Update 21A

Revision History

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

Overview

This guide outlines the information you need to know about new or improved functionality in this update.

DISCLAIMER

The information contained in this document may include statements about Oracle’s product development plans. Many factors can materially affect Oracle’s product development plans and the nature and timing of future product releases. Accordingly, this Information is provided to you solely for information only, is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described remains at the sole discretion of Oracle.

This information may not be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. Oracle specifically disclaims any liability with respect to this information. Refer to the Legal Notices and Terms of Use for further information.

Administration

Consider Missing Pairs in Pre-Calculation of Travel

Starting with Update 21, the pre-calculation of travel statistics is improved. Some of the improvements are:

• The algorithm ensures that every key is connected to every other key within 150 km, given enough number of days.
• The criteria to consider a travel key for pre-calculating travel statistics is reduced to a single activity that is not canceled or deleted.

Redesigned Themes Configuration

Starting with Update 21A, Classic and Vanilla themes are removed and Redwood is the default theme. Further, when you configure a new theme, you can choose the color of your choice for the page background and the Submit button.

APIs

Use Capacity REST APIs to Provide Booking Options

Starting with Update 21A, a new endpoint ‘showBookingGrid’ is added to the Capacity REST API. This API function simplifies the booking process through integration, provides the booking information for all the configured Capacity Areas, and makes it easy to implement booking flows.

Use REST APIs to Chat with Helpdesk

Starting with Update 21A, you can use the Collaboration REST APIs to initiate chat messages with a helpdesk group and can get responses from an operator. In addition, while sending messages, you can attach images and share activity, inventory, and resource details. You can also get chat conversations, messages, and contact details of the users and helpdesk groups from the user’s address book.

Capacity Management

Activity Booking Improvements

Starting with Update 21A, the Booking section on the Quota Configuration page includes these improvements:

• You can see a new Capacity Area booking type named 'Use Direct assignment'. This booking type supports booking directly to field resources.
• You can configure the option to see the recommended options among the available options.

Starting with Update 21A, the Booking page includes these improvements:

• You can book activities based on the available quota and not just the time-slot based quota.
• You can book activities for direct assignment booking areas.
• You can use the Booking page not just for a new booking, but for rescheduling an existing booking as well.

In addition, starting with Update 21A, you may use the new API method for activity booking, which includes all the abilities of the Activity Booking page.

Core Application

Legacy Manage Removed

The setting ‘Use Legacy Manage for Dispatch operations’, which was deprecated in an earlier update has been removed starting with Update 21A. As a result, users cannot access the Legacy Manage pages. The Screen Configuration section on the User Types page doesn't contain the page layouts that belong to Legacy Manage. We strongly recommend that you to stop using Legacy Manage and transition fully to Core Application before Update 21A is released. You will not be able to use Oracle Field Service without making this change.

Assignment Assistant: Enhanced Flow of Direct Move

Starting update 21A, Assignment Assistant is improved with these features:

• Move activity action using the drag-and-drop action is improved
• Support Visit functionality

Assignment Assistant: Support Visit Functionality

Starting with update 21A, Assignment Assistant supports the Visit functionality when you enable and configure it on the Business Rules page. If there are other activities matching the same visit bundling keys as a moved activity, then the application suggests that you move them with the moved activity.

Disable Location Gathering in Browser-Based Application

Starting with Update 21A, you can stop the application from collecting the location details of technicians who log in from the browser-based application (Core Application). If you select the corresponding feature for your instance and you select the 'Limit location gathering to installed Android or iOS applications' option, the application collects the location details only from the Oracle Field Service Mobile for Android and iOS app.

Download Images in Full-Size

Starting with Update 21A, you can view and download images in Core Application and in Oracle Field Service Mobile for Android and iOS applications, in their full-size, taken in online or offline mode.

Improved Scheduling in Core Application

Starting with Update 21A, scheduling shifts and non-working days have been improved. Managers can repeat a shift for several days in a row and set a shift with Daily, Weekly, and Yearly recurrence. Further, they can specify whether existing non-working days can be retained or changed with a new shift.

Reload or Restart When the Application Could Not Load

Due to server side or in browser functions, a blank screen was displayed when the application did not load. Starting with Update 21A, the application detects such errors arising during the loading process and tries to resolve them automatically. For users this might lead to a slightly longer time of loading. However, all the issues cannot be fixed automatically. In such situations, the solution is to reload the application, or in some cases clear the cache and restart the application. Whenever such a situation occurs, the application displays a page prompting that the application is unable to load.

Remove an Avatar

Starting update 21A, you can remove photos of the avatar using the Edit Resource dialog box in the Core Application.

View More Activities on Landing Page

Starting with Update 21A, you can configure the number of activities displayed on the Landing Page. You can use the 'Mobile Activity Count' option on the User options page. When there are more activities to display, the ‘View more’ button is displayed.

View Existing Schedule Reports From Core Application

Starting update 21A, users for whom the Schedule Report option is selected can access the Schedule Report option from Core Application. Note that you cannot provide access privileges for users in a new user type.

Use Decimal Numbers for Non-Serialized Inventory

Starting with Update 21A, you can use decimal numbers to specify the quantity for non-serialized inventory.

Routing

Routing SLA Improvements

Starting with update 21A, four additional SLA policies are available for routing to be set up on a filter level. Apart from the Default policy, you may prefer to ignore SLA, reduce SLA aging, place an activity as late as possible within the SLA window, or prefer to not route activities out of the SLA window. To support more SLA policies, four additional Non Assignment Costs for activity are added and the maximum Center Zone cost may now be up to 999 999.