How do I enable the En Route Support feature?

You can enable the En route Support option, so that the field resources can change the activity status to 'En route'. This status is then shown to your customers on the 'Where is My Technician' page. After you enable the En route Support option, the ‘En route’ status is available only for the activity types that have the Calculate travel option enabled. Further, if you disable the En route Support option after using the 'En route' status for some time, then all the current activities with the 'En route' status end their cycle. And, you can't set the 'En route' status for new activities. The ‘En route’ status integrates with the "Where is My Technician" page and you can use it in the Routing module to prevent undesirable adjustments to the next appointment.

Note: When you upgrade to Update 21B, the En route Support feature is disabled for all the instances to save backward compatibility. Enabling the 'En route' feature makes the "En Route" status available for travel activities globally. The changes may impact the "Next activity" function, ETA, and "On my way" notifications to your customers.

1. Click Configuration > Business Rules.
2. Select the En route Support check box.
3. Click Save.
   These changes are available for activities and resources:

   • The 'Next activity' section includes the option I will be Idle for a while.
   • The activity selected as the next activity gets the status 'En route'.
   • The ETA of the activity is updated using real-time traffic although the activity has a Service window, Access hours, or SLA. Real-time traffic is available only if you've a valid license for Oracle Field Service Enterprise Edition with Google Maps.
   • The Adjust travel option is available when activity is in the 'En route' status. Resources must click Adjust travel to change the status of the activity to En route.
   • If Display and allow adjustment of remaining Travel Time is selected on the User Types > General page, resources can change the travel time, but must set the activity to En route immediately. If Display and allow adjustment of remaining Travel Time isn't selected, resources can't change the travel time, but can be idle for sometime and then change to En route.
   • When you enable the En route Support feature, if your resources don't set their activities as 'En route', then:

     • Oracle Field Service doesn't consider the resource as on the way to an activity until they set the "En route" status.
     • Travel time isn't recalculated.
     • If you've configured a Message Scenario to notify your customers about resources being on their way, they aren't notified.
     • Where is My Technician page doesn't show the "On the way" status and the resource's position and track.