Support Field Service Work Order Multi-Segment and Suspended Activities

Service work orders now support multi-segment and suspended Field Service activities. When an activity is created in Oracle Field Service that has an estimated duration greater than 1 day, the activity creates multiple child activities for completing the work. Each of these child activities or segments now create a new work order in Fusion Service. In Fusion Service only the parent work orders will be shown in the work order list but the segments will be viewable in the work order detail page in Redwood so agents can better track the progression of the work. In Oracle Field Service, when an activity is suspended, the original activity is copied and the new activity is set to a suspended status while the original is set back to pending until the work is re-started. Now the agent will also be able to see the suspended work order in Fusion Service to understand each time work is suspended by the technician to better understand the progression of the work being performed and the history.

Your service organization my have break-fix, maintenance or installations that take longer than one day to complete or may have to leave during a day to get required parts and return later the same day to complete the service work order. To support these requirements and how this functionality is handled in Oracle Field Service, multi-segment and suspended work orders are now supported. 

Steps to Enable

Download, import and configure the latest Oracle Integration Cloud accelerator for Service Work Orders.

Tips And Considerations

• Multi-segment and suspended activity support only applies to the Oracle Field Service integrated work orders
• Viewing the segments of a service work order is only available in the Redwood UI

Key Resources

For details about configuring and using service work orders, see the following guides:

• Implementing Service Center with the Redwood Experience
• Using Service Center in the Redwood Experience
• Integrating Fusion Service with Field Service
• Configure Oracle Fusion Service
• For more information about segmentable activities: About Segmentable Activities

Access Requirements

The following roles are required:

• Service Administrator for configuring
• Customer Service Representative for ordering parts