Enhancements for Managing Service Work Order Integrated with Field Service

This release adds several enhancements to the Field Service Work Order to better support the integrated experience with Oracle Field Service.

Service Center agents can now:

  • Update and resubmit a work order after it has been completed
  • Cancel a work order that is in a submitted status
  • Update or cancel a work if an error is returned from Field Service on a create or update, then resubmit the changes
  • Create a user for the integration instead of having to use the standard application user id

Update and resubmit a work order after it's been completed: Agents can now update a work order after the technician in Field Service has completed the work order. However, the updates will not flow back to the activity in Oracle Field Service. The following fields are still only updatable by the application ID used in the OIC connections to Fusion Service:

  • Field Service Resource
  • Scheduled Date
  • Scheduled Time Slot
  • Work Order Area
  • Work Order Type
  • Actual Start Date
  • Booked Date
  • Delivery Window Start Date
  • Delivery Window End Date
  • Estimated Start Date
  • FS Note
  • Travel Time
  • Scheduled Date Start Time
  • Scheduled Date End Time
  • Any part orders not shipped can be canceled but no new parts can be ordered.

Cancel a work order that's in a submitted status: When a Field Service Work Order is in a submitted status, it is waiting on confirmation that the create or update was successfully applied in Field Service. If it remains in a submitted status, the update may have failed in OIC and it will remain in their open list. To remove this work order from the open list, the cancel work order action is now enabled allowing the agent to cancel the work order and create a new one once the issue is resolved.

Update or cancel a work if an error is returned from Field Service on a create or update then resubmit the changes: When an error is returned from Field Service for a create or update of a work order, the agent can now see that error, update the work order then resubmit the changes to resolve the issue.

Create a user for the integration instead of having to use the standard application user ID: You application administrator can now create a new application user for the connections in OIC instead of using the standard application user ID. The fields that are currently restricted to be updated by the standard application user id, can now be updated by this user. 

The Service Center users sometimes need the ability to update and resubmit a work orders after it's been completed to make any updates or add any additional wrap up comments after the technician has completed their work..

Agents need to cancel a work order that's stuck in a submitted status to remove it from their open work order list.

Agents need to update or cancel a work if an error is returned from Field Service on a create or update then resubmit the changes so the activity is created or updated in Field Service.

Your company may have security requirements to not use standard user IDs so to meet those requirements, you may need to create an application ID user with a unique ID for your OIC and REST Service connections.

Steps to Enable

To enable the update work order after complete for the Field Service Work Order:

  • Enable update work order after complete profile option:
  1. Open the Manage Profile Options task in Fusion Setup and Maintenance
  2. Search for the profile option code: ORA_SVC_ENABLE_OFSWO_UPDATE_AFTER_COMPLETE
  3. Set either for the site or individual users that can update completed Field Service Work Orders
  • Update the OIC accelerator using one of the following methods:
    • Download and install the “Oracle CX Service — Oracle Field Service | Sync Service Work Orders and Activities” version 25.01 accelerator
    • Make the following change to the filter expression in your current “Oracle B2BSVC OFS Work Order Updated” OIC flow: change “ $eventPayload/inp1:resultnsmpr0:WoStatusCd = ‘ORA_SVC_WO_PENDING’ ” to “ $eventPayload/inp1:resultnsmpr0:WoStatusCd = ‘ORA_SVC_WO_PENDING’ or $eventPayload/inp1:resultnsmpr0:WoStatusCd = ‘ORA_SVC_WO_COMPLETE’ “
  • No setup is required to enable the canceling of a work order that's in a submitted status.
  • Create a user for the integration instead of having to use the standard application user ID:
    1. Create the new user and give it all the CRM job roles as documented in How do I create a Fusion Service integration user account?
    2. Open the Manage Administrator Profile Values in Fusion Setup and Maintenance
    3. Search for the profile option code: ORA_SVC_WO_INTEGRATION_USER
    4. Change the Profile Value for the site to the new user id
    5. Update the filter in the following OIC flows with the new user id to avoid echo supression:
      • Oracle B2BSVC OFS Work Order Created
      • Oracle B2BSVC OFS Work Order Updated
      • Oracle B2BSVC OFS Work Order Canceled

Key Resources

Get Started with Service Center

How do I create a Fusion Service integration user account?

Access Requirements

Service Center Console and Service Work Orders are available (if enabled) to users who have the appropriate Redwood Service privileges.

Fusion Setup and Maintenance is availale to users who have the appropriate service administrator privileges.