1. Booking Appointment and Assigning Activity Between Siebel CRM and Oracle Fusion Field Service Using an Oracle Integration Accelerator
  2. Update, Reschedule, and Cancel Activities

Update, Reschedule, and Cancel Activities

A service agent and update, reschedule, and cancel activities in Siebel CRM.

Update an activity

A service agent can update an activity's skill requirements after creating the activity in Siebel CRM. This results in reassigning the activity to a different resource with the required skill. This table describes the input from Siebel CRM and the output expected from Oracle Fusion Field Service to update an activity.
Input from Siebel CRM Output Expected from Oracle Fusion Field Service
  • Resource
  • Earliest start time and latest start time (for example, Monday morning at 9 AM till Tuesday evening at 5 PM)
  • Activity duration (for example, 30 minutes)
  • Service region time zone
  • Service zip code
  • Skills
 Reassign the activity to a new resource that has the updated skill in the request.
A dispatcher or mobile worker must perform these actions in Oracle Fusion Field Service to update the activity in Siebel CRM:
  • Complete the activity.
    • Changing the activity status to Completed in Oracle Fusion Field Service updates the activity status in Siebel CRM as "Completed".
  • Update the activity as Not Done.
    • Changing the activity status to Not Done in Oracle Fusion Field Service updates the activity status in Siebel CRM as "not done".
  • Move the activity from one resource to another.
    • New resource External ID is updated in Siebel CRM as the "Employee primary owner ID " for the activity.
  • Move the activity to another date for the same resource.
    • New Activity start date is updated in Siebel CRM as the "Planned Start" and "Planned Completion" dates.
  • Cancel the activity.
    • Changing the activity status to Cancelled in Oracle Fusion Field Service updates the activity status in Siebel CRM as "Cancelled".

Cancel the activity

A service agent can cancel a scheduled activity by clicking Cancel Activity within Siebel CRM. This cancels the corresponding activity in Oracle Fusion Field Service.

Reschedule the activity

A service agent can reschedule an activity from the current date to another date from within Siebel CRM. The activity is updated in Oracle Fusion Field Service based on the new date provided.