Cloud Readiness / Oracle Field Service
What's New
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  1. Update 20C
  1. Revision History
  2. Overview
  3. Feature Summary
    1. Administration
        1. Glossary Translation Indication for Languages Shown on Display Screen
        2. Improvements in the Where Is My Technician Configuration
        3. Removal of Deprecated Surveys Functionality
        4. Removal of MD5 and SHA-1 from Login Policies
        5. Scan Multiple Barcodes in Forms and Standard Screens
    2. Android and iOS Applications
        1. Notification to Upgrade Oracle Field Service Mobile for Android and iOS Apps
        2. Support File Download From All Screens and Hosted Plugins
    3. APIs
        1. Removal of SOAP APIs
        2. Find Matching Resources for Specified Access Schedule Information
        3. Identify the Relationship Between API Parameters and Field Labels
        4. Improve Properties Collection for Metadata API
        5. Retrieve the Last Known Position for All Resources
        6. Retrieve the Order of Fields in a Work Zone Key
    4. Capacity Management
        1. Consider Final Travel Time in Capacity Calculations
    5. Core Application
        1. Assignment Assistant
        2. Enable Redwood Theme in the Core Application
        3. Improved Navigation on Other Screens
        4. Improved Navigation on Resource Screens
        5. Resource Management Improvements
        6. Work Zones Visualization Improvements
        7. Update Access Schedule in Core Application
        8. View Resource History in Core Application
        9. Link a Segmentable Activity with a Segmentable Activity
    6. Core Manage
        1. Removal of Legacy Manage Notice
    7. Plugin Framework
        1. Remove Plug-In API Contexts
        2. Send User and Team Data in Plug-In API
    8. Routing
        1. Routing Report Improvements
  4. IMPORTANT Actions and Considerations

Update 20C

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
24 SEP 2020 Resource Management Improvements Updated document. Revised feature information.
27 AUG 2020 View Resource History in Core Application Updated document. Revised feature information.
10 AUG 2020 Link a Segmentable Activity with a Segmentable Activity Updated document. Revised feature information.
10 AUG 2020 Resource Management Improvements Updated document. Revised feature information.
24 JUL 2020   Created initial document.

Overview

This guide outlines the information you need to know about new and improved functionality in Oracle Field Service Update 20c. 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, log in to our support site and access Answer ID 8415.

Oracle Field Service Best Practices Guide: Please be sure to download our Oracle Field Service 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 subscription.

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:

Features Delivered Enabled

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
(Features 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.

Action is Needed BEFORE Use by End Users
(Features 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

Glossary Translation Indication for Languages Shown on Display Screen

Improvements in the Where Is My Technician Configuration

Removal of Deprecated Surveys Functionality

Removal of MD5 and SHA-1 from Login Policies

Scan Multiple Barcodes in Forms and Standard Screens

Android and iOS Applications

Notification to Upgrade Oracle Field Service Mobile for Android and iOS Apps

Support File Download From All Screens and Hosted Plugins

APIs

Removal of SOAP APIs

Find Matching Resources for Specified Access Schedule Information

Identify the Relationship Between API Parameters and Field Labels

Improve Properties Collection for Metadata API

Retrieve the Last Known Position for All Resources

Retrieve the Order of Fields in a Work Zone Key

Capacity Management

Consider Final Travel Time in Capacity Calculations

Core Application

Assignment Assistant

Enable Redwood Theme in the Core Application

Improved Navigation on Other Screens

Improved Navigation on Resource Screens

Resource Management Improvements

Work Zones Visualization Improvements

Update Access Schedule in Core Application

View Resource History in Core Application

Link a Segmentable Activity with a Segmentable Activity

Core Manage

Removal of Legacy Manage Notice

Plugin Framework

Remove Plug-In API Contexts

Send User and Team Data in Plug-In API

Routing

Routing Report Improvements

>>Click for IMPORTANT Actions and Considerations

Administration

Glossary Translation Indication for Languages Shown on Display Screen

Oracle doesn't provide translations for some of the languages that are listed in Oracle Field Service. You can select these languages on the Languages screen within Glossary, however, you must provide your own glossary translations.

Starting with Update 20C, the languages for which the translations are not available are marked with the  “*” symbol and the "Oracle doesn't provide glossary translation" remark on the Languages screen, as shown in this screenshot:

This screenshot shows the Languages screen that includes the remark for the translations.

Steps to Enable

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

Key Resources

Improvements in the Where Is My Technician Configuration

Starting with Update 20C, you can perform a number of new configurations that aid in customer communication and help with customer and employee safety. These include:

  • Configure the field that you want to use for arrival time.
  • Show or hide the type of service the technician is performing.
  • Show or hide the customer’s address.
  • Show the approximate position of the customer on the map. 
  • Set the duration for which the technician’s position is unavailable on the map, after technicians had completed their previous appointment or activated their route.
  • Configure the locale for the Where is My Technician screens.
  • Set a custom domain for the Where is My Technician URL.

To configure these settings:

  1. Click Configuration, Themes.
  2. Click the Where is My Technician theme that you want to edit.
  3. To configure arrival time:
    1. Click Attributes.
    2. Select one of these values from the Arrival time drop-down list:
  • Do not display: Select this option to hide the arrival time on the Where is My Technician screen.
  • Time notified, Delivery Window, Service window: Select this option for the application to choose the available value according to the activity status, value availability, and priority:
    • Time notified:
      • Delivery Window
      • ETA
      • Service window
      • Value returned through an outbound response message
    • Delivery Window
    • Service window
  • Time notified: Select this option to display the time you have informed your customer that the technician would arrive. The application does not update this value automatically. The options are:
    • Delivery Window
    • ETA
    • Service window
    • Value returned through an outbound response message
  • Delivery Window
  • Service window
  • ETA

You can configure the 'ARRIVAL_TIME_RANGE' placeholder to configure the value that you want to use for Time notified. If the Delivery Window, Service Window, or ETA is empty then the arrival time is not shown on the screen. This screenshot shows the Arrival time field on the Attributes tab:

This screenshot shows the Arrival time field on the Attributes tab of the Where is My Technician theme.

  1. To configure the type of service that the technician performs:
    1. Click Attributes.
    2. Select one of these values from the Type of Service drop-down list:
  • Do not display: Select this option to hide the type of service.
  • Activity type: Select this option to display the activity type as the type of service.

This screenshot shows the Type of Service field on the Attributes tab of the Where is My Technician theme:

This screenshot shows the Type of service field on the Attributes tab of the Where is My Technician theme.

  1. To configure the display of customer’s address:
    1. Click Attributes.
    2. Select one of these values from the Customer Position drop-down list:
  • Do not display: Select this option to hide the customer’s address.
  • Customer address: Select this option to display the customer’s address on the Where is My Technician screen. This field comprises the Address, City, ZIP/Postal Code, and State fields. If any of these values are empty then they are not shown on the screen.

The 'Technician name' and 'Show technicians photo' available on the Attributes tab work the same way (as in previous versions). Be aware that the photo available in the Avatar field of the Resource Info screen is used as the technician’s photo.

  1. To set the customer’s position on the map:
    1. Click Map.
    2. Select one of these values from the Customer Position drop-down list:
  • Do not display: Select this option to hide the customer’s coordinates on the map. When you select this option, the technician’s position is hidden.  Use the Customer address field on Attribute tab to hide the customer’s address on the screen.
  • Exact: Select this option to display the exact position of the customer on the map.
  • Approximate: Select this option to display a bubble around the customer’s location on the map.

This screenshot shows the Customer Position field on the Map tab:

This screenshot shows the Customer Position field on the Map tab.

  1. To set the technician’s position on the map:
    1. Click Map.
    2. Select one of these values from the Technician Position drop-down list:
  • Do not display: Select this option to hide the technician’s coordinates on the map.
  • Show with driving track: Select this option to display the technician’s driving track, while showing the exact position of the customer on the map.
  • Show without driving track: Select this option to display the technician icon without the driving track, when you have selected the customer position as Exact or Approximate. When you have selected the customer’s position as Approximate, the technician icon is available until the technician hits the bubble on the map. After that, the technician icon is hidden.
  • Select Do not show position to hide the technician’s position for the specified time after they have completed the previous appointment or after they have activated the route. The activity status of the previous activity can be Complete, Not done, Canceled, Suspended, or the activity order is changed. As soon as the set time is over, the Technician icon is shown on the map. This helps you hide the coordinates of the previous customer or the home location of the technician. This field is set 0 (zero) by default, which means the technician’s position is shown immediately after the technician completes the previous appointment.

This screenshot shows the customer's position and the technician's position on the Where is My Technician screen:

This screenshot shows the customer's position and the technician's position on the Where is My Technician screen.

  1. To configure the locale for the Where is My Technician screen:
    1. Click Localization.
    2. Select the required value from the Locale drop-down list. The translation for the default text and the translation and format of date and time depend on the locale you select here. 'English - United States of America' is set by default for new themes.
  2. To use a custom domain to brand your Where is My Technician URL with your company name:
    1. Click Branding.
    2. In the Custom domain name field, enter the domain name that you want to use in the Where is My Technician URL. The domain name is limited to 256 characters. For example, https://wmt.example.com/k694jg. Here, k694g is the unique token.

NOTE: If the Custom domain name field is empty, then the Where is My Technician URL cannot be opened in an iFrame. 

    1. Configure the HTTPS web server with the proxy page. Configure your web server to route all the requests to an index page.
    2. Add the index.html page to the root of the web server.

Example of the Configuration for NGINX

server {

listen 80;

server_name  wmt.example.com;

location / {

root   /usr/share/nginx/html;

try_files $uri /index.html;

}

}

Example of How You Can Open a Where Is My Technician URL With a Custom Domain in iFrame

<!DOCTYPE html>

<html>

<head>

<title>WMT within iframe</title>

<style type="text/css">

html {

overflow: auto;

}

html,

body,

div,

iframe {

margin: 0px;

padding: 0px;

height: 100%;

border: none;

}

iframe {

display: block;

width: 100%;

border: none;

overflow-y: auto;

overflow-x: hidden;

}

</style>

</head>

<body>

<iframe id="wmt-chrome"

src="#"

frameborder="0"

marginheight="0"

marginwidth="0"

width="100%"

height="100%"

scrolling="auto">

</iframe>

</body>

<script type="text/javascript">

document.getElementById('wmt-chrome').setAttribute('src', 'https://{custom_domain_name}' + window.location.pathname);

</script>

</html>

Oracle Field Service supports the default translations and date and time format for these languages:

The default translations and date and time format supported for the Arabic language.

The default translations and date and time format supported for the Czech, Danish, German, Greek, and English languages:

The default translations and date and time format supported for the Czech, Danish, German, Greek, and English languages.

The default translations and date and time format supported for the Spanish language:

The default translations and date and time format supported for the Spanish language.

The default translations and date and time format supported for the Finnish, French (European), Hindi, Hungarian, Italian, and Japanese languages:

The default translations and date and time format supported for the Finnish, French (European), Hindi, Hungarian, Italian, and Japanese languages.

The default translations and date and time format supported for the Korean, Dutch, Norwegian (Bokmal), Polish, Romanian, Russian, Swedish, and Turkish languages:

The default translations and date and time format supported for the Korean, Dutch, Norwegian (Bokmal), Polish, Romanian, Russian, Swedish, and Turkish languages.

Steps to Enable

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

Removal of Deprecated Surveys Functionality

Previously, the Surveys functionality was deprecated. Starting with Update 20C, the configuration screen for Surveys has been removed. Further, the option to select survey questions in the message step configuration for the Post Appointment Survey (PAS) has also been removed. So you can neither add a survey, nor use surveys in Message Scenarios.

Steps to Enable

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

Key Resources

Removal of MD5 and SHA-1 from Login Policies

Earlier, the ‘Disable weak password hash' and SHA-1 options were deprecated.

Starting with Update 20C, these options are removed from the Login Policy screens.

Removal of 'Disable weak password hash'

The 'Disable weak password hash' check box is removed for the Internal Authentication Method on the Add Policy and Edit Policy screens. From Update 20C onward, the application saves the user passwords using the secure SHA-256 hash and removes the support of md5 hash for storing passwords.

Removal of 'Signature hashing algorithm'

The 'Signature hashing algorithm' drop-down list is removed for the SAML Authentication Method on the Add Policy screen. The setting does not display for existing Login Policies, where you have selected SHA-256 as the hashing algorithm.

You can no longer select SHA-1 hash as the option for SAML Login Policy. The hashing algorithm is already set to SHA-256 in the OFS Metadata XML that you can download for SAML integrations. If you have any SAML integrations with SHA-1 hash, it will continue to work. In such cases, the 'Signature hashing algorithm' setting is displayed for the existing SHA-1 SAML Login Policies. The setting is removed when you change the security hashing algorithm to SHA-256 and save the changes.

Steps to Enable

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

Key Resources

Scan Multiple Barcodes in Forms and Standard Screens

Earlier, you could scan only one Barcode/QR code. Starting with Update 20C, you can scan multiple barcodes with a single click, and you can add the Barcode/QR code scanner option to the standard screens in Core Application. Currently, the barcode scanning function is available in Oracle Field Service Mobile for Android and iOS apps, so you must install the app to use this feature.

Configure the Barcode/QR Code Scanner Field

Follow these steps:

  1. To configure the Barcode/QR code scanner check box on a standard screen:
    1. Click Configuration, User Types.
    2. Select the User Type for which you want to add the option to scan barcodes.
    3. Click Screen configuration.
    4. Under Application screens, locate and click the screen name for which you want to add the option. For example, Install inventory.
    5. From the New element section, drag and drop the Input element to the required position on the form.
    6. Click the element and select the Barcode/QR code scanner check box. Complete the other details such as translations and visibility.
    7. Click Save.
  2. To configure multiple Barcode/QR code scanner check boxes:
    1. Create or open a custom form. Or, click Configuration, User Types, Screen configuration and open a standard screen.
    2. From the New element section, drag and drop the Input element as many times as you need.
    3. Select the Barcode/QR code scanner check boxes for all the elements. Complete the other details such as translations and visibility.

When you add multiple Barcode/QR code scanner check boxes, make sure that the section contains only the Barcode/QR code scanner check boxes and Text elements. If the section contains any other type of element, the barcode scanner is not triggered. This screenshot shows the Visual Form Editor where three barcode scanner check boxes are added:

This screenshot shows three barcode scanner check boxes added to a Visual Form Editor.

  1. Click Save.

Use Multiple Scanner Fields 

Let’s say you have added three barcode scanner fields, Serial Number, Model Number, and MAC Address, in the same order.

  • To start scanning these barcodes, click the barcode scanner icon next to the empty Serial Number field. The application leads you through the process. 
  • When Serial Number is scanned, the application opens up the camera and lets you scan the next element, Model Number, which is located below. 
  • Model Number is displayed on the camera and the result of the scanning is shown on the screen. This flow continues for all the empty elements until you have scanned all the barcodes in the section. These screens show the barcode scanner fields on the Add to installed screen, scanning the barcodes, and the barcodes appearing in the fields:

These screenshots show how multiple barcodes are scanned and the values are populated in the fields.

You can interrupt the scanning any time, re-scan a scanned field, or continue scanning the rest of the empty fields in the section. 

NOTE: Scanning multiple barcodes works only for empty fields. The application skips the fields that have been scanned and moves to the next empty field in the section automatically.

Fields That Cannot Have the Barcode/QR Code Scanner Option

You cannot have the Barcode/QR code scanner check box for these fields on the Visual Form Editor:

  • Activity fields
    • Auto-calculated fields:
      • Access Schedule [access_schedule]
      • Access Hours [access_hours]
      • Compliance Alerts [activity_compliance]
      • Alerts [activity_alerts]
      • SLA End [sla_window_end]
      • SLA Start [sla_window_start]
      • Traveling Time [travel]
      • Resource ID [pid]
      • Time Slot [time_slot]
    • Fields that are not auto-calculated (but contain specific data):
      • Points [apoints]
      • Coordinate X [acoord_x]
      • Coordinate Y [acoord_y]
      • Duration [length]
    • Fields that are not auto-calculated:
      • Name [cname]
      • Work Order [appt_number]
      • Cellular Phone [ccell]
      • Email [cemail]
      • Phone [cphone]
      • Account Number [customer_number]
      • State [cstate]
      • ZIP/Postal Code [czip]
      • City [ccity]
      • Address [caddress]
    • Auto-calculated fields:
      • First Manual Operation [first_manual_operation]
      • First Manual Operation Interface [first_manual_operation_interface]
      • First Manual Operation Performed by User [first_manual_operation_user_id]
      • First Manual Operation Performed by User (Login) [first_manual_operation_user_login]
      • First Manual Operation Performed by User (Name) [first_manual_operation_user_name]
      • Auto-Routed to Date [auto_routed_to_date]
      • Auto-Routed to Resource [auto_routed_to_provider_id]
      • Auto-Routed to Resource (Name) [auto_routed_to_provider_name]
      • Activity Time of Assignment [atime_of_assignment]
      • Activity Time of Booking [atime_of_booking]
      • Capacity Categories [activity_capacity_categories]
      • Coordinate Status [acoord_status]
      • Date [date]
      • Start - End [eta_end_time]
      • Delivery Window [delivery_window]
      • End [end_time]
      • Time Notified [time_delivered]
      • Work Zone [aworkzone]
      • Activity ID [aid]
      • Activity status [astatus]
      • Start [ETA]
      • Service Window [service_window] [service_window]
      • Travel estimation method [travel_estimation_method]
  • Inventory fields
    • Auto-calculated fields:
      • Changed Inventory ID [inv_change_invid]
      • Resource Id [inv_pid]
      • Activity Id [inv_aid]
      • Inventory Id [invid]
      • Inventory pool [invpool]
    • Fields that are not auto-calculated (but contain specific data):
      • Quantity [quantity]
  • Resource fields
    • Auto-calculated fields:
      • ID [pid]
      • Working days left for reported data to start impacting duration estimations [skip_days_for_stats]
      • Reactivated [reactivated]
      • On-call Calendar [oncall_calendar]
      • Work Zones [resource_workzones]
      • Effective Work Skills [resource_effective_workskills]
      • Time slots [resource_time_slots]
      • Capacity Categories [resource_capacity_categories]
      • Work Skills [resource_workskills]
      • Calendar [calendar]
      • Queue status [queue_status]
      • Total [total]
      • Pending [pending]
      • Alerts [alerts]
    • Fields that are not auto-calculated:
      • Name [pname]
      • External ID [external_id]
      • Email address [email]
      • Phone [pphone]
  • Service request fields
    • Auto-calculated fields:
      • Created [srcreated]
      • Activity [appt_ident]
      • Request Id [srid]
      • User Id [sr_uid]
      • Resource Id [sr_pid]
      • Activity Id [sr_aid]
      • Inventory Id [sr_invid]
    • Fields that may be auto-calculated fields:
      • User [uname]
      • Date [srdate]
  • User fields
    • Auto-calculated fields:
      • User ID [uid]
      • Registered [sucreated]
      • Failed login attempts [login_attempts]
      • Blocked to [login_blocked_to]
      • Last login [last_login]
      • Last password change [last_password_change]
      • Updated [suupdated]
      • Main Resource [main_resource_id]
    • Fields that are not auto-calculated (but contain specific data):
      • Refresh Rate [refresh_rate]
      • Mobile Resource Count [mobile_provider_count]
      • Mobile Activity Count [mobile_activity_count]
      • Mobile Inventory Count [mobile_inventory_count]
      • Collaboration Group [collab_assigned_user_group]
      • Operator of Helpdesk [collab_operator_helpdesk]
    • Fields that are not auto-calculated:
      • User name [uname]
      • Login [ulogin]
      • Password [password]

  

Steps to Enable

See the previous section for steps to configure this feature.

Key Resources

Android and iOS Applications

Notification to Upgrade Oracle Field Service Mobile for Android and iOS Apps

Starting with 20C, when you log in to the Oracle Field Service Mobile application, a notification message to upgrade the app to the latest major version appears. This notification appears if the current version of the installed Android and iOS apps are at least one major version lower than the latest available version of the apps.

  • Upgrade notification message on Android App

This image shows the notification message displayed on the Android app:

Notification Message Displayed in Android App

  • Upgrade notification message on iOS App

This image shows the notification message displayed on the iOS app:

Notification Message Displayed in iOS App

Steps to Enable

Steps to upgrade the app:

  1. Click the Update button to update the app from Google Play or App Store.

NOTE: If you select No Thanks or Not Now, the notification doesn’t appear until the next OFS version is released.

Support File Download From All Screens and Hosted Plugins

Starting with Update 20C, the installed Android and iOS apps will now support downloading export files of all native screens and files within hosted plugins. You can export the files from within Configuration screens, Reports and Forecasting.

Download Files from Android Devices

  1. Click Export or Download.
  2. Once the Android device initiates an export or a file download, the Starting Download message appears.

This image shows the Starting Download message in android devices.

Starting Download Message in Android Devices

  1. Review the status of the download in the notification center.
  2. You can access the downloaded file as per the native functionality of your device.

Notification Center Showing Status of Download

NOTE: When you open JSON files from within plugins in the Android app the contents will be displayed within the app and not downloaded as a file

Download Files from iOS Devices

  1. Click Export or Download.
  2. Once the download is completed, the iOS device displays a notification message “Download finished”.

Download Finished Message in iOS Devices

  1. The iOS device prompts you to either confirm saving the file or choose from other available options. This may be based on the native iOS functionality.

Save to Files Option in iOS Devices

  1. Click Save to Files and then select the location where you want to save the file. The specified location to save files may vary as per the native functionality of the iOS device.

Options to Choose the Location to Save Files in iOS Devices

Steps to Enable

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

Key Resources

APIs

Removal of SOAP APIs

Starting with Update 20C, these SOAP APIs are removed:

  • Activity Management API
  • Resource Management API
  • Smart Location API
  • GPS API
  • History API

Steps to Enable

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

Find Matching Resources for Specified Access Schedule Information

Starting with Update 20C, you can use the ‘Find matching resources’ (POST /rest/ofscCore/v1/resources/custom-actions/findMatchingResources) function to find matching resources based on the access schedule specified in the request, as part of the activity information.

If you provide the access schedule information in the request:

  • The resulting ‘workTime’ fitness value uses the time interval intersection with the access hours for the requested date.
  • With the resource schedules requested, the values of ‘arrivalTimeOptions’ parameters ‘maxStartTime’ and ‘minStartTime’ contain only the time when the access is available.

Example Request

Here’s an example request.

POST https://<instance_name>.etadirect.com/rest/ofscCore/v1/resources/custom-actions/findMatchingResources

{

"activity": {

"activityType": "default_customer_activity_type",

"timeZone": "Eastern",

"city": "11111",

"duration": 60,

"string_text_activity_property": "IN",

"accessSchedule": "{\"schedule\":[{\"daysOfWeek\":[\"Mon\",\"Tue\",\"Wed\",\"Thu\",\"Fri\",\"Sat\",\"Sun\"],\"hours\":[[\"09:00\",\"12:00\"]]}],\"exceptDates\":[]}"

},

"date" : "2020-05-19",

"fields" : ["workTime", "workZone",  "workSkill",  "resourcePreference", "resourceId"],

"schedulesToReturn" : ["2020-05-20"],

"criteria" : {"workTime":100,"workSkill":0,"workZone":0,"resourcePreference":0},

"schedulesFields":["fitness","freeTimeWindows","arrivalTimeOptions"],

"limit" : 1,

"offset" : 1

}

Example Response

Here’s an example response body in JSON format.

{

"totalResults": 8532,

"limit": 1,

"offset": 1,

"items": [

{

"resource": {

"resourceId": "fmr_tech",

"status": "active",

"language": "en",

"languageISO": "en-US"

},

"fitness": {

"workTime": 180,

"workZone": 100,

"workSkill": 100,

"resourcePreference": 1

},

"schedules": {

"2020-05-20": {

"fitness": {

"workTime": 180,

"workSkill": 100,

"workZone": 100,

"resourcePreference": 1

},

"freeTimeWindows": [

[

"00:05",

"23:55"

]

],

"arrivalTimeOptions": [

{

"minStartTime": "09:00",

"maxStartTime": "12:00",

"workZoneMatch": false,

"setPositionInRoute": {

"position": "first"

}

}

]

}

}

}

],

"links": [

{

"rel": "prev",

"href": "https://<instance_name>.etadirect.com/rest/ofscCore/v1/resources/custom-action/findMatchingResources/?limit=1&offset=0"

},

{

"rel": "next",

"href": "https://<instance_name>.etadirect.com/rest/ofscCore/v1/resources/custom-action/findMatchingResources/?limit=1&offset=2"

}

]

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

Identify the Relationship Between API Parameters and Field Labels

Starting with update 20C, you can identify the relationship between an API parameter and its corresponding field label in Oracle Field Service using the label ‘x-ofs-fieldLabel’ in the metadata-catalog schema for activities, resources, users, and inventories.

This feature includes updates to these Metadata API functions:

  • /rest/ofscCore/v1/metadata-catalog/activities

Schema is changed for: activity, getActivitySchema, createActivitySchema, updateActivitySchema, bulkUpdateActivityItemSchema

  • /rest/ofscCore/v1/metadata-catalog/resources

Schema is changed for: resource

  • /rest/ofscCore/v1/metadata-catalog/users

Schema is changed for: user

  • /rest/ofscCore/v1/metadata-catalog/inventories

Schema is changed for: inventory

Example Response

Here’s an example response.

{

...

properties:

{

"integer_text_service_request_pro":

{

"type": "integer",

"title": "Integer text service request pro",

"x-ofs-fieldLabel: "integer_text_service_request_pro"

},

"postalCode":

{

"type": "string",

"description": "The postal code of the customer. This field is used for geocoding and must contain a valid address.",

"title": "Postal Code",

"x-ofs-fieldLabel": "czip"

},

...

}

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

Improve Properties Collection for Metadata API

Starting with update 20C, you can improve the response scope of Metadata API functions that return a properties collection.

You can improve the response scope of these Metadata API functions:

  • Get a property: GET /rest/ofscMetadata/v1/properties/{label}
  • Get properties: GET /rest/ofscMetadata/v1/properties
  • Get enumeration values of a property: GET /rest/ofscMetadata/v1/properties/{label}/enumerationList

You can use these query parameters for the ‘Get properties’ function:

  • entity (optional) : enum - Retrieve only the properties related to specified entities. Available values: [resource, user, activity, inventory, serviceRequest]. For example: GET /properties?entity=resource,user
  • type (optional) : enum - Retrieve only the properties with specified types. Available values: [string, integer, enumeration, file, field]. For example: GET /properties?type=string,integer

You can use this query parameter for the ‘Get properties’, ‘Get property’ and ‘Get enumeration values of a property’ functions:

  • language (optional) : string - Reduce the amount of translations to a specified language. For example: GET /properties?language=en-US. With this parameter the "translations" structure is not returned and the actual values for the specified language can be obtained from the "name" and "hint" fields directly.

Example Request

Here’s an example request using the ‘language’ parameter.

GET https://<instance_name>.etadirect.com/rest/ofscMetadata/v1/properties/Alternative+route?language=en-US

Example Response

Here’s an example response body in JSON format.

{

"label":"Alternative route",

"name":"Alternative route found and will be used.",

"hint":"Alternative route",

"type":"integer",

"entity":"activity",

"gui":"checkbox",

"cloneFlag":false,

"links":[

{

"rel":"canonical",

"href":"https://<instance_name>.etadirect.com/rest/ofscMetadata/v1/properties/Alternative+route"

},

{

"rel":"describedby",

"href":"https://<instance_name>.etadirect.com/rest/ofscMetadata/v1/metadata-catalog/properties"

}

]

}

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 Last Known Position for All Resources

Starting with Update 20C, you can retrieve the last known position for all the resources using the GET last known positions of resources function (GET /rest/ofscCore/v1/resources/custom-actions/lastKnownPositions), by omitting the resources parameter in the request.

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 Order of Fields in a Work Zone Key

Starting with Update 20C, the ‘GET work zone key’ (GET /rest/ofscMetadata/v1/workZoneKey) function returns the ‘apiParameterName’ and ‘order’ parameters, which provide information about the order of the fields in the work zone key. 

  • order (integer) - a field that indicates the order of the items in the field list. 

  • apiParameterName (string) - name of the API parameter used in activity operations that matches the activity field label of the Workzone key

Example Response:

{

"current": [

{

"label": "ccity",

"length": 4,

"function": "caseInsensitive",

"order": 0,

"apiParameterName": "city"

},

{

"label": "czip",

"length": 4,

"function": "caseInsensitive",

"order": 1,

"apiParameterName": "postalCode"

}

],

"links": [

{

"rel": "canonical",

"href": "https://<instance_name>.etadirect.com/rest/ofscMetadata/v1/workZones"

},

{

"rel": "describedby",

"href": "https://<instance_name>.etadirect.com/rest/ofscMetadata/v1/metadata-catalog/workZones"

}

]

}

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

Capacity Management

Consider Final Travel Time in Capacity Calculations

Starting with 20C, start-of-day and end-of-day travel times can be included in the used time by checking boxes in the Oracle Field Service (OFS) application.

The start-of-day or first travel time in a technician's route is how long it takes to get from his start location to the first activity. The end-of-day or final travel time is how long it takes to get from the last activity in a route to the technician's end location, as configured in the application. These settings allow you to include or exclude a technician’s first and final travel times for each travel type, independently.

The Used Quota parameter is calculated based on the configured first and final travel times.

NOTE: The amount of the travel time that OFS considers as working time is controlled in the Travel Allowance section of the Resource Type configuration. See the Add a Resource Type for the Field Resource Role section in the Administering Oracle Field Service Guide.

You can configure the individual settings for each capacity area as follows:

  1. Log in as an admin user.
  2. Select Quota.
  3. Select a capacity area from the left-hand pane.
  4. Click the Configuration icon.

Capacity Configuration Screen

  1. Select Start of day travel time is included in the Used time and End of day travel time is included in the Used time to include or exclude the resource’s first and final travel times.

  2. Click Save.

NOTE: To maintain backward compatibility, the initial settings for the new parameters for all capacity areas are included in the first travel time but aren’t included with the final travel time.

Resource Type Setting for Travel Allowance

The Travel Allowance settings in the Resource Type configuration determine the amount of travel time that will be used from the Used Quota parameter.

For example, the Start of Day Travel field can have one of the following settings:

  • Travel time to the first activity is not included from the Working Time Start.
  • Travel time to the first activity is included from the Working Time Start.
  • Resource is allotted up to [NN] minutes of travel time before the Working Time Start.

The travel time is used from the resource’s used quota based on the selected settings. This table provides the travel time added to the resource’s used quota based on the resource type and capacity management settings.

Resource Type Settings

Capacity Management Settings

How Much Time is Added to the Used Quota Parameter Based on the Selected Settings

Travel time to the first activity is not included from the Working Time Start.

Start of day travel time is included in the Used time.

0 minutes is used because the first travel time is not included in the Resource type settings.

Start of day travel time is not included in the Used time.

0 minutes is used because the first travel time is not included in the Resource type settings.

Travel time to the first activity is included from the Working Time Start.

Start of day travel time is included in the Used time.

Estimated travel is used because of the configured Resource type and Capacity management settings.

Start of day travel time is not included in the Used time.

0 minutes is used because the setting is disabled in the Capacity management module.

Resource is allotted up to [30 ] minutes of travel time prior to the Working Time Start.

Start of day travel time is included in the Used time.

Estimated travel minus 30 minutes is used because the setting in Capacity management is enabled, but the resource type setting specifies how much travel time is allotted before the working time.

For example, if the travel estimation is 45 minutes, then 45-30=15 minutes is added to the Used Quota parameter.

Start of day travel time is not included in the Used time.

0 minutes is used because the setting is disabled in the Capacity management module.

NOTE: The above logic is also used for the End of Day Travel time calculations.

Steps to Enable

To understand how to configure the individual settings for each capacity area, see the previous section.

Key Resources

Core Application

Assignment Assistant

Earlier, the Move screen did not show the position of the activity on the new route or where idle existed. Starting with Update 20C, the Move screen, which is now called the Assignment Assistant includes these functions, apart from the existing functions:

  • Visualize the activity position in the new route. (New function)
  • View the impact of the move on the route, that is, how the route changes after the activity is assigned. (New function)
  • View idle periods. (New function)
  • Assign activities to technicians for the selected date or set activities as non-scheduled. (Existing function)
  • Assign activities to buckets for the selected date or set the activities as non-scheduled. (Existing function)
  • Change the order of the activity in the resource route. (Existing function)
  • Set the activity as not ordered. (Existing function)
  • View activity details. (Existing function)

Overview of the Assignment Assistant

The new Assignment Assistant automatically replaces the Move action in Mobility (for example, Move from Activity Details in the Core Application). You also can access the Assignment Assistant the Dispatch Console, only if you have selected the 'Use Assignment Assistant on Dispatch Console' setting in the Activity Management section on the User Types screen. On the User Types screen, you can use these settings to define the behavior of the Assignment Assistant screen:

  • Allow move between resources
  • Allow activity move from non-scheduled pool to scheduled one
  • Allow access to non-scheduled pool
  • Allow activity reorder inside the route
  • Allow activity reschedule / move to non-scheduled pool

NOTE: You cannot use the Assignment Assistant to move segmentable activities. The Assignment Assistant does not support the visit function. The Assignment Assistant is not available in Legacy Manage.

This table describes how you can configure and use the Assignment Assistant.

Configure the Assignment Assistant

Configure/Perform  

Application

Screen

Applicable For

Action link 'Move' for activity

Mobility, Core Application

Activity details

Single activity

Action link 'Move' on the activity hint  

Core Application

Dispatch Console

Single activity

Move activity by dragging and dropping 

Core Application

Dispatch Console List view, Map view

One or several activities

Group action 'Move'

Core Application

Dispatch Console Map view

One or several activities

Understand the Assignment Assistant User Interface

The Assignment Assistant is divided into two screens: Main screen and Route details screen. The Main screen lists all the resources and buckets eligible to receive the activities, whereas the Route details screen lists the route of a specific resource.

Main Screen

The Main screen is displayed when you try to assign one or several regular activities. You can view up to five resources on the screen and scroll to see more. This screenshot shows the Main screen:

This screenshot shows the Main screen with this components marked.

This table describes the legends on the Main screen:

Legends on the Main Screen

Legend 

Component

Action or Description

1

Header

If you are moving a single activity, you can view the activity identifier. If you are moving multiple activities, you can view the count of activities.

2

Resources tab

Use the Resources tab to move the activities to a resource. The resources displayed here meet these conditions:

  • Work zone match
  • Work skill match
  • Provider preferences
  • Required inventories 
  • Activity links
3

Buckets tab

Use the Buckets tab to move the activities to a bucket. The buckets displayed here meet the same conditions as the resources do.

4

Date Picker

Reschedule the activity to a different date, or set the activity as non-scheduled.

5

Options—Search and Show all

Search: Search for a resource using the name or external ID. If you are on the Buckets tab, search within the buckets.

Show all: Show all resources, regardless of these conditions:

  • Work zone match
  • Work skill match
  • Provider preferences
  • Required inventories
  • Activity links

If no resources meet the search criterion or if you have disabled 'Show all', then the message, 'No resources to display' is displayed and Assign is disabled. The message, 'No buckets to display' is shown for buckets in this case.

6

Resource/bucket details

View the resource name, photo/avatar/icon, and the parent resource name.

7

Route impact

View the duration by which the route changes if you assign the activity to this resource. The time includes the extra travel time and the duration of all the activities being moved. It is calculated as: (total_activities_duration_after_assign + total_travel_time_after_assign - total_activities_duration_before_assign - total_travel_time_before_assign)

8

Activity position

This option is available only for the Resources tab. View the position of the activity on the resource route for each resource. If you change the date, the routes are updated accordingly. The activities that you are trying to move are displayed with a dark border.

This option helps you understand:

  • Placement: Where the activity is placed in a route.
  • Warnings: Whether the activity being moved or other route activities will be in jeopardy after assigning.
  • Activity statuses: The status of the activities are shown with the defined colors.
  • Not ordered: The number of not ordered activities for resource route. This is displayed in the same way as it is displayed in the Legacy Manage.
  • Idle periods: The time slots in which the resource is idle is highlighted on the resource route, the same way it is highlighted in the Legacy Manage.

'+N activities' is displayed instead of the route details for each resource or bucket, when you do any of these:

  • You try to assign more than 50 activities to the resources for the selected date.
  • You try to assign more than 50 activities to the resources as non-scheduled.
  • You try to assign more than 50 activities to the buckets (both as scheduled and non-scheduled).

The message turns red when at least one of the activities being moved has an alert.

9

Details

Click the arrow to open the Route details screen for the resource.  

10

Assign button

Click to assign the activities to the selected resource. Activities are located in the same place as displayed on this screen. You can move to the Route details screen to reorder the activity or set it as not ordered.

Not shown

Activity hint

Click an activity to view the activity hint.

Route Details Screen

The Route details screen shows the activities in the route of a specific resource for the selected day for which you want to move an activity. When you move an activity, the activity that is moved is highlighted with a darker background. Here is a screenshot of the Route details screen:

This is the screenshot of the Resource details screen with its components marked.

This table describes the legends on the Route details screen:

Legends on the Route Details Screen

Legend Component Action or Description
1

Header 

If you are moving a single activity, you can view the activity identifier. If you are moving multiple activities, you can view the count of activities.

2

Back link

Click to go to the Main screen. If you click Back before clicking Assign on this screen, you will lose all the route changes made here.

3

Route details

View the resource name, photo/avatar/icon, and the parent resource name.

4

Date

View the date for which you are moving the activities. You cannot change the date.

5

Activity details

View the activity details such as activity identifier, activity type, location, and idle time.

6

Stack menu

Use the stack menu to set the activity as not ordered or cancel the move.

7

Warnings

View warnings, if any, for the activity. You can see these warnings:

  • SLA window can be lost
  • Service Window can be lost
  • Work zones mismatch 
  • Work skills mismatch
8

Not ordered

Drag and drop the activity to this space to set it as not ordered.

9

Assign

Click Assign to commit the changes.

Move an Activity Using the Assignment Assistant

You can move activities from one resource to another, one bucket to another, a bucket to a resource, or a resource to a bucket. You can move a single activity or multiple activities at once. For your convenience, the procedure to move activities is split between two screens, Main and Route details. Use the Main screen to determine the specific resource for which you can assign the activity. And, use the Route details screen to make additional adjustments such as reordering or setting as not ordered. This procedure describes how to move a single activity; you can use the same procedure to move multiple activities.

Procedure:

  1. Select the activity that you want to move from the Activity details, activity hint on the Dispatch Console, List view, or Map view screen. The Assignment Assistant appears and shows the resources that match all the criteria required to move the activity. If you move an activity by dragging and dropping, and the target resource matches all the criteria, then the application simply moves the activity to the target, without displaying the Assignment Assistant.
  2. Review the route impact and the idle time of the resources.
  3. By default Show all is disabled. Click it to view all the resources, regardless of whether they match the required criteria.
  4. Determine the best resource to which you can assign the activity.
  5. Click Assign. The activity is assigned to the selected resource. The activity that is moved is highlighted with a darker background. When you move a not ordered activity, it is shown as ordered on the Main screen and the Route details screen. Therefore, the count of not ordered activities is not changed on the Main screen. However, when you move a not ordered activity to a bucket, the activity status ordered or not ordered is retained.
  6. Make further adjustments using the Route details screen:
    1. To set the activity as not ordered, just drag and drop the activities to the Not ordered space. Or, click the stack icon and then click Set not ordered.
    2. To cancel the move, click the stack icon and then click Do not move. The activity is removed from this screen and is not assigned to the technician. Do not move is not available when only one moved activity remains on the screen.
    3. To reorder the activities within the route, simply drag and drop the activities to the required position.
    4. To save the changes, click Assign. Let’s say you have moved a not ordered activity and you have not set it as not ordered on the Route details screen. The activity is added as ordered and is shown in the appropriate position on the route.
    5. To go to the Main screen without saving the changes, click the back arrow.

Existing Move Links

If you have added the Move link to the activity hint, the application redirects it automatically to use the Assignment Assistant. You need not delete it and reconfigure it.

Watch a Demo

Steps to Enable

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

Key Resources

Enable Redwood Theme in the Core Application

Starting with Update 20C, you can use Oracle's new Redwood theme. When you apply the new Redwood theme, the Core Application shows the new design colors, icons and more. In Legacy Manage screens show the Classic theme.

NOTE: The Classic and Vanilla themes used previously are deprecated; they will be removed in future versions.

The Redwood theme provides the following characteristics:

  • New colors for headers with Redwood stripe
  • Updated icons in header and action menus
  • Changed form for the avatar element
  • Action bar shows under the Actions button on Technician's screens 
  • Updated fonts and buttons on Technician's screens 

About Screen

When the new Redwood theme is applied, the About screen displays a new design based on the Redwood theme. For all existing themes, the older design is displayed.

NOTE: The About screen shows only the URL for the Core App. The URL for the Legacy Manage is no longer displayed.

This is how the About screen appears when you open it in large-screen devices:

About Screen in Redwood Theme - Large Screen Devices

This is how the About screen appears when you open it in small-screen devices:

About Screen in Redwood Theme - Small Screen Devices

Examples of Screens Showing the Redwood Theme

Here are example screens showing previous Vanilla theme and the latest Redwood theme.

  • Manage:

This image displays the Redwood theme in large-screen devices:

Redwood Theme - Large Screen Devices

This image displays the Activities screen in Redwood theme in smali-screen devices:

Redwood Theme - Small Screen Devices

  • Dispatch Console

This image displays the Dispatch Console in Vanilla theme in large-screen devices:

Dispatch Console in Redwood Theme - Large Screen Devices

This image displays the Dispatch Console in Redwood theme in small-screen devices:

Dispatch Console in Redwood Theme - Small Screen Devices

  • My Route

This image displays the My Route screen in Redwood theme in large-screen devices:

My Route in Redwood Theme - Small Screen Devices

This image displays the My Route screen in Redwood theme in small-screen devices:

My Route in Redwood Theme - Small Screen Devices

Steps to Enable

To enable Redwood theme in Core Application, follow these steps:

  1. Click Configuration.
  2. In the Themes page, select Redwood.
  3. Click Set default.

The next time you log into the Core Application, the selected Redwood theme will show in the Landing page and other relevant screens.

This image shows the Landing Page with Redwood theme for large screen devices:

Landing Page in Redwood Theme - Large Screen Devices

Key Resources

Improved Navigation on Other Screens

Previously, some of the screens displayed in Core Application were based on the layout configured for Legacy Manage. Starting with 20C, the screens are displayed based instead on the layout configured for Core Application. These screens are changed:

Changes in the Activity Details, Resource Preferences, and List View Screens

Screen    

Change

Add Activity and Edit Details

The Add Activity and Edit Details screens that you can access from the Shifts screen were earlier based on the Visual Form Editors configured for Legacy Manage. Now these screens are based on the Visual Form Editors that you have configured for Core Application.

Resource Preferences and Messages

Earlier, to display the Resource Preferences and Messages screens properly in Core Application, you had to set the permissions for them in Legacy Manage. Now, the Resource Preferences and Messages screens are displayed as configured in Core Application, regardless of the permissions you set in Legacy Manage.

List view (Change, Move, and Cancel group actions)

The visibility of group actions such as Change, Move, and Cancel in the List view of Dispatch Console was based on the way you had configured it for Legacy Manage. Now, the visibility of these group actions is based on the way you configure the List View context layout for Core Application.

Resource hints in Dispatch Console

Earlier, you had to add the End of Section element in the Resource hint context layout to display the header in resource hints. Now, the header is displayed independent of other settings.

This screenshot shows the Add activity screen, which can be accessed from the Shifts Activities screen:

This screenshot shows the Add activity screen, which can be accessed from the Shift, Activities screen.

This screenshot shows the header in the resource hint:

This screenshot shows the resource hint header.

Steps to Enable

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

Key Resources

Improved Navigation on Resource Screens

Previously, the main header was not displayed on the inner screens of resources such as Resource Info, Work Zones, and Locations. As a result, you had to click several times to navigate to other screens. Starting with Update 20C, the main header is displayed on these screens:

  • Resource Info
  • Resource Calendar
  • Locations
  • Work Skills
  • Work Zones
  • Resource History

This screenshot shows the main header on the Resource Info screen:

This screenshot shows the main header that is displayed on the Resource Info screen.

The Back link displays the screen you have navigated from. For example, you can go to Resource Info from Dispatch Console, Manage, or Resources. So, the Back link on Resource Info takes you to the specific screen where you navigated from. When you access one of these resource screens from a screen that does not have the main header, the main header is not displayed on the resource screen as well. For example, if you go to Resource Calendar from a resource’s Route or Activity List screen, the main header is not displayed. The originating screen remains unchanged in these cases. The Add Child Resource, Edit resource, and Inventory screens are always displayed using their existing headers.

On devices with smaller screens, only the name of the screen is displayed, without the name of the previous screen. The Back link works the same way it works on larger screens.

Steps to Enable

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

Key Resources

Resource Management Improvements

Previously, you could filter resources by Resource Type and search for resources by name and external ID. Starting with Update 20C, you can filter resources by User Type and search for resources by their login ID as well. Other changes are now available:

  • You can navigate to an organization unit or to a bucket on the Manage, Calendars, and Map screens.
  • You can display the names of schedules on the Calendars screen.
  • You can manage more than 50 resources on the Manage, Calendars, and Map screens.
  • You can use custom activity properties as travel keys on the resource location.
  • You can set the User Type for multiple resources with a single click.

How to Use the Improvements on the Resources Screen

These changes are available on the Resources screen:

  • Filter resources by User Type
  • Search for resources on login ID
  • Set the User Type for multiple resources with a single click

To use the improvements on the Resources screen:

  1. Click the hamburger icon, and then click Resources. The resources that belong to the organization unit or bucket that you are assigned with, are displayed.
  2. To filter the resources by User Type, select the User Type check box. The matching resources are displayed.
  3. To search for resources on their login ID, type the login ID in the search field. The matching resources are displayed.
  4. To set the user type for multiple resources, select the check boxes for the required resources. Click Set User Type, and then select the user type that you want to assign to all the selected resources. Click Apply. The Set User Type group action is displayed here only if the administrator has added it to the Resources context layout structure. Be aware that when you change the user type of a user, the screens that the user can view and the permissions on those screens may be different. This screenshot shows the filter resources by user type section on the Resources screen:

This screenshot shows the filter by User Type option on the Resources screen.

This screenshot shows the Set User Type screen to set the user type for multiple resources on the Resources screen:

This screenshot shows how to set the user type for multiple resources on the Resources screen.

How to Use the Improvements on the Manage, Calendars, and Map Screens

These changes are available on the Manage, Calendars, and Map screens:

  • You can navigate to an organization unit or a bucket on the Manage, Calendars, and Map screens without having to create a group.
  • You can manage more than 50 resources on the Manage, Calendars, and Map screens.
  • You can display the names of schedules on the Calendars screen.

To navigate to an organization unit or a bucket:

  1. Go to the Manage, Calendars, or Map screen.
  2. Click the currently displayed group name.
  3. Go to the Resources section and click a resource.
  4. On the Select resource screen, select the organization unit or bucket for which you want to view the details. You can select only one resource, which is an organization unit or a bucket for which you (currently logged in user) have access. The newly selected resource shows first in the list. The last five organization units or buckets that you have viewed are saved in the list. They are displayed until you log in the next time. This screenshot shows how to filter resources based on the organization unit on the Resources screen:

This screenshot shows how to filter resources based on the organization unit on the Resources screen.

This screenshot shows how to select the organization unit on the Resources screen:

This screenshot shows how to select the organization unit on the Resources screen.

To manage more than 50 resources:

  1. Go to the Manage, Calendars, or Map screen.
  2. Click the currently displayed group name.
  3. Go to the Resources section and click a resource.
  4. If more than 50 resources are in there in the group, you can just scroll to view and locate the resources you are looking for without any limit on the number of resources.

To display the names of schedules on the Calendars screen:

  1. Click the hamburger icon and then click Calendars.
  2. Click the title for any day and select Show schedule names. The names of schedules are displayed for all the days that you are currently viewing. This screenshot shows the Show schedule names option on the Calendars screen:

This screenshot shows the Show schedule names option on the Calendars screen.

NOTE: This setting is retained when the user logins.

To use custom activity properties as travel keys on the resource location:

  1. Create a custom activity property of any type, except File and Image, for the Activity entity.
  2. Add the custom property to the Activity travel stats fields on the Statistics screen.
  3. Select the Calculate travel check box for the activity type for which you want to collect travel statistics.
  4. Go to the Resource Info screen and click Locations.
  5. Click the plus sign in the Resource Locations section. The custom property that you added in Step 1 is displayed.
  6. Enter a value for the custom property and click Submit.

This screenshot shows the custom activity property added to the Statistics screen:

This screenshot shows the custom activity property added to the Statistics screen.

Steps to Enable

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

Key Resources

Work Zones Visualization Improvements

Search for Resource Work Zones—What’s New Content

Starting with Update 20C, you can search through the resources on the Resource Work Zones screen in Core Application making it easier to locate active and deleted work zones. Temporary work zones are visually shown using a special calendar icon and recurrence details are displayed below each work zone assigned to the resource.

To search for a work zone:

  1. Open the Resource Info screen from the Manage, Dispatch Console, or Resources screen.
  2. Click the stack icon and then click Work Zones.
  3. In the Search box, enter the work zone you want to search for. The list of matching work zones display. This list shows the temporary work zones with a calendar icon and the recurrence details below the assignment dates, as shown in this screenshot:

The work zone recurrence rules are displayed as given in this table:

Repeat Conditions Message
Daily

Days between occurrences = 1

No message displayed

Daily

Days between occurrences = 3

Repeat every 3 days

Weekly on Mon, Tue, Wed, Fri

Weeks between occurrences = 1

Repeat every week on Mon-Wed, Fri

Weekly on Mon, Tue, Wed, Fri

Weeks between occurrences = 2

Repeat every 2 weeks on Mon-Wed, Fri

Core Application Guide Changes

Add: To search for a work zone topic in the Dispatcher Activities chapter/Resources section

Steps to Enable

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

Key Resources

Update Access Schedule in Core Application

Previously, you could add the Access Schedule fields to Core Application as read-only fields. Starting with Update 20C, you can edit these fields. The Access Schedule fields include the Access Schedule and Access Hours fields. The Access Hours fields are auto-calculated. Access Hours may be empty for a non-scheduled activity and/or when you are in the offline mode. As soon as you are online and the Access Schedule changes are populated for a scheduled activity, the Access Hours data is shown.

To add the Access Schedule fields to a screen:

  1. Click Configuration, User Types.
  2. Click the User Type for which you want to add the Access Schedule fields.
  3. Click Screen configuration. Under Application screens, locate and click the screen to which you want to add the fields.
  4. From the New element section, drag and drop the Input element to the required position on the Visual Form Editor.
  5. Click the element and then click the pencil icon in the Activity field drop-down list.
  6. Select Access Schedule [access_schedule] and click OK.
  7. Add the translations and the visibility.
  8. Repeat step 4 through step 7 to add the Access Hours [access_hours] fields.
  9. Click Save. You can add Access Schedule in Read-Only and Read-Write mode, but you can add Access Hours only in as Read-Only. In most of the contexts (including activity-related screens, lists and hints, with the only exception of Activity details) the Access Schedule field also includes Access Hours, if it is calculated.

This screenshot shows the Access Schedule fields being added to a Visual Form Editor:

This screenshot shows the Access Hours field being added to the Visual Form Editor.

To edit the Access Schedule fields:

  1. Open the Activity details screen for the activity for which you want to edit the Access Schedule details.
  2. Click the pencil icon next to the Access Schedule field.
  3. Select or clear the days of the week for which you want to edit the Access Schedule. Use the plus (+) or minus (-) icons to add or delete Access Schedule Intervals. You can set up to two Access Schedule Intervals per day of the week. If multiple days of the week have the same Access Schedule, you can set up the Access Schedule Intervals for all of them at once. This screenshot shows the Access Schedule fields on the Activity details screen:

This screenshot shows the access details added through the Add schedule screen.

  1. To edit the days on which the asset is not accessible, click the plus sign in the Exception Days section and then choose a date in the calendar. To delete an Exception Day, use the minus sign icon.

For Example: You can set this Access Schedule:

Mon-Fri: 11:00 AM to 2:30 PM

Sat, Sun: 4:30 PM to 8:30 PM

Exceptions: 7/2/2020

This screenshot shows the Access Schedule details added to an activity:

This screenshot shows the access details for the week and the exception days.

This means that the asset is accessible from 11 AM until 2:30 PM, Monday to Friday, and from 4:30 PM to 8:30 PM on Saturday and Sunday. The non-working day is July 4.

  1. Click Apply.

Steps to Enable

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

Key Resources

View Resource History in Core Application

Earlier, the resource history was available only in Legacy Manage. Starting with Update 20C, you can view, filter, sort, and export the resource history in Core Application. For this you must add the Resource History item to the Resource History context layout. 

To add Resource History to the Resource Info screen: 

  1. Click Configuration, User Types.
  2. Select the User Type for which you want to add the Resource History option.
  3. Click Screen configuration.
  4. Under Application screens, locate and click Resource/User Info.
  5. Select an existing tab or property and then click Group.
  6. Add a name for the tab in the Name field.
  7. In the Tab Type drop-down list, select Resource History and then click OK.
  8. Click Add new visibility, and then click Save. This screenshot shows the Resource Info context layout:

This screenshot shows the Resource History group item on the Resource Info context layout.

To view the Resource History:

  1. Open the Resource Info screen from the Manage, Dispatch Console, or Resources screen.
  2. Click the Stack icon and then click Resource History. The Resource History screen displays the Action, Value, Action Time, and User columns.
  3. Click the Action, Action Time, or User column to filter and sort the history.
  4. Click Export to export the history to a comma-separated value (.CSV) file.

This screenshot shows the Resource History screen:

This screenshot shows the Resource History screen.

These screenshots show the filters in the Action, Action Time, and User columns:

This screenshot shows the filters in the Action column.

This screenshot shows the filters in the Action Time column.

This screenshot shows the filters in the User column.

With this feature the Activity History screen is also updated with the same look and feel as the Resource History screen, as shown in this screenshot:

This screenshot shows the new Activity History screen.

Steps to Enable

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

Key Resources

Link a Segmentable Activity with a Segmentable Activity

Starting with Update 20C, you can link a segmentable activity with another segmentable activity using the same link types that you use to link a regular activity with a segmentable activity.

To route a linked segmentable activity:

  • Run the multiday routing plan where the segmentable activities fit to the filters.
  • Set a Bulk routing plan running for a scheduled time to cover all the linked segmentable activities that you want to route.

NOTE: Only Bulk routing supports routing linked segmentable activities. Immediate routing ignores all segmentable activities that have links.

Supported Link Types and Constraints

Here are the link types and constraints supported for links between segmentable activities:

  • Simultaneous (Segmentable and Segmentable activities): No constraints available
  • Segmentable activity Finish to Segmentable activity Start
    • Same Day: Earliest (as of calendar means) segment of a latter activity must start the same day as the latest (as of calendar means) segment of former activity finishes
    • Same Provider: All segments of latter activity must be done by the same resource(s) that participated in any segment of the former activity.
    • Different Providers: All segments of the latter activity must be done by different resource(s) than those participated in any segment of the former activity.
  • Segmentable activity Start to Segmentable activity Start
    • Different Providers: All segments of latter activity must be done by different resource(s) than those participated in any segment of the former activity.
    • If you try to add an unsupported activity link type and/or a constraint, a warning is displayed and no link is added.
  • For Segmentable Activity Start linked to Regular Activity Start (or vice versa):
    • Different Providers: All segments of latter activity must be done by different resource(s) than those participated in any segment of the former activity.

Steps to Enable

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

Key Resources

Core Manage

Removal of Legacy Manage Notice

Previously, the Use Legacy Manage for Dispatch operations setting in the Access settings section of the General tab on the User Types screen was deprecated. Starting with Update 20C, this Removal and Support Notice is displayed in the Legacy Manage section on the Screen configuration tab:

  • These screen configurations are deprecated and no longer supported with the 20C Update. This configuration section will be removed in the upcoming 20D quarterly update. Please migrate your Legacy Manage screen configurations to Application screens.

If you try to edit a context layout in this section, a Removal and Support Notice warning appears:

  • Legacy Manage screen are deprecated and will be removed in the upcoming 20D quarterly update. With the 20C Update, Legacy Manage screens and screen configurations are no longer supported. Please update or configure the corresponding Application screen. Are you sure you want to the Legacy Manage layout?

Removal and Support Notice

Steps to Enable

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

Key Resources

Plugin Framework

Remove Plug-In API Contexts

Earlier, configuring properties using the Plug-In API section of the User Types > Screen configuration screen was deprecated. Starting with Update 20C, if you have plug-ins that use the Plug-In API but you haven't yet configured the plug-ins to use the Available properties section of the Forms & Plugins screen, your plug-ins are automatically updated.

The list of properties that is available for the plug-in through the Plug-in API is defined by the Available properties section on Forms & Plug-ins instead of the Plug-in API layouts on the User Types > Screen configuration screen.

All the properties that are present on any of the Plug-In API layouts (for example, Activity properties for Mobility, Inventory properties for Mobility, Resource properties for Mobility) for at least one User Type are added to the list of Available properties on Forms & Plugins. The exceptions are these properties, which you cannot add to the list of Available properties:

  • activity_alerts
  • access_hours
  • activity_compliance
  • atravelarea
  • travel_estimation_method
  • service_window_end
  • service_window_start
  • eta_end_time
  • pid (it's still available for the Resource entity)

Properties available for plug-ins for any User Type become available for all such plug-ins even if they haven't been used by these User Types. If you have configured a layout for a plug-in to show different data for different user types, you must clone the plug-in and configure it manually.

Changes on the Forms & Plugins Screen

You can now add these properties to the list of Available properties on the Forms & Plugins screen:

  • access_schedule
  • acoord_accuracy
  • activity_capacity_categories
  • apoints
  • auto_routed_to_date
  • auto_routed_to_provider_id
  • aworkzone
  • date
  • time_delivered

Changes in the Plug-in API

You can now add these properties to the list of Available properties as read-only, which means they can't be updated through the Plug-in API:

  • activity_capacity_categories
  • auto_routed_to_date
  • auto_routed_to_provider_id
  • aworkzone
  • date
  • time_delivered

Steps to Enable

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

Key Resources

Send User and Team Data in Plug-In API

Previously, you could send user fields to a custom plug-in only if the plug-in was opened from the Main Menu. Starting with Update 20C, you can send user fields to a custom plug-in regardless of which screen the plug-in is opened from. Now the response of the ‘open’ method is extended to include the ‘user’ and ‘team’ items with the information about the current user and team work, if any.

The response of the 'open' method contains the 'user' item, which is extended with the main_resource_id field, that represents the resource which is referenced to the current user. Similarly, the response of the 'open' method is extended with the 'team' item, which contains information about teamwork. It consists of this information about the current resource:

  • Resources that assist the current resource.
  • Resources to which the current resource is assisting.
  • Other resources that are also assisting the resource to which the current resource is assisting.

The 'dataItems' option of the 'ready' method controls the availability of the ‘team’ item.

The 'team' item is not sent if the plug-in is opened from the Main Menu.

The response of the 'open' method is extended with the activity and inventory lists when they are available.

Structure of Team Collection When Teamwork Is Not Set

Structure of the 'team' collection in the ‘open’ method when teamwork is not set:

"team": {

"assistingTo": {},

"assistingMe": [],

"teamMembers": {}

}

Structure of Team Collection When Teamwork Is Set

Structure of the 'team' collection in the ‘open’ method when teamwork is set:

"team": {

"assistingTo": { - object with list of resources who I am assisting to

"3000001": [ - array with list of additional resources who is assisting to user who I am assisting to (current user 3000035 is absent in this list!)

"3000008", - resource ID who is also assisting to resource 3000001

"3000037"

],

"3000015": []

}

"assistingMe": [ - array with list of resources who is assisting me

"3000003", - resource ID who is assisting to me

"3000008"

]

"teamMembers": { - object with information of all team members

"3000001": {

"uid": 1000001, - the resource is main resource for this user ID

"external_id": "resource_1", - resource external ID

"pname": "Resource 1", - resource name

},

"3000003": {

"uid": 1000003,

"external_id": "resource_13",

"pname": "Resource 3"

},

"3000008": {

"uid": 1000008,

"external_id": "resource_8",

"pname": "Resource 8"

},

"3000015": {

"uid": 1000015,

"external_id": "resource_15",

"pname": "Resource 15"

},

"3000037": {

"uid": 1000037,

"external_id": "resource_37",

"pname": "Resource 37"

}

}

}

Changes in Available Keys and Data Subsets for the 'dataItems' Option

This table describes the available keys and data subsets for the 'dataItems' option:

Key Affected Collections Description

team (new)

team (new)  

Information about assistants and resources who current resource is assisting to (new)       

resource

resource

Properties of the current selected resource

scheduledActivities

activityList

Activities, scheduled (belongs to the queue) for the selected date

nonScheduledActivities

activityList

Non-scheduled activities, that don't belong to any date queue

resourceInventories

inventoryList

Inventories in the "provider" pool

installedInventories

inventoryList

Inventories in the "install" pool

deinstalledInventories

inventoryList

Inventories in the "deinstall" pool

customerInventories

inventoryList

Inventories in the "customer" pool

Changes in the Available Entities and Data Collections

Screen        

Entity Field Value

Available Collections

Main Menu

user

user

Activity List

activitiyList

user (new)

team (new)

resource

activitiyList

inventoryList

Activity List -> Inventory List

inventoryList

Activity List -> Activity Details

activity

user (new)

team (new)

resource

activitiyList (new)

activity

inventoryList

Activity List -> Activity Details -> Inventory List

activityInventoryList

Activity List -> Inventory List -> Inventory Details

inventory

user (new)

team (new)

resource

activitiyList

inventoryList (new)

inventory

Activity List -> Activity Details -> Inventory List -> Inventory Details

activityInventory

user (new)

team (new)

resource

activitiyList (new)

activity

inventoryList (new)

inventory

Inventory Search -> Parts Catalog Item Details

partsCatalogItem

user (new)

team (new)

resource

activitiyList

inventoryList

partsCatalogItem

Order of Applying Changes to Entity Data Collections

If a plug-in sends a few collections such as: 'activityList', 'activity', 'inventoryList', and 'inventory' in the 'close' method, the application tries to apply the changes in this order:

  1. 'activityList'
  2. 'activity'
  3. 'inventoryList'
  4. 'inventory'

If a plug-in receives the same activity changes in the 'activityList' and 'activity' entity data collections, only the changes from the 'activity' entity data collection are applied. The changes from the 'activityList' entity data collection are ignored. However, the current activity in the 'activityList' can be changed, if the 'activity' entity data collection is not sent to the plug-in.

Example:

{

"apiVersion": 1,

"method": "close",

"backScreen": "default",

"wakeupNeeded": false,

"activity": {

"aid": "8761055",

"ACTIVITY_NOTES": "new changes 1" <--- this changes will be applied

},

"activityList": {

"8761054": {

"ACTIVITY_NOTES": "another activity"

},

"8761055": {

"ACTIVITY_NOTES": "new changes 2" <--- this changes won't be applied, they will be ignored

}

}

}

If a plug-in receives the same activity changes in the inventoryList and inventory entity data collections, only the changes from the inventory entity data collection are applied. The changes from the inventoryList entity data collection are ignored. However, the current inventory in the inventoryList can be changed, if the inventory entity data collection is not sent to the plug-in.

Example:

{

"apiVersion": 1,

"method": "close",

"backScreen": "default",

"wakeupNeeded": false,

"inventory": {

"invid": "1055",

"INVENTORY_NOTES": "new changes 1" <--- this changes will be applied

},

"inventoryList": {

"1054": {

"INVENTORY_NOTES": "another inventory"

},

"1055": {

"INVENTORY_NOTES": "new changes 2" <--- this changes won't be applied, they will be ignored

}

}

}

Changes in the Entity Data Collections

  • (new) team: Information about assistants and resources who are assisting the current resource
  • resource: Element in the resource tree representing a defined company asset
  • activity: Entity of Oracle Field Service that represents any time-consuming activity of the resource
  • activityList: Activity list
  • inventory: Equipment that can be installed or deinstalled during an activity
  • inventoryList: Inventory list
  • user: A user that is currently logged in to Oracle Field Service and can open the plug-in
  • partsCatalogItem: Information that identifies the parts catalog item, so it can be retrieved through the getParts procedure

NOTE: The 'team' (new), 'resource', 'user' and 'partsCatalogItem' collections cannot be updated through the Plug-in API. Oracle Field Service ignores them, if they're sent with the 'close' message.

Changes in the List of Available Properties for the Entity

The list of available properties for the entity is predefined and doesn't depend on the configuration of the plug-in.r

Field Type Example Value Description
uid Number 2315 Internal id of user

ulogin

String

admin

Login

uname

String

Admin

Name

format

Object<String, String>

{      "date": "m/d/y",      "long_date": "l, F jS, Y",      "time": "h:i A",      "datetime": "m/d/y h:i A" }

Collection of date format strings in the PHP's style

su_zid

Number

2

Time Zone id

week_start

Number

0

Week start day (0-6). 0 - Sunday, 1 - Monday

ulanguage

Number

1

Language id (1 - English)

design_theme

Number

1

Design theme ID

allow_vibration

Number

0

1 - Vibration on mobile devices is allowed, 0 - disallowed

allow_desktop_notifications

Number

0

1 - Browser desktop notifications are allowed, 0 - disallowed

sound_theme

Number

0

Sound notification settings. 0 - Off, 1 - Quiet, 2 - Loud, 3 - Persistent

providers

Array<Number>

[ 38, 3000001 ]

List of resources, that are visible to user, excluding their descendants

main_resource_id (optional) (new)

Number (new)

1111 (new)

Resource ID which is set as main resource (new)

Steps to Enable

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

Key Resources

Routing

Routing Report Improvements

With Update 20C, we have improved the ability to analyze routing results. Here is what's included:

Execution Summary Changes

  • Routing Run ID have been added to Execution summary table as an additional column
  • Execution summary table was redesigned to include pagination, sorting and filtering 

Routing Report Changes

  • Routing report window is shown by default in full screen mode to maximum the view
  • Routing report table was redesigned to include pagination, sorting and filtering
  • Routing report may be downloaded in XML, CSV or Excel format for additional analysis
  • Standard resources and activities hints were added to routing report

To access results of a particular routing run, open the Execution Summary widget. In the table below you may find a list of all the routing plan runs for a particular date.

To select the routing run needed, sort the table. To sort the table, click the column header of any column (for example Time or Run Id) .To select the sorting order (ASC or DESC), click the triangle next to the column header. The following columns are sortable:

  • Run Id
  • Time
  • Bucket name
  • Plan name
  • User name
  • Activities
  • Resources
  • Status

If the number of routing runs is too large to fit on a single page (for example, more than 20), you can switch to another page by using paging at the bottom of the list.

You can also use filtering to narrow the list. Just start typing the content (three or more symbols) by which you would like to filter the list, and when you type, only the records having the filtering symbols in the content of one (or more) of the columns are visible. The whole record is shown if at least one of the following fields contains a string to filter by:

  • Run Id
  • Bucket name
  • Plan name
  • User name

To access the results of the routing run, click the line belonging to the routing run needed to open the Summary window.

Access a Particular Routing Result

Follow these steps:

  1. Click the Execution Summary tab. 

The Execution summary table displays the list of all the routing plan runs for particular date.

Execution Summary Screen

  1. Click a column header and select the sorting order (ASC or DESC) by clicking the triangle next to the column header.  You can sort these columns:
  • Run Id
  • Time
  • Bucket
  • Routing Plan
  • User
  • Activities
  • Resources
  • Status
  1. Select the routing run.

You can switch to another page if you can't find the routing run listed on the existing page. Search results may run across multiple pages if the number of routing runs is more.

Use filtering to narrow the list. As you start typing the content to filter the list, only those records that match the filtering symbols in one or more columns appear. 

Routing Report Showing Filter Results

You can see the entire record if at least one of these fields contains a string to filter by:

  • Run Id
  • Bucket name
  • Plan name
  • User name
  1. Click the row of the routing run to open the Summary window and to access the results of that routing run.

Routing Summary Screen

Steps to Enable

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

Key Resources

IMPORTANT Actions and Considerations

DEPRECATIONS AND REMOVALS

  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. Core Manage will be removed with the 20D (November 2020) Update. In preparation for migrating to the Core Application, we strongly encourage you to begin configuring the Application Screens 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 20D (November 2020) Update.

  3. The Survey functionality will be removed with the 20C (August 2020) Update.

  4. The https://api.etadirect.com URL scheme, used to access Oracle Field Service APIs is deprecated and being removed as part of the upcoming OCI data center migration. Prior to the OCI migration, you will be required to change the URL. Review and change your current integrations and if needed change the URLs to use https://<instance_name>.etadirect.com. The instance name is available on the Configuration > About screen of the OFS application. Alternatively, you can use the alternate instance name displayed in service console. We recommend making the change in TEST first and then applying that change to your Production instance.