Defining Customer Program Service Order Management Options

Service order management options used with customer program management include the following:

• Service Order Field Activity Types
• Field Task Types
• Customer Program Service Task Types
• Communicating with the Field Work System

Service Order Field Activity Types

A single service order field activity type must be configured to support communication with external field work systems such as Oracle Fusion Field Service. Service order activity types should be assigned to the “Field Activity” Activity Type Category and should be created using the Field Activity Type (D1-FieldActivityType).

See Understanding Service Order Field Activity Types and Configuring Service Order Field Activity Types for more information.

Field Task Types

A service order field activity’s field task type defines details about the type of task to be performed and how the system will process the activity.

Field task types are defined using the Field Task Type (D1-FieldTaskTypeLookup) extendable lookup.

Field task types are used in the Field Task Type drop-down in the Setup Action Details section of the service task type when using service order management (see Understanding Customer Program Service Task Types).

The following pre-configured field task types are used with Customer Program Management:

• Exchange Controllable Device (X1-ExchangeControllableDevice)
• In Home Energy Assessment (X1-InHomeEnergyAssessment)
• Install Controllable Device (X1-InstallControllableDevice)
• Investigate Controllable Device (X1-InvestigateControllableDevice)
• Remove Controllable Device (X1-RemoveControllableDevice)

Where applicable, these field task types have completion events defined as Completion Events When Successful, meaning those completion events are created and processed is the field work is completed successfully.

See Understanding Field Task Types and Configuring Field Task Types for more information.

Note: Customer Program Management does NOT use Service Order Activities (also referred to Orchestration Activities such as Enable Service, Disable Service and so on). Instead customer program management service tasks create service order field activities.

Customer Program Service Task Types

When using Service Order Management for customer program field activities, customer program service task types should be configured to use the following settings:

• Setup Action: Create Activity
• Activity Type: The service order field activity type created for service order management (see Service Order Field Activity Types).
• Field Task Type: The specific field task type, based on the service task (see Field Task Types).

See Understanding Customer Program Service Task Types for more information.

Communicating with the Field Work System

Communication with the field work is supported via outbound messages and inbound web services.

Outbound Messages

Outbound messages are created by the Create Outbound Message for Activity Add (D1-COUTMSG) algorithm on the "Awaiting Response" state of the outbound communications. This uses the Field Activity processing role defined on the external application. These outbound messages contain the customer and program information from the service order field activity that created the outbound communication.

See Outbound Messages and Service Order Management External Applications for more information.

Inbound Web Services

Upon completion of the field work, the field work system can use the Mobile Activity Completion (X1-MblActCom) inbound web service to send an inbound communication containing details of the completed work. The message sent to the inbound web service must contain the customer and program information sent in the original outbound communication and message.

See Inbound Web Services for more information.