Overview of Managing Work Orders, Charges, and Billing

Service Logistics supports the following work orders:

• Generic work orders: These work orders aren't integrated with any other application. Generic work orders are enabled and ready to use in Fusion Service. Field service administrators and field service technicians can both access these work orders in Service Logistics and manage associated tasks.

• Standalone work orders: These work orders are created in Fusion Service and aren't associated with any service request.

• Oracle Field Service Cloud work orders: These work orders are integrated with Oracle Field Service and are used to synchronize with field service activities. For Oracle Field Service Cloud work orders, technicians use Field Service to schedule visits, execute the repair work, and create debrief transactions. When a technician changes the status of an activity to completed, the debrief transactions are uploaded from Field Service to Service Logistics using Oracle Integration Cloud and Service Logistics REST APIs. The transactions are then visible in the Manage Work Orders and Charges page.

• Third-party work orders: These orders are integrated with other applications such as third party or legacy applications. For third-party work orders using third-party Field Service solutions, administrators can manually create and edit debrief transactions in the Manage Charges and Estimates page. Whereas Service Logistics provides a seeded document type Service Work Order to query generic and Oracle Field Service Cloud work orders, you must set up a document type to query third-party work orders.

Let's have a look at how these work orders are managed in Service Logistics:

Generic and standalone work orders

1. The field service technician sees work orders assigned to them, but won't see unassigned work orders or work orders assigned to other field service technicians.

2. The field service technician queries the assigned work order.

3. The field service technician updates the work order status (traveling, working, on hold, complete, and so on). Note that field service administrators and technicians can access the Work Order Details page from Service Logistics and update it as required.

4. The field service technician orders parts. (See chapter 2 for details)

5. The field service technician debriefs parts, labor and expenses.

6. The field service administrator or technician reviews and adjusts the debrief and charges.

7. The field service administrator or technician adds the fixed charges.

8. The field service administrator or technician posts the charges.

Oracle Field Service Cloud work orders

1. The field service administrator primarily searches for work orders from the work area but can use other search criteria as well.

2. The field service administrator queries completed work orders.

3. The field service administrator reviews and adjusts the debrief and charges.

4. The field service administrator adds the fixed charges.

5. The field service administrator posts the charges.

Note: You can create generic and Oracle Field Service Cloud work orders as standalone work orders. The standalone work orders in this case follow the same flow as the generic or the Oracle Field Service Cloud work order.

Third-party work orders

1. The field service administrator queries third-party work orders.

2. The field service administrator creates parts, labor, and expenses debrief.

3. The field service administrator reviews and adjusts the debrief and charges.

4. The field service administrator adds the fixed charges.

5. The field service administrator posts the charges.

When charges are posted, a sales order is generated for invoicing and accounting. An SCM maintenance work order is created for costing, inventory and installed base updates.

Note: When a parts debrief line is added to the work order, an inventory reservation is created through the Inventory Reservation web service. This is to ensure that the part is reserved for a specific work order and won't show up as available in the technician's trunk stock to be used for any other task. When charges are posted, the part is issued to the maintenance work order and inventory is updated. If changes are made to the part debrief line, the reservation is also updated. If the part is no longer required, the debrief line is deleted and the reservation is canceled.

Associate projects to field service work orders:

You can opt in to the Project-Driven Supply Chain feature in your Manufacturing and Supply Chain Materials Management offering and associate project details to your field service work orders and third-party work orders. The project attributes are passed on to the SCM maintenance work order that's created when charges are posted. This integration lets you transfer the charges from work order debrief lines to the associated project as project expenditures.

In the following sections, learn how to use the various charges related pages to query work orders, add and review debrief, and manage charges.