Create a Draft Field Service Work Order

Agents can now create a field service work order in a draft state that does not get sent to Field Service. This allows the agent to complete the work order later or follow a custom approval process before scheduling and sending to Field Service.

Allows agents to create work orders in draft status so they can complete it later after gathering additional information or perhaps having it reviewed and approved prior to scheduling and sending to Field Service which then creates the activity for the field service resource.

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Steps to Enable

For generic work orders, nothing is required. The draft is just a new status that can be selected in the create and update pages. For the Field Service work orders, enabling draft work orders will result in the following:

  • Create work order page:
    • A new action will appear, Save as Draft
    • The Create action will create and submit the work order
  • Update work order page:
    •  A new action will appear, Save as Draft, to continue saving changes for the draft work order
    • The Save action label will change to Save and Submit which will save the changes and submit the work order to create the activity in Field Service

To enable draft work orders for the Field Service work order the following steps must be completed:

  1. Enable the profile option:
    • Go into Fusion Setup and Maintenance for Service
    • Select Work Order Functional Area
    • Select All Tasks
    • Select Manage Work Order Profile Options
    • Select ORA_SVC_WO_ENABLE_DRAFT_OFS_WORK_ORDERS
    • Select Yes for the Site Profile Level
  2. Update the OIC accelerator: 
    • If you have downloaded the 25.01 accelerator and either installed that version or made all the appropriate changes to your configured flows to handle the resubmit of work orders released in 25B, there is nothing to do
    • If you have not downloaded and install the “Oracle CX Service — Oracle Field Service | Sync Service Work Orders and Activities” version 25.01 accelerator you will need to do one of the following options. 
      • Install the 25.01 version and make any required configuration extensible changes for your implementation for all the integrations, or
      • Install the 25.01 version and copy the following three integrations to your existing accelerator project
        • Oracle B2BSVC OFS Work Order Resubmitted Passthru - used for resubmitting work orders if the create or update fails in Field Service
        • Oracle B2BSVC OFS Work Order Created Passthru - new integration that monitors the create of a work order
        • Oracle B2BSVC OFS Work Order Created REST - replaces the old Oracle B2BSVC OFS Work Order Created and is called by the new Oracle B2BSVC OFS Work Order Created Passtru to create the activity in Field Service. Any customizations made to the Oracle B2BSVC OFS Work Order Created integration will need to be configured into this integration.

Tips And Considerations

  • Draft work orders are only supported in the Redwood UI
  • Generic work orders are set to draft by selecting draft status in the status LOV.
  • For a Field Service work orders:
    • Set to draft by selecting the action for save as draft
    • Cannot be scheduled so if a date and time slot have been selected, it will be unscheduled when saving as a draft 
    • You can continue to make changes and save as draft but once the action for save and submit has been selected, work order changes cannot be saved as a draft, all changes are synced with the activity in Oracle Field Service

Key Resources

Integrating Fusion Service with Field Service

Implementing Service Center - Field Service Integrated Work Orders

Enable Service Work Orders in Redwood

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 availability to users who have the appropriate service administrator privileges.