2Dispatcher Activities

How the User Interface is Organized

The user interface is organized into screens, sections, and features, which help you accomplish your daily activities.

This table lists the user interface elements and gives the action you can perform with it.

User Interface Element Action You Can Perform
Resource tree Organize the elements of your organization—both personnel and equipment, into hierarchical groups, usually based on geographic location.
Work area View the resource’s schedule in the work area. Expand the Resource tree and select a resource for which you want to view the details.
Lower work area Drill down the schedule in the work area to review the schedule, and drag and drop tasks from one resource to another.
Menu tabs Access the frequently-used screens. You can configure the way you want to display the tabs, by choosing a theme on the User options screen.

Classic Versus Vanilla Theme

You can view the menu tabs using two major themes—Classic and Vanilla. The Classic theme shows the menu tab names in text and doesn’t include the navigation (hamburger) menu. The Vanilla theme shows icons for the menu tab names and includes the navigation (hamburger) menu.

You can configure the header icons for your choice of the most frequently used screens. Regardless of the theme you select and the number of icons you choose, you can only see four icons. 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 to the right of the | marker. You can configure the menu in the Configuration > User Types > Main menu items screen. This 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

Your administrator configures the header icons on the Main Menu Items context layout screen. The item that is placed first in the list becomes the Home icon. This screenshot 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 your administrator moves Daily 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 you can access the menu using the left pane. This screenshot shows the icons that you can use in the header:
This figure shows the icons that can be used in the header.

Resource Tree

You can use the resource tree to see a hierarchical view of your organization’s resources, typically sorted by geographical region. The resource tree displays to the left of the screen.

You can hide the resource tree by clicking X and show it by clicking the down arrow (v) and the pin icon. This is how the resource tree with pin button is displayed:


This screen shot shows the resource tree with a pin button. .

When you select a resource from the resource tree, the resource’s activities display in the work area on the right. You can expand and collapse the resource tree entities using the forward and down arrows.

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

  • 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

You can identify the resource tree elements based on the shape of their icons.

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

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 icon and the queue status in the resource hint. Your administrator configures these on the Screen Configuration screen. Additional symbols appear for certain exception situations. For example, a grey box indicates a non-working resource.

Work Area

You can see the details of a resource that you select in the resource tree, in the work area. When you click a menu tab, you see the corresponding information for the resource in the work area. Across the top of the work area are several buttons. Use these buttons to access features such as filtering the details and viewing details for multiple days.

The work area is shown in this screenshot:
This screenshot shows the work area on Dispatch Console.

Date Field

You can select a date from the date field to view the activities of the resource for that day This screenshot shows the date field, which can be clicked to see the calendar and select a date of your choice. If you select a time interval and a start date on the calendar, you see the activities for the time interval, from the start date. Use the arrows to move forward or back in time on the calendar, as shown in this screenshot:
This screen shot shows the calendar, which displays days, weeks, or months based on your selection.

View Button

You can fine-tune the information that you see in the work area with the View button. The View button displays a list of configured filters as shown in this screenshot:


This screenshot 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 resource trace check box is displayed only if you have purchased Oracle Field Service Smart Location.

Action Button

Use the Action button (gear icon) to perform actions such as adding an activity, activating a route, or starting an activity. These actions affect the information in the work area. Here is how the Action button looks on the Dispatch Console:
Figure showing the options in the Action menu
Your User Type, the screen you are viewing, and your settings determine the actions that you can see in the drop-down list. Depending on your configuration, these same links can be visible in the hints.

View the Lower Work Area Panel

If you want to view day-level or week-level details and at the same time, drill-down the details for a specific entity, you can do so using the lower work area panel. In the lower work area panel, you can see the details of an entity selected either in the upper panel or in the resource tree.

You can drill down to display the route information for any resource, bucket, or group selected in the upper panel. For example, if you select a resource in the upper panel, you can see the scheduled or non-scheduled activities for that resource in the lower work area.

As you can access the Resource Tree directly from the lower work area, you can use it to search and display information independent of the display in the upper panel. This way, you can have a detailed comparison of the resource availability in two panels.

Follow these steps to view the lower work area:
  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 resource's schedule is displayed in the lower work area.

  6. Optional: Drag and drop the display in the lower work area 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 is how the two panels of the Dispatch Console are displayed:
    This screen shot shows the details of a resource drilled down in the lower work area panel of the Dispatch Console.

Screen Layout Optimization

If you are using a large monitor, you can view the screens in optimized layout.

This means you can view more information on a single screen without having the need to navigate to other screens. If you are using the Core Application on a mobile device, the screens remain optimized for touch interaction.

Search Results Actions

As a Dispatcher, when you search for activities in order to inspect details, adjust data, or perform some actions with the activities, you’ll find display links in activity hints of the search results. This makes it easy for you to perform an action on the activity directly from the search results rather than navigating to each screen separately.

Note: When you search for activities on other screens, the links in activity hints won’t be visible.

Resource and Activity Views

You can identify at a glance, the location of your resources and the status of their routes 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

You can access the important functions that you use frequently, from the menu tabs. The menu tabs are displayed in the header and are configured by your administrator.

As a Dispatcher, you typically perform most of the work in the Dispatch Console tab. The items you see listed for your company’s configuration may be different based on your user type.

This screenshot 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
Dispatch Console Access the Dispatch Console screen to perform most of the dispatch work.
Dashboard Access the reports Dashboard to generate reports.
Daily Access the Daily view of a resource, a bucket, or an organization unit. This view is available only in Legacy Manage.
Configuration Access the configuration menus for Oracle Field Service.

Color Codes

You can determine the status of the day’s activities quickly, as the activities are classified by color codes.

This table explains the default colors and their corresponding statuses:

Note: You can change the color codes during implementation to show the colors that your company prefers.

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

Time View

As a dispatcher, you can get an instant picture of the day in real time, on the Time view. The Time view is a Gantt table where you see the activities for the selected resource, group, or bucket. You see the activities as blocks of time and you can also see 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, as shown in this screenshot:
This figure shows the time view of a bucket or an organization unit.

In the example mentioned earlier:

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

  • Time Scale: The 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 these 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 than the '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 that 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 mark on a resource silhouette indicates an alert, and the activities in pink are the activities that are in jeopardy as shown in this screenshot:
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.

In most cases, Oracle Field Service uses the actual travel time reported by technicians. However, sometimes, the application uses the estimated travel time. The application verifies these conditions to decide whether the estimated travel time can be used as actual travel time:
  • If an activity has the "Expected idle time" attribute, then whether the actual travel time is greater than the estimated time.

  • The "Expected idle time" is true, if at least one of these conditions is met:

    • The activity has a service window AND the activity is assigned (scheduled) to the service window start time.

    • The activity has a SLA window AND the activity is assigned (scheduled) to the SLA start time.

    • There is a finish-to-start, a start-to-start, or a simultaneous link. The start time of this activity depends on another activity, AND according to this link, ETA is equal to the minimum allowed value.

Month View

You can use the Month view to see the activities scheduled for 30 or 31 days, depending on the month, starting from the selected day.

You can see these items on the Month view:
  • The activities scheduled for the month.

  • Activity labels.

  • Icons and/or shift names for on-call shifts.

How Activities are Displayed

The shape and colors of activities are same in the Week and Month views. In the Month view, you can see the daily activities at the work day/work schedule level, instead of the time level. So, if two resources have different start times, you see their starting activities 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 you scroll for the Week or Month views.
For the 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, you see a condensed view with striped bars. You can click the condensed activity view to see the activity details and the activity hint. You see a segmentable activity that ends at the end of the previous day and starts at the beginning of the next day, as a single activity over multiple days. You can move activities 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 routes that 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 to 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.

  • Segmentable 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.

  • The On-call filter in the View menu shows only those resources that have an On-Call shift assigned with no working calendar, and it shows resources with a working calendar that are not On-call.

  • 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 don't fit into ¼, ½, or ¾ of the workday length are shown as multi-activities (striped bar) using these 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.

How Activity Labels and On-Call Shift Icons are Displayed

Your administrator must configure the labels on the Configuration > Screen Configuration > Legacy Manage > Activity time view label page. These are the guidelines based on which the activity labels and on-call shift icons display.
  • Single activities and segmentable activities are now shown with the corresponding labels. If a segmentable activity is shown as two or more segments, you can highlight all the segments by pointing to one of the segments.

  • When multiple activities are shown, it is possible that only the first few characters of the label appear. To view the complete information, click the individual activity hint.

  • If there are no activities for a given day, and an on-call shift exists, the on-call shift is shown for the whole width of the day cell.

  • If activities are planned for an on-call shift day, the shift shows as an icon. The icon appears before the activities, if the shift starts before the last activity for the day ends. The icon appears after the activities, if the on-call shift starts after the last activity for the day ends.

  • When both on-call and activities are shown, the name of the on-call shift may not appear. To view the complete information of the shift, click the shift hint.

  • Let’s say the shift is shown as an icon, or the name of the shift is truncated due to its length. You can click the shift icon to see the full name of the shift, its start and end time as a tool tip.

  • If a resource doesn’t have activities, but has an on-call shift for a given day, the on-call shift icon and the shift name are shown. If a resource has one or more activities and an on-call shift, the on-call shift is shown only as an icon.

Configure List View

You can use the List view to get a chronological list of the day’s activities for the selected resource, group, or bucket. Activities are ordered by estimated start time. Use this view when you want to see both, the daily schedule and the related details all at once. You can rearrange as well as show and hide the columns in this view. The length of a travel bar on the List view is based on the 'Continuous traveling time' setting.

  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. Drag and drop the columns to change their order.

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

Map View

You can use the Map view to see the day’s activities, the trace of a resource’s route, the resources near another resource, non-scheduled and not assigned activities. Not only can you see the activities for the selected resource on the map, you can also see them in a chronological list on the right of the screen. Further, you can see the non-scheduled and not assigned activities with the map markers that your administrator has configured.

This screenshot 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 screenshot 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.

Non-Scheduled and Not Assigned Activity Map Markers

You can use activity map markers to differentiate between activities, or filter specific non-scheduled and not assigned activities on the Scheduling layer on the Route map and on the Dispatch Console map.

Your administrator configures the activity markers by associating predefined shapes with filter conditions. For example, you can have a star to indicate installation activities, or a square for maintenance activities. These markers display for not assigned and non-scheduled activities on the Scheduling layer of the Route map and for non-scheduled activities on the Dispatch Console map.

Default Markers: Urgent and Other Activities

By default, two markers are available:
  • Urgent activities: Activities that are urgent. These are displayed as big red circles on the map. The property for urgent are considered based on the Activity priority setting on the Business Rules page. If the property for Urgent activity is not configured, then the red marker does not appear on the map. However, the 'Urgent' item remains on 'Activity map markers' window.

  • Other: Activities that are not urgent and do not meet any filter conditions associated with markers. They are displayed as yellow small circles or small pink circles on the map, when the activity is under risk.

Note: Activities under risk that are displayed as pink markers have higher priority than the normal activities with a configured marker.

Invalid and Unavailable Filters

Let’s say you configure a filter for a marker and then change the conditions for the filter on the Add filter or Modify filter page. The filter is invalid when:
  • You change the properties in the filter conditions on the Add filter or Modify filter page.

  • You delete the filter conditions.

  • You add a new dynamic filter condition on the Add filter or Modify filter page and do not populate a value for it on the 'Activity map markers' page.

If a filter is invalid, then:
  • The configuration item (marker and filter) is not applied to the activities on the map.

  • The item is highlighted on the Business Rules screen and the Activity map markers screen with the message, 'Wrong filter' in red.

Filter Unavailable for a User Type

Let’s say a filter is not available for a User Type, that is, the filter is not added to Selected box on the Add filter or Modify filter screen. Then, the associated marker doesn’t display on the map for the users of such User Type. Further, if the activity matches the filter conditions, a marker with a lower priority is applied. If no filter matches, then the (Other) marker is used.

How a Marker is Determined for Activities in a Cluster

When multiple activities cluster on the map, the marker for the activities is determined based on the priority of the marker. The examples given here show how markers are determined—the result described here is based on the descriptions given in the Default Markers: Urgent and Other Activities topic.

Consider the activity map markers, as shown in this screenshot:
This screenshot shows three activity markers configured, other than the default markers.
Activities under risk that are displayed as pink markers have higher priority than normal activities with configured markers.

Example 1

  • Activity 1 meets 'New installation' filter conditions and is not under risk.

  • Activity 2 does not meet any filter conditions and is under risk.

Result on the map: Activity 2 marker is displayed.

Example 2

  • Activity 1 meets 'New installation' filter conditions and is not under risk.

  • Activity 2 meets only 'Days to SLA: 2' filter conditions and is under risk.

Result on the map: Activity 2 marker is displayed.

Example 3

  • Activity 1 meets criteria for Urgent activities.

  • Activity 2 meets 'New installation' filter conditions and is under risk.

Result on the map: Activity 1 marker is displayed.

Display Activity Markers on the Map

You can display activity markers on the map, to differentiate between activities, and to view specific activities such as activities that are at risk.

  1. To view the markers for non-scheduled activities in the Dispatch Console:

    1. Go to Dispatch Console.

    2. Click a bucket or group in the Resource tree.

    3. Click the Map icon and then select Non-Scheduled or Not Assigned.

  2. To view the markers on the Route map:

    1. Click a bucket or group icon on the Resource tree.

    2. In the hint, click the Route icon.

    3. Click the map icon and then select the Scheduling layer.

Higher priority markers display on the map, when these two conditions satisfy:
  • There are many activities in the same location, or activities are displayed in a clustered location.

  • Activities have different map marker priorities.

Markers with different priorities display separately in clustered locations as you zoom in on the map, unless the location is the same. Activities that are under risk and are displayed as pink markers have higher priority than normal activities with configured markers. When an activity has no resolved coordinates, then it is marked with a crossed bubble in the right panel.

Distinguish Between Non-Scheduled and Not Assigned Activity Map Markers

The Dispatch Console Map displays both, non-scheduled and not assigned activities with map markers.

It can be difficult for you to distinguish one from the other. So, the best practice is to configure different markers for non-scheduled and not assigned activities. For this, create a filter and use the 'Activity scheduled? [is_activity_scheduled]' property for the filter condition. You can configure it as a single condition or in combination with another condition.

Resource Track Highlighting

There are two ways in which you can analyze a resource track in the Map View—by viewing the route between resources and by highlighting a specific part of a track. When you hover over a breadcrumb on the map the part of the track that contains the selected breadcrumb is highlighted. When you hover 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.

These are the scenarios in which a track is highlighted:
  • 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.

This screenshot shows a track between points B and C highlighted in red:
This figure shows the track highlighted between points B and C.
The track is highlighted according to these rules:
  • 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. This screenshot shows a clustered breadcrumb with the hint:
This screenshot shows the hint for a clustered breadcrumb.

View a Group or Bucket in Map View

You can see the location of all the resources, including child 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. You can also se a plotting of the suggested route, driving directions, and 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 a 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 you have enabled the Google maps service at the time of setting up the instance, you can see the satellite view layer icon. This screenshot shows the Map view for a resource and the activities assigned to the resource:
    This screenshot shows the Map view for a resource and the activities assigned to the resource.
  3. Click View.

    The View menu opens:
    This screenshot 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 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 the 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 you have enabled the Google maps service at the time of setting up the instance, you can see the satellite view layer icon.

  3. Click View.

    The view menu opens.

  4. In the View menu, select the Show Nearby Resources check box.

    The screen shows the other bucket resources in the area.
    This figure shows the other resources in the area.
  5. Click any icon to see the 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 Show Traffic.

    The Show Traffic check box is displayed if you have selected the Use real-time traffic data check box 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 varies based on the map provider’s data availability, which may not be available in all countries, areas, states, provinces, and localities. 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.

Select Activities on Dispatch Console Map by Drawing a Polygon

You can select non-scheduled activities from the Dispatch Console map by drawing a polygon on the map. You can assign the activities thus selected by dragging and dropping them, or by using the Move option.

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

  2. Navigate to the Dispatch Console map and select 'Show non-scheduled'.

  3. Click the lasso icon.

    The application switches to drawing mode and the message, 'Outline area to select activities' is displayed on top of the map.
  4. Draw an enclosed shape using the lasso.

    The activities located inside the shape are displayed in the right panel on the map. All clustered activities are selected as well. Route activities (or scheduled activities) are not considered for selection. Activities in the right panel are ordered according to their priority set in the Non-scheduled and Not assigned activities map markers section on the Business Rules screen. In addition, markers, if any, are shown for the activities in the right panel.
  5. To select the activities for further action, click the required check boxes in the right panel.

    The number and total duration of the selected activities is displayed on top of the panel. You can perform these functions with the selected activities:
    1. Drag and drop the activity to a resource on the resource tree.
    2. Click Move to move the activities to the current resource.
  6. To exit the drawing mode, close the message.

Dispatch Map Zooming and Centering

Dispatch maps are zoomed and centered based on these rules:
  • The zoom level of the Dispatch map remains the same, even if you change the routes. In other words, when you add or remove an activity from a resource, the map does not 'jump' to the new route. The map boundary and zoom level remain the same after these actions:
    • You move an activity to/from the Scheduled panel on map.

    • You assign an activity from the Dispatch map (by drag and drop or Move functionality).

    • You move an activity on another panel (list view, time view, map view).

    • You refresh the screen, or it is refreshed automatically (when the frequency of refresh is defined on the 'My display' page; this option is applicable only for Legacy Manage). The map is re-centered if you click a resource in the Resource Tree or the map icon in the Dispatch Console.

  • When there is no data binding for these maps:
    • Team Map: When no activities, start and end resource locations, or home zones centers of resources from group are available

    • Resource Work Zone maps: When no Work Zones are configured for the selected resource

    • Work Zone configuration map: When no shapes are configured for the selected Work Zones

    • Quota map: When no Work Zones with shapes are configured for the selected bucket

    Then the map is centered based on these entities:
    • The activity location statistics of the area where the company operates.

    • The company boundaries as defined on the Business Rules screen.

    • The whole world.

    If the company boundaries are set to a country, then the whole country is displayed when no data binding exists. If several company boundaries are set, for example, the company operates in several countries across Europe, then the map includes all binding areas that are added.
  • When you drag a Google map, a layer with activities and routes 'sticks' to its map tiles. There is no 'jelly' effect when activity markers lag behind the map while scrolling.

  • When you enable the Scheduling layer, the non-scheduled activities are displayed on the Route map. You can view the Activity details screen from the activity hint. After you navigate back from the Activity details screen, the map is focused on the same area, with the hint opened for the selected activity.

Select an Activity to Schedule from Route Map

You can pick and assign any activity from the list using the Scheduling Layer on Route Map. Activities within the same location or proximity are clustered into one marker with a thick border. You can select any activity when working with the clustered activities. When working with clustered activities, you can safely navigate to the Activity Details screen and back to the Route Map screen. During this time, the selected activities remain as is.

  1. Navigate to the Route Map screen.

  2. Select the Scheduling option in Layer Switcher.

  3. Select the clustered activity marker.

  4. Look for the activities from the cluster on a separate panel on the map.


    This screenshot shows the activities in a route map that can be clustered.
  5. Select the activities that you want to assign to a schedule.

  6. Click Assign and confirm the selected activities.

    The selected activities are added to your route.

Draw Polygon to Select Activities

When you enable the Scheduling Layer, you’ll see a new Lasso icon on the Route Map screen.

This icon helps you switch to ‘draw’ mode, where you can select activities on the Scheduling Layer. You can select all the activities within a drawn enclosed shape and all the selected activities are displayed in the activity panel. You can add the selected activities to your route.

How to select activities?

Follow the steps below to select activities:

  1. Click the Lasso icon to switch to drawing mode.

    A message Outline area to select activities is displayed on top of the map.

  2. Draw an enclosed shape in the Scheduling layer.

    This figure shows the message displayed on the screen when you click the Lasso icon.
  3. Select the listed activities and assign them to your route. Click Assign.

    This figure shows the list of selected activities which you have selected by drawing a polygon.
  4. To cancel the drawing mode, you must close the message hint or zoom the map in or out.
Note: The drawing functionality is available in online mode only.

Show Selected Activities on the Dispatch Map

When you select multiple activities on the Dispatch map (by drawing polygon or selecting clustered activity), the selected activities appear on the right panel on the map. When marking one or several activities in the panel, the top panel displays the number and total duration of marked activities. To assign them to other resources:
  • Drag the marked activities to the resource from the tree

  • Move functionality after clicking Click on the Move action at the top of the panel

In the panel, the activities are listed according their priority (Urgent, Under risk, Other). The activities appear on the map with different markers - bubbles.

Show identifiers on the route map

When you select multiple activities on the Route map (by drawing polygon or selecting clustered activity), the panel displays activity marker and activity identifier for the activities.

View Resources and Activities in Two Panels

You can operate the upper and lower panels independently, within the Time view, as the panels have their own controls. Since you can access the resource tree 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 investigating the availability simultaneously in more than one section of the tree. This screen shot shows the two panels of Dispatch Console:


    This screen shot shows the Dispatch Console 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.

Activity and Resource Hints

A hint is displayed when you hover over an activity or a resource and it provides contextual links to relevant screens. In an activity hint you can include links to activity-related screens such as Activity details and action screens such as Start activity and Suspend activity. Similarly, in a resource hint, you can include links to resource-related screens such as Add activity, Activate route, and Assign to team. Your administrator configures the links on activity and resource hints.

Activity and resource hints appear and behave the same way throughout the application. After your administrator configures the hints, regardless of the screen on which the hints are displayed, the same configuration is applicable. The links that are configured to display on the hints display at the bottom of the hint on all the screens.

Activity hints in Dispatch Console show a small map view of the location, if available. The Show Non-scheduled and Show Scheduled links are shown only in hints within the Dispatch Console. They are not shown in hints on the other screens.

On small screens, activity hints opened from Search results are displayed in the full-screen view, similar to the way it is displayed when opened from the Dispatch Console.

Information on the resource hint is displayed in the time zone of the resource this hint belongs to. For information about the time zone for the activity hint, see the Time Zone Settings topic.

Activity Details Screen

You can use the Activity details screen to view all the details of an activity. You can also perform actions such as move, cancel, view the history, reschedule, manage inventory, add resource preferences, and view the message scenarios.

This screenshot shows the Activity details screen with the Resource name and Scheduled activity date in the header, Customer info, Service info, PAS, Equipment, Resource Preferences, and Message:
This screenshot shows the Activity details screen and its associated tabs.
The tabs contain specific information about Preferences, Messages, and History. Your administrator can configure this to your company’s requirements and may include additional custom tabs, such as Customer and/or Service Info, Inventory, Required inventory and others.

Inventory List Tab

The Inventory list tab displays the details of the equipment that is either installed at the service address or is required to complete the activity. You can use this screen to change equipment on behalf of a resource working at the service location. Administrators can configure the details that you want to display on this tab, using the Inventory Identifiers Context Layout Structure screen.

The display of information on the Inventory tab depends on your device. If your device’s screen is wider than 1024 pixels, the inventory details display as a table. This screen shot shows the Inventory list tab on the devices that are wider than 1024 pixels:
This screen shot shows the Inventory list tab as it is displayed on a wide screen device.
The Required Inventory section always displays first on the Inventory list tab. There is no configuration required for it. The remaining inventory items display below the Required Inventory section. On tablets and mobile devices, if there is more than one item, inventory items are grouped by inventory type. An inventory group is collapsed, if there are more inventory items than set on the Mobile Inventory Count setting on the User Options screen. This screen shot shows the Inventory list tab on the devices that are smaller than 1024 pixels:
This screen shot shows the Inventory list tab as it is displayed on a small screen device.
The Inventory list tab may include this 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 vary based on your company’s configuration.

Resource Preferences Tab

You can use the Resource Preferences tab to add or view 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 to the activity.

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

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

Messages Tab

Messages displayed in this tab include:

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

  • Messages sent to or received from an external system.

Messages are displayed per these rules:
  • 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 that have the Failed status. Such messages are important for troubleshooting, so they don't 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 lists.

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

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

  2. Click Search. The screen resets, displaying all messages, as shown in this screen shot:
    This screen shot 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: Indicates 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): Specifies the 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 for failure.

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

    equipment S/N: Indicates the serial number of any equipment referenced.

    Time Delivered: Indicates the time the message was delivered.

History Tab

You can use the History tab to view all the events associated with this activity from the time it was received through completion. Additionally, the tab also shows information related to the activity route, which includes the time before the activity was created and after activity was completed. Such information is necessary for dispatch audit and helps you analyze unclear cases, for example, why a technician could be late for an appointment.

You can see 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. As a dispatcher, you can use this tab when researching issues or problems with an activity. 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.

This screen shot shows the History tab:
This screen shot shows the History tab that gives the changes made to the activity.
You can filter data using each column:
  • In the Action time column, select any one of the listed times or select 'All' to include records without any time restrictions.
  • Use the check boxes in the Action and User columns to filter records based on the existing actions in the table.
  • Use the Search field to filter data in the Changes column. All rows with matching text are displayed.
  • Click the user name in the User column to see the Interface and User Agent. Interface is the Oracle Field Service module from which you have updated the activity. User Agent provides the details of the browser from which you have accessed Oracle Field Service.

Smaller devices (less than 480 px) do not have these filters.

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 may have to flip a switch at a remote location. The Links tab shows the links on a GANTT-like chart and the links appear chronologically.

This screenshot shows the Links tab with the existing links:
This screenshot shows the Links tab in the Activity details screen.

Each activity that is linked is displayed as a box and the box shows the activity hint, when hovered on. You can use the activity hint to view the details of the linked activity. Activity colors on the chart are the same as in Dispatch Console - Time View. You can see only activities and not the travel time.

If you click Add link, you can link that activity to another in chronological order, as shown in this screenshot:
This screenshot shows the Add link dialog, where you can link the activity with another.
Search for the other activity by entering at least three characters. in the search field.

Search Filters

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

Let’s say managers must be able to view a list of completed activities where the customer could potentially be a “detractor” of the business. You can create a filter to fetch such activities. The conditions for this filter 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 this screenshot:
    This screenshot shows the Filters screen.

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

    This screenshot shows the Add filter dialog:
    This screenshot 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 is the name that users see when they select the Filters drop-down list.
    Language Select the appropriate language from the drop-down list.
    Applicable to entity Select Activity or Resource.
    List/Time/Map/Daily Select this check box if you want the filter to appear in the Filters drop-down list in the Actions pane.
    Routing Select this check box if you want the filter to appear in the Routing Filters list associated with a route plan.
    Restriction Select this check box to prevent activities from appearing if routes have not been activated or the work day has not yet begun. You can also use this check box 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 the 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 for which 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 these fields:

    Field name Action
    Field Choose one or more activity or resource-based criteria on which to base the filter.
    Dynamic Select the check box, if you want the user to type a value for the field for which the condition is created.
    Conditions Select one or more options to represent how the selected field relates to the Value entry.
    Value Add the options that can be associated with the Field chosen for this condition. If you have selected an enumeration field, and 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. these rules apply to enumeration fields:
    • Any field and property used in the application can serve as a filter condition.

    • You must populate the value for the field and property other than enumerated fields manually.

    • The condition value supports CSV format, such as 1, 2, 3, 4,, "1,1,1", "2,s", and "(""test"")".

  6. Click Add.

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

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

Delete a Filter

When you don't 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 these topics:

Activity Alerts

You see alert messages when you move activities. These messages guide you through the process.

These 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 be moved 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 the 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 their 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.

These 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.

  • Mis-configured 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.

This 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 Segmentable activity
Edit an activity Export activity details View and edit a Segmentable activity
Delete an activity Add an activity to a shift Start a Segmentable activity
Cancel an activity Create an activity link type Complete a Segmentable activity
Activate a route Link an activity Cancel a Segmentable activity
Start an activity Change the activity status on behalf of a resource Reopen a Segmentable activity
View activity details Activate a Queue or Route Move a Segmentable Activity Between Resources or Dates
View the directions for an activity Start an activity Move a Segmentable Activity Between Non-Scheduled Pool
Select a resource for an activity Add time to an activity Move a Segmentable Activity in a Bucket
Search for an activity Complete an activity Reorder Segmentable 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
Note: The remaining portion of this section is specific to Core Application only.

Apart from the tasks listed in the table above, you can also perform other activities from the Dispatch Console screen like create groups with the required resources from the main resource tree, rename groups, or delete them. You can see all created groups at the top of the resource tree to have quick access to needed resources. All groups marked with the stars. These tasks can be performed only from the Dispatch Console screen of the Core Application.

To perform these additional tasks, you need to do these configuration:
  1. Select the User type screen from the Configuration section.

  2. Open the Resource hint context layout.

  3. Click the Add to Group button to be able to add resources to groups.

  4. Add the Remove from Group button to be able to remove resources from groups.

Add an Activity to a Route or a Bucket

Activities are usually added to routes through the routing process, however, you can add activities manually to a route or a bucket. Use this feature to 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 select Add Activity from the drop-down list.

    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 indicate 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.
  6. Click OK.

‘Position In Route’ in an Activity Lifecycle

The Position in Route field is displayed on several screens and it is consistent throughout the activity lifecycle.

These points define the logic for the way the Position in Route field is displayed:
  • The Position in Route field is applicable to all scheduled ordered activities (pending, started, completed, not done, and suspended), except for canceled activities. If in a route there are some completed activities, the started activities could have a higher value for Position in Route than the first activity.

  • Not Scheduled Ordered, Not Scheduled Not Ordered, and Scheduled Not Ordered activities don't have a defined position in the route.

  • Setting of order for Not Scheduled activities makes sense only to define the order of the activities, before they are scheduled.

  • The behavior of the Position in Route field for activities that are on a bucket is same as the behavior of the Position in Route field for non-scheduled activities.

  • The sequence of activities is consistent throughout all activity statuses.

  • Activities in started, complete, and not done statuses display the Position in Route field as a number.

These points describe how the Position in Route field works:
  • You can change the value for Position in Route depending on the constraints of these settings:
    • "Support of not-ordered activities" option on the Add Activity type screen.

    • "Allow activity reorder inside the route" option on the User Types (Activity Management section) screen.

    • "Allow selection of the next activity on Complete" option on the User Types (Activity Management section) screen.

  • You don’t see the "Not Ordered" option, if "Support of not-ordered activities" is not selected on the Add Activity type screen.

  • You can change the order, if you have selected "Allow selection of the next activity on Complete" on the User Types (Activity Management section) screen, but only by filling the "Next activity" field on the Complete screen.

  • You can change the value of Position in Route, if these conditions are satisfied:
    • The visibility of the field on User Types is read-write or mandatory.

    • "Allow activity reorder inside the route" is selected on the User Types screen.

    • The activity status is Pending.

  • You cannot change the value of Position in Route, if these conditions are true:
    • The visibility of the field on User Types is read-only.

    • "Allow activity reorder inside the route" is not selected on the User Types screen.

    • Activity is in the final state (started, completed, not done, suspended, cancelled status).

This table describes the values of Position in Route on various screens. Be aware that the values depend on the Activity Type and the User Type settings.

Screen Activity Status/Position Position in Route Field Values
Activity details Non-scheduled Ordered, Not Ordered
Add activity Non-scheduled Ordered, Not Ordered
Add activity First scheduled activity Not Ordered, Ordered position 1 (First)
Add activity Next activity after a started activity Not Ordered, Ordered position 2 (First)
Add activity Last activity Not Ordered, Ordered position 2 (First), Ordered position 3 (Last)
Activity details Any Pending activity Ordered, Position 3 (After Default Customer Activity Type - regular)

This read-only field states the position of the activity and the name of the previous activity.

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 search for an activity to add some details, know its status, know the actual time taken to complete it, and so on. You can also use the Search option 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 that you want to search:
    This figure shows the activity search field.

    The results display below the search field.

  3. Click the result to view the Activity Details.

    Note: For all the activity search results, date associated with an activity is displayed only if the activity is scheduled for any other day than current day.

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 the Landing page, search for activity details and click Back, you are navigated back to the Landing page. Similarly, if you open search from the Manage screen and search for activity details or inventory details and click Back, you are navigated back to the Manage screen.

Note: You cannot initiate an 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. Select the check boxes next to the options that you want to search by from the Search Preferences menu, as shown in this screenshot:
    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 on Business Rules.
  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 list.

    The value you select for this field is saved and retained even after you log out and log in again. If you don't select anything, the default value, Starting from today is applied until such time you change it to something else.
    Note: Searching through a long time in the past, especially without restrictions may have an impact on the performance of search.
  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 search keywords in the Search box.

Here is the screenshot that shows the recent search keywords:
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 a group of activities that are in jeopardy, you can move the activities to another resource or 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 fits in the new resource’s 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 a route to the resource.

  • A resource is assigned activities that might place them 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 the resource.

Move an Activity in 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 one or more activities that you want to move.

    The Hints dialog displays.
    Note: Moving around 10,000 activities and more at once may lead to the performance degradation of the user interface.
  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 reassigned 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 by dragging and dropping it.

  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 Time View

You can move activities between resources in Time view by dragging and dropping it.

  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, and 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 this screenshot:
    This screenshot shows a green box around the recipient of an activity, which means the recipient is available to take on the new activity.
    This screenshot shows a red box around the resource who is not available for work, and the reason for the activity not being moved:
    This screenshot 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 these 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 must 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 must 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 must 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.

don't 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, these 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, you can use this feature when a resource calls in sick 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 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 causes 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. When 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 from the top of the Work Area.

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

Cancel Activities by Group or Team

You can cancel the activities that were assigned to a team that was scheduled to visit a customer. The reasons for canceling could be, the customer canceled the visit, or an outage was announced at the site.

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

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

  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 window appears.

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

    This screenshot shows the Cancel group of activities window:
    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

You create a mass activity when you want a large number of resources to use it at the same time. 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. If you have configured the Expose mass and repeating activities in API for these number of days field on the Business Rules screen, the activities are instantiated in the technician's route in advance. If the value for this field is zero then the activities are not instantiated automatically, but are created only when a route is created.

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 for which you want to assign the repeating activity.

  2. Click Actions.

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

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

  5. Select the Repeating activity check box.

    This screenshot shows the Repeating activity section on the Add activity screen:
    This screenshot 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.

    If you have configured the Expose mass and repeating activities in API for these number of days field on the Business Rules screen, the activities are instantiated in the technician's route in advance. If the value for this field is zero then the activities are not instantiated automatically, but are created only when a route is created.

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.

Your 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 you opens these screens, the application populates the Duration field with the activity’s initial value. You can modify this value manually, however, be aware of these consequences:
  • 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

You add an activity to a shift, when you want all the resources working in that shift do it. When you add an activity to a shift, the activity is added to the calendars of all of the resources that have the shift assigned to them. For example, all the resources that work in the morning shift are required to go through the fire drill at 10:00 AM on the first Monday of the month.

  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 type of activity that you want to add to the shift.
    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 Select whether the activity is not ordered. If you select the check box, it appears as scheduled/not ordered in the lower portion of Time view.
    Position in Route-Ordered Select whether 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 third 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 Select this if you want the activity to occur every year from the selected date entered in the From day until the date entered in the To day field.
  6. Click OK.

Non-Scheduled Activities

Non-scheduled activities are activities that are not assigned to a specific date. These activities are displayed on the Not assigned panel on the Map view in the Dispatch Console. The visualization of non-scheduled activities on the map helps you manage them better.

You can perform these tasks with non-scheduled activities:
  • View on the dispatch map

  • View activity details

  • Assign to resources

  • Find activities for idle resources

The panel with not-assigned activities is displayed only when a bucket is selected in the Resource tree. It displays activities that are assigned to the bucket for the selected date.

View and Assign Non-Scheduled Activities

Non-scheduled activities are activities that are not assigned to a specific date. You can view them on the dispatch map to assign them to resources.

  1. Open the Dispatch Console and navigate to the Map view.

  2. Select a bucket in the Resource Tree.

  3. Click View and select Show non-scheduled activities. Click Apply.

    Non-scheduled activities are displayed as yellow, red, or pink round markers. Activities that overlap on the map are clustered into one marker with a thicker broader. Only the activities assigned to the bucket are displayed. Further, the Not assigned panel is displayed on the map, instead of 'Scheduled'.
  4. Click Apply hierarchically.

    The non-scheduled activities for the bucket and its child resources are displayed.
  5. To assign an activity to a resource, drag it from the map and drop it to a resource in the Resource Tree.

  6. To move an activity to a bucket, drag and drop it to the required bucket in the Resource Tree, or in the List view or Time view.

  7. To assign multiple activities, drag the clustered marker and drop it to the required resource or bucket, or in the List view or Time view.

Find Activities for an Idle Resource

Sometimes you may have buckets with activities that do not have a completion time. And, there could be some resources that may be idle at some point. You can find such resources and assign activities to them.

  1. Open the Dispatch Console and go to the Map view.

  2. Select an idle resource or the bucket where the idle resource is located.

  3. Click View and select Show non-scheduled activities and Show resource locations on the map.

  4. Click View and select Apply hierarchically, if you have selected a bucket.

  5. Locate the resource on the map.

  6. Observe the nearest non-scheduled activities on the map.

  7. Determine the activity that is suitable for the resource. Check the details in the activity hint, if required.

  8. Drag the activity to the resource in the Resource Tree.

    The activity is assigned to the resource.

Filter Activities by SLA Expiration

Sometimes, you may first want to assign activities for which SLA is about to expire. You can use a custom filter to find the activities for which SLA is expiring within a specified number of days.

Your administrator must create a filter for example, 'Days before SLA'. The field, Field on the Add filter condition dialog must have a value of Calendar Days Before SLA End [calendar_day_to_sla_window_end]. The field Condition must have a value of <=.
  1. Open the Dispatch Console and go to the Map view.

  2. Click View and select Days before SLA.

  3. Add the number of days that are left for the SLA to expire.

    Activities that match the criterion are displayed.

Monitor Not-Assigned Activities for the Day

The Not-assigned panel lets you manage activities that are moved, or added to a bucket, and must be completed the same day.

  1. Open the Dispatch Console and go to the Map view.

  2. Select the required bucket.

    Activities assigned to the selected bucket and scheduled for the current date are displayed on the map and in the Not-assigned panel on the right.
  3. Click View and select Apply hierarchically.

    The activities for the child resources in the bucket are displayed on the map.
  4. Click View and select Show resource locations on the map.

    The locations of the resources in the field are marked on the map.
  5. Observe the resources that are located closer to the activities assigned to the bucket.

    This way you can determine the nearby resources for not-assigned activities.

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.

These examples illustrate the diversity of linking activities:

  • Let’s say 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 the technician 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 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, you can link activities 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 can link two activities 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 are linked. It specifies the constraints, if any, that are placed while 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 activities over time. Apart from the link type, you can add specific characteristics such as the interval between activities and any rules for assigning and scheduling the resources.

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 – are available when you link activities.

The activity link type template shown below features four different linkages:
This screenshot 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 eight link types. These might further be differentiated by the amount of time between activities and any assignment and scheduling constraints you want to place on them. For example, same technician over two days, or different technicians on the same day.

Create an Activity Link Type

You must create activity link types, before you can link activities. 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. Select one of these Assignment Constraints that you want to place on assignments.

    Different resources: This constraint requires that the linked activities be assigned to two different resources. Same resource: This constraint requires that both activities be assigned to the same resource.
  8. Select one of these Scheduling Constraints that you want to place on the days for which the activities are scheduled.

    Different Days: This constraint requires the activities to be scheduled for two different days. Same day: This constraint 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 Inbound APIs.

You must create link types, 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 Activity 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 activity.

  9. Click Link.

    The new link displays in a GANTT-like chart.
  10. If an error message displays, hover over the error icon to review the message and make changes as necessary.

    Error messages may relate to unsupported links, 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.

Activate a Queue or Route

For the application to monitor delivery in real time and to respond to updates, resources must activate their queue, or route. Suppose that a resource forgets to activate the queue on time, you can activate the queue for the resource.

To re-set the queue activation time, the user type for the user resetting the queue 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 required resource from the resource tree.

  3. Click the gear icon and click Activate Route.

    The Activate route screen appears.
  4. In the Route Activation Time field, change the time as required, within the same working day.

    The time is displayed in the time display format that is configured for you. You can change the time in increments of five minutes. The time you select here is displayed on Dispatch Console and the activity history, and sent to external applications through integrations. If you are offline, you cannot change the route activation time. You must switch to online to activate the route with the time that differs from your current time.
  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 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 these 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. In the Start Time field, change the time as required, within the same working day.

    The time is displayed in the time display format that is configured for you. You can change the time in increments of five minutes. The time you select here is displayed on Dispatch Console and the activity history, and sent to external applications through integrations. If you are offline, you cannot change the time for this activity. You must switch to online to start the activity with the time that differs from your current time.
  7. Click Submit.

    When the activity starts, it appears in green in all views.

Add Time to an Activity

If a resource cannot complete an activity by the estimated end time, then they can add time to the activity. If necessary, you can add time to the activity on behalf of the resource. You can add time only to started activities.

  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.

  5. On the Adjust time screen, select the estimated time by when the resource can leave the activity site.

  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 actually complete the 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. Click the hint for the activity that you want to complete and click End.

    The End activity screen appears. The fields on this dialog vary based on the way your organization has configured the application.
  4. In the Completion Time field, change the time as required, within the same working day.

    The time is displayed in the time display format that is configured for you. You can change the time in increments of five minutes. The time you select here is displayed on Dispatch Console and the activity history, and sent to external applications through integrations. If you are offline, you cannot change the completion time. You must switch to online to completion the activity with the time that differs from your current time.
  5. Click Submit.

Suspend an Activity

When resources must return to activities at a later time and they don't 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. Further, it a creates duplicate activity that the resource can start 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. Click the activity that you want to suspend.

  4. In the activity hint, click Suspend.

    The Suspend activity screen displays.
  5. In the Suspension Time field, change the time as required, within the same working day.

    The time is displayed in the time display format that is configured for you. You can change the time in increments of five minutes. The time you select here is displayed on Dispatch Console and the activity history, and sent to external applications through integrations. If you are offline, you cannot change the suspension time. You must switch to online to suspend the activity with the time that differs from your current time. 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. 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.
  6. Select the reason for suspension and add notes, if required.

  7. In the Duration field, specify the time to complete the remaining part of the activity.

    The duration of the pending activity is the duration that you have added here and not the one calculated automatically.
  8. Click Submit.

Assign Not Done Status to an Activity

When resources discover that they cannot complete activities, they mark the activity as not-done. If necessary, you can change the status for them. Unlike suspend, which creates a duplicate copy of the activity to be completed the same day, the not-done status is considered to be a final status, like completed.

  1. Select a resource from the resource tree.

  2. Click the hint for the activity for which you want to change the status and then click Not Done.

  3. In the Cancellation Time field, change the time as required, within the same working day.

    The time is displayed in the time display format that is configured for you. You can change the time in increments of five minutes. The time you select here is displayed on Dispatch Console and the activity history, and sent to external applications through integrations. If you are offline, you cannot change the cancellation time. You must switch to online to set the activity as Not Done with the time that differs from your current time.
  4. In the Notes section, add a reason for marking the activity as Not Done. For example: the customer was not home, or the customer asked to reschedule.

  5. Click Submit.

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 the gear icon and then click Deactivate Queue.

    The Deactivate queue dialog appears.
  4. In the Deactivation Time field, change the time as required, within the same working day.

    The time is displayed in the time display format that is configured for you. You can change the time in increments of five minutes. The time you select here is displayed on Dispatch Console and the activity history, and sent to external applications through integrations. If you are offline, you cannot change the deactivation time. You must switch to online to deactivate the route with the time that differs from your current time.
  5. Click Submit.

Segmentable Activities

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

You create a segmentable 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. You can represent segmentable activities graphically and assigned them to one or multiple resources. Segmentable activities have these characteristics:
  • These activities also respond to events that occur as the activity progresses.

  • Technicians receive segments of segmentable activities in their routes and can handle them as regular single-day activities.

  • Segmentable activities are represented as separate bars on the Time view, can be assigned to buckets or technicians, and support time monitoring and status changes.

  • Segmentable activities can be linked with regular activities.

Segmentable Activities and Their Segmentation

A segmentable activity is a complex task that is segmented, so that the segments can be scheduled and managed individually. This means, a segmentable comprises a set of activities, each representing a single-day task with definite start and end times. You can assign each segment to a different resource. Further, you can start and complete an individual segment or the entire activity. Before you create a segmentable activity, you must create a segmentable activity type.

Segmentable activities progress through a lifecycle that is similar to regular activities. They are created in the pending status, they can then be started, canceled, deleted, and suspended. A started segmentable 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 regular activities, actions with scheduled segmentable 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 with no segments, the Cancel action affects the entire non-scheduled activity. If a segment of a segmentable activity is longer than four hours, its bar is shown with a break in the List view. Non-scheduled segmentable 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 this 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.
You can distinguish segmentable activity from normal activities on the screen displaying multiple routes. When you hover the mouse over a segment of a segmentable activity, all segments of the same activity are highlighted by diagonal lines, as shown in this screenshot:
This screenshot shows a segmentable activity that is highlighted on all days that it is scheduled for.
This helps you find all segments of the same segmentable activity quickly, especially when they are assigned to different resources.
This table provides the individual segment and segmentable activity property value sharing and inheritance rules.

System/Custom Property Behavior When Individual Segment is Generated Behavior When Property is Changed Within Individual Segment Behavior When Property is Changed Within Segmentable Activity Level
System Status (for example, Pending, Started) Segments are created in Pending status Segments hold their own Status, no sharing or inheritance Transition of segmentable activity to a terminal state causes: completion/deletion of pending segments
System Position in route Segments are created with the ability to be ordered or non-ordered, according to the activity type feature defined for the Segmentable activity. Segments hold their own Status, no sharing or inheritance. Position in route for segmentable activity is either ordered or non-ordered.

If the value is changed, pending segments are updated: from being not "Non-ordered" to "Ordered" and vice-versa.

System Duration Segments are created with the Duration value, within the constraints and optimized route in presence of other activities. Segments hold their own Duration values. Within a segment, to access the overall activity duration explicitly, Time to complete is used. Non-scheduled portion of the segmentable activity is a buffer for difference between total activity duration and the sum of created segment durations.
System Time to complete Segments have access to segmentable activity's "Time to complete", but don't hold own values.

Value doesn't include finished segments.

Segmentable activity's "Time to complete" field is updated. Segments have access to the updated value of the segmentable activity's "Time to complete".
System Other system properties Segments are created with the value of property from Segmentable activity. If Segment is Pending: When a property value is updated in any segment, the new value is updated in all other pending segments and the segmentable activity.

If Segment is not Pending: segment retains its own value.

When a property value is updated in a segmentable activity, the new value is updated in all pending segments.

Property values for segments not in Pending status are not updated.

Custom File Segments are created with the refence to the file from Segmentable activity.

System doesn't make a clone of the file content itself. Instead, it creates a reference.

When a new file is uploaded for one of the segments, there is no change in other segments and no change in segmentable activity - they retain the file they had before. When a new file is uploaded for a Segmentable activity, there is no change in other segments - they retain the file they used to have. The observed behavior is the same as for any other "custom property".
Custom Other custom properties Segments are created with the custom property value from the segmentable activity. If a segment is pending: When a custom property value is updated in any segment, the new value is updated in all other pending segments and the segmentable activity.

All non-pending segments retain their values of custom properties.

When a custom property value is updated in a segmentable activity, the new value is updated in all pending segments.

All non-pending segments retain their values of custom properties.

Non-Scheduled Segmentable Activities

You can create or move a segmentable activity 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 segmentable activity is shown in its details.

This screenshot shows a non-scheduled segmentable activity:
This screenshot shows a non-scheduled segmentable activity. Here, the number of segments is zero.

If you move a segmentable activity from the scheduled to non-scheduled pool, all segments are removed. In addition, 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 Segmentable Activities

If you have selected the Support for not-ordered activities option for the segmentable activity type, you can create a segmentable activity as 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 segmentable 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 this is that the resource must be able to perform the not-ordered segmentable activity between other activities.

Other Segmentable Activity Specifications

This section includes the specifications for segmentable 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 segmentable activity to its segments

In a pending segmentable activity, segments inherit all fields and custom properties, except for the Duration and Position in route fields. These two fields are determined for each segment. If you add a file property to a segmentable activity, the content of such property is not cloned to each segment. Instead, a reference to the file property is created for segments. If you upload a new file to a started segment, the new File ID is used only for the segment for which it was created. All other segments 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 these:
  • All existing segments of a scheduled segmentable activity. The activity itself is not returned.

  • Non-scheduled segmentable activities.

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

Support of Work Zones, Work Skills, and preferred resources

If you have selected the Support of work zones, Support of work skills, and Support of preferred resources options for the segmentable 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 segmentable 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

If you have selected the ‘Calculate travel’ option for a segmentable activity, then the travel time is calculated for all the segments. The calculation logic and usage for statistical purposes is the same as that for single-day activities.

Support of inventory and required inventory

Any inventory added to a segmentable 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 segmentable activity and, consequently, the inventory list shown for all other segments. Similarly, any required inventory is also assigned to the segmentable activity rather than its segments. The same required inventory is shown for all segments. All required inventory actions are performed for the segmentable activity and update the required inventory list for all segments. Note: Required inventory added to a segmentable activity sets no assignment restrictions. No alerts are shown when the resource’s inventory does not match the required inventory.

Capacity management and routing

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

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

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

Activity links

If you have selected the Support of links option for the segmentable activity type, you can link it with other activities. When you create a link to a segmentable activity, the link is always made to the entire activity and never to a particular segment. Therefore, not all types of activity links can be used for segmentable activities. Links defining the sequence of activities make no sense with segmentable activities which can be split between different days and resources, when their separate segments are moved, rescheduled, canceled, and placed in the non-scheduled pool. segmentable 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. You must create the link template for segmentable activities using the Related link type. If you have selected a different link type, the error message, ‘Unable to create link of this type for segmentable activity.’ is displayed. If a segmentable 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 segmentable activity. Adding or deleting a link for a segment actually adds or deletes a link for the entire activity.

Nearby activities search

You cannot search for segmentable activities or their segments using the Nearby Activities option.

Activity history

You can retrieve history from both, a non-scheduled segmentable activity and a segment of a scheduled segmentable 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 segmentable activity and one of its segments. In this case, the history contains two records, the one for the entire activity marked with (segmentable activity) in the Action column.

Processing of segmentable activities by Daily Extract

Daily Extract stores segmentable activities and their segments together with activities of other types and extracts them into the Activity Fields file. You can identify segmentable activities by their type—‘multiday_activity’ for the entire activity and ‘multiday_activity_segment’ for individual segments. If a segmentable activity 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 segmentable activity.

Add a Segmentable Activity

You can segment a complex task to create a segmentable activity in a pool of a bucket or a route. You can also mark the activity as Scheduled activity or Non-scheduled activity after creating.

Before you create a segmentable activity, ensure that you have created an activity type for segmentable 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 these 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 segmentable 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 segmentable 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 or view this 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 segmentable activity is created in the pending status.

  6. To segment a segmentable 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 the List view of the segmentable activity, a hint opens for each segment, showing the status, duration, time, and details. You can also start, complete, cancel, reopen and view the directions of a segment.

Constraints on Creating a Segmentable Activity

When you create a segmentable activity, the application generates its segments automatically. While generating the segments, the application takes into account various constraints ensuring efficient task distribution and compliance with the customer agreements.

These constraints apply to a scheduled segmentable activity:

  • When you assign a scheduled segmentable activity to a route, its segments are always generated starting from the date of the route. The first segment is always inserted on the day for 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, which is always created on the selected date.

  • If there is no interval available for assigning the remaining duration for 31 days after the last assigned segment is created, 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 segmentable activity in the route.

  • When creating a segmentable activity, the application should observe the service window constraint not only for the segmentable 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 segmentable activity is started, this value is used as the minimum ETA for the first created segment of such activity.

  • No segmentable activity segments are created on non-working days. If a non-working calendar is assigned to a resource after the segmentable activity is created, the segment assigned to that day is not moved automatically. An alert is displayed, 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 segmentable activity segment creation.

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

Segmentable Activity Hint

Similar to regular activities, segmentable activities also show a hint when you click them. Hints appear on the bar of a scheduled activity segment, or on the bar of a non-scheduled segmentable activity.

Typically, the segmentable activity hint content is defined in the Visible hint columns for activities context layout. At the same time, hints of segmentable activities or their segments always contain the segmentable status property regardless of the context layout settings. This property has different formats depending on the activity status. This table describes how hints are displayed for segmentable activities:

Segmentable Activity Status and Hint
Scheduled pending, complete, and not done activities: The hint contains the activity status, the total duration of the segmentable activity and the total number of segments into which the segmentable activity is split. The Duration field shows the duration of the selected segment.

This screenshot shows the hint dialog for a pending segmentable activity:


This screenshot shows the hint dialog for a pending segmentable 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).

This screenshot shows the hint dialog for a canceled segmentable activity:


This screenshot shows the hint dialog for a canceled segmentable 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 segmentable activity, the percentage of activity progress, 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 segmentable activity. In this case the total number of segments does not include canceled and deleted segments.

This screenshot shows the hint dialog for a segmentable activity segment:


Hint for a segmentable activity segment.
Non-scheduled activity: The hint contains the activity status (pending) and the total duration of the segmentable activity with the non-scheduled duration shown separately. As opposed to scheduled activity segments, the Duration field shows the duration of the entire segmentable activity. The hint also contains the number of segments created out of the non-scheduled segmentable activity, which for fully non-scheduled activities is always 0.

This screenshot shows the hint for a non-scheduled segmentable activity:


Hint for a non-scheduled segmentable activity
Partially-scheduled activities and their segments: When a part of a non-scheduled segmentable activity has been moved to the route(s) generating one or more segments and the rest of the segmentable activity remains in the non-scheduled pool, the hints of both the scheduled segments and the non-scheduled part of the segmentable activity contain the activity status and the total duration of the segmentable activity with the 'non-scheduled' duration shown separately. The hint also contains the number of segments created out of the non-scheduled segmentable activity. TheDuration field of a scheduled segment shows the duration of such segment, while theDuration field of the non-scheduled part of the activity shows the total activity duration.

This screenshot shows the hint for a partially-scheduled activity:


Hint for a partially scheduled segmentable activity.

Segmentable activity hints appear on Time, List and Map View containing the same information.

Segmentable Activity Status

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

The status of segmentable activities is as follows:
  • A segmentable 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 segmentable activities).

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

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

  • A segmentable 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.

Segmentable Activities in Buckets and Routes

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

You can create segmentable activities in buckets and routes. Be aware of these points:
  • When you create a scheduled segmentable activity in a bucket, it is split into segments and mapped for capacity management processing.

  • When you create the activity 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 segmentable 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 segmentable activity is marked as non-scheduled.

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

Start a Segmentable Activity

You start a segmentable activity, or an individual segment, the same way you start a single-day activity. However, the segmentable activity starts when its first pending status segment is started.

  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 segmentable activity.

  4. Click Start in the list view.

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

Segmentable Activity Links Tab

You can see all the segments of a segmentable activity in one place, on the Details screen of a segmentable activity. The Links tab shows the activity details on a GANNT-like chart, with the graphical representation of linked activities. The screen shows the segments as boxes, which show the activity hints when hovered over. You can click Details in the hint to view the details of a segment.

This screen shot shows the Links tab:
This screenshot shows the Links tab for a segmentable activity.
Note: For segmentable activities, the Links tab is always visible, regardless of the Support of links feature setting.
If several segments of a segmentable activity have been assigned to multiple resources, the chart shows the name of the resource to which a particular segment is assigned, as shown in this screenshot:
This screenshot shows the Links tab with the Resource column, indicating the resource to which the specific segment of the segmentable activity is assigned.

If the activity or a part of it is non-scheduled, such activity the segment in a different color.

Activity colors on the chart are the same as in Dispatch Console - Time View. You can see only the activities and not their travel time. Segmentable activitiy segments and activities that are part of the same visit are shown on the chart, even if there are no other activities linked to a given activity.

Link a Segmentable Activity with a Regular Activity

You can link a segmentable activity with a regular activity, using specific link types such as Simultaneous, Finish to Start, and Start to Start. You can also see the activity details that show the graphical representation of linked activities such as, segmentable to regular, regular to segmentable, and regular to regular.

  1. Ensure that you have created the segmentable activity and the regular activity that you want to link.

  2. Open the Activity details screen for the segmentable activity for which you want to add a link.

  3. Go to the Activity link tab and click Add link.

  4. Select the type of link you want to add. For example, Start after.

  5. Search for the regular activity that you want to link the segmentable activity with.

  6. Click Link.

    The activities are linked. If you try to add an unsupported activity link type and/or constraint, a warning is displayed and no link is added.
  7. If you want to unlink the activities, click Unlink.

Link Types and Constraints Supported

This table provides the types of links and constraints supported for linking a segmentable activity with a regular activity.

Link Type Constraint Description
Simultaneous (Segmentable and Regular Activities) No constraints available N/A
Regular Activity Finish to Segmentable Activity Start Same Day, Same Provider Same Day: Regular activity must start (and finish) the same day, the earliest (based on the calendar) segment of the segmentable activity starts.

Same Provider: Regular activity must be assigned to the same provider as the earliest (based on the calendar) segment of the segmentable activity.

Segmentable Activity Finish to Regular Activity Start Same Day, Same Provider, Different Providers Same Day: Regular activity must start (and finish) the same day the latest (based on the calendar) segment of the segmentable activity finishes.

Same Provider: Regular activity must be assigned to the same provider as the latest (based on the calendar) segment of segmentable activity.

Different Providers: Regular activity must be assigned to the resource not participating in any segment of the segmentable activity.

Segmentable Activity Start to Regular Activity Start Different Providers Different Providers: Regular activity must be assigned to the resource not participating in the earliest (based on the calendar) segment of the segmentable activity.

View Segmentable Activity Link Details

You can view the details of the regular activities linked to a segmentable activity on the Activity link tab. A GANNT-like diagram containing all the activities linked to current activity is opened. The activity colors on the diagram are the same as in Dispatch Console - Time View.

Note: Only activities are shown on the GANNT chart, not the travel time.
  1. To view the information about the activity on the GANNT chart, click it.

    The standard activity hint is displayed.
  2. To view the information about the link, click it.

    The link type and the activity IDs for the link are displayed.

View and Edit a Segmentable Activity

You can see the overview of a segmentable 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 only the data of the current segment. 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 segmentable 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 these 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 segmentable activity.
    Note: When you update the details of a segment, the details of the entire segmentable activity and other pending segments are updated. If a segmentable activity has any segments in the past, their details are not updated, though.
    Time to complete The remaining duration of a segmentable activity. This field is pre-filled with a value, which is calculated as follows:
    • In Cancel activity and Activity details: segmentable activity duration – duration of finished segments

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

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

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

    • Cancel activity (if you cancel only one segment)

    • Complete activity (if you complete only one segment)

    • Close as Not Done (if you close only one segment as Not Done)

    • Reopen segmentable 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. You can change the Time to complete value, if necessary. This is the only way to change the duration of the entire segmentable 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. You can mark activities or segments that you have started but not completed due to various reasons, as Not done.

You can mark the activity status as Complete or Not done based on these constraints:
  • You can complete or incomplete an 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 you complete a segment before the time to complete, the application moves the remaining duration to non-scheduled pool and marks the activity as Started.

  • If you have selected the Segmentable activity is finished check box by default for the last segment of the activity, the check box is disabled for all other segments.

  • If you complete an entire activity with a segment, which is not the last segment, the application deletes all the remaining segments and marks the activity as complete or not done. Further, it deletes all the subsequent segments from the routes.

Complete a Segmentable Activity

You can mark either an entire segmentable activity, or an individual segment 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 an 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 segmentable 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 application calculates the Time to complete value according to this formula: segmentable activity duration – duration of finished segments – (current time – start time). You can adjust the time to complete when you complete 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 segmentable activity.
  6. To complete the entire activity, follow these steps:

    1. Select the segmentable activity is finished check box.

      The segmentable activity status drop-down list appears.

    2. Select the final status for the activity from the segmentable 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 segmentable activity. For example, you can close a segment as Not done while the activity has the Completed status. The reverse is also true.

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

Cancel a Segmentable Activity

You can cancel a pending segmentable 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. In the List view, select the segment or the activity that you want to cancel.

  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 Segmentable 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 Segmentable activity status field to select the final status of the activity as deleted or canceled.
  6. Select the Segmentable 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 segmentable 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 or 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 these constraints:

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

    • If you cancel the segment 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 Segmentable 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 do not select the Segmentable activity is finished check box, the Cancel segment window shows the Time to complete field with the remaining duration of the activity.

    • When a segmentable activity has a started segment, you must cancel all subsequent pending segments individually. In this case, there is no option in the Cancel activity window to cancel the entire activity. You can cancel or delete the selected segment by changing the Time to complete field, if needed.

    Follow the same procedure to cancel a non-scheduled segmentable activity. The application creates this activity as a single entity without splitting into segments, so you can cancel it only entirely.

Reopen a Segmentable Activity

You can reopen a canceled segment, a cancelled segmentable activity, or a segmentable activity in the final status. You cannot reopen a single segment, which is in the final status. When you reopen a segmentable activity, the same activity is recreated. The reopened segmentable activity has the same list of segments and other attributes.

  1. Select the activity that you want to reopen.

  2. Click Reopen segmentable activity in the Activity details screen. Or, click Reopen segmentable 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 you have not started the initial activity, the reopened activity is created in the Pending status. If you have started the activity, the reopened activity is created in the Started status.

Moving Segmentable 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. You can use the duration on the hint to estimate whether the destination time slot is enough to move the activity or segment.

For scheduled segmentable activities, the hint displays the duration of the particular segment and for non-scheduled activities, it displays the duration of the entire activity.

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 segmentable activity or segment to/from buckets

  • move segmentable activity or segment to the non-scheduled pool

  • move segmentable 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 segmentable 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 you can estimate whether the destination time slot is enough to move the activity or segment. For scheduled segmentable 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 Segmentable Activity in a Bucket

If you have created a segmentable activity in a bucket, you can move it to a resource’s route based on the time available in the route. If the destination route has no available time intervals, the application creates one segment of the minimal duration set for the activity type.

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

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

  3. Select the segmentable activity that you want to move.

  4. Drag and drop the segmentable activity to another route.

    The Move segmentable window opens.

  5. Select one of these options:

    Option Description
    Move all segments starting from date All the segments of the selected segmentable activity are moved to the selected route
    Create segments only for date
    • Segments are created only for the current date. The remaining segmentable 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 segmentable activity is redistributed in the bucket, creating new segments if necessary.

    Let’s say you move a seven-hour segment 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 application adds the remaining four hours of the activity to the last segment in the bucket or creates a new segment. No segmentable activity segments remain in the bucket for the current date.

Move a Segmentable Activity Between Resources or Dates

When you move or reschedule a scheduled segmentable activity, the application deletes all the pending segments and recreates them in the new location. The recreated activity segments can have different destination routes, dates, and duration from the initial activity. In addition, the 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 segmentable activity or segment that you wish to move.

  4. Drag and drop the segmentable activity to another resource /date.

    The Move segmentable window opens.

  5. Select one of these 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 segmentable activity on and after the selected date are moved.
    When only one segment of the segmentable 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 segmentable 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 Segmentable Activity Between Non-Scheduled Pools

When you drag-and drop a segmentable activity from a non-scheduled pool to a resource’s route, the application generates an activity with its segments 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 segmentable activity to another route.

    The Move segmentable window opens.

  5. Select one of these 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 segmentable activity is left in the non-scheduled pool.
    The sequence of segments in a segmentable 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 Segmentable Activity Segment Within a Route

You can move a segment 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 segmentable activity to another route.

    The Move segmentable window opens.

  5. Select one of these 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 application calculates and adjusts the segments per the constraints.

    The segments are reordered in the route.

Suspend a Segmentable Activity

When you must stop working on a segment for the time being and don't want to cancel it, you can suspend it. When you suspend a segment, you provide the time that is required to complete the remaining part of the segment. In this scenario, the application creates a new, duplicate segment (activity) that you can start at any time throughout the day.

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

  2. Select a bucket or resource in the Resource Tree and go to the List view.

  3. Click Adjust Time in the activity hint for the started segment that you wish to suspend.

  4. On the Adjust time screen, select the time that is still required to complete the segment. Click Submit.

  5. Click Suspend in the activity hint.

    The Suspend Activity window opens.
  6. Add the reason for suspending the segment and click Submit.

    Here is the result of suspending a segmentable activity segment:

    If... Then...
    You suspend a started segment Two segments, Suspended and Pending not-ordered are created. The original segment becomes not-ordered. The duration of the not-ordered segment is reduced by the duration of the Suspended part. For example, the duration of the segment is 60 minutes and you have worked for 10 minutes before suspending the activity. Then, the Pending segment is created for 50 minutes. The final duration of the not-ordered segment is not less than the minimum duration of the segment defined for the activity type. However, the duration of the not-ordered segment can exceed the "Maximum total duration of segments created for a particular day" constraint.
    You suspend a pending ordered segment The current segment becomes non-ordered. The remaining details are same as the previous row.
    You don't work on the pending segment for the rest of the day, and the segment is moved to the bucket The duration of the outdated segments is added to the length of the not-scheduled segment. Let’s say the not-scheduled segment doesn't exist and there is an outdated segment for which the duration has not been distributed. The application adds this not-scheduled segment through a background process.

Change or Cancel Multiple Segments

On the List view screen, you can select the segments of scheduled segmentable activities for group actions, together with other activities in the route. In this case, only Change and Cancel actions are available, the Move action is not available.

  1. Open the segmentable activity in the List view and select the activities you want to move.

    If you select other activities with segmentable 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 segmentable 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 you cancel all activities selected for the operation. This reduces the time required for the operation and increases the application’s 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 segmentable activity. You must adjust the Time to complete value to adjust the activity and segment durations.

When you first create a scheduled segmentable 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 segmentable activity is the sum of the 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 segmentable activity minus the duration of the already finished segments.

    The Duration and Time to Complete fields appear.

  2. Adjust the Time to complete under these conditions:

    Option When
    Cancel a segmentable activity segment If you cancel only one segment of a segmentable activity, you can change the total activity duration simultaneously.
    Complete a segmentable activity segment If you complete only one segment of a segmentable activity, you can change the total activity duration simultaneously.
    Set a segmentable activity segment 'not done' If you set only one segment of a segmentable activity as not-done, you can change the total activity duration simultaneously.
    Reopen a segmentable activity If you reopen a segmentable activity in a final status, you can change its duration 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 generated automatically, you can change their parameters manually. Such manual changes are preserved during further automatic recalculations. Also, if you change a segment manually in a route that contains other segments of the same segmentable 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 these conditions:

    Option Description
    Start a segment If the route contains pending segments of the same segmentable 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 segmentable activity is preserved. If all remaining segments of the segmentable 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 you cancel one of the segments of a segmentable activity, no other segment in the same route is affected. You can change the total duration of the segmentable activity (the Time to complete), though.
    Mark the segment as cancel/not done You can adjust the duration of a specific canceled /not done segment. The duration adjusted for a segment does not modify the duration of other segments.
    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 These 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 segmentable 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 to complete work.

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 this screenshot, Billy Holm is assisting Kathleen Disney:
This screenshot 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.

You can assign teamwork in multiple ways:
  • Use the Assign to Team link in the Actions menu.

  • Use the Assign to team link in the hints.

  • 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. These rules apply for teamwork:
  • Both the team leader and individual resources can start and complete teamwork on their mobile device. If a resource 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. To assign teamwork using drag-and-drop, you drag a resource and drop it on 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

Another way of assigning teamwork is to assign a team to an activity, using the Assign Team option.

  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 screenshot 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 screenshot shows the resource tree from where you can select another resource as team leader.

  4. Choose one.

    • Use desired filters if necessary.

    • Type the resource name or ID in the search field.

  5. Select your desired resource.

    Descriptions of the fields on the Assign resource to team screen are 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 searches and brings up resource options as you type. Or, you can click the name of the resource in the resource tree and it fills in the Assists to field.

    • Position in Route: Select the position of this activity 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. You can adjust the duration as needed.

    • Time Slot: Time Slot refers to a time window within which the teamwork must begin. 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 Time Slot to select the time slot in which 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 whether this Teamwork repeats daily or weekly and on which days or weeks it must repeat. The days and duration of repeating teamwork is based on when you created the activities. 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.

Travel Time Calculation Quality and Alerts

Oracle Field Service (OFS) provides different ways to notify you that the travel between locations (both activity locations and start/final resource locations) may be calculated with low accuracy.

This could be due to data-driven issues along with options to debug the travel-related data quality.

Route Level Travel Alerts


This figure shows the error icon on the Time View screen.

Alerts Details

Alert Details Fix
Resource start/final location is not defined * Either one or both of the resource locations are empty efine start and/or final location for a resource
Resource start/final location is geocoded with low accuracy
  • Address of the resource start and/or final locations is incorrect
  • Address of the resource start and/or final locations is correct but cannot be geocoded properly
  • check if the address of the resource start and/or final locations is correct
  • provide coordinates for those locations manually
Activity neither has coordinates nor travel key filled
  • Activity address is incorrect
  • Activity address was not geocoded yet
  • Activity address cannot be geocoded
  • Activity travel key fields are (partially) missing
  • Too few statistical data for the given travel key value
  • check if the activity address is correct
  • provide missing information for key travel fields
  • review travel key field use more broad configuration, if possible.
  • provide activity coordinates manually

Activity was not geocoded
  • Activity address is incorrect
  • Activity address was not geocoded yet
  • Activity address cannot be geocoded
  • check if the activity address is correct
  • provide coordinates for the activity manually
Activity is geocoded with low accuracy
  • Activity address is incorrect
  • Activity address cannot be geocoded properly
  • check if the activity address is correct
  • provide coordinates for the activity manually

Travel Estimation Method

The travel estimation method is not only available in the Routing report, but also in the Activity details and Activity history.

In Routing report alerts, travel estimation methods with low accuracy (Expansion and Company Default) have warning sign - red circle with white exclamation sign in it next to the method.

Geocoding Accuracy in Activity Details

Geocoding accuracy is now available in Activity details. Geocoding accuracy may have one of following three values:

  • High - activity is geocoded with high accuracy, coordinates will be used in all travel calculations, no actions needed.
  • Medium - activity is geocoded with OK accuracy, coordinates will be used in all travelcalculations. However, minor issues are possible; so, it is better to re-check the activity address.
  • Low - activity coordinates are vague and thus may not be used for travel calcualtions, user intervention is required.

This screenshot shows the goecoding information in activity details screen.
Note: When the travel estimation method is undefined, the Travel estimation method field is not shown. Similarly, when the coordinate accuracy is undefined (for example, when coordinates are set through an API), the Coordinate accuracy field is not shown. Coordinates provided through the API are considered to be of high accuracy and thus do not lead to any alerts.

Add Travel Estimation Method to Required Screens

You can add the Travel Estimation Method to the Activity details screen or the List View, so you can monitor the travel quality.

Recommended Configuration
  • Add the travel estimation method and coordinate geocoding accuracy fields to the List view column as it gives good visibility of the travel quality. (When coordinates are geocoded with low quality or only default and/or statistics is used, there is a high chance that the travel is not accurate.) This method is good for debugging a route.
  • Add the travel estimation method and coordinate geocoding accuracy fields to activity details for the Dispatcher user type as it gives good visibility of the travel quality. (When coordinates are geocoded with low quality or only default and/or statistics is used, there is a high chance that the travel is not accurate.) This method is good for debugging an activity.

  1. To add the travel estimation method and geocoding accuracy fields to the activity details to Core Application:

    1. Go to Configuration > User types > Screen configuration > Application screens > Edit/view activity.

    2. Find the Travel estimation method and Coordinate accuracy under Data fields and add them to the screen with RO visibility.

  2. To add the travel estimation method and geocoding accuracy fields to activity details in Legacy Manage:

    1. Go to Configuration > User types > Screen configuration > Legacy Manage > Activities > List view columns.

    2. Click Click to add.

    3. On the Add property screen, find the Travel estimation method and Coordinate accuracy fields and add them with RO visibility.

  3. To add travel estimation method and geocoding accuracy to the List View columns:

    1. Go to Configuration > User types > Screen configuration > Application screens > Dispatch Console > List view columns.

    2. Click Click to add.

    3. On the Add property screen, find the Travel estimation method and Coordinate accuracy fields and add them with RO visibility.

    4. Repeat this process for Configuration > User types > Screen configuration > Application screens > Legacy Manage > List view columns.

Non-Travel Activities

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

You can split the travel between activities 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. A 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, let’s consider this 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, the travel bar can be partially placed before the actual time. In this case, the best practice would be that you move the non-travel activity to another place in the route.

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 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 users and for resources. These time zones are used in different contexts on different screens. Here’s an overview of how time zones are displayed throughout Oracle Field Service.

Today's Date

The time zone of the currently logged in user is used when determining today's date. Let’s say it is 1:00 PM, Jun 10 in a UTC+00:00 time zone. If you log in as a user who is in UTC+12:00 time zone, after logging in you 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.

Where is it Used?

Today's date is used as the initial date on these screens in Oracle Field Service Core Manage Service: Activities, Daily, Offline synchronization, Dashboard, and Print route. For example, on the "Activities" screen, it is the date for which the activities are 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. This screenshot shows the calendar with today’s date highlighted:
This screenshot 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 this screenshot:
This screenshot 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 light red, as shown in this screenshot:
This screenshot shows the current date marked in blue.
The same date is used in Oracle Field Service Core Manage 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's 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 in the Overnight work section on Business Rules, shown in this screenshot:
This screenshot 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 Business Rules 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 Service

Time view displays 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 this screenshot:
This screenshot 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 Time view. 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 must 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 displays in the time zone of the resource this hint belongs to. Information on the activity hint and activity label displays 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's time zone. It includes:
  • Route Status (queue_status), includes the time when the 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 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 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 the password

  • Date and time till when the user is blocked

Collaboration

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

How Self-Assignment Works

The Self-Assignment feature influences the availability of activities and resources for a user who is assigned to a bucket. By default, Self-Assignment is disabled. This setting is mostly used by dispatchers, who allocate activities to resources and usually do not perform any activities.

If a user is assigned to a bucket and Self-Assignment is cleared:
  • All child resources of the bucket are available to the user.
  • All activities in the bucket are available to the user (regardless of their work zones and work skills).
  • The user can move all activities between all available resources (for example, from the bucket to any of the assigned resources, between resources, from a resource back to a bucket).
  • Self-Assignment must be selected, if a technician is granted permission to assign tasks. (For example, the user is a crew chief, assigning activities to members of the crew, or a single technician allowed to choose activities to perform.)
If a user is assigned to a bucket and Self-Assignment is selected:
  • Only the resources explicitly assigned to the user are available to such a user (for example, the bucket, the user themselves and members of the crew). No other child resources of the bucket are available to the user.
  • Only those activities in the bucket that can be performed by at least one of available resources (subject to the work zone and work skill requirements) are available to the user.
  • The user can move only the available activities and only between the available resources.

Add an Organization Unit or a Bucket

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

Difference between resource, user, and child resource: A resource can be a field resource (a human being), a dispatcher, an 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. 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 you cannot assign activities to them. Buckets can have activities. However, dispatchers can assign activities to buckets manually and Routing can assign activities to buckets automatically. To add an organization unit or a bucket:

  1. Click the hamburger icon and then click Resources.

  2. Click the plus icon.

  3. Complete these fields:

    Field name Action
    Resource Type Select Group or Bucket. The fields on the screen change based on the option you select.
    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.
    Org Unit/Bucket Select the organization unit or bucket under which you want to create the organization or bucket.
    Status Select whetner the organization unit or bucket is active or inactive. An inactive organization unit or bucket is not listed in the resource tree.
    Message Language Select the language in which dispatchers and technicians see the error messages.
    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.

  4. Click Submit.

    The new active 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, a manager, or an administrator user. This is also the user without a resource; in other words, this user does not perform the duties of a field resource.

  1. Click the hamburger icon and then click Resources.

  2. Click the plus icon.

    The Add Resource screen appears.
  3. Complete these fields:

    Field name Action
    Resource Type Select Manager/Dispatcher/Admin. The fields on the screen change based on the option you select.
    Name Enter the resource name the way you want it to appear in the resource tree.
    Org Unit/Bucket Click the field and select the organization unit or bucket with which you want to associate the resource. Let’s say you want to add a dispatcher who manages a bucket and the resources under the bucket. Select the bucket to place the dispatcher so that the user can see only the bucket and the resources under that bucket. If you want to create a manager who may see the entire enterprise, select the parent level of the organization structure to add the manager. The options available for you are configured by your administrator. If you don't select any organization unit or bucket, the resource is treated as unassigned to any organization.
    Status Select whether the resource is active or inactive. Inactive resources cannot log in to the application.
    User Type Select the user type for the resource. The permissions assigned to the selected user type applies to this resource. In other words, the user type selected here determines the screens and the options the resource can see.
    Visible resources Select the resources the current resource can view, from the organization structure. The resource can see the resources belonging to the selected organization, organization unit, or bucket.
    Self assignment If you are assigning this resource to a bucket, select this check box to determine the availability of activities and resources for this resource. For more information, see the How Self-Assignment Works topic.
    Login Enter the user name with which the resource can log in to Oracle Field Service.
    Password, Confirm Password Enter the password that you want to set for the resource.
    Force password change at next login Select this check box, if you want the resource to change their password when they log in for the first time.
    Collaboration group Click and select the collaboration group that you want to add the resource to.
    Message Language Select the language in which you want the resource to see the error messages.
    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.

    Long date format

    Select the long date format that the resource views in the application. A long date is a date that includes words. For example, Wednesday, May 6, 2020.

  4. Click Submit.

    The new resource is added.

Add a Resource

The field resource is an individual associated with the user who performs an activity or a tool or vehicle that belongs to an organization or resource.

  1. Log in to the Core application as an admin user.

  2. Click the hamburger icon and then click Resources.

  3. Click the Plus icon.

    The Add Resource screen displays.
  4. Complete the following fields:

    Field Mandatory Description
    Resource type Yes Select one of the following resource type that is configured for your organization:
    • Bucket

    • Organization Unit

    • Technician

    • Truck

    • Manager/Admin/Dispatcher

    Note: The fields on the screen change based on the selected resource type.
    Type Yes Select whether the technician is a Contractor or an In-House employee.
    Note: This field displays only for the technician resource type.
    Name Yes Enter the resource name that you want to display in the resource tree.
    External ID No Enter the ID number from an external system, such as the employee ID number. If you use them, each resource must have a unique ID.
    Org Unit/Bucket Yes If you are adding a bucket, organization unit, or a technician, select the organization or organization unit to which the resource belongs.
    Note: The field is not mandatory for the Manager/Admin/Dispatcher resource type.
    Status Yes Select Active if you want the resource to use the application. Else, select Inactive.
    Access Settings (applicable only for the Technician and Manager/Admin/Dispatcher resource type)
    User Type Yes Select the user type for the resource.
    Visible Resources Yes for the Manager/Admin/Dispatcher resource type. Select the organization, organization unit, or the bucket to which the resource belongs.
    Self Assignment See How Self-Assignment Works.
    Login Yes Enter the login name for the resource.
    Password, Confirm Password No Enter the password that you would like to set for the resource.
    Force Password Change at Next Login No Select the check box, if you want the resource to change their password when they log in for the first time.
    Collaboration Group Select the collaboration groups. See Create a Group or Help Desk section in the Administering Oracle Field Service Guide.
    Initial Ratio for Resource Value See Set the Initial Ratio for Resource Value.
    Note: If you select a resource from the Home page, navigate to the Resource Info screen, and click Information, then the Initial ratio for Activity duration and Default ratio for Activity duration values are displayed on the Edit Resource screen.
    Locale Settings
    Message Language Yes Select the language in which the resource sees the error messages.
    Time Zone Yes Select the time zone that the resource views in the application.
    Time Format Yes Select the time format (12–hour or 24–hour) that the resource views in the application.
    Date Format Yes Select the date format that the resource views in the application.
    Long Date Format Yes Select the long date format that the resource views in the application. A long date is a date that includes words. For example, Wednesday, May 6, 2020.
    Note: The field displays only for the Technician and Manager/Admin/Dispatcher resource type.
  5. Click Submit.

Set the Initial Ratio for Resource Value

The Initial ratio for Activity duration field indicates the percentage by which the company-wide estimations of the activity duration is multiplied to get the estimated activity duration at the resource level for the new activities. This ratio is applicable only for those activities that are relatively new to the resource with no significant past data. You can edit this field only if the resource doesn't have any completed activities.

Note: The field is displayed only for field resource, tool, and vehicle resource types.
  1. Log in to the Core application as an admin user.

  2. Navigate to Configuration, User Types screen.

  3. Select the Screen Configuration tab.

  4. Add the Initial ratio for Activity duration field to the Edit Resource/User context layout and set RW visibility.

  5. Click Save.

  6. Navigate to the Add or Edit Resource screen.

    Note: Based on the settings in Configuration, Statistics, the fields, Lower limit for personal ratio to calculate duration, % and Upper limit for personal ratio to calculate duration, % are displayed.
  7. Set an appropriate value for the Initial ratio for Activity duration field.

    For example, select 120%. You can view the value on the Resource Edit and Resource Hint screens. The Default ratio for Activity duration field is displayed as read-only under the Initial ratio for Activity duration field based on the reported duration after the field resource completes at least one activity.

    The Default ratio for Activity duration value is always displayed as Read-Only value and only if the Initial ratio for Activity duration value is displayed. The message below the Initial ratio for Activity duration drop-down list enables you to understand how the Initial ratio for Activity duration value impacts the resource.

    If the Initial ratio for Activity duration value of the resource differs from one of the predefined options, the current value is added to the bottom of the list. The initial ratio for Activity duration value set through the API is converted to percentages. For example, if you use the API and set the value to “1.25”, then on the Resource Edit screen and Resource Hint, the value is shown as "125%".

  8. Click Submit.

View Resources

Use the Resources screen to get a bird’s eye view of an organization. You can see your organization’s business units, human beings, tools, and vehicles on the Resources screen.

  1. Click the hamburger icon and click Resources.

    The Resources screen appears, as shown in this screenshot:
    This screenshot 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. Select the Unassigned option to view all users who don’t belong to any organization or a bucket.

      Note: Only users who have access to the entire resource tree can view unassigned users.
    3. 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 this screenshot:
      This screenshot 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 display in alphabetical order and the count of active resources is updated in the Status section.

Change the Resource Type of a Field Resource

Sometimes, 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 stack icon and then click Edit.

    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.

Change the Resource Type of a Manager, a Dispatcher, or an Administrator

Sometimes, you may have to change a Manager, a Dispatcher, or an Administrator to a field resource. When you do this, the field resource is created and the Manager, Dispatcher, or Administrator is not available anymore.

  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.

  3. In the search results, click the required resource name.

  4. On the Resource Info screen, click the stack icon and then click Edit.

  5. In the Resource Type field, select a field resource.

  6. Click Submit.

    The field resource is created and the Manager, Dispatcher, or Administrator is not available anymore on the Resources screen.

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.

  4. On the Resource Info screen, click the stack icon and then click Edit

    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

You can use the Visible Resources field to define which resources the current user can view. You define visible resources by selecting an organization, an organization unit, or a bucket.

  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.

  4. On the Resource Info screen, click the stack icon and then click Edit.

    The Edit Resource screen appears with all the details of the resource.
  5. In the Visible resources field, select an organization, an organization unit, or a 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, an organization unit, or a bucket to which you belong.
  6. Click Submit.

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

Modify Multiple Resources Simultaneously

You can perform actions such as activate, deactivate, unlock, or delete, on multiple resources simultaneously.

  1. Go to the Resources screen.

  2. Filter the list to view the resources of your choice.

    Some of the filter options are Collaboration users and Last login.
  3. Select or tap and hold [on a mobile device] all the resources that you want to modify.

    The options Activate, Deactivate, Delete, Set Collaboration Group, and Unlock are displayed at the top of the list. This screenshot shows the desktop version of the Resources screen:
    This screenshot shows the Resources screen as displayed on a desktop. It shows multiple resources selected and the activate, deactivate, delete, set collaboration group, and unlock options displayed at the top.
    This screenshot shows the mobile device version of the Resources screen with these options:
    This screenshot shows the Resources screen as displayed on a mobile device. It shows multiple resources selected and the activate, deactivate, delete, set collaboration group, and unlock options displayed at the top.
  4. Click the button of your choice.

    A confirmation dialog appears with the count of resources selected for the action. This screenshot shows the changes that are about to be applied for Collaboration groups:
    This screenshot shows the confirmation dialog for the changes made for the Collaboration groups of the selected resources.
  5. Confirm your decision.

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 when the calendar is updated. You can access and update the resource’s calendar from these 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 application to a resource.

  1. From the Resource Calendar, select a date for which you want to assign a schedule.

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

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

    Note: If you don't specify any end date, the schedule is considered as indefinite.
  4. Click Submit. The new schedule is applied to the resource.


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

Non-Working Time Option

You can schedule an activity under the Non-Working Time category, if a technician needs a day off, because of reasons such as vacation or illness. However, you cannot apply non-working time if the technician has activities other than repeating, shift, or mass type activities assigned for the day. A warning message appears on the screen, and if you click Confirm, then the 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 Service and interfaces support the favorite resources option. The favorite resources that a user marks in Oracle Field Service Core Manage 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 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 these characteristics:
  • You can create the Favorites group only in the Oracle Field Service Core Manage 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 these screens in the Oracle Field Service Core Manage Service interface:
    • Activities

    • Daily

    • Dashboard

    • Reports

    • Resource info

    • Resource calendars

    • Inventories

    • Locations

    • Resource work zones

    • Users

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

    • Forecasting

    • Routing

Create a Group with Resources

Dispatchers can pick resources from the main resource tree and group them to have quick access to them. Groups such as this helps you avoid scrolling up-down the resource tree to find a required bucket or technician. You can create as many groups as required and manage the resources the same way you manage using the main resource tree.

Note: This operation can be performed in Oracle Field Service Core Application only.
  1. Define the resource that you want to be in a new group.

  2. Click to open the resource hint.

  3. Click the Add to Group button.

    This figure shows the Add to group option on the resource hint screen.
  4. Select the New group box and enter the name of a group.


    This figure shows the Add to Group button on the Resource Hint window.

Add Resource to an Existing Group

When you start managing new resources, you can add them to the existing favorite groups.

  1. Define the resource that you want to be in a new group.

  2. Click to open the Resource Hint.

  3. Click the Add to group button.

  4. Select an appropriate group and click Save.

Rename a Group

You can rename a favorite group to suit your current requirements.

  1. Click a group to open the group hint.

  2. Click Rename group.

  3. Change the group name and click Save.

Delete a Group

You can delete a group that you no longer need. Deleting a group doesn't delete the resources from the application.

  1. Click on a group to open a group hint.

  2. Click Delete Group.

  3. Confirm your action.

    Note: Dispatch Console allows working with all groups simultaneously. Manage screen lets you switch between groups.

    If a group contains more than 50 resources, then only first 50 resources of the group are shown on the Manage screen.

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 Favorites group is always the first item in the resource tree.

The Administrator configures 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

You can add or move activities anytime and your technicians may ask for help anytime 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 then evaluates the activity and proposes a number of resources that can take the activity.

  • Identify resources with idle time. Look in the 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, select 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.

These rules are used:

Activity Status Scenario Coordinates Sent
Route is not yet started or no activity is started on the route The resource’s GPS coordinates are obtained between 0–20 minutes. The GPS coordinates are used.
No GPS coordinates are available, or GPS coordinates are greater than 20 minutes. The resource's Start Location is used if it is available.
No GPS coordinates are available, or GPS coordinates are greater than 20 minutes, and no Start Location is assigned to the resource. The resource's location remains undefined.
Route has a started or a completed activity 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.
No GPS coordinates are available, or 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 a 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. You can use this view to make 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. You can use this view to make changes that involve more than one day or more than one resource.

View a Resource’s Calendar in the Daily View

You can see the calendar of a resource, group, or bucket for a whole week in the Daily view. You can use this view to make small changes to individual calendars in the current week. The Daily view is available only in Legacy Manage.

  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 this screenshot:
    This screenshot 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

You can see an individual resource’s schedule in the Resource Calendar view. You can use this view to make 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

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

You can perform these 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 work schedule 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 these 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. Click No date specified to apply it for an indefinite time.
  4. To add the details of on-call for the resource, click On-Call and update these fields:

    Name Description
    On-Call Schedule The field that specifies that the resource is on call. When you select an on-call shift, the on-call color coded icon that is attached to the shift appears. When you add this shift to a resource, this icon is displayed on the Dispatch Console, Manage, Calendar, and Resource Calendar screens, and on the resource avatar. Select On-Call. An On-Call shift visually shows the resources that are available to be contacted outside a regular working shift. If you have not activated an On-Call shift, it is not suitable for activity assignment - either manually or in routing optimization, and is not used in capacity calculations. However, when you activate an on-call shift, activities can be assigned to the resource.
    End Date, Repeat If you are adding the shift for a short duration, say 5 days, enter the number in the Repeat field. The value in End Date is automatically adjusted. If you are adding the shift for a long duration, say a month, click the calendar in the End Date field and select the end date. The number of days is automatically calculated and displayed in the Repeat field. The dates between which the shift is applicable is also displayed.
  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. Use working time when resources work a different number of hours than they normally do or when they work 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 these 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. You can remove an on-call shift, if you assign a schedule for a resource. You can't remove an on-call shift, if you assign a regular shift, custom working time, or non-working time.
    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.
    This screenshot shows the dialog where you add the custom working time:
    This screenshot shows the fields to add the custom working time.
  4. Click Submit.

    The new schedule is displayed on the calendar.

Add On-Call, Non-Working, or Custom 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. You can use the custom working time to specify a custom schedule for a resource. Similarly, you can use the on-call option to specify the time during which a resource is available on call. Be aware that you can change the calendar, only if you have the Read-Write permission for Resource Calendar on the Resource/User Info context layout structure.

  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, custom working time, or an on-call schedule.

  4. Click On-Call and update these fields:

    Name Description
    On-Call Schedule The field specifies whether the resource is not working, is working in a custom schedule, or is on call. Select Non-Working Time, Custom Working Time, or On-Call. If you select the blank option, the existing on-call schedule is removed and the earlier schedule is restored.
    Reason If you have selected Non-Working Time, select the reason for which the resource is not working. For example, Others. This field is not displayed if you have selected Custom Working Time or On-Call.
    Start time, End time If you have selected Custom Working Time, select the custom start and end time of the schedule. This field is not displayed if you have selected Non-Working Time or On-Call.
    Comment If you have selected Non-Working Time or Custom Working Time, enter a comment. For example, Daughter’s graduation day, or Dentist’s appointment at 4:00 pm. This field is not displayed if you have selected On-Call.
    End Date, Repeat If you are adding the shift for a short duration, say 5 days, enter the number in the Repeat field. The value in End Date is automatically adjusted. If you are adding the shift for a long duration, say a month, click the calendar in the End Date field and select the end date. The number of days is automatically calculated and displayed in the Repeat field. The dates between which the shift is applicable is also displayed.
  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 these 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 these tasks with inventory:
  • Add an inventory type

  • Install inventory

  • Deinstall inventory

  • Exchange inventory

  • Change inventory properties

  • Delete inventory

  • Search the Parts Catalog

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 don't 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, and so on. Usually, technicians carry these items in the their truck. However, the amounts required for individual activities are recorded along with serialized inventory on the Inventories List screen in the technician's mobility device.

This screenshot shows the Add inventory type screen:
This screenshot shows the Add inventory type screen.

Add an Inventory Type

You create serialized inventory and non-serialized inventory types, before creating any inventory.

  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 Service, as it is read-only. If your administrator has defined the property in Oracle Field Service Mobility Cloud Service, Oracle Field Service Core Manage Service users 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 Service.
  5. Click Save.

Required Inventory

You can list both, serialized and non-serialized inventory as Required for a particular activity on the Inventories list tab.

The Required Inventory section always displays first on the Inventory list tab. There is no configuration required for it. The remaining inventory items display below the Required Inventory section. On tablets and mobile devices, if there is more than one item, inventory items are grouped by inventory type. An inventory group is collapsed, if there are more inventory items than set in the Mobile Inventory Count setting on the User Options screen. This screen shot shows the Inventory list tab:
This screen shot shows the Inventory list screen.

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

This screen shot shows the warning that a required inventory is missing with a resource:
This screen shot shows the warning that a required inventory is missing with a resource.

Add the Required Inventory to an Activity

You may want to add some required inventory to an activity, before you start working on the activity, or while you are working on it.

  1. Open the Dispatch Console.

  2. Go to the resource or bucket to which the activity is assigned.

  3. Open the Activity details page and click Inventory.

  4. Click Add to Required.

  5. Select an inventory item from the list and add the quantity.

  6. Click Submit.

    The inventory is added to the activity.

Add the Required Inventory from Parts Catalog

You add the required inventory from the Parts Catalog, if it is mandatory in your organization.

  1. Make sure that Parts Catalog is selected in the Search Preferences dialog.

  2. Open the Dispatch Console.

  3. Go to the resource or bucket to which the activity is assigned.

  4. Open the Activity details page and click Inventory.

  5. Click Add to Required.

  6. Click Search and search for the item in the Parts Catalog.

  7. Review the details of the required part and then click Select.

  8. Fill in the quantity and click Submit.

    The selected inventory is added to the activity.

Edit the Required Inventory

After you add an inventory item to an activity, you can only change its quantity.

  1. Open the Dispatch Console.

  2. Go to the resource or bucket to which the activity is assigned.

  3. Open the Activity details page and click Inventory.

  4. Click the inventory item that you want to change and then click Edit Required Inventory.

  5. Change the quantity and click Submit.

    The inventory is updated.

Delete the Required Inventory

After you add an inventory item to an activity, you can only change its quantity. If you want to change the model of an existing inventory item, you must first delete the existing item and then add the desired model.

  1. Open the Dispatch Console.

  2. Go to the resource or bucket to which the activity is assigned.

  3. Open the Activity details page and click Inventory.

  4. Click the inventory item that you want to delete and then click Delete Required Inventory.

    The selected item is removed from the activity. The quantity of the item is increased either in the resource pool or in the Parts Catalog.

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.

Technicians assigned to installation jobs usually know which inventory they are installing, and they load the resources on their trucks accordingly. However, they can determine the parts necessary for replacement only at the customer's site after tests and diagnostics. Technicians can use the Parts Catalog to:
  • Look up the spare part required for replacement

  • Discuss the replacement terms (for example, price, period) with the customer

  • Place an order for the spare part

  • Find an alternative for a part, if the customer does not accept the initial offer

  • Issue an invoice

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

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. Select the Parts Catalog check box in the General tab of the User Types screen for the required user type.

With this permission, the resource can access only catalogs in the language that was set for that resource in the Manage or Mobility application.

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 three characters. 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 shows the Show more results link, which displays 10 more search results. Scroll the search results using the vertical scroll bar. Click any search result item to display its details.

Inventory Transactions

You can perform inventory transactions on behalf of a technician, if you have the user type permissions.

You perform the inventory actions on the Inventory list screen on the Activity details screen.
Note: You can see inventory actions such as, install, deinstall, and exchange only when the activity is in a Started status.

This screen shot shows the inventory that is installed for the customer on the Inventory list screen in the Activity details screen.

Common inventory actions are listed in this section. The actual configuration may differ based on the way your organization has implemented the application.

Install Inventory

Use the install inventory action to track equipment or inventory that is moved from the technician’s inventory pool to the customer’s 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 this screen shot:
    This screen shot 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, 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 this screenshot:
    This screenshot shows the Deinstall inventory dialog.
  2. Click OK.

    Equipment now shows as Deinstalled.

Exchange Inventory

Use the exchange action to replace equipment on the customer's premises with a piece of equipment from the technician’s inventory pool.

Here’s an example of an inventory exchange. Let’s say a DVR set top box is being upgraded to a new model. The technician initiates an exchange action, which removes the equipment from the customer’s pool and installs the upgraded box from the technician’s inventory pool.
  1. Click Exchange.

  2. On the Inventory exchange window, select another serialized inventory from the technician’s inventory pool with which you want to exchange the customer's inventory.

  3. Click OK.

    When you exchange, the original equipment in the customer pool shows as Deinstalled and the newly swapped device shows as installed.

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 Edit.

    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 items from the customer’s inventory pool.

Note: You can delete inventory items only 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 this screenshot:
    Screenshot 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

You configure a Send Hit request option to allow for the provisioning of equipment and services (that is, initialize device or refresh services). You can send a message, for example, to an external application 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.

  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 is triggered and sent as appropriate.

Dashboard Charts and Reports

This section discusses the overview of dashboard charts and reports in the Oracle Field Service Mobile app

You can perform the following on dashboards and reports in Mobility:

  • Configure dashboards in the Oracle Field Service Mobile app. The Main menu Dashboards in the mobile app serves as the single location to access Oracle Field Service reports, Oracle Field Service dashboards, and other application dashboards embedded in Oracle Field Service.

  • 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, administrators configure the settings at the time of creating the charts. Users who view the 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 screenshot shows the standard report in Mobility.

This screenshot 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 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 Core Application. The user (preferably, Administrator with configuration permission) can grant permissions to configure predefined dashboards for a user type.

To configure predefined dashboards:
  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 screenshot displays the default Dashboards page.

    This screenshot 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 screenshot 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.

Configure Available Reports for a User Type

User types control the access to configure available reports for a user type in Core Application. The user (preferably, Administrator with configuration permission) can grant permissions to configure available reports in Dashboards. To configure available reports for a user type, you require permissions to access Dashboards from the Configuration page.

To set up Dashboards as a menu item for a user type configuration page for a user type:

  1. Click the Navigation button and select Configuration.

  2. In the Configuration page, select User Types.

  3. In the User Types page, select Screen Configuration.

  4. In the Application screens section, select the configuration menu item:

  5. In the configuration menu context layout, click Add action. The Add menu item dialog is displayed.

  6. In the Add menu item dialog, select the Dashboards check box and click OK

    The Dashboards menu item is now added to the Navigation pane. Users can access dashboards and reports from this Dashboards page.
  7. To configure available reports for a user type, click the Navigation button and select Dashboards from the Configuration menu.

    When the user opens the Dashboards page for the first time, reports or dashboard charts will not be available for the selected user type.

    This screenshot shows the Dashboards page when it is opened for the first time

    This screenshot shows blank Dashboards page.

  8. You may add available reports to the Dashboards page.

Set Up Dashboards as a Menu Item for a User Type

User types control the access to Dashboards in Core Application. The user (preferably, Administrator with configuration permission) can grant permissions to access dashboards for a particular user type, so that all users in that user type can access the Dashboards menu.

To set up Dashboards as a menu item for a user type:

  1. Click the Navigation button and select Configuration.

  2. In the Configuration page, select User Types.

  3. In the User Types page, select Screen Configuration.

  4. In the Screen Configuration page, select the Main menu item:

  5. In the Main Menu context layout, click Add action. The Add menu item dialog is displayed.

  6. In the Add menu item dialog, select the Dashboards check box and click OK

The Dashboards menu item is now added to the Navigation pane. Users can access dashboards and reports from this Dashboards page. To navigate to the Dashboards page, click the Navigation button and select Dashboards. When you access the dashboards menu for the first time, you may not see any predefined dashboards in the Dashboards page.

Add a Dashboard

You can add Dashboards page in Context Layout for Mobility. You can create multiple tabs in dashboards screen and arrange reports or dashboards so that information can be displayed in different tabs on a single screen. Options are available to rename or rearrange these tabs based on their preference of view. You can also delete these tabs at any point in time. You can configure the reports/ charts based on their preference.

When you access the dashboards menu for the first time, you may not see any predefined dashboards in the Dashboards page.

Note: Add dashboard action will work only if the Available Reports pane is open.

To set up multiple Dashboard tabs:

  1. Log into Oracle Field Service Mobile App.

  2. Navigate to the Dashboards page.

  3. In the Dashboards page, click the Properties icon.

  4. Select Add Dashboard from the drop-down menu.

    The Add Dashboard dialog is displayed.
  5. Select the New dashboard option.

  6. In the Name field, enter the dashboard tab name and click OK.

    The Dashboards page shows the newly added tab.
The Dashboard will be in configure mode by default. You can drag and drop reports or dashboard charts from the Available reports pane.

Edit a Dashboard

You can select and edit a dashboard from the Dashboards page.

  1. Navigate to the Dashboard tab.

    Note: You cannot edit a dashboard tab, and 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 screenshot shows the Dashboards page with Available reports pane after creating a tab:

    This screenshot 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.

Dashboard Tiles — Re-size Option

You can resize the dashboard tiles using the resize handler at tiles level in the dashboard.

You can use the resize handler to increase or decrease the size of dashboard tiles based on the requirement.

Image shows the resize handler which can be used to resize dashboard tiles.

You will find this option only when the dashboard page is in Configure current dashboard mode. When you resize the chart tile, all the dashboard components like chart, icons, legends, titles & other labels will be resized accordingly.

Delete Current Dashboard

You can delete dashboards or reports on the Dashboards page.

Caution: Be careful when deleting dashboards. Deleted dashboards cannot be retrieved from Oracle Field Service.

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 is removed from 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 on the Dashboards page. You can set filters for all the dashboard charts or reports. Data is displayed based on the filter selection.

You can use the resource filter to display the data of dashboard charts at buckets (or organizations) or at the individual resource level.
  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 screenshot shows the Dashboards page showing resource-specific data.

    This screenshot 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 on the Dashboards page anytime, provided the Available Reports pane appears on the Dashboards page.

  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 cannot 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 reports, dashboards, and other application dashboards embedded in Oracle Field Service.

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 list.

    The Available reports pane appears as follows:

    This screenshot shows the default view of Available reports pane before setting permissions.

    This screenshot 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 screenshot shows the Available Reports pane after setting permissions for the user type.

    This screenshot 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.