Cloud Readiness / Oracle Field Service
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  1. Update 21C
  1. Revision History
  2. Overview
  3. Feature Summary
  4. Field Service
    1. APIs
        1. Work Zone Management Integration Enhancements
        2. View and Update Travel Key Level Parameters
    2. Collaboration
        1. Activity and Location Notifications in Collaboration
    3. Core Application
        1. Auto-Refresh Dashboard Charts in Core Application
        2. Calendar Improvements
        3. Date/Time Picker UX Improvements for Service Window, SLA and Activity Start/End Time
        4. Print Route Improvements
        5. Use Plug-Ins or Custom Forms with a Map Layer Asset
        6. Upload a Shape File from a Local File System
    4. Integration
        1. Set Read-only Mode for Outbound Integration Channels
    5. Mobility
        1. Applying Machine Learning to Define Airline-Distance Parameters
        2. Routing Enhancements
  5. IMPORTANT Actions and Considerations

Update 21C

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 Product Feature Notes
29 SEP 2021 APIs View and Update Travel Key Level Parameters Updated document. Revised feature information.
06 AUG 2021   IMPORTANT Actions and Considerations Updated document. Revised feature information.
23 JUL 2021     Created initial document.

Overview

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Feature Summary

Column Definitions:

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

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

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

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

Ready for Use by End Users
(Feature Delivered Enabled)

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

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

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

Feature

Report

UI or
Process-Based:
Small Scale

UI or
Process-Based:
Larger Scale*

Field Service

APIs

Work Zone Management Integration Enhancements

View and Update Travel Key Level Parameters

Collaboration

Activity and Location Notifications in Collaboration

Core Application

Auto-Refresh Dashboard Charts in Core Application

Calendar Improvements

Date/Time Picker UX Improvements for Service Window, SLA and Activity Start/End Time

Print Route Improvements

Use Plug-Ins or Custom Forms with a Map Layer Asset

Upload a Shape File from a Local File System

Integration

Set Read-only Mode for Outbound Integration Channels

Mobility

Applying Machine Learning to Define Airline-Distance Parameters

Routing Enhancements

>>Click for IMPORTANT Actions and Considerations

Field Service

APIs

Work Zone Management Integration Enhancements

Starting with update 21C, the ‘Get work zones’ (GET/rest/ofscCore/v1/resources/{resourceId}/workZones) REST API method additionally returns information about the status of a work zone resource.

A new parameter workZoneStatus has been added to the workZones resource that indicates whether the work zone is active or inactive. Having this information in the response avoids additional API calls to the work zone dictionary to check if the work zone is active, and makes integrations easier.  You can also use the new onlyActiveWorkZones query parameter to retrieve only active work zones.

Using the onlyActiveWorkZones query parameter in the ‘Get work zones’ method reduces the size of responses in scenarios where you need assignments related to active work zones.

This feature provides these key benefits:

  • Allows to avoid extra API calls to the workzone dictionary checking if some workzone is active or not
  • Allows to reduce sizes of responses if only active assignments are needed.
  • Simplifies the integrations

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

View and Update Travel Key Level Parameters

You can use the Statistics API to override travel estimations based on airline distance with any values you deem appropriate for each travel key. If a calculated override value exists, that value will be used to determine travel time.

To enter an override value, the API requires a pair of distance and travel override combinations for each travel key, where the travel time in minutes corresponds the specified distance in kilometers. For example, the table of distance and travel times shown below was derived from the following pair of values specified in the API:

  • Distance = 5 km; Travel time = 20 minutes
  • Distance = 10 km; Travel time = 30 minutes

Those two points, entered for a single travel key, indicate a speed of 30 km/hour (or 2 min/km) and a parking time of 10 minutes, which allows the application to calculate the airline distance based travel time for all possible distances within the travel key, as shown for selected distances in the table. The application uses these calculated values to override the estimated values based on gathered data.

Airline Distance in km

Airline distance based travel time in min

1

12

2

14

3

16

4

18

5

20

6

22

7

24

8

26

9

28

10

30

When the override values are provided through the API, the changes will be reflected after the next Stats script run, which typically occurs overnight. After that, all future travel durations will reflect the override values that have been entered for a travel key.

Oracle Field Service stores the overrides and the learned values for each travel key. The statistically-learned values continue to be updated based on new reported travel durations. At any point, it is possible to stop using the overrides and resume using the learned values for travel duration estimations. To do this, import the data into the API again, entering a value of -1 in one of the 'distance' or 'override' fields. Learned values will be used for travel time after the next run of the Stats script.

The limit for each API request is 10,000 records. To update more than 10,000 records, multiple requests can be used.

You can override parameters used in travel based on Airline distance at the travel key level using the ‘Update airline distance based travel’ (PATCH rest/ofscStatistics/v1/airlineDistanceBasedTravel/) REST API method.

Example

Request body:

{   

"items":   

[       

{           

"key": "travelKey1",           

"data":           

[               

{                   

"distance":5,                   

"override":20 

},               

{                   

"distance":10,                   

"override":30   

          }           

]       

},       

{           

"key": "travelKey2",           

"data":           

[               

{                   

"distance":-1 

}           

]       

}   

]

}

Response:

{    

"status": "200",    

"updatedrecords": 2

}

Get Airline distance-based travel at key level

This operation retrieves a collection of estimated and overridden values of airline distance-based travel time (in minutes) at the travel key level for the list of distances (in kms) specified. Up to 5 distances can be specified. If no distances are specified, then the default list will contain data for 1 km, 5 kms, 10 kms, 20 kms, and 50 kms. If no travel key is specified, then data for all possible travel keys will be retrieved. The following data will be retrieved:

  • Travel key value
  • Learned travel based on Airline distance
  • Override for Airline distance based travel

The limit for the number of records that can be retrieved in a single response is 10,000. If there are more records than that, the remaining ones can be accessed using the 'next' link at the bottom of the response.

You can get data at the travel key level using the following REST API path:

GET /rest/ofscStatistics/v1/airlineDistanceBasedTravel?key=<TRAVEL_KEY>&distance=<DISTANCES_LIST>&limit=<LIMIT>&offset=<OFFSET>

Example

{   

"totalResults": "5",   

"limit": 20,   

"offset": 30,   

"items":

[       

{           

"key": "79701",           

"data": [               

{                   

"distance": 1,                   

"learned": null,                   

"override": 2               

},               

{                   

"distance": 5,         

"learned": null,                   

"override": 9               

},               

{                   

"distance": 10,                   

"learned": null,                   

"override": 17               

},               

{                   

"distance": 20,                   

"learned": null,                   

"override": 33               

},               

{                   

"distance": 50,                   

"learned": null,                   

"override": 81               

}           

]       

},       

{           

"key": "38345",           

"data": [               

{                   

"distance": 1,                   

"learned": 8,                   

"override": 2               

},               

{                   

"distance": 5,                   

"learned": 16,                   

"override": 9               

},               

{                   

"distance": 10,                   

"learned": 27,                   

"override": 17               

},               

{                   

"distance": 20,                   

"learned": 49,                   

"override": 33               

},               

{                   

"distance": 50,                   

"learned": 115,                   

"override": 81               

}           

]       

}   

],   

"links": [       

{           

"rel": "canonical",           

"href": "https://<instance_name>.etadirect.com/rest/ofscStatistics/v1/airlineDistanceBasedTravel?limit=2&offset=3"       

},       

{           

"rel": "describedby",           

"href": "https://<instance_name>.etadirect.com/rest/ofscStatistics/v1/airlineDistanceBasedTravel"       

},       

{           

"rel": "prev",           

"href": "https://<instance_name>.etadirect.com/rest/ofscStatistics/v1/airlineDistanceBasedTravel?limit=2&offset=1"       

}   

]

}

This feature allows you to use the Statistics API to override travel estimations based on airline distance with any values they find appropriate for each travel key. If a calculated override value exists, that value will be used to determine travel time.

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

Collaboration

Activity and Location Notifications in Collaboration

To improve the usability of notifications and system interactions in the browser and native apps, Update 21C includes several improvements such as consolidating all the notifications in one area, and making it easier for the users to manage their read and unread messages.

Consolidated Notifications

Currently, location and activity-related notifications are shown in the header under the bell icon in the browser and the installed app, as shown in the screenshots 1 & 1A. Similarly, the Collaboration notifications are displayed under the chat icon. This required users to check their notifications in two different places. All the notifications are consolidated in one area under the chat icon in the header, as shown in the screenshots 2 and 2A. This consolidation makes it easier for you to manage your read and unread messages.

Screenshots 1 and 1A:

This image shows the notifications in the installed app, before Update 21C.

Notifications in the installed app before Update 21C

This image shows the notifications in the browser, before Update 21C.

Notifications in the Browser, Before Update 21C.

Screenshots 2 and 2A:

This image shows the notifications in the browser, from Update 21C.

Notifications in the Installed App from Update 21C

This image shows the notifications in the browser, from Update 21C.

Notifications in the Browser, from Update 21C

Notifications when Collaboration is not Configured for a User Type

If your user type is not configured with Collaboration, you can still get the notifications under the same icon. However, you cannot see the Collaboration features such as chats, help desk chats, and historical messages. The Collaboration window is shown with the title 'Notifications', as shown in the screenshots. This is where all of the available notifications are listed.

NOTE: The notification messages are available on the Notification tab for an active session. The messages disappear if you refresh the page. If you log in to the application again, you will get new notifications as part of the new active session.

This image shows the notifications in the browser when Collaboration is not configured.

Notifications in the Browser When Collaboration is Not Configured

This image shows the notifications in the installed app when Collaboration is not configured.

Notifications in the Installed App When Collaboration is Not Configured

Notifications in Native Mobile Apps

Currently Collaboration notifications are available in native applications when Oracle Field Service app is running in the background. With 21C, if you are using native application in Android devices, you can get the Collaboration notifications even when the app is running in the foreground. That way, you get the new Collaboration notifications on any page within the Oracle Field Service app. This is to ensure that you don't miss any notifications.

With 21C, the device Back button is also enabled for Collaboration. You can click the Back button from the Collaboration chat list page and navigate back to the previous Oracle Field Service page from where Collaboration was opened. If you are in the detail pages of Collaboration, you are navigated back to the previous page.

NOTE: In-app notifications are not available on iOS devices. In-app notifications are not available when you are working within the Collaboration pages. The activity and location notifications are also available as in-app notifications.

This image shows the notifications on an iOS device.

Notifications on an iOS Device

This image shows the notifications on an Android device.

Notifications on an Android Device

Other Improvements in the Collaboration Window

  • Collaboration Window 
    • The left pane of the Collaboration window contains the notification title, the time of arrival of the notification, and a colored dot to indicate unread notifications.
    • The right pane of the Notification tab contains the details about the notification with a header as the title of the notification.
    • The Collaboration icon shown in the header shows the sum of all unread chats and notifications when Collaboration is not open on the page.
  • Notifications
    • Supervisors / dispatchers / admin users who manage multiple users, can see the notifications of their teams, when the manager (user) views the Activity List of a resource, only when the technician's route is activated.
    • You can see the Notification tab only when you activate your route.
    • The tab displays the count of unread notifications.
    • Each notification appears as an individual item within the Notification tab.
  • Help Desk
    • Help desk operators' Collaboration window shows four tabs including Chats, Helpdesk, History, and Notifications, as shown in the screenshots.

These screenshots show the Collaboration window without the Helpdesk tab:

This image shows the Collaboration window without Helpdesk tab in a browser.

Collaboration Window Without the Helpdesk Tab in a Browser

This image shows the Collaboration window without Helpdesk tab in the installed app.

Collaboration Window Without the Helpdesk Tab in the Installed App

This image shows the Collaboration window with the Helpdesk tab in a browser.

Collaboration Window With the Helpdesk Tab in the Browser

This image shows the Collaboration window with the Helpdesk tab in the installed app.

Collaboration Window With the Helpdesk Tab in the Installed App

This feature provides these benefits:

  • Single place to get all notifications alerts in Oracle Field Service.
  • Ability to get notification alerts about new messages while working in the application. 

Steps to Enable

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

Key Resources

Core Application

Auto-Refresh Dashboard Charts in Core Application

With Update 21C, dashboard charts are refreshed automatically based on the refresh rate configured at the resource level.

You can configure the refresh rate in the minutes field in the Edit Resource screen. The dashboard gets automatically refreshed based on the duration set for the resource.

To configure the refresh rate, follow these steps:

  1. Click the Navigation button and select Resources.
  2. In the Resources screen, select a resource.
  3. In the Resource Info screen, click the Properties icon and select Edit from the drop-down list.
  4. In the Edit Resource screen, type a value in the Refresh rate field:

Edit Resource Screen Showing Refresh Rate  

  1. In case no refresh rate duration has been set for the resource, the default refresh rate of the chart will be taken into account for automatic data refresh.

Report

Delay     

Routing Errors Reasons 1h 
Resources by Statuses 10m 
Percent of Customer Expectations Met 1h 
Percent of Activities Met 1h 
Mean Time to Deliver 1h 
Completion Progress by Volume 10m 
Completion Progress 10m 
Comparing Resources Productivity 1h 
Comparing Resources - Number of Activities 1h 
Capacity by Category 5m 
Average Travel Time per Resource 1h 
Average Productivity by Activity Type 1h 
Autorouting Results 1h 
Activities by Statuses 10m

Activities by Capacity Categories

1h

This feature enables the user to configure the refresh rate so that it is possible to view most current data in the dashboards.

Steps to Enable

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

Key Resources

Calendar Improvements

With Update 21C, you can change a technician's customized work schedule back to the default schedule of the parent organization quickly. Additionally, you can now add comments for regular schedules, in addition to the previously available comments for non-working and custom working time schedules. Also, Redwood style updates have been applied to calendars.

  • A new option 'Default schedule' is added to the bottom of the list of available schedules.
  • The Default and Individual schedules are indicated by different color tones.
  • The Comments field is available for Schedule and Shift as well as for non-working time and custom working time.
  • The 'Keep non-working days' check box appears only when you change the schedule for more than one day.
  • Calendars and Resource Calendars pages are updated with Redwood style.

Use Cases

Use case 1: Remove an Individual Schedule

Everyone in an organization works the same schedule: Monday-Friday, 8:00 AM-5:00 PM. To set this schedule for everyone, you can configure the schedule for the organization unit or bucket so that all technicians inherit this schedule. Let’s say a technician asks the manager for time off for a certain date, and the manager approves it. Later, the technician's plans change and they ask for the time-off to be cancelled. The manager removes the individual time-off shift in the calendar by selecting 'Default schedule'. The time-off is removed, and technician takes on the calendar settings of the 'Default schedule'.

Set the Default Schedule for an Organization or a Bucket

Default schedule is the working time configured for the whole organization, division, or for a particular geographic region. In terms of Oracle Field Service, a default schedule is the working time added at the organization unit or bucket level, which can be inherited by the child resources.

NOTE: There is no such option as 'Default schedule' in the calendar of the top organization unit.

Follow these steps:

  1. Open Resource Calendar for the organization unit or bucket.
  2. Click the date from which you want to set the default schedule.
  3. In the Schedule field, select a schedule or shift. For example, select 8 to 5.
  4. In the End Date field, select the date on which you want this schedule to end.
  5. Select Keep the Non-working days to retain the non-working days that are defined for this level. 
  6. Click Submit. The option Default schedule 8 to 5 is added to the Schedule drop-down list for the child resources of the selected organization unit or bucket.

Return the Default Schedule to a Technician 

If you use the same schedule for the whole organization or for a particular division, everyone in these divisions automatically have the same schedule. If you change the schedule for an individual technician and if those changes are no longer needed, you can return the technician's schedule to the default schedule.

Follow these steps:

  1. Go to the Calendars or Resource Calendar page.
  2. Click the date for an individual schedule that you want to return to the default schedule.
  3. In the Schedule drop-down list, select 'Default schedule'. You can see that the schedule that is configured for the organization unit or bucket is shown in brackets. 
  4. Click Submit. The individual schedule is removed and the inherited schedule is applied.

This image shows the schedule dialog box, where an individual schedule is selected:

This image shows the schedule dialog box with an individual schedule.

Schedule dialog box with an individual schedule

This image shows the schedule dialog box, where the Default schedule is selected:

This image shows the schedule dialog box, where the Default schedule is selected.

Schedule dialog box with the Default schedule

Use case 2: Determine Whether a Schedule is Individual or Inherited from a Parent Level 

A dispatcher wants to understand whether the schedule for a resource is inherited from the parent level or is an individual shift. The dispatcher can open the Calendars page and click any date. If 'Default schedule' is selected in the Schedule field, the schedule is inherited from the parent organization. If a different schedule is selected, then the schedule is an individual one.

How to determine whether the schedule is Default or Individual? 

  1. Open the Calendars page or the Resource Calendar page for the specific resource.
  2. Click a day on the calendar. The actual working time is shown in the Schedule field. Moreover, default and individual schedules are displayed with a different color tone.

This image shows the Individual schedule, which is shown with a lighter color:

This image shows the Individual schedule, which is shown with a lighter color

Individual schedule, shown with a lighter color

This image shows the Default schedule, which is shown with a darker color:

This image shows the Default schedule for resources

Default schedule for resources, shown with a darker color

Other Improvements

Improvement of the 'Keep non-working days' feature

The check box 'Keep non-working days' is available and enabled by default, if the schedule is changed for more than 1 day. In other words, it's available if a user changes the 'End date' field.

This image shows the Schedule dialog box without the Keep Nonworking Days check box

Schedule dialog box without the Keep Non-working Days check box

This image shows the Schedule dialog box with the Keep Non-working Days check box

This image shows the Schedule dialog box with the Keep Non-working days check box

Schedule dialog box with the Keep Non-working days check box

Redwood style

The Calendars and Resource Calendar pages are now displayed in Redwood style.

This image shows Calendars before Update 21C:

This image shows Calendars before Update 21C

Calendars before Update 21C

This image shows Resource Calendar before Update 21C:

This image shows Resource Calendar before Update 21C.

Resource Calendar before Update 21C

This image shows Calendars in Redwood style:

This image shows the Calendar page in Redwood style.

Calendars page in Redwood style

This image shows Resource Calendar in Redwood style:

This image shows the Resource Calendar page in Redwood style

Resource Calendar page in Redwood style

This feature provides these benefits:

  • Allows you to quickly change a technician's customized work schedule back to the default schedule of the parent organization.
  • Ability to add comments for regular schedules, in addition to the previously available comments for non-working and custom working time schedules.
  • Calendars now appear in Redwood style.

Steps to Enable

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

Key Resources

Date/Time Picker UX Improvements for Service Window, SLA and Activity Start/End Time

Update 21C introduces new capabilities for data entry of fields representing time periods, and aligns the visual look and feel of these fields with the Redwood style to provide consistent user experience. These improvements are implemented:

  • You can select the ‘All day’ option with a single click in the Time Slot field.
  • You can select the SLA Start and SLA End dates for regular activities using date and time editors. And, select the SLA Start and SLA End dates for repeating activities using the date editors.
  • You can see the date and time editors in Redwood style.

This image shows the date and time editor in the SLA Start and SLA End fields:

This image shows the date and time editor in the SLA Start and SLA End fields.

SLA Start and SLA End fields with the date and time editor

This image shows the date editor in the Start Date and End Date fields:

This image shows the date editor in the Start Date and End Date fields.

Start date and End date fields with the date editor

Set ‘All Day’ Time Slot in One Click

You can select the ‘All Day’ time slot with a single click by checking the 'All-day' check box inside the Time Slot field. This feature is available only for the activities that belong to activity types for which you have deselected the 'Support of time slot' option. For these activities, the Time slot field is presented as Service window start and Service window end time inputs instead of a drop-down list containing persisted number of service windows. When you select the ‘All day’ check box and submit the changes, you clear the service window for an activity, indicating that it could be performed anytime during the day.

This image shows the time editor in the Time Slot field and the All day check box:

This image shows the time editor and 'All day' check box in the Time Slot field.

Time Slot field with the time editor and the All day check box

Visualization of date and time editors is unified across screens, and is based on the context layouts and forms. The date and time editors are displayed the same way on all devices and are optimized for touchscreen interactions. Further, all the fields that you can populate from the date and time editors can be edited inline.

This image shows the date editor and time editor with the inline editing of date, date and time, and the time:

This image shows the date editor with the in-line editing of date, in-line editing of date and time, and the time editor.

Inline editing in the date and time editors

Improved Validation

Validation is improved for 'time period' fields to prevent incorrect data from being entered and submitted. Now the application detects the format of manually-entered data more precisely, or checks that start time and end time are set in the correct order.

Accessibility

Date and time editors are optimized for people with special needs, so that they can easily populate data in the redesigned date and time editors. New editors support keyboard navigation and voice assistants, provide access to elements through the keyboard, introduce instructions for input format, and so on.

The key benefits of this feature are improved usability for population of time-period fields and fewer errors during data collection.

Steps to Enable

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

Key Resources

Print Route Improvements

Starting with Update 21C, the Print Route will have a more compact view. The Print Route is available in the Dispatch Console and Activity List screens and it enables users to print the route of field resources, displaying Activity fields in three columns (earlier, there were just two columns). This will help in reducing the amount of white space.

Navigate to the Activity List screen for a selected resource.

Click Actions, Print. A preview of the route is available here:

Print Screen for Activities Assigned to a Resource 

This feature helps in reducing the amount of white space, thereby, making data look more compact and easily readable. This also reduces the number of sheets of printed paper that Technicians carry for reference.

Steps to Enable

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

Key Resources

Use Plug-Ins or Custom Forms with a Map Layer Asset

Starting with Update 21C, you can use a plug-in or a custom form within a custom map layer asset.

USE CASE

In Utilities and Telecommunication where map layers are commonly used, you can create an activity or service request from a map layer and include the asset details and GPS location. In addition, you can interact with the asset directly and obtain historical and IoT data about assets. The application can capture the correct location and asset properties automatically, if configured. A new button, Shape hint, is added to map layers, using which you can call a plug-in to create an activity. As a technician or a dispatcher you can open a plug-in or custom form from the map layer hint for a specific asset. Custom map layers are available for route and team maps within Core Application as well as in the installed iOS and Android apps. When you open the Shape hint button, the specified asset properties are passed to the configured plug-in or custom form.

Steps to accomplish this:

  1. Build a plug-in that creates activities, or build a plug-in to interact with the asset from the map layer. Or configure a custom form that passes map layer asset attributes to middleware for creating an activity or service request. 
  2. Specify the plug-in or custom form details in the map layer.
  3. Open the hint on the map layer and create the activity or service request.

Log in as an administrator and perform these tasks:

  1. Configure the plug-in or custom form that creates the activity.
    1. Click Configuration --> Forms & Plugins.
    2. Click Add Form or Add Plugin and add the details of the plug-in or custom form that creates an activity or service request. You can select a plug-in that uses the Plugin API or the one that doesn’t. When you link this plug-in or custom form with Shape hint button, the application considers it as a Configured Link. When you click Configured links on the Forms & Plugins page, you can see Map layers.
  2. Specify the form or plug-in to be accessed within the map layer.
    1. Click Configuration --> Business Rules --> Map Layers.
    2. Click the stack icon and click Modify for the required map layer. 
    3. Click 'Shape hint button' field on the Edit Map Layer page and select the custom form or plug-in. The name of the form or plug-in that you select here is displayed as a button (link) in the custom map layer hint. When a user clicks the link from the map layer hint, the plug-in or form opens. In this screenshot, the 'New activity' custom form is selected as the value for 'Shape hint button'.
    4. To send parameters to the plug-in or custom form, specify the values in the 'Plugin/Form Field' column. This maps the fields in the shape file to the parameters in the plug-in or custom form. For plug-ins, the parameters are sent as additional parameters within the 'openParams' section. For custom forms, the fields are populated based on the specified names.
    5. To send the coordinates of the point where the user clicked on the map to the plug-in or custom form, specify the corresponding parameters in 'Plugin/Form Field' column. 

This image shows the Edit Map Layer page, where you configure the Shape hint button to use a plug-in or custom form:

This image shows the Edit Map Layer page to configure the Shape hint button.

Edit Map Layer Page to Configure Shape Hint 

Log in as a dispatcher or a technician to open the hint on the Map Layer and create an activity:

  1. Open the team map or the resource route map.
  2. Click the layer icon and select the layer on which Shape hint button is configured.
  3. Click the shape and then click the hint.
  4. Click the plug-in or custom form in the hint.

This image shows the Map view with the Add Activity link in the hint:

This image shows the Map view with the Add Activity link in the hint.

Map View Showing the Add Activity Link in the Hint

This feature provides decision making capabilities to the field resources who can create work orders with accurate location on the spot. It also helps improve the flow of assets inspection.

Steps to Enable

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

Key Resources

Upload a Shape File from a Local File System

Starting with Update 21C, you can upload a file from your local device to easily create and update work zones and custom map layers. These changes are implemented:

  • Added the ability to create work zone or custom map layers via file upload from a local file system (device). This eliminates the need to host the shape file somewhere else. However, users can still host it at their preferred location.
  • Removed the constraint 'The shape file must be in the root of the zip archive, not inside any folder of the zip archive.' Now the shape file data can be inside the nested folder of a zip file.
  • Renamed the 'Select shape file location' options to make them consistent and self-explanatory.
    • Upload local file   
    • Upload file using URL (was Upload shapefile now)   
    • Upload file later via API (was Upload shapefile later via API)   
    • Use already uploaded file (was Use already uploaded shapefile)   
    • Use external data source

To upload a shape file from your local file system (or device):

  1. Click Configuration, Business Rules.
  2. Locate Map Layers and click Add New.
  3. Enter the name of the custom layer in the preferred language.
  4. Add a label for the custom layer in the Label field.
  5. Select the status of the layer in the Status drop-down list.
  6. Select ‘Upload local file’ in the Select shapefile location drop-down list.
  7. Click Select file and select a zip file from your local device. The maximum size of the file you can upload is 150 MB.
  8. Enter the shape identifier in the SRID field.
  9. Click OK.
  10. Click Save on the Business Rules page. The file is uploaded. If the file is not a valid zip file, or if the zip file exceeds 150 MB, an error message is shown. You must correct the errors and upload again. See the Core Application guide for the remaining restrictions for uploading shape files. This image shows the Add Map Layer dialog box, where you can add a shape file:

This image shows the Add Map Layer dialog box to add a shape file.

Upload a Shape File

To download a zip file that was uploaded from a local file system:

  1. Click Configuration, Business Rules.
  2. Locate Map Layers. 
  3. Click the stack icon and then click Modify against the layer from which you want to download the file.
  4. Click the filename in the Source file field. The file is downloaded to your local device. This image shows the Edit Map Layer dialog box, where you can download a shape file:

This image shows the Edit Map Layer dialog box to download a shape file.

Download a Shape File

To delete an uploaded shape file with the layer:

When you upload a shape file from your local device, Oracle Field Service stores it until you delete the layer with the associated shape file.

  1. Click Configuration, Business Rules.
  2. Locate Map Layers.
  3. Click the stack icon and then click Delete against the layer that you want to delete.
  4. To delete the shape file that is associated with the layer, click Delete associated shapes.
  5. Click OK. 
  6. Click Save on the Business Rules page. The layer and its associated shape file are deleted. If you don’t select Delete associated shapes, the layer is deleted and the shape file is retained in the application.

This feature prevents the need to host the shape file somewhere. You can still host the shape file at your preferred location.

Steps to Enable

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

Key Resources

  • Using Core Application

Integration

Set Read-only Mode for Outbound Integration Channels

You can set Outbound Integration channel to read-only using the Configuration screen context.

This feature includes the following usability improvements within the Outbound Integration Channel screen:

  • Access to Outbound Integration Channels in read-only mode 
  • Reordering of Outbound Integration Channel selections as follows:
    • Oracle Integration
    • Oracle Analytics
    • Oracle Autonomous Database
    • Oracle Business Intelligence

If you have read-only access to channels, the Outbound Integration Channels page shows the channels as follows:

Outbound Integration Channels - Read-only Mode

You can view the outbound channels configured, along with the status of the channels. However, the option to add new channels or edit existing channels is not available for users with read-only privileges. This image shows the Add Channel dialog box: 

Add Channel Dialog Box

To view the daily extract time, click the Start Time option from the outbound channel.

The Start Time dialog box opens:

Start Time Dialog Box

You can click the configured channels to view the entity details that are configured.

This feature allows you to set the visibility option for Outbound Integration Channels as read-only so that all users can view Outbound Integration Channels in read-only mode.

Steps to Enable

You can set the "read-only" access privilege for a particular Outbound Channel using the Configuration screen context.

Follow these steps:

  1. Navigate to Configuration, Screen Configuration, Outbound Integration Channels.
  2. The Screen Configuration page shows the context layout structure.
  3. Add visibility as read-only and click Save:

Screen Configuration Page Showing Visibility Options for Outbound Integration Channels

Key Resources

Mobility

Applying Machine Learning to Define Airline-Distance Parameters

Instead of using the same airline speed and parking time values across all geographical locations for the entire company, Oracle Field Service now calculates airline speed and parking time for each travel key separately. If one travel key encompasses an urban area, where speeds are low and parking times are high, while another key is located in a rural area with higher speeds and minimal parking times, travel time estimations using company-wide values may not be as accurate as possible.

Estimations are likely to be more accurate when airline distance speed and departure, and parking time are based on the values collected for individual travel keys. If there is enough reported data for a travel key, the airline speed and parking time is estimated based on the collected data. If there isn't enough reported travel data, the travel time estimate uses the default airline speed and parking time, as defined for the entire organization on the Configuration --> Statistics page.

For travel within a travel key, the travel time estimate is the straight-line distance divided by the airline distance speed of the travel key plus the departure or parking time of the travel key.

Travel time estimate = Distance/Airline distance speed + parking time

For travel between two travel keys, the travel time estimate is the average of the travel time estimates calculated using each of the keys.

Travel time estimate = 0.5 * (Distance/Airline distance speed of key 1 + parking time of key 1) + 0.5 * (Distance/Airline distance speed of key 2 + parking time of key 2)

Just as in the earlier releases of Oracle Field Service, the final estimated travel time may be based on the airline distance estimation combined with statistically calculated travel durations.

Access Configuration

There is a new entry for 'Override airline distance based travel' in the API access for Statistics API in the Configuration --> Applications screen.

If you select Read-only, the profile can access only the GET APIs. Read-write gives access to GET and PATCH APIs. This image shows the configuration of access to the Statistics API on the Applications page:

This image shows the configuration for the Statistics API on the Applications page.

Configuring the Access for the Statistics API on the Applications Page

Configuration Changes

This functionality includes an additional check box on the Statistics page, "Calculate airline distance based travel at key level". Travel key parameters are used to calculate the airline distance based travel estimation only if this check box is selected. The application behaves as before if this check box is deselected.

This image shows the "Calculate airline distance based travel at key level" check box on the Statistics page:

This image shows the "Use airline distance speed and parking time at travel key level" check box on the Statistics page.

Statistics Page

Override Airline Distance Based Travel

You can use the Statistics API to override the travel estimations based on airline distance with any value you deem appropriate for each travel key. If a calculated override value exists, that value will be used to determine travel time.

For more information on the API, see the View and Update Travel Key Level Parameters feature under APIs.

This feature helps in improved travel time estimations using company-wide values with better accuracy.

Steps to Enable

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

Key Resources

Routing Enhancements

Routing screens have new user interfaces based on Redwood styles.

These features are new in Routing:

  • Ability to choose days of week for Immediate Routing Plans and for activities which fit the filter. This is to define specific business rules for immediate activities based on specific days such as, working and non-working days.
  • Look and feel of routing plan Add and Edit screen is changed in accordance of latest Oracle Redwood guidelines, so the screen now looks similar to other Oracle CX applications. 
  • Particular dialog window translations are changed for better clarity and to correspond to Oracle Redwood guidelines.
  • Routing plans within the routing profile are now listed alphabetically, which makes it easier to find the needed routing plan.

To change the days of the week for which an Immediate routing plan is to run, navigate to the Run Schedule section and choose the needed days under Activity days.

To keep current behavior unchanged, all days are selected by default for all existing plans and newly created plans.

Examples are listed below:

  • To run a particular immediate routing plan only during work days, deselect Sat & Sun, so only Mon-Fri are chosen.
  • To run a particular immediate routing plan only during weekend, deselect all but Sat & Sun.

Here are some screens and dialog boxes available in Redwood style:

  • Add Routing Plan screen

Add Routing Plan Screen

  • Immediate Routing Plan Screen

Immediate Routing Plan Screen

  • Activate Routing Plan dialog box

Activate Routing Plan Dialog Box

  • Activate Routing Profile dialog box

Activate Routing Profile Dialog Box

  • Deactivate Routing Profile dialog box

Deactivate Routing Profile Dialog Box

This feature is designed to provide flexibility based on resource availability and defined business rules such as, there may be fewer available resources on Sundays so the urgency and prioritization may be different from the working days.

Steps to Enable

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

IMPORTANT Actions and Considerations

DEPRECATIONS AND REMOVALS

  1. 21D (November 2021): Starting with Update 20D (November 2020), the Get Events “subscriptionId = optional” parameter is being deprecated. The parameter will be mandatory starting with Update 21D (November 2021). If a request is send without the mandatory parameter, the response will be: 401 Bad Request, "Mandatory parameter 'subscriptionId' is missing. You need to use a subscription to get the events.”  You must make any necessary changes to your Events API between now and November 2021 to be prepared for this change. It is strongly recommended that you make the necessary changes immediately, because the parameter is designed to improve the API performance.

  2. 21D (November 2021): The https://login.etadirect.com URL scheme, used to access Oracle Field Service is deprecated in 20D (November 2020) with a planned removal in Update 21D (November 2021) Update. Review and change your current integrations and if needed change the URLs to use https://<instance_name>.etadirect.com. All OFS users should start accessing their instances using instance URL. This change will improve authentication time and adhere to government/corporate policy regulations related to data residency by ensuring the request is directed to the proper data center from the initial submission. The instance name is available on the Configuration > About screen of the OFS application and in the Login policy screen. Alternatively, you can use the instance name you added in Service console. We recommend making the change in TEST first and then applying that change to your Production instance.

  3. 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.

New Announcements

No new functionality or API deprecations are being announced with Update 21C (August 2021).