Standard Configuration Impacting the Integration

Here are some of the key areas addressed in the standard configuration that are critical to the integration:

• Activity Types

• Skill Conditions

• Capacity Categories

• Resources

Two other areas are user-type screen configuration, and business rules within Oracle Field Service. These areas are used to share information received from Oracle Fusion Service.

Note: You must have administrator privileges in Oracle Field Service to perform all of the following tasks.

Manage Activity Types

Activity types are required. They map to work order types in Oracle Fusion Service. When you create supported activity types for your integration, note the properties listed in the following table.

Navigate to Oracle Field Service Configuration

To manage the activities, click on Activity Types in the Resources, Activities, Inventories section.

Property Type	Description and Impact
Label	Maps an activity to a work order type in Oracle B2B Service. The value must match the activity type code on the corresponding work order type.
Multiday activity	Must be deselected. The integration doesn't support multiday activities. If checked, no available dates and time slots are returned for the corresponding work order type selected.
Allow creation in buckets	Must be checked since activities created are assigned to a bucket resource.
Allow reschedule	Must be checked if it's allowed for agents in B2B Service to reschedule work orders.
Allow nonscheduled	Must be checked if you're planning to use Resolution Due Date for having work order date and time slots assigned through Field Service. If deselected, the agent must select a date and time slot when creating a work order or the activity isn't created.
Calculate activity duration using statistics	If deselected, the manual duration property on the work order type is used for calculating the estimated duration to perform the activity. If checked, the manual duration on the work order type is ignored and the estimated duration is calculated by Oracle Field Service. The estimated duration is then calculated based on the statistics that are gathered for activities completed.
Allow to create from incoming interface	Must be checked to allow for the creation of activities through the integration.
Calculate delivery window	If checked, the estimated delivery window is calculated and updated on the work order. If deselected, the estimated delivery window isn't calculated and the field on the work order remains blank.

Manage Work Skill Conditions

Work skill conditions are required because they connect activity types to work skills. For more information about creating work skill conditions, see the Administering Oracle Field Service guide.

Navigate to Oracle Field Service Configuration

To manage the work skill conditions, click on Work Skills in the General section, then Work Skill Conditions.

Manage Capacity Categories

Capacity categories are required because they connect the work skills and time slots to the bucket resources. When creating capacity categories, make sure the appropriate skills are associated so the work skill conditions connect the correct activity types. You must associate time slots with the capacity category since these are the time slots that are sent to Oracle Fusion Service when scheduling a work order.

Navigate to Oracle Field Service Configuration

To manage capacity categories, click on Capacity Categories in the Resources, Activities, Inventories section.

Manage Work Zones

The integration between Oracle Fusion Service and Oracle Field Service is based on a Work Zone Key of postal codes. No other fields are supported and if used, the Work Order Area list will always be blank when a user attempts to create an Oracle Fusion Service work order. Before creating any Work Zones, make sure the Work Zone Key is set to ZIP/Postal Code. When you create Work Zones, the Work Zone Keys must be one or more Postal Codes.

Navigate to Oracle Field Service Configuration

To work zones, click on Work Zones in the General section.

Work zones impact the retrieval of work order areas when creating a work order in Oracle Fusion Service. If work zones aren't set up based on postal code and associated appropriately to bucket resources, no work order areas are retrieved which prevents the creation of a work order.

Manage Business Rules

To allow users to search for work orders based on the work order number from Oracle B2B Service, the administrator-defined property must be added to Search. This step isn't required, but recommended since it assists in searching for the work order corresponding activity in Oracle Field Service. For more information about managing business rules, see the Administering Oracle Field Service guide.

Navigate to Oracle Field Service Configuration

To manage business rules, click on Business Rules in the General section.

Manage User Types Screen Configuration

To enable users to view work order information in Oracle Field Service, use standard screen configuration to add the administrator-defined properties from the following table to the activities.

Navigate to Oracle Field Service Configuration

To the manage user type screen configuration, click on User Types in the Users, Security, Integration section, then the Screen Configuration tab.

Property Name	Property Label
Work Order Number	wo_number
Service Request Number	wo_sr_number
Account	wo_account_name
Case Note	wo_case_note
Field Service Note	wo_fs_note
Asset Name	wo_asset_name
Serial Number	wo_asset_serial_number
Product	wo_asset_product
Purchase Date	wo_asset_purchase_date
Install Date	wo_asset_install_date
Asset Status	wo_asset_status

Manage Resources

Resources are required and map to work order areas in Oracle Fusion Service. When you create supported resources, keep in mind that the following properties on the Configuration page impact the integration to Oracle Fusion Service.

Navigate to Resource Information by clicking on the hamburger menu.

Capacity Management

• Capacity Category: Click the Edit icon to add capacities.

• Working Time Unit: Set to Minutes.

Booking

• Available time slots: Click the Edit icon to add time slots.

• Used Quota management: Click Based on Time slots.

Quota Management

• Quota Definition Level: Check Capacity Category.

• Quota by Capacity Category: Check Quota entered in minutes.

Enter Quota by Resource

On the Quota page, view quota by capacity categories. For each of the capacity categories in each time slot, enter the quota in minutes.