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.

Fields in the Settings tab

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. 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 [e-mail] format. You can enter multiple email addresses, separating each by a comma or semicolon.	Customer, Dispatcher, Resource, Use Static Address
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. Configure the same time zone for message steps when their outbound date/time values are expected to use the same time zone. 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.	Any time zone applicable to the company
Language	The language to be used Applicable only for the 'use static address' recipient used with the External System, Email, or Set Property notification methods.	a company-specific language chosen from the drop-down list
Static address	Enter the email address or distribution group used when Email is the delivery channel and use static address is the recipient.	any valid email address
Recipients (Add new)	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 on it. 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.	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.	Select any of the following delivery channels: Collaboration Email Set Property (used to set new property value for entities) Integration Event: Message Scenario Integration Events Delivery Channel lets you use message scenarios with Events API as a delivery method to support existing use cases, such as SMS reminders and notifications. For more information, see Use Integration Events as a Delivery Channel.
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 used for replies when you select Email as the Delivery channel and Customer, Dispatcher, or Resource as the Recipient. For new Email steps, Oracle Fusion Field Service populates this field with: [e-mail] In non-Fusion Field Service environments, you can edit the Reply address. However, the Reply address domain must be DKIM-enabled for the subscription. If you enter or select a Reply address from a domain that isn’t DKIM-enabled, Oracle Field Service displays a validation error and prevents the step from being saved. To use a customer-owned domain, register and DKIM-enable the domain before using it in a Reply address. For more information, see Register your Domain to Enable DKIM in the Using Cloud Console guide. In Oracle Fusion Field Service environments, the Reply address is read-only and set as: [e-mail] You can’t change this value in Oracle Fusion Field Service environments. If a different Reply address is submitted, the application rejects the change. If DKIM validation can’t be completed when the configuration is saved, Oracle Field Service prevents saving and asks you to try again later.	[e-mail] or an email address from a DKIM-enabled domain. In Fusion Field Service environments, only [e-mail] is allowed.
Email address source	Select the property that contains the recipient’s email address when the recipient is Customer, Dispatcher, or Resource. 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.
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: 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	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 Company Settings > Holidays.	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: Scenario processing has been stopped. (See the Scenarios in which messages are removed section later in this topic.) The next try can't be scheduled before the message expires. Further tries are pointless, for example, if the email address is invalid. 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: Scenario processing has been stopped. (See the Scenarios in which messages are removed section later in this topic.) The next tries can't be scheduled before the message expires.	1 – 999 for both the number of tries and the minutes between tries.

Scenarios in which messages are removed

There are several actions in the application which, under certain conditions, might remove the existing messages, if the messages haven't yet been sent.

Activity Start action

Event/Action	Description
Removed Messages	Reminder, Change, Day before
Status	obsolete
Description	ACTIVITY_WAS_STARTED

Activity Cancelation action

Event/Action	Description
Removed Messages	All
Status	obsolete
Description	ACTIVITY_WAS_CANCELED

Activity Notdone action

Event/Action	Description
Removed Messages	All
Status	obsolete
Description	ACTIVITY_WAS_NOT_DONE

Deletion of a Pending Activity action

Event/Action	Description
Removed Messages	All
Status	obsolete
Description	ACTIVITY_WAS_DELETED

Activity Suspend action

Event/Action	Description
Removed Messages	All except SLA Warning
Status	obsolete
Description	ACTIVITY_WAS_SUSPENDED

Activity Reschedule action

Event/Action	Description
Removed Messages	All except SLA Warning
Status	obsolete
Description	ACTIVITY_WAS_RESCHEDULED

Activity Move action

Event/Action	Description
Removed Messages	Reminder, Change, Not started, Service window warning, Call ahead, Add
Status	obsolete
Description	ACTIVITY_WAS_MOVED

Convert an activity to not ordered

Event/Action	Description
Removed Messages	Reminder, Change
Status	obsolete
Description	ACTIVITY_IS_NOT_ORDERED

Reminder message creation action

Event/Action	Description
Removed Messages	Customer messages: Recipient = Customer
Status	obsolete
Description	NEW_CUSTOMER_MESSAGE_WAS_CREATED
Notes	The Reminder launch condition isn't initiated if the existing customer messages can't be dropped using the drop_message call (if required).

Change message creation action

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).

Cancel visit action

Event/Action	Description
Removed Messages	All (visit related)
Status	obsolete
Description	VISIT_WAS_CANCELED

Delete visit action

Event/Action	Description
Removed Messages	All (visit related)
Status	obsolete
Description	VISIT_WAS_DELETED

Start visit action

Event/Action	Description
Removed Messages	Visit reminder, Visit change #, Visit day before
Status	obsolete
Description	VISIT_WAS_STARTED

Applying new visit formulas action

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.

Block/Shift messages action

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.