Troubleshooting the Siebel CRM Integration

Here is how you can troubleshoot some common problems with the Oracle Field Service Siebel CRM integration.

This table provides the troubleshooting steps for some common problems:

Title	Symptom	Reason	Solution
Book Appointment failures	Book Appointment returns blank slots	No slots are returned for scheduling the activity. A possibility could be that no resources are available during the specified timeframe.	Ensure that the Account Address details are provided. Change the earlier start date and latest start date to some other date/time range.
	OIC flow throws 401 error	No slots are returned for scheduling the activity. A possibility could be that no resources are available during the specified timeframe.	Check that the Username and Password credentials provided in the business service user property of ‘ORCLROFSSBLBOOKAPPOINTMENT' are correct.
	Cancel Appointment returns error "OFS: Appointment not found or not satisfied the cancel criteria”	The activity selected for cancelling the appointment is not scheduled.	Only Activities in a status of ‘Scheduled’ can be cancelled.

Tips to troubleshoot while transferring a service region:

Scenario	Error Message	How to Troubleshoot
Get Service Region API fails	Siebel CRM: Error getting Service Region details	Check with Siebel CRM team to see if the Siebel CRM instance is working.
Create/Update Workzone API fails	Oracle Field Service: Error Mapping Zipcode to multiple Service Region or updating Workzone	Check if any of the zipcode was associated with an another service region.
Create/Update Workzone API fails	Siebel CRM: No Zipcode for the Service Region. Oracle Field Service: Error updating Workzone	Add the zipcode to the service region and sync again.
If Schedule Id not present in the Get Service Region Response	Siebel CRM: Error - No Shifts Associated to Service Region	Associate the schedule with the service region.
Get Exception Hours API fails	Siebel CRM: Error - No Exception Hours associated or Error getting the Exception Hours	Check if the Holiday Exceptions are associated correctly with the schedule of the service region.
If Schedule name is not matching with the Work Schedule created in Oracle Field Service	Oracle Field Service: Work Schedule not defined, Misspelled or Error setting Work Schedule	Create a Work Schedule in Oracle Field Service with the Siebel CRM schedule name.
Get Employees API fails	Siebel CRM: Error getting Employees	Check with Siebel CRM team if the Siebel CRM API is working.

Tips to troubleshoot while transferring field service employees from Siebel CRM to Oracle Field Service:

Scenario	Error Message	How to Troubleshoot
Create Service Region Resource API fails	Oracle Field Service: Error in creating Service Region Bucket	Check if the Oracle Field Service Resource API is down or update the missing info on the service region.
Create Employee Resource API fails	Oracle Field Service: Error in creating Employee	Check if the Oracle Field Service Resource API is down or update the missing info on the employee.
Get Employee Locations API fails	Siebel CRM - Error getting Employee Locations	Check if the Oracle Field Service Resource Locations API is down.
Get Employee Shifts API fails	Siebel CRM: Error - No Shifts associated or Error getting Shifts	Check if the Siebel Shifts API is down or correct the shift data in Siebel CRM.
Set Holiday Exceptions API fails	Oracle Field Service: Error setting Exception to Employee	Check if the Oracle Field Service Resource Work Schedule API is down or correct the exception data in Siebel CRM.
Get Employee Skills API fails	Siebel CRM: No Employee Skills associated or Error in Get Employee Skills	Check if the Siebel Skill API is down or correct the skills data in Siebel CRM.
Get Employee Skill Items API fails	Siebel CRM: Error getting Employee Skill Items	Check if the Siebel Skill Items API is down or correct the skills item data in Siebel CRM.
Create Work Skill API fails	Oracle Field Service: Error creating Work Skill	Check if the Oracle Field Service Create Skill API is down or correct the skills data in Siebel CRM.
Get Employee Exceptions API fails	Oracle Field Service: Error getting Exceptions	Check if the Siebel Employee Exception API is down or correct the employee exceptions data in Siebel CRM.