1. Message Scenario Configuration
  2. Use Integration Events as a Delivery Channel

Use Integration Events as a Delivery Channel

You can use Message Scenarios in Oracle Field Service to automatically send messages to customers, field resources, or integrated systems. With the Integration Event delivery channel, you can now send information about executed message steps to external systems through the Events API.

This makes it easier to connect Field Service communications with your organization’s messaging or workflow systems.

Advantages

Using Integration Events with your message scenarios gives you more control over how and when communications are shared.

It helps you:

  • Deliver real-time updates to customers and systems.

  • Simplify communication integrations without extra development effort.

  • Ensure consistent messaging across all field service workflows.

  • Improve efficiency and provide a better customer experience.

By combining message scenarios with the Events API, you can automate your communication flow and easily keep customers, field resources, and connected systems in sync.

When a Message is Triggered

When a message step is executed in a scenario that uses the Integration Event delivery channel, the system automatically generates a messageStepTriggered event.

This event includes all the key details about the message, such as when it was sent, which scenario and step were triggered, and the resource or activity involved.

For example, if a customer cancels an appointment, a message step can send an event with information about that cancellation.

Your integrated system can then use that event to send an SMS update, trigger a follow-up task, or update a record in an external system.

Each event contains information about the message and the related business object:

  • Message details – Scenario name, step name, subject, and message body.

  • Activity details – Activity ID, date, appointment number, and customer number, if the message is linked to an activity.

  • Inventory details – Information about the inventory record, if applicable.

  • Resource details – Details of the resource that executed the scenario step.

If your integration subscribes to message events through the Events API, you can use filters to receive only the messages that matter to your system—for example, only those from a certain scenario or message step.

To ensure smooth event delivery, follow these guidelines:

  • Use the event type messageStepTriggered in your subscription. For more information, see Create a subscription.

  • The following filters are supported:

    • messageDetails.scenarioName

    • messageDetails.stepName

    • messageDetails.subject

  • The monitorChanges parameters is not supported for the event type

    messageStepTriggered.

  • If you use a filter expression, you can’t mix messageStepTriggered with other event types in the same subscription.

Message Size Limits

To avoid delivery errors, make sure that your message content does not exceed the following limits:

  • Subject: Up to 1 KB (1024 bytes)

  • Body: Up to 100 KB (102,400 bytes)

If a message exceeds these limits, its status becomes Failed with the reason WRONG_CONFIGURATION.