Configure the Settings Tab
Use the fields on the Settings tab to define the general information about a scenario step for a message scenario, including the recipient, delivery channel, and other message delivery parameters.
Field Name | Description | Possible Values |
---|---|---|
Name | The name of the step | Name of the steps to a maximum of 64 characters. |
Type | The type of step | Start, Inner An inner step is triggered by the results from the start step or a previous inner step. An inner step may or may not be performed depending on the result of the start step. Here's an example of an inner step: let's say you've configured a step to notify a customer by email. You can configure an inner step to notify the mobile worker, if notifying the customer through email fails. |
Recipient | The person or entity receiving the message. | Customer, Dispatcher, Resource, Use Static Address Note: When you select Customer,
Resource, or Dispatcher, the recipient’s address is obtained from the activity or resource
fields. However, if you select Use Static Address, you must enter a static email address
using the notify@example.comformat. You can enter multiple email addresses,
separating each by a comma or semicolon. |
Recipients (Add new) | 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:
|
Resources or helpdesks |
Delivery Channel | The method used to send the message Note: The methods used are company-specific and
correspond to the list of delivery channels configured for the company. |
Email, Set Property (used to set new property value for entities), Collaboration |
Sending time |
The time when the message is to be sent Note: The messages with Day of route option for non-scheduled
activities get the status falsemethod (ACTIVITY_IS_NONSCHEDULED) as
the route date isn't defined.
|
Select one of following options:
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 |
The time when the scenario step can start Note: This option isn't applicable when Sending time is
time of event.
|
00:00 – 23:59 or 12:00AM – 11:59PM, depending on the time format settings |
Sending will time out in | The end of the time range during which the message can be delivered, measured in hours and minutes from the sending time | 00:01 – 99:59 |
Sending delay | Time period in minutes between message creation and message sending | 0 – 999 |
Block messages for specific days |
The days of the week on which proactive customer messages should not be sent |
Sun – Sat. When a day is selected, messages will not be sent on that day. |
Block messages for holidays | Whether proactive customer messages can be sent on company holidays. Note: The list of
holidays can be configured in . |
When the check box is selected, messages will not be sent on company holidays. |
Blocked messages sending |
The number of days to shift proactive customer messages back in the calendar if messages are assigned for a day of the week for which a block is set or if they're assigned to fall on a company holiday when holidays are blocked. Note: If a message can't be sent because it falls on a non-working day or a holiday and can't
be shifted to a working day, it will be blocked with the falsemethod status and the
NONWORKING_DAY description.
|
0 – 10, when 0 means that the messages will be blocked, because there's no shift of days defined. |
Number of attempts on ‘failed’ status |
Interval is the maximum number of tries (including the initial one) to resend a message if it's returned with a Failed notification status. The minutes field defines the number of minutes between tries to resend the message. This functionality is available for all messages except Set property and External launch condition. The Failed tries are ignored if:
Note: An agent can also stop further Failed tries or change their
number using the fault_attempt and
stop_further_attempts fields in a
send_message response or a set_message_status
request.
|
1 – 999 for both the number of tries and the minutes between tries. |
Number of attempts on ‘sent’status |
Interval is the maximum number of tries (including the initial one) to resend a message if it's returned with a Sent notification status. The minutes field defines the number of minutes between tries to resend the message. This functionality is available only for External system messages. The Sent tries are ignored if:
|
1 – 999 for both the number of tries and the minutes between tries. |
Customer notification time |
The time range to be communicated to the customer. If the final status for the message is
Sent or Delivered, the Customer
notification time is stored in the time delivered
start/end activity fields.
Note: This option is available only when the
recipient is Customer. |
Service Window, Delivery Window, ETA. |
Reply address | The email address (for example, notify@ofs.oracle.com) for sending notifications when
you select Email as the Delivery channel and Customer, Dispatcher, or
Resource as the Recipient. If you've registered a custom domain or subdomain in Oracle Cloud Console, add the address with the custom domain (for example, no_reply@your_business_unit.your_company.com). For more information on how to register a domain, see the Using Cloud Console guide. If you leave this field blank or enter an incorrect ID, Oracle Field Service uses the default reply address from Oracle (noreply@fs.ocs.oraclecloud.com). This address has the proper SPF and DKIM settings set up for the domain. However, if you use a custom reply address, the best practice is to enable SPF and DKIM on your email server's DNS. For more information on how to enable SPF and DKIM, see the 'Configure SPF' topic in the Oracle Cloud Infrastructure Documentation and the Register your Domain to Enable DKIM topic in the Cloud Console guide. |
Any valid email address. |
Email address source |
The field containing the email address to be used in the 'Email' notification method Not applicable for the 'use static address' recipient |
Any field to be selected from the drop-down list of the email address sources available in the system. You can enter multiple email addresses, separating each by a comma or semicolon. |
Scenarios in which messages are removed
There are several actions in the system which, under certain conditions, might remove the existing messages, if the messages haven't yet been sent.
Event/Action | Description |
---|---|
Removed Messages | Reminder , Change , Day
before |
Status | obsolete |
Description | ACTIVITY_WAS_STARTED |
Event/Action | Description |
---|---|
Removed Messages | All |
Status | obsolete |
Description | ACTIVITY_WAS_CANCELED |
Event/Action | Description |
---|---|
Removed Messages | All |
Status | obsolete |
Description | ACTIVITY_WAS_NOT_DONE |
Event/Action | Description |
---|---|
Removed Messages | All |
Status | obsolete |
Description | ACTIVITY_WAS_DELETED |
Event/Action | Description |
---|---|
Removed Messages | All except SLA Warning |
Status | obsolete |
Description | ACTIVITY_WAS_SUSPENDED |
Event/Action | Description |
---|---|
Removed Messages | All except SLA Warning |
Status | obsolete |
Description | ACTIVITY_WAS_RESCHEDULED |
Event/Action | Description |
---|---|
Removed Messages | Reminder , Change , Not started ,
Service window warning , Call ahead ,
Add |
Status | obsolete |
Description | ACTIVITY_WAS_MOVED |
Event/Action | Description |
---|---|
Removed Messages | Reminder , Change |
Status | obsolete |
Description | ACTIVITY_IS_NOT_ORDERED |
Event/Action | Description |
---|---|
Removed Messages | Customer messages: Recipient = Customer |
Status | obsolete |
Description | NEW_CUSTOMER_MESSAGE_WAS_CREATED |
Notes | The Reminder launch condition isn't invoked if the existing customer
messages can't be dropped using the drop_message call (if
required). |
Event/Action | Description |
---|---|
Removed Messages | Customer messages: Recipient = Customer |
Status | obsolete |
Description | NEW_CUSTOMER_MESSAGE_WAS_CREATED |
Notes | The Change launch condition isn't invoked if an incomplete
Reminder exists, or if the existing customer messages can't be dropped
using the drop_message call (if required). |
Event/Action | Description |
---|---|
Removed Messages | All (visit related) |
Status | obsolete |
Description | VISIT_WAS_CANCELED |
Event/Action | Description |
---|---|
Removed Messages | All (visit related) |
Status | obsolete |
Description | VISIT_WAS_DELETED |
Event/Action | Description |
---|---|
Removed Messages | Visit reminder , Visit change # , Visit day
before |
Status | obsolete |
Description | VISIT_WAS_STARTED |
Event/Action | Description |
---|---|
Removed Messages | All (visit related) |
Status | obsolete |
Description | VISIT_WAS_RECALCULATED |
Notes | The messages are only removed if the visit is removed as the result of applying formula changes. |
Event/Action | Description |
---|---|
Removed Messages | N/A |
Status | false |
Method Description | NONWORKING_DAY |
Notes | This removal is performed if message sending of isn't allowed for a non-working day (or a holiday) and such message can't be shifted to an appropriate working day. |