Unified Workflows Across Fusion Field Service and Fusion Service

With the 25D update, Oracle introduces a foundational capability focused on unifying data usage between Oracle Fusion Field Service and Fusion Service. This enhancement allows direct visibility of Work Order (WO) data stored in Fusion Service within the Oracle Fusion Field Service user interface. Customers can easily configure which Work Order fields and Descriptive Flexfields (DFFs) appear on Oracle Fusion Field Service pages—without creating custom properties or implementing field mappings in Oracle Integration Cloud (OIC). Integrators assign a Work Order ID to an activity and configure the Oracle Fusion Field Service UI to display the desired data, with no field synchronization or duplication efforts required.

For instance, a mobile worker dispatched to a customer’s location for equipment maintenance can instantly view important Work Order information such as address, contact details, and asset identifiers, all from the mobile app. Without needing to switch to another application, the mobile worker can also enter updates such as a field note or check off custom fields such as, Equipment Accessible, or Customer Signature Received through configured DFFs. This provides real-time context and streamlines execution at the point of service.

Table: Supported Work Order Fields and UI Permissions

Work Order Field Read/Write in Field Service UI

Work Order ID

RO

Reference Number

RO

Title

RO

Status

RO

Case Note

RO

Field Service Note

RW

Account Name

RO

Contact: Name

RO

Contact: Phone

RO

Contact: Alt Phone

RO

Contact: Email

RO

Address Line 1

RO
Address Line 2 RO
Address Line 3 RO
Address Line 4 RO

City

RO
Postal Code RO
State RO
Province RO
Country RO

Resolution Due Date

RO

Asset Serial Number

RO

Asset Name

RO

Descriptive Flexfields (DFFs)
The following DFF types are fully supported and configurable as read-write:

  • Text
  • Number
  • Percentage
  • Date
  • Datetime
  • Checkbox
  • Fixed Choice

Supported Capabilities in 25D

  • Work Order Fields and DDFs in Field Service pages: WO fields can be added in the following activity-related pages:
    • Activity Details
    • Add Activity
    • Activity Hint
    • Delay Activity
    • Start Activity
    • Suspend Activity
    • Cancel Activity
    • Complete Activity
    • Not Done Activity
  • In List View Columns, the following fields are supported:
    • Reference Number
    • Title
    • Status
  • Editable Fields from Oracle Fusion Field Service:
    • Only the Field Service Note and supported Descriptive Flexfields (DFFs) are editable from the Field Service UI.
    • All other fields are read-only
  • Geocoding Behavior: When address information exists at both the Activity and Work Order levels, the application gives priority to the values from the Activity for geocoding purposes. If any address component is missing at the Activity level, the application supplements it with the corresponding value from the Work Order.

For instance, if the Activity specifies Address Line 1 but leaves the Postal Code blank, the system will pull in the Postal Code from the Work Order. This process creates a composite address, using Activity-level data first and filling in any gaps with Work Order-level data for geocoding.
If no address details are provided at the Activity level, the application relies entirely on the Work Order address fields (Address Line 1, City, Postal Code, State, and Country) to perform geocoding.

  • Search and Logic Integration: Work Order fields and Descriptive Flexfields (DFFs) are used in the following areas.

The table shows which field types are supported for each capability: 

Table: Search and Logic Integration

Capability

Supported Fields/DFF Types

Activity Search

All fields of type Text and Number (Work Order fields and DFFs)

Ad Hoc Filters Support

Only the Work Order Reference Number is supported for ad hoc filtering in the Field Service UI

Activity Duration Keys

Postal Code, Country and  DFFs of type Text, Number, Percentage, Checkbox, Fixed Choice

Travel Keys

Postal Code, Country and DFFs of type Text, Number, Percentage, Checkbox, Fixed Choice

Work Skill Conditions

Postal Code, State, Country and DFFs of type Text, Number, Percentage, Checkbox, Fixed Choice

Work Zone Keys

DFFs of type Text, Number, Percentage, Checkbox, Fixed Choice

Business Benefits

  • Unified Fusion Platform to ensure consistent data, streamlined processes, and a seamless user experience across applications.
  • Displays Work Order details from Fusion Service directly within Field Service, eliminating the need to switch applications.
  • Streamlines integration setup with no custom property creation, no data duplication, and minimal integration flows to maintain.
  • Enhances accuracy by presenting live Work Order data. 

Steps to Enable

For the native interaction with the Service Work Order, follow these steps:

  1. Configure pages in Oracle Fusion Field Service and select the fields from the Work Order that should be shown on the corresponding page, such as Activity Details or Start Activity.
  2. Configure the OIC flow to propagate statuses when an activity is completed correctly, the Work Order is canceled, and so on.
  3. Set the Work Order ID at the activity level when the activity and Work Order are created. This can be done using OIC or directly using APIs.

After that, fields of the corresponding Work Order will automatically show on the Activity Details page (or other configured pages). If the field is set as read-write, any data entered will be saved directly to the Work Order. Only Work Order flex fields and the Field Service Note field can be modified this way.

Tips And Considerations

  • Editable fields in Oracle Fusion Field Service include only Field Service Note and supported Descriptive Flexfields (DFFs), as these fall under the mobile worker’s responsibility. All other fields remain read-only, since they are managed by CSM users.
  • Supported DFF types (all Read-Write): Text, Number, Percentage, Date, Datetime, Checkbox, Fixed Choice.
  • Address precedence: Activity level address data is used first, with any missing fields filled from the Work Order; if no Activity address data exists, the Work Order address is used instead.
  • Search and logic usage: Work Order fields can be used in Activity Search, Work Zone Keys, Work Skill Conditions, Activity Duration Keys, and Travel Keys. For ad hoc filters, only the Work Order Reference Number is supported.