1Understanding Message Scenarios

About Message Scenarios

Oracle Field Service Cloud lets you send messages to your staff members, customers, and external systems containing the content you define and triggered by the events you specify. The application offers unlimited flexibility to configure message scenarios that meet all of your business needs.

When a field technician is running late, Oracle Field Service Cloud can notify your customers of the new estimated time of arrival. If a dispatcher reassigns activities, the application can notify the newly assigned technicians that their routes have changed. If an employee changes his home address, that information can be sent to the human resources management system. With the ability to configure notifications for these scenarios and unlimited numbers of others, Oracle Field Service Cloud helps you ensure up-to-date communication among people and systems.

A set of APIs can receive data from employees and external systems, such as inventory management and human capital management systems. If the incoming data matches any of the conditions you have defined for message scenarios, the defined actions are initiated and a message is sent to the appropriate entity – customer, staff member, or external data system.
Note: The recommended use of message scenarios is to deliver time-based notifications, typically using the Reminders, Alerts, or Visit selection in launch conditions. While it is possible to use message scenarios for all other launch conditions (such as Route, Activity, Inventory, and Service Requests), it is recommended that you use the Core API/Events REST API for integration.

A message scenario is a set of rules that specify how to process a message to a system or persons when a predefined launch condition occurs. A launch condition is an event within Oracle Field Service Cloud, for example, when a reminder notification should be sent to a customer 60 minutes prior to a technician’s estimated arrival time. When the launch condition occurs, the message scenario is initiated, running through the scenario steps as indicated and sending a notification though the specified delivery channel.

Message Scenario Notification Workflow

Messages are generated and sent based on pre-defined conditions.

This image shows the notification workflow, which is described below.

  1. The system provides a set of APIs to receive data from different sources, agents and external systems like customer relationship management, inventory management, and human capital management systems.

  2. If a certain condition is met when data is received, the relevant launch condition is activated.

  3. The launch condition invokes the start of one or more steps in the message engine.

  4. A message is generated and saved in the message queue at the end of every message scenario step.

  5. Each message is processed until it reaches its final status.

    Note: The following message statuses are possible:
    • New: Set by the message engine for successfully created messages that have not yet been sent to the message agent, which is the application that processes messages.

    • Falsemethod: Set by the message engine for messages that cannot be created due to an invalid configuration or missing data.

    • Obsolete: Set by the message engine for messages that are invalidated by an operation within the application, such as delete, move, or suspend, or by the creation of another message.

    • Sending: Set by the message engine for messages that are sent to and initially processed by the message agent.

    • Sent: Returned by the message agent when receipt of the message cannot be confirmed, for example, when a message was received by a voice mail system.

    • Delivered: Returned by the message agent if the message was delivered successfully and the final recipient has received the message. This status is not typically used for e-mail since verifying that the message was read is not possible.

    • Failed: Returned by the message agent for messages that cannot be delivered.

  6. If a blocking condition is met, the message is either not generated or generated but not sent. The message is then set to its final status.

  7. There may be inner steps included in the message scenario. An inner step is invoked in accordance with a final status of the message received as the result of the previous step processing.

  8. When all pre-defined conditions have been met, the message is sent to the corresponding message agent via the Outbound API.

  9. The scenario is complete when there are no more steps to be executed.

The following figure shows a possible scenario flow.

The image shows three possible message scenarios: A, B and C.

Overview of a Message Scenario

Once you have identified a situation for which you want to send a message, you create a message scenario.

First, you’ll create the message scenario by naming it and defining its active dates. To complete the message scenario, you must then define:
  • Launch condition—The system event that initiates the message scenario.

  • Scenario steps—The step or steps to be invoked once the launch condition occurs.

  • Recipient—The persons to whom the message is sent.

  • Delivery channel—The method by which the message is sent to the recipient.

  • Notification details—The time the message will be sent, any delay or blocking conditions, and the number of delivery attempts.

  • Message content—The body of the message, which can contain variables for specific events.

Message Scenarios Configuration Screen: Overview

The Message Scenarios screen lets you define and modify all elements of a message scenario.

The Message Scenarios screen is accessed by clicking Configuration and then selecting Message Scenarios under the Subsystems and Integrations heading.
Message Scenarios screen that lets you define message scenarios.

The left side of the screen contains the message scenario list, and the right side includes three sections: the Scenario general info section that displays the information that was entered when the scenario was created, the Launch conditions section that triggers the execution of the scenario steps, and the Scenario steps section that defines the actions to take when the message scenario is invoked.

The list of message scenarios on the left panel of the Message Scenarios screen shows all of the configured message scenarios, including the name, label, number of steps, and an error message, if applicable. The scenario you select is highlighted in the list. You can add message scenarios by clicking the plus sign at the top of the list, and remove them by clicking the minus sign.

The Scenario general info section includes the name of the message scenario, its label, and its status. The status is inactive if the start and end dates are both in the past, and no messages will be generated for this scenario. Otherwise the status is active. Three active conditions exist:
  • Active—The start date is in the past, and no end date is set.

  • Active from [start date]—The start date is in the future, and no end date is set or the end date is in the future.

  • Active till [end date]—The start date is today or in the past, and the end date is in the future.

Message Scenario List Warning Messages

If a message scenario is configured improperly, a warning related to that scenario will appear in the list of message scenarios.

Table Message Scenario Warning Messages

Message Description
No launch conditions

Appears when no launch condition has been defined for the scenario. New scenarios do not yet have launch conditions, nor do scenarios that have had their launch condition removed or assigned to another scenario. No message will be generated or sent for message scenarios that do not have launch conditions.

Correct this error by adding a launch condition.

There is no start step in scenario

Appears when the scenario has no steps or when all the steps are defined as inner steps. Since there is no starting point, the scenario cannot be executed.

Correct this error by adding a start step or designating one of the inner steps to be the start step.

Endless loop

Appears when the steps create a loop, potentially causing an endless loop situation.

Correct this error by modifying the step sequence as needed to prevent a loop.