Activities on Your Route
Most of the work you do in the Oracle Field Service Mobility Cloud Service application will involve activities.
You can do any of the following with activities on your route:
View and add activity details
Start and complete
Add time to an activity
Mark an activity as Not Done
You can use the Nearby Activities screen to view unrouted activities, either in a list or on a map. Depending on your user type, you might also be able to move the unrouted activities to your route.
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.
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
|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|
Get Driving Directions for an Activity
You can get driving directions for a selected activity.
Using Navigate to get driving directions to the selected activity:
Login to Mobility from your mobile device.
Select one activity from the list and click Navigate. The Navigation app opens the selected activity location.
The activities listed on your home screen are grouped by status. Started activities are displayed at the top of the screen, Pending activities in the middle, and closed activities (those that have been Completed) at the bottom.
Pending activities appear in chronological order. Tap the up and down arrows to expand or collapse the sections.
If you scroll to view any future date and you want to return to the current date, use the left directional arrow present in the date column.
Similarly, if you scroll to any earlier date and you want to return to the current date, use the right directional arrow.
If you are missing any of the inventory required to complete an activity on your route, the system notifies you immediately, in red Missing required inventory text. This notice prevents you from showing up empty handed at a customer site. Open the Activity details screen and arrange to pick the inventory up before you travel to the customer location.
Select an Activity to Start
If you have more than one activity in the same location as your next pending activity, you will receive a notification that ‘You have N more activities at this location’ above the Start button.
When you click the Start button, you will get the list of activities placed at the same location. An activity is considered to be in the same location only if the following conditions are true:
scheduled for the current day
has resolved coordinates
has pending status
must be located in the same location — distance to the next activity must not exceed ‘X’ meters, where ‘X’ is the Resource Parameter
not blocked by other linked activity
By default, you have the first activity selected. You can select any activity placed at the same location from the list and then click Start.
When you are about to end an activity, you will receive a notification that ‘You have more activities at this location’ on the End Activity screen. When selecting the next activity, you can notice that the activities present at the same location are highlighted with a location marker next to them.
You can select any of the listed activities and click Confirm.
Enabling the Activity Selection Option
Under the Activity Management section, select the Suggest activity by location option.
A confirmation message appears on the screen. You need to refresh your browser to view the changes.
From the Configuration section, under Business Rules, select the Smart Location/GPS option (Resource is considered to be at the activity location if the distance to it is less than X meters).
Start an Activity
When you arrive at an activity, you must start that activity in Oracle Field Service Cloud. Oracle Field Service Cloud uses this data to project activity durations, travel time, and distance.
Always start activities as soon as you arrive at the customer’s location, even before you get out of your vehicle. If you forget to start an activity on time, contact dispatch so that they can start the activity and enter the correct start time for you.
Click the first pending activity in the list on your home screen.
The Activity details screen displays.
A confirmation screen displays.
Select the number of job hazards from the drop-down list and click Submit.The activity status changes to started.Note: After an activity is started, the activity will have the options to adjust time, or change activity status. Menu options are driven by previous activity actions.
Work-Progress Countdown Indicator
The work-progress countdown indicator appears on your screen after you start an activity, and displays the time remaining until you complete that activity.
Where the indicator appears on your screen depends on the mobile device you are using. If your screen width is 540 pixels or more, the indicator displays as a bar across the top. On narrower screens, the indicator displays on the right side of the title bar.
As the time remaining decreases, the color of the indicator changes from green to red. You will receive an expiration reminder when the countdown reaches five minutes. When the timer runs down to 0 hours and 0 minutes, the time is replaced with two dashes (--) for hours and minutes and the timer remains red.
You can adjust the time to indicate when you plan to leave the activity site by clicking Adjust and selecting the additional time you need to complete the activity. Adjusting the time updates the information that displays in the indicator.
Since the indicator displays on many Oracle Field Service Mobility Cloud Service screens, it still will be visible should you need to navigate away from the Activity details screen.
When you want to know more about an activity, you can view the activity details.
The Activity details screen includes information like customer name, account number, work order type, and primary phone number. Depending on your configuration, this screen also includes links to further details about customer contact information and the ability to create a Service Request Order.
To open the Activity details screen, click on an activity on your home screen.
Disable Personal Activity Tracking
The user can disable tracking for one or more personal activities such as lunchtime, etc.
If an activity is defined as ‘Personal’ on Activity type screen, then the particular activity cannot be tracked once it is in ‘Started’ state. A message, “Your location is not tracked for this activity” appears on the Landing page about the status of the activity. Location tracking will be resumed once the activity status is changed (for example, end, not done, or suspended) and route is still active.
This functionality is supported in the browser and installed applications (Android and iOS) and requires Oracle Field Service Smart Location, Oracle Field Service Professional Cloud Service or Oracle Field Service Enterprise Cloud Service.
How to enable/disable this option?
From the Configuration screen, select Activity Types.
From the Activity list, select the activity for which you want to disable the location tracking.
From the list of options, select/deselect the ‘Disable resource tracking for this activity type’ option.
The Notifications panel notifies you about route changes or activities that are no longer on your route.
A notification can save you time by stopping you from driving to a canceled activity. All notifications become available as soon as you activate your route, and a bell icon appears on your Activity details screen.
There are three types of notification messages:
Activity has been added
Activity has been deleted
Activity address has been updated
When an activity is added or removed from your route or when the address of an activity on your route changes, a number indicating how many notification messages you have displays on the bell icon.
Clicking the icon opens the Notifications panel.
New information appears in bold white text. Once read and closed, the information will appear in bold gray text if you access the message again.
When you refresh your browser, messages already read will not display on the screen. If you are offline for a period of time, all notifications accumulated during that time will display when you log in again.
Separate address-change notifications contain the updated information (in bold white text), as well as the old (in bold gray text).
You will receive this type of notification when any of the following information changes:
If an address-change notification is longer than two lines, clicking the ellipsis (...) displays the full text of the message.
View Additional Information about an Activity
You can view additional information about an activity, such as job number, map grid, node ID, and services list.
Select an activity from your home screen.
The Activity details screen displays.
Scroll to the bottom of the Activity details screen and click Additional Info.
Additional information about this activity displays:
Click Details to return to the Activity details screen.Note: Now, we have the ‘Pull to Refresh” available which refreshes the content available to the field resource.
View an Activity’s History
You can see the same information about the history of an activity as the dispatcher/supervisor sees in Oracle Field Service Core Manage Cloud Service.
An activity’s history displays when you click History on the Activity details screen.
The following figure shows activity history as viewed from the Oracle Field Service Core Manage Cloud Service desktop version. The tabbed options at the top of the screen vary by configuration. You may not see all these tabs on your screen.
When viewing activity history from a mobile device, the screen looks something like this:
Add an Internal Activity
For Oracle Field Service Cloud to provide accurate estimates, you must account for all of your time while working. If your user type supports it, you can add activities to your route for work you do that is not customer facing. You might add an activity for a company meeting, a lunch break, vehicle maintenance, or a stop for gas.
On the main screen, click Add Activity.
The Add Activity screen displays.
Type the information about the activity in the fields, and then click Submit.
Add Time to an Activity
If an activity cannot be completed within the estimated duration, click Adjust to add additional time. This action automatically recalculates the estimated start times for the activities later in the route.
Select the activity on your home screen that you want to add time to.
The Activity details screen displays.
Select the number of additional minutes the activity requires from the drop-down list, and then click Submit.
Suspend an Activity
You can suspend an activity and return to it at a later time in the route.
The Suspend feature in Oracle Field Service Cloud allows you to suspend both started and pending activities. The started activity is always ordered; the pending activity should be ordered.
When suspended, a started activity has the following characteristics:
You can work on it later during the day
A duplicate of the original activity is created in a suspended status
The duplicate is created for tracking purposes
When suspended, a pending activity converts to a not-ordered pending activity. A duplicate of the activity is created only when you start working on it.
Open the Activity details screen for that activity.
The Suspend activity screen displays.
Select the reason for suspending the activity from the drop-down list, and enter any notes you think might be helpful.
Select the time required to complete the remaining part of the activity in the Duration field.The duration of the pending activity is the duration you have added here and not the one calculated automatically.
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 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.
Mark an Activity as Not Done
When you select Not Done, the activity appears as completed on your route. This status closes the activity so that you can move on to the next customer.
From the Activity details screen, click Not Done.
The Not done activity screen displays.
Select the reason why the work could not be done from the drop-down list, and enter any notes you think might be helpful.
The activity moves to the closed list and is color-coded with the not-done status color.
Reschedule an Activity
If you user type allows it, you can reschedule an activity for another day.
From the Activity details screen, click the activity that you want to reschedule.
The details screen for that activity displays.
The Reschedule Activity screen displays.
Click the date to which you want to move the activity.
Oracle Field Service Cloud checks your schedule for that day and then displays the times in your schedule that are available for moving this activity. Rescheduling options include the following:
Blue dates are in the future and can be selected
Black dates are in the past and cannot be selected
After (an activity)
Select a rescheduling option for this activity.
Review the alerts in the confirmation screen, and then click Submit.
End an Activity
Once you have completed the work, you must use Oracle Field Service Mobility Cloud Service to close the activity. Depending on your business, ending the activity may include assigning codes, notes, and reasons, as well as obtaining a customer signature.
Open the Activity details screen and click End.
The End activity screen displays.
Select the appropriate finding-code options from the drop-down lists, and then click Submit.
The activity is marked with a Completed status, and will appear in blue on the list view in the Closed section.
Activity Management from a Map
The number of locations displayed on the Map will vary depending on the device screen size; this could range from few dozens to hundreds.
The location of the non-scheduled activities will be displayed based on priority using the following grades:
|Type||Definition||Order by||Marker Size/Color|
|Urgent Activities||Activities that have one of the values of priority property specified in the business rules on “Urgent” Activity Priority Configuration.||
|Normal activities under risk||Activities that have one of the values of priority property specified in the business rules on “Normal” Activity Priority Configuration.||
|Normal activities||Activities that have one of the values of priority property specified in the business rules on “Normal” Activity Priority Configuration.||
|Other activities under risk||Any other activities that have SLA ends before the end of the given day||
||Small / Pink|
|Other activities||Any other activities||
||Small / Yellow|
What You Can Manage from a Map
You can manage a large number of activities from the Mobility map in a fast and efficient manner.
view assigned activities on the map and in the form of a list
view the resources start and end location
identify intervals of available time in the route list
view nearby non-scheduled activities and their priorities (Urgent, Normal and Other)
review additional details of route and nearby activities
estimate a summary duration of the selected group of nearby activities
assign and schedule multiple nearby activities to the route in a single step
estimate distance using the map scale
review and order the new route, including seeing any constraint violations
Select Activities to Manage
You can click on any activity marker to view the details of the activity.
When selecting a multi-marker, the activity details of the group appears on the screen.
Log in to Oracle Field Service Cloud Mobility. A list of your activities for the day is displayed.
Click Map. The map and activity list appears on the screen.
Select the Scheduling layer from the layers icon to display non-scheduled activities.
Click an Activity Marker. The activity details appear on the screen.
Assign or Schedule Activities
You can assign activities to the route by clicking on each activity separately.
When you click Assign, the selected activities are added to the route. If the activity cannot be added for reasons such as losing service window or beyond access hours and schedule, an alert is displayed. When you click Dismiss, the activities are removed and not added to the route.
Activities are added to the route and you can change their order by moving the activities within the activity list. Once in the desired order, click Confirm to add the activities to the route. If you click Dismiss, the activities are removed.
In the Activity Details, click Dismiss to go back to the map or Assignto add the activities to the route for ordering.
Drag and drop the activity to the desired position in the route.
Click Dismiss to remove an activity from the route or Confirm to add the activity to the route.
You can move the location of the activities from one point to another in the map screen.
Select the activities that you want to move from point to another in the map screen.
Click Dismiss to keep the activities in existing location or Move the activities to desired location in the map.
Perform Group Operations on Selected Activities
You can perform group operations on selected activities from the map screen.
Log in to Oracle Field Service Cloud Mobility. A list of activities for the day appears on the screen.
Click Map. The Map and Activities list appears on the screen.
Select the Scheduling layer from the layers icon to display non-scheduled activities.
Click an Activity marker. The activity details appear on the screen.
Click Dismiss to back to the map or Assign to add the activities to the route for ordering.
Repeat steps 5 and 6 to add activities to your route.
Drag and drop each activity to the desired position on the map.
Click Dismiss to remove the activities from the route or Confirm to add activities to the route.
Adjust Travel Time
You can adjust the time required to travel to the next activity location.
The travel time countdown indicator appears on your screen after you change the activity status to End, Not Done, or Cancel, and displays the travel time to the next activity.
If you are offline and if you select an activity that is not the next activity in the actual route, the travel time to the next location will have a blank value as default. You can choose any value from the drop-down list.
The travel time countdown indicator appears on your screen depending on the mobile device you are using. If your mobile screen width is 540 pixels or more, the indicator is displayed on the right side of the title bar.
For the devices with lesser screen width, the indicator appears as a bar across the top.
As the time remaining decreases, the color of the indicator changes from green to red.
You can adjust the travel time to indicate if you need additional time to travel to the activity site by clicking Adjust. Adjusting the time updates the information that is displayed in the indicator.
Since the indicator displays on many Mobility screens, it still will be visible should you need to navigate away from the Activity details screen.
Pre-requisites to Adjust Travel Time
This section provides the pre-requisite required to adjust travel time manually.
Adjust Travel Time for Next Activity
You can adjust time required to travel to the next activity in some cases when you are about to complete the current activity
Start an activity by selecting Start.
Change the status of the activity to one of the three options (End/Not Done/Cancel). Either one or both options will appear on the screen:
Ability to select the Next Activity from a drop down list. This will display a drop down allowing you to select the next activity to be visited.
The Travel Time Remaining selection box.
Select required time from the Travel Time drop-down list.
Click Submit.The travel time for the next activity will be updated.
Considerations When Working Offline
When you do not have Internet access, you still can manage your route and continue to perform many of your daily tasks.
The word Offline in orange text below your name on your home screen indicates that your Internet connection is not stable enough to support online operations, and that cloudfieldservmobility is not sending or receiving information. Activity tasks and options that are not available when working offline are disabled in the menu bar.
Tapping the word does two things:
Displays a message confirming that you are offline
Initiates the synchronization process, which checks the availability of an Internet connection
When you work offline, your actions are saved in your browser’s memory. The actions synchronize with the cloudfieldserv server as soon as your mobile device is back online. Subsequently, there is no need for you to check your Internet connection continuously. When the connection is restored automatically, the Offline text disappears and the normal menu bar displays.
If you suddenly lose your connection, you should also be aware that:
You will be redirected to your home screen if you are in one of the screens that is not available in the offline mode.
You cannot send or receive updates to your route. You must contact dispatch to review all changes that affect your route.
Your might see a message telling you that you have exceeded your browser’s memory-storage limit, indicating that some of your actions will not be saved.
Some things you should know about the synchronization process:
If synchronization completes successfully, a Synchronization completed message appears and the normal online screen displays.
If a synchronization error occurs, an Internal error. Please review your route. message displays.
If you attempt to access one of the online-only screens when the connection has just been restored but the synchronization process is not yet complete, a Synchronization in progress. Please wait. message appears, along with a red Loading indicator in the bottom-right corner of the screen.
|You can:||You cannot:|
|For the route
Note: These tasks are in addition to the ones listed above.
Overview of Booking an Activity
When a technician performs an activity at the customer's premises, the customer may enquire about the possibility to perform another job for them on a different day. The technician must be able to collect the information about the new job, create an activity, and schedule it right away. To book an activity, the technician must also have the ability to check the available capacity for that specific date and time. This situation is handled by the Book new activity option. The Book new activity option is configured in the Mobility section of the Screen Configuration screen.
Accessed via the Mobility application, the feature of allows a user to create an activity in a specified capacity bucket and time slot, which will be then routed on a general basis. To be able to book an activity, the quota must be available in the selected capacity bucket on the selected date and time slot for a specific capacity category. As soon as the activity is booked, the capacity required for its performance is subtracted from the available capacity and added to the used capacity. The used capacity is compared to the quota values to make sure that orders for new activities are accepted only when the capacity is still available. Аs having capacity information up-to-date is crucial for the functionality, Activity Booking is available only in the online mode.
Creating a Booked Activity
The activity booking process includes three steps: creating the activity, scheduling the activity, and updating capacity. This section describes these steps.
From the action link on the Activity List window
From the Activity Details screen of an existing activity
Create a Booked Activity From the Activity List
Use the Book Activity button located on the menu bar. As the feature is available only in the online mode, the button is disabled when the mobile device is offline.
Tap Book Activity.The Book Activity screen opens with a blank activity booking form.
Add the activity and the customer details.
Click Dismiss to abort the operation, or click Next to continue with creating the activity.
Create a Booked Activity with Predefined Activity Information
Use the Book Activity button located in the Activity Details screen. As the feature is available only in the online mode, the button is disabled when the mobile device is offline.
Tap Book Activity.The Book Activity screen opens with the details filled in.
Edit the details as required.
Click Dismiss to abort the operation, or click Next to continue with creating the activity.
Click Activity to view the activity details.
Schedule a Booked Activity
The Time Slot screen is displayed when you click Next on the Book Activity screen. Use this screen to schedule a booked activity. The fields displayed on this screen depend on the way you have set up the layout. If the data entered in the previous step (creating booked activity) is insufficient, capacity is not calculated, and an error message is shown.
From the Schedule to drop-down list, select the capacity to which you want to schedule the activity.The available time slots change based on the selected capacity. The available time slots are displayed in Green and the current date is highlighted.
Use the navigation arrows to review the time slot availability in future dates.Time slots are displayed for a maximum of 45 days from the current date.
Tap the time slot in which you want to schedule the activity.You can select only one time slot for an activity.
Tap Details to view the activity details.
Tap Submit.The message, Activity has been booked appears.
This section provides the list of possible errors and the corresponding messages the user may encounter while booking activities.
Missing context error
If at least one of the two contexts ('Book new activity', 'Schedule booked activity') is not added before using the Activity Booking functionality, the message: Form is misconfigured. Context layout missing appears. Depending on which context is missing, the error is shown so, you can access the corresponding screens.
If any of the mandatory fields is empty on the booking activity contexts ('Book new activity', 'Schedule booked activity'), the validation message, Validation failed, please review your form is shown. If a time slot has not been selected on the Time Slot screen, the activity is not booked and the message, Validation failed, please review your form. Time slot is not selected is displayed.
Capacity calculation errors
Data entered in the previous step (creating booked activity) is insufficient.
A configuration has not been properly performed.
There is no available capacity that matches with the activity parameters.
Work skills support is disabled at the company level.
Work skills are not supported by this type of activity.
Capacity category cannot be determined using the given activity fields.
The selected activity type is inactive.
Work zone cannot be determined by the given activity fields.
Field or property that is required for work zone 'location' value calculation is missing.
Time slots are not supported by this type of activity.
Field or property that is required for the duration estimation is missing.
Field or property required for travel estimation is missing.
The matching buckets found do not have the required quota for booking this activity.
Unable to find appropriate quota bucket for this activity.