Cloud Readiness / Oracle Field Service
What's New
  1. Update 19C
  1. Revision History
  2. Overview
  3. Feature Summary
    1. Administration
        1. Removal of Legacy Access to API
    2. Android and iOS Applications
        1. Disable Route Activation if Geolocation Is Not Enabled on Device
    3. APIs
        1. OAuth2 Token Service Compliance
    4. Collaboration
        1. Field Collaboration User-Interface Improvements
    5. Communication
        1. MD5 Authentication Support Removal for Delivery Channels
    6. Core Application
        1. Dashboard Tiles – Resize Option
        2. Estimate Travel Time to First Activity Using Real-Time Data
        3. Groups and Favorite Resources Improvements
        4. Inventory List Improvements
        5. Localization of Biometric Messages and Support of Face ID
        6. Search Preferences Improvements
        7. Segmentable Activity and Extended Duration Support
    7. Integration
        1. Sample Reports and Dashboards in Oracle Analytical Cloud
    8. Routing
        1. Improve Routing on Mobility
        2. Scheduled Immediate Routing
        3. Segmentable Activities Assignment Using Bulk Routing

Update 19C

Revision History

This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:

Date Feature Notes
30 JUL 2019 Inventory List Improvements

Updated document. Revised feature information.

19 JUL 2019   Created initial document.

Overview

This guide outlines the information you need to know about new and improved functionality in Oracle Field Service Cloud Update 19C. Each section includes a brief description of the feature, the steps you need to take to enable or begin using the feature, any tips or considerations that you should keep in mind, and the resources available to help you. For a listing of browsers supported by Oracle Field Service Cloud, log in to our support site and access Answer ID 8215.

Oracle Field Service Cloud Best Practices Guide: Please be sure to download our Oracle Field Service Cloud Best Practices Guide found on the Oracle Service Cloud Support Portal Answer ID 8215 (requires a login). This book contains many helpful hints and suggestions to help you improve and get the full benefit from your Oracle Field Service Cloud subscription.

ANNOUNCEMENTS FOR THIS UPDATE

  1. As a reminder, the Legacy API Authentication option in the User Type screen was deprecated with the 18D (November 2018) Update. Customers are advised to use the Client_ID/Secret Authentication and OAuth2 supported by both REST and SOAP APIs. These options can be configured using the Configuration - Applications option. The Legacy API Authentication option will be removed with this Update - that is the 19C (August 2019) Update. To ensure your integrations continue to operate after the 19C (August 2019) Update, we strongly encourage you to migrate to the Client_ID/Secret Authentication and/or OAuth2 within the coming weeks if you have not already migrated.
  2. MD5 authentication support, used by SOAP APIs, was deprecated in the 17.2 (February 2017) release and will be removed with the August 2019 (19C) release. Customers are advised to use SHA256 for secure authentication. We strongly encourage you to perform this update within the coming weeks if you have not already migrated.

  3. The Activity Management and Resource Management SOAP APIs will be removed with the 20A (February 2020) Update. If you have not already migrated to the REST APIs, we strongly encourage you to migrate to them between now and January 2020.

  4. We have pushed the removal of Core Manage to the August 2020 Update. In preparation for migrating to the Core Application, we strongly encourage you to begin configuring the Application Screens between now and June 2020 for each User Type in your configuration. This will ensure that you are prepared for the removal of the Legacy Core Manage screens with the 20C (August 2020) Update.

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Feature Summary

Column Definitions:

Report = New or modified, Oracle-delivered, ready to run reports.

UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.

UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.


Customer Action Required = You MUST take action before these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.

Ready for Use by End Users
(Feature Delivered Enabled)

Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features.

Customer Must Take Action before Use by End Users
(Feature Delivered Disabled)

Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing.

Feature

Report

UI or
Process-Based:
Small Scale

UI or
Process-Based:
Larger Scale*

Customer Action Required

Administration

Removal of Legacy Access to API

Android and iOS Applications

Disable Route Activation if Geolocation Is Not Enabled on Device

APIs

OAuth2 Token Service Compliance

Collaboration

Field Collaboration User-Interface Improvements

Communication

MD5 Authentication Support Removal for Delivery Channels

Core Application

Dashboard Tiles – Resize Option

Estimate Travel Time to First Activity Using Real-Time Data

Groups and Favorite Resources Improvements

Inventory List Improvements

Localization of Biometric Messages and Support of Face ID

Search Preferences Improvements

Segmentable Activity and Extended Duration Support

Integration

Sample Reports and Dashboards in Oracle Analytical Cloud

Routing

Improve Routing on Mobility

Scheduled Immediate Routing

Segmentable Activities Assignment Using Bulk Routing

Administration

Removal of Legacy Access to API

Earlier, users could access API functionality with their login and password. This feature was deprecated in Update 19A. Now, the ‘Allow legacy access via API using user login and password’ setting is removed from the General tab of the Configuration, User Types screen. Any existing associations of User Type and Applications are also removed.

We recommend that you use the Client_ID/Secret authentication or OAuth 2.0 authentication. You can configure these options using the Configuration, Applications option.

To ensure that your integrations continue to operate after Update 19C (August 2019), we strongly encourage you to migrate to the Client_ID/Secret authentication or OAuth 2.0 authentication between now and the end of July 2019. If you are using a SOAP API, you must replace the login with the Client ID and the password with the client secret when generating the user node.

To replace the login credentials, follow these steps.

  1. Open the Configuration, Applications screen.
  2. Replace the existing user ID and password with Client ID and Client Secret (Note: The "Client ID / Client Secret can be viewed under the checked 'Authenticate using Client ID/Client Secret' check box in the Configuration -> Applications Screen).

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

Android and iOS Applications

Disable Route Activation if Geolocation Is Not Enabled on Device

You can disable the ability to activate the route if the resource is not sharing their location with the 19C update. This is configurable using the new option Disable route activation if geolocation is not enabled on device within the Enable GPS Telemetry option under Permissions section.

Permissions Section

By default, this option remains unselected. If selected, you cannot activate/reactivate a route using the web browse or Installed Application when the location services (GPS) option is not active. In such a case, you should enable the location services from the device settings.

ANDROID DEVICES

If you have installed the Mobile application on android device, a notification appears on the device screen:

Notification on Android Device

You can enable the location services by clicking the Enable Now button.

IOS DEVICES

If you have installed the Mobile application on an iOS device, a notification appears on the device screen:

Notification on iOS Device

You must follow the instructions displayed on the screen to enable location services.

Steps to Enable

To enable or disable activation or reactivation of the route for a user type, follow these steps:

  1. Click the Navigation button and select Configuration.
  2. In the Configuration page, select User Types.
  3. In the User Types configuration page, select the desired user type.
  4. Check the Enable GPS Telemetry in Mobility check box under Permissions section.
  5. To disable route activation, check the Disable route activation if geolocation is not enabled on device check box. This indicates that the route is not activated. Location services are turned off on the device.
  6. When you log into Oracle Field Service Cloud and try activating the route, you will see a warning message to enable location services first.

Warning messages are as follows:

  • Browser:
    • Error Message: Route Activation requires your location.  
    • Action: Enable location sharing on your device. Once enabled, refresh the browser page and “allow" location access when requested.
  • iOS app: :
    • Error Message: Route Activation requires your location.  
    • Action: Enable location access in your iOS settings. To enable location services, navigate to Device Settings, Privacy, Location Services 
  • Android app:
    • Error Message: Route Activation requires your location.  
    • Action: Click the Enable Now button to turn on location services.

Key Resources

APIs

OAuth2 Token Service Compliance

Starting with Update 19C, a new endpoint (/rest/oauthTokenService/v2/token) is added to the OAuth2 Token Service API. The new endpoint returns the access token in the access_token field in compliance with the RFC 6749 - The OAuth 2.0 Authorization Framework standard.

The new endpoint allows integrators to use OAuth2.0 - compliant tools and libraries. For example, the integrators can use the third party tool Postman for OAuth2.0 authentication with the new endpoint.

NOTE: The token service endpoint /rest/oauthTokenService/v1/token is available for compatibility with the existing integrations.

GET AN ACCESS TOKEN

/rest/oauthTokenService/v2/token

This operation authenticates the calling application and retrieves the access token.

The following request parameters are supported:

  • Assertion (string): The JWT assertion token. This field contains the assertion token only when the grant_type is 'urn:ietf:params:oauth:grant-type:jwt-bearer'. The JWT assertion token structure is as follows:
    • Header: The header should contain 'alg' field set to 'RS256'. For example, { "alg" : "RS256" }.
    • Payload: The payload should contain the following fields:
      • "iss" - the name of the person who issued the assertion token. This field is only for information/logging purposes and is not used for validation.
      • "aud" - the audience for the assertion token. It is a string composed of three parts delimited by colon. The first part of the string is always 'ofsc', the second part is the Oracle Field Service Cloud instance name, and the third part is the Application ID. For example, "ofsc:bestcustomer:best_mobile_app".
      • "sub" - the subject of the assertion token. It can either be equal to "aud" (if we perform the call as application, not as an Oracle Field Service Cloud user), or it can be equal to the "login" field of an Oracle Field Service Cloud user that you want to authorize to call the REST APIs.
      • "iat" - the UNIX timestamp when the assertion was issued.
      • "exp" - the UNIX timestamp when the assertion expires. The "exp" time should be kept short, for example, a minute or a few minutes.
  • grant_type (string): The type of the authentication. The allowed values are:
    • 'client_credentials' - HTTP Basic authentication is used to authenticate the calling application. The 'client_id' and 'client_secret' are used as the credentials.
    • 'urn:ietf:params:oauth:grant-type:jwt-bearer' - JWT Assertion token is used to authenticate the calling application.
  • ofsc_dynamic_scope (string): The value of this parameter adds an additional claim to the access token returned in response with the same name and value. The 'ofsc_dynamic_scope' parameter and the claim have the URL format with optional query parameters. The claim applies the following restrictions to the requests:
    • endpoint: OFSC REST API rejects the token with HTTP 401 status code, if it is used to call a different endpoint other than the one specified in 'ofsc_dynamic_scope' claim.
    • query fields: OFSC REST API rejects the request with HTTP 401 status code, if the request URL does not contain all the query parameters specified in the 'ofsc_dynamic_scope' claim.
    • query values: OFSC REST API rejects the request with HTTP 401 status code, if all the query parameter values specified in the request URL do not match the query parameter values of the 'ofsc_dynamic_scope' claim.

The following information is returned in the response:

  • access_token: The access token.
  • token_type: The type of the assertion token.
  • expires_in: The validity of the access token in seconds.

cURL COMMAND EXAMPLE

curl -X POST -u '<CLIENT-ID>@<INSTANCE-NAME>:<CLIENT-SECRET>' -d 'grant_type=client_credentials' 'https://api.etadirect.com/rest/oauthTokenService/v2/token'

Example Response

Here's an example of the response body in JSON format.

{

"access_token": "eyJ0eXAiOiJKV1QiLCJhbGciOiJSUzI1NiJ9.eyJhdWQiOiJvZnNjOkluc3RhbmNlTmFtZTpDbGllbnRJZCIsImlzcyI6Im9mc2M6SW5zdGFuY2VOYW1lOkNsaWVudElkIiwic3ViIjoiQ2xpZW50SWQiLCJzY29wZSI6Ii9yZXN0IiwiaWF0IjoxNTU5ODQxOTQ2LCJleHAiOjE1NTk4NDU1NDZ9.hazVbRAmxnkzcui46Ilt5hih-C-5qn0qe1dqDA4a2hVcmJ3JrDkm7subI1PmWK2L1XBC9S5_sRqFqmpbUkAK8X2Wf-5I1FPIjzmyZ5dbTKn6VQhiaxX6CbFbc6dxzbYw-bAf46kEXMvQde0Fh8xMhp-d09eJCxuXxxsjUOiTSfVtYlZ4h-k4Q8HGACHklxhQA2SSR71wi4nqqThbdjS74rrGI1jQd3gMTq5mRoqLaFG63pC8bdzksFfq2xa6G7u1VLNyWD2pHjfEMGQ0RlcS7p5hIEQ-Zw_LZzBLRCHVbFxhQ3JPAI4ijKyAHQPATxJcagB97KAtbt71aUa_Qmy98w",

"token_type": "bearer",

"expires_in": 3600

}

Steps to Enable

Review the REST service definition in the REST API guides, available from the Oracle Help Center > your apps service area of interest > REST API. If you're new to Oracle's REST services you may want to begin with the Quick Start section.

You should have administrator privileges to enable OAuth2 token service.

Key Resources

Collaboration

Field Collaboration User-Interface Improvements

The Collaboration user interface in Core Application and Mobility supports the following features:

  • URL Support in the collaboration message window
  • Read/View the entire message using an automatically expanding / contracting message window.
  • New message indication in collaboration icon.

URL SUPPORT IN THE COLLABORATION MESSAGE WINDOW

Earlier, the URLs sent in the Collaboration window appeared as normal text to the receiver. Starting 19C, the URLs appear as hyperlinks (only http/https), using which the receiver can navigate to respective webpages. 

Accessible URLs

MESSAGE READABILITY IMPROVEMENT FROM COLLABORATION WINDOW

The user can now read the entire message from a Collaboration window easily. The Collaboration window expands and contracts automatically and provides an option to scroll up and down in the window.

Collaboration Window Showing Message

HIDE UNREAD NOTIFICATIONS

The Collaboration icon is highlighted with new message count, only in case of new messages.

Unread Notification Icon

Currently the Collaboration icon always shows the count of unread messages.  This behavior have been improved in 19C to show new messages/chats. 

  • When a new message arrives, the Collaboration icon will show the count of new messages across all chats.
  • The counter notification in Helpdesk window will also be displayed when a new message arrives on a Helpdesk chat. This will disappear upon accessing the Helpdesk chat window.
  • When user logins/refreshes their browser, the unread counter will be the total number of unread messages in across all chats.
  • When a Helpdesk operator transfers a chat to same Helpdesk or to any other Helpdesk in which they are a member, the transferred message will be treated as a new message and will be displayed in the Helpdesk window.

Helpdesk Window Showing Unread Count

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

Communication

MD5 Authentication Support Removal for Delivery Channels

From Update 19C onward, the Disable Weak Password option is removed for delivery channels and the SHA256 algorithm is used for secured authentication.

  • If the delivery channels of clients are configured with the Weak Password Hashing (MD5) algorithm for Outbound API integrations, then the integrations will now use the SHA256 algorithm for secured authentication.
  • If the delivery channels of clients are not configured with the Weak Password Hashing (MD5) algorithm for Outbound API integrations, then the integrations will not be impacted.

Steps to Enable

You don't need to do anything to enable this feature.

Core Application

Dashboard Tiles – Resize Option

You can resize the dashboard tiles using the resize handler at the tiles level in the dashboard. You can use the resize handler to increase or decrease the size of the dashboard tiles based on the requirement.

Resize Chart in Dashboard

You will find this option only when the dashboard page is in the Configure current dashboard mode. When you resize the chart tile, all the dashboard components such as charts, icons, legends, tiles, and other labels are resized accordingly. 

You can notice that the chart caption is appended to the title of the chart after resizing as shown below:

Resize Caption

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

Estimate Travel Time to First Activity Using Real-Time Data

Starting with Update 19C, travel time between the field resource's current location and/or Start Location to the first activity in the route for current day will be updated with real-time travel information, when available, for subscribers of Oracle Field Service Cloud Enterprise with Google Maps.

Travel time to the first activity in the route is updated when the users activate their own route from Mobility or Installed Application for subscribers to Oracle Field Service Cloud with Google Maps. When a user activates their own route from Mobility or Installed Application, the system will attempt to obtain real-time traffic data to update travel time to the first activity in route for current day if these conditions are true:

  • the first activity has resolved coordinates that were provided (by the customer/integration) with the activity creation
  • Calculate travel parameter in the Configuration, Activity Types, Features is enabled for this type of activity
  • travel time to the first activity is totally or partially included into working time for Resource type (navigate to Configuration, Resource Types, Travel allowance)
  • users activate their own route from mobility or an Installed Application

NOTE: If the resource's position is not gathered immediately, the Start Location coordinates of the resource will be used (only if the Start Location is defined and coordinates are available). This feature is not available for the resource type - Contingent Worker.

Steps to Enable

To enable this feature, select the Use real-time traffic data check box on the Configuration, User Types, screen, Permissions section.

This feature is not available for Contingent Workers. (To change the resource type, navigate to Manage, Configuration, Resource Types screen and clear the Resource is a Contingent Worker check box.)

Key Resources

Groups and Favorite Resources Improvements

Starting with update 19C, the Dispatch Console screen allows you to create groups with the required resources, rename groups, or delete them from the main resource tree. You can see all the created groups at the top of the resource tree, to have quick access to needed resources. All such groups are marked with stars.

Users can perform the following tasks from the Dispatch Console screen:

  • Manage resources in a group the same way as they were doing in the main tree
  • Click a group to view all the resources present in the group on Time and List view
  • Use the Actions button that becomes available when clicked on a particular resource in a group
  • Extend buckets and organization units in a group to see containing resources of this level
  • Assign activities, as usual, move resources between business levels, create team work, search and filter resources, etc.

This image shows the Dispatch Console screen:

Dispatch Console Screen

The groups created on the Dispatch Console screen become available on other screens of Oracle Field Service Cloud Core application such us Manage, Calendar, and Map.

NOTE: This functionality is only available in the Core Application.  If you used 'Favorites' functionality in Core Manage prior the 19C update, the 'Favorites' group will be available on the Dispatch Console at the top of the tree marked with the star post the 19C update. This group can be update with new resources, renamed or deleted. Changes to the group will be synchronized in Core Manage, but other groups will not be available in Core Manage.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

CONFIGURE GROUPS

To configure groups, follow these steps:

  1. Navigate to Configuration, User types screen.
  2. In the User types screen, open the Resource hint context layout.
  3. Add the Add to Group button to be able to add resources to groups.
  4. Add Remove from Group button to be able to remove resources from groups.

CREATE A GROUP WITH RESOURCES

To create a group with resources, follow these steps:

  1. Define the resource that you want to be in a new group.
  2. Click to open resource hint.
  3. Click the Add to group button.

Resource Hint Showing Add to Group Link

  1. Select the New group option and enter the name of the group.

Add to Group Dialog Showing New Group Field

The field name of the new group is pre-populated while adding an OrgUnit or a Bucket. Use it to avoid extra clicks if you create a group with only one OrgUnit or Bucket.

  1. Click Save.

ADD A RESOURCE TO AN EXISTING GROUP

To add a resource to an existing group, follow these steps:

  1. Define the resource that you want to be in a new group.
  2. Open the Resource hint context layout structure screen.
  3. Click the Add to group button.
  4. Select an appropriate group and click Save.

RENAME A GROUP

To rename a selected group, follow these steps:

  1. Click a group to open the group hint.
  2. Click Rename group.
  3. Change the group name and click Save.

Rename Group

DELETE A GROUP

To delete a selected group, follow these steps:

  1. Click a group to open the group hint.
  2. Click 'Delete group'.
  3. Confirm your decision.

Delete Group

NOTE: The Dispatch Console screen allows working with all groups simultaneously. The Manage screen lets users to switch between groups.

If a group contains more than 50 resources, the Manage screen shows only first 50 resources of the group.

Key Resources

Inventory List Improvements

Earlier, inventory details were displayed in the form of a list on the Inventory tab. Starting with Update 19C, inventory details are displayed as tables and are displayed differently when viewed on a desktop than when viewed on a mobile device.

INVENTORY SCREEN

The Inventory screen displays the serial numbers of the equipment that is either installed at the service address or required to complete the activity. Dispatchers can use this screen to change equipment on behalf of a resource working at the service location.

The display of information on the Inventory screen depends on your device. If your device’s screen is wider than 1024 pixels, the inventory details display as a table:

Inventory Screen

On the devices that are smaller than 1024 pixels, the inventory is grouped and collapsed.

Inventory List

The Required Inventory section always displays first on the Inventory screen. There is no configuration required for it. The remaining inventory items display below the Required Inventory section. You must configure the data that you want to view in this section, using the Inventory Identifiers Context Layout Structure screen. On mobile devices, if there is more than one item, inventory items are grouped by inventory type. An inventory group is collapsed, if there are more inventory items than set on the User Options, Mobile Inventory Count setting.

Steps to Enable

You must configure the Inventory identifier Context Layout Structure screen to suit your business requirements.

  1. Click Configuration, User Types.
  2. Select the User Type for which you want to configure the Inventory identifiers screen.
  3. Expand Application screens and click Inventory identifier. The Inventory Identifier Visual Form Editor appears.
  4. To add a new column to the inventory table, add a new property.
  5. Click Add new visibility and add rules to hide or show the columns.
  6. Change the order of properties to the order in which you want to display the columns of the table. The columns are added to the inventory table.
  7. Click X or Close. These rules apply to the columns that you configure here:
  • The columns of the table do not support custom styles.
  • The column order corresponds to the order you have configured here.
  • If a column name is longer than the column width, then the full name shows as a tooltip.
  • If there are more columns than can be shown on the screen, the horizontal scroll bar appears.
  • By default, Quantity is shown as the extreme right column and is fixed on the right side of the screen, if there is a scroll bar.
  • Required inventory displays first with the columns Inventory type, Inventory Model, Missing Quantity, and Quantity. You cannot configure the columns for this section.
  • Pool statements are expanded by default and saved after you collapse or expand them.
  • You can hide the columns using the visibility conditions on the 'Inventory identifier' context layout, if there is no value.
  • You can click the Inventory rows to view the inventory details.
  • Minimum width of a table is 1024 pixels. Each column has a limited width.

After saving this configuration, you can click an inventory row on the Inventory screen and open the inventory details.

Key Resources

Localization of Biometric Messages and Support of Face ID

This feature is available for the user’s selected language when using the iOS installed application. You can log in to the Installed application using the Face ID recognition rather than providing username and password for each login. As of now, this option is available only for iOS users.

LOCALIZATION OF BIOMETRIC MESSAGES

The messages and buttons displayed on the Biometric ID (fingerprint) screen are translated and localized to all the supported languages. This feature is available for iOS users depending on the settings made by the user.

FACE ID (BIOMETRIC) AUTHENTICATION

The user has an option to use Face ID (biometric) authentication to log in to the Installed application. The following devices support this feature:

SUPPORTED IPHONE MODELS

  • iPhone XS Max
  • iPhone XS
  • iPhone XR
  • iPhone X

SUPPORTED IPAD MODELS

  • iPad Pro 12.9-inch (3rd generation)
  • iPad Pro 11-inch

NOTE: The feature aligns with Apple's Support policy found on https://support.apple.com

ENABLE FACE ID AUTHENTICATION

The user should select the Enable Face ID option available under the "Remember user name on Login screen or use Biometrics ID" option.

To disable the feature, clear the Remember user name on Login screen or use Biometrics ID selection on the Display screen.

HOW THE FACE ID AUTHENTICATION WORKS?

On the Login screen, user has the option ‘Enable Face ID’. If the user selects the option and confirms the permissions to use this feature, the application starts detecting the user’s face.

Detect Face ID

If the user’s face recognition fails, an appropriate message displays. User may cancel the process or try again.

Retry Face ID Login

After successful face recognition, the user is logged in to the Installed application. User’s password is saved to secure device storage and protected by Face ID.

USING FACE ID AUTHENTICATION

When a user enables the Face ID authentication and manages to sign in successfully in the previous session, the Face ID authentication detects the user’s face and if the user has saved password in the previous session, the same password is used for authentication. When the user logs out of the Installed application, the Face ID dialog is displayed to allow the user to log in again.

Face ID Authentication

CANCELING FACE ID AUTHENTICATION

When a user saves the password using the Face ID authentication and does not want to use it for future logins, the Face ID authentication can be canceled by not showing the face in front of the mobile device’s camera. When the user’s face is not authenticated, the user will be prompted to authenticate the face again or cancel the Face ID authentication.

OFFLINE RE-AUTHENTICATION

Sometimes, the Installed application may periodically require the user to login again. This could happen even if the user is online or offline. If user has Face ID enabled, it can be used for re-authentication.

Steps to Enable

To configure Face ID authentication, follow these steps:

  1. Select Display from the Configuration screen.
  2. In the Display screen, select the Remember username on Login screen or use Biometrics ID option and save changes.

Key Resources

Search Preferences Improvements

Earlier, when you selected a value for the Date field in the Search Preferences dialog, it was applicable only for the current session. The value was reset when you logged out. Starting with 19C, the value you select for the Date field is saved and retained even after you log out and log in again. If you do not select anything, the default value, ‘Starting from today’ is applied until such time you change it to something else. This image shows the Search Preferences dialog:

NOTE: Searching through a long time in the past, especially without restrictions may have an impact on the performance of search.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

Segmentable Activity and Extended Duration Support

Earlier, the term ‘multi-day activity’ was used to identify activities that can be carried over to the next day, or the activities that can be split into segments and managed individually. Now the term ‘multi-day activity’ is deprecated and the term ‘segmentable activity’ is used.

The Activity type feature "Multi-day activity" is has been changed to "Enable segmenting and extended duration". It is intended to be used for field work that must be split into segments before scheduling and assigning them to technicians. That could be work within the same day or extended duration work (work durations lasting more than 24 hours) that span multiple days. The Technicians' work allows to plan the coming work-stack in terms of individual segments for a given segmentable activity.

A segmentable activity is a complex task that is segmented to be scheduled in parts. Each part is represented by individual segments that you can run for a single day work or multiple days’ work. Oracle Field Service Cloud automatically splits the segmentable activity into segments as soon as scheduling happens and segment duration rules applied.

The extended duration support allows a segmentable activity to have a total duration of Individual segments longer than for regular activities and allows to schedule its individual segments across multiple days (used when the total duration of the activity will be more than 24 hours). If you expand the Enable segmenting and extended duration section in the Add Activity Type window, you can see these properties that control the duration limits for segments:

  • Minimum segment duration for a single day <> minutes  
  • Maximum segment duration for a single day <> minutes

NOTE: These fields allocate the defined durations across one or more segments created in a single day.

When you drag a segmentable activity to a Technician's today's route, it triggers individual segment creation and duration adjustment, and recalculation of the Technician's today route according to the existing constraints. We recommend that a technician starts today's activities (in particular, today's individual segments) on time to assure both segment duration and order are kept optimized in that route.

The updates of properties relevant for duration such as activity duration and resource preferences trigger recalculation of individual segments; custom property updates do not trigger recalculation. Recalculation applies from the assignment time (not from resource current time).

Segment duration is chosen such a way to have an overall optimization taking into account various constraints and aspects. For example the presence of other pending ordered and non-ordered activities in the route as well as their service windows, time slots and SLAs.

IDENTIFY SEGMENTABLE ACTIVITIES

When working with segmentable activities in unified Mobility user interface, you can identify a given activity that has segmenting and extended duration support enabled from these elements:

  • Activity hint, details, links
  • Messages and warnings for example Group action is not allowed for segmentable activity type
  • Segment and activity completion modal windows for example segmentable activity is finished check box

With update 19C, the non-scheduled part of segmentable activity and any emerging or outstanding work in this particular segmentable activity has its assignee. For example, when a segmentable activity is visible in the non-scheduled pool, it appears in the Dispatch console resource tree for such an assignee, even if its scheduled segments are assigned to other resources.

To change the assignee to another resource (or bucket), a Dispatcher may:

  • Drag a segmentable activity into the non-scheduled pool of the destination resource or bucket. The Move confirmation window with the Reassign segmentable activity option prompts you to confirm the assignment and activity that remain non-scheduled..
  • Drag a segmentable activity or an Individual segment into the route of the destination resource (or bucket) and selecting the Generate all segments starting from ... option.

NOTE: The Create segments only for ...  option in Move action does not change the target assignee of Non-scheduled and emerging part of segmentable activity.

You can notice these user interface changes:

  • References for Multi-day activity will now show as Segmentable activity.
  • The Activity Segmentable? option in Message blocking condition now replaces the Activity Multi-Day? option.

To enable segmentation capability in an existing activity type, follow these steps:

  1. Navigate to Configuration, Activity Types to open the Activity Types screen.
  2. Select an existing activity type, and click Modify.
  3. In the Modify Activity Type window, you must select the Enable segmenting and extended duration check box.

Alternatively, you can select the Enable segmenting and extended duration check box in the Add Activity Type window to enable segmentation capability when you create a new activity type.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

Integration

Sample Reports and Dashboards in Oracle Analytical Cloud

With update 19C, Oracle Field Service Cloud-Oracle Analytical Cloud integration offers new sample reports, data visualization (DV) projects, and dashboards as reference. These reports and dashboards help you learn how to use Oracle Field Service Cloud raw data in Oracle Analytical Cloud. You can generate reports using Oracle Analytical Cloud analytics and Data visualization tools to get different insights about your business.

This feature allows you to enhance the current sample data models and reports from Oracle Technology Network (OTN). These objects are shared and available for your use. As part of this release, Oracle Field Service Cloud offers:

  • Sample data models including daily and real-time fields
  • XML file configuration that defines those configurations that you require to work with the sample data models and reports in Oracle Field Service Cloud
  • Sample reports and dashboards generated using Oracle Analytical Cloud analytics and Data visualization tools
  • Sample DV projects

You can download these objects from Oracle Technology Network and use them as reference. You can download and use these reports and dashboards in Oracle Analytical Cloud using Oracle Field Service Cloud data. You can also leverage the sample data set to create and consume models on your own.

NEW REPORTS IN ORACLE ANALYTICAL CLOUD

As part of Oracle Field Service Cloud-Oracle Analytical Cloud integration, new reports and DV projects are available as a reference in Oracle Analytical Cloud,

  • Activities Scheduled vs Completed Report

This example report shows how activity attributes such as Status can be presented with different analytical perspectives in Oracle Analytical Cloud. Activities Scheduled vs Completed report displays the comparison of activities with status Completed against activities with status Scheduled in Oracle Field Service Cloud:

Activities Scheduled vs Activities Completed Report

COLLABORATION CHARTS

In Oracle Field Service Cloud-Oracle Analytical Cloud integration, Collaboration is a real time entity. You can use Collaboration charts to understand how to use real-time entities in Oracle Analytical Cloud to get different analytics on Collaboration.

  • Average Waiting Time in Help Desks

This example is an analysis to determine the waiting time for chats- how long technicians/users have to wait at a help desk for operator assistance.

Average Waiting Time in a Help Desk

  • Who Is Chatting with Whom More

This chart is an example displaying information about top 5 users with whom a specific collaboration user is interacting with, in terms of number of chats initiated with another user.

Collaboration: Chat Report

Such analytics help organizations take decisions on how to optimize Collaboration usage within the organization.

DATA VISUALIZATION GRAPHS

As part of Oracle Field Service Cloud-Oracle Analytical Cloud integration, data visualization graphs are available as a reference in Oracle Analytical Cloud. Oracle Data visualization (DVCS) is an advanced visualization tool that helps you gain new insights through visual analysis. DVCS provides an easy and automatic data blending technique that allows you to combine data from a variety of sources — Oracle and other SaaS applications, on-premises systems, external sources, and personal files.

  • Average Travel Time By Location

Here is an example of how you can perform geospatial analysis in Oracle Analytical Cloud using Oracle Field Service Cloud data. This visualization provides an insight about average travel time in selected regions. You can see the activity locations (city and states) and the average travel time in each location from the Map view.

Average Travel Time By Location Report

  • Compliance Analysis

This report provides a comparison of the activities completed late versus the total activities scheduled in a region. You can use such analysis to measure activity time performance of different business regions of your organization.

Activities Completed Late vs Total Activities Scheduled Report

EXISTING BICS SAMPLE REPORTS

As part of Update 19C, the existing sample reports of BICS are made available for Oracle Analytical Cloud too. The sample reports include these charts:

  • Activity By Activity Type

Amount of Work By Work Type view shows the total number of activities by work type for a resource for the month. You can see the most active job types for the month.

Activity By Activity Type Chart

  • Activity Region Wise Distribution

This example displays the region-wise distribution of active jobs for the selected month:

Activity Map View

  • Technician Overview

This example gives an over view about the technicians with their route start time, end time, job duration, and travel time.

Technician Overview

  • Oracle Field Service Cloud-Tiles

This example provides a company-wide snapshot view of the number of resources, number of work orders, number of completed jobs, number of canceled jobs, and work orders per technician.

ORACLE FIELD SERVICE CLOUD SAMPLE DATA MODELS

You can use the Data Modeler in Oracle Analytical Cloud to model Oracle Field Service Cloud data in a way that reflects the structure of your business. You can use the sample data model as a quick start reference to build complex business data models in Oracle Analytical Cloud. You can download the sample data model from Oracle Technology Network (OTN) and use it directly in Oracle Analytical Cloud, or extend it further based on your business requirements. You can also use the sample data model as a reference to build your own data models as required by your business.

Here are the components of sample data model:

  • Activity Data Model

You can use this data model to represent activity related business data in BICS reports and dashboards.

Activity Data Model Structure

Here are the fact and dimension tables associated with activity data models:

  • Fact table – Activities
  • Dimensions
    • Time [ Total, YearQuarterMonthDay.]
    • Activity Type [ Total 
    • Work Zone [ Total ]
    • Provider [ Total ]
    • Geography [ TotalStateCityZip ]
    • Status [ Total ]
  • Message Data Model

You can use this data model to represent Messages business entity in BICS and its related business analysis.

Message Data Model Structure

Here are the facts and dimensions associated with this entity:

  • Fact table – Messages
  • Dimensions
    • Time [ Total, YearQuarterMonthDay.]
    • Message Type [ Total ]
    • Activities [ Total, Activities, Provider ]
    • Result [ Total ]
  • User Data Model

You can use this data model represent User business entity in BICS and its related business analysis.

User Data Model Structure

Here are the facts and dimensions associated with this entity:

  • Fact table – User
  • Dimensions
    • Time [ Total, YearQuarterMonthDay.]
    • Provider [ Total ]
  • Collaboration Data Model

You can use this data model to represent Collaboration related data in Oracle Analytical Cloud.

  • Fact Table–Chat  
  • Dimension Tables
    • Chat Participant
    • Chat  Message

Steps to Enable

You can enable this feature by following these steps:

  1. Import and validate tables and fields in Oracle Field Service Cloud.
  2. Import the sample data model in Oracle Analytical Cloud.

PREREQUISITES

Before you enable sample reports in Oracle Analytical Cloud, check the following prerequisites:

  1. Configure an Oracle database cloud in Oracle Analytic Cloud. To transfer data from Oracle Field Service Cloud, Oracle Analytical Cloud requires you to configure an Oracle Database Cloud service.
  2. Create a Data Model. You must create a data model using the Oracle database cloud as the source.
  3. Add an Oracle Analytics Cloud Channel in Oracle Field Service Cloud. You must configure the Oracle Analytical Cloud Service (OAC) channel credentials using the Outbound Integration Channels configuration page.

IMPORT AND VALIDATE TABLES AND FIELDS IN ORACLE FIELD SERVICE CLOUD

To enable this feature, you must first download the configuration XML  (Demo_Daily Extract Configuration.xml) file and validate the tables and fields in Oracle Field Service Cloud.

This table provides the all entity details their required field names and mode of transfer (daily/ real time).

Entity Name

Table

Data Transfer Mode

Activity Fields

DEMO_ACTIVITY

Real Time

Activity Fields

DEMO_GEOGRAPHY

Real Time

Chat Fields

DEMO_CHAT

Real Time

Chat Message Fields

DEMO_CHAT_MESSAGE

Real Time

Chat Participant Fields

DEMO_CHAT_PARTICIPANT

Real Time

Message Fields

DEMO_MESSAGES

Daily Once

Message Fields

DEMO_MESSAGE_SCENARIO

Daily Once

Message Fields

DEMO_MESSAGES_ACTIVITY

Daily Once

Resource Fields

DEMO_PROVIDER

Real Time

Route Fields

DEMO_QUEUE

Real Time

Type List Fields

DEMO_TYPE_LIST

Daily Once

User List Fields

DEMO_USER_LIST

Real Time

User List Fields

DEMO_USER_STATUS

Real Time

To download the configuration XML, follow these steps:

  1. Download the configuration XML file Demo_Daily Extract Configuration.xml file from Oracle Technology Network (OTN).

  2. In Oracle Field Service Cloud, navigate to the Configuration, Outbound Integration Channels screen and click the Oracle Analytical Cloud channel that you have already created.

Outbound Integration Channels

  1. Click Import. 

  2. In the Import dialog, browse and select Demo_Daily_Extract_Configuration.xml file and then click Validate.

Import Dialog

  1. Confirm the validation summary and click Import.

Import Dialog Showing Import Status

The imported sample file is updated to the Oracle Analytical Cloud Outbound Integration Channel: You can use the downloaded sample reports in Oracle Analytical Cloud:

Imported Sample File

IMPORT THE SAMPLE DATA MODEL IN ORACLE ANALYTICAL CLOUD

You can import the sample reports using the sample data model OFSC_DataModel_Snapshot.bar file in Oracle Analytical Cloud. 

To import and use the sample reports in Oracle Analytical Cloud, follow these steps:

  1. Download the sample data model,OFSC_DataModel_Snapshot.bar file.

  2. Open the console in an Oracle Analytical Cloud instance and select Service Administration, and click Manage Snapshots.

Service Administration Window

  1. In the Manage Snapshots screen, click Upload Snapshot under the snapshot system state.

Snapshots Screen

  1. In the newly opened Upload Snapshot form, choose the downloaded file data_model.bar.

Upload Snapshots Form

  1. Enter the password as Admin123 and click OK.

  2. In the Snapshots screen, click the manage snapshot button in the right corner of the newly uploaded data model and select Restore from the drop-down menu.

Snapshots Screen Showing Restore Option

  1. In the Restore dialog, select Catalog and Data Model in the Restore Snapshot form and click Restore.

Restore Dialog

  1. A warning message is displayed. Click Yes.

Warning Message

  1. In the Home Page, click Create and select Open Data Modeler from the drop-down menu.

Home Page Showing Open Data Modeler Menu Option

  1. Click Lock to Edit on the right corner for updating the modeler:

Data Modeler Window Showing Lock to Edit Option

  1. From the Database menu in the left pane, click Actions, then click Create View.

Create View

  1. In the View editor, specify the name of the view - ACTIVITY_TYPE

View Editor

  1. From the SQL Query tab, paste this SQL query for the source view:

    SELECTDISTINCT

    "DEMO_TYPE_LIST"."ACTIVITY_GROUP",

    TO_NUMBER("DEMO_TYPE_LIST"."TYPE_ID") AS"TYPE_ID",

    "DEMO_TYPE_LIST"."TYPE_LABEL",

    "DEMO_TYPE_LIST"."TYPE_LANG",

    "DEMO_TYPE_LIST"."TYPE_NAME",

    "DEMO_TYPE_LIST"."TYPE_TEXT"

    FROM

    "DEMO_TYPE_LIST"

    WHERE

    "DEMO_TYPE_LIST"."TYPE_NAME"= 'activity'

  2. Click Save and Close.

  3. Create another view with Name - PROVIDER_TYPE by following the above steps.

  4. From the SQL Query tab, paste this SQL query for the source view:

    SELECTDISTINCT

    "DEMO_TYPE_LIST"."ACTIVITY_GROUP",

    TO_NUMBER("DEMO_TYPE_LIST"."TYPE_ID") AS"TYPE_ID",

    "DEMO_TYPE_LIST"."TYPE_LABEL",

    "DEMO_TYPE_LIST"."TYPE_LANG",

    "DEMO_TYPE_LIST"."TYPE_NAME",

    "DEMO_TYPE_LIST"."TYPE_TEXT"

    FROM

    "DEMO_TYPE_LIST"

    WHERE

    "DEMO_TYPE_LIST"."TYPE_NAME"= 'provider'

  5. Click Publish model to save the changes permanently.

Publish Model Option

  1. You can see all the fact tables and dimension tables of the sample data model in this view.

Sample Data Modeler

  1. Navigate to Catalog and choose the OFSC-DEMO folder to see all the sample reports created with the data model.

Catalog

Key Resources

Routing

Improve Routing on Mobility

With update 19C, the look and feel of Routing screen tabs have been greatly improved to provide easy access on all the devices, including mobile phones and all screen sizes.

The Routing screen includes these changes:

  • Add/Edit Routing plan dialogs are now accessible from mobile devices
  • New Summary section for mobile devices
  • New text field Routing Plan Description 
  • Option to set SLR time limit
  • New section Compatibility parameters 
  • New values for Start day for activity processing allows to run routing starting at 2,3 or 4 weeks in future.
  • Changed translations for some fields

ADD/EDIT ROUTING PLAN DIALOGS ON MOBILE DEVICES

You can now access both Add Routing Plan and Edit Routing Plan dialogs from mobile devices.

ACCESS ROUTING PLAN SUMMARY ON MOBILE DEVICES

You can use the Summary section to review the routing plan summary on mobile devices. This section opens by default. If you want to save screen space, consider closing this section.

Routing Plan Summary

SET THE ROUTING PLAN DESCRIPTION

To set the routing plan description, navigate to the Routing Plan to edit and update the Routing plan description, under the Routing plan section. After adding a description, you can view it in the list under the Routing Plans tab, next to the name of the routing plan. The field is optional.

Routing Plan Description

CHOOSE THE SLR TIME LIMIT

Starting update 19C, you can choose separate time limits for Routing and SLR. 

To choose the time limit for SLR, follow these steps:

  1. Scroll down to the Travel Time section.
  2. Make sure that the Use SLR check box is selected and then select the corresponding value from the SLR Time Limit combo-box.
  3. Do not choose SLR Time Limit to be more than or equal to the Routing time limit. This is because, the Routing time limit defines the time frame within which the whole routing plan should finish and the SLR time limit defines which part of this time can be used for SLR related tasks thus, allowing you to fine tune routing performance.

NOTE: If you use the SLR functionality in Routing, you must subscribe to Oracle Field Service Cloud with Google Maps.

  1. For those plans that have the Use SLR check box selected, the SLR time limit is populated based on the Routing time limit value during migration using the following rules:

Total Routing Time Limit

SLR Time Limit

5 seconds 5 seconds
10 seconds 5 seconds
15 seconds 10 seconds
30 seconds 15 seconds
1 minute 30 seconds
2 minutes 1 minute
3 minutes 2 minutes
5 minutes 3 minutes
10 minutes 5 minutes
15 minutes 10 minutes
20 minutes 15 minutes
40 minutes 20 minutes
60 minutes 40 minutes

Here are some examples:

  • If you choose the Total routing time limit to be 5 minutes and SLR time limit as 3 minutes, you should expect the overall routing result in about 5 minutes, the SLR module uses up to 3 minutes and routing engine uses the remaining time.
  • If you choose 60 minutes and 40 minutes correspondingly, the overall result is expected after an hour, from which time up to 40 minutes can be spent in SLR module.

COMPATIBILITY PARAMETERS

The Compatibility parameters section displays those parameters that are not yet deprecated, but not recommended to use.

Compatibility Parameters Section

These parameters are not yet deprecated, but are not recommended to use.

  • Try to schedule activities to service window parameter: Using this parameter is not recommended. An alternative way is, to select the Override default service window reservation check box under the Compatibility Parameters section and set the Service window reservation, % to 100%.

  • Dynamic routing parameter: Using this parameter is not recommended. You can achieve similar results by just limiting the number of visible activities in the route for Technicians. However, if you must set this parameter, you can enable the relevant check box under the Compatibility Parameters section.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

Scheduled Immediate Routing

You can now restrict activities routed through a particular Immediate Routing plan using the new Start time and End time fields. This is useful if you want to bulk-route all the activities created in late hours through a nightly routing plan and have immediate routing plans running only during the normal working day.

To restrict activities routing through a particular Immediate routing plan, enter values in the Start time and End time fields as needed and save the Immediate routing plan.

Run Schedule Settings for Immediate Routing Plan

 After Start time and/or End time fields are populated, no activities will be routed before Start time and after End time:

  • If both Start time and End time fields do not show any values in the Immediate routing plan by default, there are no restrictions; activities are routed through Immediate routing plan 24 x 7.
  • If only the Start time field is populated, End time is considered to be equal to midnight (or time set by Overnight settings field in the Business rules screen).
  • If only the End time field is populated, Start time is considered to be equal to midnight (or time set by Overnight settings field in the Business rules screen).

NOTE: Scheduled Immediate routing plan routes those activities that were created after End time and before Start time and not routed during this period by another routing plan, after the Start time.

Steps to Enable

You don't need to do anything to enable this feature.

Key Resources

Segmentable Activities Assignment Using Bulk Routing

Earlier, you could assign segmentable activities (previously multi-day activities) to a resource, either using manual move or through Immediate Routing. Starting update 19C, you can also route segmentable activities using Bulk Routing. Whether you route the segmentable activity from the bucket using Immediate Routing or Bulk Routing, the assignment rules are the same; the routing plan (Immediate or Bulk Routing) either assigns the whole segmental activity to a single resource or leaves it in the bucket.

Both Immediate and Bulk Routing observe these rules for segmentable activities:

  • Work zones—the resource's work zone must match the work zone of the activity
  • Work skills—the resource's work skills must match the work skills required by the activity
  • Resource preference—routing should assign the activity to preferred resources or only to required resources, if specified
  • Service window—routing should observe the activity service window for all the segments
  • Access hours – routing should observe the activity access hours for all the segments
  • SLA start—the SLA start of the activity observed for the first segment
  • SLA end—the SLA end of the activity observed for the last segment
  • Minimum segment duration – indicates that those segments having lesser than minimal duration are not created
  • Maximum daily segment duration – indicates that the total daily amount of segments cannot exceed the configured value. (with the exception for the days containing the last segment of activity, which can exceed the configured amount but the remainder cannot be more than the minimum segment duration)

However, during the initial activity assignment, Immediate Routing optimizes only start/finish time of the segmentable activity. Bulk routing also tries to optimize travel time to and from each activity segment and overtime, overdue and other parameters of the segment the same way as they are optimized for single-day activities.

Bulk routing can perform these actions when needed:

  • shift activities in the route within their service windows
  • cancel a segment
  • move other activities in accordance with the routing plan settings

Routing performs segmentable activities using the same rules as for single day activities, including prioritization of activities using corresponding filters. However, segmentable activities may be split into one or more segments per day to achieve the optimal fit to the optimization criteria and previously routed activities. This allows the resource to work on the segmentable activity up until it is time to perform another important activity, after which the resource can return to the segmentable activity.

During re-optimization of an already allocated segmentable activity, those segments that were split before the routing (either by manual assignment of the activity or by another routing run) can be joined and re-split. The whole segmentable activity can be assigned to another resource if you had the Allow moving between provider's routes option but only if all the remaining segments of the segmentable activity are moved. This ensures that the same segmentable activity is not assigned to more than one resource at a time.

EXAMPLE

Consider a 21-hour segmentable activity, which is split into three 7-hour segments, all of which are assigned to a resource A, starting from Day 1.

  • If Routing runs from Day 1 to Day 3 with the ability to move activities between providers’ routes, all the segments may be reassigned to a provider B.
  • However, if Routing runs from Day 2 to Day 3 with one of the segments assigned to provider A and not included in the routing, the remaining segments may either stay assigned to provider A or returned to the bucket as unscheduled (based on the routing plan settings). However, Routing does not assign these segments to provider B as it would lead two different providers assigned to the same activity.
  • The same result may be achieved if provider A already started one or more of the activity segments; the remaining activity segments are not assigned to another provider automatically.
  • The next day, routing may assign the remaining segments to the same resource as the ones assigned today (or leave them unassigned if this resource cannot do them). Even if today’s activity is pending or suspended - those segments remains in the route until moved and work as "anchors" not allowing routing to assign remaining activity part to another resource.

Note that the duration of segments left on the route as Pending or Started (including a Suspended Segment that is left as on the route as Pending) is counted into the overall activity duration, so the duration to be routed is decreased by the total duration of such a segments. For example, Activity duration is 12 hours, and a Segment A with Duration is 6 hours and was left Started. In this case, next routing run will schedule only 6 hours of the rest of activity.

As of now, segmentable activity segments are routed in such a way that no parallel execution of activity segments are allowed. Routing assigns all segments to the same resource. If there is no resource to handle the whole activity during the routing run period, the remaining segments remain unscheduled. The user can see this in the Routing report.

NOTE: Routing by inventory and Activity links options are not available for segmentable activity routing.

OVERTIME AND MAXIMUM SEGMENT LENGTH

Maximum segment duration for the given day and resource is defined as the maximum of (resource workday length according to calendar - total length of preassigned non-removable activities, including travel + allowed overtime) and (maximum activity daily segment duration).

Here are some examples:

  • Activity defines maximum daily segment duration as 10 hours. Technician has a working calendar from 9 AM to 5 PM (8 hours) with no assigned activities and the routing plan allows 60 minutes of Overtime. A segment will be created for 9 hours (8 working hours + 60 minutes of allowed overtime). 
  • Activity defines maximum daily segment duration as 10 hours. Technician has a working calendar from 9 AM to 5 PM (8 hours) with no assigned activities and the routing plan allows overtime (Assign activities even if the assignment causes overtime). A segment will be created for 10 hours - as a maximum daily segment duration defines.
  • Activity defines maximum daily segment duration as 24 hours. Technician has a working calendar from 9 AM to 5 PM (8 hours) with no assigned activities and the routing plan allows overtime (Assign activities even if the assignment causes overtime). A segment will be created to start and 9 and go until the end of the day (midnight if no overnight is set up).

Routing Report

Each segmentable activity being assigned, not assigned, re-assigned or unassigned will have its own record in the routing report with its own assignment date and non-assignment reason, if any. This also means that every segment is counted as an individual activity in the corresponding summary counters.

In case a segmentable activity was partially assigned via the routing plan, new a non-assignment reason is used "Segmentable activity was partially assigned due to resource availability and/or segment length restrictions", which means that the activity was partially assigned due to needed resource is unavailable during the routing period, or maximum segment length is too short or routing period is too short. You may increase maximum segment duration or run routing for a longer period to route the remaining part of activity.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

Before you assign a segmentable activity:

  1. Make sure that the segmentable activity has proper settings including minimum segment duration and maximum segments duration per day options.
  2. Review your routing plans filters and ensure that the segmentable activities including those in the bucket and unscheduled parts are included.

NOTE: Starting with update 19C, if the bulk routing plan filters are set to include segmentable activities, you may see them being routed by the Bulk Routing plan.

To select all individual segments in the segmentable activity, select the Activity Segmentable? check box under the Other category when selecting the Activity filter condition.

Key Resources

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