label for this link type.

                                                                                                                    The name is what is displayed in the Web interface. The label is used by external systems when they submit information through the API.
                                                                                                                  10. Check the Active box in the Status field to make this link type available for use.

                                                                                                                  11. Click Save.

                                                                                                                    Link an Activity

                                                                                                                    You can link activities to make sure that they occur in a certain order when the routing is run. Activities you might want to link include a trip to the depot to pick up a piece of non-standard inventory prior to an installation or a job that involves multiple workers performing related tasks in a certain sequence. You can automatically link activities using the Inbound API.

                                                                                                                    Link Types must be created before you can link activities.

                                                                                                                    To link activities manually:

                                                                                                                    1. Click the hamburger icon and then click Dispatch Console.

                                                                                                                    2. On the resource tree, select the resource that has the first activity assigned to it.

                                                                                                                      The resource's activities display.

                                                                                                                    3. Click the first activity that you want to link.

                                                                                                                      The activity hint displays.

                                                                                                                    4. Click Details to view the activity details.

                                                                                                                    5. Click Links

                                                                                                                    6. Click Add link.

                                                                                                                      The Add link screen displays.

                                                                                                                    7. Select the type of link that you want to use from the drop-down list, that is, Start after.

                                                                                                                    8. Use the next field to search for the activity that you want to link to the first.

                                                                                                                    9. Click Link.

                                                                                                                      The new link displays.

                                                                                                                    10. If an error message displays, hover over the error icon to review the error messages and make changes as necessary.

                                                                                                                      Error messages may relate to the maximum and minimum intervals required by the link type you have chosen or to other scheduling and assignment constraints. You may have to create a new link type.

                                                                                                                      Non-Travel Activities

                                                                                                                      When an activity does not require travel (Calculate travel check box is cleared for the Activity type), the idle time before that activity is considered as travel to the next activity requiring travel in the route.

                                                                                                                      The travel between activities can be split into two (or more) pieces by inserting non-travel activities in between. As a result, in Time View, non-travel activities are placed over the travel time for activities that require travel. Non-travel activity may have a different location when compared to the previous travel-required activity (or provider start location), if a non-travel activity is placed over a travel-required activity.

                                                                                                                      To understand the concept better, consider the following sequence of activities:
                                                                                                                      • First activity: For example, installation requires travelling, ends at 10:00

                                                                                                                      • Second activity: For example, phone call doesn’t require travelling starts at 17:00 and ends at 17:10

                                                                                                                      • Third activity: For example, upgrade requires travelling; service window starts at 17:30 and ends at 18:00

                                                                                                                      Assume that the travel time between First activity and Third activity is 3 hours. The time line would be:

                                                                                                                      Time Action
                                                                                                                      10:00 First activity is finished
                                                                                                                      10:00 to 14:20 Idle time
                                                                                                                      14:20 to 17:00 Travel toward third activity
                                                                                                                      17:00 to 17:10 Second activity (phone call)
                                                                                                                      17:10 to 17:30 Continue travel toward third activity
                                                                                                                      17:30 Third activity started without any overdue and as early as the service window allows
                                                                                                                      Note: When you place a non-travel activity manually on a time interval that is occupied by the travel bar of a non-movable (for example, due to service window) travel-required activity, it can happen that the travel bar is partially placed before the actual time. In this case, we recommend that you place the non-travel activity to another place in the route.

                                                                                                                        Activate a Queue or Route

                                                                                                                        For the application to monitor delivery in real time and respond to updates, a resource must activate his or her queue, or route. In the event that the resource forgets to activate his or her queue on time, you can activate the queue and reset the actual time for the resource.

                                                                                                                        To re-set the queue activation time, the user type for the user performing the re-set must have this permission. You can only reset the queue activation time if the queue is not activated. To activate a queue or route:
                                                                                                                        1. Click the hamburger icon and then click Dispatch Console.

                                                                                                                        2. Select the appropriate resource from the resource tree.

                                                                                                                        3. Click the gear icon and click Activate Route.

                                                                                                                          The Activate route screen appears.
                                                                                                                        4. Change the time to the actual time that the resource started the queue.

                                                                                                                        5. Click Submit.

                                                                                                                          Start an Activity

                                                                                                                          Typically, resources mark activities as started when they begin to perform the activities. As a dispatcher, you can start an activity on behalf of a resource if necessary.

                                                                                                                          Caution: You must start activities on time in the application. Oracle Field Service Cloud relies on past activity data to project activity durations, travel times, and distances. If activities are not started on time, these projections are not accurate and routing is not optimized.

                                                                                                                          Prerequisites: You can start an activity only under the following circumstances:

                                                                                                                          • The route that the activity is assigned to is activated.

                                                                                                                          • All previous ordered activities are completed, suspended, marked not done, or cancelled.

                                                                                                                          A dispatcher can adjust the start time of an activity, but cannot set a start time that would begin before a prior activity’s end time. Resources cannot adjust start times. To start an activity:

                                                                                                                          1. Click the hamburger icon and then click Dispatch Console.

                                                                                                                          2. In the resource tree, select the resource for which you want to start the activity.

                                                                                                                          3. Click Time view.

                                                                                                                          4. Click the activity to view the activity hint.

                                                                                                                          5. Click Start.

                                                                                                                            The Start activity screen appears. The start time defaults to the current time.

                                                                                                                          6. If necessary, change the time.

                                                                                                                          7. Click Submit.

                                                                                                                            Once the activity starts, it appears in green status in all views.

                                                                                                                            Add Time to an Activity

                                                                                                                            If the resource cannot complete the activity by the estimated end time, then they can add time to the activity through their mobile interface. If necessary, you can add time to the activity on behalf of the resource. You can add time only to an activity that is started.

                                                                                                                            1. Click the hamburger icon and then click Dispatch Console.

                                                                                                                            2. Select the resource for which you want to add time to an activity in the Resource Tree.

                                                                                                                            3. From List or Time tab, locate the activity in Started status, for which you want to add time.

                                                                                                                            4. Click Adjust time in the activity hint.
                                                                                                                              This figure shows the Add time for activity dialog, where you can add additional time for an activity that is started.

                                                                                                                            5. On the Adjust time screen, enter the new estimated end time.

                                                                                                                            6. Click OK.

                                                                                                                              The application automatically recalculates the activities that follow according to these changes.

                                                                                                                              Complete an Activity

                                                                                                                              Typically, resources mark activities as complete when they complete the actual activities. If necessary, you can mark the activity as complete on behalf of the resource.

                                                                                                                              1. Click the hamburger icon and then click Dispatch Console.

                                                                                                                              2. In the resource tree, select the resource that you want to complete the activity for.

                                                                                                                              3. From the Time tab or List tab, select the actions button and then click Complete.

                                                                                                                                The End activity screen appears. The fields on this dialog vary based on the way the application is configured for your organization.

                                                                                                                              4. At a minimum, complete the required fields (those with an asterisk *).

                                                                                                                              5. Click OK.

                                                                                                                                Suspend an Activity

                                                                                                                                When resources must return to activities at a later time and they do not want to cancel the activity, they can suspend the activity. If necessary, you can suspend the activity on the resource’s behalf.

                                                                                                                                Suspending an activity captures the time that a resource has already spent working on it and creates a new, duplicate activity that can be started at any time throughout the day.

                                                                                                                                Note: You can suspend only started or pending activities.
                                                                                                                                1. Click the hamburger icon and then click Dispatch Console.

                                                                                                                                2. In the Resource Tree, select the resource for which you want to suspend the activity.

                                                                                                                                3. On the Time tab, click the activity that you want to suspend.

                                                                                                                                4. In the activity hint, click Suspend.

                                                                                                                                  The Suspend activity screen displays:
                                                                                                                                  This figure shows the Suspend activity dialog.
                                                                                                                                5. Select the time required to complete the remaining part of the activity in the Duration field. Click OK.

                                                                                                                                  The duration of the pending activity is the duration you have added here and not the one calculated automatically. When you suspend a started activity, a duplicate of the original activity is created in a suspended status. If you suspend a pending activity, it is converted to a not-ordered pending activity. A duplicate of the activity is created only when you start working on it.
                                                                                                                                6. In the Work Area, the current portion of the activity closes. It displays as a suspended activity (scheduled, but not ordered) in the lower half of the screen.
                                                                                                                                  This figure shows the Work area for a suspended activity.

                                                                                                                                  Assign Not Done Status to an Activity

                                                                                                                                  When resources discover that they cannot complete activities, they mark the activity as not-done status. If necessary, you can change the status for them. Unlike suspend, which creates a duplicate copy of the activity to be completed by the technician the same day, the not done status is considered to be a final status, like completed. For example: the customer was not home, or the customer asked to reschedule.

                                                                                                                                  1. Select a resource from the resource tree.

                                                                                                                                  2. From any view, click Actions.

                                                                                                                                    The Close as Not Done dialog box appears.

                                                                                                                                  3. Select Not Done in the drop-down list.

                                                                                                                                  4. Select a Not Done Reason.

                                                                                                                                  5. Click OK.

                                                                                                                                    Deactivate a Route or Queue

                                                                                                                                    At the end of their shifts, resources must deactivate their routes. You can deactivate the route on behalf of the resource if necessary.

                                                                                                                                    1. Click the hamburger icon and then click Dispatch Console.

                                                                                                                                    2. In the resource tree, select the resource for which you want to deactivate the route.

                                                                                                                                      The resource’s route displays.

                                                                                                                                    3. Click Deactivate Queue.

                                                                                                                                      The Deactivate queue dialog appears.
                                                                                                                                      This figure shows the Confirmation dialog before deactivating a route.
                                                                                                                                    4. Enter the necessary information and then click OK.

                                                                                                                                      Multi-Day Activities

                                                                                                                                      Multi-day activities are activities that can be carried over to the next day. They are normal activities that are split into segments and managed individually. In other words, amulti-day activity comprises a set of activities, each representing a single-day task with definite start and end times.

                                                                                                                                      You create a multi-day activity based on the total duration of the activity, number of segments, and the duration for each segment. You must also identify the route or the sequence of the segments in the activity. Multi-day activities can be represented graphically and can be assigned to one or multiple resources. These activities also respond to events that occur as the activity progresses. Technicians receive segments of multi-day activities in their routes and can handle them as single-day activities. Multi-day activities are represented as separate bars on the Time view, can be assigned to buckets or technicians, and support time monitoring and status changes.

                                                                                                                                        Multi-Day Activities and Their Segmentation

                                                                                                                                        A multi-day activity comprises a set of activities, each representing a single-day task with definite start and end times. You can assign each single-day activity to a different resource. A single-day activity is also known as a segment. Further, you can start and complete a segment or the entire activity. Before you create a multi-day activity, you must create a multi-day activity type.

                                                                                                                                        Multi-day activities progress through a lifecycle that is similar to single-day activities. They are created in the pending status, they can then be started, canceled, or deleted. Multi-day activities cannot be suspended. A started multi-day activity can be completed or set to not done. A canceled, completed or not-done activity can be reopened if necessary. However, as opposed to single-day activities, actions with scheduled multi-day activities are performed at the level of their segments and may either affect only the current segment or involve the entire activity. For non-scheduled activities having no segments, there is the Cancel action which always affects the entire non-scheduled activity. If a segment of a multi-day activity is longer than four hours, its bar is shown with a break in the list view. Non-scheduled multi-day activities are displayed in the similar manner.
                                                                                                                                        Note: Single day activities that are longer than four hours are also shown as a bar with a break.
                                                                                                                                        In the following example, the actual length of a segment or activity bar is shorter than the duration of the segment or activity for better visual representation:
                                                                                                                                        This figure shows the List view, where the length of activity is shorter than the duration of the activity.
                                                                                                                                        Multi-day activity segments can be distinguished from single-day activities on the screen displaying multiple routes. When the mouse hovers over a segment of a multi-day activity, all segments of the same activity are highlighted by diagonal lines, as shown in the following figure:
                                                                                                                                        This figure shows a multi-day activity that is highlighted on all days that it is scheduled for.
                                                                                                                                        This helps to find all segments of the same multi-day activity quickly, especially when they are assigned to different resources.

                                                                                                                                          Non-Scheduled Multi-Day Activities

                                                                                                                                          A multi-day activity can be created in or moved to the non-scheduled pool of a bucket or a technician. In this case no segments are created and only the total duration of the multi-day activity is shown in its details.

                                                                                                                                          The following figure shows a non-scheduled multi-day activity:
                                                                                                                                          This figure shows a non-scheduled multi-day activity. Here, the number of segments is zero.

                                                                                                                                          If a multi-day activity is moved from the scheduled to non-scheduled pool, all segments are removed and the activity is merged into a single entity with the defined duration. Its behavior is the same as that of an activity created in the non-scheduled pool.

                                                                                                                                            Not-Ordered Multi-Day Activities

                                                                                                                                            If theSupport for not-ordered activitiesfeature has been enabled for the multi-day activity type, a multi-day activity can be created not-ordered, that is, without a specific place in the route.

                                                                                                                                            One segment is always created on the first day of the activity, regardless of whether there is time available or not. This segment of minimal duration always remains in case of further adjustments, so that the resource can monitor the not-ordered activity in the current route.

                                                                                                                                            When a not-ordered multi-day activity is created, its segments duration is between the value of the Minimal duration of a single segment parameter and the value of the Maximal total duration of segments created for a particular day parameter. However, the actual duration of a particular segment can be equal to the available time period in the route, if any. The idea behind is that the resource should be able to perform the not-ordered multi-day activity between other activities.

                                                                                                                                              Other Multi-Day Activity Specifications

                                                                                                                                              This section includes the specifications for multi-day activities in areas such as property inheritance, activity search, travel time calculation, work zone and work skill support, inventory and required inventory support, capacity management and routing, and so on.

                                                                                                                                              Property inheritance from a multi-day activity to its segments

                                                                                                                                              In a pending multi-day activity all fields and custom properties are inherited by the segments from the multi-day activity with the exception of the Duration and Position in route fields which are determined for each segment. If a file property is added to a multi-day activity, the content of such property is not cloned to each segment. Instead, reference to the file property is created for segments. If a new file is uploaded to a started segment, the new File ID will be used only for the segment for which it was created. All other segments will refer to the file uploaded to the entire activity, if any.

                                                                                                                                              Activity search

                                                                                                                                              The search is performed both in the activities and in their segments. Therefore, the search results may include the following:
                                                                                                                                              • All existing segments of a scheduled multi-day activity. The activity itself is not returned.

                                                                                                                                              • Non-scheduled multi-day activities.

                                                                                                                                              There is no visual difference between multi-day activities and single-day activities in the list of search results.

                                                                                                                                              Support of Work Zones, Work Skills, and preferred resources

                                                                                                                                              If the Support of work zones, Support of work skills, and Support of preferred resources features are enabled for the multi-day activity type, they will be determined for all activities of such type. The work zone, work skills, and preferred resources are determined for the entire multi-day activity and retrieved for each segment on demand. The same work zone, the set of work skills, and the same preferred resources are applied to all segments.

                                                                                                                                              Travel time calculation

                                                                                                                                              For multi-day activities with the ‘Calculate travel’ option enabled travel time is calculated for all segments of a multi-day activity. The calculation logic and usage for statistical purposes is the same as for single-day activities.

                                                                                                                                              Support of inventory and required inventory

                                                                                                                                              Any inventory added to a multi-day activity is added for the entire activity. Each segment shows the same set of inventory. Any inventory action (install, deinstall, add, and so on) can only be performed on a specific segment. However, these operations will update the inventory list for the entire multi-day activity and, consequently, the inventory list shown for all other segments. Similarly, any required inventory is also assigned to the multi-day activity rather than its segments. The same required inventory is shown for all segments. All required inventory actions are performed for the multi-day activity and update the required inventory list for all segments. Note: Required inventory added to a multi-day activity sets no assignment restrictions. No alerts are shown when the resource’s inventory does not match the required inventory.

                                                                                                                                              Capacity management and routing

                                                                                                                                              Multi-day activities are not included in capacity and quota calculation. No capacity categories are calculated for multi-day activities and neither are they included in the Used values. However, segments of multi-day activities are added to the Other activities value, therefore, the capacity is still consumed. Also, they are included in the start-time statistics. Multi-day activities can be assigned manually or through Immediate Routing plans. The following rules apply for Quota Management:
                                                                                                                                              • Multi-day activities are handled as "internal" activities.

                                                                                                                                              • Multi-day activities cannot be booked with the "get_capacity" function. This function doesn't calculate capacity categories for such activities.

                                                                                                                                              • Multi-day activities are not included in the Used quota values on the Quota view. Instead, they are added to Other activities.

                                                                                                                                              Activity links

                                                                                                                                              If the Support of links feature has been enabled for the multi-day activity type, it can be linked with other activities. When a link to a multi-day activity is created, it is always made to the entire activity and never to a particular segment. Therefore, not all types of activity links can be used for multi-day activities. Links defining the sequence of activities make no sense with multi-day activities which can be split between different days and resources, when their separate segments are moved, rescheduled, canceled, and place in the non-scheduled pool. Multi-day activities can be linked to other activities on the basis of assignment constraints defining whether activities must be assigned to the same resource or to different resources. The link template for multi-day activities should be created using the Related link type. If another link type has been selected for a multi-day activity, the error message, ‘Unable to create link of this type for multi-day activity.’ is displayed. If a multi-day activity is linked to another activity, an alert informing of the existing link appears as follows:
                                                                                                                                              • Manage—in the Links tab of the Activity details screen

                                                                                                                                              • Manage—in the Move confirmation dialog

                                                                                                                                              • Mobility—on the Linked activities screen

                                                                                                                                              The link data displayed for a particular segment relates to the entire multi-day activity. Adding or deleting a link for a segment actually adds or deletes a link for the entire activity.

                                                                                                                                              Nearby activities search

                                                                                                                                              The Nearby Activities function does not show either multi-day activities or their segments. Therefore, none of them can be found among the Nearby Activities search results.

                                                                                                                                              Activity history

                                                                                                                                              You can retrieve history from both, a non-scheduled multi-day activity and a segment of a scheduled multi-day activity. The history for a non-scheduled activity contains records for the activity itself. The history for a segment contains records for the current segment and for the entire activity. Some actions relate both, the multi-day activity and one of its segments. In this case, the history contains two records, the one for the entire activity marked with (multi-day activity) in the Action column.

                                                                                                                                              Processing of multi-day activities by Daily Extract

                                                                                                                                              Daily Extract stores multi-day activities and their segments together with activities of other types and extracts them into the Activity Fields file. Multi-day activities can be identified by their type—‘multiday_activity’ for the entire multi-day activity and ‘multiday_activity_segment’ for individual segments of a multi-day activity. If a multi-day is still in progress, each daily extraction contains the completed segments of the activity in the current day routes. As soon as the entire activity is completed, the extracted file contains the data of both, the individual segments and the entire multi-day activity.

                                                                                                                                                Add a Multi-Day Activity

                                                                                                                                                You can segment a complex task to create a multi-day activity. A multi-day activity can be created in a pool of a bucket or a route. You can also mark the activity as scheduled activity or non-scheduled activity once created.

                                                                                                                                                Before you create a multi-day activity, ensure that you have created an activity type for multi-day activities.
                                                                                                                                                1. Click the hamburger icon and then click Dispatch Console.

                                                                                                                                                2. Select a bucket or resource in the resource tree.

                                                                                                                                                3. Click Add Activity.

                                                                                                                                                  The Add Activity page appears.

                                                                                                                                                4. Enter the appropriate information in the following fields:

                                                                                                                                                  1. Select the order of the activity from the Position in Route drop-own list.

                                                                                                                                                    This option is available only when you create a multi-day activity in a route.
                                                                                                                                                  2. Enter the customer Name for the customer facing activities.

                                                                                                                                                  3. Enter the Duration of the activity.

                                                                                                                                                    The duration of a multi-day activity can be set in between 5 minutes and 999 hours.
                                                                                                                                                  4. Enter the Work Order number associated with the activity.

                                                                                                                                                  5. Select the type of work order from the W/O Type drop-down list.

                                                                                                                                                  6. Enter the appropriate SLA start and SLA end dates.

                                                                                                                                                  7. Optionally, you can also add the following information in the tabs:

                                                                                                                                                    Tab Description
                                                                                                                                                    Customer Info Indicates the address of the customer.
                                                                                                                                                    Service Info Indicates the service details of the activity.
                                                                                                                                                    Equipment Indicates inventory details necessary for the activity.
                                                                                                                                                    Preferred Resources Indicates the resource requirements and preferences.
                                                                                                                                                    Messages Shows the log of all the outbound messages pertaining to the activity.
                                                                                                                                                    History Denotes the history of the activity.
                                                                                                                                                    Links Denotes the links between the associated activities and dependencies.
                                                                                                                                                5. Click OK.

                                                                                                                                                  The multi-day activity is created in the pending status.

                                                                                                                                                6. To segment a multi-day activity:

                                                                                                                                                  Depending on the requirement, you can create a single activity, mass activity, or a repeating activity type of a segment.
                                                                                                                                                  1. Click Actions in the list view.

                                                                                                                                                  2. Click Add activity.

                                                                                                                                                    The Add Activity window opens.

                                                                                                                                                  3. Select the Activity Type and enter the Duration and Time to complete for the segment.

                                                                                                                                                    The segment added appears under the Links tab.

                                                                                                                                                  In List view of the multi-day activity, a hint pops open for each segment denoting the status, duration, time, and details. You can also start, complete, cancel, reopen and view the directions of a segment.

                                                                                                                                                  Constraints on Creating a Multi-Day Activity

                                                                                                                                                  When a multi-day activity is created, its segments are generated automatically. In generating the segments the functionality takes into account various constraints ensuring efficient tasks distribution and compliance with the customer agreements.

                                                                                                                                                  The following constraints are applied when a multi-day activity is created for a particular date (a scheduled activity):

                                                                                                                                                  • When a scheduled multi-day activity is assigned to a certain route, its segments are always generated starting from the date of the route. The first segment is always inserted on the day which the activity is scheduled, regardless of whether a corresponding free time interval is available in the route.

                                                                                                                                                  • The minimum duration of a single segment is always observed. If the route for a particular day has no time interval for a minimal single segment, no segment is created for that day, except the first segment of a scheduled multi-day activity which is always created on the selected date.

                                                                                                                                                  • If for the period of 31 days after the creation of the last assigned segment there is no available interval for assigning the remaining duration of the multi-day activity, the remaining duration is moved to the non-scheduled pool of the same resource making the activity partially scheduled.

                                                                                                                                                  • The service window constraint applies only to the first segment of a multi-day activity in the route.

                                                                                                                                                  • When creating a multi-day activity, the application should observe the service window constraint not only for the multi-day activity but also for other activities in the route. However, the less time that remains from ETA to the service window end, the higher is the probability of service window overdue. To reduce the overdue probability, the application reserves 20% of the service window scheduling the activity only to the first 80% of the service window interval.

                                                                                                                                                  • In addition to the service window reservation, the Service Window Warning parameter defined on the Display screen also controls the service window compliance.

                                                                                                                                                  • If the SLA start corresponds to the day on which the multi-day activity is started, this value is used as the minimum ETA for the first created segment of such activity.

                                                                                                                                                  • No multi-day activity segments are created on non-working days. If a non-working calendar has been assigned to the resource after the multi-day activity creation, the segment assigned to that day is not moved automatically. An alert is generated indicating that a manual action is required. Such behavior is intended to prevent unnecessary segment changes or removals when the calendar is changed only temporarily.

                                                                                                                                                  • On-call calendar is ignored in multi-day activity segment creation.

                                                                                                                                                  • When a multi-day activity is non-scheduled, no segments are created. Segments will be created as soon as the activity is scheduled to a particular day.

                                                                                                                                                    Multi-Day Activity Hint

                                                                                                                                                    Similarly to a single-day activity, a multi-day activity produces a hint on a mouse click. Hints appear on a mouse click on the bar of a scheduled activity segment or on the bar of a non-scheduled multi-day activity.

                                                                                                                                                    Generally, the multi-day activity hint content is defined in the Visible hint columns for activities context layout. At the same time, hints of multi-day activities or their segments always contain the Multi-day status property regardless of the context layout settings. This property has different formats depending on the activity status. The following situations are possible:

                                                                                                                                                    • Segments of scheduled pending, complete, and not done activities: The hint contains the activity status, the total duration of the multi-day activity and the total number of segments into which the multi-day activity is split. The Duration field shows the duration of the selected segment. The following figure shows the hint dialog for a pending multi-day activity:
                                                                                                                                                      This figure shows the hint dialog for a pending multi-day activity. You can configure the information that is displayed in this dialog through the Activity hint context layout.
                                                                                                                                                    • Canceled activity: the hint contains the activity status (cancelled). The following figure shows the hint dialog for a canceled multi-day activity:
                                                                                                                                                      This figure shows the hint dialog for a canceled multi-day activity. You can configure the information that is displayed in this dialog through the Activity hint context layout.
                                                                                                                                                    • Segments of started activities: The hint contains the activity status, the total duration of the multi-day activity, the activity progress in per cent, the number of segments in a final status in the total number of segments. The Duration field shows the duration of the selected segment. The progress value is calculated as the combined duration of all finished segments divided by the total duration of the multi-day activity. In this case the total number of segments does not include canceled and deleted segments. The following figure shows the hint dialog for a multi-day activity segment:
                                                                                                                                                      Hint for a multi-day activity segment.
                                                                                                                                                    • Non-scheduled activity: The hint contains the activity status (pending) and the total duration of the multi-day activity with the non-scheduled duration shown separately. As opposed to scheduled activity segments, the Duration field shows the duration of the entire multi-day activity. The hint also contains the number of segments created out of the non-scheduled multi-day activity, which for fully non-scheduled activities is always 0. The following figure shows the hint for a non-scheduled multi-day activity:
                                                                                                                                                      Hint for a non-scheduled multi-day activity
                                                                                                                                                    • Partially-scheduled activities and their segments. When a part of a non-scheduled multi-day activity has been moved to the route(s) generating one or more segments and the rest of the multi-day activity remains in the non-scheduled pool, the hints of both the scheduled segments and the non-scheduled part of the multi-day activity contain the activity status and the total duration of the multi-day activity with the 'non-scheduled' duration shown separately. The hint also contains the number of segments created out of the non-scheduled multi-day activity. The Duration field of a scheduled segment shows the duration of such segment, while the Duration field of the non-scheduled part of the activity shows the total activity duration, as shown in the following figure:
                                                                                                                                                      Hint for a partially scheduled multi-day activity.

                                                                                                                                                    Multi-day activity hints appear on Time, List and Map View containing the same information.

                                                                                                                                                      Multi-Day Activity Status

                                                                                                                                                      A multi-day activity has an own status which in some cases may be different from the status of its segments. The status of a multi-day activity is determined by the activity progress and by the statuses of its segments.

                                                                                                                                                      The status of multi-day activities is as follows:
                                                                                                                                                      • A multi-day activity is created in the pending status and remains pending if all its segments are in the pending, cancelled or deleted status, or if it has no segments at all (non-scheduled multi-day activities).

                                                                                                                                                      • As soon as one of the segments is started, the status is changed to started.

                                                                                                                                                      • When one or more segments of a multi-day activity are in the completed or not done status, and there are no other started or pending segments, the activity has the completed status.

                                                                                                                                                      • A multi-day activity is in the completed or not done status when one or more segments of a multi-day activity are in the completed or not done status, respectively, and there are no other started or pending segments.

                                                                                                                                                      • A multi-day activity changes its status to cancelled when all its segments have been canceled or when the entire activity is canceled together with one of the segments. At the same time no segments must be in the completed or not done status.

                                                                                                                                                      • If the canceled activity is in a not-activated route, it can also be deleted. For an activity to be deleted, it must have no canceled segments or segments in activated routes.

                                                                                                                                                        Multi-Day Activities in Buckets and Routes

                                                                                                                                                        You can assign an activity to the route of the bucket and reassign it to the resource route.

                                                                                                                                                        Multi-day activities can be created both in buckets and routes. Be aware of the following points:
                                                                                                                                                        • When a scheduled multi-day activity is created in a bucket, it is split into segments and mapped for capacity management processing.

                                                                                                                                                        • When the activity is created in a bucket, only one segment is created for each day. The duration of such segment is equal to the value of the Maximal total duration of segments created parameter of the activity.

                                                                                                                                                        • If a multi-day activity is created in a bucket that doesn’t have a working calendar, the first segment is created on the day the activity is created. The duration of such segment is equal to the value of the Maximal total duration of segments created for a particular day of the activity. No other segment is created and the rest of the multi-day activity is marked as non-scheduled.

                                                                                                                                                        • Segments are not created for the non-working days in the bucket.

                                                                                                                                                          Start a Multi-Day Activity

                                                                                                                                                          You start a multi-day activity the same way you start a single-day activity. However, the multi-day activity starts when its first pending status segment is started. Further, you can start each segment separately.

                                                                                                                                                          1. Click the hamburger icon and then click Dispatch Console.

                                                                                                                                                          2. Select a bucket or resource in the resource tree.

                                                                                                                                                          3. Select the first pending segment of the multi-day activity.

                                                                                                                                                          4. Click Start in the list view.

                                                                                                                                                            The Start activity screen opens indicating that the multi-day activity started and the status of the entire activity changes from pending to started.
                                                                                                                                                            Note: The Multi-day Status field always shows the status of the entire multi-day activity. When the first segment of a multi-day activity is started, the Multi-day status field of all remaining segments also displays Started, regardless of the actual status of the specific segment.

                                                                                                                                                          Multi-Day Activity Links Tab

                                                                                                                                                          The Details screen of a multi-day activity shows all its segments in one place. The Links tab contains a list of all the segments. The list is organized as a table showing the segment date, status, start time and duration. The list also contains the Details and List view links allowing you to quickly switch between the details of activity segments and find them on the List View.

                                                                                                                                                          The following image shows the Links tab:
                                                                                                                                                          This figure shows the Links tab in the Activity details screen.
                                                                                                                                                          Note: For multi-day activities, the Links tab is always visible, regardless of the Support of links feature setting.
                                                                                                                                                          If several segments of a multi-day activity have been assigned to multiple resources, the table has the Resource column showing the name of the resource to which a particular segment is assigned, as shown in the following figure:
                                                                                                                                                          This figure shows the Links tab with the Resource column, indicating the resource to which the specific segment of the multi-day activity is assigned.
                                                                                                                                                          If the activity or a part of it is non-scheduled, such activity has Non-scheduled in the Date column, as shown in the following figure:
                                                                                                                                                          This figure shows the Links tab with ‘Non-scheduled’ displayed in the Date column, indicating the non-scheduled segment.

                                                                                                                                                            View and Edit a Multi-Day Activity

                                                                                                                                                            You can see the overview of a multi-day activity in the Time, List, and Map views. To view or edit the details of the activity, you must go to the Activity details screen. When you access the activity details from a started segment or a segment in a final status, the Activity details screen shows data of the current segment only. When you update the details of a started segment only the current segment is updated.

                                                                                                                                                            1. Click the hamburger icon and then click Dispatch Console.

                                                                                                                                                            2. Select a bucket or resource in the resource tree.

                                                                                                                                                              The list of activities is displayed for the selected bucket.

                                                                                                                                                            3. Click the bucket or resource for which you want to view the activities.

                                                                                                                                                            4. Hover over the multi-day activity for which you want to view the details. All segments of the activity are highlighted by diagonal lines. This highlighting helps you find the segments quickly, especially when they are assigned to different resources.

                                                                                                                                                              The activity hint appears.

                                                                                                                                                            5. Click Details.

                                                                                                                                                              The Activity details screen appears.

                                                                                                                                                            6. Complete the following fields:

                                                                                                                                                              Field Description
                                                                                                                                                              Position in route The position of the current segment. You can move the segment to a different position by selecting it from the drop-down menu.
                                                                                                                                                              Duration The duration of the current segment. However, there is always the Time to complete field displaying the duration of the entire multi-day activity.
                                                                                                                                                              Note: When you update the details of a segment, the details of the entire multi-day activity and other pending segments are updated. If a multi-day activity has any segments in the past, their details are not updated, though.
                                                                                                                                                              Time to complete The remaining duration of a multi-day activity. This field is pre-filled with a value, which is calculated as follows:
                                                                                                                                                              • In Cancel activity and Activity details: multi-day activity duration – duration of finished segments

                                                                                                                                                              • In Complete activity and Close as Not Done: multi-day activity duration – duration of finished segments – (current time – start time)

                                                                                                                                                              • In Reopen multi-day activity: minimum duration of a single segment (according to the Activity type settings)

                                                                                                                                                              This field is always present in the details of a multi-day activity. It is added automatically and cannot be configured as part of the context layout. You see this field in the following screens as well:
                                                                                                                                                              • Activity details (both for a multi-day activity segment and for an entire activity)

                                                                                                                                                              • Cancel activity (in case of only one segment cancellation)

                                                                                                                                                              • Complete activity (in case of only one segment completion)

                                                                                                                                                              • Close as Not Done (in case of closing only one segment as Not Done)

                                                                                                                                                              • Reopen multi-day activity

                                                                                                                                                              The minimal allowed value of the Time to complete field is determined as the greater of the minimal duration of a single segment and the total duration of the existing started segments. The Time to complete value can be changed, if necessary. This is the only way to change the duration of the entire multi-day activity.

                                                                                                                                                            7. Click OK.

                                                                                                                                                              The activity details are updated.

                                                                                                                                                              Complete and Not-Done Activities

                                                                                                                                                              You can mark an activity status as completed at the end of a task. Activities or segments that are started but cannot be completed due to various reasons can be marked as not done.

                                                                                                                                                              The activity status is marked complete or not done based on the following constraints:
                                                                                                                                                              • You can complete or incomplete the entire activity or a single segment of the activity.

                                                                                                                                                              • When the time to complete and the last segment complete simultaneously, then the activity is marked Complete.

                                                                                                                                                              • If the segment completes before the time to complete, the remaining duration is moved to non-scheduled pool and the activity is marked as Started.

                                                                                                                                                              • The Multi-day activity is finished check box is selected by default for the last segment of the activity. This check box is disabled for all other segments.

                                                                                                                                                              • If you complete an entire activity with a segment, which is not the last segment, all the remaining segments are deleted and the activity is marked complete/not done. Further, all subsequent segments are deleted from the route(s).

                                                                                                                                                              Complete a Multi-Day Activity

                                                                                                                                                              You can mark either a segment or an entire activity as complete. For a segment to be marked as complete, it must be in Started status. You can also mark an activity as complete, after you finish the last segment of the activity. You can also mark the incomplete activity as not done.

                                                                                                                                                              1. Click the hamburger icon and then click Dispatch Console.

                                                                                                                                                              2. Select a bucket or resource in the resource tree.

                                                                                                                                                              3. Open the multi-day activity, which you want to complete in the List view.

                                                                                                                                                              4. Select the segment with Start status and click End from the hint.

                                                                                                                                                                The End Segment window appears.

                                                                                                                                                              5. To complete the segment, follow these steps:

                                                                                                                                                                1. Enter the time that is remaining to complete the activity, in the Time to complete field.

                                                                                                                                                                  Initially, the Time to complete value is calculated according to the following formula: multi-day activity duration – duration of finished segments – (current time – start time). The time to complete can be adjusted simultaneously with completing a segment.
                                                                                                                                                                  Note: The Time to complete value is automatically calculated only when the form is opened and is not automatically adjusted with the adjustment of the segment completion time (the Ending at field). This prevents unnecessary automatic changes to other segments of a multi-day activity.
                                                                                                                                                              6. To complete the entire activity, follow these steps:

                                                                                                                                                                1. Select the Multi-day activity is finished check box.

                                                                                                                                                                  The Multi-day activity status drop-down list appears.

                                                                                                                                                                2. Select the final status for the activity from the Multi-day activity status drop-down menu.

                                                                                                                                                                  Complete: Denotes that the activity is complete.

                                                                                                                                                                  Not Done: Denotes that the activity is incomplete due to various reasons.

                                                                                                                                                                  The selected segment along with the entire activity is marked as complete/ not done. The final status of a segment may be different from the final status of the entire multi-day activity. For example, you can close a segment as Not done while the activity will have the Completed status, and vice versa.

                                                                                                                                                              7. To set an activity as Not done, follow the steps described in Step 4.

                                                                                                                                                                Cancel a Multi-Day Activity

                                                                                                                                                                You can cancel a pending multi-day activity or a pending segment within the activity.

                                                                                                                                                                1. Click the hamburger icon and then click Dispatch Console.

                                                                                                                                                                2. Select a bucket or resource in the resource tree.

                                                                                                                                                                3. Select the segment or the activity that you wish to cancel in List view.

                                                                                                                                                                4. Click Cancel.

                                                                                                                                                                  The Cancel Segment window opens for a segment and Cancel Activity window opens for a non-scheduled activity.

                                                                                                                                                                5. If you wish to cancel the entire activity with the current segment, then select the Multi-day activity is finished check box.

                                                                                                                                                                  If you select this check box, the Time to complete field is hidden. You can delete an activity that has all its segments in the Pending status in an inactive route, and has no canceled segments. In such case the Cancel Segment window displays the Multi-day activity status field to select the final status of the activity as deleted or canceled.
                                                                                                                                                                6. Select the Multi-day activity status from the drop-down list and click OK.

                                                                                                                                                                  Option Description
                                                                                                                                                                  Deleted Denotes that the activity is deleted.
                                                                                                                                                                  Cancelled Denotes that the activity is cancelled.
                                                                                                                                                                  If the multi-day activity has at least one segment in start status, the remaining pending segments can only be canceled individually. You must first change the started segment to a final status. You also cannot cancel the entire activity. You can adjust the time to complete to cancel / delete the activity.

                                                                                                                                                                  The activity is marked canceled/ deleted.

                                                                                                                                                                7. Adjust the Time to complete and click OK.

                                                                                                                                                                  The selected segment is cancelled based on the following constraints:

                                                                                                                                                                  • If you cancel the last segment of an activity and the time to complete expires simultaneously, then the activity is marked complete.

                                                                                                                                                                  • When the segment is cancelled before the completion of the time to complete, the remaining duration is moved to non-scheduled pool and the activity is marked as canceled.

                                                                                                                                                                  • The Multi-day activity is finished check box is marked by default for the last segment of the activity.

                                                                                                                                                                  • If you want to cancel the entire activity along with the current segment, which is not the last segment of the activity, all the segments are merged to form a single entity and is marked as canceled.

                                                                                                                                                                  • If you cancel only the current segment and not select the Multi-day activity is finished check box, the Cancel segment window shows the Time to complete field with the remaining duration of the activity.

                                                                                                                                                                  • When a multi-day activity has a started segment, all subsequent pending segments can only be canceled individually. In this case there is no option in the Cancel activity window to cancel the entire activity. The selected segment can be canceled and, optionally, deleted, by changing the Time to complete field, if needed.

                                                                                                                                                                  Follow the same procedure to cancel a non-scheduled multi-day activity. This activity is created as a single entity without splitting into segments, and can, therefore, be canceled only entirely.

                                                                                                                                                                  Reopen a Multi-Day Activity

                                                                                                                                                                  You can reopen a canceled segment or a cancelled activity or an activity in the final status. You cannot reopen a single segment in a final status. When you reopen a multi-day activity, the same activity is recreated. The reopened multi-day activity will have the same list of segments in its Links tab as well as other attributes.

                                                                                                                                                                  1. Select the activity that you wish to reopen.

                                                                                                                                                                  2. Click Reopen multi-day activity in the Activity details screen. Or, click Reopen multi-day activity from the hint.

                                                                                                                                                                    The Reopen activity window opens.

                                                                                                                                                                  3. Enter Time to complete to define the duration of the reopened activity.

                                                                                                                                                                    The field is pre-filled with the value of the minimal duration of a single segment defined for the activity type. This duration can be different from the initial activity duration.

                                                                                                                                                                    The reopened activity is created with in the same route and allocated to the same resource associated with the initial activity. If the initial activity is not started, the reopened activity is created in the Pending status. If the activity is started, the reopened activity is created in the Started status.

                                                                                                                                                                    Moving Multi-Day Activities

                                                                                                                                                                    You can move and reschedule all the segments or a single segment of an activity to a specific date.

                                                                                                                                                                    You can drag and drop an activity or a segment on a resource or route to move the activity. The duration on the hint allows you to estimate if the destination time slot is enough to move the activity or segment.

                                                                                                                                                                    For the scheduled multi-day activities, the hint displays the duration of the particular segment and for the non-scheduled activities the duration of the entire activity is displayed.

                                                                                                                                                                    You can use this feature to:
                                                                                                                                                                    • reassign segments to another resource

                                                                                                                                                                    • reschedule a segment to another day

                                                                                                                                                                    • reassign multiple segments to another resource

                                                                                                                                                                    • reschedule multiple segments to another day

                                                                                                                                                                    • move multi-day activity or segment to/from buckets

                                                                                                                                                                    • move multi-day activity or segment to the non-scheduled pool

                                                                                                                                                                    • move multi-day activity from non-scheduled pool and create scheduled segments for a single day only or generate segments for the entire duration of the activity

                                                                                                                                                                    You can drag-and-drop activities to perform all these actions, and some others, in the Activities View. The Move link is not supported for multi-day activities. When you drag an activity or a segment, a hint prompts you to drop the activity on a resource or route to which you want to move the activity. The hint also contains the activity or segment duration, so that the you can estimate if the destination time slot is enough to move the activity or segment. For scheduled multi-day activities, the hint shows the duration of the particular segment, while for non-scheduled activities it shows the duration of the entire activity.

                                                                                                                                                                    Move a Multi-Day Activity in a Bucket

                                                                                                                                                                    If a multi-day activity is created in a bucket, it can be moved to the route of a resource based on the time available in the route. If the destination route has no available time intervals, one segment of the minimal duration set for the activity type is still created.

                                                                                                                                                                    1. Click the hamburger icon and then click Dispatch Console.

                                                                                                                                                                    2. Select a bucket or resource in the resource tree.

                                                                                                                                                                    3. Select the multi-day activity that you want to move.

                                                                                                                                                                    4. Drag and drop the multi-day activity to another route.

                                                                                                                                                                      The Move multi-day window opens.

                                                                                                                                                                    5. Select one of the following options:

                                                                                                                                                                      Option Description
                                                                                                                                                                      Move all segments starting from date All the segments of the selected multi-day activity are moved to the selected route
                                                                                                                                                                      Create segments only for date
                                                                                                                                                                      • Segments are created only for the current date. The remaining multi-day activity is left in the bucket.

                                                                                                                                                                      • A segment with minimal duration is inserted if the destination route does not have available time interval for that day.

                                                                                                                                                                      • One or more feasible segments are inserted if the time is available and the segments with higher duration are removed from the bucket.

                                                                                                                                                                      • The remaining duration of the multi-day activity is redistributed in the bucket, creating new segments if necessary.

                                                                                                                                                                      For example, if a seven-hour segment is moved from a bucket to a resource and the resource’s route only has time for one 1–hour segment and one 2–hour segment, the remaining four hours of the activity will be added to the last segment in the bucket or created as a new segment. No multi-day activity segments remain in the bucket for the current date.

                                                                                                                                                                      Move a Multi-Day Activity Between Resources or Dates

                                                                                                                                                                      When a scheduled activity is moved to another resource or rescheduled to another date, all its pending segments are deleted and recreated in the new location. The recreated activity segments can have different destination route, date, and duration from the initial activity. In addition, number of segments may also differ.

                                                                                                                                                                      1. Click the hamburger icon and then click Dispatch Console.

                                                                                                                                                                      2. Select a bucket or resource in the resource tree.

                                                                                                                                                                      3. Select the multi-day activity or segment that you wish to move.

                                                                                                                                                                      4. Drag and drop the multi-day activity to another resource /date.

                                                                                                                                                                        The Move multi-day window opens.

                                                                                                                                                                      5. Select one of the following move options:

                                                                                                                                                                        Option Description
                                                                                                                                                                        Move only selected segment Only the segment dragged is moved to the new destination.
                                                                                                                                                                        Move all segments assigned to this resource for date All the segments that are assigned to the resource on the same date are moved.
                                                                                                                                                                        Move all segments starting from date All the remaining segments of the multi-day activity on and after the selected date are moved.
                                                                                                                                                                        When only one segment of the multi-day activity is assigned on a selected date, the move all segments assigned to this resource for date option is not available. When the selected segment is the last in the multi-day activity and is the only segment assigned on the selected date, only move only selected segment is available.

                                                                                                                                                                        The segments are moved. If the move action violates any of the applied constraints, a warning message appears indicating the violation.

                                                                                                                                                                        Move a Multi-Day Activity Between Non-Scheduled Pools

                                                                                                                                                                        When you drag-and drop a multi-day activity from a non-scheduled pool to the route of a resource, an activity with its segments is generated according to the route constraints. You can also move an activity from a route to the non-scheduled pool.

                                                                                                                                                                        1. Click the hamburger icon and then click Dispatch Console.

                                                                                                                                                                        2. Select a bucket or resource in the resource tree.

                                                                                                                                                                        3. Select the activity that you wish to move.

                                                                                                                                                                        4. Drag and drop the multi-day activity to another route.

                                                                                                                                                                          The Move multi-day window opens.

                                                                                                                                                                        5. Select one of the following options:

                                                                                                                                                                          Option Description
                                                                                                                                                                          Generate all segments starting from date Moves the entire activity and creates its segments from the current date. The resulting segments are placed into the resource's route according to the constraints.
                                                                                                                                                                          Create segments only for date Segments are generated only for the current date according to the constraints and the remaining part of the multi-day activity is left in the non-scheduled pool.
                                                                                                                                                                          The sequence of segments in a multi-day activity is not important. If one or more segments are moved to different resources, the segments (activities) are performed independently.

                                                                                                                                                                          The activity is moved.

                                                                                                                                                                          Reorder a Multi-Day Activity Segment Within a Route

                                                                                                                                                                          A segment of a multi-day activity can be moved to a different place in the same route.

                                                                                                                                                                          1. Click the hamburger icon and then click Dispatch Console.

                                                                                                                                                                          2. Select a bucket or resource in the resource tree.

                                                                                                                                                                          3. Select the activity that you wish to move.

                                                                                                                                                                          4. Drag and drop the multi-day activity to another route.

                                                                                                                                                                            The Move multi-day window opens.

                                                                                                                                                                          5. Select one of the following options:

                                                                                                                                                                            Option Description
                                                                                                                                                                            Move only selected segment The selected segment is moved to a different position in the route.
                                                                                                                                                                            Recreate all segments in this route Segments are reordered and the duration and the number of segments are recalculated in the route.
                                                                                                                                                                            If you select Recreate all segments in this route, the segments are automatically calculated and adjusted as per the constraints.

                                                                                                                                                                            The segments are reordered in the route.

                                                                                                                                                                            Change or Cancel Multiple Segments

                                                                                                                                                                            When the Activities screen is set to the List View, you can select the segments of scheduled multi-day activities for group actions together with other activities in the route. In this case only Change and Cancel actions are available. When you select only multi-day activity segments, the Move action is not shown.

                                                                                                                                                                            1. Open the multi-day activity in the List view and select the activities you want to move.

                                                                                                                                                                              If you select other activities with multi-day activity segments, the Move link is shown, but the move action is applicable only to the other activities. Further, the count of activities denotes the number of other activities.

                                                                                                                                                                              The hint appears denoting the number of segments available to change and cancel and the other activities to move.

                                                                                                                                                                            2. Select the appropriate option:

                                                                                                                                                                              Option Description
                                                                                                                                                                              Change When you apply this option to one or more pending segments, the details of the entire multi-day activity are updated. If you change the segment with start status, the updates are visible only to the selected segment. If you change a pending segment, the entire activity is updated.
                                                                                                                                                                              Cancel You can cancel only the pending segment and not the entire activity. You also cannot update the time to complete the segment when you cancel the segments. When you cancel a group of activities, the route is not recalculated until all activities selected for the operation are cancelled. This reduces the time required for the operation and increases the system performance.
                                                                                                                                                                              The selected segments are changed / cancelled.
                                                                                                                                                                              Activity and Segment Duration Adjustment

                                                                                                                                                                              You can adjust the duration of activities and the individual segments that comprise them. The duration of the complete task is set up while creating a multi-day activity. You must adjust the Time to complete value to adjust the activity and segment durations.

                                                                                                                                                                              When you first create a scheduled multi-day activity, it is automatically split into segments. The duration of each segment is calculated according to the constraints and the actual time available in the route of the resource. You can adjust the activity and segment duration based on these constraints, however, the purpose, procedure and results of such adjustments may be different.

                                                                                                                                                                              Adjust Activity Duration

                                                                                                                                                                              The duration of a scheduled multi-day activity is the sum of durations of all its segments. You can adjust the time to complete the activity to manage its duration.

                                                                                                                                                                              1. Select the scheduled activity and open the Activity Details page from a route or a bucket.

                                                                                                                                                                                The Time to complete value is the total duration of the multi-day activity minus the duration of the already finished segments.

                                                                                                                                                                                The Duration and Time to Complete fields appear.

                                                                                                                                                                              2. Adjust the Time to complete under the following conditions:

                                                                                                                                                                                Option When
                                                                                                                                                                                Cancel a multi-day activity segment If only one segment of a multi-day activity is canceled, the total activity duration can be changed simultaneously.
                                                                                                                                                                                Complete a multi-day activity segment If only one segment of a multi-day activity is canceled, the total activity duration can be changed simultaneously.
                                                                                                                                                                                Set a multi-day activity segment 'not done' If only one segment of a multi-day activity is set not-done, the total activity duration can be changed simultaneously.
                                                                                                                                                                                Reopen a multi-day activity If a multi-day activity in a final status is reopened, its duration can be changed at the same time.
                                                                                                                                                                                The activity duration is changed.
                                                                                                                                                                                Note: If you change the Time to complete value, the remaining pending segments are recalculated; the number of segments and their duration may be changed.
                                                                                                                                                                                Adjust Segment Duration

                                                                                                                                                                                Although activity segments are initially generated automatically, you can change their parameters manually. Such manual changes are preserved during further automatic recalculations. Also, you change a segment manually in a route that contains other segments of the same multi-day activity, such other segments will also be protected against automatic recalculations.

                                                                                                                                                                                1. Select the segment started in an activity and click the Adjust Time link.

                                                                                                                                                                                  The Duration and Time to Complete fields appear.

                                                                                                                                                                                2. Adjust the Time to complete value under the following conditions:

                                                                                                                                                                                  Option Description
                                                                                                                                                                                  Start a segment If the route contains pending segments of the same multi-day activity, they are not adjusted automatically with the time adjusted to the started segment. This action causes recalculation of the activity segments in the routes of next days. The routes may be adjusted so that the total duration of the multi-day activity is preserved. If all remaining segments of the multi-day activity are located in today's route, and the started segment adjustment causes their total duration to exceed the total duration of the activity, you must increase the duration of the activity accordingly.
                                                                                                                                                                                  Cancel a segment If one of the segments of a multi-day activity is canceled, no other segment in the same route is affected. The total duration of the multi-day activity (the Time to complete) can be changed, though.
                                                                                                                                                                                  Mark the segment as cancel/not done You can adjust the duration of a specific canceled /not done segment. The adjusted duration of a segment does not modify other segment duration.
                                                                                                                                                                                  Reorder segment within a route You can adjust the duration of the reordered segment. No other activities and/or segments in the same route are affected
                                                                                                                                                                                  External events The following external events cause recalculation of all segments of the existing activities of such type:
                                                                                                                                                                                  • Adding an activity to the route

                                                                                                                                                                                  • Canceling an activity in the route

                                                                                                                                                                                  • Starting and completing an activity before the multi-day activity segment in the route

                                                                                                                                                                                  • Changing the time slot, duration, or other parameters affecting the ETA

                                                                                                                                                                                  • Calendar changes such as working and non-working hours, shifts, and so on

                                                                                                                                                                                  The duration is adjusted according to the new settings and, consequently, may change the total number of segments. However, any changes made to the segments manually are preserved even if the activity type parameters change.
                                                                                                                                                                                  The segment duration is adjusted. If you change the basic parameters of the activity type such as the Minimal duration of a single segment and Maximal total duration of segments created for a particular day, the segments of the existing activities of such type are recalculated. The duration of such activities is adjusted according to the new settings, and this in turn may change the total number of segments. However, any changes made to the segments manually are preserved even if the activity type parameters change.

                                                                                                                                                                                  Teamwork

                                                                                                                                                                                  Teamwork is a feature that allows a resource or group of resources to assist each other either on a specific job or on an on-going basis.

                                                                                                                                                                                  There are two roles to be aware of when setting up a teamwork situation:
                                                                                                                                                                                  • team leader – This is the resource who is being assisted.

                                                                                                                                                                                  • assistant – The resource who is assisting.

                                                                                                                                                                                  The team leader and assistant(s) are visible in the resource tree. The assistant is shown with an arrow pointing to the team leader. In the figure below, Billy Holm is assisting Kathleen Disney:
                                                                                                                                                                                  This figure shows the teamwork assignment in the resource tree.

                                                                                                                                                                                  In the assistant’s work order queue, time will be reserved and marked as assisting (the team leader). The arrow points to the person who is in need of assistance.

                                                                                                                                                                                  Teamwork can be assigned in multiple ways:
                                                                                                                                                                                  • Use the Assign to Team link in the Actions menu.

                                                                                                                                                                                  • Use the Assign to team link in the hints box.

                                                                                                                                                                                  • Drag and drop into the resource tree.

                                                                                                                                                                                  Teamwork functions are very similar to regular activities. The team leader does not have to do anything different that they would normally do since it is the job(s) on the team leader’s route in which the resources are assisting. The following rules apply for teamwork:
                                                                                                                                                                                  • Both the team leader and individual resources can start and complete teamwork on their mobile device. If any resources cannot do this, the team leader can do it for them.

                                                                                                                                                                                  • The assistant can open a teamwork activity and see the route of the team leader in Oracle Field Service Mobility Cloud Service on the day of the teamwork.

                                                                                                                                                                                  • The assistant can reschedule a scheduled regular activity assigned to the team leader within the day(s) of teamwork, but can't reschedule it to other day(s) when there is no teamwork.

                                                                                                                                                                                  • The assistant can't reschedule a scheduled regular activity assigned to the team leader to a non-scheduled pool.

                                                                                                                                                                                  • If the assistant tries to perform actions that are not permitted with a scheduled regular activity assigned to the team leader, the message, "You are not authorized to move the activity" appears.

                                                                                                                                                                                    Assign Teamwork Using Drag and Drop

                                                                                                                                                                                    You can assign teamwork using multiple ways and drag and drop is one of the ways. Be aware that there are two roles involved in teamwork—Team Leader and Assistant.

                                                                                                                                                                                    The second way to assign Teamwork is to drag and drop one Resource to another.

                                                                                                                                                                                    1. In the Resource Tree, select the Resource who will be the assistant.

                                                                                                                                                                                    2. Drag the Assistant to the Resource who will be the Team Leader.

                                                                                                                                                                                      When dragging over names in the Resource Tree, hints may appear to indicate whether or not the selected Resource can participate in Teamwork.

                                                                                                                                                                                      This figure shows assigning teamwork by dragging and dropping a resource to another in the resource tree.
                                                                                                                                                                                    3. Once the Team Leader is selected (visible by a green box appearing around the Resource’s name) drop the Assistant onto the Team Leader.

                                                                                                                                                                                      The Teamwork assignment box appears.

                                                                                                                                                                                      Assign Resources to a Team

                                                                                                                                                                                      To use the Assign Team function using the Actions menu:

                                                                                                                                                                                      1. Select the Resource who will be the assistant from the Resource Tree.

                                                                                                                                                                                      2. Click Assign to Team.

                                                                                                                                                                                        The Assists to context menu appears and displays the hierarchy of the resource tree up to the specific technician that you can select as assisting. If you search for a resource, the search results display the matching resources, sorted in alphabetical order.
                                                                                                                                                                                        This figure shows the Assign to team dialog, where you can assign a resource to another resource.
                                                                                                                                                                                      3. Select the pencil icon to display the Resource Tree.
                                                                                                                                                                                        This figure shows the resource tree from where you can select another resource as team leader.

                                                                                                                                                                                      4. Choose one.

                                                                                                                                                                                        • Use desired filters if necessary.
                                                                                                                                                                                          This figure shows the filters that you can use to search for a resource.
                                                                                                                                                                                        • Type the resource name or ID in the search field.

                                                                                                                                                                                      5. Select your desired resource.

                                                                                                                                                                                        Descriptions of the fields in the Assign resource to team dialog box is listed below:
                                                                                                                                                                                        • Assists to: Select the pencil to search for your desired resource. Start typing the name of the resource in the search field that the selected resource will be assisting (the Team Leader). the application will search and bring up resource options as you are typing. Or you can click the name of the resource in the resource tree and it will fill in the Assists to field.

                                                                                                                                                                                        • Position in Route: Select the position this activity will fall in the route. You can select beginning of route, in between other scheduled activities; end of route, or as a not ordered activity.

                                                                                                                                                                                        • Duration: Enter the length of time this teamwork assignment will last by using the drop down menus for hours and minutes. The initial duration is based on the assistant's calendar for that day, without consideration for what other activities may already be on the route (that is, it's maximum amount of whole hours for the shift). This time is rounded up to the equivalent of whole hours. The duration can be adjusted as needed.

                                                                                                                                                                                        • Time Slot: Time Slot refers to a time window that the teamwork should begin within. If a time slot is configured, the duration begins within that window, unless a prior activity on the route pushes the teamwork to start past the defined window. The default is all day, but you can change to reflect a specific time slot. Click the Time Slot check box to select the time slot you want this activity to be performed.

                                                                                                                                                                                        • Activity type: Select the teamwork Activity Type from the drop down list.

                                                                                                                                                                                        • Repeating Activity: If this is repeating Teamwork, select the box next to Repeating activity to open repeat options. You can indicate if this Teamwork should repeat daily or weekly and which days/weeks on which it should repeat. The days and duration of repeating teamwork is based on when the activities were created. Changes made to a team leader’s calendar or shift do not update the assistant’s repeating teamwork activities.


                                                                                                                                                                                          This figure shows the Repeating activity section in the Assign to team screen.

                                                                                                                                                                                        The Assists to field populates.

                                                                                                                                                                                      6. Once you have completed all required information, click OK or Close to Cancel.


                                                                                                                                                                                        This figure shows the resource assigned as an assistant to another resource.

                                                                                                                                                                                        Teamwork appears in the Assistant’s work queue, and the Resource Tree indicates that the Team Leader is being assisted.

                                                                                                                                                                                        Resources

                                                                                                                                                                                        Resources are the people who perform the activities and the items that are paired with those people. Examples of resources include technicians, tools, and trucks.

                                                                                                                                                                                        The Working with Resources section describes some of the tasks that you can perform with resources. For the remaining tasks, see the Using Core Manage Cloud Service guide.

                                                                                                                                                                                          Time Zone Settings

                                                                                                                                                                                          When you configure the application, it is possible to set different time zones for a user and for a resource. These time zones are used in different contexts on different screens. This topic gives an overview of how time zones are displayed throughout Oracle Field Service Cloud.

                                                                                                                                                                                          Today's date

                                                                                                                                                                                          The time zone of the currently logged in user is used when determining the today's date. For example, if it is 1:00 PM, Jun 10 in a UTC+00:00 time zone and you log in as a user who is in UTC+12:00 time zone, then after logging in you will see that the current date is set to Jun 11. This is because, in the user's time zone it is already 01:00 AM, Jun 11. Today's date is used as the initial date on the following screens in Oracle Field Service Core Manage Cloud Service: Activities, Daily, Offline synchronization, Dashboard, and Print route. For example, on the "Activities" screen, it is the date for which the activities will be shown after you log in to the application. You can change the date on these screens to see the information for another date. Nevertheless, when you click the date field, the calendar widget shows you today's date in light blue color. The following figure shows the calendar with today’s date highlighted:
                                                                                                                                                                                          This figure shows the calendar highlighting today’s date.
                                                                                                                                                                                          The same behavior is present in Oracle Field Service Mobility Cloud Service. When a field resource logs in, today's date is marked with light red color on the date selection panel in the header, as shown in the following figure:
                                                                                                                                                                                          This figure shows the current date marked in red.
                                                                                                                                                                                          When a field manager looks at the Calendars screen in Oracle Field Service Mobility Cloud Service, then today's date is marked in blue, as shown in the following figure:
                                                                                                                                                                                          This figure shows the current date marked in blue.
                                                                                                                                                                                          The same date is used in Oracle Field Service Core Manage Cloud Service when searching for activities "starting today".

                                                                                                                                                                                          Current date of the resource

                                                                                                                                                                                          The current date of the resource is always determined in the time zone of the resource. You can activate the route and start an activity only on the current date of the resource time zone.

                                                                                                                                                                                          Changing past activities

                                                                                                                                                                                          Every instance has a specific time when all the data that is related to the previous day is frozen and can't be changed any more. This time is configured on the Business Rules screen in the Overnight work section, shown in the following figure:
                                                                                                                                                                                          This figure shows the Overnight work setting on the Business Rules screen.
                                                                                                                                                                                          For example, you have configured that the working time is 5 hours since midnight in the Eastern time zone. This means that at 5:00 AM in the Eastern time zone all data for the previous day becomes frozen.
                                                                                                                                                                                          Important: If you configure an instance to use in several time zones, you must set the time zone on the Business Rules screen to the most "western" time zone. If the work is performed several hours after midnight in this most "western" time zone, then you must also specify the number of hours after midnight.

                                                                                                                                                                                          Time view in Oracle Field Service Core Manage Cloud Service

                                                                                                                                                                                          The screen Activities > Time can display aggregated information for the hierarchy of resources. The information is presented in the same time zone to look consistent on the time line. The time zone is determined as the time zone of the resource selected in the resource tree on the left of the screen. The current time which is shown as a red vertical line is also in the time zone of the selected resource, shown in the following figure:
                                                                                                                                                                                          This figure shows a red vertical line, which indicates the current time.
                                                                                                                                                                                          Note: The only exceptions are the resource hint, activity hint, and activity label. Information on the resource hint is displayed in the time zone of the resource this hint belongs to. Information on the activity hint and activity label is displayed according to the rules described in the Activity related information section later in the topic.

                                                                                                                                                                                          Manage screen in Oracle Field Service Mobility Cloud Service

                                                                                                                                                                                          The Manage screen in Oracle Field Service Mobility Cloud Service shows the information similar to the Activities > Time screen. The difference is that there is no resource selected in Oracle Field Service Mobility Cloud Service. The information is shown for the list of resources identified as a group, and the group is configured by a user. Since it is not possible to identify which resource time zone should be used as the primary time zone, the time zone of the currently logged in user is used instead.
                                                                                                                                                                                          Note:
                                                                                                                                                                                          • The only exceptions are the resource hint, activity hint, and activity label. Information on the resource hint is displayed in the time zone of the resource this hint belongs to. Information on the activity hint and activity label is displayed according to the rules described in the Activity related information section later in the topic.

                                                                                                                                                                                          • When a user opens the non-scheduled or non-ordered activities on the right of the screen, the activity identifier shows information according to the rules described in the Activity related information section later in the topic.

                                                                                                                                                                                          Organizations with multiple time zones

                                                                                                                                                                                          If your organization operates in multiple time zones, it is important that you configure both, the field resource and activity time zones correctly. Configuring these time zones is even more important if they are different. A field resource sees all the data in their own time zone, but when the activity (customer) is in a different time zone, both times are shown as appropriate. The activity time zone is used for notifications and can be used in APIs (for example, for sending messages). Typically, the time zone of a physical location is used for notifications, but you may use your preferred time zone, such as your headquarters time zone or any other in which you prefer to get notifications.

                                                                                                                                                                                          Resource related information

                                                                                                                                                                                          Information that is related to a resource and the resource’s route is entered in the resource time zone. It includes:
                                                                                                                                                                                          • Route Status (queue_status) which includes the time when route was activated

                                                                                                                                                                                          • Reactivated (reactivated)

                                                                                                                                                                                          • Resource working hours (calendar)

                                                                                                                                                                                          • Resource on-call hours (oncall_calendar)

                                                                                                                                                                                          Time view shows this information differently in Oracle Field Service Core Manage Cloud Service and Oracle Field Service Mobility Cloud Service. See the earlier sections for more details.

                                                                                                                                                                                          Activity related information

                                                                                                                                                                                          Time related information on an activity is displayed and entered in the time zone of the resource for which the activity is assigned. This information includes:
                                                                                                                                                                                          • Start (ETA)

                                                                                                                                                                                          • End (end_time)

                                                                                                                                                                                          • Start - End (eta_end_time)

                                                                                                                                                                                          • Delivery window (delivery_window)

                                                                                                                                                                                          • Activity Time of Booking (atime_of_booking)

                                                                                                                                                                                          • Activity Time of Assignment (atime_of_assignment)

                                                                                                                                                                                          The only exceptions are:
                                                                                                                                                                                          • Time slot or service window (depending on what is used for the particular activity type)

                                                                                                                                                                                          • SLA window

                                                                                                                                                                                          These properties are either in the resource time zone or in the customer time zone. It depends on the SLA and Service window use customer time zone field set on the activity type. Time view shows this information differently in Oracle Field Service Core Manage Cloud Service and Oracle Field Service Mobility Cloud Service. See the earlier sections for more details.

                                                                                                                                                                                          User related information

                                                                                                                                                                                          All user related information is shown in the time zone of the user. It includes:
                                                                                                                                                                                          • When the user was registered

                                                                                                                                                                                          • When the user was updated

                                                                                                                                                                                          • When the user logged in last time

                                                                                                                                                                                          • When the user changed his password

                                                                                                                                                                                          • Date and time till when the user is blocked

                                                                                                                                                                                          Field Collaboration

                                                                                                                                                                                          Each message in Field Collaboration includes the time when it was sent. This time is shown in the time zone of the currently logged in user.

                                                                                                                                                                                            View Resources

                                                                                                                                                                                            The Resources screen gives the entire picture of an organization, including its business units, human beings, tools, and vehicles.

                                                                                                                                                                                            1. Click the hamburger icon and click Resources.

                                                                                                                                                                                              The Resources screen appears, as shown in the following figure:
                                                                                                                                                                                              This figure shows the Resources screen.
                                                                                                                                                                                            2. To view all the resources and the count of each resource in your organization:

                                                                                                                                                                                              1. Click the drop-down list in the Organization section and select your organization.

                                                                                                                                                                                              2. Click Change in the Org Unit/Bucket section and select All.

                                                                                                                                                                                                All the resources in all the organization units and buckets are displayed in alphabetical order and the count of each type of resource is shown in the Resource Type section.
                                                                                                                                                                                            3. To view the resources in a specific organization unit or bucket:

                                                                                                                                                                                              1. Click Change in the Org Unit/Bucket section and select the required organization unit or bucket in the Organization Units Selection dialog, as shown in the following figure:
                                                                                                                                                                                                This figure shows the Organization Units Selection dialog, where you can select an organization unit or a bucket.

                                                                                                                                                                                                All the resources in the selected organization unit or bucket are displayed in alphabetical order and the count of each type of resource is shown in the Resource Type section.
                                                                                                                                                                                            4. To view a specific type of resource:

                                                                                                                                                                                              1. Click Change in the Org Unit/Bucket section and select the organization unit or bucket in which you want to see the specific types of resources.

                                                                                                                                                                                              2. Select the required check box in the Resource Type section.

                                                                                                                                                                                                The resources of the selected type are displayed in alphabetical order and the count of active resources is updated in the Status section.

                                                                                                                                                                                              Add an Organization Unit or a Bucket

                                                                                                                                                                                              You can use organization units to sort and organize the other items in the resource tree. You can use buckets to hold the activities that are not assigned to field resources.

                                                                                                                                                                                              Difference between resource, user, and child resource: A resource can be a field resource (a human being), dispatcher, administrator, a vehicle, or a tool. All resources are elements of the resource tree. A user is a field resource or any other user that has access to Oracle Field Service Cloud. A child resource is a resource that is added to a bucket or an organization unit element of the resource tree. In the hierarchy of the resource tree, the bucket or the organization unit appears at a higher level than the child resource. A child resource can be a field resource (a human being), a vehicle, or a tool.

                                                                                                                                                                                              Organization units are typically used to group resources by location. Organization units cannot be route owners and activities cannot be assigned to them. Buckets can have activities, and they are assigned only by Routing Cloud Service. To add an organization unit or a bucket:

                                                                                                                                                                                              1. Click the hamburger icon and then click Resources.

                                                                                                                                                                                              2. Click the plus icon.

                                                                                                                                                                                                The Add Resource screen appears.
                                                                                                                                                                                              3. Complete the following fields:

                                                                                                                                                                                                Field name Action
                                                                                                                                                                                                Name Enter the name of the organization unit or bucket the way you want it to appear in the resource tree.
                                                                                                                                                                                                External ID Enter a unique ID for the organization unit or bucket. These IDs are optional.
                                                                                                                                                                                                Resource Type Select Group or Bucket. The fields on the screen change based on the option you select.
                                                                                                                                                                                                Org Unit/Bucket Select the organization unit or bucket under which you want to create the organization or bucket.
                                                                                                                                                                                                Time zone Your (currently logged in user) time zone is populated, change it if required. This is the time zone in which the organization is located.
                                                                                                                                                                                                Time format Your (currently logged in user) time format is populated, change it if required. This is the time format that your resources see and use in the interface. This can be either 12-hour or 24-hour.
                                                                                                                                                                                                Date format Your (currently logged in user) date format is populated, change it if required. This is the date format that your resources see and use in the interface. This can be either month-day-year or day-month-year.

                                                                                                                                                                                                The date format controls the display of dates in numeric format.

                                                                                                                                                                                                Credence Enter information about the resource that you want to provide to a customer.
                                                                                                                                                                                              4. Click Submit.

                                                                                                                                                                                                The new organization unit or bucket is added to the resource tree, in the selected hierarchy.

                                                                                                                                                                                                Add a Dispatcher, an Administrator, or a Manager

                                                                                                                                                                                                You use the Add Resource screen to add a dispatcher, an administrator, or a manager user.

                                                                                                                                                                                                1. Click the hamburger icon and then click Resources.

                                                                                                                                                                                                2. Click the plus icon.

                                                                                                                                                                                                  The Add Resource screen appears.
                                                                                                                                                                                                3. Complete the following fields:

                                                                                                                                                                                                  Field name Action
                                                                                                                                                                                                  Name Enter the resource name the way you want it to appear in the resource tree.
                                                                                                                                                                                                  External ID Enter the ID number from an external system, such as the employee ID number. These IDs are optional. If you use them, each resource must have a unique ID.
                                                                                                                                                                                                  Resource Type Select Manager/Dispatcher/Admin. The fields on the screen change based on the option you select.
                                                                                                                                                                                                  Org Unit/Bucket Click the field and select the organization unit or bucket with which you want to associate the resource. The options available for you are configured by your administrator. If you do not select any organization unit or bucket, the resource is treated as unassigned to any organization.
                                                                                                                                                                                                  Time zone Your (currently logged in user) time zone is populated, change it if required. This is the time zone that the resource sees and uses in the interface.
                                                                                                                                                                                                  Time format Your (currently logged in user) time format is populated, change it if required. This is the time format that the resource sees and uses in the interface. This can be either 12-hour or 24-hour.
                                                                                                                                                                                                  Date format Your (currently logged in user) date format is populated, change it if required. This is the date format that the resource sees and uses in the interface. This can be either month-day-year or day-month-year.

                                                                                                                                                                                                  The date format controls the display of dates in numeric format.

                                                                                                                                                                                                  Credence Enter information about the resource that you want to provide to a customer.
                                                                                                                                                                                                4. Click Submit.

                                                                                                                                                                                                  The new resource is added.

                                                                                                                                                                                                  Change the Resource Type of a Field Resource

                                                                                                                                                                                                  There could be cases where you may have to change a field resource to a dispatcher or manager. When you do this, the resource becomes inactive and a user is created.

                                                                                                                                                                                                  1. Click the hamburger icon and then click Resources.

                                                                                                                                                                                                  2. Type the resource name for which you want to change the Resource Type in the Search field.

                                                                                                                                                                                                    The matching results appear.
                                                                                                                                                                                                  3. Click the required resource name.

                                                                                                                                                                                                    The Resource Info screen appears, with all the details of the resource.
                                                                                                                                                                                                  4. Click the resource name.

                                                                                                                                                                                                    The Edit Resource screen appears.
                                                                                                                                                                                                  5. In the Resource Type field, select Manager/Dispatcher/Admin.

                                                                                                                                                                                                  6. Click Submit.

                                                                                                                                                                                                    The resource becomes inactive, and a user is created.

                                                                                                                                                                                                    Create a User Without a Resource

                                                                                                                                                                                                    Sometimes you may want to create a user that does not perform the duties of a field resource. Use the Add Resource screen to add a user.

                                                                                                                                                                                                    1. Click the hamburger icon and then click Resources.

                                                                                                                                                                                                    2. Click the plus icon.

                                                                                                                                                                                                      The Add Resource screen appears.
                                                                                                                                                                                                    3. Complete the following fields:

                                                                                                                                                                                                      Field name Action
                                                                                                                                                                                                      Name Enter the resource name the way you want it to appear in the resource tree.
                                                                                                                                                                                                      External ID Enter the ID number from an external system, such as the employee ID number. These IDs are optional. If you use them, each resource must have a unique ID.
                                                                                                                                                                                                      Resource Type Select Manager/Dispatcher/Admin. The fields on the screen change based on the option you select.
                                                                                                                                                                                                      Org Unit/Bucket Click the field and select the organization unit or bucket with which you want to associate the resource. The options available for you are configured by your administrator. If you do not select any organization unit or bucket, the resource is treated as unassigned to any organization.
                                                                                                                                                                                                      Time zone Your (currently logged in user) time zone is populated, change it if required. This is the time zone that the resource sees and uses in the interface.
                                                                                                                                                                                                      Time format Your (currently logged in user) time format is populated, change it if required. This is the time format that the resource sees and uses in the interface. This can be either 12-hour or 24-hour.
                                                                                                                                                                                                      Date format Your (currently logged in user) date format is populated, change it if required. This is the date format that the resource sees and uses in the interface. This can be either month-day-year or day-month-year.

                                                                                                                                                                                                      The date format controls the display of dates in numeric format.

                                                                                                                                                                                                      Credence Enter information about the resource that you want to provide to a customer.
                                                                                                                                                                                                    4. Click Submit.

                                                                                                                                                                                                      The user is created.

                                                                                                                                                                                                      Move a Resource

                                                                                                                                                                                                      Sometimes, you may have to move a resource from one organization unit or bucket to another. You can move only the resources that are at the organization unit or bucket level. Use the Edit Resource screen to implement this change.

                                                                                                                                                                                                      1. Click the hamburger icon and then click Resources.

                                                                                                                                                                                                      2. Type the name of the resource that you want to move, in the Search field.

                                                                                                                                                                                                        The matching results appear.
                                                                                                                                                                                                      3. Click the required resource name.

                                                                                                                                                                                                        The Resource Info screen appears, with all the details of the resource.
                                                                                                                                                                                                      4. Click the resource name.

                                                                                                                                                                                                        The Edit Resource screen appears.
                                                                                                                                                                                                      5. Click the Org Unit/Bucket field.

                                                                                                                                                                                                        The Org Unit/Bucket dialog appears.
                                                                                                                                                                                                      6. Search for and select the organization unit or bucket to which you want to move the resource.

                                                                                                                                                                                                      7. Click Select.

                                                                                                                                                                                                      8. Click Submit.

                                                                                                                                                                                                        The resource type is moved to the new organization unit or bucket in the resource tree.

                                                                                                                                                                                                        Change the Visible Resources

                                                                                                                                                                                                        The Visible Resources field lets you control which resources can the current user view.

                                                                                                                                                                                                        1. Click the hamburger icon and then click Resources.

                                                                                                                                                                                                        2. Type the resource name for which you want to change the visible resources in the Search field.

                                                                                                                                                                                                          The matching results appear.
                                                                                                                                                                                                        3. Click the required resource name.

                                                                                                                                                                                                          The Resource Info screen appears, with all the details of the resource.
                                                                                                                                                                                                        4. Click the resource name.

                                                                                                                                                                                                          The Edit Resource screen appears.
                                                                                                                                                                                                        5. In the Visible resources field, select an organization, organization unit, or bucket.

                                                                                                                                                                                                          The Visible resources field is available only if you have the visibility set as R/W for your user type on the Resource/User Edit context layout. Further, you can only select from an organization, organization unit, or bucket to which you belong.
                                                                                                                                                                                                        6. Click Submit.

                                                                                                                                                                                                          The selected user can see the resources belonging to the selected organization, organization unit, or bucket.

                                                                                                                                                                                                          Assign a Schedule to a Resource

                                                                                                                                                                                                          The supervisor can update a resource’s calendar and the changes are visible with immediate effect.

                                                                                                                                                                                                          However, the supervisor is notified about the resource’s task allotment status at the time of calendar updating. You can access and update the resource’s calendar from the following locations:
                                                                                                                                                                                                          • Calendar icon present on the Home page (if configured on the layout)

                                                                                                                                                                                                          • Calendar icon present in the hamburger menu (if added on the Main menu context layout)

                                                                                                                                                                                                          • From the Resource Info page, using the Resource Calendar option (if added on the Resource/User Info layout)

                                                                                                                                                                                                          Assigning a Schedule

                                                                                                                                                                                                          You can assign a schedule that exists in the system to a resource.

                                                                                                                                                                                                          1. From the Resource Calendar, click on any date of the resource to which you want to assign a schedule.

                                                                                                                                                                                                          2. From the Schedule drop down list, select the Schedule you want to assign to a resource.

                                                                                                                                                                                                          3. From the Calendar option, select the End Date on which you want to end the new schedule.

                                                                                                                                                                                                            Note: If you do not specify any end date, the schedule is considered as Infinity.
                                                                                                                                                                                                          4. Click Submit. The new schedule gets applied to the resource.


                                                                                                                                                                                                            This figure shows the Assigning a Schedule where you can assign a schedule to a resource.

                                                                                                                                                                                                          Non-Working Time Option

                                                                                                                                                                                                          There is an option to schedule an activity under the Non-Working Time category. The activity can be scheduled as Non-Working Time if the technician needs a day off because of several reasons like Vacation, Illness, etc. However, you cannot apply Non-Working Time if the technician has activities other than repeating, shift, or mass type activities assigned on a particular day. A warning message appears on the screen, and if you click Confirm, then Non-Working Time is applied irrespective of the resource’s schedule.


                                                                                                                                                                                                          This figure shows scheduling the Non-Working Time to a resource.

                                                                                                                                                                                                            Favorite Resources

                                                                                                                                                                                                            Use the Favorite option to get quick access to the most frequently used resources such as Bucket, Field Resource, Organization unit, Tool, or Vehicle.

                                                                                                                                                                                                            Both Oracle Field Service Core Manage Cloud Service and interfaces support the favorite resources option. The favorite resources that a user marks in Oracle Field Service Core Manage Cloud Service are displayed automatically in in the Supervisor view. When a user marks a resource as Favorite, a star appears next to it. In Oracle Field Service Core Manage Cloud Service, favorites are shown as a separate group on top of the resource tree. Favorites are saved for a specific user (not a company level configuration).

                                                                                                                                                                                                            The Favorite resources and the Favorites group have the following characteristics:
                                                                                                                                                                                                            • You can create the Favorites group only in the Oracle Field Service Core Manage Cloud Service interface.

                                                                                                                                                                                                            • You can collapse the root element in the resource tree to view only the Favorites group.

                                                                                                                                                                                                            • Favorite resources in the group are displayed regardless of the selected resource filters.

                                                                                                                                                                                                            • All warnings shown on the resource icon and resource hint in the resource tree are supported for favorite resources.

                                                                                                                                                                                                            • Actions available in the main resource tree such as drag-and-drop and filter are supported for the Favorites group as well.

                                                                                                                                                                                                            • When searched for a resource, Favorites and the main resource tree resources are searched.

                                                                                                                                                                                                            • When searched by activity, the main resource tree resource is considered, and the Favorites group is avoided.

                                                                                                                                                                                                            • Favorites are available on the following screens in the Oracle Field Service Core Manage Cloud Service interface:
                                                                                                                                                                                                              • Activities

                                                                                                                                                                                                              • Daily

                                                                                                                                                                                                              • Dashboard

                                                                                                                                                                                                              • Reports

                                                                                                                                                                                                              • Resource info

                                                                                                                                                                                                              • Resource calendars

                                                                                                                                                                                                              • Inventories

                                                                                                                                                                                                              • Locations

                                                                                                                                                                                                              • Resource work zones

                                                                                                                                                                                                              • Users

                                                                                                                                                                                                            • Favorites are not available on the following screens in the Oracle Field Service Core Manage Cloud Service interface:
                                                                                                                                                                                                              • Quota

                                                                                                                                                                                                              • Forecasting

                                                                                                                                                                                                              • Routing

                                                                                                                                                                                                              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.

                                                                                                                                                                                                                Tips to Find Available Resources

                                                                                                                                                                                                                Activities can be added or moved at anytime and resources may sometimes ask for help in completing an activity. You can locate an available resource through several different ways.

                                                                                                                                                                                                                • Let the application propose the available resources. Use the List view to move the activity. The application will evaluate the activity and propose a number of resources that can take the activity.

                                                                                                                                                                                                                • Identify resources with idle time. Look in resource tree to find a resource that does not have a full workload.

                                                                                                                                                                                                                • Identify open time slots. Look in the time view for white spaces in schedules. White spaces indicate free time.

                                                                                                                                                                                                                • Identify nearby resources. In the map view, turn on the Nearby Resources filter to see resources that are working near the location of the activity that needs to be moved.

                                                                                                                                                                                                                Rules to Determine Resource Location

                                                                                                                                                                                                                When a resource is in the field, the application sends the GPS coordinates of the resource to the routing engine, if they are available. This helps Routing determine the location of the resource.

                                                                                                                                                                                                                The following rules are used:

                                                                                                                                                                                                                If the route is not yet started or no activity is started on the route, the coordinates sent to the routing engine are as follows:
                                                                                                                                                                                                                • If the resource’s GPS coordinates are obtained between 0–20 minutes, the GPS coordinates are used.

                                                                                                                                                                                                                • If no GPS coordinates are available, or if GPS coordinates are greater than 20 minutes, the resource's Start Location is used if it is available.

                                                                                                                                                                                                                • If no GPS coordinates are available, or if GPS coordinates are greater than 20 minutes, and no Start Location is assigned to the resource then the resource's location remains undefined.

                                                                                                                                                                                                                If the route has a started or a completed activity:
                                                                                                                                                                                                                • If the resource's GPS coordinates are newer than the address of the started or completed activity and the resource is at a distance more than 20 minutes from the address of the started or completed activity (using airline distance and default company airline distance speed), the GPS coordinates are used.

                                                                                                                                                                                                                • If no GPS coordinates are available, or if GPS coordinates are older than the address of the started or completed activity, or the resource is at a distance less than 20 minutes from the address of the started or completed activity (using airline distance and default company airline distance speed), the address of the started or completed activity is used.

                                                                                                                                                                                                                  Resource Calendars

                                                                                                                                                                                                                  Calendars identify the hours that the resource works. This information is used to route activities and calculate arrival times. If a resource’s schedule changes, you must update their working hours in the Calendar.

                                                                                                                                                                                                                  You can interact with a resource’s calendar in two ways:

                                                                                                                                                                                                                  • Daily View: Use the Daily view to see the calendar of a resource, group or bucket for a whole week. This view is also useful for making small changes to individual calendars in the current week.

                                                                                                                                                                                                                  • Resource Calendars View: Use the resource calendar view to see the details about an individual resource’s schedule. This view is also useful for making changes that involve more than one day or more than one resource.

                                                                                                                                                                                                                    View a Resource’s Calendar in the Daily View

                                                                                                                                                                                                                    The Daily view shows the calendar of a resource, group, or bucket for a whole week. This view is useful for making small changes to individual calendars in the current week.

                                                                                                                                                                                                                    1. Click the hamburger icon and then click Dispatch Console.

                                                                                                                                                                                                                    2. In the Resource Tree, select the Resource, Group, or Bucket for which you want to see the calendar.

                                                                                                                                                                                                                    3. Click the calendar and select the date for which you want to view the details.

                                                                                                                                                                                                                      The calendar displays.

                                                                                                                                                                                                                    4. Click the arrow buttons on either side of the date to change the date.

                                                                                                                                                                                                                    5. Click View to filter the information displayed.

                                                                                                                                                                                                                      Similarly, you can click the calendar and select 2 Days, 3 Days, Week, or Month to view the details for the corresponding duration.

                                                                                                                                                                                                                      Modify a Calendar

                                                                                                                                                                                                                      Use the Calendar view to make small changes to an individual calendar such as adding shifts and working time.

                                                                                                                                                                                                                      1. Click the hamburger icon and then click Calendars.

                                                                                                                                                                                                                        The Calendar view appears for the group or bucket assigned to you.
                                                                                                                                                                                                                      2. Select the bucket, group, or resource for which you want to change the calendar.

                                                                                                                                                                                                                      3. Click a future day for which you want to adjust the details.

                                                                                                                                                                                                                        You can change only for future days, you cannot change the calendar for past days. The dialog to adjust the shift details appears, as shown in the following figure:
                                                                                                                                                                                                                        This figure shows the calendar that lets you modify the shift details.
                                                                                                                                                                                                                      4. When you are finished modifying the calendar, click Submit.

                                                                                                                                                                                                                        Any previous shift that is applied to the resource is replaced with the new shift.

                                                                                                                                                                                                                        View a Resource’s Calendar in Resource Calendar View

                                                                                                                                                                                                                        The Resource Calendar view displays the details about an individual resource’s schedule. This view is useful for making changes that involve more than one day or more than one resource.

                                                                                                                                                                                                                        1. Click the hamburger icon and click Calendar.

                                                                                                                                                                                                                          The calendar displays and shows the shift for all the resources in your group or bucket.

                                                                                                                                                                                                                        2. Use the horizontal scroll bar to view the calendar for past or future days.

                                                                                                                                                                                                                          Modifying a Calendar in the Resource Calendars View

                                                                                                                                                                                                                          Use the Resource Calendars View to make big changes to calendars for Groups, Buckets or Resources.

                                                                                                                                                                                                                          You can perform the following tasks in this view:
                                                                                                                                                                                                                          • Add a Work Schedule to a Calendar

                                                                                                                                                                                                                          • Add a Shift to a Calendar

                                                                                                                                                                                                                          • Add Working Time to a Calendar

                                                                                                                                                                                                                          • Add Non-Working Time to a Calendar

                                                                                                                                                                                                                            Add a Work Schedule or a Shift

                                                                                                                                                                                                                            You can assign a workSchedule or a shift to a resource, bucket or group. You can also define the on-call schedule of a resource using the Calendar view.

                                                                                                                                                                                                                            1. Click the hamburger icon and click Calendars.

                                                                                                                                                                                                                              The calendar appears for the resources in your group or bucket.
                                                                                                                                                                                                                            2. For the resource for which you want to modify the calendar, click the shift for the required date.

                                                                                                                                                                                                                              The modify calendar dialog appears for the selected resource and date.
                                                                                                                                                                                                                            3. To change the work schedule or shift for the resource, update the following fields:

                                                                                                                                                                                                                              Name Description
                                                                                                                                                                                                                              Schedule This list includes work schedules and shifts. Select the work schedule or shift that you want to apply to the resource.
                                                                                                                                                                                                                              End date The date on which the new work schedule or shift ends. If you want to apply it for an indefinite time, click No date specified.
                                                                                                                                                                                                                            4. To add the details of on-call for the resource, click On-Call and update the following fields:

                                                                                                                                                                                                                              Name Description
                                                                                                                                                                                                                              On-Call Schedule The field that specifies that the resource is on-call. Select On-Call. An On-Call shift visually shows what resources are available to be contacted outside of a regular working shift. On-Call calendars are not used in routing optimization or capacity calculations.
                                                                                                                                                                                                                              Repeat for The number of days for which the resource will be on-call, starting from the day that you have selected in the calendar earlier. The dates for which the selected schedule applies appear at the bottom.
                                                                                                                                                                                                                            5. Click Submit.

                                                                                                                                                                                                                              Add Working Time to a Calendar

                                                                                                                                                                                                                              Working time differs from shifts in that it represents start and stop times that may differ from the pre-defined shifts. You might use working time when a resource works a different number of hours than he or she normally does or when the resource works at a different time of the day than the other resources.

                                                                                                                                                                                                                              1. Click the hamburger icon and click Calendars.

                                                                                                                                                                                                                                The calendar appears for the resources in your group or bucket.
                                                                                                                                                                                                                              2. For the resource for which you want to modify the calendar, click the shift for the required date.

                                                                                                                                                                                                                                The modify calendar dialog appears for the selected resource and date.
                                                                                                                                                                                                                              3. Fill up the following fields:

                                                                                                                                                                                                                                Field name Action
                                                                                                                                                                                                                                Schedule Select Custom Working Time from the drop-down list.
                                                                                                                                                                                                                                Note: You can create only one on-call shift per day. If you create a second on-call shift, the first one is deleted.
                                                                                                                                                                                                                                Time From Enter the time when the resource's work is to begin.
                                                                                                                                                                                                                                Time Enter the time when the resource's day ends.
                                                                                                                                                                                                                                Points If you are using points to cap activity assignments, you can enter them here. These points work the same way as points associated with a shift.
                                                                                                                                                                                                                                Repeat for Number of days starting from the day selected on the calendar to which the new working time applies. The start and end dates of the new schedule are displayed below the field.
                                                                                                                                                                                                                                The following figure shows the dialog where you add the custom working time:
                                                                                                                                                                                                                                This figure shows the fields to add the custom working time.
                                                                                                                                                                                                                              4. Click Submit.

                                                                                                                                                                                                                                The new schedule is displayed on the calendar.

                                                                                                                                                                                                                                Add Non-Working Time to a Calendar

                                                                                                                                                                                                                                Use non-working time to identify times when a resource, an organization unit, or a bucket is not available for work.

                                                                                                                                                                                                                                1. Click the hamburger icon and then click Calendars.

                                                                                                                                                                                                                                  The Calendar view appears for the group or bucket assigned to you.
                                                                                                                                                                                                                                2. Select the bucket, group, or resource for which you want to change the calendar.

                                                                                                                                                                                                                                3. Click the date for which you want to add the non-working time.

                                                                                                                                                                                                                                4. To add non-working time for the resource, click On-Call and update the following fields:

                                                                                                                                                                                                                                  Name Description
                                                                                                                                                                                                                                  On-Call Schedule The field that specifies that the resource is not working. Select Non-Working Time.
                                                                                                                                                                                                                                  Reason The reason for which the resource is not working.
                                                                                                                                                                                                                                  Repeat for The number of days for which the resource will not be working, starting from the day that you have selected in the calendar earlier. The dates for which the non-working time applies appear at the bottom.
                                                                                                                                                                                                                                5. Click OK.

                                                                                                                                                                                                                                  If the non-working time can be applied, the resource is marked as a non-working resource for the selected date range. If the non-working time can't be applied, a warning message appears. If you click OK, the non-working time is applied, but a warning message appears on the resource tree for that resource on that day. Non-working time can't be applied if the technician has anything other than repeating, shift, or mass type of activities assigned on this route. The activities on the resource’s route, other than mass and repeating activities, are rerouted or assigned to the bucket, if the following conditions are met:
                                                                                                                                                                                                                                  • The routing plan has the Enable reoptimization check box selected.

                                                                                                                                                                                                                                  • The resource meets the routing plan filter conditions.

                                                                                                                                                                                                                                  Inventory

                                                                                                                                                                                                                                  The term inventory describes the equipment that is used or the items that are consumed by activities. Inventory items can be located at the customer's home or business or carried in a technician's truck. Modems, faceplates, wire, cable, and electrical tape are all examples of inventory.

                                                                                                                                                                                                                                  You can perform the following tasks with inventory:
                                                                                                                                                                                                                                  • Add an inventory type

                                                                                                                                                                                                                                  • Install inventory

                                                                                                                                                                                                                                  • Deinstall inventory

                                                                                                                                                                                                                                  • Exchange inventory

                                                                                                                                                                                                                                  • Change inventory properties

                                                                                                                                                                                                                                  • Delete inventory

                                                                                                                                                                                                                                  • Search the Parts Catalog

                                                                                                                                                                                                                                  For more information about how to perform these tasks, see the Using Core Manage Cloud Service guide.

                                                                                                                                                                                                                                    Inventory Types

                                                                                                                                                                                                                                    The term inventory describes equipment that is used – or in the language of inventory – consumed by activities. Inventory items can be located at the customer's home or business or carried in a technician's truck. Modems, faceplates, wire, cable and electrical tape are all examples of inventory.

                                                                                                                                                                                                                                    Inventory includes both serialized and non-serialized items. Serialized inventory consists of individual pieces with serial numbers that identify both the type of equipment and the manufacturer/distributor.

                                                                                                                                                                                                                                    Non-serialized inventory, such as faceplates, wire and electrical type do not have serial numbers. This type of inventory is generic. One manufacturer's supply can be exchanged for another based on a model number.

                                                                                                                                                                                                                                    Non-serialized inventory is often accounted for in bulk by units of measure, such as feet, pounds, dozen, etc. These items are usually carried in the technician's truck, although the amounts required for individual activities are recorded along with serialized inventory on the Activities Detail screen and on the Inventories List in the technician's mobility device.

                                                                                                                                                                                                                                    The following figure shows the Add inventory type screen:
                                                                                                                                                                                                                                    This figure shows the Add inventory type screen.

                                                                                                                                                                                                                                      Add an Inventory Type

                                                                                                                                                                                                                                      You can create serializedInventory and nonSerializedInventory types.

                                                                                                                                                                                                                                      1. Click Configuration.

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

                                                                                                                                                                                                                                      3. Select Add New.

                                                                                                                                                                                                                                        The application displays the Add inventory type window.

                                                                                                                                                                                                                                      4. Complete the fields.

                                                                                                                                                                                                                                        Field name Action
                                                                                                                                                                                                                                        Label Enter a unique identifier for this inventory type.
                                                                                                                                                                                                                                        Active Check this box to make the inventory type available in drop-down menus.
                                                                                                                                                                                                                                        Non Serialized Check this box if the inventory type is non-serialized.
                                                                                                                                                                                                                                        Supports required inventory Check this box to make the inventory type required for selected activities.
                                                                                                                                                                                                                                        Model Property If desired, select additional characteristics for this inventory type from the drop-down menu.
                                                                                                                                                                                                                                        Name Enter a name for this inventory type in each appropriate language field.
                                                                                                                                                                                                                                        Unit of measurement If this inventory type is non-serialized, enter a unit of measure. Use a language and a unit of measure appropriate for the country in which this inventory type will be used.
                                                                                                                                                                                                                                        Note: In Oracle Field Service Mobility Cloud Service, users can upload images using the File inventory capture image property. This capability is not available in Oracle Field Service Core Manage Cloud Service, as it is read-only. If the property is defined in Oracle Field Service Mobility Cloud Service, Oracle Field Service Core Manage Cloud Serviceusers can see the image. If the property is not defined in Oracle Field Service Mobility Cloud Service, the field is not displayed in Oracle Field Service Core Manage Cloud Service.
                                                                                                                                                                                                                                      5. Click Save.

                                                                                                                                                                                                                                        Required Inventory

                                                                                                                                                                                                                                        You can list both, serialized and non-serialized inventory as Required for a particular activity on the Activity Details screen in Manage and on the Inventories List in Mobility.

                                                                                                                                                                                                                                        The following figure shows the Required Inventory tab on the Activity details screen:
                                                                                                                                                                                                                                        This figure shows the Required Inventory tab in the Activity details screen.

                                                                                                                                                                                                                                        The application monitors the required inventory that resources carry in their trucks against the quantities required for the day's activities and warns them if they have run out of an item needed to complete their route.

                                                                                                                                                                                                                                        The following figure shows the warning that a required inventory is missing with a resource:
                                                                                                                                                                                                                                        This figure shows the warning that a required inventory is missing with a resource.

                                                                                                                                                                                                                                          Parts Catalog

                                                                                                                                                                                                                                          Mobile personnel use the Parts Catalog to remotely access and search their company's spare parts inventory when working on maintenance and repair jobs.

                                                                                                                                                                                                                                          While technicians assigned to installation jobs usually know fairly well which inventory they are going to install and load on their trucks accordingly, they can determine the parts necessary for replacement only when at the customer's site after tests and diagnostics. The Parts Catalog enables the technician to look up the spare part required for replacement, discuss the replacement terms (price, period, etc.) with the customer, place an order for the spare part, find an alternative if the customer does not accept the initial offer, and issue an invoice.

                                                                                                                                                                                                                                          The Parts Catalog updates automatically every 30 minutes after the application is launched, and supports both online and offline operation.

                                                                                                                                                                                                                                            Restrictions and Permissions for Parts Catalog

                                                                                                                                                                                                                                            A resource must have the permission to use the Parts Catalog.

                                                                                                                                                                                                                                            The permission enables or disables access to the Parts Catalog functionality in the Manage and Mobility applications. Select the Parts Catalog check box in the General tab of the User Types screen for the required user type.

                                                                                                                                                                                                                                            With permission to use the Parts Catalog, the resource can access only catalogs in the language that was set for that resource in the Manage or Mobility applications.

                                                                                                                                                                                                                                              Search the Parts Catalog

                                                                                                                                                                                                                                              Parts Catalog is one of the search categories in the Search preferences window.

                                                                                                                                                                                                                                              The search key that you enter must contain a minimum of 3 symbols. Leading and trailing spaces are not included in the search key. The key is then matched against all searchable text fields defined in the Parts Catalog.


                                                                                                                                                                                                                                              This image shows Parts catalog window, which shows the list of search categories

                                                                                                                                                                                                                                              Search results are organized in a list containing the Parts Catalog item models and other previously defined properties.


                                                                                                                                                                                                                                              This image shows Parts Catalog search results window, which shows the list of item models

                                                                                                                                                                                                                                              The list header shows the total number of matches found and the number of entries currently displayed. If the results list is longer than the window length, the window contains the Show more results link that will display 10 more search results. Scroll the search results using the vertical scroll bar. Click any search result item to display the details of that item.

                                                                                                                                                                                                                                                Inventory Transactions

                                                                                                                                                                                                                                                Manage users have the ability to perform inventory transactions on behalf of a technician, if the user type permissions are enabled.

                                                                                                                                                                                                                                                Inventory actions are performed on the Inventory tab under activity details.
                                                                                                                                                                                                                                                Note: Some inventory actions (that is, install, deinstall, exchange) only appear when the activity is in a Started status.

                                                                                                                                                                                                                                                This figure shows the Inventory tab in the Activity details screen.

                                                                                                                                                                                                                                                Common inventory actions are listed in this section. The actual configuration may differ based on the way the application is implemented.

                                                                                                                                                                                                                                                  Install Inventory

                                                                                                                                                                                                                                                  The install inventory action provides the ability to track equipment or inventory that is moved from the technician inventory pool to the customer inventory pool. Typically, technicians install new equipment as part of the activity completion process and the Install action tracks the inventory consumed during the activity.

                                                                                                                                                                                                                                                  1. Click the Install link for the equipment in the technician pool.

                                                                                                                                                                                                                                                    The Install inventory dialog appears, as shown in the following figure:
                                                                                                                                                                                                                                                    This figure shows the Install inventory dialog.
                                                                                                                                                                                                                                                  2. Click OK.

                                                                                                                                                                                                                                                  3. Optionally, click Deinstall.

                                                                                                                                                                                                                                                    This allows the ability to undo an install if, for example, a device was installed in error.

                                                                                                                                                                                                                                                    Deinstall Inventory

                                                                                                                                                                                                                                                    Use the Deinstall action to track equipment or inventory removed from the customer pool. For example, if a technician removes an existing cable box at the customer premise because the service is cancelled, the Deinstall action tracks the removal of the equipment.

                                                                                                                                                                                                                                                    1. Click the Deinstall link for the equipment in the customer pool.

                                                                                                                                                                                                                                                      The Deinstall inventory dialog appears, as shown in the following figure:
                                                                                                                                                                                                                                                      This figure shows the Deinstall inventory dialog.
                                                                                                                                                                                                                                                    2. Click OK.

                                                                                                                                                                                                                                                      Equipment now shows as Deinstalled, as shown in the following figure:
                                                                                                                                                                                                                                                      This figure shows the updated Inventory tab, which highlights the equipment that was just deinstalled in red color.

                                                                                                                                                                                                                                                      Exchange Inventory

                                                                                                                                                                                                                                                      The exchange action allows a technician to replace equipment on the customer's premises with a piece of equipment from the technician inventory pool.

                                                                                                                                                                                                                                                      A common example of an inventory exchange is a DVR set top box is being upgraded to a new model. The tech initiates an exchange action, which removes the customer premise equipment from the customer pool and installs the upgraded box from his technician inventory pool.
                                                                                                                                                                                                                                                      1. Click on the Exchange action link.

                                                                                                                                                                                                                                                        A pop-up appears, allowing user to select another serialized equipment to exchange it with from the technician inventory pool, as shown in the following figure:
                                                                                                                                                                                                                                                        This figure shows the Exchange with dialog, where a resource an replace an existing equipment of a customer with another one from the inventory pool.
                                                                                                                                                                                                                                                      2. Click OK.

                                                                                                                                                                                                                                                        Once exchanged, the original equipment in customer pool shows as Deinstalled and the newly swapped device is now shown as installed, as shown in the following figure.
                                                                                                                                                                                                                                                        This figure shows the Equipment tab, which highlights the customer’s original equipment as deinstalled.

                                                                                                                                                                                                                                                        Change Inventory Properties

                                                                                                                                                                                                                                                        You can change the inventory properties on an existing customer pool inventory item.

                                                                                                                                                                                                                                                        1. Open the Activity details screen for the activity that has the inventory to be modified.

                                                                                                                                                                                                                                                        2. Navigate to the Inventory tab and click the Edit link.

                                                                                                                                                                                                                                                          The Edit inventory dialog appears:
                                                                                                                                                                                                                                                          This figure shows the Edit inventory dialog, where you can edit the properties of an inventory item that is with a customer.
                                                                                                                                                                                                                                                        3. Modify the appropriate properties.

                                                                                                                                                                                                                                                        4. Click OK to save changes.

                                                                                                                                                                                                                                                          Delete Inventory

                                                                                                                                                                                                                                                          Use the Delete action to delete customer pool inventory line items.

                                                                                                                                                                                                                                                          Note: Inventory items can only be deleted when the activity is in Pending status. When the activity is started, the delete option is not available.
                                                                                                                                                                                                                                                          1. Click the Delete link in the inventory grid, as shown in the following figure:
                                                                                                                                                                                                                                                            Figure showing the Equipment tab with the Delete option for installed inventory

                                                                                                                                                                                                                                                            A confirmation message appears.
                                                                                                                                                                                                                                                          2. Select OK.

                                                                                                                                                                                                                                                            The inventory item is removed from the customer pool.

                                                                                                                                                                                                                                                            Send a Hit

                                                                                                                                                                                                                                                            Some customers configure a Send Hit request option to allow for the provisioning of equipment and services (that is, initialize device or refresh services). It allows the technician to send a message, for example, to the external system and pass certain information to allow for the provisioning of that device. Send hit is usually configured as a send request or a manual message in Oracle Field Service Cloud.

                                                                                                                                                                                                                                                            1. Click Send Hit.
                                                                                                                                                                                                                                                              This figure shows the Send request dialog, which lets technicians send a message to an external system to allow its provisioning.

                                                                                                                                                                                                                                                            2. Select the Hit Type.

                                                                                                                                                                                                                                                            3. Click Send.

                                                                                                                                                                                                                                                              The manual message will be triggered and sent as appropriate.

                                                                                                                                                                                                                                                              Dashboard Charts and Reports

                                                                                                                                                                                                                                                              This section discusses the overview of dashboard charts and reports in the Oracle Field Service Cloud Mobile app

                                                                                                                                                                                                                                                              You can perform the following on dashboards and reports in Mobility:

                                                                                                                                                                                                                                                              • Configure dashboards in the Oracle Field Service Cloud Mobile app. The Main menu Dashboards in the mobile app serves as the single location to access Oracle Field Service Cloud reports, Oracle Field Service Cloud dashboards, and other application dashboards embedded in Oracle Field Service Cloud.

                                                                                                                                                                                                                                                              • Add Dashboard pages. You can now customize dashboard pages by arranging the available reports and dashboard in multiple tabs based on your preferences.

                                                                                                                                                                                                                                                              • Configure predefined dashboards. Predefined dashboards are ready to use dashboards for a user configured by another user. You can now configure predefined dashboards for a specific user type so that all the users in that user type can view this dashboard pages by default in dashboards.

                                                                                                                                                                                                                                                              • Configure available reports for a user type: You can now configure available reports or dashboards for a user type. Based on the configuration users in that user type will be able to see reports and dashboards in their available reports.

                                                                                                                                                                                                                                                              Dashboard Charts

                                                                                                                                                                                                                                                              Dashboard charts are graphical representation of a report. A user can configure a dashboard tab and drag the required chart icon from the Available reports menu and drop it inside a dashboard tab then the chart will display the details of the report accordingly.

                                                                                                                                                                                                                                                              Users will be able to remove a chart from a dashboard page using the X button in the upper right hand corner of the report.

                                                                                                                                                                                                                                                              In case of predefined dashboards charts, these settings are configured at the time of creation and users who view these predefined dashboards cannot modify these settings.

                                                                                                                                                                                                                                                              Standard Reports

                                                                                                                                                                                                                                                              Standard reports are represented as a tile in a dashboard tab as shown below. User can configure a dashboard tab and drag the report icon from the Available reports menu and drop it inside a dashboard tab. Reports will be represented with standard report icon and name in Available reports menu.

                                                                                                                                                                                                                                                              The report will be displayed with a description of that report in the dashboard tab along with a standard icon as follows:

                                                                                                                                                                                                                                                              This figure shows the standard report in Mobility.

                                                                                                                                                                                                                                                              Image shows standard report in Mobility.

                                                                                                                                                                                                                                                              While configuring a dashboard tab, user can add or remove the report tile from a tab. The Close button will be available while configuring a dashboard. Clicking this button will remove the report from dashboard tab. If the Available reports menu is hidden then the user cannot remove or add reports to the dashboard tab.

                                                                                                                                                                                                                                                              Note that the following functionality is not available in the Core Application Dashboards:
                                                                                                                                                                                                                                                              • Reports export option

                                                                                                                                                                                                                                                              • Print the route option

                                                                                                                                                                                                                                                              • Schedule report option

                                                                                                                                                                                                                                                              • Report Resource-User association

                                                                                                                                                                                                                                                                Configure Predefined Reports

                                                                                                                                                                                                                                                                Predefined dashboards are dashboards created by a user for a specific user type - all the users in that user type will be able to see this dashboard tab by default. User types control the access to configure predefined dashboards in the core application. The user (preferably, Administrator with configuration permission) can grant permissions to configure predefined dashboards for a user type.

                                                                                                                                                                                                                                                                To configure predefined dashboards in the Oracle Field Service Cloud core application:
                                                                                                                                                                                                                                                                1. Make sure that the user has permission to access dashboards from configuration page.

                                                                                                                                                                                                                                                                2. Navigate to the Dashboards page from the Configuration menu.

                                                                                                                                                                                                                                                                3. If the Available Reports pane does not appear, click the properties icon and select Configure current dashboard from the drop-down menu.

                                                                                                                                                                                                                                                                4. When you open the Dashboards page for the first time, dashboards will not be configured.

                                                                                                                                                                                                                                                                  This figure displays the default Dashboards page.

                                                                                                                                                                                                                                                                  Image shows blank Dashboards page.

                                                                                                                                                                                                                                                                5. You can either click the New Dashboard button or select the menu item to add a predefined dashboard to create a new predefined dashboard.

                                                                                                                                                                                                                                                                6. You can select the user type from the page header and add relevant reports or dashboard charts to the dashboard to create a predefined dashboard for that user type.

                                                                                                                                                                                                                                                                7. Users in that user type will be able to view the predefined dashboard now

                                                                                                                                                                                                                                                                  This figure displays the Dashboards page with predefined dashboard.

                                                                                                                                                                                                                                                                  Dashboards page view with predefined dashboard.

                                                                                                                                                                                                                                                                Only those users that have permission to create predefined dashboard will be able to configure, rearrange, rename or delete predefined dashboards.

                                                                                                                                                                                                                                                                With predefined dashboards configured for that user type, users can view the dashboard. To view the parameters configured for a dashboard chart, you can click the options icon.

                                                                                                                                                                                                                                                                Options configured while creating the predefined dashboard will remain the same for all the users in that user type.

                                                                                                                                                                                                                                                                  Edit a Dashboard

                                                                                                                                                                                                                                                                  You can select and edit a dashboard directly from the Dashboards page.

                                                                                                                                                                                                                                                                  To edit a dashboard tab:
                                                                                                                                                                                                                                                                  1. Navigate to the Dashboard tab.

                                                                                                                                                                                                                                                                    Note: You cannot edit a dashboard tab — add or remove dashboard charts or reports if the Available reports pane is hidden.
                                                                                                                                                                                                                                                                  2. In the Dashboards page, click the properties icon and select Configure Current Dashboard.

                                                                                                                                                                                                                                                                    The Available Reports pane appears.

                                                                                                                                                                                                                                                                    The figure shows the Dashboards page with Available reports pane after creating a tab:

                                                                                                                                                                                                                                                                    Image shows Dashboards page with new tab and Available reports pane.
                                                                                                                                                                                                                                                                  3. To add a new dashboard chart or report, drag-and-drop the chart or report from the Available reports pane to the dashboard tab layout,

                                                                                                                                                                                                                                                                    The selected chart or report appears in the dashboard tab.
                                                                                                                                                                                                                                                                  4. To remove a dashboard chart or report, drag-and-drop the chart or report from the dashboard tab layout.

                                                                                                                                                                                                                                                                    Delete Current Dashboard

                                                                                                                                                                                                                                                                    You can delete dashboards or reports on the Dashboard.

                                                                                                                                                                                                                                                                    Note: Apply caution when deleting dashboards; once they are deleted, dashboards cannot be retrieved from Oracle Field Service Cloud.

                                                                                                                                                                                                                                                                    To delete a dashboard tab:

                                                                                                                                                                                                                                                                    1. Navigate to the Dashboards page.

                                                                                                                                                                                                                                                                    2. Select the dashboard tab.

                                                                                                                                                                                                                                                                    3. Click the properties icon and select Delete current dashboard from the drop-down menu.

                                                                                                                                                                                                                                                                      The Delete Dashboard dialog appears.
                                                                                                                                                                                                                                                                    4. Click OK to confirm deletion.

                                                                                                                                                                                                                                                                      The deleted dashboard tab will not be available in the Dashboards page.

                                                                                                                                                                                                                                                                      Rename a Dashboard

                                                                                                                                                                                                                                                                      You may rename a dashboard to any name you wish to use.

                                                                                                                                                                                                                                                                      To rename a dashboard:
                                                                                                                                                                                                                                                                      1. Navigate to the Dashboards page .

                                                                                                                                                                                                                                                                      2. Click the Properties icon and selectRename Dashboard from the drop-down menu.

                                                                                                                                                                                                                                                                      3. In the Rename Dashboard dialog, edit the Name field to the dashboard name you wish to use.

                                                                                                                                                                                                                                                                      4. Click OK

                                                                                                                                                                                                                                                                      The Dashboards page refreshes to display the modified dashboard tab name.

                                                                                                                                                                                                                                                                        Filter Resource-Specific Data for Dashboards

                                                                                                                                                                                                                                                                        You can view date and resource as a generic filter for all the charts or reports configured in a dashboard page. You can set filters for all the dashboard charts or reports configured. Data would be displayed based on the filter selection.

                                                                                                                                                                                                                                                                        Resource filter can be used for displaying the data of dashboard charts at buckets (or organizations) or individual resource level.

                                                                                                                                                                                                                                                                        To filter resource-specific data in dashboards:

                                                                                                                                                                                                                                                                        1. Navigate to the Dashboards page.

                                                                                                                                                                                                                                                                        2. In the Left pane, select the resource to filter.

                                                                                                                                                                                                                                                                          The Dashboards page refreshes to show the data relevant to the selected resource.

                                                                                                                                                                                                                                                                          This figure shows the Dashboards page showing resource-specific data.

                                                                                                                                                                                                                                                                          Image shows Dashboards page with resource specific data.

                                                                                                                                                                                                                                                                          Filter Resource-Specific Data for a Selected Report

                                                                                                                                                                                                                                                                          You can filter resource-specific data for a selected report.

                                                                                                                                                                                                                                                                          To filter resource-specific data for a particular report:
                                                                                                                                                                                                                                                                          1. Open the dashboard tab in the Dashboards page.

                                                                                                                                                                                                                                                                          2. In the Left pane, select the resource to filter.

                                                                                                                                                                                                                                                                          3. In the Left pane, select the report.

                                                                                                                                                                                                                                                                            The selected report opens in the detail view to show the data relevant to the selected resource.

                                                                                                                                                                                                                                                                            Drag and Drop Reports and Charts in Mobile Devices

                                                                                                                                                                                                                                                                            You can drag and drop a selected report or chart in a Dashboard tab page anytime, provided the Available Reports pane appears on the Dashboards page.

                                                                                                                                                                                                                                                                            To reorder dashboard charts and reports in a dashboard tab:
                                                                                                                                                                                                                                                                            1. Open the tab on the Dashboards page.

                                                                                                                                                                                                                                                                            2. Ensure that the Available Reports pane is open. If not, click the properties icon and select Configure Current Dashboard to open it.

                                                                                                                                                                                                                                                                            3. Select the dashboard item (chart or report). Drag and drop it to the new location.

                                                                                                                                                                                                                                                                              You may need to press the icon for some time. You will be able to drag-and drop the icon to the tab page. The selected dashboard chart or report appears on the dashboard tab.

                                                                                                                                                                                                                                                                              Embed Dashboards in Mobility

                                                                                                                                                                                                                                                                              You can embed dashboards in Mobility. The Dashboards menu in the mobile application serves as the single location to access Oracle Field Service Cloud reports, dashboards, and other application dashboards embedded in Oracle Field Service Cloud.

                                                                                                                                                                                                                                                                              You can select the user type from the page header and add relevant reports or dashboard charts to the dashboard to create a predefined dashboard for that user type. Or, you can use the following procedure to embed a predefined dashboard as a dashboard tab.

                                                                                                                                                                                                                                                                              To embed dashboards in Mobility:

                                                                                                                                                                                                                                                                              1. Navigate to the Dashboards page from the Configuration menu.

                                                                                                                                                                                                                                                                              2. In the Dashboards page, click the Properties icon and selectAdd Dashboard.

                                                                                                                                                                                                                                                                              3. In the Add Dashboard dialog, select Embed Dashboard option.

                                                                                                                                                                                                                                                                              4. In the Name field, enter the dashboard tab name to add.

                                                                                                                                                                                                                                                                              5. In the URL field, provide the URL related to Oracle Analytical Cloud, Oracle Business Intelligent Cloud Services, or Oracle Integrated Cloud Services to the host server.

                                                                                                                                                                                                                                                                                The embedded reports are presented as a new dashboard tab on the Dashboards page.

                                                                                                                                                                                                                                                                                Note: You cannot configure embedded dashboards.

                                                                                                                                                                                                                                                                                Set Permissions for a List of Reports

                                                                                                                                                                                                                                                                                You can set the Available reports configuration option to enable reports.

                                                                                                                                                                                                                                                                                To set the necessary permissions for a list of reports:
                                                                                                                                                                                                                                                                                1. Navigate to the Dashboards page.

                                                                                                                                                                                                                                                                                2. Click the properties icon and select Configure current dashboard from the drop-down menu.

                                                                                                                                                                                                                                                                                  The Available reports pane appears as follows

                                                                                                                                                                                                                                                                                  This figure shows the default view of Available reports pane before setting permissions.

                                                                                                                                                                                                                                                                                  Image shows the default view of Available reports pane.

                                                                                                                                                                                                                                                                                3. Select the progress icon placed next to each report under the Available reports pane to enable it

                                                                                                                                                                                                                                                                                  This figure shows the Available Reports pane after setting permissions for the user type.

                                                                                                                                                                                                                                                                                  Image shows Available reports pane with available reports.

                                                                                                                                                                                                                                                                                The selected reports or dashboard charts will be added to the available reports list of that user type.