About the Field Service Integration Recipe
Use the Oracle Service Logistics — Oracle Field Service | Integrate Supply-Chain Data recipe as a sample for syncing technicians, parts, and inventory between Oracle Fusion and Field Service Clouds, and for generating preventive maintenance orders and configuring custom charge processing rules.
Overview
Service Logistics lets customers optimize parts logistics, source and order service parts, record costs, and invoice customers. Field Service offers time-based, self-learning, and predictive technology to dispatch field service technicians to resolve customer issues.
The Service Logistics to Field Service integration offers the following:
Field Service Technicians Download: Field service technicians are set up as person parties in Oracle Fusion Trading Community model. A field service technician usage can be associated with a person party from several Oracle Cloud user interfaces (UIs), including the Service Logistics Manage Field Service Technicians setup UI. An integration cloud service then creates the technician in Field Service if the technician doesn't exist, or updates the technician if they already exist.
Stocking Locations and Inventory Balances Download: Subinventories defined in Oracle Fusion Inventory Management can be set up as stocking locations in the Service Logistics Manage Stocking Locations setup UI. Once defined as stocking locations, these subinventories are assigned a technician type. Stocking locations can then be assigned to technicians in the Service Logistics Manage Field Service Technicians setup UI. Stocking locations hold parts inventory that technicians use when fixing customer issues. An integration cloud service then periodically syncs stocking locations and their inventory balances from Inventory Management to Field Service.
Stocking Locations and Inventory Balances Incremental Download: Instead of loading all inventory balances, which takes a long time to complete, only items transacted on the same day as the integration are loaded. This is a smaller subset of all items and runs much faster. You should set up this integration to run multiple times a day and every day of the week.
Technician Inventory Balances Download: As an alternative to the Stocking Locations and Inventory Balances download, this integration stores the inventory balances directly on the technician resource instead of the truck resource. This is a more common approach among Oracle Field Service Cloud customers. Only inventory balances in the technician's default usable stocking location, as defined in Service Logistics, are synced. This integration should only be used if the technician is assigned to only one stocking location.
Technician Inventory Balances: Incremental Download: Instead of loading all inventory balances, which can take a long time to complete, the only items loaded are those that have been transacted on the same day that you run the integration. This is a smaller subset of all items and runs much faster. You should set up the integration to run multiple times a day and every day of the week. This integration should be used if the technician is assigned to only one stocking location.
Part Item Number Download: The Supply Chain Cloud parts catalog is downloaded to Oracle Field Service Cloud, so that field service technicians know which parts they can order.
Parts Orders Integration: From Oracle Field Service Cloud, the technicians can order parts that are required for an activity or they can order parts to replenish their trunk stock. Service Logistics sources the parts and creates the transfer orders. Parts orders for an activity are also be visible through the Fusion Service work order.
Technician Receive Parts: This integration is a follow-up for the parts orders integration. It allows field service technicians to receive parts in Oracle Field Service Cloud, which were either ordered for an activity or used to replenish their trunk stock.
Preventive Maintenance Work Orders: For a customer-owned asset's preventive maintenance execution, you must convert the maintenance forecast results into service requests and work orders. You can schedule this integration to perform these tasks. Customers can configure different business rules to:
- Retrieve the work order area from the Oracle Field Service Cloud setup.
- Pass it as an input.
- Generate the preventive maintenance work orders.
Field Service Debrief Integration: Field service activities are created when a service work order is created in the Oracle Fusion Service UIs. Field service technicians use the Oracle Field Service Cloud debrief UI on their mobile devices to report:
- Labor hours recorded.
- Parts used and recovered.
- Expenses incurred on the activities assigned to them.
When the activity is completed, these debrief transactions are automatically created in Service Logistics and are visible in the Manage Charges and Estimates page. Field Service Administrators can then:
- Review these debrief transactions.
- Make any changes or corrections.
- Post the debrief transaction.
This generates a customer invoice for billing, adjusts inventory balances, updates the customer's asset configuration, and captures the cost of service.
Auto Parts Debrief: When a work order is created with the parts, the parts are automatically moved to debrief when the field service technician starts the process, which helps finish transactions.
Custom Rule Processor: Provides an option to enable a business rule while posting charges. Customers can implement a business specific rule that's configured in this integration, which acts as a post charge processing rules engine.
System and Access Requirements
You must have subscriptions to the following cloud services to implement the Service Logistics and Field Service integration using Oracle Integration:
- Oracle Fusion Service Logistics: The integration works with Oracle Fusion
Service Logistics Release 21A or later.Note: You can't get a direct subscription to Oracle Fusion Service Logistics. You must subscribe to other Supply Chain cloud products and opt-in to the Service Logistics functional area.
- Oracle Field Service Cloud: The integration works with Oracle Field Service Cloud Release 21A or later
- Oracle Integration: The integration works with Oracle Integration or Integration Cloud Service (ICS) version 20.3.3.0.0 or later
Integration Schemas
This diagram shows how information flows between Service Logistics and Field Service using the integrations in the recipe:
| From | Oracle Integration Cloud Services Flow | To |
|---|---|---|
| Service Logistics | Field Service Technicians | Field Service |
| Service Logistics | Technician Stocking Locations | Field Service |
| Service Logistics | Inventory Balances | Field Service |
| Service Logistics | Part Item Numbers | Field Service |
| Field Service | Parts Orders | Service Logistics |
| Field Service | Debrief Transactions | Service Logistics |