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 sync 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 predefined 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

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.
The field service technician queries the assigned work order.
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.
The field service technician orders parts. (See chapter 2 for details)
The field service technician debriefs parts, labor and expenses.
The field service administrator or technician reviews and adjusts the debrief and charges.
The field service administrator or technician adds the fixed charges.
The field service administrator or technician posts the charges.

Oracle Field Service Cloud work orders

The field service administrator primarily searches for work orders from the work area but can use other search criteria as well.
The field service administrator queries completed work orders.
The field service administrator reviews and adjusts the debrief and charges.
The field service administrator adds the fixed charges.
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

The field service administrator queries third-party work orders.
The field service administrator creates parts, labor, and expenses debrief.
The field service administrator reviews and adjusts the debrief and charges.
The field service administrator adds the fixed charges.
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.

How are taxes calculated?

Service charges are created when the field service debrief lines are created in Service Logistics or from an OFSC integration. Specifically, Service Logistics creates sales orders so that the estimated taxes aren't recalculated by Order Management. The official taxes are calculated in Receivables, which uses the tax determinants passed from Service Logistics to Order Management during pricing.

Note: Service Logistics uses the Get Tax Determinants Tax API (ZxApiPub.getDefaultTaxDetAttribs).

You'll define tax determinants for transactions, exemptions, products, and invoice details that Fusion Tax passes to Pricing.

Tax Determinant Inputs

Tax Determinant	Header/Line	Tax Determinant Inputs
Entity Code	Header	Order
Entity Class Code	Header	SALES_TRANSACTION_TAX_QUOTE
Entity Type Code	Header	ORDER_CREATED
Internal Organization ID	Header	The internal organization ID is the business unit on the Debrief header. Field Service: Defaults from Service work order and can't be changed. Third Party Object: Entered by user on Manage Charges and Estimates UI.
Transaction ID	Header	Debrief Header ID
Transaction Date	Header	Sysdate (today’s date)
Transaction Currency Code	Header	null
Legal Entity	Header	Business unit’s legal entity
Transaction Number	Header	Debrief Header ID
Transaction Business Category	Line	null
Transaction ID and Transaction Line ID	Line	Debrief Header ID
Line Level Action	Line	CREATE
Transaction Line Type	Line	ITEM
Transaction Line Date	Line	Sysdate
Transaction Line Currency Code	Line	null
Line Amount	Line	zero
Unit Price	Line	zero
Transaction Line Quantity	Line	quantity on debrief line
Exemption Control	Line	S (Standard)
Exemption Certificate Number	Line	null
Product ID	Line	Item ID from debrief line (parts, labor, expense, fixed charge)
Product Org ID	Line	From debrief line. Field Service/Third Party Object: Parts: Inventory Organization where parts were used from or to where they were returned. Labor, Expense, Fixed Charges: Cost organization on the Debrief/Charges header.
UOM Code	Line	Debrief line
Ship-to Party ID	Line	Customer from Debrief header
Bill-to Party ID	Line	Customer from Debrief line (or header)
Ship-to Party Site ID	Line	Field Service: Service address from Debrief header
Bill-to Party Site ID	Line	null
Ship-to Account Site Use ID	Line	null (as ship-to account isn't captured)
Bill-to Account Site Use ID =	Line	Derived from account and bill-to address (account site) entered on the debrief line (or header) and the usage bill-to.

Example: Tax Determinant Output Passed from Fusion Tax to Pricing

Tax Determinants	Example	Tax Determinant Type
Taxation Country	United States	Transaction
Document Fiscal Classification (Document Subtype), such as accounting, taxable goods, standard taxable services	Document subtype: null (accounting, taxable goods, and standard taxable services)	Transaction
First Party Tax Registration, based on registration type, legal reporting unit, tax regime code, tax	4567890 (registration type, legal reporting unit, tax regime code, and tax)	Transaction
Third Party Registration Number	null	Transaction
Transaction Business Category, such as intercompany transaction, trade management	Sales Transaction (Intercompany, Transaction, Trade Management)	Transaction
Tax Classification Code, such as AT VAT standard rate, AT VAT zero rate	VAT20 (VAT Standard Rate, AT VAT Zero Rate) - appears in Pricing Components UI	Transaction
User Defined Fiscal Classification	null	Transaction
Tax Exemption, such as standard or exempt	Standard (Standard or Exempt)	Exemption
Tax Exemption Reason Code, such as hospital, manufacturer, resale, education	null (hospital, manufacturer, resale, education)	Exemption
Tax Exemption Certificate Number	null	Exemption
Product Category, such as cargo transport, professional services, services, software maintenance	null (cargo transport, professional services, services, software maintenance)	Product
Product Type, such as goods (parts and fixed charges) or services (labor and expenses)	Goods (parts and fixed charges) or Services (labor and expenses)	Product
Product Fiscal Classification	-	Product
Intended Use	CPO-INTD1	Product
Tax Invoice Number and Date	null	Tax Invoice Details

Note: Once charges post, they can't be edited.