Define the Settings for a Scenario Step

Use the Settings tab to define the general settings for a message scenario step. These settings identify the step type, recipient, delivery channel, notification time, time zone, language, and message-delivery behavior.

The Settings tab contains these sections:

• 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 help desk group or to help desk operators based on this setting. This option is visible only if you select Use static address in the Recipient field. Select Add new and select the email address of a help desk. These options are displayed: Deliver to help desk: The message is broadcast to the help desk; it's available in the help desk as a system message. Any operator in the help desk can take this chat and it will be moved to the operator's active chat list where they can act. Other operators will not see the message in the help desk queue, but they can view this message from the chats in progress menu to know who's working on this message. Deliver to help desk operators: The message is delivered to all the operators within the help desk.
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	For Email steps where the recipient is set to Customer, Dispatcher, or Resource, Oracle Fusion Field Service automatically uses the default Reply address: [e-mail]. In Oracle Fusion Field Service environments, this field is required, read-only, and can’t be edited. If you enter a different value, the step won’t be saved. In non-Fusion Field Service environments, users can edit the Reply address and use their own domains or subdomains. However, the Reply address domain must be DKIM-enabled for the subscription.
Time zone	Select the time zone to use for date/time values in outbound messages when the Delivery Channel is External System, Email, or Set Property and the Recipient is Use static address. Note: The time zone is configured independently for each message-scenario step. Date and time values included in messages from different steps can therefore appear in different time zones. To use the same time zone for related outbound messages, verify that the same time-zone value is selected in every applicable step.
Language	Select the language that the application uses to generate the message content. This option is available 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 email information when Dispatcher or Resource is selected as a recipient or refers to the user-defined property that contains email 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.

Example

To create an email scenario step, enter these details:

1. Select 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 the recipient.
6. Select day of event and + from the Sending time drop-down list.
7. Enter 2 in the days field.
8. Enter 5 in the hours field and 30 in the minutes field in the Sending will time out in field.
9. Select Service Window from the Customer notification time drop-down list.
10. Select 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 isn't enough to display the details.