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
09 APR 2018

Real-Time Data Integration with BICS & DBaaS

Updated document. Revised feature description.

13 MAR 2018

Daily Extract Standardization

Updated document. Revised feature description.

13 MAR 2018 Mobile for iOS Updated document. Revised feature description.
20 FEB 2018

Support of Contingent Workers

Removed feature from Release 18A.
20 FEB 2018 Video Chat Removed feature from Release 18A.
19 JAN 2018   Created initial document.

Overview

This guide outlines the information you need to know about new or improved functionality in Oracle Field Service Cloud, 18A Release. Each section includes a brief description of the feature, the steps you need to take to enable or begin using the feature, any tips or considerations that you should keep in mind, and the resources available to help you. For a listing of browsers supported by Oracle Field Service Cloud, log in to our support site and access Answer ID 8215.

Give Us Feedback

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

Feature Summary

Action Required to Enable Feature

Feature

Automatically Available

End User Action Required

Administrator Action Required

Oracle Service Request Required

Upgrade Tasks

New Features

Improved Usability

Configuration Log

Work Zone Layer Creation and Configuration

Multiple Activity Duration Keys

Duration for Suspend, Pre-Work, and Reopen Activities

Glossary: All Languages in Individual Pages

Capacity Management

View Activities and Resources Used for Calculations of Available Capacity

Prolong Quota and Capacity Calculation Period

Collaboration

Broadcasting for Supervisor Group and Helpdesk via Collaboration

Daily Extract

Daily Extract Standardization

Real-Time Data Integration with BICS & DBaaS

ICS Adapter Enhancements

Manage

Support of Favorites in Resource Tree

Pre-Calculated Travel Statistics

Travel Calculation for Non-Travel Activities

Transfer of Non-Serialized Inventory with Quantity

Timeout Message in Reports and Removal of SOAP Reports

Mobility

Mobility Landing Page

Main Menu Layout in Supervisor Screen

Barcode Scanner Method in Plug-In API

Improved Style for Activity List

Routing

Assign Activities to Temporary Resources via Urgent and Immediate Routing

Multi-Day Routing Optimization

Resource Filters in Immediate and Urgent Routing

Re-Optimization Without Moving Activities to Bucket

Trigger Immediate and Urgent Routing Upon Changing Activity Property

APIs and Plugins

Core API Improvements

Event API Enhancement for Resource and User Events

Hosting Plug-Ins

Find Matching Resources API Improved

Store and Pass Sensitive Data Into Plug-ins

Mobile for iOS

Upgrade Tasks

The table in the Feature Summary section above offers a quick view of the actions required to enable each of the February 2018 (18A) features for customers upgrading from the August 2017 (17.8) release. If you are upgrading from a prior release, additional actions may be required in order to enable the new features or functionality. For more information about the feature upgrade or the actions required, see the section of the document as indicated in the Feature column.

Some of the new February 2018 Release features are automatically available to users after the upgrade and some require action from the user, the company administrator, or Oracle.

NOTE: The 18A update is only available to customers hosted in an Oracle Data Center.

New Features

Improved Usability

Configuration Log

With the February 2018 (18A) release, a new report Configuration History is now available. This report provides the ability to view the list of changes made in the Configuration settings in an instance.

This feature includes the following functionality:

Here is an example:

Configuration History Report Example

Known Behavior:

Steps to Enable

To add the Configuration History Report:

  1. Select the Navigation button.
  2. Select Configuration from the navigation pane.
  3. Select User Types
  4. Choose the User Type that will be configured with access to the report
  5. From Main Menu items from the Manage section of the Screen Configuration
  6. Locate and add the Configuration History report using Add Menu item
  7. Configure the visibility using Add new visibility
  8. Select X in the upper right hand corner to exit the screen

To view the Configuration History Report:

  1. Select the Navigation button.
  2. Select Configuration History from the navigation pane. The Configuration History report is displayed.

Configuration History Report

  1. Review the following information in the report:
  1. To filter the report, click View.
    1. Find — used to search a string within the Old value and New value columns in the report
    2. From and To dates — Displays the data from within the selected date ranges
    3. User ID — used to search for entries modified by a particular User
    4. Action— used to filter the report based on the Operation
    5. Rows — used to specify the number of rows to be displayed on each page of the report
  2. Changes made to the following screens in the application will be included in the Configuration History report:

Key Resources

Work Zone Layer Creation and Configuration

The ability to add map layers is improved with the February 2018 (18A) release. You can create and upload the Work Zone layer using the Map Layer functionality found on the Business Rules screen. You can upload a shape file, select a Shape Identifier on the Edit Map Layer screen, and delete the Work Zone layer and its associated shape file. Be sure to check out the Work Zone Layers Release Training video to find out more about this feature. Once the video loads click the section on the navigation menu to jump to that section.

Some properties of work zone layers are:

Custom Map Layers and their associated shape files created before release 18A are automatically migrated and displayed in the Map Layers section on the Business Rules screen. New Work Zone Layers are created automatically if Work Zone shapes were uploaded prior to the 18A release.

Steps to Enable

You can create a Work Zone Layer in three ways: by uploading a shape file through the Manage interface, using an existing shape file, and by uploading a shape file through API. This procedure describes uploading a shape file through the Manage interface and using an existing shape file methods.

UPLOAD A SHAPE FILE THROUGH THE MANAGE INTERFACE

  1. Log in to Core Manage and click Configuration.
  2. Click Business Rules. The Business Rules screen appears.
  3. In the Custom Map Layers section, click Add New. The Add Map Layer screen appears.
  4. Select Create work zone layer.
  5. Under Select shape file location, select Upload shape file now.
  6. Enter the URL to access the shape file. Use only an HTTPS URL.
  7. If the server requires user authentication to download file, enter the username and password.
  8. Enter the shape identifier that was generated in the application in which the shape was created, in the SRID field.

  Add Map Layer Screen

  1. Click Save on the Add Map Layer screen.
  2. Click Save on the Business Rules screen. The application creates a layer with the name "Work Zone Layer" and initiates the population of the shape file.

You can see the statuses on the table of Map Layers in the Map Layers section under the layer name.

Map Layers Section in Configuration Screen

When the shape file is uploaded, you can select the Shape Identifier on the Edit Map Layer screen.

Edit Map Layer Screen

Use an existing shape file.

  1. Send a request to populate a shape file through the Metadata API (see request) for your instance.
  2. Wait for the successful execution of the operation. See request.
  3. Log in to Core Manage and click Configuration.
  4. Click Business Rules. The Business Rules screen appears.
  5. In the Custom Map Layers section, click Add New.
  6. Select Create work zone layer.
  7. Select Use already uploaded shape file. A shape file with 'wz_layer' is displayed in the list.

Add Map Layer Showing Upload Shapefile Now Option

  1. Select the shape file. 
  2. Click Save on the Add Map Layer screen.
  3. Click Save on the Business Rules screen. The application creates a layer with the name, "Work Zone Layer". Information about when the shape file was last updated is displayed under the layer name. Now you can select the Shape Identifier for this layer on the Edit Map Layer screen.

Edit Map Layer Screen

EDIT WORK ZONE LAYER

  1. Log in to Core Manage and click Configuration.
  2. Click Business Rules. The Business Rules screen appears.
  3. Go to the Map Layers section and click the menu near the Work Zone Layer.
  4. Click Modify. The Edit Map Layer Screen appears displaying all the shapes from the shape file on the Map. Information about the shape file is displayed on the screen as well.

Work Zone Shape file

Edit Map Layer Screen Showing Shape File

  1. Select a value in the Shape Identifier field. For example, select ZIP Code to identify the shapes on the Map by their zip code.
  2. Click Save.
  3. Click Save on the Business Rules screen.
  4. Go to Configuration, Work Zones.
  5. Select an existing work zone or create a new one.

The Add work zone or Edit work zone screen displays accordingly:

Edit Work Zone Screen

  1. In the Work Zone Shapes field, provide the values of the column selected as Shape Identifier.
  2. Click Update or Add. The shape of the selected identifier is displayed.
  3. Click the 'Shape' link  Screen with shapes displayed on the Map is opened.

DELETE ONLY THE WORK ZONE LAYER

  1. Log into Core Manage and click Configuration.
  2. Click Business Rules. The Business Rules screen appears.
  3. Go to the Map Layers section and click the menu.
  4. Click Delete. The message "Layer will be deleted." appears with the "Delete associated shapes" check box.

Delete Work Zone Layer Dialog

  1. Click OK without selecting the check box. The layer is removed from the table.
  2. Click Save on the Business Rules screen.
  3. Go back to Map Layers section.
  4. Click Add new.
  5. Select Create work zone layer.
  6. Select Use already uploaded shape file. The shape file that was related to the deleted layer is displayed in the list.

Add Map Layer Screen

DELETE A WORK ZONE LAYER WITH ASSOCIATED SHAPES

  1. Log into Core Manage and click Configuration.
  2. Click Business Rules. The Business Rules screen appears.
  3. Go to the Map Layers section.
  4. Click the menu and select Delete. The message, "Layer will be deleted. Are you sure?" appears with the "Delete associated shapes?" check box.
  5. Select the check box and click OK.

Delete Work Zone Layer Dialog Showing Delete Associated Shapes Check Box Enabled

The layer is removed from the table.

  1. Click Save on the Business Rules screen.
  2. Go back to the Map Layers section and click Add new.
  3. Select Create work zone layer.
  4. Open the Select shapefile location drop-down menu:

    Add Map Layer Screen with Shapefile Options

    Configuration Page Showing Map Layers Section

    The 'Use already uploaded shape file' option is not available in the Add Map Layer screen. This is because, the shape file that was associated with deleted layer was removed from the Geospatial Database.

NOTE: Deleting shapes associated with the layer is possible only through the Core Manage interface. The metadata API DELETE method removes only the layers from database.

Key Resources

Multiple Activity Duration Keys

The major highlights of this feature are as follows:

Be sure to check out the Multiple Activity Duration Keys Release Training video to find out more about this feature. Once the video loads click the section on the navigation menu to jump to that section.

CONFIGURE MORE THAN ONE 'ACTIVITY DURATIONS STATS FIELDS'

Administrators can configure up to five (5) keys using the 'Activity durations stats fields' on the Statistics screen as shown in the image below. Only one of these keys can be 'Active' at any point of time. This 'Active' key will be used for all Activity duration estimation purposes. The keys that are not 'Active' will not affect the estimated duration calculations:

Configuring Activity Duration Keys Section

The advantage of such a feature is that before making a new key 'Active', the administrator can get an idea of how good the performance of the new key would be in comparison to the existing one. This can be done without impacting the current calculations.

The quality of the key will be displayed next of each of the keys. More number of stars indicate better quality of estimation (For more details refer the section "Calculation of Key Quality"). Based on the quality of keys, the administrator, at any point of time, may choose to 'Activate' any of the currently inactive keys. When an inactive key is Activated, the currently active key becomes inactive.

The 'Active' key cannot be deleted. In order to delete it, another key needs to be 'Activated'. Inactive keys will have the option to Edit, Deleted and Activate. The Active key can only be Edited.

In case, there is a key that has a better calculated quality than the currently Active key, the 'Activate' button will be displayed upfront beside the key. For all other inactive keys, the Activate option will be available within the options menu.

NEW OR MODIFIED KEYS

EXISTING KEYS

Similar to the other keys, any change made to the existing key or activation of a new key, will come into effect only when the re-calculation process is run the next time (typically by the next day). Similarly, the quality of a new or modified key will be displayed only from the next day onward.

CALCULATION OF KEY QUALITY

For each configured key, the system calculates the quality of the key based on how accurate the estimation of Activity durations have been or would have been, if the respective key was used for calculations. This is done based on the following steps:

Consider the following examples.

Activity ID

Activity Duration Key based on Key 1

Activity Duration Key based on Key 2

Estimated Duration based on Key 1

Estimated Duration based on Key 2

Reported Duration

Quality of Estimation based on Key 1

Quality of Estimation based on Key 2

1

AA

PP11

50

90

52

Good

Poor

2

BB

PP22

75

70

68

Good

Good

3

BB

QQ22

75

95

100

Satisfactory

Good

4

CC

QQ22

100

95

125

Satisfactory

Satisfactory

5

AA

RR11

50

35

45

Good

Satisfactory

6

DD

PP11

150

90

135

Good

Poor

7

BB

RR22

75

45

30

Poor

Satisfactory

8

DD

PP11

150

90

140

Good

Poor

9

AA

RR22

50

30

20

Poor

Satisfactory

10

CC

QQ11

100

140

110

Good

Satisfactory

The Quality of a Key is calculated based on the following formula:

Quality of Key = (0.06 * % of Good Estimations) + (0.04 * % of Satisfactory Estimations)

Hence, based on the above data,

ALL KEYS IN WORK STATISTICS REPORT

Since the administrator has the option to create more than one set of 'Activity duration stats fields', each of the configured keys will appear on the Work Statistics Report. The user will have the option to select any of the keys and the report will update to reflect the values based on the selected key. The selected key need not be 'Active' to view the report.

Work Statistics Report Showing 'Activity durations stats fields' Values

DISPLAY CURRENTLY USED KEY

When any of the stats fields (keys) in the Statistics screen within Configuration is modified, the changes take effect only the next time the calculation process is run. A message is displayed saying that the "Changes have not been applied yet". In addition to this message, the key that is currently in effect (previously Active key) will also be displayed until the new key takes effect.

Statistics Screen Showing Error Message

Steps to Enable

Steps to configure multiple activity duration keys:

  1. Login to Core manage.
  2. Proceed to the Configuration Screen
  3. Click Statistics.
  4. In the Statistics screen, go to Activity durations stats fields section and make changes as necessary.
  5. Click Save.

Key Resources

Duration for Suspend, Pre-Work, and Reopen Activities

Currently, Oracle Field Service Cloud retains the original activity duration for suspended, reopened, and pre-work activities. From this release onward, users in Core Manage and Mobility can set the duration for suspended, reopened, and pre-work activities manually. This helps while estimating the remaining duration—it shows the additional work that is needed to complete the activity.

The Administrator must add the Duration field for the Suspend activity, Reopen activity, and Start Prework, context layout screens with a Read-Write or Mandatory visibility. When the user opens these screens, the application populates the Duration field with the activity’s initial value. Users can manually modify this value where the duration of:

When using Oracle Field Service Cloud Mobility, 'Prework' and 'Suspend' are available Online and Offline.

Steps to Enable

The Administrator must add the Duration field for the Suspend activity, Reopen activity, and Start Pre-work, context layout screens with a Read-Write or Mandatory visibility.

Key Resources

Glossary: All Languages in Individual Pages

Earlier, to add glossary definitions in different languages, administrators had to first select the language and then edit the fields for that language. Now, administrators can configure the names of elements in all configured languages while adding or modifying an element. The fields for all the active languages are displayed upfront.

If there is only one active language configured in the application, the field does not show the name of the language separately. It just displays the field name with a single text box for the active language. The following elements are included this feature:

Steps to Enable

No steps are needed to enable this feature.

Key Resources

Capacity Management

View Activities and Resources Used for Calculations of Available Capacity

You can download a list of resources and activities from the Available Capacity screen to analyze the resources and activities that are used to calculate available capacity per capacity area, per category, and per day.

This feature provides the following functionality:

Steps to Enable

To view resources and activities used for calculations of available capacity:

  1. Select the required capacity bucket from the left-hand pane.
  2. Click View and select Available Capacity from the View drop-down list.
  3. Click Apply.
  4. In the Available Capacity page, click the used capacity number in the All Day column for the required capacity category and then click Download activities list.

Capacity Download: Resource and Activities

NOTE: Lists downloaded from aggregated screens may have many rows and hence, take longer time to download.

  1. Save the file, open it with a text editor or a table processor, and review the following fields:
  1. To configure the download file format, select the required option from the Default Export Format drop-down list in the My Display page.
  2. To configure the date or time format, select the required options from the Time Format and Date Format drop-down lists in the My Display page.
  3. Click the resources number in the All Day column for the required capacity category and click Download resources list.
  4. Save the file, open it with a text editor or a table processor, and review the following fields:

Key Resources

Prolong Quota and Capacity Calculation Period

In the February 2018 (18A) release, the maximum quota recalculation period is longer than it was in release the 17.8. In that release, the maximum recalculation period measured in days was 99, or 15 if the measurement units were weeks. These values, set on the Business Rules screen, still work the same way in the 18A release, but now, any activities booked after that period up to a total of 1,098 days will also be used in quota calculations. This feature offers the benefit of being able to recalculate quota based on activities that are booked up to three years in advance. This lets businesses that require long-range booking take advantage of the application's quota recalculation ability to provide accurate quota information.

Steps to Enable

No steps are needed to enable this feature.

Key Resources

Collaboration

Broadcasting for Supervisor Group and Helpdesk via Collaboration

Using the Group Message option, a supervisor or a helpdesk operator can perform the following actions:

Important information related to the feature:

Steps to Enable

Use these steps:

  1. Log in to the Mobility interface as a supervisor user.
  2. From the Collaboration window, click the Menu icon.
  3. Select the Group Message, User Groups option. The supervisor groups that the user monitors along with the collaboration user groups to which the user has visibility are displayed.
  4. Select the required user groups and click Next.
  5. Select the Broadcast or Conference option from the Message Type window and click Start Broadcast or Start Conference. The Broadcast or Conference window displays.
  6. Enter the message in the Broadcast or Conference window and click Send. The message is sent to the users in the selected user groups.
  7. Click Recipients to view the broadcast attributes such as acknowledged, read, successfully delivered, and not delivered counts.

Similarly, if you are a helpdesk operator, you can broadcast a message or initiate a conference with the team members as follows:

  1. Log in to the Core Manage interface as a helpdesk operator.
  2. Repeat steps 2 through 7.

Key Resources

Daily Extract

Daily Extract Standardization

The February 2018 (18A) release provides standardized Daily extract as public API in terms of documentation and functionality. What's changed:

ACTIVITY FIELDS

List of fields which can be configured in 17.8:

List of Activity fields

Field

Label

Description

Access Hours appt.access_hours Formatted string. Contains set of hours the activity is accessible at the day it is scheduled for (including overnight)
Access Schedule appt.access_schedule Formatted string. Contains schedule of access hours for the place where activity should be done.
Account Number appt.customer_number String with name of customer account in external system
Activity Features appt.afeatures Bitmask field that defines active features for this activity. This value is copied from  selected activity type
Activity ID appt.aid Unique numerical identifier of the activity
Activity Location ID appt.a_locationid Activity location ID
Activity Number appt.number Identifier of the activity (string, value of DB field "number")
Activity Properties appt.properties List of all custom activity properties with their values
Activity Time of Assignment appt.atime_of_assignment Date/Time when the last move/reschedule/assign to resource operation was performed for the activity.
Activity Time of Booking appt.atime_of_booking Date/time when the activity was booked.
Activity Traveling Time appt.continuous_traveling_time Travel time between activities/locations with addresses/coordinates
Activity Type appt.atype Primary type of the activity (prework, reopened, regular...)
Activity Update Flag appt.aupdate_flags Bitmask field. Displays bit flags after updating the activity.
Activity Work Type appt.aworktype Business type of activity, (like "Lunch" etc.)
Activity Work Zone appt.aworkzone Work zone which is defined  for the activity
Activity status appt.astatus Status of the activity
Auto-routed to Date appt.auto_routed_to_date The date the activity was scheduled for during the latest Routing run.
Auto-routed to Resource appt.auto_routed_to_provider_id ID of resource the activity was assigned to during the latest Routing run.
Auto-routed to Resource (Name) appt.auto_routed_to_provider_name Name of resource the activity was assigned to during the latest Routing run.
Capacity Bucket provider.pcapacity_bucket ID of capacity bucket for the resource for whom the activity is provided.
City appt.ccity City name, part of Customer address
Coordinate X appt.acoord_x X coordinate received from geocoding module for the activity

Coordinate Y

appt.acoord_y Y coordinate received from geocoding module for the activity
Coordinate accuracy appt.acoord_accuracy Accuracy level of coordinates for  the activity
Coordinate status appt.acoord_status Coordinate status for the activity
Country appt.country_code Country code for the activity
Customer Email appt.cemail Email of the customer for whom the activity is provided.
Customer Language appt.clanguage Message language of the customer for whom the activity is provided.
Customer Name appt.cname Name of the customer for whom the activity is provided.
Customer Phone appt.cphone Phone number of the customer for whom the activity is provided.
Customer Time Zone appt.c_zid Time Zone ID of the customer for whom the activity is provided.
Date format (Resource) provider.pdate_fid ID of date format for the resource for whom the activity is provided.
Day before appt.cdaybefore_flag Value of custom property "Day before". Present in the Initial DB, but may be removed. Flag indicates if 'Day Before' Notification should be used.
Delivery Window End appt.delivery_window_end End time for activity Delivery Window
Delivery Window start appt.delivery_window_start Start time for activity Delivery Window
Delivery address appt.caddress Customer address (except City, Zip/Postal code, State)
Duration appt.length Activity  length in minutes. Filled when activity is finished. Value =  end time - start time.
Email address provider.email Email address for the resource for whom the activity is provided.
Estimated time of arrival appt.ETA ETA date/time. Can be empty for Regular and Reopen activities if status is Pending or Suspended. For Started and Ended - time when activity is started. For Canceled can be empty or set, if set - it is time when provider started an activity before it was Canceled
First Manual Operation appt.first_manual_operation The name of the first manual reschedule/move/reorder operation performed after an automatic one.
First Manual Operation (Interface) appt.first_manual_operation_interface The interface the first manual reschedule/move/reorder operation was performed from after an automatic one.
First Manual Operation (User ID) appt.first_manual_operation_user_id ID of the user who performed the first manual reschedule/move/reorder operation after an automatic one.
Initial Ratio for Activity Duration provider.pinitial_ratio Initial ratio for activity duration for the resource the activity belongs to.
Master Activity ID appt.amaster_aid ID of main activity for prework, reassigned and reopened activities
Message Language provider.planguage Language for resource the activity is assigned to.
Mobile Phone appt.ccell Mobile phone number of the customer for whom the activity is provided.
Organization provider.organization_id ID of organization for the resource the activity is assigned to.
Points appt.apoints Number of points that represent efforts required to perform the activity.
Position in Route appt.position_in_route Calculated field. Contains position of activity in the route.
Postal Code appt.czip ZIP/Postal code of customer for whom the activity is provided.
Reminder appt.cmessagetime Number of minutes before Delivery Window/ETA when reminder notification is sent.
Reported End Time of Activity Delivery appt.ctime_delivered_end End date/time of activity which is delivered to the customer.
Reported Start Time of Activity Delivery appt.ctime_delivered_start Start date/time of activity which is delivered to the customer.
Resource External ID provider.external_id External system identifier for the resource the activity is assigned to.
Resource ID provider.pid ID of resource the activity is assigned to.
Resource Name provider.pname Name (text identifier) of resource for whom the activity is provided..
Resource Parent provider.parent ID of parent resource for the resource the activity is assigned to.
Resource Phone

provider.pphone

Phone number of the resource for whom the activity is provided.
Resource Time Zone

time_zone.name

Standard Oracle Time zone name
Resource Time Zone Name time_zone.zoneinfo_name Standard IANA Time zone name
Resource status provider.pactive Resource status (active or inactive) for whom the activity is provided.
Resource type provider.ptype Resource type ID for the resource for whom the activity is provided.
Route Activation Time queue.activated Date and time of route activation for resource for whom the activity is provided.
Route Date queue.date Date of the route the activity is assigned to.
Route Deactivation Time queue.deactivated Date and time of route deactivation (for already activated route) for resource for whom the activity is provided.
Route ID queue.qid Unique internal identifier of the route the activity is assigned to.
Route Reactivation Time queue.reactivated Date and time of route reactivation (for already deactivated route) for resource for whom the activity is provided.
Routing profile provider.p_rprid ID of routing plan assigned to the resource for whom the activity is provided.
SLA End appt.sla_window_end End date and time of Service Level Agreement
SLA Start appt.sla_window_start Start date and time of Service Level Agreement
Service Window End appt.service_window_end End time of Service Window
Service Window Start appt.service_window_start Start time of Service Window
State appt.cstate State (Geographic area) of the customer for whom the activity is provided.
Teamwork ID appt.a_teamid ID of team for teamwork activities
Template ID appt.a_templateid ID of activity template for mass/repeating activities
Time Slot ID appt.a_tsid ID of Time Slot assigned to the activity
Time Zone (Resource) provider.time_zone ID of time zone assigned to the resource for whom the activity is provided.
Time format (Resource) provider.ptime_fid ID of time format for the resource for whom the activity is provided.
Travel Area appt.atravelarea ID of travel area the activity is belongs to.
Travel estimation method appt.travel_estimation_method Method that was used to make current traveling time estimation.Applicable for the activity.
Travel estimation method (final location) queue.final_travel_estimation_method Method that was used to make current traveling time estimation. Applicable for the final location.
Travel time adjustment: ID of previous activity appt.travel_from_aid ID of previous activity adjustment is entered for. Applicable for the activity.
Travel time adjustment: ID of previous activity (final location) queue.final_travel_from_aid ID of previous activity adjustment is entered for. Applicable for the final location.
Traveling Time appt.travel Time of travel from a previous activity/location.
Traveling time (final location) queue.final_travel Travel to the final location of resource for whom the activity is provided.
Visit ID appt.a_visitid ID of Visit  for the activity.
Work Order appt.appt_number Identifier of the activity (string, value of field "Work Order")
Working Day End queue.calendar_time_to End of working day (Date and time) for the resource for whom the activity is provided.
Working Day Start queue.calendar_time_from Start of working day (Date and time) for the resource for whom the activity is provided.

Changes

ID

Action

Old value

New value

Description

appt.first_manual_operation_user_name New field added - First Manual Operation  (User name) Name of the user performing the first manual reschedule/move/reorder operation after an automatic one.
appt.first_manual_operation_user_login New field added - First Manual Operation (User login) Login of the user performing the first manual reschedule/move/reorder operation after an automatic one.
appt.eta_end_time New field added - Start - End Real start time - end time for the activity
end_time New field added - End Estimated or real end time of activity. Calculated as ETA (Start time)+activity duration.
activity_workskills New field added - Activity Work Skills List of ID for Work Skills and Work Skill Groups for  the activity
activity_capacity_categories New field added - Capacity Categories List of ID for Capacity Categories for  the activity
position_in_route New field added - Activity order Order (sequence number) of the activity in the route for specified date

Custom properties

Custom activity and resource properties (except file properties)  can be configured and extracted for the "Activity Fields" data set. File properties are extracted according to configuration defined in the "Property File Fields"  data set.

Custom properties of the following types can be configured:

Type

Configurable

String Yes
Integer Yes
Enumeration Yes
File No

ACTIVITY LINK FIELDS

List of fields which can be configured in 17.8

List of Activity Link fields

  Field

Label

Description

Capacity Bucket provider.pcapacity_bucket ID of capacity bucket for the resource.
Date format (Resource) provider.pdate_fid ID of date format for the resource
Email address provider.email Email address for the resource
First Activity: Date from_queue.date Date of the route for which the first linked activity is assigned to.
First Activity: ID from_appt.aid ID of the first linked activity.
 First Activity: Route ID from_queue.qid ID of the route for which the first linked activity is assigned to.
Initial Ratio for Activity Duration provider.pinitial_ratio Initial ratio for activity duration for the resource the activity belongs to.
Message Language provider.planguage Language for the resource.
Organization provider.organization_id ID of organization for the resource
Resource External ID provider.external_id External system identifier for the resource
Resource ID provider.pid Unique internal identifier of the resource.
Resource Name provider.pname Name (text identifier) of the resource
Resource Parent provider.parent ID of parent resource for the resource
Resource Phone provider.pphone Phone number of the resource
Resource status provider.pactive Resource status (active or inactive).
Resource type provider.ptype Resource type ID for the resource
Routing profile provider.p_rprid ID of routing plan assigned to the resource
Time Zone (Resource) provider.time_zone ID of time zone assigned to the resource
Time format (Resource) provider.ptime_fid ID of time format for the resource
 Second Activity: Date to_queue.date Date of the route for which the second linked activity is assigned to.
 Second Activity: ID to_appt.aid ID of the second linked activity.
Second Activity: Link label appt_link_type.regular_label Label for the activity link related to the 1st activity
 Second Activity: Route ID to_queue.qid ID of the route for which the second linked activity is assigned to.
Working days to start impacting duration estimations provider.skip_days_for_stats Integer number of days which must be skipped for natural learning statistics

Changes

ID

Action

Old value

New value

Description

appt_link_type.sequence Name changed Sequence Link Type Type of activity linking: "finish-to-start","start-to-start","simultaneous" or not specified relation
appt_link_type.type_id Name changed Link ID Link ID ID of activity link type
appt_link_type.reverse_label New field added - First Activity: Link label Label for the activity link related to the 2d activity
appt_link_type.min_interval_value Name changed Min Min interval: Value Minimum interval, value in minutes
appt_link_type.min_interval New field added - Min interval: Type Type of minimum interval: "adjustable", "non-adjustable" or not specified (unlimited)
appt_link_type.max_interval_value Name changed Max Max interval: Value Maximum interval, value in minutes
appt_link_type.max_interval New field added - Max interval: Type Type of maximum interval: "adjustable", "non-adjustable" or not specified (unlimited)
appt_link_type.scheduling Name changed Sequencing Scheduling Scheduling constraints for the activity link: "the same day", "different days" or not specified
appt_link_type.assignment Name changed Assignment Assignment Resource assigning constraints for the activity link: "the same resource", "different resources" or not specified

Custom properties

Are not supported for this data set.

ACTIVITY WORK SKILL FIELDS

List of fields which can be configured in 17.8

List of Activity Work Skill fields

 Field

Label

Description

Activity ID appt_work_skill.aid Unique internal identifier of the activity to which the work skill was assigned
Activity Work Skill ID appt_work_skill.work_skill_id Identifier of the work skill defined for the activity
Work Skill Preferable Level appt_work_skill.preferable_level Preferable level of the skill for the activity
Work Skill Required Level appt_work_skill.required_level Required level of the skill for the activity

Changes

No changes.

Custom properties

Are not supported for this data set.

GPS TRACK FIELDS

NOTE: The functionality was changed in 17.8

List of fields which can be configured in 17.8

List of GPS Track fields

  Field

Label

Description

Activity ID gps_tracks.aid The ID of the activity started at the moment of the data collection or if there were no started activities at the moment of the next activity in the resource' route
Distance gps_tracks.distance Distance from the resource's location to the activity
Idle Time gps_tracks.idle Number of seconds the resource spent in the point.
Latitude gps_tracks.latitude The Y coordinate of the position.
Longitude gps_tracks.longitude The X coordinate of the position.
Resource External ID provider.external_id External identifier for the resource
Status gps_tracks.status Location status.
Time gps_tracks.time Timestamp received along with the GPS data.
Track Route ID gps_tracks.queue_id The ID of the route for which the geolocation data has been received.

Changes

No changes.

Custom properties

Are not supported for this data set.

INVENTORY FIELDS

List of fields which can be configured in 17.8

List of Inventory Fields

Field

Label

Description

Activity ID inventory.inv_aid Unique internal identifier of the activity, to which the inventory item is assigned.
Changed Inventory ID inventory.inv_change_invid Unique internal identifier of the inventory, to which the current inventory exchanged with.
Inventory ID inventory.invid Unique internal identifier of the inventory item.
Inventory Pool inventory.invpool Pool to which the inventory item belongs.
Inventory Properties inventory.properties List of all custom inventory properties with values
Inventory Type inventory.invtype Type of the inventory item; one of customer specific values.
Quantity inventory.quantity Quantity of non-serialized inventory
Resource ID inventory.inv_pid Unique internal identifier of the resource, to which the inventory item is assigned.
Serial Number inventory.invsn Serial number of the inventory item.

Changes

No changes for this data set.

Custom properties

Inventory custom properties (except file properties)  can be configured and extracted for the "Inventory Fields" data set. File properties are extracted according to  configuration defined in the "Property File Fields"  data set.

Custom properties of the following types can be configured:

Type

Configurable

String Yes
Integer Yes
Enumeration Yes
File No

MESSAGE FIELDS

List of fields which can be configured in 17.8

List of Message Fields

 Field

Label

Description

Access Schedule appt.access_schedule Formatted string. Contains schedule of access hours for the place where activity should be done.
Account Number appt.customer_number String with name of customer account in external system
Activity Features appt.afeatures Bitmask field that defines active features for this activity. This value is copied from  selected activity type
 Message Activity ID message_log.mq_aid Unique internal identifier of the activity for which  the message was created.
Activity ID appt.aid Unique numerical identifier of the activity
Activity Location ID appt.a_locationid Activity location ID
Activity Properties appt.properties List of all custom activity properties with their values
Activity Time of Assignment appt.atime_of_assignment Date/Time when the last move/reschedule/assign to resource operation was performed for the activity.
Activity Time of Booking appt.atime_of_booking Date/time when the activity was booked.
Activity Traveling Time appt.continuous_traveling_time Travel time between activities/locations with addresses/coordinates
Activity Type appt.atype Primary type of the activity (prework, reopened, regular...)
Activity Update Flag appt.aupdate_flags Bitmask field. Displays bit flags after updating the activity.
Activity Work Type appt.aworktype Business type of activity, (like "Lunch" etc.)
Activity Work Zone appt.aworkzone Work zone which is defined  for the activity
Activity status appt.astatus Status of the activity
Auto-routed to Date appt.auto_routed_to_date The date the activity was scheduled for during the latest Routing run.
Auto-routed to Resource appt.auto_routed_to_provider_id ID of resource the activity was assigned to during the latest Routing run.
Auto-routed to Resource (Name) appt.auto_routed_to_provider_name Name of resource the activity was assigned to during the latest Routing run.
City appt.ccity City name, part of Customer address
Coordinate X appt.acoord_x X coordinate received from geocoding module for the activity

Coordinate Y

appt.acoord_y Y coordinate received from geocoding module for the activity
Coordinate accuracy appt.acoord_accuracy Accuracy level of coordinates for  the activity
Coordinate status appt.acoord_status Coordinate status for the activity
Customer Email appt.cemail Email of the customer for whom the activity is provided.
Customer Language appt.clanguage Message language of the customer for whom the activity is provided.
Customer Name appt.cname Name of the customer for whom the activity is provided.
Customer Phone appt.cphone Phone number of the customer for whom the activity is provided.
Customer Time Zone appt.c_zid Time Zone ID of the customer for whom the activity is provided.
Delivery Window End appt.delivery_window_end End time for activity Delivery Window
Delivery Window start appt.delivery_window_start Start time for activity Delivery Window
Delivery address appt.caddress Customer address (except City, Zip/Postal code, State)
Duration appt.length Activity  length in minutes. Filled when activity is finished. Value =  end time - start time.
Estimated time of arrival appt.ETA ETA date/time. Can be empty for Regular and Reopen activities if status is Pending or Suspended. For Started and Ended - time when activity is started. For Canceled can be empty or set, if set - it is time when provider started an activity before it was Canceled
First Manual Operation appt.first_manual_operation The name of the first manual reschedule/move/reorder operation performed after an automatic one.
First Manual Operation (Interface) appt.first_manual_operation_interface The interface the first manual reschedule/move/reorder operation was performed from after an automatic one.
First Manual Operation (User ID) appt.first_manual_operation_user_id ID of the user who performed the first manual reschedule/move/reorder operation after an automatic one.
Free-Format Message Notes message_log.mqdata Notes for the message (for example filled by the external message system)
Local Time of Message Sending message_log.mqsent_local Date/time when the message was sent to customer (Local time zone)
Master Activity ID appt.amaster_aid ID of main activity for prework, reassigned and reopened activities
Message Address message_log.mqaddress Message notification address.
Message External ID message_log.mqexternalid Identifier of the message in the external system
Message ID message_log.mqid Internal unique  identifier of the message,
 Message Route ID message_log.mq_qid Internal unique identifier of the route for which  the message was created.
Message Recipient message_step.msrecipient Recipient of the message.
Message Scenario ID message_flow.mfid Unique internal identifier of the message scenario
Message Scenario Name message_flow.mfname Name of the message scenario.
 Message Scenario Step: Duration message_log.mqduration Time spent on message sending until receiving the final message status for the message scenario step.
Message Scenario Step: ID message_log.mq_msid Internal unique identifier of the message scenario.
Message Scenario Step: Name message_step.msname Name of the scenario step
Message Scenario Step: Type message_step.mstype Type of the message scenario step ("start" or "inner")
Message Sending Method message_log.mqmethod Method of notification
Start of Message Sending Interval message_log.mqsendfrom Planned start date/time of message sending range (UTC)
End of Message Sending Interval message_log.mqsendto Planned end date/time of message sending range (UTC)
Message Sending Result message_log.mqstatus Final status of the message
 Description of Message Sending Result message_log.mqdesc Description, complementing the message final status
 Message Step Purpose message_step.msfunction Message step type: "PAS" (survey message) or "regular" (regular message)
Mobile Phone appt.ccell Mobile phone number of the customer for whom the activity is provided.
Launch Condition Name message_log.mqtrigger Message launch condition
Points appt.apoints Number of points that represent efforts required to perform the activity.
Postal Code appt.czip ZIP/Postal code of customer for whom the activity is provided.
Reminder appt.cmessagetime Number of minutes before Delivery Window/ETA when reminder notification is sent.
Reported End Time of Activity Delivery appt.ctime_delivered_end End date/time of activity which is delivered to the customer.
 Start Time of Activity Reported in Message message_log.mqtime_delivered_start Start date/time of activity which is delivered to the customer  with the message.
Reported Start Time of Activity Delivery appt.ctime_delivered_start Start date/time of activity which is delivered to the customer.
SLA End appt.sla_window_end End date and time of Service Level Agreement
SLA Start appt.sla_window_start Start date and time of Service Level Agreement
Service Window End appt.service_window_end End time of Service Window
Service Window Start appt.service_window_start Start time of Service Window
State appt.cstate State (Geographic area) of the customer for whom the activity is provided.
Teamwork ID appt.a_teamid ID of team for teamwork activities
Template ID appt.a_templateid ID of activity template for mass/repeating activities
Time Slot ID appt.a_tsid ID of Time Slot assigned to the activity
Time of Message Sending message_log.mqsent Date/time when the message was sent to recipient (UTC)
Travel estimation method appt.travel_estimation_method Method that was used to make current traveling time estimation.Applicable for the activity.
Travel time adjustment: ID of previous activity appt.travel_from_aid ID of previous activity adjustment is entered for. Applicable for the activity.
Traveling Time appt.travel Time of travel from a previous activity/location.
Visit ID appt.a_visitid ID of Visit  for the activity.
Work Order appt.appt_number Identifier of the activity (string, value of field "Work Order")

Changes

ID

Action

Old value

New value

Description

message_log.mq_uid New field added - Message User ID Internal unique identifier of the user who sent the message.
appt.access_hours New field added - Access Hours Formatted string. Contains set of hours the activity is accessible at the day it is scheduled for (including overnight)
appt.country_code New field added - Country Country code for the activity
appt.cdaybefore_flag New field added - Day before Value of custom property "Day before". Present in the Initial DB, but may be removed. Flag indicates if 'Day Before' Notification should be used.
provider.planguage New field added - Message Language Language of the resource.
appt.first_manual_operation_user_name New field added - FirstManual Operation  (User name) Name of the user performing the first manual reschedule/move/reorder operation after an automatic one.
appt.first_manual_operation_user_login New field added - FirstManual Operation (User login) Login of the user performing the first manual reschedule/move/reorder operation after an automatic one.
appt.eta_end_time New field added - Start - End Real start time - end time for the activity
appt.end_time New field added - End Estimated or real end time of activity. Calculated as ETA (Start time)+activity duration.
appt.activity_workskills New field added - Activity Work Skills List of ID for Work Skills and Work Skill Groups for  the activity
appt.activity_capacity_categories New field added - Capacity Categories List of ID for Capacity Categories for  the activity
message_log.mq_pid New field added - Resource ID Unique internal identifier of the resource for which  the message was created.
message_log.mq_srid New field added - Service Request ID Unique internal identifier of the service request for which  the message was created.

Custom properties

Custom activity  properties (except file properties)  can be configured and extracted for the "Message Fields" data set. File properties are extracted according to configuration defined in the "Property File Fields"  data set.

Custom properties of the following types can be configured:

Type

Configurable

String Yes
Integer Yes
Enumeration Yes
File No

MESSAGE TEXT FIELDS

List of fields which can be configured in 17.8

List of Message Text fields

 Field

Label

Description

 Message Body message_content.mcbody Body (content) of the message
Message ID message_content.mc_mqid Unique internal identifier of the message.
Message Subject message_content.mcsubject Subject of the message.

Changes

No changes.

Custom properties

Are not supported for this data set.

PAS ANSWER FIELDS

List of fields which can be configured in 17.8

List of PAS Answer fields

  Field

Label

Description

Message ID survey_take.mqid Identifier of the message with which the question is asked.
PAS Question ID survey_result.question_id Identifier of the question, to which the answer is given.
ID translation.tid Identifier of the answer which is selected for the question
PAS Question Language translation.t_lid Identifier of language for the PAS question.
PAS Question Number survey_question.qorder Number of the question, to which the answer is given
Text translation.ttext PAS answer name.
PAS-Related Activity Date survey_result.date Date and time of the activity on which the questions were asked.
PAS-Related Activity ID survey_take.aid Identifier of the activity at which the answer is given.

Changes

No changes.

Custom properties

Are not supported for this data set.

PAS QUESTION FIELDS

List of fields which can be configured in 17.8

List of PAS Question Fields

  Field

Label

Description

 ID translation.tid Identifier of the question
PAS Question Language translation.t_lid Identifier of language for the PAS question.
Text translation.ttext Text of the question

Changes

No changes.

Custom properties

Are not supported for this data set.

PROPERTY FIELDS

List of fields which can be configured in 17.8

List of Property fields

 Field

Label

Description

Entity Type to Which Property Refers property_desc.pdentity Integer value that corresponds to the type of entity to which the property belongs to.
 ID property_desc.propertyid Unique internal identifier of the property in the system
Property ID property_name.pn_propertyid Unique internal identifier that corresponds to the property identifier
Property Label property_desc.pdlabel Unique external identifier of the property
Property Language property_name.pn_lid Integer that corresponds to the language defined for the property name.
Property Name property_name.pntext Name of the property
Text Entry Identifier property_name.pnindex Internal property name identifier (0-property name, -1 = property hint, other integer of string value - identifier of enumeration value)

Changes

No changes for this data set.

Custom properties

Custom activity, inventory, resource, user and service request properties (except file properties)  can be configured and extracted for the "Property fields" data set. File properties are extracted according to configuration defined in the "Property File Fields"  data set.

Custom properties of the following types can be configured:

Type

Configurable

String

Yes

Integer

Yes

Enumeration

Yes

File No

PROPERTY FILE FIELDS

List of fields which can be configured in 17.8

List of Property File fields

  Field

Label

Description

 File Property property_file.property_file If configured - file properties  available in the system by the end of the extraction period can be stored.

Changes

From now it's possible to configure specific set of file properties for the "Property File Fields" data set. Only those properties that are configured on the "Daily extract" screen in Manage will be extracted by the end of extraction period.

If the "File property" field is configured on the screen all product file fields and custom file properties available in the system will be automatically added to the daily extraction regardless of what's else is configured for the "Property File Fields" data set.

Custom properties

Any custom file property (except inventory file properties) can be configured and extracted for the "Property File Fields" data set.

PROPERTY LOOKUP FIELDS

List of fields which can be configured in 17.8

List of Property Lookup fields

 Field

Label

Description

Property ID property_name.pn_propertyid Unique internal identifier of the property in the system
Property Language property_name.pn_lid Integer that corresponds to the language defined for the property name.
Property Name property_name.pntext Name of the property
Text Entry Identifier property_name.pnindex Internal property name identifier (0-property name, -1 = property hint, other integer of string value - identifier of enumeration value)

Changes

No changes.

Custom properties

Custom activity, inventory, resource, user and service request lookup properties (except file properties)  which is available by the end of the extraction period can be processed. File properties are extracted according to  configuration defined in the "Property File Fields"  data set.

Custom properties of the following types can be configured:

 Type

Configurable

String Yes
Integer Yes
Enumeration Yes
File No

RESOURCE FIELDS

List of fields which can be configured in 17.8

List of resource fields

 Field

Label

Description

Capacity Bucket provider.pcapacity_bucket ID of capacity bucket for the resource.
Child Resource ID provider_children.child_id ID of subordinated (child) resource (from resource tree)
Date format (Resource) provider.pdate_fid ID of date format for the resource
Email address provider.email Email address for the resource
Initial Ratio for Activity Duration provider.pinitial_ratio Initial ratio for activity duration for the resource the activity belongs to.
Message Language provider.planguage Language for the resource.
Organization provider.organization_id ID of organization for the resource
Parent Resource ID provider_children.parent_id ID of parent resource for the resource (from resource tree)
Resource External ID provider.external_id External system identifier for the resource
Resource ID provider.pid Unique internal identifier of the resource.
Resource Name provider.pname Name (text identifier) of the resource
Resource Owner Name provider_owner.pname Parent resource name for the resource
Resource Parent provider.parent ID of parent resource for the resource
Resource Phone provider.pphone Phone number of the resource
Resource status provider.pactive Resource status (active or inactive).
Resource type provider.ptype Resource type ID for the resource
Routing profile provider.p_rprid ID of routing plan assigned to the resource
Subordination Level provider_children.distance Depth of parent-child resource relations (from resource tree)
Time Zone (Resource) provider.time_zone ID of time zone assigned to the resource
Time format (Resource) provider.ptime_fid ID of time format for the resource
Working days to start impacting duration estimations provider.skip_days_for_stats Integer number of days which must be skipped for natural learning statistics

Changes

No changes.

CUSTOM PROPERTIES

Resource custom properties (except file properties)  can be configured and extracted fo the "Property fields" data set. File properties are extracted according to configuration defined in the "Property File Fields"  data set.

Custom properties of the following types can be configured:

Type

Configurable

String Yes
Integer Yes
Enumeration Yes
File No

RESOURCE LOCATION FIELDS

List of fields which can be configured 17.8

List of resource Location fields

 Field

Label

Description

Latitude location.lcoord_y Geographic coordinate Y resolved for the location
Location Address location.laddress Address resolved for the location
Location City location.lcity City resolved for the location
Location Label location.llabel Label of the location which is assigned to the resource
Location Postal Code location.lzip ZIP/Postal code resolved for the location
Location State location.lstate State/Area resolved for the location
Location Type provider_location.pltype Type of the location which is assigned to the resource
Location by days provider_location.plweekdays Days of the week on which the location is assigned to the resource
Longitude location.lcoord_x Geographic coordinate X resolved for the location
Resource ID provider_location.pl_pid Identifier of the resource to which the location is assigned,

Changes

ID

Action

Old value

New value

Description

location.lid New field added - Location ID Internal identifier for the location
provider.external_id New field added - Resource External ID External identifier for resource with the  location

Custom properties

Are not supported for this data set.

RESOURCE PROPERTY FIELDS

List of fields which can be configured in 17.8

List of Resource Property fields

  Field

Label

Description

Capacity Bucket provider.pcapacity_bucket ID of capacity bucket for the resource.
Date format (Resource) provider.pdate_fid ID of date format for the resource
Email address provider.email Email address for the resource
Initial Ratio for Activity Duration provider.pinitial_ratio Initial ratio for activity duration for the resource the activity belongs to.
Message Language provider.planguage Language for the resource.
Organization provider.organization_id ID of organization for the resource
Resource External ID provider.external_id External system identifier for the resource
Resource ID provider.pid Unique internal identifier of the resource.
Resource Name provider.pname Name (text identifier) of the resource
Resource Parent provider.parent ID of parent resource for the resource
Resource Phone provider.pphone Phone number of the resource
Resource status provider.pactive Resource status (active or inactive).
Resource type provider.ptype Resource type ID for the resource
Routing profile provider.p_rprid ID of routing plan assigned to the resource
Time Zone (Resource) provider.time_zone ID of time zone assigned to the resource
Time format (Resource) provider.ptime_fid ID of time format for the resource
Working days to start impacting duration estimations provider.skip_days_for_stats Integer number of days which must be skipped for natural learning statistics

Changes

No changes.

Custom properties

Resource custom properties (except file properties)  can be configured and extracted fo the "Property fields" data set. File properties are extracted according to configuration defined in the "Property File Fields"  data set.

Custom properties of the following types can be configured:

Type

Configurable

String Yes
Integer Yes
Enumeration Yes
File No

RESOURCE WORK SKILL FIELDS

List of fields which can be configured in 17.8

List of Resource Work Skill fields

 Field

Label

Description

Resource ID provider_work_skill.provider_id Unique internal identifier of the resource to which the work skill was assigned
Resource Work Skill: Start Date provider_work_skill.start_date Work skill for resource is active starting from this date.
Resource Work Skill: ID provider_work_skill.work_skill_id Identifier of the work skill defined for the activity
Resource Work Skill: Level provider_work_skill.ratio The level of resource experience for the Work Skill
Resource Work Skill: End Date provider_work_skill.end_date Work skill for resource is expired after this date.

Changes

No changes for this data set.

Custom properties

Are not supported for this data set.

ROUTE FIELDS

List of fields which can be configured in 17.8

List of route (queue) fields

  Field

Label

Description

Capacity Bucket provider.pcapacity_bucket ID of capacity bucket for the resource for whom the route is assigned.
Date format (Resource) provider.pdate_fid ID of date format for the resource for whom the route is assigned.
Email address provider.email Email address for the resource for whom the route is assigned.
Initial Ratio for Activity Duration provider.pinitial_ratio Initial ratio for activity duration for the resource the route is assigned to.
Message Language provider.planguage Language for the resource for whom the route is assigned.
Organization provider.organization_id ID of organization for the resource for whom the route is assigned.
Resource External ID provider.external_id External system identifier for the resource for whom the route is assigned.
Resource ID provider.pid Unique internal identifier of the resource for whom the route is assigned.
Resource Name provider.pname Name (text identifier) of the resource for whom the route is assigned.
Resource Parent provider.parent ID of parent resource for the resource for whom the route is assigned.
Resource Phone provider.pphone Phone number of the resource for whom the route is assigned.
Resource Properties provider.properties List of all custom resource properties with their values
Resource Time Zone

time_zone.name

Standard Oracle Time zone name
Resource Time Zone Name time_zone.zoneinfo_name Standard IANA Time zone name
Resource status provider.pactive Resource status (active or inactive) for whom the route is assigned.
Resource type provider.ptype Resource type ID for the resource for whom the route is assigned.
Route Activation Time queue.activated Date and time of route activation
Route Date queue.date Date of the route
Route Deactivation Time queue.deactivated Date and time of route deactivation.
Route ID queue.qid Unique internal identifier of the route.
Route Reactivation Time queue.reactivated Date and time of route reactivation.
Routing profile provider.p_rprid ID of routing plan assigned to the resource for whom the route is assigned.
Time Zone (Resource) provider.time_zone ID of time zone assigned to the resource for whom the route is assigned.
Time format (Resource) provider.ptime_fid ID of time format for the resource for whom the route is assigned.
Travel estimation method (final location) queue.final_travel_estimation_method Method that was used to make current traveling time estimation. Applicable for the final location.
Travel time adjustment: ID of previous activity (final location) queue.final_travel_from_aid ID of previous activity adjustment is entered for. Applicable for the final location.
Traveling time (final location) queue.final_travel Travel to the final location of resource for whom the route is assigned.
Working Day End queue.calendar_time_to End of working day (Date and time) for the resource for whom the route is assigned.
Working Day Start queue.calendar_time_from Start of working day (Date and time) for the resource for whom the route is assigned.
Working days to start impacting duration estimations provider.skip_days_for_stats Integer number of days which must be skipped for natural learning statistics

Changes

No changes for this data set.

Custom properties

Are not supported for this data set.

SERVICE REQUEST FIELDS

List of fields which can be configured in 17.8

List of Service request fields

Field 

Label

Description

Activity ID support_request.sr_aid Unique internal identifier of the activity to which the service request was assigned
Created support_request.srcreated Date and time when the service request was created.
Inventory ID support_request.sr_invid Unique internal identifier of the inventory to which the service request was assigned
Resource ID support_request.sr_pid Unique internal identifier of the resource to which the service request was assigned
Service Request Date support_request.srdate Date of the service request.
Service Request ID support_request.srid Unique internal identifier of the service request
Service Request Properties support_request.properties List of custom service request properties with values.
Service Request Type support_request.srtype Type of service request
User ID support_request.sr_uid Unique internal identifier of the user who initiated the service request

Changes

No changes for this data set.

Custom properties

Service request custom properties (except file properties)  can be configured and extracted fo the "Property fields" data set. File properties are extracted according to configuration defined in the "Property File Fields"  data set.

Custom properties of the following types can be configured:

Type

Configurable

String Yes
Integer Yes
Enumeration Yes
File No

TIME SLOT FIELDS

List of fields which can be configured in 17.8

List of Time Slot fields

  Field

Label

Description

Time Slot End time_slot.tstime_to Time, at which the times slot ends
Time Slot ID time_slot.tsid Unique internal identifier of the time slot
Time Slot Label time_slot.tslabel Unique label of the time slot
Time Slot Name time_slot.tsname Name of the time slot
Time Slot Start time_slot.tstime_from Time, at which the times slot starts
Time Slot Status time_slot.tsstatus Time slot status

Changes

No changes.

Custom properties

Are not supported for this data set.

TYPE LIST FIELDS

List of fields which can be configured in 17.8

List of Type Fields

 Field

Label

Description

Activity Type Group ID activity_type.group_id Unique internal identifier of Activity Group
Lookup Type lookup.llookup_type Internal name of the lookup type
Text translation.ttext Name of the type
Type ID lookup.lid Unique internal identifier of the type
Type Label lookup.llabel Unique label of the type
Type Language language.lcode 2-letter language code of the type

Changes

ID

Action

Old value

New value

Description

- Add new type - type= user Company User Types  - added and can be processed as all other types

Custom properties

Are not supported for this data set

USER LIST FIELDS

List of fields which can be configured in 17.8

List of User fields

 Field

Label

Description

End of blocking security_user.login_blocked_to User login is blocked until the specified date and time.
Capacity Bucket provider.pcapacity_bucket ID of capacity bucket for the resource for which the user is assigned to.
Date format (Resource) provider.pdate_fid ID of date format for the resource for which the user is assigned to.
Date format (User) security_user.sudate_fid ID of date format for the user.
Email address provider.email Email address for the resource for which the user is assigned to.
Failed login attempts security_user.login_attempts Number of consecutive login attempts for the user.
Initial Ratio for Activity Duration provider.pinitial_ratio Initial ratio for activity duration for the resource for which the user is assigned to.
Last login security_user.last_login Date and time when the user last logged in.
Last password change security_user.last_password_change Date and time when the user has changed the password last time
Long Date Format security_user.sulong_date_fid ID of full date format (with weekday) for the resource for which the user is assigned to.
Message Language provider.planguage Language for the resource for which the user is assigned to.
Name security_user.uname Name of the user.
Registered security_user.sucreated Date and time when the user was created.
Resource External ID provider.external_id External system identifier for the resource for which the user is assigned to.
Resource ID provider.pid Unique internal identifier of the resource for which the user is assigned to.
Resource Name provider.pname Name (text identifier) of the resource for which the user is assigned to.
Resource Parent provider.parent ID of parent resource for the resource for which the user is assigned to.
Resource Phone provider.pphone Phone number of the resource for which the user is assigned to.
Resource Start Time provider.time_from Working time start for the resource for which the user is assigned to.
Resource End Time provider.time_to Working time end for the resource for which the user is assigned to.
Resource Time Zone time_zone.name Standard Oracle Time zone name
Resource Time Zone Name time_zone.zoneinfo_name Standard IANA Time zone name
Resource status provider.pactive Status of the resource for which the user is assigned to.
Resource type provider.ptype Type of the resource for which the user is assigned to.
Routing profile provider.p_rprid ID of routing plan assigned to the resource for which the user is assigned to.
Status security_user.sustatus Status of the user (active, inactive or deleted)
Time Zone (Resource) provider.time_zone ID of time zone assigned to the resource for which the user is assigned to.
Time Zone (User) security_user.su_zid ID of time zone assigned to the user.
Time format (Resource) provider.ptime_fid ID of time format for the resource for which the user is assigned to.
Time format (User) security_user.sutime_fid ID of time format for the user.
Updated security_user.suupdated Date and time when the user was updated last time.
User ID security_user.uid Unique user ID
User Language security_user.ulanguage User's language
User Login security_user.ulogin User's login
User Type Comment user_type.comment Description of User Type for which the user is assigned to.
User Type ID user_type.type_id ID of User Type for which the user is assigned to.
User Type Label user_type.label Label of User Type for which the user is assigned to.
User Type Status user_type.status Status of User Type for which the user is assigned to
Week Start security_user.suweek_start Starting day of the week for the user
Working days to start impacting duration estimations provider.skip_days_for_stats Integer number of days which must be skipped for natural learning statistics

Custom properties

User custom properties (except file properties)  can be configured and extracted fo the "Property fields" data set. File properties are extracted according to configuration defined in the "Property File Fields"  data set.

Custom properties of the following types can be configured:

Type

Configurable

String Yes
Integer Yes
Enumeration Yes
File No

Changes

ID

Action

Old value

New value

Description

main_resource_id New field added - Main Resource ID of Main resource assigned to the user

USER-RESOURCE RELATION FIELDS

List of fields which can be configured in 17.8

List of User-Resource Relations

 Field 

Label

Description

 Blocked To security_user.login_blocked_to User login is blocked until the specified date and time.
Capacity Bucket provider.pcapacity_bucket ID of capacity bucket for the resource for which the user is assigned to.
Date format (Resource) provider.pdate_fid ID of date format for the resource for which the user is assigned to.
Date format (User) security_user.sudate_fid ID of date format for the user.
Email address provider.email Email address for the resource for which the user is assigned to.
Failed login attempts security_user.login_attempts Number of consecutive login attempts for the user.
Initial Ratio for Activity Duration provider.pinitial_ratio Initial ratio for activity duration for the resource for which the user is assigned to.
Last login security_user.last_login Date and time when the user last logged in.
Last password change security_user.last_password_change Date and time when the user has changed the password last time
Long Date Format security_user.sulong_date_fid ID of full date format (with weekday) for the resource for which the user is assigned to.
Message Language provider.planguage Language for the resource for which the user is assigned to.
Name security_user.uname Name of the user.
Registered security_user.sucreated Date and time when the user was created.
Resource External ID provider.external_id External system identifier for the resource for which the user is assigned to.
Resource ID provider.pid Unique internal identifier of the resource for which the user is assigned to.
Resource Name provider.pname Name (text identifier) of the resource for which the user is assigned to.
Resource Parent provider.parent ID of parent resource for the resource for which the user is assigned to.
Resource Phone provider.pphone Phone number of the resource for which the user is assigned to.
Resource status provider.pactive Status of the resource for which the user is assigned to.
Resource type provider.ptype Type of the resource for which the user is assigned to.
Routing profile provider.p_rprid ID of routing plan assigned to the resource for which the user is assigned to.
Status security_user.sustatus Status of the user (active, inactive or deleted)
Time Zone (Resource) provider.time_zone ID of time zone assigned to the resource for which the user is assigned to.
Time Zone (User) security_user.su_zid ID of time zone assigned to the user.
Time format (Resource) provider.ptime_fid ID of time format for the resource for which the user is assigned to.
Time format (User) security_user.sutime_fid ID of time format for the user.
Updated security_user.suupdated Date and time when the user was updated last time.
User ID security_user.uid Unique user ID
User Language security_user.ulanguage User's language
User Login security_user.ulogin User's login
Week Start security_user.suweek_start Starting day of the week for the user
Working days to start impacting duration estimations provider.skip_days_for_stats Integer number of days which must be skipped for natural learning statistics

Changes

ID

Action

Old value

New value

Description

main_resource_id New field added - Main Resource ID of Main resource assigned to the user

Custom properties

Custom user properties (except file properties)  can be configured and extracted fo the "Property fields" data set. File properties are extracted according to configuration defined in the "Property File Fields"  data set.

Custom properties of the following types can be configured:

Type

Configurable

File No
String Yes
Integer Yes
Enumeration Yes

Steps to Enable

Users should validate their Daily extract integration against their updates to fields and make any necessary adjustments.

Key Resources

Real-Time Data Integration with BICS & DBaaS

With the February 2018 (18A) release you can create new channels for Oracle Business Intelligence Cloud Services (BICS) and Oracle Database as a Service (DBaaS) that allow data transfer in real time. The feature is available on the Configuration page and it also introduces a new Outbound integration menu on the Configuration page. Be sure to check out the Real Time Data Integration Release Training video to find out more about this feature. Once the video loads click the section on the navigation menu to jump to that section.

The Outbound integration channels is a new configuration page that will act as a single page to configure and view all outbound delivery channels in Oracle Field Service Cloud. This page contains a summary view of outbound delivery channels such as Daily extract, BICS, and DBaaS. User can create new channels for BICS and DBaaS from the UI. The Daily extract option will be available by default on this page.

NOTE: The daily extract option will not be available on the Configuration page. Users have to navigate inside Outbound integration to access daily extraction configurations. 

After you add a new outbound channel, you can:

Data will be transferred to BICS/ DBaaS when events corresponding to that entity is triggered in the system. Here are the configurations statutes:

Configuration Status

User Interface Mockup

UI Behavior

User Action

User created a new channel

User created a new channel icon

  • BICS/ DBaaS Icon will be in enabled state
  • Message is in grey color
  • UI will have a message - No tables configured indicating the user to configure entity/tables he would like to create in BICS / DBaaS instances.
  •  User can use this icon to edit the channel details configured.

User required to configure entity/Tables

Entities/ Tables Configured, But Daily Job/ Real Time is not started

Entities/ Tables Configured icon

  • BICS/ DbaaS Icon in enabled state
  • Message is in grey color
  • UI will have a message - Data transfer has not been started indicating the user that tables have been created in the system but data transfer from OFSC to BICS/ DBaaS is not initiated.

N/A

Real-time data transfer will be initiated when the user-configured event is triggered in OFSC.

Daily data transfer will be initiated when the daily job is triggered in OFSC.

Data Migration via Daily or Real-time completed for the selected channel

Data Migration via Daily or Real-time icon

  • Data Transmission Success Rate- This is the  Percentage of successfully transferred data. = (Total.No of events successfully Transferred in Event API + Total.no of successful row migrated in daily) / (Total No.rows in daily + Total.events in real time)
  • Message - indicating last updated time.  All the Monitoring data / information shown in this UI will get reset for every 24 hours.
N/A
Real Time communication Error with the Endpoint

Real-time communication error with the Endpoint icon

  • Icon - Disabled state
  • Error Messages:
    • Scenario: User configured an invalid host Message: "Host unreachable. Please check your credentials". User Action: User has to configure correct host ID.

    • Scenario: Authentication error Message: Authentication Failed. Please check credentials. User Action: User has to configure Correct U.Name / Password

    • Scenario:Authorization error Message: Provided user is not authorized User Action: Access permission have to be configured for the user in BICS/ DBaaS,

    • Scenario: Account Locked Message: Account locked. Please reset your credentials. User Action: User has to reset the BICS/ DBaaS credentials.

User required to do update the channel credentials based on the error message.

Daily Extract Configurations.

This will be available by default to the user.

Daily Extract configurations

  • Icon -Enabled States
  • Messages
    • Last time -Time of the last update
    • Size - Size of the Daily Extract file
    • Status- Status of the daily extraction process  Values - New / Completed / Failed
N/A

Field level information

The fields and their descriptions are as follows:

Item Details

Table Name

Name of the table created in BICS.

Data Transfer

Mode of transfer selected between OFSC - BICS/ DBaaS.

Status

Status of the data transfer Values- New /Completed / In Progress / Failed.

Last time

Last updated time

Rows Updated

No of rows updated in last 24 hours

Rows Skipped

No of rows failed to transfer.

 

Indicating data transfer completed successfully.

 

Data transfer completed. But failed to transfer complete data. The system will retry the transfer of missed data.

All the Monitoring data/information shown in this UI will be reset every 24 hours.

DATA TRANSMISSION TO BICS/ DBAAS

NOTE: Near real time data transmission. Processing and transmission of data depends on the volume of data. We can expect a delay in transferring big volume of data. The data transfer, in this case, will be in near real-time in lieu of real-time.

NOTE: Real-time transfer of Activity, inventory, Activity Link, Resources, Users, and Route entities will be initiated after the daily extraction process. Real-time data transfer of these entities will be initiated only from the next day.

DATA TRANSMISSION - SUPPORTED FIELDS

The following list describes the entities and data transmission methods supported:

Fields 

Daily Once Data Transfer

Real Time Synchronization

Activity Fields
Activity Link Fields
Activity Work Skill Fields  
Chat  
Chat Broadcast Delivery Status  
Chat Message  
Chat Participant  
GPS Track Fields  
Inventory Fields
Message Fields  
Message Text Fields  
PAS Answer Fields  
PAS Question Fields  
Property Fields  
Property Lookup Fields  
Required Inventory  
Resource Fields
Resource Location Fields  
Resource Preference  
Resource Property Fields  
Resource Work Skill Fields  
Route Fields
Service Request Fields
Time Slot Fields  
Type List Fields  
User List Fields
User-Resource Relation Fields  

CHANGES IN DATA TYPE

The following 18A fields have been converted from IDs to  label to unify the real time and daily transfer strategy. As a result, data type of 18A fields have changed. If you have created data models or reports in Oracle Business Intelligence using these fields, you must change the data types in your BICS instance as follows:

Fields

Data Type in release 17.8

Data Type in 18A

Comments

appt.a_tsid

INTEGER

VARCHAR

Time slot internal ID is converted to label

appt.aworktype

INTEGER

VARCHAR

Activity Type internal ID is converted to label

appt.aworkzone

INTEGER

VARCHAR

Activity Work Zone internal ID is  converted to label

appt.c_zid

INTEGER

VARCHAR

Activity Time Zone internal ID is converted to label

appt.clanguage

INTEGER

VARCHAR

Customer Language internal ID is converted to label

appt.first_manual_operation

INTEGER

VARCHAR

First Manual Operation (old value - new value)

 0 - UNDEFINED

1 - ASSIGN

2 - BUCKET_CHANGE

3 - REORDER,

4 - UNSCHEDULE

5 - UNASSIGN

6 - RESCHEDULE

7 - REASSIGN

8 - TECHNICIAN_ASSIGN

9 - TECHNICIAN_BUCKET_CHANGE

10 - TECHNICIAN_UNSCHEDULE

11 - TECHNICIAN_UNASSIGN

12 - TECHNICIAN_RESCHEDULE

13 - TECHNICIAN_REASSIGN

provider.ptype

INTEGER

VARCHAR

Resource Type internal ID is converted to label

provider.time_zone

INTEGER

VARCHAR

Resource Time Zone internal ID is converted to label

inventory.invtype

INTEGER

VARCHAR

Inventory Type internal ID is  converted to label

provider.pactive

INTEGER

VARCHAR

Resource Status (Old value ? new Value)

0/null -> inactive,

1 -> active

security_user.suweek_start

INTEGER

VARCHAR

When the week starts for this user account:

Old Value ? New value

0/null -> sunday

1 -> monday

2 -> tuesday

3 -> wednesday,

4 -> thursday

5 -> friday

6 -> saturday

-1 -> default

provider.planguage

INTEGER

VARCHAR

Provider Language Internal ID is converted to Label

support_request.srtype

INTEGER

VARCHAR

Support Request Type internal ID is converted to Label

appt.delivery_window_start

VARCHAR

DATE

 

appt.service_window_start

VARCHAR

DATE

 

appt.delivery_window_end

VARCHAR

DATE

 

appt.service_window_end

VARCHAR

DATE

 

queue.calendar_time_from

VARCHAR

DATE

 

queue.calendar_time_to

VARCHAR

DATE

 

DATE FORMAT

Oracle Field Service Cloud will only support UTC time format from 18A versions for date/ time fields.

Date Time format

If you have configured date and time with resource time zone, you will have to convert the dates to your required time zones in the report.

FIELDS NOT SUPPORTED FOR OFSC/ BICS DATA TRANSMISSION

NOTE: If you continue to use daily updates the existing fields will remain. If you are switching to real-time updates, the Fields Removed defined in the tables below will not be available.

The following fields will not be available for BICS/ DBaaS transmission:

Fields

Type

appt.travel_estimation_method INTEGER
appt.a_locationid INTEGER
appt.aupdate_flags INTEGER
appt.auto_routed_to_date DATE
appt.auto_routed_to_provider_id INTEGER
appt.auto_routed_to_provider_name STRING
appt.continuous_traveling_time INTEGER
appt.number STRING
appt.first_manual_operation_interface INTEGER
appt.a_visitid INTEGER
appt.access_schedule STRING
appt.acoord_accuracy INTEGER
appt.acoord_status STRING
appt.afeatures INTEGER
appt.a_templateid INTEGER
provider.pcapacity_bucket INTEGER
provider.pdate_fid INTEGER
provider.pinitial_ratio FLOAT
provider.p_rprid INTEGER
provider.ptime_fid INTEGER
provider.skip_days_for_stats INTEGER
queue.final_travel_estimation_method INTEGER
queue.final_travel_from_aid INTEGER
queue.qid INTEGER
time_zone.zoneinfo_name STRING
appt.travel_from_aid INTEGER

Fields

Type

Resource/Route Fields (provider)

provider.email VARCHAR

Resource Fields ( provider ) 

provider.pactive NUMBER

Resource Fields ( provider ) 

provider.parent VARCHAR

Resource Fields ( provider ) 

provider.planguage VARCHAR

Resource Fields ( provider ) 

provider.pname VARCHAR

Resource Fields ( provider ) 

provider.pphone VARCHAR

Resource Fields ( provider ) 

provider.ptype VARCHAR

Resource Fields ( provider ) 

provider.time_zone NUMBER

Resource Fields ( provider ) 

queue.activated DATETIME

Route Fields ( queue ) 

queue.calendar_time_from VARCHAR

Route Fields ( queue ) 

queue.calendar_time_to VARCHAR

Route Fields ( queue ) 

queue.deactivated DATETIME

Route Fields ( queue ) 

queue.final_travel NUMBER

Route Fields ( queue ) 

queue.reactivated DATETIME

Route Fields ( queue ) 

Fields

Type

provider.skip_days_for_stats INTEGER
provider.pcapacity_bucket INTEGER
provider_children.child_id INTEGER
provider_children.distance INTEGER
provider_children.parent_id INTEGER
provider.pdate_fid INTEGER
provider.pinitial_ratio FLOAT
provider.ptime_fid INTEGER
provider.p_rprid INTEGER
provider_owner.pname STRING

Fields

Type

queue.final_travel_estimation_method INTEGER
queue.final_travel_from_aid INTEGER
queue.qid INTEGER
time_zone.zoneinfo_name STRING
provider.p_rprid INTEGER
provider.pdate_fid INTEGER
provider.pinitial_ratio FLOAT
provider.ptime_fid INTEGER
provider.skip_days_for_stats INTEGER
provider.pcapacity_bucket INTEGER

Fields

Type

Resource/Route Fields (provider)

provider.email VARCHAR

Resource Fields ( provider ) 

provider.external_id VARCHAR

Resource Fields ( provider ) 

provider.pactive NUMBER

Resource Fields ( provider ) 

provider.parent VARCHAR

Resource Fields ( provider ) 

provider.pid NUMBER

Resource Fields ( provider ) 

provider.planguage VARCHAR

Resource Fields ( provider ) 

provider.pname VARCHAR

Resource Fields ( provider ) 

provider.pphone VARCHAR

Resource Fields ( provider ) 

provider.ptype VARCHAR

Resource Fields ( provider ) 

provider.time_zone VARCHAR

Resource Fields ( provider ) 

Fields Type
provider.p_rprid INTEGER
provider.ptime_fid INTEGER
provider.pcapacity_bucket INTEGER
provider.pdate_fid INTEGER
provider.pinitial_ratio FLOAT
provider.skip_days_for_stats INTEGER
provider.time_from STRING
provider.time_to STRING
security_user.su_zid INTEGER
security_user.sudate_fid INTEGER
security_user.sulong_date_fid INTEGER
security_user.sutime_fid INTEGER
security_user.uid INTEGER
user_type.type_id INTEGER
time_zone.zoneinfo_name STRING
user_type.comment STRING
user_type.status STRING
Fields Type

Resource/Route Fields (provider)

provider.email VARCHAR

Resource Fields ( provider ) 

provider.external_id VARCHAR

Resource Fields ( provider ) 

provider.pactive NUMBER

Resource Fields ( provider ) 

provider.parent VARCHAR

Resource Fields ( provider ) 

provider.planguage VARCHAR

Resource Fields ( provider ) 

provider.pname VARCHAR

Resource Fields ( provider ) 

provider.pphone VARCHAR

Resource Fields ( provider ) 

provider.ptype VARCHAR

Resource Fields ( provider ) 

Fields Type
from_queue.qid INTEGER
provider.pinitial_ratio FLOAT
to_queue.qid INTEGER
provider.pcapacity_bucket INTEGER
provider.pdate_fid INTEGER
provider.ptime_fid INTEGER
provider.skip_days_for_stats INTEGER
provider.p_rprid INTEGER

Activity Link Fields (appt_link) - Fields removed in Activity Link but available via other entity:

Fields Type

Resource/Route Fields (provider)

provider.pactive NUMBER

Resource Fields ( provider ) 

provider.parent VARCHAR

Resource Fields ( provider ) 

provider.pid NUMBER

Resource Fields ( provider ) 

provider.planguage VARCHAR

Resource Fields ( provider ) 

provider.pname VARCHAR

Resource Fields ( provider ) 

provider.pphone VARCHAR

Resource Fields ( provider ) 

provider.ptype VARCHAR

Resource Fields ( provider ) 

provider.time_zone VARCHAR

Resource Fields ( provider ) 

provider.email VARCHAR

Resource Fields ( provider ) 

provider.external_id VARCHAR

Resource Fields ( provider ) 

IMPORT/EXPORT FUNCTION

The import / export functionality has been improvised in 18A. This function will now perform field level validations and shows errors and warnings while importing file configurations.

  1. Click Import from BICS/ DBaaS/ DailyExtract configurations

Steps to Enable

To create a new outbound channel:

  1. Click Configuration and select Outbound Integration.

Outbound Integration Icon

The Outbound Integration Channels configuration window opens:

Outbound Configuration Page

  1. To create a new channel, click Add.

  2. In the Add Channel dialog, select the Channel Type from the drop-down list.
  1. Add a New entity.

    Users can select a new entity in the configuration - this will create a new table in BICS / DBaaS.

Configuration

Details

Table Name Table name to be created in BICS side.
Entity OFSC fields .List of values, user can select the OFSC fields to be pushed to BICS/ DBaaS .
Data Transfer

List of Values. Once Daily- Data will be transferred to BICS/ DBaaS once in a day. As per daily extraction period configured in the system. Real-time - Data transfer from OFSC to BICS / DBaaS will be in near real time.

  1. Add fields to the entity

Users can select fields to be transferred to BICS/ DBaaS by adding fields into selected BICS / DBaaS entities.

  1. Complete the fields and click OK to add the channel. The newly added outbound channel will now be available in the Outbound Integration page.

After you add a new outbound channel:

Key Resources

ICS Adapter Enhancements

The following objects are exposed in the Oracle Field Service Cloud Adapter for Oracle Integration Cloud Service:

Steps to Enable

Open the Oracle Field Service Cloud ICS Adapter and configure objects you want to use.

Key Resources

Manage

Support of Favorites in Resource Tree

With the 18A release, Core Manage and Mobility users can setup and utilize Favorites in the resource tree. This feature enables quick access to frequently used resources including Buckets, Field Resources, Organization units, Tools, or Vehicles.

Both Core Manage and Mobility interfaces support the Favorite resources option. The favorite resources that a user marks in Core Manage are displayed automatically in Mobility in the Supervisor view. When a user marks a resource as favorite, a star appears next to it. In Core Manage, Favorites is shown as a separate group located at the top of the resource tree. Whereas in Mobility, Favorites is represented as a Group. Further, favorites are saved for a specific user (not a company level configuration). Here are some example screenshots:

Core Manage:

Favorites in Core Manage

Mobility:

Favorites in Mobility

The Favorite resources and the Favorites group have the following characteristics:

FAVORITES IN MOBILITY

When you create the Favorites group in the Core Manage interface, it is automatically created and displayed in Mobility under the Supervisor view. The Favorites group:

Steps to Enable

The Administrator must configure the "Resource hint" screen context in Core Manage for the required User Type with the "Set as favorite" and "Remove from favorites" actions.

To mark a resource as favorite:

  1. In Core Manage, click the resource in the resource tree.
  2. Click Set as favorite in the resource hint. A star appears next to the resource in the resource tree. A group by name Favorites is created at the top of the resource tree, and the favorite resource is added to it.
  3. To remove a favorite resource, click the resource and click Remove from favorites in the resource hint.

Key Resources

Pre-Calculated Travel Statistics

Travel statistics are based on the actual durations reported by field resources. As such, new and existing users expanding into new operating areas will not have actual durations in the application. With this release, the application will use pending activities to derive estimated durations. Using this method improves travel durations at the time of optimizing routes and moving activities.

Oracle Field Service Cloud performs this process once a day:

NOTE: Travel Keys that have existing learned travel are excluded from the estimation process.

After performing the process, the application has additional travel duration data. The next time Routing runs or a user moves an activity, the application uses the pre-calculated travel values.

Calculating probability and sorting Travel Key combinations:

EXAMPLE OF SORTING TRAVEL KEYS:

Consider the following Travel Keys with the corresponding number of activities and travel areas:

Travel Key

Travel area

Number of activities

TK1

TA1

100

TK2

TA1

150

TK3

TA1

200

TK4

TA2

50

In this scenario, the Travel Keys are sorted as follows before being sent to the Location Service:

Steps to Enable

No steps are needed to enable this feature.

Key Resources

Travel Calculation for Non-Travel Activities

Currently, when an activity does not require travel (Activity Type does not have the Calculate travel checkbox selected), the idle time before that activity is considered as travel to the next activity, and requires traveling in the route. This can lead to inaccurate estimation and reporting of travel time. To improve the accuracy of travel time calculation, the way travel time is calculated when a route contains non-travel activities is updated.

The travel between activities can be split into two (or more) pieces by inserting non-travel activities in between. As a result, in Time View, non-travel activities are placed over the travel time for activities that require travel.

Regardless of whether you move an activity manually, assign it directly through API and/or routing, the new way of placing non-travel activities is used. This means that non-travel activities are shown over the travel time on the resource timeline in both Core Manage and Mobility Time views.

Example

When an activity ends at 9:00 and a phone call follows at 9:30 (with a service window at 9:30 that does not require travel is required), if the travel to the next activity needs 1 hour, the behavior will be as follows:

Current behavior

The updated travel behavior with non-travel related activities in 18A will be as follows:

Updated behavior

With release 18A, routing adapts to the ideal scenario where the technician does not wait for 30 minutes for a phone call, instead the technician will start traveling, and when it is time, stop to make a call and continue to travel.

CHANGES IN MANAGE AND MOBILITY

Manage:

Mobility:

Mobility Hint

Steps to Enable

This behavior is available automatically after upgrade for all new activities movement. Existing routes will not be automatically recalculated.

Key Resources

Transfer of Non-Serialized Inventory with Quantity

With the February 2018 (18A) release, you can transfer non-serialized inventory between resources using the Oracle Field Service Collaboration Cloud Service in Oracle Field Service Cloud Manage.

You can perform the following actions:

NOTE: The maximum quantity that can be transferred or received by a user is 2,147,483,647 units.

In case you transfer more inventory than the available quantity, the system is updated with a negative value of available quantity.

Steps to Enable

To transfer non-serialized inventory with quantity:

  1. Log in to the Oracle Field Service Cloud Manage interface.
  2. Navigate to Inventories for a specific resource. The Inventories page of the user displays.
  3. From the Collaboration window, click the Menu icon.
  4. Click Search Contact to locate a user. For example, assume that you want to transfer the inventories to the technician, William. Therefore, locate William in the Search Contact list and select William to open the chat window.
  5. Select the non-serailized inventory that you wish to transfer and drag and drop it to the chat window.
  6. Select the Transfer option in the chat window.
  7. In the Quantity field, enter the quantity to transfer.
  8. Click Send.
  9. The recipient should accept the inventory transfer to complete the process.
  10. To view the updated inventory in the Manage interface, select View from the Actions column.
  11. To view the updated inventory in the Mobility interface, select Inventory in the Oracle Field Service Cloud Mobility interface and view the updated inventory in the Inventory list.

Key Resources

Timeout Message in Reports and Removal of SOAP Reports

With the February 2018 (18A) release, notifications are sent when loading reports containing huge volumes of data. Earlier, reports loaded quickly for child resources with the big amount of records, however, they did not load if the respective parent resource is selected in the resource tree with 'Apply hierarchically' check-box checked. As part of this enhancement, a timeout message is displayed whenever a report takes more than 30 seconds to load. This helps in taking the next steps to proceed.

Following messages are displayed:

With the February 2018 (18A) release, SOAP reports will be removed in order to reduce data volumes and improve system performance.

Steps to Enable

No steps are needed to enable this feature.

Key Resources

Mobility

Mobility Landing Page

The Oracle Field Service Cloud Mobility landing page has been enhanced with the February 2018 (18A) release. The update provides mobile users with a Dashboard view showing information related to a resource's day and route. Once configured, users logging into Mobility will have a Dashboard showing the following information:

All the above options appear as tiles in the home screen, from where you can navigate to the relative screens. For example, if you click the Activities tile, the Activities page appears on the screen.

Here is a screenshot showing the Dashboard landing page in wide and narrow screen (based on the device):

Mobility Landing Page

When the user is offline, the tiles in the Mobility landing page and links in the Navigation menu that are dependent on connectivity become inactive. The navigation symbol (>) present near the Team holder’s name becomes invisible. ‘Offline’ message appears in the header.

This feature requires a configuration change to enable the Dashboard view and ensure backward compatibility. New customers subscribing to Oracle Field Service Cloud after 18A is released in Production will have the Dashboard as the default setting.

DASHBOARD TILES AND DESCRIPTIONS

Title Description

Resource info

This tile contains base information about the technician:

  • photo
  • name
  • current date
  • shift start - end time

If the resource's photo is not available (that is, it hasn't been uploaded or when offline), resource initials are displayed instead. Clicking on this tile opens 'Resource Info' screen, if 'Resource Info' action link is added to Activity list screen in Mobility. If the action link is not added, the tile is not clickable.

Resource Info Icon

Activate Route / Deactivate Route / Reactivate Route

'Activate Route', 'Deactivate route', 'Reactivate route' tiles are displayed if the corresponding action link is configured for the Activity List screen in Mobility.

Only one of these tiles can be displayed at a time in accordance with the following rules:

  • Activate Route is displayed first. The tile is the link to the Activate Route screen. Once the route activation time is submitted, the tile disappears. Color of tile turns green when the shift start time has passed.
  • Deactivate Route is displayed, if the route has been activated and there are no started and pending activities left in the route. The tile is the link to the Deactivate Route screen. Once the route deactivation time is submitted, the tile disappears.  Color of tile turns green when the shift end time has passed.

Reactivate Route is displayed if a route has been deactivated. The tile is the link to the Reactivate Route screen. Once the route reactivation time is submitted, the tile is replaced with Deactivate Route.

Activate Route Button

Deactivate Route Button

Reactivate Route Button

Current / Next Activity

This tile represents information about the actual state of a technician's route. It may contain the following elements:

  • started activity
  • next activity
  • travel time to next activity
  • idle time
  • Started activity - current activity the technician is supposed to proceed with at the moment. The tile contains the following elements:
  • square block with letter - the color of the block depends on activity type and activity status. If the activity address is not resolved, the block is empty.
  • activity identifier - list of activity properties configured for Identify activity by screen.

By default, all properties are displayed in a single line. To display each property in separate rows, "End of line" markers can be used when configuring Identify activity by screen.

  • arrow - link to the Activity Details screen for that activity
  • Adjust button - countdown with projected activity duration. Clicking Adjust lets users update the projected duration. The button turns red when less than 5 minutes to activity end is left.
  • Complete button - link to the End activity screen.
  • Idle time - displays idle time which may occur:
    • before the next activity in the route
    • between current activity and the next activity
    • after the last activity in the route
  • Idle time is calculated as time period between the end of one activity (projected or actual) and beginning of travel to another activity. So, if one activity is expected to end at 9 a.m., the next activity is scheduled for 11 a.m. and projected travel time between activities is 30 min, the duration of idle time is 1 hr 30 min.
  • Travel time - is displayed only when the resource is moving to the next pending activity in the route. It contains the following elements:
  • Adjust button - countdown with projected duration of travel time. Clicking Adjust lets users update the projected duration. The button turns red when less than 5 minutes to activity start time is left.
  • Start button - link to the Start activity screen.
  • Next activity - displays activity which is the next in the route but is not started yet. The tile contains the following elements:
  • square block with letter - the color of the block depends on the activity type and activity status. If the activity address is not resolved, the block is empty.
  • activity identifier - list of activity properties configured for the Identify activity by screen.
  • By default, all properties are displayed in a single line. To display each property in separate rows, "End of line" markers can be used when configuring the Identify activity by screen.
  • arrow - link to Activity Details screen for that activity.
  • Navigate button - opens device native application to show the activity location. The button is displayed, if:
  • The Navigate action link is configured for the Activity details screen in Mobility AND activity address is resolved.
  • Call button - link you tap to call a number on a phone-capable device. It is displayed, if:
  • The Customer phone (cphone) property is configured on the Activity Details screen in Mobility.
  • The customer phone property is not empty.
  • If the travel time is not calculated for the next activity (for example, the activity type is Lunch), two next activities are displayed one after another: Lunch and the activity after lunch.

Current and Next Activity

My Route (wide and narrow screens)

Tile for wide screen contains Workload bar with percent of resource work time load for the selected day.

Workload bar is grouped by activity statuses:

  • Pending
  • Started
  • Completed
  • Suspended
  • Not done

The tile for the narrow screen reflects the total number of activities in the resource route for the selected day. The tile redirects to the Route Map screen, if the Map action link is configured for the Activity List screen in Mobility. The tile is always displayed even if there are no activities in the route. If an activity's route is in jeopardy (for example, Missing SLA window), the tile turns orange.

    

My Route Wide and Narrow Screens

My Team (wide and narrow screens)

The tile for a wide screen represents information about all Teams that a resource contributes to, for the selected day. It is displayed only if the current resource assists to or is assisted by other resource for the selected day. Team-holder's name is displayed first in the list and is marked in bold. The arrow links to the Dashboard of the team-holder. If the current resource is the team-holder, the arrow won't show. Team members are listed further. Different teams are separated with horizontal dividers.

The following notification may be displayed under the resource name:

  • Non-working day
  • Route is not activated
  • Shift start-end - when resource shift differs from the shift of the current resource

Only one item can be displayed, according to their order ('Non-working day' is the highest). The tile for a narrow screen shows the total number of resources in all resource teams. A click/tap on this tile opens a separate window with the details of the team. In case of any warnings (when any team member has 'Non-working day' or 'Route is not activated'), the tile turns orange and the number of warnings is displayed for a small tile.

  

My Team Wide and Narrow Screens

Activities

This tile displays the number of non-scheduled activities for the selected resource. It leads to the Activity List screen.

Activities Tile

Assign to team

This tile is displayed if the create_teamwork action link is configured for the Activity List screen in Mobility.

Assign to Team Tile

Inventory

Inventory tile is displayed if the list_queue_inventories action link is configured for the Activity List screen in Mobility. It navigates to the Inventory screen.

The tile color turns orange, if there are any Started or Pending activities with missing required inventories. In this case, it shows the quantity of such inventory.

  

Inventory Tile

Add activity

This tile is displayed, if the add_activity action link is configured for the Activity List screen in Mobility.

Add Activity Tile

Options

This tile is displayed if the Options action link is configured for the Activity List screen in Mobility. Navigates to the Options screen.

Options Tile

Plug-in

A separate tile is displayed for each plug-in configured as action link for the Activity List screen in Mobility.

Each tile contains only the plug-in name.

Plug-in Tile

Steps to Enable

You can configure the Mobility base screen for a resource using the ‘Field Resource Landing Page’ parameter. This is a system configuration that is applied to all Mobility users.

The following options are available:

Mobility Base screen

To configure the Mobility base screen for a resource:

  1. Login to Core manage.
  2. Navigate to the Configuration screen.
  3. Click Display.
  4. Go to the Mobile Settings section and change the value of the Field Resource Landing Page.
  5. Click Save.

Key Resources

Main Menu Layout in Supervisor Screen

There is a new feature for users with the Supervisor view. With the February 2018 (18A) release, users with Supervisor view can configure the Main Menu layout. The following menu items are pre-configured for this layout and are available by default:

This feature allows the following changes in the Mobility main menu header:

New layout items will be available only in 'ReadOnly' mode.

Layout items created from Plugins will be displayed with a default icon:

Layout Items Icon

When a user logs into the Oracle Field Service Cloud Mobility, the Manage item is seen first even if:

Steps to Enable

To configure the main menu layout:

  1. Log in to Core Manage and click Configuration.
  2. Click User Types.
  3. In the User Types screen, click Mobility > Main menu items.
  4. Make the changes as needed and click Save.

Key Resources

Barcode Scanner Method in Plug-In API

With the 18A release, Barcode support has been added to Oracle Field Service Cloud with two enhancements:

  1. The native barcode button is available in Oracle Field Service Cloud Mobile.
  2. A new barcode method is added to the Mobile Plugin Framework.

Be sure to check out the Plug-in Enhancements Release Training video to find out more about this feature. Once the video loads click the section on the navigation menu to jump to that section.

NATIVE BARCODE BUTTON AVAILABLE IN ORACLE FIELD SERVICE CLOUD MOBILE

Users of the Oracle Field Service Cloud Mobile for Android or iOS will have a new Barcode Scanner button available when searching for inventory.  A new Barcode Scanner button is available on the Search field. It uses the device’s camera. This functionality helps streamline the inventory process by utilizing the barcodes printed on devices or packages.

NOTE: The Barcode Scanner is available only in Oracle Field Service Cloud Mobile (Android or iOS app). It is not available in Oracle Field Service Cloud Mobility, the browser based mobility app.

  1. Log in using Oracle Field Service Mobile for iOS and Android.
  2. From the Resource Info screen, click any activity. The Activity details screen appears.
  3. Click the Search button present on the screen. The Search by keyword text box with the barcode scanner appears on the screen.
  4. Click the Barcode scanner button and place the mobile in front of the printed barcode on any of the packages. The Barcode scanner captures the barcode information and performs a search.

Inventory items will appear on the screen allowing you to select the equipment and continue with your activity.

The supported barcode types are as follows:

Barcode Type

Android

iOS

QR_CODE

+

+

DATA_MATRIX

+

+

UPC_A

+

+

UPC_E

+

+

EAN_8

+

+

EAN_13

+

+

CODE_39

+

+

CODE_93

+

 

CODE_128

+

+

CODABAR

+

 

ITF

+

+

RSS14

+

 

PDF417

+

 

RSS_EXPANDED

+

 

NEW BARCODE METHOD ADDED TO THE MOBILE PLUGIN FRAMEWORK

The Mobile Plugin Framework is enhanced to include barcode support. The enhancement is a new method named ofscBarcodeScanner.

NOTE: The plugin framework in release 18A is backward compatible with the version introduced in 17.8.

List of callProcedure method parameters

Param name 

Mandatory

Type

Description

apiVersion

Yes

integer

API version.

method

Yes

string

Must equal "callProcedure"

procedure

Yes

string

Procedure name

callId

Yes

string

Unique string identifier which is used to apply procedure response within plugin

NOTE: The current version supports scanBarcode and openLink values for procedure parameter.

SUPPORTED PROCEDURES

Parts and equipment usually have barcodes printed on their package or on the device. This procedure provides barcode and 2D (for example, QR, DATAMATRIX) code scanner functionality to make the search easier for needed items in the inventory pools.

When this procedure is called, the scanner window is opened, which shows the live camera picture. When the barcode is recognized, the scanner windows are closed, and the resulting values are sent to the Plugin through the callProcedureResult method.

If the barcode scanner is unavailable or Mobility is not run inside the Mobile app, the corresponding error code is returned to the plugin through an error message.

Having Oracle Field Service Cloud Mobile (for Android or iOS) is a prerequisite to use the Barcode Scanner Mobile Plugin Framework to search by barcode.

Supported barcode and 2D code types

Barcode Type

Android

iOS

QR_CODE

+

+

DATA_MATRIX

+

+

UPC_A

+

+

UPC_E

+

+

EAN_8

+

+

EAN_13

+

+

CODE_39

+

+

CODE_93

+

 

CODE_128

+

+

CODABAR

+

 

ITF

+

+

RSS14

+

 

PDF417

+

 

RSS_EXPANDED

+

 

callProcedure messages example

callid generation messages example

callProcedure error message example

The "error" message contains only errors of these types.

Type

When occurs

Available message fields

TYPE_PROCEDURE_ERROR

Procedure call not valid due to missed params,

and procedure executed with error.

·         procedure

·         callId (if available)

TYPE_PROCEDURE_PARAM

Procedure params not valid or missed.

·         procedure

·         callId

Available message fields

Code

Caused by procedure

Error Type

Cause

CODE_CALL_ID_EMPTY

scanBarcode

Validation error

Empty callId param.

CODE_CALL_ID_INVALID

-

Validation error

Invalid callId param.

CODE_CALL_ID_DUPLICATE

-

Validation error

Duplicate callId param.

CODE_PROCEDURE_FAILED

-

Execution error

Procedure execution failed to various reasons.

CODE_PROCEDURE_UNKNOWN

-

Execution error

Procedure was called with unknown procedure name.

CODE_PROCEDURE_UNAVAILABLE

-

Internal error

OFSC Mobility service related to procedure is not available.

CODE_PROCEDURE_ACCEPTS_NO_PARAMS

-

Validation error

Procedure was called with params.

Code

Caused by procedure

Error Type

Cause

CODE_PROCEDURE_MANDATORY_PARAM_EMPTY

openLink

Validation error

Mandatory param is missed.

CODE_PROCEDURE_PARAM_VALUE_INVALID

-

Validation error

Param value is not valid.

NOTE: In current version of Plugin API there are two procedures - "scanBarcode" and "openLink".

List of callProcedure method parameters:

Param name

Mandatory

Type

Description

apiVersion

Yes

integer

Plugin API version

Method

Yes

string

Equals callProcedureResult

Procedure

Yes

string

Procedure name

resultData

No

string

Result of execution of procedure

Key

Type

Description

apiVersion

string

Plugin API version

Format

string

Type of recognized barcode. See Supported barcode and 2D code types

Cancelled

string

Equals trueif user closed the scanner window before the code's recognized

Example of the callProcedureResult messages:

callProcedureResult successfully scanned message

callProcedureResult cancelled error message

Steps to Enable

No steps are needed to enable this feature but it requires the use of Oracle Field Service Cloud Mobile for Android or iOS.

Key Resources

Improved Style for Activity List

The Activity list, Inventory list, and Service list screens have an improved look and feel, and user experience.

EXAMPLES

Here are some before and after examples:

Activity list Before / After (width 320 pixels):

Activity List Before and After

Inventory list Before / After (width 320 pixels):

Inventory List Before and After

Steps to Enable

No steps are required to enable this feature.

Key Resources

Routing

Assign Activities to Temporary Resources via Urgent and Immediate Routing

Temporarily assigned resources can get activities through urgent and immediate routing. This improves routing activities to resources that are outside the current bucket. 

This is enabled by checking the "Use resources outside the routing bucket" checkbox under the Filters section.  By default, the "Use resources outside the routing bucket" checkbox is not checked for newly created and migrated routing plans.

Steps to Enable

To route activities by immediate/urgent routing plans outside of the current routing bucket:

  1. Create an Immediate routing plan on the Bucket.
  2. For this routing plan, click the Use resources outside the routing bucket check box.
  3. Save the plan to the current routing bucket.
  4. You can now add activities to the routing bucket. Add an activity that matches the filters of the routing plan and will have the same work zone of the resource that is outside of the bucket.

The activity should be routed by the immediate/urgent routing plan to the resource outside of the routing bucket.

Key Resources

Multi-Day Routing Optimization

This release includes the following multi-day routing enhancements: 

The rules for treating access hours, service windows and SLA have been updated:

NOTE: Service Window and Time-slots work only for the day activity is scheduled. If you need to set up a multi-day schedule, please use Access Hours functionality.  The only exception for this rule is non-scheduled activities having Service Window. In this case Service Window consider valid for all the days.

To clarify the existing functionality - links between activities (namely: "same day", "different day", "same provider" and "different provider") are mandatory, so if routing cannot route all the activities corresponding to those links, it may leave at least one activity non-routed. 

NOTE: Routing assigns the maximum number of activities it can assign without violating the defined links. 

The rules for treating Preferred providers in case of multi-day routing are the following:

In all cases, as soon as the SLA is expired, routing assigns the activity to the resource providing the minimal ETA independent of the resource being preferred.

With this release routing runs (including single day runs) include resources with overnight shifts (a time period that starts before midnight of previous day and continues into the next day) assuming the routing plan run period includes their working time.

Forward-bundling optimization now available (e.g. the low-priority work with a SLA starting today and ends in a month after could be bundled with the work scheduled for day after tomorrow on the same address).

Sequential routing plans can be configured as multi-day.

Steps to Enable

No steps are needed to enable this feature.

Key Resources

Resource Filters in Immediate and Urgent Routing

Previously, immediate or urgent routing plans could not be prevented from assigning activities to particular field resources who were already loaded with some activities or who should have been free for high priority work.

With 18A, urgent and immediate routing plans contain resource filters similar to Bulk Routing plans.

To ensure backward compatibility, the existing immediate plans are migrated with the following filters:

Bucket to bucket routing:

It is possible to set up Bucket to Bucket routing using Immediate routing, the same way it is set up for Bulk routing. Old routing plans are migrated with filters preventing Bucket to Bucket routing to remain backward compatible, but new plans are created with Bucket to Bucket routing turned on.

As immediate routing does not allow routing activities causing overtime, make sure that:

  1. target bucket is empty or
  2. assigning the activity to the bucket will not produce overtime according to the assigned work schedule before using this bucket to bucket routing using immediate routing feature.

NOTE: It is not possible to run Bucket to Bucket routing using Urgent Routing plans.

The newly created immediate plans and urgent plans have only "Other" filter set to "Normal', which means "no filtering - all the resources are used". In order to prevent Bucket to Bucket routing using Immediate routing, set "Bucket" filter to "Do not assign", and in order to allow it set the "Bucket" filter back to "Normal".

Steps to Enable

To use resource filters in immediate or urgent routing plan:

  1. Navigate to the Routing screen.
  2. In the row for the Immediate or urgent routing plan, click the Properties icon and select Modify.
  3. In the Edit Routing Plan screen for Urgent and Immediate routing plan, expand the Filters section.

Immediate Routing Plan

  1. The Filters section is similar to the Bulk Routing with the following exceptions:
  1. Click Modify to set the filters as needed. The Add filter dialog for the immediate routing plan shows the filters set:

Add filter dialog showing immediate filters set

Key Resources

Re-Optimization Without Moving Activities to Bucket

Thess release introduces a new re-optimization routing configuration that will prevent activities from being moved back to the bucket.  The new destination for unassigned activities = "Resources' routes".  When configured, activities that match the filter can be reassigned to another resource but they will not returned back to the bucket or unscheduled.

Steps to Enable

To add re-optimization filter without moving activities to a bucket:

  1. Locate the Routing plan you want to update
  2. Click Modify.
  3. Under Reoptimization, select the Filter you want to update or click Add reoptimization filter to add a new filter
  4. Select 'Resources' routes from the Destination for unassigned activities list

Key Resources

Trigger Immediate and Urgent Routing Upon Changing Activity Property

This enhancement provides improvements to how activity property changes are used with Immediate and Urgent routing. The following will trigger Immediate or Urgent routing when the activity is in a bucket:

  1. Change of activity priority property from non-urgent to urgent will trigger urgent routing if an Urgent routing plan is defined for given bucket
  2. Change of any property of the activity mentioned in the activity filters of the Immediate routing plan from the value not fitting the filters to the value that fit the filters will trigger the Immediate routing if all other properties are compatible with the filters.
  3. Changing of activity properties from the value compatible with the filters to another value compatible with the filters should not re-trigger neither Urgent nor Immediate routing.

Steps to Enable

No steps are needed to enable this feature.

Key Resources

APIs and Plugins

Core API Improvements

With the February 2018 (18A) release, a number of Core API improvements have been made to improve and simplify integration:

Be sure to check out the API Enhancements Release Training video to find out more about this feature. Once the video loads click the section on the navigation menu to jump to that section.

GET ACTIVITIES OPERATION

A new operation GetActivities allows you to search for activities.

EXAMPLE

GET v1/activities?q=status == 'pending' and   slaWindowEnd < '2016-10-23'

This operation allows using the following parameters:

q PARAMETER

The 'q' parameter is used to specify the filter expression and the value should be an expression with the following syntax:

Successful response contains:

CONDITIONS OR RESTRICTIONS

The Core API - Get Activities is subject to the following conditions:

EXAMPLE

Following is an example request and response:

Example Request and Response

Same response has been presented in another format as follows:

Example Response

GET RESOURCES OPERATIONS

The following parameters has been added to the Get Resource, Get Resources, Get resources children, and Get resources descendants operations:

NOTE: To avoid huge responses, any sub-entity that contains more than 500 items will not be expanded (for this particular item only) and will be returned as a usual link. The link can be used to retrieve the sub-entity in a separate call using limit and offset parameters to control the response size.

GET WORK SCHEDULES OPERATION

The Get work schedules operation returns a list of work schedules assigned to the specified resource. New information has been added to the response and contains work shift labels and non-working reasons.

Request and Response Example

BULK UPLOAD ACTIVITY OPERATION

The ‘identifyActivityBy’ parameter for the Bulk upload activity operation has been extended to accept the activity internal key and now supports the following values:

Implementing new integration flows are now based on the internal key usage with bulk upload function. If this option is used then each activity item must contain the field "activityId". if the activityId field is sent but not found in Oracle Field Service Cloud then the not found message is returned for particular activity item.

Note that it is not possible to create new activity by specifying the internal activity Id as the internal Id is generated by Oracle Field Service Cloud. To create a new activity with such request the special value activityId = null should be sent.

Note that the parameter "ifInFinalStatusThen" with the value "CreateNew" cannot be used if the identifyActivityBy = activityId.

WHERE IS MY TECHNICIAN

In Core API, the new operation whereIsMyTech provides integrators with a convenient mechanism to track the work orders status and information about a technician. It returns job's status, estimated or actual start time, technician’s name, technician’s coordinates, and technician user's picture. The picture is obtained from the ‘avatar’ field of the user if he is linked to the resource as the ‘Main Resource’.

The operation takes an activity ID as the parameter. In case of mass or repeating activities, each activity should be instantiated; otherwise, it does not have an ID. The function is not designed for multiday activities, however, it can work with multiday segments as with simple activities. Multiday master activity should not be used with the function as their statuses have different flows and the result of the functions can be different from the described.

The API requires the following conditions are met:

The function will return error "403 Forbidden" for requests if either of the conditions above is not met.

Sequence is as follows:

The implementation details of the operation are as follows:

HTTP Method: GET

URL:  /rest/ofscCore/v1/whereIsMyTech/?activityId={activityId}&includeAvatarImageData=true

Query parameters include:

Response structure - Response contains the following fields:

Fields in the Core API Response structure

Status value

On condition

Resource information

Activity information

notAssigned

Activity not yet assigned to technician, activity status is 'pending'

Technician details information is NOT returned, technician coordinates are NOT returned

‘activityDetails’ contains 'activityId’ and the fields requested in the ‘activityFields’ parameter. Start time information and time zone information is not returned.

Assigned

Activity has been assigned to a technician, but the technician may have other work to finish first.

Technician details information is returned, technician coordinates are NOT returned

‘activityDetails’ contains ‘activityId’ and fields requested in the ‘activityFields’ parameter. Start time information is returned.

onTheWay

Activity is the next in technician's route, previous activity (if exists) is in final status

Technician details information is returned, technician coordinates are returned

‘activityDetails’ contains ‘activityId’ and fields requested in the ‘activityFields’ parameter. Start time information is returned.

Started

Technician has arrived and started the activity

Technician details information is returned, technician coordinates are returned

‘activityDetails’ contains ‘activityId’ and fields requested in the ‘activityFields’ parameter.  Start time information is returned.

notDone

activity status = notdone

Technician details information is returned, technician coordinates are NOT returned

‘activityDetails’ contains ‘activityId’ and fields requested in the ‘activityFields’ parameter.  Start time information is returned.

complete

activity status = complete 

Technician info is returned, technician coordinates are NOT returned

‘activityDetails’ contains ‘activityId’ and fields requested in the ‘activityFields’ parameter.  Start time information is returned.

cancelled

activity status = cancelled 

Technician info is returned, technician coordinates are NOT returned

‘activityDetails’ contains ‘activityId’ and fields requested in the ‘activityFields’ parameter. Start time information is not returned.

Steps to Enable

No steps are required to enable this change.

Key Resources

Event API Enhancement for Resource and User Events

The Events API, part of Oracle Field Service Cloud’s Core API, allows customers to subscribe to events and receive notifications in near real-time. This feature introduces new subscription events for Resources and Users. This addition also supports:

One example of how this can be used is to monitor when a resource changes position in the resource tree from one bucket to another.

Be sure to check out the API Enhancements Release Training video to find out more about this feature. Once the video loads click the section on the navigation menu to jump to that section.

CREATE SUBSCRIPTION EXTENDED FUNCTIONALITY

This feature extends the abilities for a new set of event types related to Resource and User objects:

It is now possible to specify the following fields for these event types:

The syntax of the request to create subscription remains fully backward compatible. The changes in the request are as follows:

Order of 'subscriptionConfig' items is important because each event is tested to check if it matches the conditions of these items one by one, starting with the first item. If an event matches one of the 'subscriptionConfig' items, the items that follow the event are not checked.

Monitoring changes feature is meaningless for the deletion operation so it has no effect on the 'userDeleted' event type. However, it will not cause error if specified.

Example of subscription capturing resource moves:

The following subscription will help to monitor the cases when a resource change its position in the resource tree hierarchy. The parameter "monitorChanges" specifies that only such resource updates are needed. The parameter "fields" helps tp obtain all necessary additional information about the changed object.

Example of subscription capturing resource moves

'FILTEREXPRESSION' FIELD SYNTAX

The syntax for the expressions used in the ‘filterExpression’ is generally the same as that used for the activity and inventory related events. The fields of the resource and user objects can now be part of the expressions.

'GET_EVENTS' CHANGES TO SUPPORT A DISASTER RECOVERY FLOW

Normally, each call to the 'get_events' function returns the attribute 'nextPage=value' containing the next page identifier. The system may pass it to the next request as 'page' parameter to continue getting events.

The enhancement helps to implement the flow to restore the process after abnormal termination. In such cases, the system can pass the special identifier 'page=lastRequested' with the next call of 'get_events' function. When Oracle Field Service Cloud receives that special value it will use the previous identifier value that was sent for this subscription.

Each time Oracle Field Service Cloud receives a call to the 'get_events' function with the parameter 'page' specified, it stores that value along with the subscription, so that whenever the special 'lastRequested' value is received, Oracle Field Service Cloud will use the stored value from the previous request for this subscription. If the 'lastRequested' value is used with the very first get_events request, Oracle Field Service Cloud will use the initial page value, the same which was returned by create subscription operation, so that the response will contains initial set of the events from the moment of subscription.

The flow is as follows:

Steps to Enable

No steps are required to enable this change.

Key Resources

Hosting Plug-Ins

If a plug-in consists of HTML, CSS, and JavaScript files and doesn't contain server-side files, then it can be uploaded in Oracle Field Service Cloud starting with the February 2018 (18A) release. Up to ten (10) mobile plugins can be hosted, eliminating the need for an external hosting service. Once uploaded and configured, the plug-in framework handles the communication between the hosted plug-in and Oracle Field Service Cloud.

HOSTING A PLUG-IN

Steps to host a plug-in are as follows:

  1. Prepare the plug-in for upload.
  2. Upload the plug-in.

After hosting a plug-in, you can:

A hosted plug-in works only with Oracle Field Service Mobility Cloud Service.

PREPARING A PLUG-IN FOR UPLOAD

The plug-in must be in a specific format to be uploaded. If not, you cannot upload it, you must host it elsewhere. The plug-in files must meet the following requirements:

NOTE: The plug-in files uploaded in Oracle Field Service Cloud are available by unique URLs on the Internet. The URLs are generated automatically and contain a long string. There is no authentication to access these files, so anyone who has the direct link to the file can download the file. Therefore, do not store any sensitive information such as passwords or login names in the plug-in archive. If you do not want your code to be available without authentication, we recommend that you do not use the hosted plug-in functionality. Be aware that the communication between the plug-in and Oracle Field Service Cloud starts only when a user successfully logs in to Oracle Field Service Cloud.

CREATING A PLUG-IN TO WORK OFFLINE

You can create the plug-in to work offline using the Application Cache functionality, which is specified in HTML5 specification (section "5.7 Offline Web Applications").

You can include the manifest file in the archive and associate your index.html file with it. For example, if the name of the manifest file is "manifest.appcache" then include the following code in the html file:

<html manifest="manifest.appcache">

Do not add this line if your plug-in is intended to work only online. Each version of the uploaded plug-in is hosted in a separate directory. If you use the application cache functionality, the browser considers each new version of the plug-in as a separate offline application. Further, by default the browser doesn't clean up the application cache of the previous versions of the plug-in. So, do not create too many versions of the plug-ins on the production instance.

NOTE: If you experience an overflow of the application cache in the browser, clean up the offline cache of the browser.

UPLOADING A PLUG-IN

You must upload the plug-in archive to use it as a hosted plug-in. This includes creating the name of the plug-in and uploading the plug-in archive.

  1. To create the name of the plug-in:
    1. Click Configuration > Action Management > Hosted Plug-ins. The Hosted Plug-ins screen appears, with the list of existing hosted plug-ins.
    2. Click the plus icon. The Add Hosted Plug-in dialog appears.
    3. Enter the name of the plug-in and click Add. This name is displayed when you link the plug-in on the Action management screen. End-users do not see the plug-in name.
  2. To upload the archive, click Browse on the Hosted Plug-ins screen and select the ZIP archive that is ready for upload. The Version history section is populated with:

Hosted Plugin

MANAGING UPLOADED ARCHIVES

After uploading a plug-in archive, you might want to modify it, download it, or delete it.

  1. To modify a hosted plug-in, you upload a newer version. To upload a newer version of the archive, click Browse on the Hosted Plug-ins screen and upload it again. Whenever you upload a newer version of a plug-in, the following happens:
    1. The current version becomes a historical one.
    2. The previous version is removed from Oracle Field Service Cloud.
    3. The newly uploaded version becomes the current one.
  2. To delete a plug-in, you should first unassign it from all the action links it is added to. Then, click the minus icon on the Hosted Plug-ins page. The plug-in is deleted with all its historical versions.
  3. To download a plug-in, determine the version that you want to download in the Version history section. Click Download. At any given time, one previous version is available for download.
  4. To rollback to a previous version, download the version that you want to rollback to. Click Browse and upload it again.
  5. To move all the uploaded plug-ins between instances, export from the required instance using the Export function on the Action Management screen. Import the exported files using the Import function in the target instance.
  6. To move a single plug-in between instances, download it from the required instance. Upload it in the target instance.

USING A HOSTED PLUG-IN IN AN ACTION LINK

To use a hosted plug-in, you must first add it to an action link and then add the action link to a screen using the Visual form editor.

NOTE: The name of the plug-in created in the Hosted plug-ins screen is added to an action link in the Add action link screen.

  1. Click Configuration.
  2. Click Action Management in the Displays section.
  3. Click Add action link. The Add action link window opens.
  4. Complete the following fields on the General tab:

Field

Description

Action name (English)

A mandatory field defining the action or plug-in name in the English language. The action or plug-in appears under this name in the actual context.

Action name (other languages)

Action or plug-in name translations to other languages, if used.

Action label

A mandatory field defining a unique action or plug-in label.

Entity

Entity (activity, inventory, required inventory, resource, service request, user) to which the action or plug-in is to be related. For example, if you select Inventory, the action will appear only in the contexts related to inventory. Leave the field blank for the action to be available in all contexts of all the entities.

Interface

The application interface (Manage or Mobility) in which the action is to be used. Hosted plug-ins work only in the Mobility interface.

Base action

Base actions to be performed as a result of the custom action. The list of available base actions is filtered according to the Entity you have selected. For example, if you select required inventory for Entity, then Base action lists only the actions related to required inventory. The base action from which the plug-in is to be derived, if needed. When a base action is selected, the resulting plug-in functions per the same rules as the base action. It appears only in the contexts in which the base action appears and is shown or hidden according to the same visibility conditions. For example, if start_activity is selected as the base action for a plug-in, the plug-in is only shown in the context of a pending activity when there is no started activity in the same route, similar to the Start action.

Is Plug-in

Whether the custom action is a plug-in. Select this check box. The Plug-in details tab is added to the Add/Edit action link window and the Custom params tab is no longer shown.

  1. Complete the following fields in the Plug-in detail tab:

Field

Description

Type

The plug-in type. Select HTML5 application. This means, the plug-in uses an external application to extend the functionality. An HTML5 application plug-in can be used in one of the following Mobility contexts - Activity List, Edit., View Activity, Inventory Grid or Add/Details Inventory.

Use Plug-in API

Determines if the plug-in works through a third-party Plug-in API or as a regular external plug-in. Select this check box.

Use hosted plug-in

Defines whether you want to use a hosted plug-in. Select this check box.

Hosted plug-in

The hosted plug-in that you want to use. Select the name from the drop-down menu. This field displays the names that you have created in the first step of the Upload a plug-in procedure.

Disable Action Link in Offline

Defines whether the plug-in is disabled in offline mode. Clear this check box if you want the plug-in to work in offline mode with Oracle Field Service Mobility Cloud Service.

Secure parameters

The secure information such as user name and password used to access a third-party service through HTTP. This data is encrypted and stored. Use the plus icon to add a new key-value pair. You can add a maximum of 20 key-value pairs, after which the icon is hidden. The maximum size of the parameters allowed is 5 KB. This size includes the data structure overhead and doesn't correspond to the length of keys and values of strings. Changes to the secure data are sent to Oracle Field Service Mobility Cloud Service during the next synchronization. The data is sent to the plug-in when the next message is sent.

  1. Click OK on the Add action link window.
  2. To add the action link to a screen using Visual Form Editor:
    1. Click Configuration > User Types.
    2. Select the user type for which you want to add the action link and then click Screen configuration.
    3. Expand Mobility and click the screen to which you want to add the action link.The Visual Form Editor for that screen appears.
    4. Click Actions. Drag and drop the newly created action link to the required area of the screen.
    5. Click Save. The action link is displayed on the selected screen, the next time you log in to Oracle Field Service Mobility Cloud Service.

Steps to Enable

No steps are needed to enable this feature.

Key Resources

Find Matching Resources API Improved

The findMatchingResources API has been improved allowing searches to get matching resources without the need to create an activity. Be sure to check out the API Enhancements Release Training video to find out more about this feature. Once the video loads click the section on the navigation menu to jump to that section.

This enhancement save steps and integrations will not longer have to:

While the findMatchingResources function remains fully backward compatible. All necessary activity information can be sent to the function directly.

In order to perform the search without having to create activity first, all necessary activity information needs to be sent along with the request. A new request field ‘activity’ was added to the function. It will allow to specify the activity information, for example:

activity function

Some of the important implementation details of the function are as follows:

Activity type feature

Mandatory fields in the request

Oracle Field Service Cloud configuration

Activity type supports work zones

All fields that are part of the work zone key

Activity type Work zone key configuration

Activity type supports work skills

All fields that are used in work skill conditions

Activity type Work skill conditions

Activity type feature ‘Calculate travel’ is on

All fields that are used in the activity travel key

Activity type Statistic parameters - Activity travel key

Activity type feature ‘Calculate duration’ is on

All fields that are used in the activity duration key

Activity type Statistic parameters - Activity duration key

If the specified set of fields are not enough to perform the search as described in the table above, the function returns error ‘bad request’.

Steps to Enable

No steps are required to enable this change.

Key Resources

Store and Pass Sensitive Data Into Plug-ins

There are many cases when plug-ins use external applications that require sensitive data such as login credentials. Previously, sensitive data such as user’s credentials were included in the plug-in code. The February 2018 (18A) release includes a safer and more secure way to store and edit sensitive data.

The new section "Secure parameters" is added to the Action Management > Add/Edit action link.

The "Secure parameters" section includes a Parameter name and a Parameter value. Once configured, this data is encrypted and stored in the database. A maximum of 20 key-value textbox pairs of values can be added, after which the button to add the parameters is hidden. The maximum size of the parameters allowed is 5 KB. This size includes the data structure overhead and doesn't correspond to the length of keys and values of strings. Changes to the secure data are sent to Mobility during the next synchronization. The data is sent to the plug-in when the next message is sent.

The legends for the screenshot below are:

  1. + Button for adding new key-value textbox pairs. After adding  20 key-value pairs the button will be hidden.
  2. Fields - 'Parameter name' and 'Parameter Value' for filling in sensitive data.
  3. Help text.

Edit Action Link Dialog

NOTE: The size of secure data displayed on the Add/Edit action links screen includes data structure overhead and doesn't equal length of the keys and values strings. Length limit validation also counts this overhead as part of secure parameters' length.

MOBILE PLUGIN API UPDATES

Each message, sent by Mobility to Plug-in, where the method is supported, contains the new field 'securedData'. Format of messages for other methods, for example, 'error' is not changed.

The message contains 'securedData' only if at least one key-value pair is configured for whatever plug-in on Action Management > Add/Edit action link screen in Manage.

Every time secure data is changed, Mobility receives it on the next successful sync. After the update is received, the plug-in receives the up-to-date data with every message.

Supported methods:

Format of 'securedData' field:

securedData field is an object, where:

Example of 'open' method data for Supervisor Plugin

For the following configuration:

Secure Parameters

Plugin will receive the following message on open:

Open Method Data for Supervisor Plugin

Following are the steps to configure the plugin:

  1. Click Configuration > Action management > Add action link.
  2. On the General tab, make sure the is plugin check box is enabled.
  3. On the Plugin details tab, make sure the Use Plugin API check box is enabled.
  4. Add the sensitive data in the 'Parameter name' and 'Parameter Value' fields.
  5. Click the 'Plus' icon to add more than one pair or 'Minus' to remove a pair.
  6. Click 'OK'. 

Steps to Enable

No steps are needed to enable this feature.

Key Resources

Mobile for iOS

In the February 2018 (18A) release, Oracle Field Service Cloud Mobile has been expanded to include an installable iOS application. The application provides improved gathering of coordinates of the mobile resource when using Oracle Field Service Cloud Smart Location. It also works with the existing mobility screen configuration providing a seamless configuration experience.

Coordinates are only gathered when the user is logged into Oracle Field Service Cloud Mobile and the resource route is activated.  

The application can be installed and run under the following requirements:

End-User Flow Notes:

  1. Once the user specifies the Instance and is taken to the Login screen, it is possible to change the instance only by restarting the application manually.
  2. Oracle Field Service Cloud Mobile expects that the iOS Location Services are enabled. Disabling the Location on device prevents the application from gathering coordinates. Users (or used MDM software) should set the following device settings:
    • Location: Enabled
    • Mode: High Accuracy (use GPS, WLAN and mobile network to determine location)
  3. Oracle Field Service Cloud Mobile requires internet connection available (WLAN or Mobile networks).
  4. Gathered coordinates are available on a server in near-real-time mode. Only the following prevent Oracle Field Service Cloud Mobile from providing an accurate mobile resource location:
    • There is no available Internet connection on the device.
    • iOS Location Services are disabled on the device.

Security Notes:

  1. Authentication
    • The feature does not require any additional user authentication.
  2. Communication 
    • The application uses https protocol for any communication out of the device.
    • The application does not support self-signed certificates.
  3. Device security.
    • The application does not manage or control any security related device options.
    • It is the client's responsibility to set reasonable secure options for the device: set password for unlock device, encrypt device, disable any developer mode options, and so on.
    • It is the client's responsibility to verify any security tools for compatibility with the application:
      • The application mustn't be prevented from starting or launching of web applications.
      • The following iOS permissions MUST NOT be blocked:
        • Location Services (precise location: GPS and network based))
        • Cellular Data
  4. In order for camera and file upload/download functionality to work, the following permissions must be enabled:
    • Camera
    • Photo Library
    • iCloud

When using Mobile Device Management (MDM) Software:

Steps to Enable

To download and install the Oracle Field Service Cloud Mobile iOS app:

  1. Open the Apple App Store on the mobile device.
  2. Find the application 'Oracle Field Service Cloud Mobile’ and select it.
  3. Select Install. The Oracle Field Service Cloud Mobile iOS application is downloaded and installed in the mobile device.
  4. Read and accept the End User License Agreement.
  5. Specify the Oracle Field Service Cloud instance.
  6. In the Instance specification screen, accept the following:

User needs to specify Instance Name or URL on first run of the application. Next run utilizes previously populated Oracle Field Service Cloud Instance Name.

Once the instance is specified, Oracle Field Service Cloud Mobile application runs the Oracle Field Service Cloud Mobility instance.

  1. Enter the username and password to log in.

Key Resources