2Configure Resources, Activities, and Inventories

Activity Types

An activity is any time-consuming task such as, installation, trouble call, lunch, or team meeting that a resource does. Each activity type includes a set of features, which are yes/no flags and define the way the activity type is processed. Examples for features include whether activities of a specific type can be moved, created in a bucket, rescheduled, and so on. The Activity Types visibility controls the access to the Activity Types window. You must set the visibility for each user type that you want to manage Activity Types. If you don't configure an action for a user type or if you don't define the visibility, users of the user type cannot see the Activity Types. If you select ReadOnly, Activity Types is available in a read-only mode. If you select Read/Write, users can manage Activity Types.

Here is the detailed description of the features that may influence the processing of activity from the back office applications through Oracle Field Service.

Table Features that influence activity processing

Feature If enabled, the activities of the type...
Allow to create from Incoming Interface … can be created from external systems, including Oracle Field Service ETAWorkforce
Allow move between resources … can be moved between resources
Allow creation in bucket ... can be created in bucket through routing plans and profiles
Allow reschedule … can be moved to another day
Support of not-ordered activities … can be not-ordered – such that can be started by the resource before/after any other activity within the route
Allow non-scheduled ... can be activities without a date
Support of time slots … can use time slots (time-period within which they are to be started can be defined)
Calculate activity duration using statistics … are estimated using statistics that are gathered at the resource level and company level

Add an Activity Type

An activity type defines the properties based on which users can create activities. The properties could be whether the activity is created for customers, internal activities, or team work, whether travel has to be calculated for the activity, whether the activity can be rescheduled, and so on. You cannot modify some features after you start creating activities for some activity types. Whether you change the features for existing activity types on the user interface or through REST APIs, the application validates the features and displays warnings, as appropriate.

  1. Click Configuration > Activity Types > Add activity type.

  2. Complete these fields:

    Field Action
    Activity type info section
    Label Enter a unique identifier for the activity type.
    Name Enter a user-friendly name that appears in the interface. Enter the name in English and in all the languages that are active in the application.
    Active Specify whether the activity type is active. Users cannot select inactive activity types while creating activities.
    Group Select the activity type group this activity type belongs to, for example, Customer, Internal, Teamwork, or Task.
    Default duration Enter the time taken to complete the activity. This is the default value and it will be used when no statistics are available for the activity.
    Color Scheme Section
    Copy from The color palette to be copied from an existing activity type. The color scheme of the selected activity type is duplicated.
    Pending through Cancelled Define colors for each of activity statuses and for warning with standard RGB color codes and palettes. The colors that you select here are used on all the application pages. For example, let's say you select Green for the Started status. Whether you view the Time View, List View, or Manage, activities with the Started status are displayed in Green. The colors Pending = FFDE00, Completed = 79B6EB, Warning = FFAAAA, Suspended = 99FFFF, Not done = 60CECE, Not ordered = FFCC99, Started = 5DBE3F, and Canceled = 80FF80 are not available in the Supervisor Time View (Manage).
    Available Time Slots Section
    Available Time Slots Select the times slots for this activity type. You must have set up time slots in Configuration > Time Slots for them to be available on this page. Select the check box to activate the time slot.
    Features Section- The features are yes/no flags, which define individual characteristics of the type processing. If the check box is selected then the feature is enabled.
    Allow mass activities Select the check box to define that the activities of this type can be performed by multiple resources simultaneously. For example, team meeting, or training. If you select this option at the time of creating the Activity Type and save the Activity type, you cannot clear it later. However, if you have cleared it at the time of creating the Activity Type, you can select it later. But, you see a warning message.
    • This option cannot be enabled if Teamwork is selected.

    • This option cannot be enabled if Allow move between resources is selected.

    • This option cannot be enabled if Support of not-scheduled activities is selected.

    • This option cannot be enabled if Allow reschedule is selected.

    Teamwork Select the check box to define that the activities of this type are allowed for teamwork. Teamwork is an activity that is performed by minimum two resources: a team leader and an assistant. You can select this option only while creating the Activity Type. After you select this option and save the Activity type, you cannot clear it. Similarly, if you clear it at the time of creating the Activity Type, you cannot select it later. When the Teamwork activity feature is enabled, these activity type features are disabled:
    • Enable segmenting and extended duration

    • Allow move between resources

    • Allow creation in buckets

    • Allow reschedule

    • Allow non-scheduled

    • Enable 'day before' trigger

    • Enable 'reminder' and 'change' triggers

    • Support of work zones

    • Support of work skills

    • Support of inventory

    • Support of preferred resources

    • Allow mass activities

    Enable segmenting and extended duration Select the check box to define that the activities of this type are intended to be used for field work that must be split into segments, which can be scheduled and assigned to technicians. You can select this option only while creating the Activity Type. When you select this option, a new section, Enable segmenting and extended duration, appears in the Add activity type window where you can set the duration for segments. After you select this option and save the Activity type, you cannot clear it. Similarly, if you clear it at the time of creating the Activity Type, you cannot select it later. These fields are displayed in the Enable segmenting and extended duration section:
    • Minimum segment duration for a single day: Defines the minimum length (in minutes) of each segment the activity is to be split.

    • Maximum segment duration for a single day: Defines the maximum total duration (in minutes) of the activity segments for any day.

    When you select the Enable segmenting and extended duration feature, these activity type features are disabled:
    • Teamwork

    • Allow mass activities

    • Allow repeating activities

    • Enable 'day before' trigger

    • Enable 'reminder' and 'change' triggers

    • Enable 'not started' trigger

    • Enable 'SW warning' trigger

    Allow move between resources Select the check box to define that the activities of this type can be moved from one resource to another. You cannot select this option if you have selected Teamwork.
    Allow creation in buckets Select the check box to define that the activities of this type can be created in a bucket. If you select this option at the time of creating the Activity Type and save the Activity type, you cannot clear it later. However, if you have cleared it at the time of creating the Activity Type, you can select it later. But, you see a warning message.
    • You cannot select this option if you have selected Teamwork.

    • You can select this option only if you have selected Allow move between resources.

    Allow reschedule Select the check box to define that the activities of this type can be rescheduled to another date.
    Support of not-ordered activities Select the check box to define that the activities of this type can be not-ordered activities. If you select this option at the time of creating the Activity Type and save the Activity type, you cannot clear it later. However, if you have cleared it at the time of creating the Activity Type, you can select it later. But, you see a warning message.

    Not-ordered activities are the ones for which the order of processing is not defined. Such activities don't have an estimated time of arrival. The resource, dispatcher or routing may define the order (for example, command change order in mobile interface or edit activity command in web interface).

    Allow non-scheduled activities Select the check box to define that this activity type can have non-scheduled activities. You cannot select this option if you have selected Teamwork. If you select this option at the time of creating the Activity Type and save the Activity type, you cannot clear it later. However, if you have cleared it at the time of creating the Activity Type, you can select it later. But, you see a warning message.

    Non-scheduled activities are the ones that don't have a specific day of completion assigned to them.

    Support of work zones Select the check box to define that the resource work zone must be calculated for this type of activities. This option cannot be enabled if Teamwork is selected. If this option is selected and a work zone cannot be calculated, a warning is displayed when such an activity is moved; routing will not assign such activities. If using work zones, Business rules must be configured to allow support of work zones (Configuration > Business Rules > GUI features > Enable work zones support).
    Support of work skills Select the check box to define that the work skills are calculated and assigned to the activities of this type, based on any conditions met. Subsequently, only resources with matching work skills are considered for assignment of the activity. If you don't select this check box, work skills are not considered and the activity can be assigned to any available resource.
    • You cannot select this option if you have selected Teamwork.

    • This option does not depend on the Allow move between resources feature (as work skills are used not only to move activities but to calculate capacity).

    If you choose to use work skills, you must configure Business Rules to allow support of work skills (Configuration > Business Rules > GUI features > Enable work skills support).
    Support of time slots Select the check box to define that the activities of this type require time slots. This refers to pre-configured time slots within which the activity can be performed. After you select this option and save the Activity type, if you try to clear the option, you see the message, ‘Time Slot values will not be preserved after the change of this feature.’

    If you don't select this check box and the 'Time slot' field is added to the Edit/View activity context layout, then it's replaced with the Service Window field.

    Support of inventory Select the check box to define that inventory can be used for activities of this type. For example, lunch breaks and team meetings do not have inventory. You cannot select this option if you have selected Teamwork. If you select this option at the time of creating the Activity Type and save the Activity type, you cannot clear it later. However, if you have cleared it at the time of creating the Activity Type, you can select it later. But, you see a warning message.
    Support of links Select the check box to define that the activities of this type can be linked with predecessor/successor activity relationships. If you select this option at the time of creating the Activity Type and save the Activity type, you cannot clear it later. However, if you have cleared it at the time of creating the Activity Type, you can select it later. But, you see a warning message.
    Support of preferred resources Select the check box to define that the activities of this type can have preferred resources (Preferred Resource tab). You cannot select this option if you have selected Teamwork. If you select this option at the time of creating the Activity Type and save the Activity type, you cannot clear it later. However, if you have cleared it at the time of creating the Activity Type, you can select it later. But, you see a warning message.
    Allow repeating activities Select the check box to define that the activities of this type can be recurrent. If you select this option at the time of creating the Activity Type and save the Activity type, you cannot clear it later. However, if you have cleared it at the time of creating the Activity Type, you can select it later. But, you see a warning message.
    • You cannot select this option if you have selected Allow move between resources.

    • You cannot select this option if you have selected Support of not-scheduled activities.

    Calculate travel Select the check box to define that the travel time to an activity must be calculated. If you have selected Calculate travel for an activity and it has neither the travel key (that is, zip code) nor coordinates, a company default value is used as a value of travel to and from the activity.
    • If the feature is selected, the algorithm implemented for activities is used for all activities of the type.

    • If the feature is not selected, the travel time to activities of the type is always calculated as zero (0) (as if location of activities of the type is the same as location of previous activity) and travel to the next stop also starts from this previous location.

    Calculate activity duration using statistics Select the check box to define that the activities are estimated using the statistics that are gathered at the resource level and company level.
    Allow to search Select the check box to define that the Oracle Field Service Search Engine indexes activities of this type.
    Allow to create from Incoming interface Select the check box to define that the activities of this type can be created from Inbound Interface. Activities may originate from either Oracle Field Service or external systems.
    Enable ‘day before’ trigger Select the check box to define that the day before trigger is invoked for activities of this type. You cannot select this option if you have selected either Teamwork or Enable segmenting and extended duration. You can select or clear this option at the time of creating the Activity Type, or later.
    Enable ‘reminder’ and ‘change’ triggers Select the check box to define that the 'reminder' and ‘change’ triggers are invoked for activities of this type. You cannot select this option if you have selected either Teamwork or Enable segmenting and extended duration. You can select or clear this option at the time of creating the Activity Type, or later.
    Enable ‘not started’ trigger Select the check box to define that the 'not started' trigger is invoked for activities of this type. You cannot select this option if you have selected either Teamwork or Enable segmenting and extended duration. You can select or clear this option at the time of creating the Activity Type, or later.
    Enable ‘SW warning’ trigger Select the check box to define that the 'SW warning' trigger (Service Window warning) is invoked for activities of this type. You cannot select this option if you have selected either Teamwork or Enable segmenting and extended duration. You can select or clear this option at the time of creating the Activity Type, or later.
    Calculate delivery window Select the check box to define that a delivery window can be calculated for activities of this type.
    SLA and Service window use customer time zone (required for routing) Select the check box to define that SLA/Service Window can be adjusted for the activities of this type. You must select this feature if you have selected Support of time slots.
    Support of required inventory Select the check box to define that the required inventory is supported for activities of this type.
    Disable resource tracking for this activity type Select the check box to define that the resource's geolocation is not tracked, if the activity has the status ‘Started’. The message, ‘Your location is not tracked for this activity.’ appears on the Landing page. Location tracking resumes after the activity status changes (that is, the status changes to ‘Completed/End’, ‘Suspend’, or ‘Not Done’) and, the route is still active. This functionality is supported in the Oracle Field Service Core Application (browser) and installed applications (Android and iOS) and requires Oracle Field Service Smart Location, Oracle Field Service Professional Cloud Service or Oracle Field Service Enterprise Cloud Service. This message is not displayed if you have not selected Enable GPS Telemetry under the Configuration > User Types > Permissions section.
  3. Click Add.

Find Activity Types

An activity type defines the specific parameters of the activity, such as which time slot the activity takes place. You may want to find activity types to view, edit, or clone them.

  1. Click Configuration.

  2. In the Resources, Activities, and Inventories section, click Activity types.

    The Activity types page appears and displays these columns:

    Column Description
    ID System-generated number assigned to records in the database – not used by anyone except the Support team.
    Activity Type Name The user-friendly name the end user sees in the drop-down list of choices on the Activity page.
    Status Indicates if the activity type is being used.
    • Green check mark = Active and in use

    • Red X = Inactive and not used

    Activity Type Label A unique identifier for the activity type.
    Actions Links to the actions you can take on this activity.
  3. Click View.

  4. Type the activity type that you want to find in the Find field.

  5. Click Apply.

    The results appear in the work area with the search criteria in bold.

View Internal Activity Types

Internal activities are non-customer facing activities that a resource performs as part of their daily duties. External activities are activities where resources are required to travel to perform some type of service.

For many resources, their first activity might be a warehouse visit. Around mid-way through the shift, there will be a lunch activity. The last activity might also be a warehouse activity, completing their end-of-day tasks. This is an example of how an internal activity is part of a resource’s daily duties.
  1. Click Configuration.

  2. In the Resources, Activities, Inventories section, click Activity Types.

    The Activity Types page appears. The internal activities are listed under the heading Internal. The colors indicate the colors used on the Time, List and Map view.
  3. Scroll down to see the activities types of various groups.

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.

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.

Activate, Deactivate, or Delete Activity Types

If you don't want to use an activity type any more, you can either deactivate it, or delete it. Similarly, if you have an existing deactivated activity type, you can activate it and start using it.

  1. Select the check box next to an activity type.

    Options appear at the top of the page.
  2. Click the appropriate button, based on the action you want to perform.

    Note: Deactivate does not delete the activity type; it just makes it inactive.

How Activity Duration Is Calculated

You can define the activity duration or the application can calculate it using statistics that it obtains from learned durations.

Note: You can specify durations for specific activities and technicians through APIs. For more information, see the REST API for Oracle Field Service guide.
The manually-defined and statistical methods work as follows:
  • Manually-defined: If you have not selected the Calculate activity duration using statistics check box on the Add activity type or Modify activity type dialog box, the duration specified at the time of creating the activity is used. If you have not specified the duration in the activity, the default duration for that activity type is used.

  • Statistical: If you have selected the Calculate activity duration using statistics check box on the Add activity type or Modify activity type dialog box, the duration of the activity is calculated based on statistical methods. If the history is not enough to calculate using statistics, the duration entered manually (if entered) at the time of creating the activity is used. If neither history nor a manually entered value is present, then the default duration for that activity type is used. The default duration is specified at the time of creating the activity type.

Calculation of activity duration using statistics

Activity duration estimations are calculated by the application based on the historical data of completed activities. The application analyses new data, compares it against previous estimations, and corrects the previous estimations, based on the new data, to obtain updated estimations for future usage. For this, the application uses two main statistics: company profile and personal profile. The application learns how each technician performs tasks and updates these statistics daily.
  • Company profile: The activity duration is calculated at the company level based on the Activity duration stats fields configured on the Statistics page. All activities belonging to the same field value are grouped together for calculating the duration. The key is typically something that identifies similar activities as a single entity including fields such as Activity Type. When a technician performs tasks and reports the time against them, the company level estimate is derived for each task type based on the stats field values. The application gives more importance to more recent data for computation, rather than historic data. This increases the estimation accuracy and allows the application to respond to changes in trends in a timely manner. The default duration specified in the Add activity type dialog box is used as the starting point for estimating the duration. The application:
    • Refers to the previous experiences of similar tasks.

    • Calculates the estimate based on the summary of experiences.

    • Learns from new experiences.

    • Updates and remembers the updated experiences for future use.

    Every day the estimate is modified by a small amount, based on the durations reported on the previous day for similar activities. The correction applied is controlled to ensure that there isn’t too much deviation from the previous estimation and the estimated durations don't keep fluctuating on a daily basis; but is significant enough to respond to any trend change within a few days.
    The formula to calculate the new estimate is:
    New estimate = Previous estimate +/- Correction
    where correction is based on previous estimates and the differences between the estimated and reported durations.
  • Personal profile: The company level estimate and the estimated time for the activity for the technician are computed in the form of a ratio. This ratio is calculated based on the company level estimate for the activity. The final estimate at the technician level is the product of the personal profile ratio and the company level estimate. Each technician may have different ratios for different types of activities, based on their performance. Similar to the correction applied to the Company level estimates, the Personal profile ratio is also updated by a small controlled amount every day, based on the durations reported by the particular technician on the previous day for similar activities. When a technician performs an activity for the first time, the default ratio is used. Ratios are also calculated for each bucket for each kind of activity, based on the durations reported by the resources under the bucket. This ratio is used to estimate the duration when the activity is assigned to a bucket and not yet assigned to a technician. This is also the duration that is used for Capacity and Quota calculations, if the activity is assigned at the bucket level.

Overrides

You can override activity durations for each activity duration key value at either the Company level or the Technician level, using REST APIs. The Override is stored in the application, in addition to the learned statistical value for the currently active Activity key. For duration estimations, if an override is specified for the user, the overridden value is used instead of the statistically learned value. However, the statistically learned value continues to be updated based on the new reported durations as currently done.

Some more important points about activity durations:
  • If the personal profile is not available for an activity key value, the default ratio for the technician is used.

  • The default ratio has an initial value that is specified in the Initial Ratio for Activity Duration field. This value is updated each time the technician performs a relatively new activity.

  • You can specify which type of resources use personal profile, using the Personalize the estimation of activity duration field. If you do not select this option, such resource types do not use the personal profile and use only the company wide estimations.

  • You can specify whether a resource affects the company level estimates, using the Use durations reported to enhance company-wide estimations field. If it does, you can also specify the number of days to be skipped to avoid impacting the company estimates while the resource is new and still learning how to perform activities. The duration reported by only those resources that satisfy these two conditions is used to modify the company level estimates.

  • You can set upper and lower limits for activity durations at the resource or bucket level, as a percentage of the company wide estimations. You can use using the Lower/Upper limit for personal ratio for duration calculation fields for this. The estimated Activity duration values always remain within the set limits.

The fields that affect activity duration are:

Field Page Description

Minimum and maximum relevant duration time in minutes

Statistics These specify the acceptable values for reported durations to be considered for estimating Activity Durations. If technicians report durations outside of this range, the application does not consider that value when estimating durations.

Lower/Upper limit for personal ratio for duration calculation

Statistics These specify the range within which the duration estimation for technicians and buckets would lie as a percentage of the company level estimation. If the estimation at the technician or bucket level, as a percentage of the company level estimation, is lesser than the set lower limit, the estimation is set to (Lower limit * company level estimation). Similar modifications are done if the percentage is more than the set upper limit.

Default duration

Add activity type and Modify activity type This is the duration used for estimation, if no other estimation is available including override or historical data for that kind of Activity to estimate duration statistically. This value is also used as the estimated duration, if Calculate activity duration using statistics is cleared, or no duration is specified on Activity creation.

Calculate activity duration using statistics

Add activity type and Modify activity type This parameter specifies whether the duration of the activity must be estimated statistically using historical data. If cleared, the duration specified at the time of creating the activity, or the default duration is used.

Personalize the estimation of activity duration

Add resource type This parameter specifies whether the activity duration estimation must be learnt for each resource separately. If selected, the application estimates personal profile ratios for each resource for each kind of activity separately. If cleared, the application uses the company wide estimations.

Use durations reported to enhance company-wide estimations

Add resource type This parameter specifies whether the durations reported by the resource must be considered while calculating activity or travel estimations.

Don't consider reported data of the first x working days

Add resource type This parameter specifies the number of days only after which the durations reported by a new resource are considered for enhancing statistical estimations. Till such time the durations reported by a new resource are not considered for duration calculation purposes. This field is editable, only if the previous parameter is selected.

Initial ratio for Activity Duration

Resource Info This is the default ratio that is used for the resource, if there isn’t enough historical data for the resource for a particular type of activity. For such activities, the estimated duration of the technician is the value of the Initial ratio * company wide estimation (provided “Personalize the estimation of activity duration” is selected).

Working days left for reported data to start impacting duration estimations

Resource Info This parameter specifies the number of days left before the reported duration of the resource starts affecting the estimated duration. The initial value is based on the value set in Don't consider reported data of the first x working days.

Flowcharts

The following diagrams show how Oracle Field Service determines activity durations. The first flowchart is based on the assumption that the Personalize the estimation of activity duration check box is not selected for the resource type, and therefore the activity duration estimate is not adjusted by the resource’s personal profile or initial ratios.
This flowchart shows how activity duration is calculated when the Personalize the estimation of activity duration check box is not selected.
The second flowchart is based on the assumption that the Personalize the estimation of activity duration check box is selected for the resource type. This means, the activity duration estimate is adjusted by the resource’s personal profile or initial ratio.
This flowchart shows how activity duration is calculated when the Personalize the estimation of activity duration check box is selected.

Configuration examples

Example 1: Application uses the duration that is provided at the time of creating the activity
  • Activity Type dialog box:

    • Default duration = 30

    • Calculate activity duration using statistics = not selected

If the activity created has a duration of 50 minutes, that value (50) is used. If no value is provided at the time of creating the activity, 30 minutes is used.

Example 2: New resource in the application has no historic data. The administrator wants to provide 20% more time than the estimated duration at the company level.

  • Resource Type dialog box: Personalize the estimation of activity duration = selected

  • Resource Info page: Initial Ratio for Activity Duration = 120%

  • Activity Type dialog box: Calculate activity duration using statistics = selected

  • Assume company-wide estimation for the activity to be 45 minutes

Since the resource does not have previous records for this kind of activity the initial (default) ratio is used for calculations. The estimated duration for the resource is: 45 * 120% = 54 minutes

Example 3: Application uses technician’s learned duration with limits. Resource has performed activities of this type in the past and, hence, has a personal activity key ratio.

  • Statistics page:

    • Lower limit for personal ratio to calculate duration = 50%

    • Upper limit for personal ratio to calculate duration = 200%

  • Resource Type dialog box: Personalize the estimation of activity duration = selected

  • Activity Type dialog box: Calculate activity duration using statistics = selected

  • Assume personal profile to be 40% and company-wide estimation for the activity to be 50 minutes.

Since the personal activity key ratio is less than the lower limit of 50%, the application uses the lower limit value of 50% for calculations instead of 40%. The estimated duration for the resource is 50 * 50% = 25 minutes.

Example 4: Application uses company duration without using personal profile

  • Resource Type dialog box: Personalize the estimation of activity duration = not selected

  • Activity Type dialog box: Calculate activity duration using statistics = selected

  • Assume company-wide estimation for the activity to be 45 minutes

Since the personal profile is not configured, the estimated duration for the resource is same as the company wide estimation = 45 minutes.

Example 5: Application uses overridden value at technician level instead of learned statistics
  • Resource Type dialog box: Personalize the estimation of activity duration = not selected

  • Activity Type dialog box: Calculate activity duration using statistics = selected

  • Assume personal profile to be 80% and company-wide estimation for the activity to be 50 minutes

  • Assume that the duration for the resource for the Activity key has been overridden by a value of 30 minutes

The overridden value takes precedence over the learned duration at the resource level. The estimated duration is 30 minutes and not 80% of 50 = 40 minutes.
Example 6: Reported durations outside the acceptable range are not used as input for Activity duration estimation
  • Statistics page: Minimum relevant duration time in minutes = 5 mins

  • Statistics page: Maximum relevant duration time in minutes = 1440 mins

  • Assume that the estimated duration for the activity was 20 minutes and a resource starts and completes the activity in 4 minutes. That is, the resource reports a duration of 4 minutes for a completed activity.

Since the reported duration lies outside the acceptable range of 5 to 1440 minutes, the duration of 4 minutes is not considered to enhance the estimated duration of the activity key and the estimated duration remains unchanged at 20 minutes (assuming there weren’t any other reported activity that could have changed the estimated duration).

Activity Duration Statistics Fields

You can configure multiple activity duration statistics keys, so that you can compare the quality of keys. Data is collected for all the keys, and the quality ratings of the keys are displayed on the Statistics page.

With multiple activity duration statistics fields you can:
  • Configure up to five keys and choose any one of them to be 'Active' at any point of time.

  • View the quality of each key.

  • View all the configured keys in the 'Work Statistics' report and view the report for specific keys as well.

Only the 'Active' key is used for estimating activity duration. Although the application collects data for all the configured keys, the keys that are not 'Active' are not included in the calculation. The advantage of this feature is that before making a new key 'Active', you can compare the performance of the new key with the existing one. This happens without affecting the current calculations.

The quality of the key is displayed as stars next to each key. More number of stars indicates better quality of estimation. Based on the quality of keys, you may choose to 'Activate' any of the currently inactive keys. When you activate an inactive key, the currently active key becomes inactive. If another key has better quality than the currently active key, the 'Activate' button is displayed beside the key. For all other inactive keys, the Activate option is available within the options menu. You cannot delete an active key; you can only delete inactive keys. To delete a key, first make it inactive, and then delete it.

New or modified keys

Whether you add a new key or modify an existing one, the application considers both of these as new keys. When the application gets a new key, the Activity duration estimation algorithm is run on the next day (or the next time the recalculation process is run). This gives the estimated durations of all keys based on the new key. The application then calculates the quality of the new key based on the historical durations and the calculated estimated durations. Further, when an existing key is modified and the recalculation process is yet to run, the message, "Changes have not been applied yet" is displayed. The key that is currently in effect (previously active key) is also displayed until the new key takes effect.

Existing keys

The estimated durations for all key values and the quality of each key (Active and Inactive) is calculated every day. The Activity durations that are actually used in the application are calculated based only on the Active key. Hence, if you change the status of a key from Inactive to Active (or Active to Inactive), the quality of the keys is not affected. Similarly, since the estimated duration is also calculated for inactive keys, the learning that is applied since the key is created, is still in effect when an inactive key is activated. Similar to other keys, changes in an existing key or activation of a new key comes into effect only when the recalculation process runs the next time (typically by the next day). Similarly, the quality of a new or modified key is displayed only from the next day onward.

Calculating the quality of keys

The application calculates the quality of each key based on how accurate the estimation of Activity durations have been or would have been, if the key was used for calculations. These steps are used:
  • The estimated duration is calculated for each type of activity (Activity key value) using the key for which the quality has to be found.

  • Durations reported by technicians, for completed past activities are compared with the estimated duration for that activity using the said key.

  • If the difference between the estimated and reported duration is less, the estimation is considered to be good. If the difference between the estimated and reported duration increases, the quality is considered to deteriorate.

  • The final quality of the key is calculated based on the number of activities that showed good, satisfactory and bad estimations, for that key.

Consider this example:
  • Key 1 = Activity Type (2, case insensitive)
  • Key 2 = Plant Code (2, case insensitive), Problem Code (2, case insensitive)
This table shows the data to demonstrate how the quality of a key is calculated:

Activity ID Activity Duration Key based on Key 1 Activity Duration Key based on Key 2 Estimated Duration based on Key 1 Estimated Duration based on Key 2 Reported Duration Quality of Estimation based on Key 1 Quality of Estimation based on Key 2

1

AA PP11 50 90 52 Good Poor

2

BB PP22 75 70 68 Good Good

3

BB QQ22 75 95 100 Satisfactory Good

4

CC QQ22 100 95 125 Satisfactory Satisfactory

5

AA RR11 50 35 45 Good Satisfactory

6

DD PP11 150 90 135 Good Poor

7

BB RR22 75 45 30 Poor Satisfactory

8

DD PP11 150 90 140 Good Poor

9

AA RR22 50 30 20 Poor Satisfactory

10

CC QQ11 100 140 110 Good Satisfactory

The quality of a key is calculated based on these formula: Quality of Key = (0.06 * % of Good Estimations) + (0.04 * % of Satisfactory Estimations)

Based on this formula:
  • Quality of Key 1 = 4.4
  • Quality of Key 2 = 3.2

Work Statistics report: All the configured keys appear on the Work Statistics report. The user can select any key (Active or Inactive) and the report displays the updated values based on the selected key.

Activity duration stats fields: The formation of the keys (made up of fields) used for the grouping of work duration values to find the averages. You can define up to five activity keys and have one active key at any time. Data is collected for all the keys, and the keys are rated for their quality. Stars indicate the rating and more number of stars indicate better quality. For more information, see the Activity duration statistics fields topic.

Pre-Calculated Travel Statistics

Travel statistics are based on the actual durations reported by field resources. As such, new customers and existing customers expanding into new operating areas will not have actual durations in the application. The application uses pending and completed activities to derive estimated durations using point-to-point estimations. Using this method improves travel durations at the time of optimizing routes and moving activities.

Oracle Field Service performs this process once a day:
  • Get the list of activities and their locations.

  • Estimate the probability of travel in future between each pair of ’Activity travel stats fields' (Travel Keys). The travel probability is calculated for all Travel Key pairs, based on the relative distances between them.

  • Sort Travel Key pairs in descending order, based on distance.
    Note: Travel Keys that have existing learned travel are excluded from the estimation process.
  • Estimate the travel duration using point-to-point estimations for a maximum of 12,000 pairs based on the sorted list.

After performing the process, the application has additional travel duration data. The next time Routing runs, or a user moves an activity, the application uses the pre-calculated travel values. Calculating probability and sorting Travel Key combinations:
  • Activities that have valid coordinates with an accuracy value of either 8, 9, or 0 are considered. Travel coordinates with an accuracy value of ‘0’ are provided by customers.

  • Travel Keys that have at least one activity with valid coordinates are considered for estimation.

To find out the relative distances between pairs of keys, the application calculates the median coordinates for each key. This is done based on the median values of the latitudes and longitudes of all activities that belong to the travel key. The median values of latitude and longitude are calculated separately.

The application also finds the coordinates of the two closest activity locations to the calculated median for each key. The coordinates of these medoids are used when sending pairs of locations between keys.

Algorithm

The general rules of the algorithm are as follows:
  • Travel keys are sorted based on the number of activities corresponding to the key. Pending Activities carry higher weights than completed ones.
  • The algorithm starts from the most popular key in the list that does not have learned duration to at least one other key within 150 kms. After the request is started from that key, the algorithm moves to the next most popular key and repeats the process.
  • If there is no travel data from a key to itself, the application sends two pairs of coordinates within that key as a part of the request.
  • Between the keys, the application prioritizes the travel between nearest keys, based on the distances calculated between the medians.
  • The algorithm ensures that there is always at least two pairs of locations between any two keys. The final travel estimation is the average of the two travels.
  • Keys that are more than 150 kms apart are not considered as a part of the request.

    Example

    Consider a geographical location, where each cell represents a Travel Key. Keys in lighter shades denote keys that do not have travel estimations from that key to itself. The request starts from the most popular key that is not connected to at least one key within 150 kms. The request traverses 13 unique keys and comes back to the original key. Thus, each request contains 24 travels. The final request would be A-G-H-I-J-E-I-K-L-K-J-M-N-O-N-M-J-K-I-E-J-I-H-G-A:
    This image shows a request that has traversed 13 unique keys and returned to the original key.
    The request then moves on to the next most popular key, say V and repeats the same process. On the way if there is a key that is not connected to itself, the application includes two travels within the key. Whenever such a case is encountered, the key is counted twice when counting 13 unique keys. The next request would be V-Q-P-P-P-O-R-T-S-S-S-R-U-U-U-T-U-R-S-T-R-O-P-Q-V:
    This image shows the next request.

    This process continues till 1000 requests are sent on that day or no more non-connected neighbouring pairs are left to be sent. After the entire process completes for enough number of days, the learned travel estimations from every key to every other key within 150 kms of itself will be available.

Capacity Categories

A Capacity Category is a predefined set of work skills and/or work skill groups and time slots visible to a user who is booking the activities for the customers.

Based on the number of minutes available (Capacity = Initial Quota allocation minus used minutes), the user decides if enough time is available within a time slot to realistically promise a specific service window to the customer. This information is sent to the CSR via Capacity API. Capacity Categories are visible only if you are using the Oracle Field Service Capacity Service module.

Note: The Used Minutes value is calculated based on the exact time (in minutes) from start to end of a working day.
You must enable the Capacity Categories visibility profile permission for each user to access the Capacity Categories window:
  • Read-Only: Select this option to display capacity categories in a view only mode.

  • Read/Write: Select this option to let the user manage Capacity Categories in Oracle Field Service.

If the permissions are not configured for a user type, the activity types will not be visible to the users. Oracle Field Service maps the work skills to assign incoming activities to the resources. In general, many companies define quota for a work skill group rather than for an individual work skill. For example, separate skills are required for installation, un-installing and maintenance of modems, but from a scheduling perspective, quota is defined for all the modem-related works group.

A capacity category can also consist of a single work skill and the minimum required level of the skill level. For example, a category can be created for all the customer-oriented work and a separate group for VIP customers or for highly difficult tasks. The two categories would contain the same work skills but the minimal qualification level in the VIP group is higher. Because of the categories and the multi-skill functionality, the same activity can match several rows in the Quota table and can be added to the Used capacity several times. The duration of this activity will be taken into account for all the capacity categories it matches.

Create a Capacity Category

Create a capacity category to configure work skills, work skill groups, and time slots.

  1. Click Configuration > Capacity Categories.

    The Capacity categories page appears.

  2. Click Add New.

    The Add Capacity Category dialog box appears.

  3. Enter the appropriate information in the following fields:

    The following table describes the fields available on the Add Capacity Category dialog box.

    Option Description
    Name Enter the name of the capacity category. The name is displayed in the list and in the quota matrix. If the application is configured for multiple languages, input boxes will appear for each language.
    Label Specify a label. It is used in the context of APIs and it must conform to a standard naming convention.
    Active Select the Active check box to mark this capacity category as active. Only active capacity categories are used in the quota matrix.
  4. Click Save.

    Once you create the capacity category, you must add work skills, work skill groups and time slots to the category.

Edit a Capacity Category

Edit an existing capacity category to change the status, name, label, work skills, or time slots.

  1. Click Configuration > Capacity Categories.

    The Capacity categories page appears.

  2. Select the check box next to the capacity category that you want to change.

  3. Click the pencil icon in the Name column.

    The Edit Capacity Category dialog box appears.

  4. Change the Name, Label, or Active field. Similarly, click the pencil icon in the Work Skills or Time slots columns and change the required values.

  5. Click Save.

Delete a Capacity Category

Delete a capacity category when you no longer need it.

  1. Click Configuration > Capacity Categories.

    The Capacity categories page appears.

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

  3. Click Delete.

  4. Click OK.

    The selected capacity categories are deleted.

Add or Edit Work Skills Within a Capacity Category

A Capacity Category can contain one or more work skills and each work skill must meet a minimum required level.

  1. Click Configuration.

  2. In the General section, click Capacity Categories.

    The Capacity Categories page appears.
  3. Click the pencil icon in the Work Skills column for the Capacity Category that you want to add or edit.

    The Edit Work Skill dialog box appears.
  4. Select a work skill and add the minimum level of the skill required in the corresponding text box.

    The default value is 1. When the minimum level of a work skill is defined, an activity matches a Capacity Category, only if a required skill level for the activity skill is equal to or more than the level of the Capacity Category.
    Note: If a capacity category contains a group of work skills, the activity matches the category, if it requires at least one of work skills from the group.
Recalculate activities after any edits or updates have been made to apply changes to pending and future activities in the system.

Add or Edit Time Slots Within a Capacity Category

A time slot indicates that the work mentioned in the Capacity Category must be performed in the defined time of the day. Capacity Categories can contain one or more time slot associations.

  1. Click Configuration.

  2. In the Resources, Activities, Inventories section, click Capacity Categories.

    The Capacity Categories page appears.
  3. Click the pencil icon in the Time Slots column for the Capacity Category you want to add or edit.

    The Edit Time Slots dialog box appears.
  4. Select a time slot.

  5. Click Save.

Inventory Types

Inventory Type helps you distinguish between serialized and non-serialized inventory.

Access to the Inventory Type window is controlled by the Inventory Types visibility profile permission. You must set this permission for each user type that you want to manage Inventory Types. If the action is not configured for the user type or if no visibility is defined, Inventory Types will not be visible to the user. If you select ReadOnly, Inventory Types is placed into a view only mode. If you select Read/Write for this setting, the user can manage Inventory Types.

Add an Inventory Type

You can create serialized inventory and non-serialized inventory types.

  1. Click Configuration.

  2. In the Resources, Activities and Inventories section, click Inventory Types.

  3. Click Add new.

    The Add inventory type dialog box appears.
  4. Complete these fields:

    Field Description
    Label Enter a unique identifier for this inventory type.
    Active Select this check box to make the inventory type available in drop-down lists.
    Non Serialized Select this check box if the inventory type is non-serialized.
    Decimal quantity Select this check box if you want users to add decimal quantity of the inventory. For example, 1.5 liters. This check box is displayed only if you select the Non-serialized check box.
    Quantity precision Enter the number of digits you want to display after the decimal. This check box is displayed only if you select the Decimal quantity check box.
    Supports required inventory Select this check 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 list.
    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.
  5. Click Save.

Activate or Deactivate an Inventory Type

Inventory Type helps you distinguish between serialized and non-serialized inventory. You can deactivate an Inventory Type when you don’t use it any more.

  1. Click Configuration.

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

  3. Select the check box next to inventory type(s) that you want to activate or deactivate.

  4. Click Activate or Deactivate.

  5. Click OK.

Properties

Each entity (for example, activity, resource, inventory, and users) contains a set of associated attributes. For example, resource records may contain attributes such as name and contact information as well as physical attributes such as gender or a photograph. These attributes within Oracle Field Service are combinations of fields or custom properties.

Properties with the Type “Field” are the native system properties that are available for the specified entities. For example, Name (property label, cname) is associated with an Activity, and Serial Number (property label, invsn) is associated with Inventory. Field type of properties can be mapped with similar client properties.
Note:
  • Multiple fields or properties with the same name can exist. For example, Name can refer to a customer’s name (property label, cname) or a resource’s name (property label, pname). In this example, each Name property is assigned to a different entity and has a different property label.
  • When custom property values exceed 255 bytes, the entire value is shown in the activity details, API responses, and Outbound Messages. However, only the first 255 bytes are used for search, visibility conditions, activity inventory list columns and their sorting, travel, activity duration, visit, and Work Zone Keys. If you create a condition with long values, only the first 255 bytes are used with historic data; all the long values that are added after you create the new condition will use the full set of data.
Custom properties are attributes of entities that are unique to each client. You can create them through the user interface, import them, or create through an API. Once added, these properties are available for use in page configurations, filters, and numerous configuration areas (for example, search fields, duration field, and so on). You can create these types of properties:
  • String: These are custom properties that require alphanumeric entries. These can include free text boxes, URLs, phone numbers, or email addresses.

  • Integer: These are custom properties that require numeric entries. This option can also be used for check boxes.

  • Enumeration: These are custom properties that require selections from fixed lists. Option buttons and combo (drop-down lists) boxes are common examples of this property type.

  • File: These are custom properties that require some type of file upload. These could include MIME types such as .gif, .jpg, .pdf, .mpeg, .zip, html, .wav, or .doc. Examples of File properties could be customer signatures or even technician photos.

Create a String Property

The string property includes free text boxes, URLs, phone numbers, and email addresses. Assume that resources must enter remarks for an activity after the activity is closed. The Activity Details form must contain a text box, so the resource can enter the remarks. The text box that you add here, is a string property.

  1. Click Configuration.

  2. Click Properties in the Resources, Activities, Inventories section.

  3. Click Add New.

  4. Select String from theProperty Type drop-down list.

  5. Complete these fields:

    • Property name(mandatory): Enter a name that you want to display to the end user in English and in all the languages that are active in the application.

    • Property label(mandatory): Enter a Unique database identifier for the Oracle Field Service API.

    • Property hint(optional): Enter a hint that you want to display when a user hovers over the field name. For example, Enter comments if any. Enter the text in English and in all the languages that are active in the application.

    • Regular expression: Enter an expression to validate the values or format the values in a certain way.

    • Entity(mandatory): Select Activity since the property is associated with the Activity Details form.

    • Lines Count(mandatory): Enter the number of lines that you want the property to display in the Activity Details form. For example, enter 3 to display a maximum of three lines.

    • GUI (optional): Select one of these options to define how the property displays to users:

      • Text Element: Displays as a free text field. For our example, select this option.

      • URL: Displays as a clickable URL.

      • Phone: Displays as a clickable phone number.

      • Email: Displays as a clickable email address.

      • Geolocation Element: Displays a button to show the location on a map.

    • Regular expression (optional): Enter an expression to validate input or to force the data to display in a certain way.

      For example, if you want to display $23,540, then use this regular expression: /^/$?([1-9]{1}[0-9]{0,2}(/,[0-9]{3})*(/.[0-9]{0,2})?|[1-9]{1}[0-9]{0,}(/.[0-9]{0,2})?|0(/.[0-9]{0,2})?|(/.[0-9]{1,2})?)$/

      Other examples:
      • Ethernet ARP address: /^([0-9a-fA-F]{2}:){5}[0-9a-fA-F]{2}$/

      • Phone number: (555)5555555: /[/(/)\d/-]{10}/

      • 16-bit integer: (0-65535): /(^\d{0,4}$)|(^6553[0-5]$)|(^655[0-2][0-9]$)|(^65[0-4]\d{2}$)|(^6[0-4]\d{3}$)|(^[0-5]\d{4}$)/

      • 1 digit: (0-9): /^\d{1}$/

      • 2 digits: (01-99): /^\d{2}$/

      • Integer: (0-99): /^\d{1,2}$/

      • Integer: (0-999): /^\d{1,3}$/

      • Any 6 symbols(you can change 6 to any number): /^.{6}$/u

      • Currency (USD with 2 decimal places): /^/$?([1-9]{1}[0-9]{0,2}(/,[0-9]{3})*(/.[0-9]{0,2})?|[1-9]{1}[0-9]{0,}(/.[0-9]{0,2})?|0(/.[0-9]{0,2})?|(/.[0-9]{1,2})?)$/

      • Date formatted as DD-MM-YYYY: /^((0[1-9])|([1-2][0-9])|30|31)-((0[1-9])|1[0-2])-2[0-9]{3}$/

    • Clone property on Reopen/Prework (optional): Enables you to duplicate the property while reopening the activity or applying prework for a new activity.

    • Formatting (optional): If selected, displays these options:

      • Regular expression

      • XSL transformation (converts an XML file into a table format viewable in HTML that is read-only).
        Note: Formatted properties are not available for presentation on the Inventory Grid context layout structure.

      Assume that you want to display this data from a client system within Oracle Field Service:

      Group Price
      One Time Charges and Credits $ 100.00
      Programming Change $ 5.00
      Programming Change $ 5.00
      Programming Change $ 5.00
      Programming Change $ 5.00
      UNKNOWN $ 0.00
      Monthly Charges $ 129.98
      America’s Top 250 $ 69.99
      HD/SD (2TV) Receiver $ 14.00
      HD/SD (2TV) Receiver $ 14.00
      DVR Service $ 6.00
      Protection Plan $ 6.00
      Israeli: The Israeli Network $ 19.99
      Monthly Credits $ -10.00
      Cr: Agent $ 10x24 Mo $ -10.00
      Monthly Charges and Credits $ 119.98

    Use this regular expression for the above data: /(/s+)?(.+/w)/s+(/$)/s+(.*)/n?/im = [item group="$1"] [name]$2[/name][price]$4[/price][currency]$3[/currency][/item]

    This XML file converts the data given earlier into a table format:

    [xsl:stylesheet version="1.0" xmlns:xsl="http://www.w3.org/1999/XSL/Transform"]
    [xsl:template match="/"]
    	
    	[style]
    		.property_table
    		{
    			font-size:12px;
    			font-family: Arial;
    			border-collapse: collapse;
    		}
    		.property_table .property_name
    		{
    			padding-left:15px;
    		}
    		.property_table td
    		{
    			border: 1px solid grey;
    			padding: 4px;
    		}
    		.property_table .property_price
    		{
    			text-aligh:right;
    		}
    		.property_group
    		{
    			background-color:#ccc;
    			font-weight: bold;
    		}
    		.property_group .property_name
    		{
    			padding-left:5px;
    			font-weight: bold;
    		}
    	[/style]
    	[table class="property_table"]
    		[xsl:for-each select="root/item"]
    			[xsl:choose]
    				[xsl:when test="@group=' '"]
    					[tr class="property_group"]
    						[td class="property_name"] [xsl:value-of select="name"/] [/td]
    						[td class="property_price"]
    							[span] [xsl:value-of select="currency"/] [/span]
    							[xsl:value-of select="price"/]
    						[/td]
    					[/tr]
    				[/xsl:when]
    				[xsl:otherwise]	
    					[tr] 
    						[td class="property_name"] [xsl:value-of select="name"/] [/td]
    						[td class="property_price"]
    							[span] [xsl:value-of select="currency"/] [/span]
    							[xsl:value-of select="price"/]
    						[/td]
    					[/tr]
    				[/xsl:otherwise]	
    			[/xsl:choose]
    		[/xsl:for-each]
    	[/table]
    [/xsl:template]
    [/xsl:stylesheet]

    Using XSL transformation, the above XML file is displayed in HTML as shown in this screenshot:

    This screenshot shows the sample data displayed in HTML.
  6. Click Add.

    A system generated ID is assigned to the property. You can perform these actions:
    • Click Export to export the properties to an XML file.

    • Click Import, Browse, and select the XML file that you want to import.

Add a String Property to the Screen Configuration

After you create a property, you can assign it to a specific user type and determine where the property type displays on the page.

You can define these visibility settings for the property type:
  • Read only, read/write, or mandatory options.

  • Conditions under which the property type displays.

    Note: Not all conditions are available for every page context.

Let’s assign the CSR Notes string property to the Administrator User Type, and add it to the Activity Details page. Also, let us set the property type to Read-Only when the activity status is Completed and change the property type to Read Write when the activity status is Pending. To add a string property:

  1. Click Configuration, User Types in the Users and Security section.

    The existing users display in the left pane.
  2. Select Administrator from the left pane.

  3. Select the Screen Configuration tab.

  4. Expand Manage and click Add activity/Activity details.

  5. Select a property from the Layout Structure pane and click Add property.

  6. Select the property, CSR Notes and click OK.

    The CSR Notes property displays in the Layout Structure pane.
  7. Click Add New Visibility and select Read-Only.

  8. Click Add New Condition.

  9. Select Activity Status and in (equal) from the drop-down lists.

  10. Click the Plus icon, select Completed, and clickSave.

  11. Click Add New Visibility and selectRead-Write.

  12. Click Add New Condition.

  13. Select Activity Status and in (equal) from the drop-down lists.

  14. Click the Plus icon, select Pending, and click Save.

You can view both the conditions in the Conditions column.

Create an Enumeration Property

Option buttons and drop-down lists are examples of the enumeration property. This means, you can have a set of valid values and you can select only one value from the set. For example, you have four types of customers, Standard, Gold, Silver, and Bronze and you want to indicate the customer type on each activity record.

This example creates an enumeration property, Customer level with four values, Standard, Gold, Silver, and Bronze, and displays the property as a drop-down list in the user interface.
  1. Click Properties in the Resources, Activities, Inventories section.

  2. Click Add New.

  3. Select Enumeration from the Property Type drop-down list.

  4. Enter Customer level in the Property Name field. Enter the name in English and in all the languages that are active in the application.

  5. Enter Cust_level in the Property label field.

  6. Select Activity from the Entity drop-down list.

  7. Select Combobox from the GUI drop-down list.

  8. Specify the value, Standard in the Enumeration Values field and click Add.

    Note: The values display in alpha-numeric order. The system automatically applies an index value to each specified value, and the index value is case sensitive. The APIs reference the index value. For example, if you want to use a readable value for the value, customer not home, you can use the code CNH instead of the default index value, 1 and map the code to the client system. You cannot edit the index value, after it is added.
  9. Repeat step 6 for each value, that is, Gold, Silver, and Bronze.

    The specified values display in the Values field.

  10. Select a value from the Values field.

  11. Clear the Active check box.

  12. Click Edit to make a value inactive and does not display in the user interface.

  13. Click Add.

Create a File Property

The File property type supports transferring of files such as documents, photos, or signatures. This means, you can upload MIME types such as .gif, .jpg, .pdf, .mpeg, .zip, html, .wav, or .doc files for activities.

  1. Click Configuration > Properties.

  2. Click Add New.

  3. Select File from the Property Type drop-down list.

  4. Enter a name for the property in the Property Name field. Enter the name in English and in all the languages that are active in the application.

    This is the name that is displayed on the context layout structure and any page to which the property is added.
  5. Enter a label for the property in the Property label field.

  6. Enter a hint that you want to display when a user hovers over the field name in the Property hint field. Enter the hint in English and in all the languages that are active in the application.

  7. Select the entity to which the property belongs, in the Entity field.

  8. Select one of these options for the GUI field:

    Option Description
    File element Select this option to upload a file. When uploaded, the file displays as a text link in the user interface. These fields are displayed:
    • File size limit: Select the maximum file size you want to allow for File elements in Oracle Field Service Mobile for Android and iOS and Oracle Field Service Core Application. This field is displayed only for the File element option. The default and the maximum size allowed is 5 MB. This limitation does not apply to the APIs.

    • Allowed MIME types delimiter: Select whether you want to display separate allowed MIME types with commas, or you want to display each allowed MIME type on a new line.

    • Allowed MIME Types: Click the required types of files you want to allow for upload.

    Signature element Select this option to capture the resource’s signature.
    Image element Select this option to enable the user’s device to capture and upload the user’s photo, and to display the image as a thumbnail. These fields are displayed:
    • Allow draw on image: Select this check box to let the user draw on the captured image using a stylus.

    • Get geolocation: Select this option to save the location information on a map with the captured image.

    • Maximum picture width (in pixels): Enter the maximum width the captured image can have. The recommended width is 1000 pixels.

    • Maximum picture height (in pixels): Enter the maximum height the captured image can have. The recommended height is 1000 pixels. Maximum resolution limits should be exceed 5000x5000 pixels. The Minimal value is 10 pixels.

  9. Select whether you want to copy the property data when an activity is reopened or has a pre-work activity in the Clone property data on Reopen or Prework field.

  10. Click Add.

    The new property type is added. Add this property to the context layout of the page for the user profile for which you want to display.

Supported MIME Types

The full list of supported MIME-types and the matching file extensions is provided here.

MIME Type Supported File Extensions
animation/narrative 'nml'
application/mspowerpoint 'pot', 'pps', 'ppt', 'ppz'
application/msword 'doc', 'dot'
application/oda 'oda'
application/onenote 'one', 'onetoc2', 'onetmp', 'onepkg'
application/pdf 'pdf'
application/rtf 'rtf'
application/vnd.ms-excel 'xls', 'xlt', 'xla'
application/vnd.ms-excel.addin.macroEnabled.12 'xlam'
application/vnd.ms-excel.sheet.binary.macroEnabled.12 'xlsb'
application/vnd.ms-excel.sheet.macroEnabled.12 'xlsm'
application/vnd.ms-excel.template.macroEnabled.12 'xltm'
application/vnd.ms-officetheme 'thmx'
application/vnd.ms-powerpoint.addin.macroEnabled.12 'ppam'
application/vnd.ms-powerpoint.presentation.macroEnabled.12 'pptm'
application/vnd.ms-powerpoint.slide.macroEnabled.12 'sldm'
application/vnd.ms-powerpoint.slideshow.macroEnabled.12 'ppsm'
application/vnd.ms-powerpoint.template.macroEnabled.12 'potm'
application/vnd.ms-word.document.macroEnabled.12 'docm'
application/vnd.ms-word.template.macroEnabled.12 'dotm'
application/vnd.openxmlformats-officedocument.presentationml.presentation 'pptx'
application/vnd.openxmlformats-officedocument.presentationml.slide ' 'sldx'
application/vnd.openxmlformats-officedocument.presentationml.slideshow 'ppsx'
application/vnd.openxmlformats-officedocument.presentationml.template 'potx'
application/vnd.openxmlformats-officedocument.spreadsheetml.sheet 'xlsx'
application/vnd.openxmlformats-officedocument.spreadsheetml.template 'xltx'
application/vnd.openxmlformats-officedocument.wordprocessingml.document 'docx'
application/vnd.openxmlformats-officedocument.wordprocessingml.template 'dotx’
application/x-excel 'xls'
application/x-gtar 'gtar'
application/x-gzip 'gz'
application/x-pointplus 'css'
application/x-shockwave-flash 'swf'
application/x-sprite 'spr', 'sprite'
application/x-tar 'tar', 'tgz'
application/zip 'zip'
audio/mpeg 'mp2', 'mp3', 'mpga'
audio/x-wav 'wav'
chemical/x-pdb 'pdb'
image/gif 'gif'
image/jpeg 'jpe', 'jpeg', 'jpg'
image/png 'png'
image/tiff 'tif', 'tiff'
image/x-ico 'ico'
text/html 'htm', 'html'
text/plain 'txt'
text/richtext 'rtx'
text/tab-separated-values 'tsv'
text/x-speech 'talk'
text/x-vcard 'vcf'
video/mp4 'mp4'
video/mpeg 'mpe', 'mpeg', 'mpg'
video/quicktime 'mov', 'qt'
video/x-msvideo 'avi'

Create an Integer Property

Check boxes and text fields are examples of the integer property. Use the integer property to enter numerical values such as port number, or to select your decision such as whether an additional inventory has been approved by the dispatcher [Yes/No].

This example creates an integer property, Customer confirmed, and displays the property as a check box in the user interface.
  1. Navigate to the Configuration page.

  2. Click Properties in the Resources, Activities, Inventories section.

  3. Click Add New.

  4. Select Integer from the Property Type drop-down list.

  5. Enter Customer confirmed in the Property Name field. Enter the name in English and in all the languages that are active in the application.

  6. Enter Cust_decision in the Property label field.

  7. Select Activity from the Entity drop-down list.

  8. Select Checkbox element for GUI.

  9. Enter an expression in the Regular expression field to validate input or to force the data to display in a certain way.

  10. Select whether you want to duplicate the property while reopening the activity or applying pre-work for a new activity.

  11. Click Add.

    The newly added property appears on the Properties page.

Resource Types

A resource type helps you identify these differences:

  • Account for cost differences between full time employees and contractors.

  • Identify the resources that you want to track using geolocation.

  • Manage quota and capacity for resources.

  • Distinguish between team holder and team member.

  • Share a resource’s inventory and work skills in a team.

You can create different resource types to differentiate the hierarchy of the Resource Tree. While creating a resource type, each resource type is assigned to a role. The roles (Field Resource, Vehicle, Tool, Bucket, and Organization Unit) enable you to differentiate the hierarchy of the Resource Tree. Each role is represented with the icons, Blue, Yellow, or Grey.

By default, the Load Threshold section displays (unless the Organization Unit role is selected) on the Add Resource Type dialog box and has the following options to determine how the icons display on the resource tree based on the resource’s load (full, normal, or empty load):
  • Number of Activities: Defined amount of activities, over which a resource is considered to have full load and below which is considered an empty load.

  • Hours: Defined amount of hours including travel, over which a resource is considered to have full load and below which is considered an empty load.

  • Time Percent: Defined % of a resource’s work schedule for the day that includes activities and travels among them that is considered to be full, normal or empty. Travel time to and from work for the day is not included in these calculations.

Note: Specify the number of activities, hours, percentages in the Full Load or Empty fields. The display of icons on the resource tree depends on the specified values. For example, if 10 activities represent Full load, then the Blue icon displays.

Add a Resource Type for the Field Resource Role

A Field Resource is a resource that performs work, has work skills and work zones associated, and has a related user (actual person performing work or group of people). A Field Resource requires a user, can work, is shown with a Tech icon, and does not include the Organization unit option.

Assume that you want to assign activities to a technician. You have to first create the resource type, Technician and then select Field Resource from the Role drop-down list.
Note: Some features are available only during the initial configuration. This will vary based on the options selected during the configuration. Features that are not available for editing after the initial configuration will be greyed out.
To add a resource type for the Field Resource role:
  1. Click Company Name > Configuration.

  2. Click Resource Types in the Resources, Activities, Inventories section.

  3. Click Add resource type.

  4. Complete these fields:

    Field Description
    Name (mandatory) Enter a name for the resource type. All supported languages are listed.
    Label (mandatory) A unique identifier for the resource type that is mapped to the REST API.
    Active By default, the Active check box is selected and the resource type is activated.
    Statistic Parameters section
    Personalize the estimation of activity duration check box When selected, the resource’s personal profile is used for duration calculations. Else, uses only company estimates. For more information, see How Activity Duration Is Calculated
    Use durations reported to enhance company-wide estimations check box When selected, company-wide estimations are modified based on the data reported by the resource. If not selected, the company-wide estimations are not changed. This applies to both activity durations and travel estimations. don't select this check box, if you don't want the durations reported by the resource to affect company level estimations.
    Do not consider reported data for the first ____ working days, for statistic estimations Data reported by the resource does not affect the company-wide estimations for the initial number of days specified in this field. The date is considered from the time the user accesses the system. Default value is 5 days. For example, if you enter 15 days, then the data reported by the resource for activity and travel durations are ignored for the first 15 days and will not be considered while calculating the company-wide estimates. This field is enabled only if the Use data reported to enhance company-wide estimations field is selected.
  5. Select Field Resource from the Role drop-down list.

  6. Select the required features from this list:

    • Resource can participate in a team: Select the Resource can participate in a team check box to determine whether the resource type is an assistant for teamwork activities. If deselected, then you cannot add the resource type, technician as an assistant to a team.

    • Resource can be a teamholder: Select the Resource can be a teamholder check box to determine whether the resource type is a primary team holder of an activity.
      Note: An activity that requires a team is always assigned to the team holder whereas the assisting teamwork activities are assigned to the assistants for the duration of the teamwork.
    • Share inventory in teamwork: Determines whether the resource type shares inventory with other team members after an activity is started. For example, if the team holder’s inventory has 5 items and the assistant’s inventory has 3 items, then when the activity is started, there are 8 items available for use at the job site.

    • Share geolocation in teamwork: Select the check box to define whether a resource (team holder or assistant) shares the geolocation in a teamwork assignment. Although, the application uses the GPS device of each resource to predict the location of the resource, these situations can occur:
      • Application is unable to obtain coordinates since the device of a resource has stopped to work.

      • Application is unable to find the location of the resource due to some reasons.

      In the above situations, the application uses an algorithm to predict the location of the resource using the coordinates of other resources in the team. Therefore, you can view the location of each team resource in the map view.

    • Share work skills in teamwork (team-member only): Enables the resource to share work skills with the team holder. Sharing is defined on the work skill level according to the "Sharing of the skill in the team" parameter configured in the Add work skill dialog box.

    • Used for Quota management: Enables you to consider the working time of each resource into the overall workflow capacity calculation of the bucket.

      For example, assume that each resource (Technician 1, Technician 2, and Technician 3 configured as a Field Resource) has a capacity of 480 minutes per day and the Use as Capacity Area check box is selected for each resource. Therefore, the Max Available field in the bucket has the overall workflow capacity of 1440 minutes. Now, if a new resource type, Technician 4 is added and if the Use as Capacity Area check box is selected, then the overall workflow capacity of the bucket changes to 1920 minutes.

    • Routing can assign activities: Select the check box if you want routing to assign activities to a resource.

      If selected, these options enable you to specify the cost of the resource’s time that helps you to differentiate between resources (for example, Full time resources versus Contractors):

      • Working hours cost: Actual working hours of the resource during the day based on activity durations. Select an option (Low, Normal, High, Highest). The routing algorithm factors working time cost differences between resource types for assignments.

      • Overtime cost: Overtime refers to the minutes worked beyond the end of the resource’s working hours for the day. Specify cost increases either as X minutes after the end of the shift or the time beyond the X minutes threshold.

      • Travel Time cost: Refers to the estimated time and the cost required for travelling between activities.

    • Working time : Define the travel allowance for resources using these options:
      • Start travel: Enables routing to consider travel time from the beginning of the resource’s working time for the day and to the resource’s first activity. The application estimates the actual travel time to the location of the first activity, when a resource’s Start location is defined. Note that when a route includes activities that require travel and activities that don't need travel, the travel between activities is split into two (or more) pieces by inserting non-travel activities in between. If there is any idle time before an activity, it is considered as travel time for the next activity. Select one of these options:
        • Travel time to the first activity is not included from the Working Time Start – when selected, travel time to the first activity will be calculated before the Working Time Start value. If an activity has a Service Window of 8:00 am-10:00 am, the activity will have an ETA of 8:00 am and the resource will have to leave their start location to arrive by 8:00 am.

        • Travel time to the first activity is included from the Working Time Start – when selected, travel time will be calculated to the first activity. If a resource has 30 minutes of travel and the activity has a service window of 8:00 am-10:00 am the activity’s ETA will be 08:30 am.

        • Resource is allotted up to <number> minutes of travel time prior to the Working Time Start – when selected, a portion of the travel time can occur prior to the start of the shift. If the value is set to 30 minutes and the resource need 45 minutes of travel the first 30 minutes will occur prior to the start of the shift and the ETA activity’s ETA will be 08:15 am.

      • Final travel: Enables routing to consider travel time to a known end location. Select one of these options:
        • Travel time from the last activity to the Resources End Location is not included from the Working Time End – when selected, travel time to the final location will be calculated after the Working Time End value. If a resource’s shift ends at 6:00 pm with no overtime allowed, routing can assign activities that can end at 6:00 pm.

        • Travel time from the last activity to the Resources End Location is included from the Working Time End – when selected, travel time to the final location will be calculated. If a resource’s shift ends at 6:00 pm with no overtime allowed, routing cannot assign activities that can end at 6:00 pm.

        • Resource is allotted up to <number> minutes of travel time after the Working Time End – when selected, a portion of the travel time will occur after the shift ends. Suppose that the resource’s shift ends at 6:00 pm with no overtime allowed. When the value is set to 30 minutes and the resource needs 45 minutes of travel to the end location, the latest an activity can end would be 5:45pm.

    • Enable 'Not activated in time' alert and trigger: Represents an alert that the resource’s route is not activated. For example, consider the resources, Technician 1 and Technician 2 configured as field resources. If the Enable 'Not activated in time' alert and trigger check box is selected for the resource, Technician 1 and not selected for Technician 2, then the notification messages are created only for Technician 1.

  7. Click Add.

    Note: These features are available when a role, Vehicle or Tool is assigned to a resource type:
    • Share inventory in teamwork

    • Share geolocation in teamwork

    • Share work skills in teamwork (team-member only)

    • Working time includes travel to first activity

    • Working time includes travel from last activity

    • Enable 'Not activated in time' alert and trigger

The resource type, technician displays on the Resource Types page. If you click Modify and change a feature setting of a resource type, the application automatically applies the changes to the resource type.

Example of a Travel Allowance Calculation

Roger’s assigned Resource Type has these Work Time configurations:
  • Travel time to the first activity is included from the Working Time Start

  • Travel time from the last activity to the Resources End Location is included from the Working Time End

Jane and John’s assigned Resource Type has these Working Time configurations:
  • Resource is allotted up to 30 minutes of travel time prior to the Working Time Start

  • Resource is allotted up to 30 minutes of travel time after the Working Time End

Consider Roger, Jane, and John, who have their work shift from 9:00 am to 6:00 pm and these distances from work place:
  • Roger lives 30 minutes from his first and last job. So, for both jobs, 30 minutes of travel is included part of his workday.

  • Jane lives 45 minutes away from the first and last job. So, for both of her jobs only 15 minutes of the travel should be counted as part of her workday and the additional 30 minutes is beyond her workday.

  • John lives 20 minutes away from his first and last job. So, no travel is part of his workday and the 20 minutes travel for the last job is done beyond his workday.

Using this example, if a new activity is created that is estimated to finish by 5:45 pm and overtime is no allowed, routing will not assign this activity to Roger. If it was assigned, Roger would incur overtime, because his shift ends at 6:00 pm. The routing engine would look for a more suitable resource.

Add a Resource Type for the Bucket Role

A bucket accumulates the work that has not yet been distributed to field resources. A bucket does not require a user, cannot process work or activities, is shown with a Double Tech icon, includes the group option, and can have activities assigned.

Note: Some features are available only during the initial configuration. This will vary based on the options selected during the configuration. Features that are not available for editing after the initial configuration will be greyed out.
  1. Click Configuration.

  2. Click Resource Types in the Resources, Activities, Inventories section.

  3. Click Add resource type.

  4. Select Bucket from the Role drop-down list.

  5. Complete these fields:

    • Name (Mandatory): Enter a name for the resource type. All supported languages are listed.

    • Label (Mandatory): A unique identifier for the resource type that is mapped to the REST API.

    • Active: Select the Active check box to activate the resource type.

  6. Select the Use as Capacity Area check box.

    This option is available only if you have purchased Capacity Cloud Service. For more details about Quota Management in Bucket, see the Oracle Field Service Using Capacity Cloud Service Guide guide.
  7. Select the Routing can assign activities check box if you want routing to assign activities to the bucket.

  8. Click Add.

    The Bucket resource type displays on the Resource Types page.

Add a Resource Type for the Organization Unit Role

An organization unit aggregates field resources, vehicles, and tools in a hierarchical structure to simplify management and reporting. An organization unit does not require a user, cannot process work or activities, is shown with a Double Tech icon, includes the group option, and can have activities assigned.

Note: Some features are available only during the initial configuration. This will vary based on the options selected during the configuration. Features that are not available for editing after the initial configuration will be greyed out.
  1. Click Company Name > Configuration.

  2. Click Resource Types in the Resources, Activities, Inventories section.

  3. Click Add resource type.

  4. Select Organization unit from the Role drop-down list.

  5. Complete these fields:

    • Name (Mandatory): Enter a name for the resource type. All supported languages are listed.

    • Label (Mandatory): A unique identifier for the resource type that is mapped to the REST API.

    • Active: Select the Active check box to activate the resource type.

  6. Select the Use as Capacity Area check box to aggregate the capacity across buckets.

    For example, assume that the maximum available capacity for Bucket 1 is 1920 minutes and the Use as Capacity Area check box is selected. Bucket 2 has a maximum available capacity of 2400 minutes and the Use as Capacity Area check box is not selected. Now, if you select the Use as Capacity Area check box for Bucket 2, then the Group resource type aggregates the capacity across Bucket 1 and Bucket 2 and changes the maximum available capacity of the Group to 4320 minutes.
  7. Click Add.

The Organization Unit resource type displays on the Resource Types page.

Add a Resource Type for Contingent Worker

Contingent (or Infrequent) Workforce is one where the workers don't work directly for the company. They are contractors that may not have dedicated or assigned routes everyday. They will be assigned work infrequently on an ad-hoc basis.

Note: You must have selected the Contingent Worker service and it must be available as part of your Oracle Field Service subscription.
  1. Click Configuration.

  2. Click Resource Types in the Resources, Activities, Inventories section.

  3. Click Add resource type.

  4. Complete these fields:

    Field Description
    Name (mandatory) Enter a name for the resource type. All supported languages are listed.
    Label (mandatory) A unique identifier for the resource type that is mapped to the REST API.
    Active By default, the Active check box is selected and the resource type is activated.
  5. Select Field Resource from the Role drop-down list.

  6. Select the Resource is a contingent worker check box.

    The remaining check boxes are grayed out. These rules apply to contingent worker resources:
    • When the Resource is a contingent worker check box is selected, the Role cannot be anything other than "Field Resource".

    • This resource cannot participate in teamwork.

    • This resource cannot access resources other than themselves.

    • This resource cannot access the video chat service if provisioned.

    • Quota does not consider contingent workers while calculating the available capacity.

    • Bulk, urgent, and immediate routing don't assign activities to this resource.

    • The alert regarding route activation does not display for this resource.

    • Travel and activity duration from these resources are not included in the company-wide statistics.

    Note: The Resource is a contingent worker check box is grayed out on the Edit resource type dialog box. This means, after you create a contingent worker resource type, you cannot change it back to a normal resource. Further, a contingent worker resource can only be a field resource and this resource must have only one corresponding contingent worker user. Contingent workers are automatically removed from the application, if they have not activated a route in 12 continuous months.

Activity Booking

When a technician performs an activity at the customer's premises, the customer may enquire about the possibility to perform another job for them on a different day. The technician must be able to collect the information about the new job, create an activity, and schedule it right away. To book an activity, the technician must also have the ability to check the available capacity for that specific date and time. This situation is handled by the Activity Booking option. You must configure the activity booking context properly to get the most accurate and precise capacity calculation. The Book new activity option is configured in the Application screens section of the Screen Configuration page.

Note: The activity booking functionality, Quota management page, and the Capacity Area configuration functionality are available only with the "Oracle Field Service Enterprise Cloud Service" subscription.
Technicians can book activities in three ways:
  • Direct assignment booking
  • Quota based booking:
    • Time slot based
    • Booking interval based (or availability based)

Direct Assignment Booking

Activity booking uses the activity information and finds all the Capacity Areas that match the activity requirements. If a Capacity Area is configured for booking using direct assignment, the activity is created (or reassigned) in a technician’s route, provided the technician meets the activity requirements and has enough time to complete it. When there are many available resources that can work on the activity for a particular date and time slot, Oracle Field Service assigns the activity to one of them. The application typically finds a technician that has a smaller set of working skills than a technician with a wider skillset. This way, resource selection is optimized, so that the following activities that require booking have more available options. With this feature, technicians can control the booking strategy that is used on a Capacity Area level. Technicians can also configure different capacity areas to use different booking strategies.

Availability-Based Booking

Technicians can book activities for Capacity Areas with booking interval based quota configuration. They can use the booking interval based quota when the time slots overlap or, have a significant variation in the activity duration. When technicians choose the booking interval based quota, they must select the booking intervals on the Quota Configuration page. If they do not select the booking intervals, the application uses the default Capacity intervals that are configured on the Business Rules page.

When you configure a Capacity Area for booking using Quota (time slot based or availability based), then the activity is created (or reassigned) on the bucket that is associated with the Capacity Area. If there are multiple Capacity Areas, the technician must select a Capacity Area, select the day and time slot on which they want to perform the activity, and book it.

You can obtain the booking options from the application in two ways:
  • Through the Activity Booking page.
  • Through the new API function showBookingGrid. This API simplifies the process of integrating the Booking functionality with external applications.

Regardless of the method, the application uses the activity information you have entered and provides you the list of options where it may be booked.

As soon as you book an activity, Oracle Field Service subtracts the capacity required for its performance from the available capacity and adds it to the used capacity. It compares the used capacity to the quota values to make sure that orders for new activities are accepted only when the capacity is still available. Аs having capacity information up-to-date is crucial for the functionality, Activity Booking is available only in the online mode.

Prerequisites for Using the Activity Booking Feature

If you want to use the Activity Booking feature, you must complete these tasks:
  1. Configure the radius within which you want Oracle Field Service to consider the activities. You must configure the Nearby Radius field on the Business Rules page for this. Go to Configuration > Business Rules to specify the Nearby Radius value.
  2. Add the fields required for booking activities to the Book new activity Visual Form Editor. Typically, you need activity type, activity address, work skills for the activity, work zone it belongs to, activity duration, and the coordinates of the activity. On the Schedule booked activity Visual Form Editor, configure the fields that your technicians see when they reschedule an existing activity. Go to Configuration > User Types > Screen configuration > Book new activity (or Schedule booked activity) to add the fields.
  3. Add the Book (create) activity and Book (reschedule) activity buttons to the Edit/View activity and the Activity hint Visual Form Editors. Technicians use these buttons to book and reschedule activities. Go to Configuration > User Types > Screen configuration > Edit/View activity or Activity hint to add the buttons.
  4. Configure the Capacity Areas for booking activities. You can configure a different type of booking option for each Capacity Area. For more information, see the Using Capacity guide.
  5. Configure the booking recommendations. You can show or hide the booking recommendations for each Capacity Area separately. For more information, see the Using Capacity guide.

Create a Layout for Booking an Activity

Use the Book new activity option in the Application screens section of the Screen Configuration page to create a layout for booking an activity.

  1. Click Configuration > User Types.

  2. Select the user type for which you want to add a layout for booking a new activity.

  3. In the Access settings section of the General tab, select the Allow access via web application check box.

  4. Expand the Application screens section and click Book new activity.

    The Visual Form Editor opens.
  5. Drag-and-drop the fields that you want on the Book new activity page.

    You must have Activity type (aworktype) field. However, you cannot add file type of fields or properties, tabs, and the Time slot field.
  6. Select the visibility settings for all the fields.

  7. Click Submit.

    The layout is saved.
  8. Add the Book (create) activity button to the Edit/view activity Visual Form Editor:

    1. Expand the Application screens section and click Edit/view activity.

    2. Drag and drop the Button element.

    3. Click the element and then click the pencil icon in the Standard action screen field.

    4. Select Book (create) activity and click OK.

    5. Click Save.

      If you want technicians to reschedule existing activities, add the Book (reschedule) activity button.

Activity Type Constraints

The activity booking function applies a number of constraints on certain activity types.

Some activity types determine whether at all an activity can be booked, while others affect the configuration of different properties on the context. The list of activity types is available in the Activity Types page. Click Configuration > Activity Types to access the Activity Types page. Describe only those activity type constraints and conditions that apply equally to all the activity types that you want to be available for booking.

Include Time Slot Support

By default, activity types do not have the Support of time slots option selected. You must select the Support of time slots option for each activity type that is to be considered for booking.

  1. Click Configuration > Activity Types.

  2. On the Activity Types page, select the type of activity that you want to be considered for booking.

  3. Click Modify.

  4. Select Support of time slots, and then click Update.

Time Slot Page Configuration

The Schedule booked activity context defines the layout of the Time Slot page. While the time slot selection widget is pre-configured and cannot be changed, all other details of the booked activity can be specified in the Schedule booked activity context.

These restrictions apply to the context configuration:
  • You can add only read-only visibility condition for activities or properties on the context layout.

  • You cannot create tabs in the Schedule booked activity context.

Otherwise, there are no special constraints, as opposed to the Book new activity context. The Schedule booked activity context is available in the Application screens section of the Screen Configuration page.

Include the Calculate Travel Option

If you select the Calculate travel option for the activities to be booked, then the capacity calculation additionally considers all fields and properties defined in the Activity travel stats fields section of Statistics.

  1. Click Configuration > Activity Types.

  2. Click Modify against the activity type for which you want to add the option.

  3. Select the Calculate travel check box and then click Update.

    When you select this feature, you must add all the fields that you have selected for the Activity travel stats fields on the Statistics page to the Book new activity context layout and set the visibility as Mandatory.

Include the Calculate Activity Duration Using Statistics Option

If you select the Calculate activity duration using statistics option for the activities to be booked, then the capacity calculation additionally considers all fields and properties in the Activity duration stats fields selected on the Statistics page.

  1. Click Configuration > Activity Types.

  2. Click Modify against the activity type for which you want to add the option.

  3. Select the Calculate activity duration using statistics check box and then click Update.

    When you select this feature, you must add all the fields that you have selected for the Activity duration stats fields field on the Statistics page to the Book new activity context layout and set the visibility as Mandatory.

Enable Work Zone Support

You must enable Work Zone Support for booking activities. If you have enabled Work Zone Support at both, the company level and the activity level for the corresponding activity types, all fields from the work zone key are considered for capacity calculation.

  1. To enable Work Zone Support at the company level:

    1. Click Configuration > Business Rules.

    2. Select Work Zone support in the General section.

  2. To select this option at the activity level:

    1. Click Configuration > Activity Types.

    2. Click Modify against the type of activity that you want to be considered for booking.

    3. Select Support of work zones, and then click Update.

  3. Click Configuration > Work Zones and note down the field selected for Work Zone Key.

  4. Add this field with a Mandatory visibility in the Book new activity context layout.

Enable Work Skill Support

You must enable Work Skill Support for booking activities. If you have enabled Work Skill Support at both, the company level and the activity level for the corresponding activity types, all fields from the work skill conditions are considered for capacity calculation.

  1. To enable Work Skill Support at the company level:

    1. Click Configuration > Business Rules.

    2. Select Work Skill support in the General section.

  2. To select this option at the activity level:

    1. Click Configuration > Activity Types.

    2. Click Modify against the type of activity that you want to be considered for booking.

    3. Select Support of work skills, and then click Update.

  3. Click Configuration > Work Skills > Work skill conditions.

  4. Open the work skill that you want to be considered for booking and note down the work skill conditions.

  5. Add this field with a Mandatory visibility in the Book new activity context layout.

Activity Booking Error Messages

This section provides the list of possible errors and the corresponding messages the user may encounter while booking activities.

Missing Context Error

If at least one of the two contexts ('Book new activity', 'Schedule booked activity') is not added before using the Activity Booking functionality, the message: Form is misconfigured. Context layout missing appears. Depending on which context is missing, the error is shown so, you can access the corresponding pages.

Validation Errors

If any of the mandatory fields is empty on the booking activity contexts ('Book new activity', 'Schedule booked activity'), the validation message, Validation failed, please review your form is shown. If a time slot has not been selected on the Time Slot page, the activity is not booked and the message, Validation failed, please review your form. Time slot is not selected is displayed.

Capacity Calculation Errors

Capacity is not calculated in these cases:
  • Data entered in the previous step (creating booked activity) is insufficient.

  • A configuration has not been properly performed.

  • There is no available capacity that matches with the activity parameters.

The possible error messages that may occur at the capacity calculation stage, that is after submitting information entered in the booking activity form are as follows:
  • Work skills support is disabled at the company level.

  • Work skills are not supported by this type of activity.

  • Capacity category cannot be determined using the given activity fields.

  • The selected activity type is inactive.

  • Work zone cannot be determined by the given activity fields.

  • Field or property that is required for work zone 'location' value calculation is missing.

  • Time slots are not supported by this type of activity.

  • Field or property that is required for the duration estimation is missing.

  • Field or property required for travel estimation is missing.

  • The matching buckets found don't have the required quota for booking this activity.

  • Unable to find appropriate quota bucket for this activity.