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:

• The report will display the list of changes made to the Configuration settings within the application.
• The changes will include additions, deletions, and modifications of Configuration settings.
• The user will have the ability to search and filter the log based on multiple criteria.

Here is an example:

Configuration History Report Example

Known Behavior:

• The 'Find' option within 'View' is applicable only for the Old value and New value columns, it is not available for the Identifier column. 
• When searching:
  • The Old value and New value columns can only be searched using the value of the field and not the field name. For example, for the entry 'Activity Type: Install', users can search on the word 'Install', but not on 'Activity Type'.
  • Users can be searched using the User ID and not the User Name.
• Some fields may display the IDs of the values instead of the actual values. For example, Design Theme: 2 or Time Slots can have values such as 2, 3.
• The Identifier column, in some cases may display IDs instead of or in addition to values. For example, 'Display Profile: UT16_DISPLAY_PROFILE/26' instead of 'Display Profile: UT16_DISPLAY_PROFILE'  ID: 15497.
• The Identifier may display just the Company name when the Business Rules screen is modified.
• For entries related to the Statistics page, the value of the Type displays the label instead of the text. For example, 'Type: appt_duration' instead of 'Type: Activity duration stats fields'.
• The Context Layout displayed within the Identifier column shows the label instead of the text. For example 'Display Context Layout: web_menu manage/540'.
• In some cases, the number of rows displayed on the screen may be less than the configured number of rows. For example, the page may display only 18 rows on the screen, even though the user has set 20 as the number of rows.
• Sorting is only available using the Action Time and Operation columns.
• Values of sensitive information like passwords, client secrets, and certificates will be masked using * characters.
• Collaboration and Helpdesk groups will not appear in Configuration History.
• Changes done to the SAML login policy using "Upload Metadata XML" will not be logged.

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

3. Review the following information in the report:

• Action Time—Specifies the date and time in the time zone and desired format of the user viewing the page when the change in Configuration was made.
• Action— Can either be Insert, Update or Delete based on the operation selected by the user.
• Old value—Displays the previous value of the fields related to the element during a Delete or an Update operation.
• New value—Displays the modified value of fields related to the element during a Delete or an Update operation. In case of an Insert operation, it displays the set value of the fields.
• Element—Displays the element or object that has been added, deleted or modified.
• User - Displays the user name of the user who made the modification. On mouse hover, the Username and the User ID will be displayed.

4. 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
5. Changes made to the following screens in the application will be included in the Configuration History report:

• Business Rules
• Link Templates
• Work Schedules
• Work Zones
• Work Skills
• Properties
• Capacity Categories
• Time Slots
• Resource Types
• Activity Types
• Inventory Types
• Glossary
• Action Management
• Display
• Filters
• Organizations
• Login Policies
• User Types
• Oracle Knowledge
• Statistics
• Outbound Integration
• Message Scenarios
• Holidays
• Resource Info
• Resource Calendars
• Locations
• Resource Work Zones
• Users (Except for Collaboration and Helpdesk groups)
• Daily
• Routing
• My Display
• Themes (only when default Theme is changed)
• Applications (limited to changes to context of APIs)

Key Resources

• Configuring and Using Reports

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:

• The Work Zone layer is always placed on the first row in the Map Layers section on the Business Rules screen.
• The Work Zone Layer name (that is, Work Zone Layer) and label (that is, wz_layer) are automatically created when you create a Work Zone Layer and cannot be edited.
• Each Work Zone can have only one map layer, and if it does not exist, the message, No configured layers appears.
• After you create a Work Zone layer, the Create Work Zone layer option is grayed on the Add map layer screen. The message, "Only one layer for work zone shapes can be created" is displayed.
• The Work Zone layer is visible to all user types, so the Permissions column will be empty.
• Work Zone layers are not displayed on the Map view in Mobility.
• A map with all shapes is displayed on the Edit Map Layer screen.
• When you delete a Work Zone layer through the metadata API, only the layer is deleted. The shape files are not deleted from the database. However, when you delete a Work Zone layer from Manage, by selecting the Delete associated shapes option, the layer and its associated shapes are deleted.
• If the layer is not created or the shape file with the Work Zone shapes is not uploaded, a message will be displayed on the Map on Work Zones, Quota, and Resource Work Zones screens in Manage and Mobility.

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

9. Click Save on the Add Map Layer screen.
10. 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

8. Select the shape file. 
9. Click Save on the Add Map Layer screen.
10. 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.

Edit Map Layer Screen Showing Shape File

5. Select a value in the Shape Identifier field. For example, select ZIP Code to identify the shapes on the Map by their zip code.
6. Click Save.
7. Click Save on the Business Rules screen.
8. Go to Configuration, Work Zones.
9. 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

10. In the Work Zone Shapes field, provide the values of the column selected as Shape Identifier.
11. Click Update or Add. The shape of the selected identifier is displayed.
12. 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

5. Click OK without selecting the check box. The layer is removed from the table.
6. Click Save on the Business Rules screen.
7. Go back to Map Layers section.
8. Click Add new.
9. Select Create work zone layer.
10. 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.

6. Click Save on the Business Rules screen.
7. Go back to the Map Layers section and click Add new.
8. Select Create work zone layer.
9. 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

• Using Core Manage Cloud Service

Multiple Activity Duration Keys

The major highlights of this feature are as follows:

• The Administrator can configure multiple sets of 'Activity durations stats fields' (key) in the Configuration page and choose any one of them to be 'Active' at any point of time.
• The quality of the key will be displayed beside each of the configured keys, based on how accurate the estimation of Activity duration is, using each of the configured keys.
• The 'Work Statistics' report will display all configured keys and the user can select any particular key, based on which the report will be displayed.

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

• Whenever a new key is added or an existing key is modified, both cases are considered as a new key in the system.
• In such cases, the Activity duration estimation algorithm is run on the next day (or the next time the re-calculation process is run), which will give the estimated durations of all key values based on the new key.
• The quality of the new key is then calculated based on the past reported durations and the calculated estimated durations.
• In case there is more than one new key added in the system on the same day, the system will calculate the durations and the quality of only one key per day. If there are 5 new keys, the system will calculate the quality of the fifth key on the fifth day. This is done so that the performance of the system is not hampered. If any of the new keys is active, the active key will take higher priority and will be processed the next day so that the duration calculations can take effect based on the new active key from the next day onwards.

EXISTING KEYS

• The estimated durations for all key values and the quality of each existing key (Active and Inactive) are calculated each day.
• The Activity durations that will actually be used in the application are calculated based only on the Active key.
• Hence, at any point of time if the administrator changes the status of a key from Inactive to Active or vice versa, the quality of the keys are not impacted. 
• Similarly, since the estimated duration calculations are also done for Inactive keys, the learning that has been applied since the key was created, will still be in effect when an Inactive key is Activated.

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:

• The estimated duration is calculated for each kind of Activity (Activity key value) using the key for which the quality has to be found.
• Durations reported by field resources, for completed past Activities, are compared with the estimated duration for that activity using the said key.
• If the difference between the estimated and reported duration is less, the estimation is considered good. The quality is considered to deteriorate as the difference between the estimated and reported duration increases.
• The final quality of the key is calculated based on the number of Activities that showed good, satisfactory and bad estimations, for that key.

Consider the following examples.

• Key 1 = Activity Type (2, case insensitive)
• Key 2 = Plant Code (2, case insensitive), Problem Code (2, case insensitive)

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,

• Quality of Key 1 = 4.4
• Quality of Key 2 = 3.2

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

• Using Core Manage Cloud Service

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:

• The new pending activity is populated with the value submitted on the 'Suspend activity' screen.
• Prework is populated with the value submitted on the 'Start prework' screen.
• The reopened activity is populated with the value submitted on the 'Reopen activity' screen.

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

• Using Core Manage Cloud Service

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:

• Properties—Property name, Property hint, and enumeration values fields
• Activity Types—Name field
• Activity Type Group—Name field
• Filters—Filter field
• Login Policies—Policy name field

Steps to Enable

No steps are needed to enable this feature.

Key Resources

• Using Core Manage Cloud Service

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:

• The Capacity categories field is populated only when the list is downloaded from Capacity Area or Group level.
• Both resources and activities may be counted in more than one capacity category, if one of the following conditions occur:
  • Work skills of activities and/or resources corresponds to more than one capacity category.
  • When an activity is assigned to a resource whose work skills match to more than one capacity category.
• The number of rows that can be downloaded is limited to 10,000 rows and the data over this limit is truncated.

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.

5. Save the file, open it with a text editor or a table processor, and review the following fields:

• Activity ID
• Activity type label
• Activity type name
• Activity status
• Activity number
• Activity identifier
• ETA
• Activity duration
• Travel duration
• Service window start
• Service window end
• SLA window start
• SLA window end
• Time of assignment
• Access Hours
• Time zone
• Capacity categories

6. To configure the download file format, select the required option from the Default Export Format drop-down list in the My Display page.
7. 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.
8. Click the resources number in the All Day column for the required capacity category and click Download resources list.
9. Save the file, open it with a text editor or a table processor, and review the following fields:

• External ID
• Resource name
• Working time
• Duration of working time
• Org unit
• Organization
• Capacity categories

Key Resources

• Using Capacity Cloud Service

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

• Using Core Manage Cloud Service

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:

• Select supervisor groups from Collaboration and broadcast a message or initiate a conference with the team members.
• Select helpdesk groups from Collaboration and broadcast a message or initiate a conference with the team members.

Important information related to the feature:

• Broadcasting messages to the Helpdesk group is only available in the Manage interface.
• A supervisor can broadcast messages to all the members in a supervisor group, even if the visibility between the supervisor and members of that group is not configured. However, the user and the supervisor cannot have a one-to-one chat, if the visibility (user and supervisor belongs to different collaboration user groups) is not configured between the groups. 
• A supervisor can initiate a conference to all the members in a supervisor group, even if the visibility between the supervisor and members of that group is not configured. However, the user and the supervisor cannot have a one-to-one chat, if the visibility is not configured between the groups.

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

• Using Core Manage Cloud Service

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:

• Names for some fields were changed as described below. There are only changes for field names, not labels.
• Customers using those fields in configuration of the Daily extract will have to adjust integration. If customers use custom field names those names won't be changed and there will be no need to tune integration.
• BICS integrations will continue since labels are not 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

• Configuring Daily Extract

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:

• Define the fields associated with an entity for integration with BICS.
• Configure field entities and attributes to Oracle Database as a Service.

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

• Users can select the data transmission as real time or once daily against an entity in the system.
• Real-time data transmission will be initiated when an event corresponding to that entity is triggered in the system. 

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.

• The daily transmission will be initiated as per the daily extraction period.  

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:

• Activity Fields ( appt ):

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

• Activity Fields ( appt ) - Fields Removed from Activity but available via other Entities:

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 )

• Resource Fields (provider):

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

• Route Fields (queue):

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

• Route Fields (queue) - Fields removed from Route but available via other entities:

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 )

• User FIelds (user):

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

• User Fields (user) - Fields removed from user but available via other entities:

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 )

• Activity Link Fields (appt_link):

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

• Validation while importing files - with errors  

• Validation while importing files - with no errors
• Import completed successfully 

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

2. To create a new channel, click Add.

3. In the Add Channel dialog, select the Channel Type from the drop-down list.

• Business Intelligence Cloud Service - the Add Channel dialog displays the Name, URL, and Identity Domain fields.
• Database as a Service - the Add Channel dialog displays the Name, Host, Port, Connect with SID, and Connect with Service Name fields.

4. 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.

5. Add fields to the entity

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

6. 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:

• The Outbound Integration Channels configuration window displays the updated list of channels.
• Data transmission to Oracle Business Intelligence Cloud Services or Oracle Database as a Service displayed in this page will be reset every day (24 hours).
• The data processing and transmission depends on the volume of data stored. You may expect a delay in transferring big volumes of data. Also, the daily transmission will be initiated as per the daily extraction period.
• Real-time data transfer of the following entities will be initiated only from next day: Activity, inventory, ActivityLink, Resources, Users and Route entities.

Key Resources

• Configuring Daily Extract

ICS Adapter Enhancements

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

• Update Activity
• Update Inventory
• Event API Filter Feature Support including:
  • Fields to monitor for changes
  • Fields to return in each of the published events
• Activity inventories:
  • Create customer inventory
  • Get customer inventory
  • Get deinstalled inventory
  • Get installed inventory
• Create Resources
• Update Resource

Steps to Enable

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

Key Resources

• Configuring Daily Extract

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:

• You can create Favorites only in the Core Manage interface.
• You can collapse the root element in the resource tree to view only the Favorites group.
• Favorite resources in the group are displayed regardless of the selected resource filters.
• All warnings shown on the resource icon and resource hint in the resource tree are supported for Favorite resources.
• Actions available in the main resource tree such as drag and drop and filter are supported for the Favorites group as well.
• When searched for a resource, Favorites and the main resource tree resources are searched.
• When searched by activity, the main resource tree resource is considered, and the Favorites group is avoided.
• The Favorites group is shown on the following screens in the Core Manage interface:
  • Activities
  • Daily
  • Dashboard
  • Reports
  • Resource info
  • Resource calendars
  • Inventories
  • Locations
  • Resource work zones
  • Users 
• Favorites are not available on the following screens in the Core Manage interface:
  • Quota
  • Forecasting
  • Routing
• If you add a new resource or remove a resource from Favorites in Mobility, it will appear or be removed from Core Manage. The reverse is also true.

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:

• Has a star next to it
• Is part of other managed groups
• Has the same characteristics as a managed group
• Can be renamed in Mobility but will still display the star and behaves as a Favorites group
• Contains the same resources that are setup in Core Manage

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

• Using Core Manage Cloud Service

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:

• Get the list of activities and their locations.

• Estimate the probability of travel in future between each pair of ’Activity travel stats fields' (Travel Keys). The travel probability is calculated for all Travel Key pairs within the same travel area.
• Calculate travel durations. The travel durations are calculated only between keys that share a common travel area.
• Sort Travel Key pairs in descending order.

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

• Estimate a maximum of 5,000 pairs based on the sorted list.

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:

• Only activities that have the address resolution to the level of 'Address' are considered for calculations.
• Travel Keys that have at least (4) four activities are considered for estimation.
• All activities belonging to the same Travel Key are considered to be in similar locations.
• In the first cycle, the average travel duration within each Travel Key is calculated. This is done by selecting the corner most activities (based on x and y co-ordinates) within the Travel Key and the average distance between the locations. The Travel Keys are sorted in descending order of the number of activities, while sending the coordinates for calculation.
• In subsequent cycles, the average travel time between different Travel Keys is calculated. Here, the sorting of Travel Key pairs is based on the number of activities present in both the Travel Keys involved.

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:

• TK3-TK3 (within the same Travel Key)
• TK2-TK2 (within the same Travel Key)
• TK1-TK1 (within the same Travel Key)
• TK4-TK4 (within the same Travel Key)
• TK2-TK3 (between Travel Keys that share the same Travel Area)
• TK1-TK3 (between Travel Keys that share the same Travel Area)
• TK1-TK2 (between Travel Keys that share the same Travel Area)

Steps to Enable

No steps are needed to enable this feature.

Key Resources

• Administering Oracle Field Service Cloud

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:

• The "Working time includes travel to first activity" check box on the Edit resource type screen is renamed as "Working time includes first travel to activity".
• Using the Time View, Non-travel activities can be placed within the travel time between activities requiring travel calculations. 

Mobility:

• Using the Time View in Mobility, non-travel activities can be placed within the travel time between activities requiring travel calculations.
• A hint is shown for travel providing information on which activity it belongs to.

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

• Using Core Manage Cloud Service
• Using Mobility Cloud Service
• Using Routing Cloud Service

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:

• View the total number of available inventories and required number of inventories for a future activity.
• Define the required number of inventories that you want to transfer in the Collaboration window.

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

• Using Collaboration Cloud Service

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:

• Unable to load data. Change parameters and press apply to view report Message will be displayed for reports with huge volumes of data if they takes more than 30 seconds to load data. You can change the current filter to load the data.
• A notification message is displayed when SQL execution limit (http://mysqlserverteam.com/server-side-select-statement-timeouts/) reaches the maximum and the filter should be restricted.

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

• Using Core Manage Cloud Service

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:

• Resource Info
• Current / Next Activity
• Route
• Team
• Activities
• Assign to Team
• Inventory
• Add Activity
• Options

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:

• Dashboard - This view provides a summary Dashboard of information available to the resource.
• Activity list - This view provides information in a list view..

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

• Using Mobility Cloud Service

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:

• Manage
• Maps
• Calendars
• Resources

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

• Add menu items
• Delete menu items
• Change order of menu items
• Modify visibility of the screens
• Include plug-ins in the Main menu

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:

• There are no action links in Main menu configuration.
• Another action link is listed first in the main menu including a plug-in.

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

• Using Mobility Cloud Service

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

• scanBarcode

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	+

• openLink This procedure provides a common way to open external URL links either with Mobility run in the web browser or in Mobile app. When Oracle Field Service Cloud Mobile is used, the given URL opens externally in a web browser. If not, it opens as a new browser tab.
  • Examples of the "callProcedure" messages

callProcedure messages example

• Example of the callId generation

callid generation messages example

• Error handling
  • Example of the error message

callProcedure error message example

• Errors types that are related to 'callProcedure'

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

• procedure - name of procedure on which error occured

• callId - id of procedure call, caused the error. Equals to received callId param of callProcedure method

• Error codes for TYPE_PROCEDURE_ERROR

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.

• Error codes for TYPE_PROCEDURE_PARAM

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".

• callProcedureResult method Mobility sends the message with this method to the plug-in after the execution of a procedure initiated by the callProcedure method. If the procedure fails, the error message is sent instead.

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

• scanBarcode procedure For this procedure, the resultData param of callProcedureResult message is an object, which contains the following fields:

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:

• User successfully scanned barcode:

callProcedureResult successfully scanned message

• User pressed 'Cancel' button on Barcode Scanner:

callProcedureResult cancelled error message

• openLink procedure For this procedure, the callProcedureResult message is sent just to indicate that the procedure is executed successfully. The resultData parameter does not contain any data.

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

• Mobile plug-in framework guide

Improved Style for Activity List

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

• Borders have been removed from the the lists. 
• Activity list on the Nearby Activities map view has the "More" link placed in the middle.

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

• Using Mobility Cloud Service

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

• Using Routing Cloud Service

Multi-Day Routing Optimization

This release includes the following multi-day routing enhancements: 

• Access hours and service window

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

• In case both Access Hours and Service Window/Time-slot are set, the Service Window/Time-slot will take unconditional priority over Access Hours
• If an activity is manually (or by means of API) scheduled to a day when Access Hours are undefined or such a day is directly prohibited by Access Hours, the scheduling takes priority so we assume that this date is fully accessible for activity assignment. To prevent misrouting, it is suggested either to initially schedule the activity according to the defined access hours or create the activity as unscheduled.

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.

• Links

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. 

• Preferred providers

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

• if the activity could be assigned to one of the Preferred providers during the multi-day routing run period without breaking the SLA or other important restrictions, it is assigned to the Preferred provider
• otherwise the activity is assigned to a resource which provides the best route optimization according to optimization goals.

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.

• Overnight shifts treating

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.

• Optimization

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).

• Multi-day sequential plans

Sequential routing plans can be configured as multi-day.

Steps to Enable

No steps are needed to enable this feature.

Key Resources

• Using Routing Cloud Service

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" filter set to "Do not assign", which prevents assignment to buckets
• "Other" filter set to "Normal', which means "no filtering - all the resources are used"

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

4. The Filters section is similar to the Bulk Routing with the following exceptions:

• Only one predefined filter is available for non-scheduled activities in the routing bucket
• You cannot add other filters or delete existing filters
• You cannot add/modify/delete activity filters

5. 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

• Using Routing Cloud Service

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

• Using Routing Cloud Service

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

• Video: Assign activities immediately

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:

• GET Activities operation is added enabling activity search for multiple days using a wide range of parameters
• Resource operations including Get resource, Get resources, Get resources children, and Get Resources descendants operations:
  • New optional "expand" and "fields" parameters
  • Return the 'avatar' picture of a user

• GET Work Schedules is updated to return work shift labels and non-working reasons
• Bulk Activity Upload is enhanced to include the use of the internal activity Id
• Where is my technician API that provides a simple mechanism to track work order status and information about a resource (technician) in a single request.

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:

• dateFrom - required. date from which to start returning activities. May be in the past (activities up to Data Retention policy cutoff can be returned with this operation). Format: YYYY-MM-DD
• dateTo - required. date until which to return activities. Format: YYYY-MM-DD
• resources - required. comma-separated list of resources for which to return activities. 
• includeNonScheduled - optional. enum (same values as this parameter has for "Seach Activities" API)
• includeChildren - optional, enum ("none", "immediate", "all"). Default: "none" which means only the ones in "resources" list are included in the filter.
• limit - number of items to return in response. Maximum value of this parameter is 100,000. Default value is 10,000.
• offset - number of items to skip from the beginning of the response. Default value is 0. 
• q - complex query statement, which can include one or more fields or custom properties. See description below. Parameter name "q" is recommended by Oracle REST Standard.

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

• fields - optional. list of activity fields and custom properties, to return in response, separated by comma. Default: "activityId,resourceId,date,status"

  • Example: GET v1/activities?fields=activityId,status,apptNumber,XA_PROPERTY_X

q PARAMETER

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

• Filter expression is specified as a single string.
  • It should evaluate to a boolean expression.
  • It should contain one or more comparison statements.
• Comparison statements have form: <field> <operator> <value>. For example, activityDetails.activityType == 'Install'.
  • This order cannot be changed, therefore ('Install' == activityDetails.activityType) is not valid.
  • Comparing field to field (A== B) or value-to-value (1 == 1) is also not valid.
  • Field has to be an alphanumeric identifier with no spaces or special characters except underscore. Subfields are separated by dot (.).Following are some examples:
    • activityDetails.activityType
    • activityDetails.X_MYPROP_10
    • field.subField
  • Comparison operators are: <, >, <=, >=, ==, !=, in
  • Value can be either a string literal, an integer literal, or an array literal of strings and integers.
    • String literals are delimited by single quotes, with escape character ~, for example:
      • str == 'My String'
      • str =='My string with ~' a quote inside'
    • Integer literals are without quotes, may not contain dot or leading zeroes. For example:
      • num ==0
      • num ==12345
      • num ==-67
    • Array literals have to only contain strings or only integers, and are in square brackets. Empty arrays are not allowed. Arrays are only allowed following the "in" operator. For example:
      • enum in [1,2,3]
      • enum in ['Abc','Def','Ghi']
  • String comparisons are valid. For example:
    • date > '2015-06-02'
  • String comparisons are case-insensitive. For example: name == 'john.smith' is the same as name == 'JOHN.SMITH'
  • String-integer coercion occurs. For example: num== -123 is the same as num== '-123'
• Multiple comparison statements have to be separated by logical operators (and, or). For example:
  • A == 1 and B == 2 or C == 3
  • A == 'xx' or A == 'yy'
• Operator precedence:
  • comparison operators: ==,!=, <, >, <=, >=, in
  • 'not'
  • 'and', 'or'. Logical operators ('and' / 'or') have the same precedence, so parentheses can be used to achieve precedence. For example: A == 1 and (B == 2 or C == 3)
• Operators are also case-insensitive:
  • (num IN[1,2,3]) OR (num < 0)
• Any statement can be preceded by "not" operator to negate it.
  • not (activityType in ['IN','TC','BR'])
  • A == 1 and not ( B == 2 or B == 3 )
• Whitespace outside strings is ignored.
• When the field being compared does not exist in the event, or is null, then it evaluates to an empty string. For example, expressions (non_existent_field == ''), (null_field == '') are both true.

Successful response contains:

• expression - value of 'q' as parsed.
• items - an array of activity elements, with the same structure as return by "GET activities/{activityId}"
• offset - integer, the offset that was passed as query parameter, or 0 if it was not passed.
• limit - integer, the actual limit that was applied by server. Usually equal to the "limit" parameter in request, but may be less.
• hasMore - boolean. 
  • true - indicates that there are more results that can be retrieved with successive paging requests. 
  • false - indicates there are no results or this is the final page.
• links - contains links to:
  • current page, 
  • next page (unless this is a final page), 

CONDITIONS OR RESTRICTIONS

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

• Number of Requests –Following indicate the request number restriction:
  • It is possible to run three 'get_activities' requests simultaneously. If more than 3 requests are sent, the additional requests are queued.
  • Up to 10 requests can be queued. If 10 requests are queued and additional requests are sent, they are immediately rejected with an error message.
  • Maximum time of a request waiting for execution in the queue is 30 seconds. When the waiting time is exceeded an error message is returned.
• Number of Activities Returned – up to 100,000 activities can be returned in a single response. If the 'select_count' parameter in the request is set to a value greater than 100 000, the response will contain an error message with the explanation of the error.
• Date Range  – No more than 31 days can be searched in a single request. If the date range ('date_to' – 'date_from') is longer than 31 days, the response will contain an error message with the explanation of the error.
• Response Size – A single response size is limited to 20 MB. If the response size is close to 20 MB, the method returns fewer activities than requested and the response contains the 'have_more_results' parameter set to 'true'. This parameter indicates that there are more activities to be returned. In this case, a new request with 'select_from' value set to (last returned count + 1) is sent.
• Operation Run Time – A single operation can run no longer than 30 seconds. When the 30-second time limit has been reached, the method returns fewer activities than requested and the response contains the 'have_more_results' parameter set to 'true'. This parameter indicates that there are more activities to be returned. In this case, a new request with 'select_from' value set to (last returned count + 1) is sent. If the time limit has been exceeded before any activities are included in the response (for example, due to slow database response) an error is returned.
• Custom Properties Quantity – The maximum number of custom properties used in the request and/or returned in the response is 50. If more than 50 properties are included in the request, the response will contain an error message with the explanation of the error. The 50-property restriction includes both the custom properties used in the 'required_properties' list and in the filter expressions.

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:

• expand: Using this parameter, you can embed any one of the sub-entity (that is, workzones, workskills, inventories, workschedules) into each returned resource item. For example, the following query will return the workzones linked to the specified resource: https://api.etadirect.com/rest/ofscCore/v1/resources/{resourceId}?expand=workzones

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.

• fields: Specifies comma-separated names of resource fields that are to be returned in the response. Using the new parameter, it is possible to specify the list of fields that are needed for the integration flow and therefore reduce the traffic. The ‘avatar’ picture of the user will be returned in the response in addition to the resource information for the Get Resource, Get Resources, Get resources children, and Get resources descendants operations. If a user has an 'avatar' picture uploaded and is specified as a 'main resource' in the user configuration, then the avatar picture can be obtained directly from the resource. This improvement allows integrations that need the user's picture to avoid many unnecessary API calls.

• If a user has the 'avatar' picture uploaded and that user has 'main resource' specified then that avatar image can be obtain directly from the resource. It is supported by all resource operations (Get resource, Get resources, Get resource children, Get resource descendants)

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:

• apptNumber
• apptNumber and customerNumber combination
• activityId value (new)

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:

• Oracle Field Service Cloud Customer Communication Cloud is enabled and part of the subscription
• Permission Core API for Activity is granted in the "Applications" configuration screen (API permissions)

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:

• activityId - The unique identifier of the activity in Oracle Field Service Cloud. It is a required parameter.
• includeAvatarImageData - Indicates whether the Base64 encoded image data source is included or not. The default value is false. If the value is true, then the response will contain the image binary data in Base64 encoded format. It is an optional parameter.
• activityFields - The comma-separated names of activity fields that you want returned in the response. The available fields are same as that present in the ‘get activity’ function except for file properties. The activityId field is always returned. This parameter is optional.
• resourceFields - The comma-separated names of resource fields that you want returned in the response. The available fields are same as those present in the ‘get resource’ function except for file fields. The resource 'name' field is returned when it is applicable to ignore this parameter. This parameter is optional.

Response structure - Response contains the following fields:

• status – Status of the activity, can contain one of the values following value: notAssigned, assigned, onTheWay, started, notDone, complete, and cancelled

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.

• activityDetails – This object contains the following information:
  • activityId - The unique identifier of the activity in Oracle Field Service Cloud.
  • startTime – The estimated start time for activities in 'pending' status or the actual start time for activities in 'started', 'completed', 'notDone' status. This field contains UTC time in "YYYY-MM-DD HH:MM:SS" format.
  • timeZoneDiff -  The difference in minutes between UTC and the customer's local time. For example, -180 means that customer's time is 3 hours behind UTC.
  • timeZoneIANA – The IANA name of the customer time zone. For example, 'America/New_York'.
• coordinates – The object contains the coordinates of the technician, if they are known and the status is appropriate. The values are provided as floating point numbers with five digits after decimal point at maximum.
  • latitude – The latitude (in degrees) value of technician’s coordinates.
  • longitude – The longitude (in degrees) value of the technician’s coordinates.
  • time – The time (ISO 8601 compatible) when the coordinates were set.
• resourceDetails – This object contains the following information:
  • name – The technician's name taken from the resource name field
  • avatar – The object contains the following information:
    • filename – The filename of picture
    • imageData - Base64 encoded image data (optional, if requested)
    • mediaType – The format of image file (jpeg, png)
    • rel – The field contains the constant value "picture".
    • href – The URL of the technician's picture.

Steps to Enable

No steps are required to enable this change.

Key Resources

• REST API for Field Service Cloud

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:

• List of fields to monitor for changes - so that the event is published only if one or more of the fields in the list are updated.
• Filter expression - events that do not match the expression are not published.
• Fields to return in each of the published events.

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:

• resourceCreated
• resourceUpdated
• userCreated
• userUpdated
• userDeleted

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

• List of fields to monitor for changes–the event is published only if one or more of the fields in the list are updated.
• Filter expression–the events that do not match the expression will not be published.
• Fields to return in each of the published events.

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

• The parameter events of the root object is now optional, as long as new parameter subscriptionConfig is specified.
• The parameter 'subscriptionConfig' can now be used with resource and user events as well as for activity and inventory in the earlier version. It is optional array of objects. Each object consists of the following fields:
  • events - a list of event types that a subscriber would like to receive. If one of the following parameters is used (filterExpression, monitorChanges or fields) this list has to contain events of a single object type (for example only events related to activities etc.). Otherwise, event types can be mixed in one subscription.
    • Required parameter.
  • filterExpression - Filter expression to apply. Only events matching this filter will get added to this subscription.
    • Optional. Default: all pass
  • monitorChanges - List of fields to track changes for. The event will only get published if any of these fields change (so this is an additional filter).
    • Optional. Default:  change in any field will lead to event being published.
    • The field names for resource events are the same names as you see in e.g. 'get resource' operation.
    • The field names for user events are the same names as you see in e.g. 'get user' operation.
    • Custom property labels can also be specified in this list. (note that custom properties of file type cannot be used)
  • fields - list of fields and custom properties to additionally include in the event. These fields will be added to "activityDetails" element for activity events, "inventoryDetails" for inventory events.
    • The field names for resource events are the same names as you see in e.g. 'get resources' operation.
    • The field names for user events are the same names as you see in e.g. 'get user' operation.
    • Custom property labels can also be specified in this list.
    • Optional. Default: only the changed fields and the key fields are published.
  • if the 'subscriptionConfig' array contains more than one element, then the events matching any of the elements will be published.

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.

• Filter expression is specified as a single string
• It should evaluate to a Boolean expression
• It should contain 1 or more comparison statements
• Comparison statements have the form: <field> <operator> <value>, for example: activityDetails.activityType == 'Install'
  • The form cannot be changed so ('Install' == activityDetails.activityType) is not valid.
  • Comparing field to field (A == B) or value to value (1 == 1) is also not valid.
  • Field has to be an alphanumeric identifier with no spaces or special characters except underscore. Entity fields can be found in the documentation for get operation for appropriate entity, for example, ‘get activity’. Custom properties are identified by their labels. Subfields of an event can be specified by dot (.) separator. Examples:
    • activityDetails.activityType
    • activityDetails.X_MYPROP_10
    • activityChanges.firstManualOperationUser
  • Comparison operators are: <, >, <=, >=, ==, !=, in
  • Value can be either a string literal, an integer literal, or an array literal of strings and integers.
    • String literals are delimited by single quotes, with escape character ~. Examples:
      • str == 'My String'
      • str == 'My string with ~' a quote inside'
    • Integer literals are without quotes, may not contain dot, or leading zeroes. Examples:
      • num == 0
      • num == -67
      • num == 12345
    • Array literals have to only contain strings, or only integers, and are in square brackets. Empty arrays are not allowed. Arrays are only allowed following the ‘in’ operator. Examples:
      • enum in [1,2,3]
      • enum in ['Abc','Def','Ghi']
    • String comparisons are valid, for example:
      • date > '2015-06-02'
    • String comparisons all case-insensitive, for example:
      • name == 'john.smith' is the same as name == 'JOHN.SMITH'
    • String-integer coercion occurs, for example:
      • num == -123 is the same as num == '-123'
  • Multiple comparison statements have to be separated by logical operator and/or. Examples:
    • A == 1 and  B == 2 or C == 3
    • A == 'xx' or  A == 'yy'
  • Operator precedence in the following order:
    • Comparison operators: ==, !=, <, >, <=, >=, in
    • not'
    • 'and', 'or'. Logical operators  ('and' / 'or') have the same precedence, so parentheses can be used to achieve precedence, for example: A == 1 and (B == 2 or C == 3)
  • Operators are also case-insensitive, for example:
    • (num IN [1,2,3])  OR  (num < 0)
  • Any statement can be preceded by ‘not’ operator to negate it. Examples:
    • not (activityType in ['IN','TC','BR'])
    • A == 1 and not ( B == 2 or B == 3 )
  • Whitespace outside strings is ignored
  • When the field being compared does not exist in the event, or is null, then it evaluates to empty string. For example, expressions (non_existent_field == '') and (null_field == '') are both true.

'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:

• An external system creates a subscription and obtains the Subscription ID
• The external system makes a call to 'get_events' passing the Subscription ID and successfully retrieves the events related to the subscription
• The external system makes a subsequent call passing the Subscription ID and the page identifier obtained in the previous successful 'get_events' call
• The external gets a failure during the processing of the resultsThe external system calls the 'get_events' function passing the Subscription ID and the special page identifier 'lastRequested'. Oracle Field Service Cloud uses the value of the page parameter received in the previous call so that the external system receives events starting from the point just before the failure.
• This flow allows the external system restore the flow without losing the events due to the failure. In addition, it does not allow reprocessing of all the previous events that were already successfully processed.

Steps to Enable

No steps are required to enable this change.

Key Resources

• REST API for Field Service Cloud

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:

• Use it in an action link
• Move between instances
• Modify
• Rollback to a previous version
• Delete

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:

• You must upload a ZIP archive of the plug-in files.
• You can upload only the files of following types:
  • .html
  • .css
  • .js
  • .jpg
  • .jpeg
  • .png
  • .gif
  • .svg
  • appcache
• You can organize files in sub-directories, but you must have the "index.html" file in the root folder.
• Each file can be a maximum of 1 MB and the total size of the compressed archive must be less than 500 KB.
• You can have a maximum of 10 files or directories in the archive.

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:

• The user name of the user that uploaded the files.
• The date on which the archive is uploaded.
• A link to download the archive. To be able to use the plug-in, you must add it to an action link. See the Use a hosted plug-in in action link topic.

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.

5. 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.

6. Click OK on the Add action link window.
7. 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

• Administering Oracle Field Service Cloud
• Using Mobile Plug-in Framework

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:

• temporarily create an activity
• perform the search
• remove the activity after the search

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:

• Only one of the parameters (activity, activityId, or activitySearchFields) can be sent in each request. If more than one of the parameters is sent together then 400 error is returned.
• The ‘activityType’ field must be present as it specifies the activity features in Oracle Field Service Cloud.
• Depending on the configuration some other activity fields may be required:

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

• REST API for Field Service Cloud

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:

• init
• open
• wakeup

Format of 'securedData' field:

securedData field is an object, where:

• Each key is a String, which equals to the contents of "key" text input on the Add/Edit action link screen in Manage.
• Each value is a String, which equals to the contents of "value" text input for corresponding key on the Add/Edit action link screen in Manage.
• Order of entries is not guaranteed to be identical to order of key-value pairs on the Add/Edit action link screen in Manage.

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

• Administering Field Service Cloud
• Mobile Plug-in Framework

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:

• iOS 10 or later
• Location Services are available and enabled

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:

• Access must not prevent a user from tarting or launching of web application.
• The following iOS permissions must be enabled:
  • Location Services (precise location: GPS and network based))
  • Cellular Data
  • Camera
  • Photo Library
  • iCloud

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:

• Instance Name in domain "etadirect.com"
• Fully classified URL of Oracle Field Service Cloud Mobile instance.

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.

7. Enter the username and password to log in.

Key Resources

• Using Mobility Cloud Service