Define the Settings for a Scenario Step

The Settings tab enables you to define the general settings for a message step which includes these settings:

• Step Info section: Define the type of the message step, intended recipient, and the delivery method.

• Notification Time section: Define when to send the message (for example, day of event or for how many days) and the time interval when the messages are sent.

Field	Description
Step Info section
Name	Enter the name of the step that displays in the Scenario steps section.
Type	Select the type of step, Start or Inner. Start steps are the first steps that occur when a scenario is initiated. An inner step is run after a preceding step is completed.
Delivery Channel	Select the message agent for delivering the message. Options: Email, Set Property, user-defined channel, Collaboration. Note: If you select collaboration as the delivery channel, see Use Collaboration as a Delivery Channel
Recipient	The options available varies based on the selected delivery channel (Email, Set Property, user-defined channel, or Collaboration). Select the intended recipient (Customer, Resource, Dispatcher, or use static address) of the message. By default, the recipient address is fetched from the activity or resource fields for the options, Customer, Resource, or Dispatcher. However, if you select Use static address, then you must enter a static recipient address in the format, [e-mail].
Recipients (Add new)	You can control the delivery of a message to a helpdesk group or to helpdesk operators based on this setting. This option is visible only if you select Use static address in the Recipient field. Click Add new and select the email address of a helpdesk. These options are displayed: Deliver to helpdesk: The message is broadcast to the helpdesk; it is available in the helpdesk as a system message. Any operator in the helpdesk can take this chat and it will be moved to the operator's active chat list where they can take action. Other operators will not see the message in the helpdesk queue, but they can view this message from the chats in progress menu to know who is working on this message. Deliver to helpdesk operators: The message is delivered to all the operators within the helpdesk.
These drop-down lists display based on your selections in the Recipient and Delivery Channel drop-down lists.
Customer Notification Time	Select the time for notifying customers. For example, ETA, Service window, or Delivery window.
Reply Address	Enter the e-mail address (for example, [e-mail]) for sending notifications when you select Email as the Delivery channel and Customer, Dispatcher, or Resource as the Recipient. If you leave this field blank or enter an incorrect ID, Oracle Field Service uses the default reply address from Oracle ([e-mail]). This address has the proper SPF and DKIM settings set up for the domain. However, if you use a custom reply address, you must enable SPF and DKIM on your email server. For more information on how to enable SPF and DKIM, see the Configure SPF topic in the Oracle Cloud Infrastructure Documentation.
Time Zone and Language	Select the time zone and language for the email content when you select Email as the Delivery channel and use static address as the Recipient.
Static address	Enter the email address or distribution group to which you want to send emails when you select Email as the Delivery channel and use static address as the Recipient.
Email address source	Refers to the resource property that contains e-mail information when Dispatcher or Resource is selected as a recipient or refers to the user-defined property that contains e-mail information when Customer is selected as a recipient.
Notification time section
Sending time	Select one of following options: Day of event Time of event Day of route For example, if you select Day of event, select +, and enter 2 in the Days field, then the messages are sent after two days from the Day of event.
from	Select the starting time for the messages. For example, if you select 8 AM from the drop-down list, then the messages are sent from 8 AM. Available when either Day of event or Day of route is selected in the Sending time field.
Sending will time out in	Specify the interval in hours and minutes. The messages are sent during the specified interval.
Number of Attempts On ‘failed’ status	Indicates the maximum number of resend attempts. For example, if you enter 3 in the Interval field and 10 in the Minutes field, then the message is resent for 3 times after every 10 minutes.
Number of Attempts On ‘sent’ status	Available only for External Systems. Indicates the maximum number of attempts to resend the notification status received. For example, if you enter 3 in the Interval field and 10 in the Minutes field, then the notification status is resent for 3 times after every 10 minutes.
Sending delay	Specify the time in minutes if you want some time to elapse after an event.
Block messages for specific days	Select the days for which you don't want to send messages.
Block messages for holidays	Select the option, if you don't want to send messages during holidays. You must set up holidays using Configuration, Holidays.
Blocked messages sending	Indicates the number of days before the holiday. For example, if you select 2, then the messages are stopped before two days.

For our example, enter these details:

1. Click Add New in the Scenario steps section.

   The Add scenario step dialog box displays.

2. Enter Start test in the Name field.
3. Select Start from the Type drop-down list.
4. Select Email from the Delivery Channel drop-down list.
5. Select day of event and + from the Sending time drop-down list.
6. Enter 2 in the days field.
7. Enter 5 in the hours field and 30 in the minutes field in the Sending will time out in field.
8. Select Service Window from the Customer notification time drop-down list.
9. Click Add.

   The Start test message step displays in the Scenario steps section. The Scenario steps section also displays other details such as sending time, the number of messages that are being sent today, and a graph of the progress. The graph and the queue details are hidden if the screen size is not enough to display the details.