Unified work order flow using Oracle Fusion Field Service

For customers that run the latest Fusion-native version of Field Service (officially known as Fusion Field Service), you can now benefit from a simplified setup and management experience for field service work orders. When you create "Fusion Field Service" Work Orders, these no longer require the use of the OIC Accelerator to sync data between Fusion Service and Field Service. The Service Work Order can now have one or many Field Service Activities associated to it representing the break down of the work required to complete the scope of work defined in the work order. Data is now shared with all associated Field Service Activities and not duplicated as well as no duplication or mapping of data while setting up Fusion Service Work Orders. When technicians in Fusion Field Service view an activity, most of the data viewed is actually stored on the work order and cached down for offline access. 

Customers can now create service work orders utilizing the fully Fusion-native Fusion Field Service object model. Because no data needs to be duplicated or synced for Fusion Field Service work orders, you are not required to have Oracle Integration Cloud (OIC) to sync work orders and supporting data.  The result is overall less complexity during implementation, and less effort over time by avoiding maintenance for the OIC flows that are no longer needed.

Steps to Enable and Configure

To setup and enable Fusion Field Service Work orders:

  • Go into Fusion Setup and Maintenance and select the Service offering
  • Select Work Order functional area
  • Select the Manage Types of Work Orders
  • Click on the edit icon for the Oracle Fusion Field Service type of work order
  • Complete the setup in the guided flow
  • After completing the setup, enable Fusion Field Service Work Orders to allow agents to select when creating a work order 

Tips And Considerations

  • The Oracle Integration Cloud accelerator is no longer required for supporting the Work Order creation and update process.
  • Activity Types must be setup in Fusion Field Service then you can enable the ones you would like to make available for agents when creating a work order
  • For multi-segment work orders, the duration must be set when enabling the Work Order Activity Type
  • Work zones and work skills are managed in Fusion Field Service, mapping of data is no longer required in the work order setup
  • When a Fusion Field Service Work Order is submitted, the activity record is created in Fusion Field Service
  • Each work order can now have one or many Fusion Field Service Activities associated to it and these are visible in the work order detail page

Key Resources

Getting Started with Oracle Fusion Field Service

Access Requirements

The following roles are required:

  • Service Administrator or Customer Service Managers

  • User with the Field Service Application Administrator CRM job role for access to Fusion Field Service configuration