Cloud Readiness / Oracle Field Service
What's New
  1. Update 19D
  1. Revision History
  2. Overview
  3. Feature Summary
    1. Administration
        1. Data Retention Period Configuration
        2. Forms and Plugins Screen Improvements
        3. Visual Form Editor Configuration Improvements
    2. Android and iOS Applications
        1. Collaboration Notifications in iOS App
    3. APIs
        1. Find Matching Resources for Segmentable Activities
        2. Retrieve the Configuration of a Work Zone Key
        3. Retrieve and Update Activity Types and Activity Type Groups
    4. Collaboration
        1. Collaboration User Interface and Usability Improvements
        2. Video Call in Collaboration
    5. Core Application
        1. Ability to Resume Screen Completion from Draft
        2. Month View Improvements
        3. Non-Scheduled Activity Map Markers
        4. Optimization of Screen Layouts on Big Monitors
        5. Presenting Forms on Landing Page
        6. Route Map: Select Activity to Schedule
        7. Where Is My Technician
    6. Integration
        1. New Warning Messages in Outbound Channels
        2. Oracle Field Service Cloud - Oracle Knowledge Advanced Integration
    7. Routing
        1. Alter Automatic Ordering for a Routing Plan
        2. Optimization of Travel Within a Single Route

Update 19D

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
13 DEC 2019

Visual Form Editor Configuration Improvements

Updated document. Revised feature information.
30 OCT 2019 Where Is My Technician Updated document. Revised feature information.
18 OCT 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 19D. 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 8415.

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. The Activity Management, Resource Management, HISTORY and Smart Location SOAP APIs will be removed with the 20C (August 2020) Update. If you have not already migrated to the REST APIs, we strongly encourage you to migrate to them between now and July 2020.

  2. For customers using SAML Authentication, the option ‘SHA-1’ is being removed with 20A (February 2020). Customers must update their Hashing Algorithm to SHA-256.

  3. 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.

GIVE US FEEDBACK

We welcome your comments and suggestions to improve the content. Please send us your feedback at https://documentation.custhelp.com/ci/documents/detail/5/4/12.

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.


Features Delivered Disabled = Action is needed 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*

Administration

Data Retention Period Configuration

Forms and Plugins Screen Improvements

Visual Form Editor Configuration Improvements

Android and iOS Applications

Collaboration Notifications in iOS App

APIs

Find Matching Resources for Segmentable Activities

Retrieve the Configuration of a Work Zone Key

Retrieve and Update Activity Types and Activity Type Groups

Collaboration

Collaboration User Interface and Usability Improvements

Video Call in Collaboration

Core Application

Ability to Resume Screen Completion from Draft

Month View Improvements

Non-Scheduled Activity Map Markers

Optimization of Screen Layouts on Big Monitors

Presenting Forms on Landing Page

Route Map: Select Activity to Schedule

Where Is My Technician

Integration

New Warning Messages in Outbound Channels

Oracle Field Service Cloud - Oracle Knowledge Advanced Integration

Routing

Alter Automatic Ordering for a Routing Plan

Optimization of Travel Within a Single Route

Administration

Data Retention Period Configuration

Currently, there is no option to specify the retention period for data such as resource locations, chat history, activities, inventories, and service requests. Now, you can specify the retention period in the Retention period section on the Business Rules screen.

Steps to Enable

To specify the retention period:

  1. Click Configuration, Business Rules.
  2. Go to the Retention period section.
  3. Change the values in these fields, as required:
Field Description
Activity, Inventory, Service Request and History information

The retention period for activities and inventory assigned to your customers, resources, and users. It also includes the service requests, messages, logs such as activity history, quota history, configuration log, changes to resources and users. The default value is 90 days. You can set a value between 1 and 90 days. The background data purge process takes into account the updated value whenever the process runs the next time. If the difference between the changed numbers is huge (for example, you change from 90 to 3 days), the purge process may take up to 24 hours.

CAUTION: Do not set the value to 1 (one), if you have set the 'Overnight work' setting on Business Rules to a number greater than 0 (zero). If you do so, your data may be purged before the Daily Extract process runs.

Collaboration History The retention period for Collaboration chat history. The default value is 90 days. You can set a value between 1 and 90 days. The background data purge process takes into account the updated value whenever the process runs the next time. If the difference between the changed numbers is huge (for example, you change from 90 to 3 days), the purge process may take up to 24 hours.
Resource Position History

The retention period for the resource's GPS coordinates. Resources positions (sometimes referred to as locations) are extracted as part of the Daily Extract process. You can retrieve them through the 'Get last known positions of resources' and 'Get position history for resource for certain date' Core API requests. The default value is 90 days. You can set a value between 1 and 90 days. The background data purge process takes into account the updated value whenever the process runs the next time. If the difference between the changed numbers is huge (for example, you change from 90 to 3 days), the purge process may take up to 24 hours.

NOTE: The value for this field must be less or equal to the value for 'Activity, Inventory, Service Request and History information'. As part of the background data purge process for 'Activity, Inventory, Service Request and History information', information about queues are also removed. Resource positions are gathered at the queue level, so they cannot be shown on the screen when the queue is removed.

Daily Extract files The retention period for files that are generated by the Daily Extract process and retrieved through the 'Download daily extract file' Core API method. The default value is 90 days. You can set a value between 1 and 90 days. Updated value is taken into account for when the Daily Extract files are generated the next time. The retention period for existing Daily Extract files is the period that was defined when files were created.
  1. Click Save.

Key Resources

Forms and Plugins Screen Improvements

Earlier, you had to open a Form or plug-in to see the user type or button that is configured and to navigate to the layout where it is configured. Starting with Update 19D, the number of buttons configured for a Form or plug-in is displayed on the Forms and Plug-Ins page:

Forms and Plugins screen showing the count of configured links

Forms & Plugins Screen Showing the Count of Configured Links

When you click the number, you can see the screen, the user types, and the buttons for which the Form or plug-in is configured.

Context menu showing Navigate plug-in details

Context Menu Showing the Details of the Configured Links for the Navigate Plug-In

In addition, you can click the button to open the Visual Form Editor on which the button is configured and see the button highlighted.

Steps to Enable

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

Key Resources

Visual Form Editor Configuration Improvements

Earlier, when you had complex forms that contained a large number of fields, you could not:

  • See all the configured elements as an aggregated list.
  • See which data fields were already added.
  • Find an item in the editing area.

With update 19D, several improvements are made to simplify the way you use the Visual Form Editor:

  • A new accordion type panel is added with these options to help you add, edit, and search for elements:
    • New element: All the element types that you can use in this context are listed here. To add a new element, drag it from this section and drop it to the desired location on the form. You can also use the search option to search for an element within this section. This screenshot shows the New element panel:

New Element Panel

  • Data fields: All the data fields that you can use in this context across all element types are listed in this section. Drag an element from this section and drop it to the form, to add the data field with a pre-configured binding to the data source. You can also use the search option to search for a data field within this section. This screenshot shows the Data fields panel:

Data Fields Panel

  • Content navigator: All the fields you have used in the layout. Each field has an icon representing the GUI type of the element that is defined when you bind the field to a data source.
    • Clicking an item scrolls the content to the appropriate item in the layout and highlights it without opening the context menu editor.
    • Clicking an item in the layout focuses the list to the appropriate item, if the panel is active (not collapsed).
    • If a field is present more then once in the content, you see a marker in a format (n / m). For example, (1 / 3) means first occurrence of 3 in total. Clicking the marker takes you to the item on the layout.
    • The order in the list is according to the appearance on the configured form, top to bottom, left to right. 
    • The search option lets you search for a field within this section. This screenshot shows the Content navigator panel:

Content Navigator Panel

  • Data binding is more intuitive, as you can access the possible options for binding and search through the options. The improvement for each field is as follows:
    • Form field: As you start entering text in the Form field field, you can see only those fields that contain the entered text in their label or caption.
    • Type: The application populates the Type field automatically, based on the field you select for Form field.
    • Unbound field: If you do not bind the field to any entity, then the application provides an additional option to use the text as a form field label.
    • Name translations: The number of languages in this section is same as the number of languages you have configured on the Configuration, Display page.

This screenshot shows the auto-suggested fields while binding:

Auto-suggested fields displayed during binding

Auto-Suggested Fields During Binding

Steps to Enable

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

Key Resources

Android and iOS Applications

Collaboration Notifications in iOS App

Starting with update 19D, Collaboration messages and events appear in the notification center as badges for the users of Oracle Field Service Cloud installed iOS Application.

When an event occurs in the Installed iOS Application, the user gets an update in the notification area of the mobile device, though the user is not using the application, but the application must be active in the background. The events related to collaboration messages, activity updates, etc. are displayed in the notification area of the Installed iOS Application. The notifications appear in the status bar as an icon.

PREREQUISITES

  • The Remote Notifications option must be enabled on the mobile device
  • The Installed Application must be run at least once on the device

NOTIFICATION AS BADGE

The badge present on the application launcher icon is updated with unread collaboration chats as notifications in the application. These badges appear automatically when a new collaboration notification is received and disappear on clicking the application or notification banner.

Notification Badge

GROUPED NOTIFICATION

  • Multiple notifications from the collaboration will be grouped together on the Lock screen.
  • User can tap a set of notifications from collaboration or expand them to see all the notifications in the list.
  • The group summary will provide the number of unread notifications. For example, "3 more notifications."

NOTE: For any app that supports notifications, user can enable or disable the feature entirely. User can also enable / disable the visibility in Notification Center, on the lock screen, app icon badging, and choose one of the notification styles. The user cannot view the notifications if the mandatory settings are not configured in the system.

NOTIFICATION MESSAGE – KEY COMPONENTS

By default, all the notification messages contain the following components:

Header Area – This component contains App Icon, App Name, and Timestamp.

Content Area – This component displays Content Title and Content Text. The Content Title will differentiate the type of Collaboration messages such as:

  • Name of the sender- in case of a one to one message
  • Conference -in case of a conference message
  • Broadcast -in case of a broadcast message
  • New activity - in case of activity broadcast message

The title also contains a count of unread chats in that conversation.

A Context Text- This can be the content of the text.

MULTIPLE NOTIFICATIONS

When there are multiple collaboration messages of the same category, the messages are grouped and summarized in the notification area. The information about the unread notifications will also be available. The user can expand the view and see all the remaining notifications by tapping the notifications. A sample multiple notification is shown below:

Multiple Notification

COLLABORATION NOTIFICATION EXAMPLES

Here are some collaboration notification examples:

Message Between Two Users

Message Example

Conference

Conference Example

Broadcast Message

Broadcast Message Example

Automatic Broadcasting

Automatic Broadcasting Example

Collaboration Message from Message Scenario

Collaboration Message

Sharing Location Between Users

Users Sharing Location

Sharing Location in Conference

Sharing Location in Conference

Inventory Sharing

Helpdesk Chat

Steps to Enable

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

Key Resources

APIs

Find Matching Resources for Segmentable Activities

Starting with update 19D, a new response parameter, 'estimatedCompleteDate' is added to the 'findMatchingResources' operation to support segmentable activities. The 'estimatedCompleteDate' parameter returns the expected date for the last segment of the activity in case this activity is assigned to a particular resource. The 'estimatedCompleteDate' parameter is returned for each resource found in the response.

Previously, the operation did not consider the activity segments except for the first one. In case the resource is not working, for example if the resource went on vacation then the activity would not complete on time. Starting with update 19D, the operation identifies that the activity in the request is segmentable, and calculates the expected time of completing the segmentable activity for different resources. It allows you to choose a better option based on the information.

When a segmentable activity is requested:

  • "schedulesToReturn" request field is ignored
  • "date" request field is mandatory
  • "schedulesFields" request field is ignored
  • "schedules" object is not returned in the response
  • "estimatedCompleteDate" field of type string is returned instead of "schedules"
  • The maximum number of results is limited to 25

cURL COMMAND EXAMPLE

curl -X POST "https://api.etadirect.com/rest/ofscCore/v1/resources/custom-actions/findMatchingResources" -u "534f82a8d1ac2a47da9cfe95a4c8bf9b87b66553@infodev2:85c243847b41c3ed8f367efed2a4218809d431adfd775b2457680d4665393e54" -H "Accept: application/json" -H "Content-Type: application/json" -d "@D:\RequestBody.json"

EXAMPLE REQUEST

Here’s the content of the example request in the ‘RequestBody.json’ file used in the cURL command.

{

    "criteria": {

        "resourcePreference":0.0,

        "includeResources":"technicians"

    },

    "date":"2019-09-26",

    "fields": ["resourceId","resourceType"],

    "activity": {

        "duration":500,

        "date":"2019-09-26",

        "activityType":"Multiday",

        "timeZone":"America/New_York",

        "city":"ALTAMONTE SPRINGS"

    }

}

EXAMPLE RESPONSE

Here's an example response body in JSON format.

{

    "items": [

        {

            "resource": {

                "resourceId": "Aslan_Atees",

                "status": "active",

                "resourceType": "PR",

                "language": "en",

                "languageISO": "en-US"

            },

            "fitness": {

                "workTime": 0,

                "workZone": 100,

                "workSkill": 100,

                "resourcePreference": 1

            },

            "estimatedCompleteDate": "2019-09-27"

        },

        {

            "resource": {

                "resourceId": "Ayisha_Bolukbasi",

                "status": "active",

                "resourceType": "PR",

                "language": "en",

                "languageISO": "en-US"

            },

            "fitness": {

                "workTime": 0,

                "workZone": 100,

                "workSkill": 100,

                "resourcePreference": 1

            },

            "estimatedCompleteDate": "2019-09-27"

        }

    ]

}         

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.

Key Resources

Retrieve the Configuration of a Work Zone Key

With update 19D, a new endpoint (/rest/ofscMetadata/v1/workZoneKey) is added to the Metadata API to retrieve the configuration of a work zone key.

A GET operation on the new endpoint returns information related to the configuration of the work zone key. The functionality allows you to retrieve the currently working configuration as well as the pending configuration.

The work zone key information may be represented by two objects:

  • current - The key is used by the system to identify the active work zone.
  • pending - The recently updated key which is not yet applied and is waiting to be recalculated.

When the ‘pending’ key is applied, it becomes ‘current’ and it is not returned until new changes are made.

The response returns these fields:

  • current - The key object representing the current key
    • list of field objects – The list of fields in the current key
      • label – The label of the field
      • length – The number of characters from the field value that is used in the work zone key
      • function – The case sensitivity of the field value, the possible values are ‘caseInsensitive’ and ‘firstWordCaseInsensitive’
  • pending (optional) - The key object representing the key which is yet to be applied
    • list of field objects - The list of fields in the pending key
      • label -  The label of the field
      • length – The number of characters from the field value that is used in the work zone key
      • function - The case sensitivity of the field value, the possible values are ‘caseInsensitive’ and ‘firstWordCaseInsensitive’

cURL COMMAND EXAMPLE

Here is an example request:    

curl -X GET " https://api.etadirect.com/rest/ofscMetadata/v1/workZoneKey" -u "534f82a8d1ac2a47da9cfe95a4c8bf9b87b66553@infodev2:85c243847b41c3ed8f367efed2a4218809d431adfd775b2457680d4665393e54"

EXAMPLE RESPONSE

Here is an example response:

{

"current": [

                    {

                             "label": "ccity",

                             "length": 4,

                             "function": "caseInsensitive"

                     }

],

"links": [

                     {

                             "rel": "canonical",

                             "href": "https://api.etadirect.com/rest/ofscMetadata/v1/workZones"

                     },

                     {

                             "rel": "describedby",

                             "href": "https://api.etadirect.com/rest/ofscMetadata/v1/metadata-catalog/workZones"

                     }

        ]

}

Steps to Enable

See the previous sections to learn how to retrieve the configuration of a 'Work Zone key'.

PERMISSION

To access this functionality you must have at least read-only permissions for ‘Work Zone’ entity of Metadata API.

Key Resources

Retrieve and Update Activity Types and Activity Type Groups

Starting with update 19D, the Metadata API will support the following RESTful operations related to activity types and activity type groups:

  • Create or update an activity type
  • Get an activity type
  • Get activity types
  • Create or replace an activity type group
  • Get an activity type group
  • Get activity type groups

PERMISSION

To access this functionality you must have at least read-write permissions for ‘Activity Type’ entity of Metadata API.

CREATE OR UPDATE AN ACTIVITY TYPE

This operation creates a new activity type or updates an existing activity type.

  • If activity type with "label" already exists, the function replaces it with the new values.
  • The "features" object contains optional boolean parameters. If a feature is not present in the request then the default value "false" is used for it.
  • Response code 200 is returned when an activity type object is updated.
  • Response code 201 is returned when an activity type object is created.

The following request parameters are supported:

  • label: The unique identifier of the activity type.
  • active: Contains one of the following values: true or false. If true, then the activity type is listed as a possible value in the 'Activity Type' drop-down list in Manage or Mobility apps while creating an activity. If false, then the activity type is not listed as a value in the drop-down list.  The default value is true.
  • groupLabel: The label of the activity type group.
  • features: The set of boolean attributes that define the active features for the activity type.
  • colors: The set of color values for the corresponding status of the activity.
  • timeSlots: The collection of time slots.
  • segmentMinDuration: The minimum duration of a single segment created for a particular day, for segmentable activities, in minutes. It is returned if the value of isSegmentingEnabled is set to true. Allowed values are: 15,30,45,60,90,120,180,240,300,360,420,480,540,600,660,720,780,840,900
  • segmentMaxDuration: The maximum total duration of segments created for a particular day, for segmentable activities, in minutes. It is returned if the value of isSegmentingEnabled is set to true. Allowed values are: 15,30,45,60,90,120,180,240,300,360,420,480,540,600,660,720,780,840,900
  • defaultDuration: The default duration of the activity type. It is used while creating an activity and when no statistics are available for the activity.

EXAMPLE REQUEST

Here's an example request.

PUT https://api.etadirect.com/rest/ofscMetadata/v1/activityTypes/mnttype

{

{

"active":true,

"groupLabel":"mnt",

"features": {        

"isTeamworkAvailable": false,        

"isSegmentingEnabled": true,        

"allowMoveBetweenResources": true,        

"allowCreationInBuckets": true,        

"allowReschedule": true,        

"supportOfNotOrderedActivities": true,        

"allowNonScheduled": true,        

"supportOfWorkZones": true,        

"supportOfWorkSkills": true,        

"supportOfTimeSlots": true,        

"supportOfInventory": true,        

"supportOfLinks": true,        

"supportOfPreferredResources": true,        

"allowMassActivities": false,        

"allowRepeatingActivities": false,        

"calculateTravel": true,        

"calculateActivityDurationUsingStatistics": false,        

"allowToSearch": true,        

"allowToCreateFromIncomingInterface": true,        

"enableDaBeforeTrigger": true,        

"enableReminderAndChangeTriggers": false,        

"enableNotStartedTrigger": false,        

"enableSwWarningTrigger": false,        

"calculateDeliveryWindow": true,        

"slaAndServiceWindowUseCustomerTimeZone": true,        

"supportOfRequiredInventory": true,        

"disableLocationTracking": true    

},

"colors":{

        "pending":"FFDE01",

        "started":"FFDE02",

        "complete":"FFDE03",

        "suspended":"FFDE04",

        "cancelled":"FFDE05",

        "notDone":"FFDE06",

        "notOrdered":"FFDE07",

        "warning":"FFDE08"

    },

"timeSlots":[

        {"label": "all-day"}

    ],

    "segmentMinDuration":60,

    "segmentMaxDuration":300,

    "defaultDuration":60,

    "translations": [

                {

                    "language":"en",

                    "name": "General Maintenance"

                },

                {

                    "language":"es",

                    "name": "Mantenimiento general"

                 }

            ]

}

EXAMPLE RESPONSE

Here's an example response body in JSON format.

{

    "label": "mnttype",

    "name": "General Maintenance",

    "active": true,

    "groupLabel": "mnt",

    "defaultDuration": 60,

    "timeSlots": [

        {

            "label": "all-day"

        }

    ],

"colors": {

        "pending": "FFDE01",

        "started": "FFDE02",

        "suspended": "FFDE04",

        "cancelled": "FFDE05",

        "notdone": "FFFFFF",

        "notOrdered": "FFDE07",

        "warning": "FFDE08",

        "completed": "FFFFFF"

    },

"features": {

        "isTeamworkAvailable": false,

        "isSegmentingEnabled": true,

        "allowMoveBetweenResources": true,

        "allowCreationInBuckets": true,

        "allowReschedule": true,

        "supportOfNotOrderedActivities": true,

        "allowNonScheduled": true,

        "supportOfWorkZones": true,

        "supportOfWorkSkills": true,

        "supportOfTimeSlots": true,

        "supportOfInventory": true,

        "supportOfLinks": true,

        "supportOfPreferredResources": true,

        "allowMassActivities": false,

        "allowRepeatingActivities": false,

        "calculateTravel": true,

        "calculateActivityDurationUsingStatistics": false,

        "allowToSearch": true,

        "allowToCreateFromIncomingInterface": true,

        "enableDayBeforeTrigger": false,

        "enableReminderAndChangeTriggers": false,

        "enableNotStartedTrigger": false,

        "enableSwWarningTrigger": false,

        "calculateDeliveryWindow": true,

        "slaAndServiceWindowUseCustomerTimeZone": true,

        "supportOfRequiredInventory": true,

        "disableLocationTracking": true

    },

    "segmentMinDuration": 60,

    "segmentMaxDuration": 300,

    "translations": [

        {

            "language": "en",

            "name": "General Maintenance",

            "languageISO": "en-US"

        },

        {

            "language": "es",

            "name": "Mantenimiento general",

            "languageISO": "es-ES"

        }

    ],

    "links": [

        {

            "rel": "describedby",

            "href": "https://api.etadirect.com/rest/ofscMetadata/v1/metadata-catalog/activityTypes"

        }

    ]

}

GET AN ACTIVITY TYPE

This operation retrieves the details of the specified activity type.

cURL COMMAND EXAMPLE

Here is an example request:

curl -X GET "https://api.etadirect.com/rest/ofscMetadata/v1/activityTypes/6" -u "534f82a8d1ac2a47da9cfe95a4c8bf9b87b66553@infodev2:85c243847b41c3ed8f367efed2a4218809d431adfd775b2457680d4665393e54" -H "Accept: application/json" -H "Content-Type: application/json"

EXAMPLE RESPONSE

Here's an example response body in JSON format.

{

    "label": "6",

    "name": "Phone Install/Upgrade",

    "active": true,

    "groupLabel": "customer",

    "defaultDuration": 48,

    "timeSlots": [

        {

            "label": "08-10"

        },

        {

            "label": "10-12"

        },

        {

            "label": "13-15"

        },

        {

            "label": "15-17"

        },

        {

            "label": "all-day"

        }

    ],

    "colors": {

        "pending": "FFDE00",

        "started": "5DBE3F",

        "suspended": "99FFFF",

        "cancelled": "80FF80",

        "notdone": "60CECE",

        "notOrdered": "FFCC99",

        "warning": "FFAAAA",

        "completed": "79B6EB"

    },

    "features": {

        "isTeamworkAvailable": false,

        "isSegmentingEnabled": false,

        "allowMoveBetweenResources": true,

        "allowCreationInBuckets": true,

        "allowReschedule": true,

        "supportOfNotOrderedActivities": true,

        "allowNonScheduled": true,

        "supportOfWorkZones": true,

        "supportOfWorkSkills": true,

        "supportOfTimeSlots": true,

        "supportOfInventory": true,

        "supportOfLinks": true,

        "supportOfPreferredResources": true,

        "allowMassActivities": false,

        "allowRepeatingActivities": false,

        "calculateTravel": true,

        "calculateActivityDurationUsingStatistics": true,

        "allowToSearch": true,

        "allowToCreateFromIncomingInterface": true,

        "enableDayBeforeTrigger": true,

        "enableReminderAndChangeTriggers": true,

        "enableNotStartedTrigger": true,

        "enableSwWarningTrigger": true,

        "calculateDeliveryWindow": true,

        "slaAndServiceWindowUseCustomerTimeZone": true,

        "supportOfRequiredInventory": true,

        "disableLocationTracking": false

    },

    "translations": [

        {

            "language": "en",

            "name": "Phone Install/Upgrade",

            "languageISO": "en-US"

        },

        {

            "language": "es",

            "name": "Install/Upgrade: Teléfono",

            "languageISO": "es-ES"

    ],

    "links": [

        {

            "rel": "canonical",

            "href": "https://api.etadirect.com/rest/ofscMetadata/v1/activityTypes/6"

        },

        {

            "rel": "describedby",

            "href": "https://api.etadirect.com/rest/ofscMetadata/v1/metadata-catalog/activityTypes"

        }

    ]

}

GET ACTIVITY TYPES

This operation retrieves a collection of activity types along with all the information about each activity type.

cURL COMMAND EXAMPLE

curl -X GET "https://api.etadirect.com/rest/ofscMetadata/v1/activityTypes" -u "534f82a8d1ac2a47da9cfe95a4c8bf9b87b66553@infodev2:85c243847b41c3ed8f367efed2a4218809d431adfd775b2457680d4665393e54" -H "Accept: application/json" -H "Content-Type: application/json"

EXAMPLE RESPONSE

Here's an example response body in JSON format.

{

    "hasMore": false,

    "totalResults": 61,

    "limit": 100,

    "offset": 0,

    "items": [

         {

            "label": "5",

            "name": "Inv Pick up",

            "active": true,

            "groupLabel": "customer",

            "defaultDuration": 48,

            "timeSlots": [

                {

                    "label": "08-10"

                },

                {

                    "label": "10-12"

                },

                {

                    "label": "13-15"

                },

                {

                    "label": "15-17"

                },

                {

                    "label": "all-day"

                }

            ],

            "colors": {

                "pending": "FFDE00",

                "started": "5DBE3F",

                "suspended": "99FFFF",

                "cancelled": "80FF80",

                "notdone": "60CECE",

                "notOrdered": "FFCC99",

                "warning": "FFAAAA",

                "completed": "79B6EB"

            },

            "features": {

                "isTeamworkAvailable": false,

                "isSegmentingEnabled": false,

                "allowMoveBetweenResources": true,

                "allowCreationInBuckets": true,

                "allowReschedule": true,

                "supportOfNotOrderedActivities": true,

                "allowNonScheduled": true,

                "supportOfWorkZones": true,

                "supportOfWorkSkills": true,

                "supportOfTimeSlots": true,

                "supportOfInventory": true,

                "supportOfLinks": true,

                "supportOfPreferredResources": true,

                "allowMassActivities": false,

                "allowRepeatingActivities": false,

                "calculateTravel": true,

                "calculateActivityDurationUsingStatistics": true,

                "allowToSearch": true,

                "allowToCreateFromIncomingInterface": true,

                "enableDayBeforeTrigger": true,

                "enableReminderAndChangeTriggers": true,

                "enableNotStartedTrigger": true,

                "enableSwWarningTrigger": true,

                "calculateDeliveryWindow": true,

                "slaAndServiceWindowUseCustomerTimeZone": true,

                "supportOfRequiredInventory": true,

                "disableLocationTracking": false

            },

            "translations": [

                 {

                    "language": "en",

                    "name": "Inv Pick up",

                    "languageISO": "en-US"

                },

                {

                    "language": "es",

                    "name": "Reunir el equipo",

                    "languageISO": "es-ES"

                }

            ],

            "links": [

                {

                    "rel": "describedby",

                    "href": "https://api.etadirect.com/rest/ofscMetadata/v1/metadata-catalog/activityTypes"

                }

            ]

        },

        {

            "label": "6",

            "name": "Phone Install/Upgrade",

            "active": true,

            "groupLabel": "customer",

            "defaultDuration": 48,

            "timeSlots": [

                {

                    "label": "08-10"

                },

                {

                    "label": "10-12"

                },

                {

                    "label": "13-15"

                },

                {

                    "label": "15-17"

                },

                {

                    "label": "all-day"

                }

            ],

            "colors": {

                "pending": "FFDE00",

                "started": "5DBE3F",

                "suspended": "99FFFF",

                "cancelled": "80FF80",

                "notdone": "60CECE",

                "notOrdered": "FFCC99",

                "warning": "FFAAAA",

                "completed": "79B6EB"

            },

            "features": {

                "isTeamworkAvailable": false,

                "isSegmentingEnabled": false,

                "allowMoveBetweenResources": true,

                "allowCreationInBuckets": true,

                "allowReschedule": true,

                "supportOfNotOrderedActivities": true,

                "allowNonScheduled": true,

                "supportOfWorkZones": true,

                "supportOfWorkSkills": true,

                "supportOfTimeSlots": true,

                "supportOfInventory": true,

                "supportOfLinks": true,

                "supportOfPreferredResources": true,

                "allowMassActivities": false,

                "allowRepeatingActivities": false,

                "calculateTravel": true,

                "calculateActivityDurationUsingStatistics": true,

                "allowToSearch": true,

                "allowToCreateFromIncomingInterface": true,

                "enableDayBeforeTrigger": true,

                "enableReminderAndChangeTriggers": true,

                "enableNotStartedTrigger": true,

                "enableSwWarningTrigger": true,

                "calculateDeliveryWindow": true,

                "slaAndServiceWindowUseCustomerTimeZone": true,

                "supportOfRequiredInventory": true,

                "disableLocationTracking": false

            },

            "translations": [

                 {

                    "language": "en",

                    "name": "Phone Install/Upgrade",

                    "languageISO": "en-US"

                },

                {

                    "language": "es",

                    "name": "Install/Upgrade: Teléfono",

                    "languageISO": "es-ES"

                }

            ],

            "links": [

                {

                    "rel": "describedby",

                    "href": "https://api.etadirect.com/rest/ofscMetadata/v1/metadata-catalog/activityTypes"

                }

            ]

        }

    ],

    "links": [

        {

            "rel": "canonical",

            "href": "https://api.etadirect.com/rest/ofscMetadata/v1/activityTypes?limit=100&offset=0"

        },

        {

            "rel": "describedby",

            "href": "https://api.etadirect.com/rest/ofscMetadata/v1/metadata-catalog/activityTypes"

        }

    ]

}

CREATE OR REPLACE AN ACTIVITY TYPE GROUP

This operation creates an activity type group resource or updates an existing one. If the 'translation' parameter is not available for the update, then the translations are not changed; else all the translations are replaced by the structure from the request. The translations that are sent as entity fields are ignored.

GET AN ACTIVITY TYPE GROUP

This operation retrieves the details of the specified activity type group. The response contains the translations of the activity type group name in the user's language in the translation structure and in the entity fields.

cURL COMMAND EXAMPLE

curl -X GET "https://api.etadirect.com/rest/ofscMetadata/v1/activityTypeGroups/customer" -u "534f82a8d1ac2a47da9cfe95a4c8bf9b87b66553@infodev2:85c243847b41c3ed8f367efed2a4218809d431adfd775b2457680d4665393e54" -H "Accept: application/json" -H "Content-Type: application/json"

EXAMPLE REQUEST

Here is an example request.

PUT https://api.etadirect.com/rest/ofscMetadata/v1/activityTypeGroups/mnt

{

    "translations":[

       {

          "language":"en",

          "name":"Maintenance"

       },

       {            "language":"es",

           "name":"mantenimiento"

       }

    ]

}

EXAMPLE RESPONSE

Here's an example response body in JSON format.

{

    "label": "mnt",

    "name": "Maintenance",

    "translations": [

        {

            "language": "en",

            "name": "Maintenance",

            "languageISO": "en-US"

        },

        {

            "language": "es",

            "name": "mantenimiento",

            "languageISO": "es-ES"

        }

    ],

    "links": [

        {

            "rel": "canonical",

            "href": "https://api.etadirect.com/rest/ofscMetadata/v1/activityTypeGroups/mnt"

        },

        {

            "rel": "describedby",

            "href": "https://api.etadirect.com/rest/ofscMetadata/v1/metadata-catalog/activityTypeGroups"

        }

    ]

}

GET ACTIVITY TYPE GROUPS

This operation retrieves a collection of activity type groups. The response contains the translations of the activity type group name in the user's language in the translation structure and in the entity fields.

cURL COMMAND EXAMPLE

curl -X GET "https://api.etadirect.com/rest/ofscMetadata/v1/activityTypeGroups" -u "534f82a8d1ac2a47da9cfe95a4c8bf9b87b66553@infodev2:85c243847b41c3ed8f367efed2a4218809d431adfd775b2457680d4665393e54" -H "Accept: application/json" -H "Content-Type: application/json"

EXAMPLE RESPONSE

Here's an example response body in JSON format.

{

    "hasMore": false,

    "totalResults": 5,

    "limit": 100,

    "offset": 0,

    "items": [

        {

            "label": "customer",

            "name": "Customer",

            "activityTypes": [

                {

                    "label": "4"

                },

                {

                    "label": "5"

                },

                {

                    "label": "6"

                },

                {

                    "label": "7"

                },

                {

                    "label": "8"

                },

                {

                    "label": "installation"

                },

                {

                    "label": "Testing"

                },

                {

                    "label": "Multiday"

                },

                {

                    "label": "SDI"

                }

            ],

            "translations": [

                {

                    "language": "en",

                    "name": "Customer",

                    "languageISO": "en-US"

                },

                {

                    "language": "es",

                    "name": "Cliente",

                    "languageISO": "es-ES"

                }

            ],

            "links": [

                {

                    "rel": "canonical",

                    "href": "https://api.etadirect.com/rest/ofscMetadata/v1/activityTypeGroups/customer"

                },

                {

                    "rel": "describedby",

                    "href": "https://api.etadirect.com/rest/ofscMetadata/v1/metadata-catalog/activityTypeGroups"

                }

            ]

        },

        {

            "label": "internal",

            "name": "Internal",

            "activityTypes": [

                {

                    "label": "LU"

                },

                {

                    "label": "AS"

                },

                {

                    "label": "OF"

                },

                {

                    "label": "WH"

                },

                {

                    "label": "WZ"

                },

                {

                    "label": "VH"

                }

            ],

            "translations": [

                {

                    "language": "en",

                    "name": "Internal",

                    "languageISO": "en-US"

                },

                {

                    "language": "es",

                    "name": "Interno",

                    "languageISO": "es-ES"

                }

            ],

            "links": [

                {

                    "rel": "canonical",

                    "href": "https://api.etadirect.com/rest/ofscMetadata/v1/activityTypeGroups/internal"

                },

                {

                    "rel": "describedby",

                    "href": "https://api.etadirect.com/rest/ofscMetadata/v1/metadata-catalog/activityTypeGroups"

                }

            ]

        }

    ],

    "links": [

        {

            "rel": "canonical",

            "href": "https://api.etadirect.com/rest/ofscMetadata/v1/activityTypeGroups?limit=100&offset=0"

        },

        {

            "rel": "describedby",

            "href": "https://api.etadirect.com/rest/ofscMetadata/v1/metadata-catalog/activityTypeGroups"

        }

    ]

}

Steps to Enable

See the previous sections to learn how to retrieve and update activity types and activity type groups.

Key Resources

Collaboration

Collaboration User Interface and Usability Improvements

Starting with update 19D, these usability improvements are made in the Field Collaboration module:

  • The Start Chat, Group Message, and Who’s Nearby icons are displayed in the Collaboration window when there are no chats active between users.

Collaboration Window

  • The collaboration users can add a name for a Conference chat or edit the name of an existing Conference chat. The Conference chat names help users identify different active conference chats in the Collaboration window.

Conference Chat in Collaboration Window

  • The Broadcast option (present in the legacy Core Manage application) is now available in the Core application for help desk operators.

As part of the 19D release, the following UI style and formatting changes are made in the Field Collaboration module:

  • The look and feel of Broadcast chats are made similar to Conference chats where in the term, Broadcast is displayed as the header and the name of the sender is displayed as the description in the second line of the active chat.

Broadcast Chat

  • The Helpdesk and Address Book contacts are only displayed in the Search Contact window.

Search Contact Window

  • The Helpdesk name is displayed with a normal black color in active chat and Search contacts to unify the look and feel of collaboration elements.

Search Contact Window - Helpdesk Name

  • The Helpdesk and Collaboration users will now have the following status icons:
    • (Green): Indicates that the Helpdesk or the Collaboration user is online.
    • (Yellow): Indicates that the Helpdesk or the Collaboration user is away.
  • The Bold style used for user and helpdesk names is changed to Normal style across the Collaboration module.

Collaboration Module Showing Bold Style

EVENT API UPDATES

The chat field of the chatUpdated collaboration event will have the following new fields:

  • chatName: The name of the conference chat.
  • oldName: The existing name of the conference chat. Only applicable for the chatUpdated event.
  • newName: The updated name of the conference chat. Only applicable for the chatUpdated event.

Steps to Enable

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

Key Resources

Video Call in Collaboration

The Field Collaboration Enterprise users can start a video call through the Collaboration window to collaborate with other technicians, supervisors, or helpdesk operators.

NOTE: The Video Call feature will be automatically available for existing Enterprise customers.

Following are the benefits of using the Video Call feature:

  • Supervisors and Help desk operators can use video call to connect with field technicians in real time.
  • The turnaround time to fix problems is improved because the technicians can show the parts and components through the video screen.
  • The history of the video call with event details such as the session ID and initiator, receiver, and duration of the video call are logged using Events APIs after the video call is terminated.

Prerequisites

You must make the following settings:

  • You must opt for Field collaboration with Video Call service in Oracle Field Service Cloud.
  • You must select Configuration, User Types, Enabled Video Call option in the Collaboration Permission section to enable the Video Call option for the required user types.
  • Ensure that your browser has webrtc support.
  • Ensure that your browser has the permission to access your camera and microphone.

NOTE: Video call is not available for iOS Native App.

Supported Browsers

Browser Vendor Minimum Version Audio/Video Availability
Microsoft Internet Explorer   Not supported
Microsoft Internet Explorer Edge 42+ Not supported
Safari Safari 12 Not supported
iOS iOS 12 Not supported
Opera   Not supported
Mozilla Firefox Firefox 66+ Supported
Google Chrome Chrome 75+ Supported
Android Android 9 Supported

To start a call

  1. Log in to the Oracle Field Service Core application as a user.
  2. From the Collaboration window, click the Menu icon.
  3. Click Search Contact to locate a user. For example, assume that you want to start a video call with the technician, William. Therefore, locate William in the Search Contact list and select William to open the chat window.
  4. Navigate to the User Info window. The video icon displays in the User Info window.
  5. Click the video icon to initiate the video call request with the user. The user with whom the video call has been initiated has an option to accept or reject the video call request using the Accept and Reject buttons. If the video call request is rejected, then both the users are notified.

NOTE: If the receiver does not accept or reject the video call within 30 seconds of call initiation then the video call is timed out. Also, the call initiator can cancel the call before the receiver accepts the video call.

  1. Click Accept to start the video call.

You can click these icons as needed during the video call:

Click To

Call End Icon

Finish a video call during a video call.Mute or unmute the call during video call.

Mute Icon

Mute or unmute the call during video call.

Video Call Enable Icon

Enable or disable video streaming for the user during a video call.

Toggle Full Screen Icon

Toggle to full screen during  a video call.

The Collaboration window displays these video call notifications:

  • Video Call Initiation: A notification is triggered when a user initiates a video call with details of the user who initiated the call along with the receiver user information. The Collaboration service also logs the time of video call initiation.
  • Video Call Cancelled: When the sender cancels a call, a notification is available in the collaboration window with details of the user information with whom the call is initiated. The Collaboration service also logs the time of video call cancellation request.
  • No response from receiver: Video call is timed out in case no response is received from the receiver of the video call. A notification message is triggered with the receiver user information and time.
  • Video call finished: A notification is triggered when a user finishes a video call with the duration of the call.
  • Video call rejection: A notification is triggered when a user rejects a video call with information about the user who rejected the video call.

Provide Feedback for the Video Call Service

You can rate the quality of the service and provide feedback on the service at the end of a video call. Feedback provides insight into real life problems that the user encounters while using the service. An administrator can enable or disable the Feedback option using the Enable Video Call Feedback check box in the Configuration, User Types screen for a user type.

  1. When you finish a video call, the Feedback window displays:

Feedback Window

  1. Select one of the following options to provide your feedback:
  • 1 Star: Indicates worst quality of service.
  • 2 Star: Indicates bad quality of service.
  • 3 Star: Indicates good quality of service.
  • 4 Star: Indicates very good quality of service.
  • 5 Star: Indicates excellent quality of service.
  1. Enter comments (if any) in the Comments section.
  2. Click Submit.

NOTE: There is a one-minute time out period for every feedback window and the feedback is only saved when the user submits a rating. Feedback is not a mandatory option for the user. Also, if a user initiates another video call service without providing feedback for the previous video call service, then the Feedback window is closed automatically.

Event API Updates

When video chat is used, the video_chat_started and video_chat_finished values are updated when the video chat is initiated and finished respectively. Information related to video chat (duration, session id) will be sent in the videoChatInfo object.

A new field 'systemMessage' has been added to message field.

  • systemMessage: This field is present only for video chat events and can contain the following values:
    • video_chat_started: The value used when a user starts a video chat.
    • video_chat_finished: The value used when a user finishes a video chat.
    • video_chat_feedback: The value used when a user provides feedback on a video chat.
  • videoChatInfo: This record is present only for video chat events and can contain the following fields:
    • sessionID: A unique identifier used to identify the video chat session.
    • duration: Indicates the duration of video chat in seconds. This field is present only for the video_chat_finished value in the system message field.
    • rating: Indicates the quality of the video call. This field is present only for the video_chat_feedback value in the systemMessage field.
    • feedback: Indicates the feedback from the user about the video call quality. This field is present only for the video_chat_feedback value in the systemMessage field.
    • feedbackByUser: Indicates the user who provided the feedback. This field is present only for the video_chat_feedback value in the systemMessage field.

Sample Response

Here is a sample response:

{

     "eventType": "chatMessageSent",    

"user": "anna",    

"time": "2017-11-15 06:37:38",    

"chat": {        

"chatId": 177,        

"startedTime": "2017-11-14 05:43:23"    

},    

"message": {        

"messageId": 2404,        

"sequenceNumber": 31,        

"text": "",        

"systemMessage": "video_chat_started",        

"videoChatInfo": {            

"sessionId": "1510727856978"        

}    

},    

"participants": [        

{            

"login": "terri",            

"name": "Terri Basile",            

"invitedTime": "2017-11-14 05:43:23"        

},        

{            

"login": "anna",            

"name": "Anna",            

"invitedTime": "2017-11-14 05:43:23"        

}    

]

    },  

    {

     "eventType": "chatMessageSent",    

"user": "terri",     "time": "2017-11-15 06:37:50",    

"chat":

{        

"chatId": 177,        

"startedTime": "2017-11-14 05:43:23"    

},    

"message": {        

"messageId": 2407,        

"sequenceNumber": 34,        

"text": "",        

"systemMessage": "video_chat_finished",        

"videoChatInfo": {            

"sessionId": "1510727856978",            

"duration": 3        

}    

}

}

Steps to Enable

The administrator can enable or disable the Feedback option using the Enable Video Call Feedback check box in the Configuration, User Types screen for a user type.

Tips And Considerations

Tips for Better Video Call Experience

The following things can ensure good video quality:

  • You must close all applications that use the internet (especially those playing music or video).
  • You must use a 4G network provider.
  • You must not have any ongoing file transfers.
  • You should ensure that the network bandwidth is greater than 2000 Kbps.
  • You might experience low quality video call if you use VPN to connect to the office network.

Key Resources

Core Application

Ability to Resume Screen Completion from Draft

Starting with update 19D, users can save a partially filled form as a first draft. When you access the same form the next time, you can restore the draft and resume filling the information. When you submit a form, the draft is not available for future use. You can configure drafts for Forms and Tabs on the Activity details, Resource Inventory, and User screens in Core Application and the Installed Application (for Android and iOS platforms) only.

RESTORING PARTIALLY FILLED FORMS

You can save data on partially filled Forms or Tabs and restore the data at a later stage. You have this option available on the Activity, Resource, Inventory, and User screens.

NOTE: Drafts are supported in the serialized inventory and not supported in non-serialized inventory.

Follow these steps:

  1. When you edit or fill a form partially and try to navigate to another screen, a confirmation dialog appears on the screen.

.Save Dialog

Save Dialog

  1. Depending on your selection (either Yes or No), you can either save the draft or discard the changes.
  • Click ‘No’, and you’re redirected to the previous screen and you’ll lose all the unsaved data.
  • Click 'Yes', the application saves a draft of the changes and navigates you to the previous screen. 
  1. After saving the draft, if you navigate back to the same screen, a ‘Restore Draft’ link appears on the screen. This indicates that a partially filled form already exists for the particular screen and the user can restore it. You can click the link to restore and use the existing draft.

Edit Details Dialog

Edit Details Dialog

NOTE: If the user’s device does not have enough browser storage or space, the application does not provide this option. The draft is only available in the user’s browser or device when it is saved, if the user logs in using another browser or device, the draft is not available.

All the existing drafts at the end of the day are automatically removed the next day. This is defined by the 'Overnight work' setting configured on 'Business rules' screen.

Drafts will be retained when Suspending activities and will remain for 'Pending' activity that is created upon 'Suspend' action when using the same browser or device.

DRAFT RETENTION IMPOSSIBLE STATES

A draft is available only in your browser or device when it is saved. If you log in using another browser or device, the draft won’t be available. In addition, your drafts won’t be retained in the following cases:

  • If the activity status is changed to Completed, Cancelled, or Not Done
  • the following day,  defined by the  ‘Overnight Work’ setting on the ‘Business Rules’ screen for the following screens and statuses:
    • Resource, Inventory, and User screens
    • Pending and Started activities

Steps to Enable

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

Key Resources

Month View Improvements

Earlier, the activity labels were shown only on Day, 2 Days, and Week views. Starting with update 19D, you can view the activity labels and icons for on-call shift on the Month view.

These are the guidelines based on which the activity labels and on-call shift icons display.

  • Single activities and segmentable activities are now shown with the corresponding labels. If a segmentable activity is shown as two or more segments, you can highlight all the segments by pointing to one of the segments.
  • When multiple activities are shown, it is possible that only the first few characters of the label appear. To view the complete information, click the individual activity hint.
  • If there are no activities for a given day, and an on-call shift exists, the on-call shift is shown for the whole width of the day cell.
  • If activities are planned for an on-call shift day, the shift shows as an icon. The icon appears before the activities, if the shift starts before the last activity for the day ends. The icon appears after the activities, if the on-call shift starts after the last activity for the day ends.
  • When both on-call and activities are shown, the name of the on-call shift may not appear. To view the complete information of the shift, click the shift hint.
  • Let’s say the shift is shown as an icon, or the name of the shift is truncated due to its length. You can click the shift icon to see the full name of the shift, its start and end time as a tool tip.
  • If a resource doesn’t have activities, but has an on-call shift for a given day, the on-call shift icon and the shift name are shown. If a resource has one or more activities and an on-call shift, the on-call shift is shown only as an icon.

To display On-call shifts on the Month view screen, select the "Show on-call" check box in the View menu. To hide them, clear the check box.

This image shows the on-call icons, multiple activities planned for a day, and the activity hint:

Month View Showing On-Call Icons and Activity Hint for Multiple Activities

CONFIGURE THE ACTIVITY LABELS

You must configure the activity labels that you want to see on the Month view.

  1. Click Configuration, User Types.
  2. Select the user type for which you want to configure the activity labels.
  3. Click Screen configuration.
  4. Expand Legacy Manage and click Activity time view label.
  5. Click Click to Add. On the Add property window, select the properties that you want to display as labels.
  6. Click OK.
  7. In the [property] visibility section, click Add new visibility. Read-Only is selected by default.
  8. Click Save.
  9. Click Add new visibility in the [property] value visibilities section. By default, all the values for the property are visible. If you want to have it that way, click Save. If you want to add visibility to specific values, select the values and then click Save.
  10. Click Close. Go to the Month view either in Legacy Manage or Dispatch Console. The labels are displayed.

Steps to Enable

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

Key Resources

Non-Scheduled Activity Map Markers

Earlier, non-scheduled activities appeared on the Scheduling layer on the Route map and on the Dispatch Console map with big and small circles of different colors. You cannot differentiate between activities, or filter specific activities with these indicators. Now, you can configure the activity markers by associating predefined shapes with filter conditions. For example, you can configure a star to indicate installation activities, or a square for maintenance activities. These markers display for not assigned and non-scheduled activities on the Scheduling layer of the Route map and for non-scheduled activities on the Dispatch Console map.

MARKER CONFIGURATION ON THE BUSINESS RULES SCREEN

Here is the set of non-scheduled and scheduling markers configured on the Business Rules screen:

Non-Scheduled and Scheduling Layer Map Markers Field on Business Rules Screen

Here is an example: Route Map: Scheduling Layer, select 'Scheduling'

Route Map: Scheduling Layer - Scheduling Example

Example Dispatch Console Map: View, select 'Show non-scheduled activities'

Dispatch Console Map: View - Show Non-Scheduled Activities Example

NOTE: Markers are not available for activities on individual technicians’ routes.

Steps to Enable

CONFIGURE ACTIVITY MAP MARKERS

You can configure map markers to differentiate between the non-scheduled activities displayed on the Scheduling layer on the Route map and on the Dispatch Console map.

  1. Click Configuration, Business Rules.
  2. In the General section, go to Non-scheduled / Scheduling layer map markers. You can see that Urgent (red big circle) and Other (yellow small circle) are available by default.
  3. Click the pencil icon.
  4. On the Activity map markers window, click the plus icon.
  5. Complete these fields:
Field Description

Activity Markers    

The predefined shape to indicate the activity.

Filter

The condition to display the activity. All the filters that are configured on the Configuration, Filters page, that satisfy these conditions are displayed here:

  • The entity is Activity.
  • The 'List/Time/Map/Daily' check box is selected.

If you have selected a dynamic field such as Activity type or Work zone, a field appears below Filter to add the value. You can use the same marker with multiple filters.

Filter value The value for the condition. For example, if you have selected Activity type for Filter, select Installation for the value. You can use the same filters multiple times, with different conditions. For example, you can use the Days to SLA filter with conditions equal to 2 or 7.
  1. Click OK.
  2. Repeat steps 4 to 6 and add more markers. You can add a maximum of 10 markers. Use the stack icon to reorder the markers. The first marker in the list gets the highest priority; the second marker gets the second priority and so on. When multiple activities are displayed in a cluster on the map, the application determines the marker based on the priority assigned to it.

NOTE: You cannot reorder Urgent and Other markers.

  1. Click the minus icon to delete a marker.
  2. Click OK on the Activity map markers window.
  3. Click Save on the Business Rules page.

DEFAULT MARKERS: URGENT AND OTHER ACTIVITIES

By default, two markers are available:

  • Urgent activities: Activities that are urgent. These activities appear as big red circles on the map. The property for urgent are considered based on the Activity priority setting on the Business Rules page. If the property for Urgent activity is not configured then the red marker does not appear on the map. However, the 'Urgent' item remains on 'Activity map markers' window.
  • Other: Activities that are not urgent and do not meet any filter conditions associated with markers. They appear as yellow small circles or small pink circles on the map, when the activity is under risk.

NOTE: Activities under risk that are displayed as pink markers have higher priority than the normal activities with a configured marker.

INVALID AND UNAVAILABLE FILTERS

Let’s say you configure a filter for a marker and then change the conditions for the filter on the Add filter or Modify filter page. The filter is invalid when:

  • You change the properties in the filter conditions on the Add filter or Modify filter page.
  • You delete the filter conditions.
  • You add a new dynamic filter condition on the Add filter or Modify filter page and do not populate a value for it on the 'Activity map markers' page.

If a filter is invalid:

  • The configuration item (marker and filter) is not applied to the activities on the map.
  • The item is highlighted on the Business Rules screen and the Activity map markers page with the message, 'Wrong filter' in red.

FILTER UNAVAILABLE FOR A USER TYPE

Let’s say a filter is not available for a User Type, that is, the filter is not added to 'Selected' box on the Add filter or Modify filter page. Then, the associated marker doesn’t display on the map for the users of such User Type. Further, if the activity matches the filter conditions, a marker with a lower priority is applied. If no filter matches, then the (Other) marker is used.

HOW A MARKER IS DETERMINED FOR ACTIVITIES IN A CLUSTER

When multiple activities cluster on the map, the marker for the activities is determined based on the priority of the marker. These three examples show how markers are determined—the result described here is based on the descriptions provided in the Default Markers, Urgent and Other Activities section.

Activities under risk that are displayed as pink markers have higher priority than normal activities with configured marker.

Example 1  

Here is an example:

  • Activity 1 meets 'New installation' filter conditions and is not under risk.
  • Activity 2 does not meet any filter conditions and is under risk.

Result on map: Activity 2 marker is displayed. Pink small round marker (priority 5 on configuration screen).

Example 2

Here is another example:

  • Activity 1 meets 'New installation' filter conditions and is not under risk.
  • Activity 2 meets only 'Days to SLA: 2' filter conditions and is under risk.

Result on map: Activity 2 marker is displayed. Pink square marker (priority 3 on configuration screen).

Example 3

Here is an example:

  • Activity 1 meets criteria for Urgent activities.
  • Activity 2 meets 'New installation' filter conditions and is under risk.

Result on map: Activity 1 marker is displayed. Big red marker (priority 1 on configuration screen).

DISPLAY ACTIVITY MARKERS ON THE MAP

You can display activity markers on the map, to differentiate between activities, and to view specific activities such as activities that are at risk.

  1. To view the markers for non-scheduled activities in the Dispatch Console:
    1. Click Dispatch Console.Click a bucket or group in the Resource tree.
    2. Click the Map icon and then select Non-Scheduled.
  2. To view the markers on the Route map:
    1. Click a bucket or group icon on the Resource tree.
    2. In the hint, click the Route icon.
    3. Click the map icon and then select the Scheduling layer. Higher priority markers display on the map, when these two conditions satisfy:
      1. There are many activities in the same location or activities are in a clustered location.
      2. Activities have different map marker priorities.

Markers with different priorities display separately in clustered locations as you zoom in on the map, unless the location is the same.

Key Resources

Optimization of Screen Layouts on Big Monitors

This feature improves user experience for users running Core application on different kind of devices. For large computer monitors, the application introduces optimized screen layouts that will present more information on a single screen. For users that utilize Core application on mobile devices, it remains optimized for touch interaction. Dispatchers operating in Dispatch console can perform easier search and complete typical flows with the minimum number of clicks.

MORE COMPACT LAYOUTS

Size of fonts of and elements presented on the screens of Core application is dynamically changed depending on the dimension of the browser window.

  • For browser windows with size greater than 1024 px, tn the compact view. Dispatchers can view more content on activity, inventory and resource screens, in Dispatch console, the size of elements inside resource and activity hints is aligned with other elements on the screen.
  • For browser windows with size less than 1024 px, there are no changes. The application displays them the same way as they appear now.

LINKS IN ACTIVITY HINT

One of the typical routines for Dispatchers is to search for activities to inspect details, adjust data or perform some actions with them. Going through this flow in Dispatch console is more easier now because the application starts to display links in hints for activities found in search results. The application configures links on 'Activity hint' context layout in configuration of User types and aligns them with hints displayed for activities on Time and List views. Dispatchers can now utilize search more efficiently and work with activities directly from it instead of looking for an activity across Time/List views in Dispatch console.

Activity Hint in Dispatch Console

NOTE: When searching for activities on other screens, the links do not appear on activity hints.

Steps to Enable

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

Key Resources

Presenting Forms on Landing Page

Starting with update 19D, forms configured in Oracle Field Service Cloud can be displayed on the Landing Page.

You should configure forms for the Activity List context layout on the Screen Configuration screen for selected User Type. These form links are presented as separate tiles on Landing Page. Such tiles contain action link name and predefined icon that cannot be changed. This can be useful when trying to capture information that is not related to an activity or inventory such as a Vehicle or Safety inspection or capturing some type of expense. You can configure the forms from the Activity List context layout structure for the selected User Type. You can create any form (except the ‘Forms History’) from the Screen Configuration section.

FORMS HISTORY

The ‘Forms History’ form can added from the ‘Standard action screen.’Forms History'. The Forms History screen can be displayed on the Landing Page. To display the Forms History screen on the Landing Page, You should configure this presentation by adding Forms History action link.

Landing Page Showing Forms History

Steps to Enable

Follow these steps:

  1. Click Configuration, User Types to navigate to the User Types configuration screen.
  2. Select the corresponding User Type.
  3. Select the Screen Configuration tab and select Activity list.
  4. Click Add new and select the Custom forms option for any form excluding Forms History.

NOTE: You can display Forms History by adding Forms history action link. 

  1. Set up Add new visibility.
  2. Enter custom Name (optional).
  3. Log into the application under the user belonging to the configured User Type.
  4. Make sure the Landing Page displays the added links as tiles in the Landing Page with corresponding Names and icons.

NOTE: You cannot configure the added tile icon and color through the application but they correspond to the action link selected.

You may click Delete for the selected items to remove the forms you do not use.

Key Resources

Route Map: Select Activity to Schedule

Starting with update 19D, you can pick and assign any activity from the list using the Scheduling Layer on the Route Map. Activities within the same location or proximity are clustered into one marker with thick border. You can select any particular activity when working with the clustered activities.

Activities to Schedule on Route Map

NOTE: When working with clustered activities, you can safely navigate to the Activity Details screen and back to the Route Map screen. During this time, the selected activities remain as is.

Steps to Enable

Follow these steps to select an activity to schedule from the Route Map screen:

  1. Navigate to the Route Map screen.
  2. Select the Scheduling option in Layer Switcher.
  3. Select the clustered activity marker.
  4. Look for the activities from the cluster on a separate panel on the map.
  5. Select the activities that you want to assign to a schedule.
  6. Click Assign and then confirm the selected activities.

Key Resources

Where Is My Technician

Earlier, your customers couldn't see a technician's location in real-time, track a technician's arrival time, or chat with a technician. Starting with update 19D, the new feature, ‘Where is My Technician’, lets you send a URL to your customers, through which they can track the status of their ordered service. ‘Where is My Technician’ is available as a theme on the Configuration, Themes page. You can configure the ‘Where is My Technician’ screens with your organization’s branding and set whether your customer can track a technician on the map, see the technician’s details, and provide feedback when the technician completes the job.

NOTE: The Where’s My Technician functionality is not available for Contingent Workers.

You can perform these tasks with the ‘Where is My Technician’ feature:

  • Send a tracking URL in the appointment confirmation and reminder emails
  • Show the details of the appointment, service address, and day/time of arrival
  • Show a custom name for technicians, for example, Mr. William or Will
  • Show or hide the technician’s photo
  • Show or hide the technician’s position on the map
  • Show custom technician and customer location markers on the map
  • Show the estimated arrival time of the technician
  • Let customers track the technician’s location in near real-time
  • Allow or block providing feedback after a technician’s visit
  • Allow chatting through the Smart Chatbot
  • Configure branding for the tracking web page
  • Customize the text for the tracking page

HOW TO USE THE FEATURE?

The Where is My Technician feature is available if you have an Oracle Field Service Cloud Professional or an Oracle Field Service Cloud Enterprise subscription with Google Maps. The feature is not yet available for your subscriptions with Oracle Maps, but is planned for a future update.

Where is My Technician is a theme that is available on the Configuration, Themes page. When you configure this theme, you can send a URL to your customers, which they can use to track the technician. When your customers open the tracking URL, the page refreshes automatically every five seconds to display the latest information. If you change the fields on the theme, the new fields display when the customer refreshes the tracking page. Your customers can start tracking the technician’s route only when the technician is on the way to the activity. To track the technician’s location on the map, we recommend that your customers use the Oracle Field Service Cloud Installed Application with location sharing enabled.

Although the Where is My Technician theme supports all types of activities, we recommend that you do not use it for segmentable activities. Your customers can see the Where is My Technician page for non-scheduled activities as well, but without the date and time of service.   This theme includes the Scheduled, Days before, On the way, Arrived, and Feedback pages. However, for your customers it is just one page and the information on the page corresponds to the status of the activity at that time:

  • Scheduled: The activity is created in a bucket and the Service window/Delivery window is set.
  • Days Before: A technician is assigned (and can be also changed) and the Service Window is known.
  • On the Way: The technician is en route to the activity and the time of arrival (ETA) is available.
  • Arrived: The technician has arrived and started the activity.
  • Feedback: The technician has changed the activity to Complete, Not done, or Suspend.

To use the Where is My Technician feature, you must:

  • Create a theme for Where is My Technician.
  • Configure the theme with the required branding and other settings.
  • Add a placeholder for the URL on your message text.
  • Specify the theme label in the URL to determine the theme that you want to be accessed through the tracking link.

Other options that are added to themes in this update:

  • Default theme: Now you can click the hamburger icon to set a theme as default. When you do so, ‘Default’ is displayed on the theme icon. You cannot delete a default theme.
  • Disabling a theme: Now you can click the hamburger icon to disable a theme. When you do so, ‘Inactive’ is displayed on the theme icon. You can disable only those themes that are not used by any user.

CREATE A THEME FOR WHERE IS MY TECHNICIAN

You must create a theme for Where is My Technician to add the details that you want to show your customers. You can create multiple themes such as themes according to the services you provide (for example, telephone services, computer repair services), themes based on regional languages, or themes based on the preferences (such as location tracking enabled, feedback enabled). Users with the Oracle Field Service Cloud Professional subscription can create a maximum of five themes. And, users with the Oracle Field Service Cloud Enterprise subscription can create a maximum of 25 themes.

  1. Click Configuration, Themes.
  2. Under Where is My Technician, click Add new.
  3. On the Add WMT Theme page, enter a label for the theme. Later, you have to add this label to a message scenario to get the URL, so enter a meaningful label.
  4. Enter a description for the theme.
  5. Click Add. The Edit theme page appears. You can continue with creating the theme, or you can click Save and edit it later.

CONFIGURE A THEME

You must configure a theme after you create it. You configure a theme to select a template, specify your branding details, select the tracking details, and decide whether you want to let customers provide feedback for the technician and the service.

  1. Click Configuration, Themes.
  2. Under Where is My Technician, click Edit on the stack icon for the Where is My Technician theme of your choice.
  3. To add branding to the theme, click Branding and:
    1. Select the template that you want to use from Bright, Hero, and Minimal templates. Notice that the Scheduled, Days before, On the way, Arrived, and Feedback pages refresh with each detail that you add to the theme.
    2. In the Main color field, click the hexadecimal number and select a color of your choice. This is the color in which the text is displayed.
    3. In the Background color field, click the hexadecimal number and select a color of your choice. This is the background color of the page. Your customers may access this page from their mobile phones and the screen width is limited, so choose the colors carefully. If you have selected the Hero template, you can use the Background picture option and upload a custom photo.
    4. In the Company logo field, click Browse and select a file with the extension JPEG, PNG, GIF, TIFF, or SVG. You can select a file of maximum size 100 KB. This logo is displayed at the top of the screen.
    5. In the Company favicon field, click Browse and select a file with the extension ICO or PNG. You can select a file of maximum size 30 KB. This is the small icon is displayed on the web page header. It is typically a smaller image of your organization or product logo.
  4. To add the technician and map details, click Technician and Map and:
    1. In the Technician name field, select whether you want to display the technician’s name or the credence. You can choose any custom resource property that has the GUI set as Text element.
    2. Select the Show resource photo check box, if you want to display the technician’s photo. If you don’t select the check box, no photo is shown.
    3. Select the Show position on the map check box, if you want to let the customer track the technician’s location. If you don’t select this check box, only the customer’s location is shown.
    4. In the Technician icon field, select an icon from the drop-down list or, click Browse and select a custom icon. This icon indicates the technician’s location. If you select an icon from the drop-down list, its color changes to the colors you have selected in the Branding tab. If you select a custom icon, you can also select the position of the icon on the map. If a technician doesn’t share the location, or is offline for a long time, then only the customer’s location is displayed on the map. If neither the technician's location nor the customer's location is available, only a blue map is displayed.
    5. In the Location icon field, select an icon from the drop-down list or, click Browse and select a custom icon. This icon indicates the location of the activity. If you select an icon from the drop-down list, its color changes to the colors you have selected in the Branding tab. If you select a custom icon, you can also select the position of the icon on the map.

To customize the text, click Localization and:

  1. In each field, enter the text that you want to display, based on your business requirements.
  2. Click the question mark icon to view the description and default text of the field.
  3. Place the cursor at the required position, click the question mark, and then click Available placeholders. The data field is inserted at the selected location. Let’s say you want to change ‘{TECHNICIAN_NAME} is your technician.’ to ‘Your technician is ‘{TECHNICIAN_NAME}’. Delete the existing text and add ‘Your technician is’. Place the cursor after ‘is’. Click the question mark icon and then click ‘{TECHNICIAN_NAME}’ under Available placeholders.
  4. Optionally, clear the custom text to view the default text.

To add the Feedback page, click Feedback and:

  1. Select the Enable feedback check box to let your customers send feedback.
  2. Select an option for the Feedback mode field. You can choose from Comment and Rating, Comment, and Rating.
  3. In the Property for saving comments field, select the property that you want to use to store the comments.
  4. In the Property for saving rating field, select the property that you want to use to store the ratings.
  5. In the Localization field, customize the text that you want to display on the Feedback page. For more information on this, see Step 5.

If you want your customers to chat with a chatbot, ensure that you have a license for Oracle Digital Assistant. Verify that your administrator has created a web channel and configured the chatbot flow in Oracle Digital Assistant. Click Communication and:

  1. Select the Enable chatbot check box.
  2. Enter the Application ID of the Oracle Digital Assistant instance.
  3. Click Save. Your settings are saved and the Where is My Technician theme is created.

ADD A TRACKING URL TO A MESSAGE SCENARIO

You must add a placeholder to the 'Body' of the message step and specify the ‘Where is My Technician’ theme label to display the configured view and preferences on the tracking page.

  1. Go to Configuration, Message Scenarios.
  2. Click Modify on an existing message step or create a new step.
  3. Click Patterns and go to the Body section.
  4. Add the placeholder {{WMT_URL: label_theme}} (including the double braces) to the required position in the message body. Here, label_theme is the label of the Where is My Technician theme that you want to use.

A Message Scenario Body with the Placeholder for the Where Is My Technician Theme URL.

  1. Click Save. The WMT_URL placeholder is replaced with the tracking URL, when the message step is launched. The URL consists of the domain and a secure token that is specific for the activity. For example, https://w.etadirect.com/a784hk596 where https://w.etadirect.com/ is the domain and a784hk596 is the secure token. This URL is available for 90 days and expires after that. If your end-customer opens the URL after it expires, then they get the message, 'Oops. Seems that this URL is no longer valid and details are not available' on the page.

USE CASES AND THEIR LAUNCH CONDITIONS

This table provides the launch conditions you can use for notifying customers through Where is My Technician in various scenarios.

Scenario Launch Conditions
Confirm a scheduled appointment 'Activity created' when an activity is scheduled on a bucket and is not yet assigned to a field resource
Introduce a technician assigned to an appointment 'Activity created' when a Field resource is assigned to an activity or when an activity is re-assigned to another resource
Remind about a service days before 'There is a specified number of days prior to activity' or other from the Reminders section to notify that the scheduled service date is approaching
Notify if the technician has changed 'Activity created' if the activity is re-assigned to another field resource
Notify if the service has moved to a future date 'Activity is moved' if the activity is rescheduled to a future date
Notify that the technician will arrive soon 'Next activity is about to start' if the technician has completed the previous activity and is on the way to the end-customer
Request feedback when the technician has finished a service and left 'Activity completed', 'Activity not done', and 'Activity suspended' when you want to ask for feedback
Notify if end-customer contact information has changed "Activity Property Changed" You must add a new blocking condition "Is property changed"
Resend message if Service/Gateway fails

 "Sending will time out in" and/or "Number of attempts on 'failed' status"

AVAILABLE PLACEHOLDERS ON THE LOCALIZATION TAB

This table gives the placeholders that you can add to the text on the Localization tab.

Placeholder When You Can Use Values
{TECHNICIAN_NAME} Available in all activity statuses except "notAssigned". Can be used for translations:
  • First line of status text shown when the activity is already assigned to a technician Default value: Will arrive between
  •  Second line of status text shown when the activity is already assigned to a technician Default value: {ARRIVAL_TIME_RANGE}
  • First line of status text shown when the technician is on the way Default value: Arriving in about
  • Second line of status text shown when the technician is on the way Default value: {ETA}
  • Technician info text when the appointment is assigned Default value: {TECHNICIAN_NAME} is your technician
  • Technician info text when the technician is on the way Default value: {TECHNICIAN_NAME} is on the way
  • Technician info text when the technician has arrived Default value: {TECHNICIAN_NAME} has arrived
  • Feedback form ratio field title Default value: How was {TECHNICIAN_NAME}'s service?

Holm, Billy

Mr. Billy

Billy

{ETA}

Available for "onTheWay" activity status. Can be used for translations:

  • First line of status text shown when the technician is on the way Default value: Arriving in about
  • Second line of status text shown when the technician is on the way Default value: {ETA}

2 hours

42 minutes

less than 1 minute

{ARRIVAL_TIME_RANGE}

Available for "notAssigned" and "assigned" activity statuses and when delivery window or service window are not empty. Can be used for translations:

  • First line of status text shown when the activity is ordered and isn't assigned to a technician yet Default value: A technician will arrive between
  • Second line of status text shown when the activity is ordered and isn't assigned to a technician yet Default value: {ARRIVAL_TIME_RANGE}
  • First line of status text shown when the activity is already assigned to a technician Default value: Will arrive between
  • Second line of status text shown when the activity is already assigned to a technician Default value: {ARRIVAL_TIME_RANGE}
8:15 AM - 8:45 AM

USE NOTIFICATION CHANNELS

You can send the Where is My Technician tracking details through emails that are generated using Message Scenarios, email and SMS through gateway services, and through custom delivery channels. The custom delivery channels can be email or web-services that accept SOAP API requests.

  1. To use the email notification channel with Message Scenarios:
    1. Click Configuration, Message Scenarios.
    2. Create or modify a message step.
    3. On the Settings tab, Select "Email" for "Delivery Channel".
    4. Select 'Customer' for 'Recipient'.
    5. Open the Patterns tab and go to the 'Body' section.
    6. Add the placeholder {{WMT_URL: theme_label}} (with double braces) at the point where you want to add the link.
    7. Continue with creating or modifying the step.
    8. Click Save.
  2. To send an SMS using a third-party gateway service through Oracle Integration Cloud:
    1. Define a custom property (for example, X_WMT_MESSAGE) where you want to store the tracking URL.
    2. Configure Oracle Integration Cloud to read the custom property and the customer’s phone property. Configure it to send messages using third-party tools, such as, Twilio OIC adapter or Oracle Service Cloud integration.
    3. Click Configuration, Message Scenarios.
    4. Create or modify a message step.
    5. On the Settings tab, Select "Set Property" for "Delivery Channel".
    6. Select 'Customer' for 'Recipient'.
    7. Open the Patterns tab and go to the 'Body' section.
    8. Specify the property label (for example, X_WMT_MESSAGE) in the 'Subject' section.
    9. Click Save. When the Message Scenario is launched, the SMS is sent to the phone number.

VERIFY WHETHER THE URL IS GENERATED FOR THE MESSAGE STEP

Sometimes, you may want to verify whether a message was generated with the tracking URL and sent to the customer. You can use the Messages button on the Activity details screen to verify.

  1. Configure the ‘Messages' button for the Activity details screen.
  2. Open the Activity details screen for the activity for which the customer has to get the tracking URL.
  3. Click Messages.       
  4. Use the Status, Delivery channel, Recipient filters. Or, use the 'Any' option. The messages that match the criteria appear.
  5. Find the message step for which you want to verify the URL.
  6. Click a line of the message step and verify the 'Body' text of the message. The URL must be present.

WORK WITH ORACLE DIGITAL ASSISTANT

If you want your customers chat with a chatbot, you must get a license for Oracle Digital Assistant and configure it. Only when you configure Oracle Digital Assistant that it can receive messages from Oracle Field Service Cloud. You must create a Web Channel for the chatbot and enable the chatbot. For more information about Oracle Digital Assistant, see Using Oracle Digital Assistant.

You can use these parameters with the Skill feature of Oracle Digital Assistant send messages:

Oracle Field Service Cloud Fields Placeholders that Can Be Used in Oracle Digital Assistant
Resource name resourceName
Customer name customerName
Activity ID   activityId
Activity Type aworkType

Oracle Field Service Cloud passes the values of these parameters to Oracle Digital Assistant chatbot, when your customer opens the tracking URL.

SCREENS OVERVIEW

Your customers view the tracking page according to the activity status and the theme configuration. The possible combinations of activity status and theme configuration are:

Screen: Scheduled Description: Information about a scheduled activity shown when the activity is in a 'pending' status and not assigned to the technician yet. Information:

  • Activity date [date] is shown, when the activity is scheduled.
  • Arrival time range - Delivery Window, or if it is absent, Service Window. This screen doesn't support SLA and Access hours.
  • Service Address - a composition of activity address properties: Street address [caddress], City [ccity], Country Code [czip] and State Province [cstate].
  • Details of Service - Activity Type [aworktype].

Screen: Scheduled; Template: Bright; Image: Mobile

Screen: Scheduled; Template: Bright; Image: Mobile

Screen: Scheduled; Template: Bright; Image: Desktop

Screen: Scheduled; Template: Bright; Image: Desktop

Screen: Scheduled; Template: Hero; Image: Mobile

Screen: Scheduled; Template: Hero; Image: Mobile

Screen: Scheduled; Template: Hero; Image: Desktop

Screen: Scheduled; Template: Hero; Image: Desktop

Screen: Scheduled; Template: Minimal; Image: Mobile

Screen: Scheduled; Template: Minimal; Image: Mobile

Screen: Scheduled; Template: Minimal; Image: Desktop

Screen: Scheduled; Template: Minimal; Image: Desktop

Screen: Assigned Description: Information about a technician is shown when the activity is assigned to a technician, but the technician has other work to finish first. Information:

  • Technician's name - a resource property which is configured for a theme, Name [pname] - by default.
  • Technician's photo (if "Show resource photo" option is enabled at the theme configuration).
  • Activity date [date] - is shown, when the activity is scheduled.
  • Arrival time range - Delivery Window, or if it is absent - Service Window. This screen doesn't support SLA and Access houres.
  • Service Address - a composition of activity address properties: Street address [caddress], City [ccity], Country Code [czip] and State Province [cstate].
  • Details of Service - Activity Type [aworktype]. This field is hidden for the Bright template.

Screen: Assigned; Template: Bright; Image: Mobile

Screen: Assigned; Template: Bright; Image: Mobile

Screen: Assigned; Template: Bright; Image: Desktop

Screen: Assigned; Template: Bright; Image: Desktop

Screen: Assigned; Template: Hero; Image: Mobile

Screen: Assigned; Template: Hero; Image: Mobile

Screen: Assigned; Template: Hero; Image: Desktop

Screen: Assigned; Template: Hero; Image: Desktop

Screen: Assigned; Template: Minimal; Image: Mobile

Screen: Assigned; Template: Minimal; Image: Mobile

Screen: Assigned; Template: Minimal; Image: Desktop

Screen: Assigned; Template: Minimal; Image: Mobile

Screen: On the Way Description: 'On the way' screen is shown when a technician completes a previous activity (if any), and goes to the end-customer’s location. Information:

  • Technician's name - a resource property which is configured for a theme, Name [pname] - by default.
  • Technician's photo (if "Show resource photo" option is enabled at the theme configuration).
  • Technician's position and route to the activity address (if "Show position on the map" option is enabled at the theme configuration).
  • Estimated time of arrival - a number of minutes or hours till the technician arrives. Is calculated as Activity Start Time [eta] - current time. If the technician is late - a phrase "in less than 1 minute" is displayed.
  • Service Address - a composition of activity address properties: Street address [caddress], City [ccity], Country Code [czip] and State Province [cstate].
  • Details of Service - Activity Type [aworktype]. This field is hidden for the Bright template.

Screen: On the Way; Template: Bright; Image: Mobile

Screen: On the Way; Template: Bright; Image: Mobile

Screen: On the Way; Template: Bright; Image: Desktop

Screen: On the Way; Template: Bright; Image: Desktop

Screen: On the Way; Template: Hero; Image: Mobile

Screen: On the Way; Template: Hero; Image: Mobile

Screen: On the Way; Template: Hero; Image: Desktop

Screen: On the Way; Template: Hero; Image: Desktop

Screen: On the Way; Template: Minimal; Image: Mobile

Screen: On the Way; Template: Minimal; Image: Mobile

Screen: On the Way; Template: Minimal; Image: Desktop

Screen: On the Way; Template: Minimal; Image: Desktop

Screen: Arrived Description: Information about the technician is shown when the technician has started the activity. Information:

  • Technician's name - a resource property which is configured for the theme, by default it's Name [pname].
  • Technician's photo (if "Show resource photo" option is enabled at the theme configuration).
  • Service Address - a composition of activity address properties: Street address [caddress], City [ccity], Country Code [czip] and State Province [cstate].
  • Details of Service - Activity Type [aworktype]. This field is hidden for the Bright template.

Screen: Arrived; Template: Bright; Image: Mobile

Screen: Arrived; Template: Bright; Image: Mobile

Screen: Arrived; Template: Bright; Image: Desktop

Screen: Arrived; Template: Bright; Image: Desktop

Screen: Arrived; Template: Hero; Image: Mobile

Screen: Arrived; Template: Hero; Image: Mobile

Screen: Arrived; Template: Hero; Image: Desktop

Screen: Arrived; Template: Hero; Image: Desktop

Screen: Arrived; Template: Minimal; Image: Mobile

Screen: Arrived; Template: Minimal; Image: Mobile

Screen: Arrived; Template: Minimal; Image: Desktop

Screen: Arrived; Template: Minimal; Image: Desktop

Screen: Feedback Description: Feedback screen is shown, if the "Enable Feedback" option is selected on the theme configuration and the user hasn't provided the feedback yet. If the user has provided the feedback, or if the feedback form is disabled, the "Thank you!" screen is shown. This is the final screen.

Screen: Feedback--Rating and Comments; Template: Bright; Image: Mobile

Screen: Feedback--Rating and Comments; Template: Bright; Image: Mobile

Screen: Feedback--Rating and Comments; Template: Bright; Image: Desktop

Screen: Feedback--Rating and Comments; Template: Bright; Image: Desktop

Screen: Feedback--Thank you; Template: Bright; Image: Mobile

Screen: Feedback--Thank you; Template: Bright; Image: Mobile

Screen: Feedback--Thank you; Template: Bright; Image: Desktop

Screen: Feedback--Thank you; Template: Bright; Image: Desktop

Screen: Feedback--Rating and Comments; Template: Hero; Image: Mobile

Screen: Feedback--Rating and Comments; Template: Hero; Image: Mobile

Screen: Feedback--Rating and Comments; Template: Hero; Image: Desktop

Screen: Feedback--Rating and Comments; Template: Hero; Image: Desktop

Screen: Feedback--Thank you; Template: Hero; Image: Mobile

Screen: Feedback--Thank you; Template: Hero; Image: Mobile

Screen: Feedback--Thank you; Template: Hero; Image: Desktop

Screen: Feedback--Thank you; Template: Hero; Image: Desktop

Screen: Feedback--Rating and Comments; Template: Minimal; Image: Mobile

Screen: Feedback--Rating and Comments; Template: Minimal; Image: Mobile

Screen: Feedback--Rating and Comments; Template: Minimal; Image: Desktop

Screen: Feedback--Rating and Comments; Template: Minimal; Image: Desktop

Screen: Feedback--Thank you; Template: Minimal; Image: Mobile

Screen: Feedback--Thank you; Template: Minimal; Image: Mobile

Screen: Feedback--Thank you; Template: Minimal; Image: Desktop

Screen: Feedback--Thank you; Template: Minimal; Image: Desktop

Screen: Not Done, Canceled Description: This is the final screen, when the activity is marked Not Done or Canceled. Template: Thank you screens with Bright, Hero, and Minimal templates are displayed.

Steps to Enable

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

Key Resources

Integration

New Warning Messages in Outbound Channels

The Outbound Integration page has been enhanced with update 19D. It displays new error messages or warning messages related to Oracle Analytical Cloud (OAC) and Oracle Database as a Service (DBaaS) integration.

Here is the list of warning messages:

  • Connection failure
  • Configuration issue exists between ORDS and DBaaS
  • Number of Columns exceeds 1000 warning message
  • Host Unreachable Message

CONNECTION FAILURE

The system displays a warning message to indicate that it is a test connection failure.

Test Connection Failure Warning Message

Such warning messages occur due to the following reasons:

  • the Database as a service connection is invalid or not configured in OAC
  • the user name for Database as a service configuration contains uppercase characters.
  • OAC returns 500 HTTP status code.

CONFIGURATION ISSUE EXISTS BETWEEN ORDS AND DBAAS

The system displays a warning message due to configuration issue between Oracle REST Data Services (ORDS) and DBaaS.

Configuration Issue Exists Between ORDS and DBaaS Warning Message

NUMBER OF COLUMNS EXCEED 1000 WARNING MESSAGE

In case of BICS/OACS/DBaaS configurations, the maximum fields you can add for an entity is limited to 1000. If you try to add more fields, the system displays a warning message.

Number of Columns Exceed 1000 Warning Message

HOST UNREACHABLE MESSAGE

In BICS /OAC/DBaaS channels, the host must be reachable within 7 days. If the host is not reachable for more than 7 days, the system displays an error message.

Host Unreachable Warning Message

Fix the issue or change the current configuration and then try to establish the connection between Oracle Field Service Cloud and the Outbound channel.

Steps to Enable

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

Key Resources

Oracle Field Service Cloud - Oracle Knowledge Advanced Integration

Earlier, a single user account was used to authenticate the Oracle Field Service Cloud – Oracle Knowledge Advanced integration. OKA reports always showed this single user and thereby, made it difficult to identify the actual users who accessed the Oracle Knowledge Advanced service from Oracle Field Service Cloud. With 19D, Oracle Field Service Cloud offers Pass-Through Authentication (PTA) mechanism in Oracle Field Service Cloud -Oracle Knowledge Advanced integration. With this mechanism, Oracle Knowledge Advanced reports display the actual users’ login details.

The PTA option helps track the actual usage of users accessing Oracle Knowledge Advanced from Oracle Field Service Cloud. When you select PTA as the security policy in Oracle Field Service Cloud, Oracle B2C Service acts as an IDP. This security policy uses PTA in Oracle B2C Service to create the contact and provide access to Oracle Knowledge Advanced. For more information about PTA, click here.

CONFIGURE PASS-THROUGH AUTHENTICATION (PTA)

Follow these steps to configure the PTA:

  1. Click Configuration, Oracle Knowledge.
  2. Oracle Knowledge is displayed on the Configuration screen, only if you have a license for it:

Configuration Settings for Oracle Knowledge Access in Oracle Field Service Cloud

  1. Complete these fields:
Field Description
Security policy The security policy that you want to use to connect to Oracle Knowledge Advanced. Select Pass-Through Authentication.
URL The URL to access the knowledge base.
User Name User name is a concatenation of your Oracle Field Service Cloud user name and the string &p_li_passwd followed by the value of PTA_SECRET_KEY. For example, 'john.smith&p_li_passwd=ThisIsASecret'.
Password Your Oracle Field Service Cloud password.
Knowledge fields mapping Provides the possibility to configure the parameters of the context search and filtering, based on activity properties. Select the desired search, category, and product properties from the drop-down lists.
  1. Click Save.

See the PTA guide (select the latest version) for more information about the configuration settings.

NOTE: Connectivity must be available to integrate Oracle Field Service Cloud with Oracle Knowledge Advanced. Oracle Field Service Cloud must be able to reach the Oracle Knowledge Advanced URL.

This table provides the settings for PTA and the values you must use.

Name Value Description
PTA_ENABLED Yes   Enables the use of PTA login integration.
PTA_ENCRYPTION_KEYGEN 3 Specifies the type of keygen method to use for PTA encryption. 3 ? RSSL_KEYGEN_NONE
PTA_ENCRYPTION_METHOD aes256  Specifies the encryption scheme PTA logins should use.  aes256 ? 256 bit AES in CBC mode
PTA_ENCRYPTION_PADDING 1 Specifies the type of padding method to use for PTA encryption. 1 ? RSSL_PAD_PKCS7
PTA_IGNORE_CONTACT_PASSWORD Yes Specifies whether contact passwords are honored during PTA logins. If enabled, contact passwords are ignored and users can log in through PTA with just a username.
PTA_SECRET_KEY < User defined value >

Specifies the secret key used to validate login integration parameters, when encryption is disabled, or to decode the PTA string when encryption is enabled. If encryption is disabled, you must pass this value as a p_li_passwd parameter encoded within the PTA login string. If encryption is enabled, you must not include this value within the PTA string and use only to encrypt the value sent. Requests that send an invalid value are rejected.

This key used as the "Secret Key" in the new configuration page of Oracle Knowledge.

NOTE: As part of the new user authentication process, Oracle B2C Service expects an email address as a mandatory field. Oracle Field Service Cloud uses the user email address configured in a custom property selected as "Email for password reset" on the "Display" screen for this purpose. If you have not enabled this email address, or you have provided an invalid email address, Oracle Field Service Cloud generates a dummy email address in the format " <Oracle Field Service Cloud_login>@<Oracle Field Service Cloud_instance_id >. invalid". If a domain is not available in the email address field, the application does not create a contact. So, make sure that you have configured a valid email id in Oracle Field Service Cloud.

SECURITY POLICY AS BASIC AUTHENTICATION

This policy supports the existing single user-based access to Oracle Knowledge Advanced.

This table provides the settings required in HMS for integration using PTA.

Name Value Description
PTA_ENABLED Yes   Enables the use of PTA login integration.
PTA_ENCRYPTION_KEYGEN Empty value  
PTA_ENCRYPTION_METHOD Empty value  
PTA_ENCRYPTION_PADDING Empty value  
PTA_IGNORE_CONTACT_PASSWORD No Specifies whether contact passwords are honored during PTA logins. If enabled, contact passwords are ignored and users can log in through PTA with just a username.
PTA_SECRET_KEY Empty value Specifies the secret key used to validate login integration parameters when encryption is disabled, or to decode the PTA string when encryption is enabled.

TYPICAL WORKFLOW FOR ORACLE FIELD SERVICE CLOUD-ORACLE KNOWLEDGE ADVANCED AUTHENTICATION

  1. When a user initiates Oracle Knowledge Advanced pages from Oracle Field Service Cloud, Oracle Field Service Cloud initiates a request to Oracle B2C Service for authentication.
  2. It validates whether a user that is present in Oracle B2C Service is using the user id.
  3. If a valid user id is present in Oracle B2C Service, the user is authorized to access the Oracle Knowledge Advanced pages.
  4. If there is no user present in Oracle B2C Service, Oracle Field Service Cloud creates a new contact in Oracle B2C Service with User login, user last name, and email. The user login and user last name are taken from the Oracle Field Service Cloud login details. The email is taken from restore password (if email id is defined there) and updated in Oracle B2C Service.
  5. If there is no valid email available in Oracle Field Service Cloud, a dummy email is created in Oracle B2C Service with the format, <Oracle Field Service Cloud_login>@<Oracle Field Service Cloud_instance_id>.invalid. Make sure that you have a valid email id in Oracle Field Service Cloud, before you create a new request in Oracle Knowledge Advanced, so that the contact in Oracle B2C Service is created with a valid email id.

Steps to Enable

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

Key Resources

Routing

Alter Automatic Ordering for a Routing Plan

Starting update 19D, the Automatic Ordering feature is renamed to Not Ordered Activity Behavior. In addition to Order or Not Order you can select the Order by filter option in the Not Ordered Activity Behavior field in the Add or Edit Routing Plan dialog. The application places activities without service windows on the route in the most efficient order but does not assign a time slot. In this case, resources decide when to do the work. Not Ordered Activity Behavior can help you complete more activities over the course of the day, but it also reduces the resources’ ability to use their own judgment in completing activities. 

Steps to Enable

You can alter Not Ordered Activity Behavior option for the routing plan at a filter level.

Follow these steps:

  1. In the Add/Edit Routing Plan, navigate to the Not Ordered Activity Behavior field before the Filters section:

Edit Routing Plan Dialog

  1. In the Not Ordered Activity Behavior field, select the Order by filter option and click Update.
  2. Alternatively, you can set this option in the Filter Parameters dialog:

Filter Parameters Dialog

For each filter, select one of these options in the Not Ordered Activity Behavior field and click Update:

  • Do not order option if you do not want to change the activity ordering status – status of all activities will be as Ordered after the routing,
  • Order option if you want to make all of the activities as automatically ordered during the routing plan. This is a default value for new routing plans.
  • Order by option if you want to make all eligible activities as automatically ordered or unordered during the routing plan.

By default, when you choose the Order by filter option for Not Ordered Activity Behavior on routing plan level, all activity filters will have their Not Ordered Activity Behavior set to Order. The same setting is default for newly added filters.

NOTE: When creating, routing plans will have Not Ordered Activity Behavior on routing plan level set up to Order. You must manually set this option.

Tips And Considerations

Migration from Oracle Field Service Cloud Versions Prior to 19D

Routing plans having Automatic ordering option set to ON after migration will have Not Ordered Activity Behavior on routing plan level set up to Order. Routing plans having Automatic ordering option set to OFF after migration will have Not Ordered Activity Behavior on routing plan level set up to Do not order, so the behavior of migrated routing plans remains unchanged after the migration.

Key Resources

Optimization of Travel Within a Single Route

Earlier, travel optimization within a single route by changing activities order was not available. With update 19D, Routing allows you to optimize travels within a single route by reordering activities within the same route to achieve better travel results. In this case, Routing does not allow you to reassign them to another resource.

Steps to Enable

To set travel optimization within a single route, follow these steps.

  1. Navigate to the Routing screen.
  2. Select the routing plan that you want to modify in the list and click the Modify link.
  3. In the Modify routing plan dialog, expand the Optimization Strategy section and select an Optimization goal from the drop-down list:

Preassigned Activities Handling Field in the Optimization Strategy Section

  1. In the Preassigned activities handling field:
  • Choose Do not move activities between routes and do not reorder activities option if you want routing plan to add activities to existing routes without moving existing preassigned activities either between resources or within the same route.
  • Choose Reorder activities within resource route option for the routing plan to reorder activities within the same route but not moving them between different providers routes.
  • Choose Move activities between resources routes only and reorder within the same route option for the routing plan to reassign activities but keep the order of activities in the same route unchanged.
  • Choose Move activities between resources routes and reorder within the same route option so that the routing plan can both reassign and reorder activities.
  1. Based on the selected option, internal routing optimization strategy is tweaked for better achieving the goal.
  2. To manage chances activities being  moved within different routes, set the value in the Moving activities penalty value field.
  • If you set this value to 0, activities are moved whenever there are better routes according to selected optimization goal and routing plan settings.
  • The higher this value is, the bigger gain such a reassignment should bring for being applied, otherwise routes remains unchanged.
  1. If the route reordering is applied, it allows routing improvement according to selected optimization goal and routing plan settings.
  2. Click Update to save your changes.

Tips And Considerations

Migration will be according to the following rules so the behavior of existing routing plans remain unchanged:

ON

Move activities between resources routes and reorder within the same route

OFF

Do not move activities between routes and do not reorder activities

Key Resources