Unified Oracle Fusion Field Service and Oracle Fusion Service Flows

Note: This capability is available in Oracle Fusion Field Service environments, as it uses the native Fusion platform and the common service data model used across other Fusion applications, including Oracle Fusion Service.

Oracle Fusion Field Service release 26A adds unified service operations that improve coordination across Oracle Fusion Service and Oracle Fusion Field Service. The solution provides real-time visibility and consistent workflows for call center agents, dispatchers, and mobile workers. This foundational capability provides direct visibility of Work Order (WO) data stored in Oracle Fusion Service within the Oracle Fusion Field Service user interface. You can 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). Simply assign a Work Order ID to an activity and configure the Oracle Fusion Field Service user interface to display the desired data, with no field synchronization or duplication efforts required. The capabilities mentioned in the Key Capabilities section are now available without OIC, while the solution remains extendable using OIC if needed.

For example, a mobile worker dispatched to a customer site for equipment maintenance can view key work order details such as, address, contact information, and asset identifiers, directly in the mobile app. Without switching to another application, the mobile worker can enter updates, such as a field note, and select custom fields, such as Equipment Accessible and Customer Signature Received, captured through configured descriptive flexfields (DFFs). This provides stakeholders with real-time context and helps mobile workers complete the job faster.
This integration ensures a consistent data model through shared Oracle Fusion objects and enables real-time updates between Oracle Fusion Service and Oracle Fusion Field Service. It reduces operational overhead by eliminating integration maintenance and monitoring tasks and simplifies adoption of future enhancements as they become available.

Key Capabilities

  • Work Orders created in Oracle Fusion Service automatically generate activities in Oracle Fusion Field Service. Multiple activities are linked to a work order.
  • Relevant Work Order fields are available natively on the corresponding Activity.
  • Updates made by mobile workers in activities are synced back in the originating Work Order where applicable.
  • Data is exchanged directly within the Fusion platform. 
     

Supported Work Order Fields and UI Permissions

Work Order Fields

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 

  • Work Order fields and Descriptive Flexfields (DFFs) in Oracle Fusion Field Service pages: Work Order fields can be added in the following activity-related screens:

    • 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 user interface.
    • All other fields are read-only.

  • Geocoding Behavior: 

When address data exists at both the Activity and Work Order levels, the application prioritizes the activity values for geocoding. If a specific address component is missing at the Activity level, the application uses the corresponding value from the Work Order.
For example, if the Activity includes Address Line 1 but the Postal Code is blank, the application uses the Postal Code from the Work Order. Geocoding uses this combined address, taking available values from the Activity first and then filling any missing fields from the Work Order.
If the Activity has no address data, the application uses the Work Order address fields (Address Line 1, City, Postal Code, State, Country) in full for geocoding.

  • Search and Logic Integration:

    Work Order fields and Descriptive Flexfields (DFFs) can now be used in the following areas. The table shows which field types are supported for each capability: 

    Activity Search

    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 Field Service
    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

  • Get all activities linked to a service work order

    • A new optional parameter svcWorkOrderId: integer is added to API GET /rest/ofscCore/v1/activities/. It allows to limit the search to the activities related to the specific Work Order (activity field svcWorkOrderId). If this parameter is specified, the parameters dateFrom, dateTo and resources become optional. All activities are returned: scheduled and non-scheduled.

    • changed validation rules of "resources", "dateFrom" and "dateTo" parameters based on presence of "svcWorkOrderId". If "svcWorkOrderId" is present then all other parameters become optional.

  • Notify service work order about activity status change
    If an activity is linked to a service work order then the work order status is updated each time the activity status is changed. The rules of how work order status is updated are defined in Oracle Fusion Service. The functionality affects only work orders with the type Oracle Fusion Field Service.

Business Benefits

  • The Unified Fusion Platform provides consistent data, streamlined processes, and a smooth user experience across applications.
  • The application displays work order details from Oracle Fusion Service directly in Oracle Fusion Field Service, eliminating the need to switch applications.
  • The integration setup requires no custom properties, avoids data duplication, and reduces the number of integration flows to maintain.
  • It improves accuracy by presenting live work order data.

Steps to Enable and Configure

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

  1. Configure Screens 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. Set the Work Order ID at the activity level when the activity and Work Order are created. This can be done using APIs.
  3. Confirm that the fields appear on the configured pages. Read/write fields save changes to the work order. Only work order DFFs and the Field Service Note field are editable.

Tips And Considerations

  • Editable fields: Only the Field Service Note and supported descriptive flexfields (DFFs) are editable for mobile workers in Oracle Fusion Field Service. All other fields are read-only because Customer Service Management (CSM) users manage them.
  • Supported DFF types (all read/write): Text, Number, Percentage, Date, Date and time, Checkbox, Fixed choice.
  • Address Precedence
    • The application uses the Activity address first.
    • If any fields are missing, it fills them from the Work Order address.
    • If the Activity address is not available, it uses the Work Order address.
  • Search and Logic
    • 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.