Field Service Cloud Release Notes Release August 2017 Service Update 28

Transcription

1 Oracle Field Service Cloud Release August 2017 Service Update 28

2 Field Service Cloud Oracle Field Service Cloud Part Number: E Copyright 2018, Oracle and/or its affiliates. All rights reserved Authors: The Field Service Cloud Information Development Team This software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by intellectual property laws. Except as expressly permitted in your license agreement or allowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license, transmit, distribute, exhibit, perform, publish, or display in any part, in any form, or by any means. Reverse engineering, disassembly, or decompilation of this software, unless required by law for interoperability, is prohibited. The information contained herein is subject to change without notice and is not warranted to be error-free. If you find any errors, please report them to us in writing. If this is software or related documentation that is delivered to the U.S. Government or anyone licensing it on behalf of the U.S. Government, the following notice is applicable: U.S. GOVERNMENT END USERS: Oracle programs, including any operating system, integrated software, any programs installed on the hardware, and/or documentation, delivered to U.S. Government end users are "commercial computer software" pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As such, use, duplication, disclosure, modification, and adaptation of the programs, including any operating system, integrated software, any programs installed on the hardware, and/or documentation, shall be subject to license terms and license restrictions applicable to the programs. No other rights are granted to the U.S. Government. This software or hardware is developed for general use in a variety of information management applications. It is not developed or intended for use in any inherently dangerous applications, including applications that may create a risk of personal injury. If you use this software or hardware in dangerous applications, then you shall be responsible to take all appropriate fail-safe, backup, redundancy, and other measures to ensure its safe use. Oracle Corporation and its affiliates disclaim any liability for any damages caused by use of this software or hardware in dangerous applications. Oracle and Java are registered trademarks of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark of The Open Group. This software or hardware and documentation may provide access to or information about content, products, and services from third parties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third-party content, products, and services unless otherwise set forth in an applicable agreement between you and Oracle. Oracle Corporation and its affiliates will not be responsible for any loss, costs, or damages incurred due to your access to or use of third-party content, products, or services, except as set forth in an applicable agreement between you and Oracle. The business names used in this documentation are fictitious, and are not intended to identify any real companies currently or previously in existence.

3 Contents Preface i 1 1 About the 1 2 Understanding browser support 2 About Browser Support 2 3 Deprecations and Removals 3 Definitions 3 Deprecations 3 Removals 5 Pre-Announcements: Deprecations and Removals 7 4 API 8 API enhancements 8 5 Administration 13 Administration enhancements 13 6 Capacity 20 Capacity Management enhancements 20 7 Collaboration 22 Collaboration enhancements 22 8 Daily Extract 23 Daily Extract reports enhancements 23

4 9 Mobility 24 Mobility enhancements Plug-in framework 27 Plug-in framework enhancements Parts Catalog 28 Parts catalog enhancements Smart Location 29 Smart Location enhancements Routing 30 Routing enhancements User Interface 32 Standardization of branding area Defects fixed 33 Overview 33 API 33 Core Manage 36 Mobility Oracle Field Service Cloud August 2017 Service Update 1 46 Overview 46 API 46 Core Manage 48 Mobility Oracle Field Service Cloud August 2017 Service Update 2 55 Overview 55 API 55 Core Manage 57

5 Routing Oracle Field Service Cloud August 2017 Service Update 3 61 Overview 61 Administration 61 API 66 Core Manage Oracle Field Service Cloud August 2017 Service Update 4 71 Overview 71 Administration 71 API 72 Core Manage Oracle Field Service Cloud August 2017 Service Update 5 74 Overview 74 API 74 Core Manage 74 Mobility 75 Urgent Service Updates Oracle Field Service Cloud August 2017 Service Update 6 77 Overview 77 Core Manage 77 Mobility Oracle Field Service Cloud August 2017 Service Update 7 79 Overview 79 API 79 Core Manage 79 Mobility 80 Smart Location 81 Urgent Service Updates Oracle Field Service Cloud August 2017 Service Update 8 83 Overview 83

6 Administration 83 API 84 Core Manage 84 Mobility 85 Routing Oracle Field Service Cloud August 2017 Service Update 9 86 Overview 86 Administration 86 Core Manage 86 Mobility 87 Routing Oracle Field Service Cloud August 2017 Service Update Overview 89 API 89 Core Manage 90 Mobility 91 Urgent Service Updates Oracle Field Service Cloud August 2017 Service Update Overview 94 API 94 Administration 94 Core Manage 95 Mobility 96 Urgent Service Updates Oracle Field Service Cloud August 2017 Service Update Overview 98 API 98 Core Manage 99 Mobility Oracle Field Service Cloud August 2017 Service Update Overview 103

7 API 103 Administration 104 Core Manage 104 Mobility 105 Routing 105 Urgent Service Updates Oracle Field Service Cloud August 2017 Service Update Overview 107 API 107 Core Manage 107 Mobility Oracle Field Service Cloud August 2017 Service Update Overview 111 API 111 Core Manage 112 Mobility 112 Reporting 114 Urgent Service Updates Oracle Field Service Cloud August 2017 Service Update Overview 116 API 116 Core Manage 117 Daily Extract scripts 119 Mobility Oracle Field Service Cloud August 2017 Service Update Overview 120 API 120 Core Manage 120 Routing 121 Urgent Service Updates Oracle Field Service Cloud August 2017 Service Update

8 Overview 122 Core Manage 122 Mobility 123 Routing Oracle Field Service Cloud August 2017 Service Update Overview 125 Core Manage 125 Mobility 125 One-Off Service Update Oracle Field Service Cloud August 2017 Service Update Overview 127 API 127 Core Manage 128 Mobility 128 Routing Oracle Field Service Cloud August 2017 Service Update Overview 130 Core Manage 130 Routing Oracle Field Service Cloud August 2017 Service Update Overview 132 Core Manage 132 Daily Extract Oracle Field Service Cloud August 2017 Service Update Overview 134 Core Manage 134 Mobility Oracle Field Service Cloud August 2017 Service Update Core Manage 135

9 40 Oracle Field Service Cloud August 2017 Service Update Overview 136 Mobility Oracle Field Service Cloud August 2018 Service Update Overview 137 Core Manage Oracle Field Service Cloud August 2017 Service Update One-Off Service Update 138 Revision History 139

10 Preface Preface This preface introduces information sources that can help you use the application and this guide. Oracle Applications Guides To find guides for Oracle Applications, go to the Oracle Help Center at Comments and Suggestions If you find an error or want to suggest enhancements to our documentation, please take one of the following surveys: For web-based user guide, For tutorials, Thank you for helping us improve our documentation. Preface This preface introduces information sources that can help you use the application and this guide. Oracle Applications Guides To find guides for Oracle Applications, go to the Oracle Help Center at Comments and Suggestions If you find an error or want to suggest enhancements to our documentation, please take one of the following surveys: For web-based user guide, For tutorials, Thank you for helping us improve our documentation. i

11 Chapter 1 1 About the describe new features, changes, and altered functionality, with brief overviews of these changes. Release Notes are cumulative. So, for example, the 18A, Service Update 6, includes the original 18A Release Notes and the for Service Updates 1, 2, 3, 4, 5, and 6. 1

12 Chapter 2 Understanding browser support 2 Understanding browser support Understanding browser support About Browser Support Oracle Field Service Cloud customers are required to remain on supported web browser platforms to ensure expected functionality and technical support. The Oracle Software Web Browser Support Policy defines Oracle Global policy. The specific details for Oracle Field Service Cloud supported browsers apply to customers on the latest generally available (GA) release and are available at Oracle Field Service Cloud Browser Support Policy. 2

13 Chapter 3 Deprecations and Removals 3 Deprecations and Removals Deprecations and Removals Definitions Deprecation means that although a feature or functionality is still available in the current Oracle Field Service Cloud release, Oracle plans to remove the feature or functionality in a future release. The release notes serve as notification that the feature or functionality will be removed in the specified future release. A deprecated feature or functionality will no longer be enhanced and generally does not receive bug fixes. Removal means that the feature or functionality is removed from Oracle Field Service Cloud and is no longer available for use. Additional Deprecation and Removal FAQs can be found on the CX portal at a_id/9376. Deprecations Functionality Deprecation: New Announcements The following functionality deprecations are new announcements: The "SOAP report" is deprecated with the August 2017 (17.8) release. The report will be removed with the February 2018 (18A) release. Functionality Deprecation: Previously Announced The following functionality deprecations have been previously announced. The Oracle Field Service Cloud hosted outbound IVR solution using Aspect [formerly Voxeo] and Avaya and the associated Voice Agent, used for the integration between Oracle Field Service Cloud and the IVR provider, is deprecated with the August 2016 release (16.8). Oracle will continue to support this platform with the current configuration; however, no changes or updates to the solution will be approved. Legacy TOA customers using this solution are advised to partner with an IVR provider to deliver the notifications and use the Outbound API to perform the integration. The use of JavaScript in property formatting (XSLT) is deprecated with the August 2016 (16.8) release. Property formatting will continue to be available but without the use of JavaScript. Customers using JavaScript in property formatting are advised to develop functionality using a plugin; information can be found in Section 6 of Field Service Cloud New Features. The Routing Screen is deprecated with the August 2017 (17.8) release. Starting with the February 2017 (17.2) release, routing configurations will use the Smart Routing screen. 3

14 Chapter 3 Deprecations and Removals Current Log View and File Management functionality is deprecated with the August 2016 (16.8) release. ETAworkforce (that is, ETAworkforce Cloud Service for Salesforce, ETAworkforce Connector Cloud Service for Salesforce, ETAworkforce for Field Technician, and ETAworkforce for Call Center) is deprecated with the August 2016 (16.8) release. Oracle will continue to support this product until the end-of-life (with removal planned for the August 2019 (19C) release); however, no additional functionality will be added to the product. Companies using ETAworkforce are advised to transition their integration using Oracle Field Service Cloud APIs and/or Oracle Integration Cloud Service (ICS). The geocoding configuration options (that is, geocoding type, run from, run to, interval, and ignore coordinates with accuracy less than) found in the Map Parameters section under Business Rules is deprecated with the August 2016 (16.8) release. Starting with the February 2017 (17.2) release, addresses will automatically be geocoded. Daily Extract Files (formerly known as Datawarehouse Files or DWH) using CSV or special formatting (non-xml, pipe, special characters, etc) are deprecated with the February 2017 (17.2) release. Customers should migrate to the native XML format prior to the August 2017 (17.8) release. The Daily Extract Files can be configured using the Configuration screen in Oracle Field Service Cloud Core Manage. Customers are advised to perform these changes in TEST prior to making them in PROD. Additional information about migrating the files can be found on the CX portal ( MD5 authentication support, used by SOAP APIs, is deprecated with the February 2017 (17.2) release. MD5 authentication support is planned for removal with the August 2019 (19C) release. Customers are advised to use SHA256 for a more secured authentication. The Daily Extract File entity = GPS Data Fields (native filename = gpsman) is deprecated with the February 2017 (17.2) release. The GPS Data Fields entity is planned for removal with the August 2017 (17.8) release. Customers are advised to update their Daily Extract processing logic to exclude this entity after the August 2017 (17.8) Production update. As a reminder, the Notification Firewall functionality previously used to prevent Outbound Messages from being sent to an external system was deprecated and removed from Core Manage in release 4.5. The planned removal will be in the February 2018 (18A) release. Clients with Notification Firewall configurations are advised to implement those rules in their middleware or using standard notification functionality found in Core Manage (i.e. external systems, message steps, blocking conditions). API Deprecation: New Announcements The following API deprecations are being announced with the August 2017 (17.8) release: The routecreated event in the Core API is deprecated with the August 2017 (17.8) release with removal planned for August 2018 (18C). API Deprecation: Previously Announced The following API deprecations have been previously announced. The Activity Management API v3 is deprecated with the August 2016 (16.8) release. Clients are advised to use the Core API. The Mobile Client v3 is deprecated with the August 2016 (16.8) release. Clients are advised to use the Core API. 4

15 Chapter 3 Deprecations and Removals The Resource Management API v3 is deprecated with the August 2016 (16.8) release. Clients are advised to use the Core API. The Parts Catalog API v1 is deprecated with the August 2016 (16.8) release. Clients are advised to use Parts Catalog API v2. Removals Removal Announcements: February 2017 The following items were removed in the February 2017 (17.2) release. Functionality removals: The ability to obtain the Daily Extract Files (formerly known as Datawarehouse Files or DWH) from the Core Manage GUI (for example Log View), FTP/sFTP/FTPS or any alternative method was removed with the February 2017 (17.2) release. Clients were advised to migrate to the Core API. The Log View and File Management screens were removed. If you are using one of those screens to access the Daily Extract Files, we advise you to use the Core API. The use of JavaScript in property formatting (XSLT) was removed with the February 2017 (17.2) release. Property formatting will continue to be available but without the use of JavaScript. Customers using JavaScript in property formatting are advised to develop functionality using a plugin. The geocoding configuration options (that is, geocoding type, run from, run to, interval, and ignore coordinates with accuracy less than) found in the Map Parameters section under Business Rules were removed with the February 2017 (17.2) release. Starting with the February 2017 (17.2) release, addresses will automatically be geocoded. API removals: The Activity Management API v1 and v2 were removed in the February 2017 (17.2) release. Clients are advised to use the Core API. The Mobile Client API v1, v2 and v3 were removed in the February 2017 (17.2) release. Clients are advised to use the Core API. The Resource Management API v1 and v2 were removed in the February 2017 (17.2) release. Clients are advised to use the Core API. Removal Announcements: August 2017 The following items are removed in the August 2017 (17.8) release. Functionality removed: The Routing screen is removed. Routing configurations will now use the Smart Routing screen. 5

16 Chapter 3 Deprecations and Removals The Daily Extract Files (formerly known as Datawarehouse Files or DWH) using CSV or special formatting (non-xml, pipe, special characters, etc) are removed. The Daily Extract Files using XML format can be configured using the Configuration screen in Oracle Field Service Cloud Core Manage. Customers are advised to perform these changes in TEST before making them in PROD. Additional information about migrating the files can be found on the CX portal ( detail/a_id/9579/). The Daily Extract File entity = GPS Data Fields (native filename = gpsman) is removed. Customers are advised to update their Daily Extract processing logic to exclude this entity after the August 2017 (17.8) Production update. APIs removed: The Parts Catalog API v1 is removed. Clients are advised to use Parts Catalog API v2. The External Trigger API is removed. This API is used in conjunction with the IVR Notification Method used in Message Scenario configuration. Clients are advised to use Core API and/or configure a new Notification Method to communicate with an external IVR. Removal Announcements: February 2018 The following items are scheduled to be removed in the February 2018 (18A) release. Functionality removal: The Oracle Field Service Cloud hosted outbound IVR solution using Aspect [formerly Voxeo] and Avaya and the associated Voice Agent, used for the integration between Oracle Field Service Cloud and the IVR provider, will be removed with the February 2018 (18A) release. Legacy TOA customers using this solution are advised to partner with an IVR provider to deliver the notifications and use the Outbound API to perform the integration. The IVR Notification Method, used in Message Scenario configuration, will be removed with the February 2018 (18A) release. Clients can configure a new Notification Method to communicate with an external system and/or IVR. The "SOAP report" will be removed with the February 2018 (18A) release. API removal No API removals are scheduled in the February 2018 (18A) release. Removal Announcements: August 2018 The following items are scheduled to be removed in the August 2018 (18C) release: Functionality removal - No functional removals are scheduled in the August 2018 (18C) release. API removal - The routecreated Event in the Core API will be removed with the August 2018 (18C) release. 6

17 Chapter 3 Deprecations and Removals Removal Announcement: August 2019 The following items are scheduled to be removed in the August 2019 (19C) release. Functionality removal: ETAworkforce (that is, ETAworkforce Cloud Service for Salesforce, ETAworkforce Connector Cloud Service for Salesforce, ETAworkforce for Field Technician, and ETAworkforce for Call Center) will be end-of-life and removed with the August 2019 (19C) release. Oracle will continue to support this product until the end-of-life; however, no additional functionality will be added. Companies using ETAworkforce are advised to transition their integration using Oracle Field Service Cloud APIs and/or Oracle Integration Cloud Service (ICS). MD5 authentication support, used by SOAP APIs, will be removed with the August 2019 (19C) release. Customers are advise to use SHA256 for a more secured authentication. API removal No API removals are scheduled in the August 2019 (19C) release. Pre-Announcements: Deprecations and Removals Pre-announcements are included to provide forward-looking guidance on what is being considered for future deprecation and removal. Deprecation pre-announcements No deprecation planning announcements are being made for functionality or APIs at this time. Removal pre-announcements include the following: No removal pre-announcements are being made for functionality at this time. Removal pre-announcements are being made for the following APIs. The Activity Management API v3 removal is planned with the August 2018 (18C) release. Clients are advised to use the Core API. The Resource Management API v3 removal is planned with the August 2018 (18C) release. Clients are advised to use the Core API. 7

18 Chapter 4 API 4 API API API enhancements The August 2017 (17.8) release includes the following enhancements for API. Events API improvements: A number of events API improvements have been made to improve and simplify integration. The following updates were made: 'Create subscription' endpoint changes: It is now possible to specify: List of fields to monitor for changes - so that the event gets published only if one or more of the fields in the list are updated. Filter expression - events that do not match it will not get 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: The parameter 'events' of the root object is now optional, as long as new parameter 'subscriptionconfig' is specified. New parameter 'subscriptiontitle' added. It may be used to distinguish a subscription from the others. New parameter 'subscriptionconfig' is added. It is optional array of objects. Create subscription request validation: The request fails if: user has no write permission for core-events or neither "events" parameter in request root, nor "subscriptionconfig" elements are specified, both "events" parameter in request root and "subscriptionconfig" are specified at once either "events", or "subscriptionconfig" lists are empty events contains events that do not exist, for example, "activitynompleted" subscriptionconfig/idx/ - each element of subscription config to be checked subscriptionconfig/idx/events events is empty array or is absent events contains events that do not exist, e.g. "activitynompleted" events contains events for different entities (for example, "events" : ["activitycreated", "inventorycreated"] is not valid) subscriptionconfig/idx/filterexpression filterexpression is not a valid expression (see 'filterexpression' field syntax section) 8

19 Chapter 4 API filterexpression contains fields/properties which do not exist "(doesnotexist == "something") filterexpression contains fields/properties for a wrong entity, e.g. resource name in activity event filter subscriptiontitle is specified and is an empty string, or is longer than the maximum of 255 characters 100 subscriptions are already active (created but not deleted / expired) New endpoint: Get subscription list : This new endpoint retrieves the list of created subscriptions in order to manage them: GET /rest/ofsccore/events/subscriptions/ This operation returns the list of subscriptions based on the following parameters: Request parameters: ALLSUBSCRIPTIONS - boolean, default: false if FALSE - then only the subscriptions created by the calling application are returned if TRUE - then all subscriptions in the system will be returned, even if they were created by other applications (and so are not controlled by the calling application) Response parameters: The response contains two fields "items" and "links": ITEMS - array of subscriptions, where each item has: SUBSCRIPTIONID - id of this subscription and SUBSCRIPTIONTITLE - optional title of this subscription this field is present only if passed to the "Create subscription" operation. APPLICATIONID - Application that has created this subscription. CREATEDTIME - time this subscription was created. Format: "YYYY-MM-DD HH:MM:SS" (UTC). EXPIRATIONTIME - time this subscription will expire if not used anymore. Format: "YYYY-MM- DD HH:MM:SS" (UTC). EVENTS - array of event types. Only present if passed to the "Create subscription" operation. Same format as passed to the "Create subscription" operation. SUBSCRIPTIONCONFIG - Array of event subscription config items. Only present if passed to the "Create subscription" operation. Same format as passed to the "Create subscription" operation. links - array of links - should contain links to "get events" operation, "canonical" link, and so on. Get subscription endpoint changes: The existing "Get subscription" endpoint now returns additional elements: GET /rest/ofsccore/events/subscriptions/{subscriptionid}. Prior to this change it returned only the SUBSCRIPTIONID, EVENTS, and LINKS elements. Now it returns additional fields: SUBSCRIPTIONID - id of this subscription (same as before) SUBSCRIPTIONTITLE - optional title of this subscription. Only present if passed to the "Create subscription" operation. APPLICATIONID - Application that has created this subscription. CREATEDTIME - time this subscription was created. Format: "YYYY-MM-DD HH:MM:SS" (UTC) EXPIRATIONTIME - time this subscription will expire if not used anymore. Format: "YYYY-MM-DD HH:MM:SS" (UTC) 9

20 Chapter 4 API EVENTS - array of event types. (same as before) Only present if passed to the "Create subscription" operation. Same format as passed to the "Create subscription" operation. SUBSCRIPTIONCONFIG - Array of event subscription config items. Only present if passed to the "Create subscription" operation. Same format as passed to the "Create subscription" operation. Response: Response contains no body. Only the HTTP status code is returned: status 204 "No content" - if subscription is deleted status 404 "Not found" - if no such subscription is found status 403 "Not authorized" - if trying to delete a subscription that was created by another application New endpoint: Delete subscription : It might be necessary when the limit of one hundred active subscriptions reached. As soon as some subscription(s) deleted it will allow new one to be created. DELETE /rest/ofsccore/ events/subscriptions/{subscriptionid} Request parameters: subscriptionid - Id of the subscription to be deleted - path parameter. Request contains no body and no query parameters. HTTP basic authentication option for outbound API With the August 2017 (17.8) release, users can either use the standard HTTP header 'Authorization' or the <user> SOAP structure to send user credentials in the HTTP request. This provides greater flexibility when integrating to external systems that require authorization in the HTTP header. Steps to enable: The Allow basic access authentication check box has been added to the Message Scenario, Delivery Channel screen to cater to this solution. When the check box is selected, the outbound methods (such as send_message, drop_message, get_message_status methods) send the standard HTTP header 'Authorization' with base64-encoded user credentials (standard basic access authentication). Also, the <user> SOAP structure is sent in the body of the request. The client application can either use the standard HTTP header 'Authorization' or the <user> SOAP structure to send user credentials in the request. When the check box is not selected, the standard HTTP header is not used in the request and the client application can use the <user> SOAP structure for authentication. Removal: Access to the following functionality has been removed with August 2017 (17.8) release: External Trigger API: External API access is removed from the 'Application screen within the API access settings. Parts Catalog v1: Customers are advised to move to v2: Changes to Message scenario configuration: IVR Delivery Channel is not available in message step Add/Edit dialog as this is no longer an API to initiate the scenario. REST API additions: The following REST methods have been added to more effectively and efficiently access and manage quota and capacity-related data via an API: GET /rest/ofsccapacity/v1/capacity/: The purpose of this operation is to return the maximum capacity available according to working calendars and capacity that is expected to be currently available. It allows: extracting data from the "day" and "capacity category" levels using a single call defining fields to be returned for each of these levels 10

21 Chapter 4 API extracting data for multiple areas (separately or aggregated) extracting data for multiple days GET /rest/ofsccapacity/v1/quota/: The purpose of this operation is to fetch the booking quota. The NULL and 0 values of quota are handled differently - NULL indicates no restriction while 0 indicates no booking allowed. Therefore it is necessary to explicitly pass the NULL value when it is required to clear a particular quota value. PATCH /rest/ofsccapacity/v1/quota/: This operation updates the booking quota. GET /rest/ofsccapacity/v1/bookingstatuses/: This operation will get the booking statues for one or multiple capacity areas and dates with a single request. PATCH /rest/ofsccapacity/v1/bookingstatuses/: This operation will close/open booking for one or multiple capacity areas and dates with a single request. GET /rest/ofsccapacity/v1/bookingclosingschedule/: This operation will retrieve a booking closing schedule for one or multiple capacity areas. PATCH /rest/ofsccapacity/v1/bookingclosingschedule/: This operation will update a booking closing schedule for one or multiple capacity areas. The following metadata REST methods have been added: GET rest/ofscmetadata/v1/capacitycategories: This operation retrieves capacity categories. GET rest/ofscmetadata/v1/capacitycategories/{label}: This operation will retrieve a capacity category that has a particular label. PUT rest/ofscmetadata/v1/capacitycategories/{label}: This operation will update a capacity category that has a particular label. DELETE rest/ofscmetadata/v1/capacitycategories/{label}: This operation will delete a capacity category that has a particular label. The following REST methods have been added to an ofscmetadata node in order to access capacity areas-related data via API: GET /rest/ofscmetadata/v1/capacityareas/: This function returns all the data required to show a tree/list of capacity areas and implement the navigation. This function also returns all the attributes of a given capacity area or a group. Here are some examples of REST method requests and what they return: GET /rest/ofscmetadata/v1/capacityareas/ Selects all known capacity areas and groups Returns default fields Returns links GET /rest/ofscmetadata/v1/capacityareas/?expand=all&links=none Selects all known capacity areas and groups Returns default fields Expands all dependencies and returns default fields 11

22 Chapter 4 API Suppresses returning of links GET/rest/ofscMetadata/v1/capacityAreas/? fields=category.name,category.status&activeonly=true&expand=all&links=none Selects all known active capacity areas and groups Returns name and status of the categories Expands all dependencies and returns default fields Suppresses returning of links GET /rest/ofscmetadata/v1/capacityareas/120344/ Selects only one area or group (that has label = ) Returns default fields Returns links GET/rest/ofscMetadata/v1/capacityAreas/area1/?fields=name, parent.name,categories,category.status&expand=all&links=none Selects only one area or group (that has label = "area1") Returns particular fields Expands all dependencies Suppresses returning of links 12

23 Chapter 5 Administration 5 Administration Administration Administration enhancements The August 2017 (17.8) release includes the following enhancements for Administration: Baidu maps support: Previously, Google Maps and Oracle Maps were only supported. Currently, Baidu Maps is also supported. Baidu Maps is available starting with the August 2017 (17.8) production release. The following features are included: Address geocoding using Baidu Map presentation in Core Manage, Mobility, Quota, and Collaboration using Baidu Map tiles The following steps are included to enable the feature: Baidu Maps and Geocoding are enabled and available if Baidu is part of your subscription. Note: Baidu Maps is available for provisioning and use after the 17.8 Production upgrade is complete. After Baidu Maps is provisioned, the current map service (Oracle Maps or Google Maps) is no longer available for use. Users must manually set the Baidu browser and server keys after 'Baidu Maps support' is enabled. Baidu related fields on configuration screen are visible only when 'Baidu Maps support' is enabled. You can view this information in the About Product screen. Map layers management: The management of map layers is enhanced. This feature lets you perform the following tasks: Manage visibility of custom map layers for different user types Manage shapes uploading through the Core Manage Interface Provides URL and user credentials to remote host through UI (Basic authentication may be used to download shape file) Change shape fields to be displayed on hint on Map in Mobility Monitor population progress For more information about map layers, see the Administering Field Service Cloud guide. Removal of inactive resources: Resources that have an inactive status for more than 12 months will be automatically removed from the application to improve performance and remove clutter from the resource tree. The following rules are applied: Resource Type Role = Field Resource, Vehicle or Tool will be deleted and removed if: resource has inactive status resource was last updated more than 12 months ago resource does not have activities in future days (non-scheduled activities, teamwork, and so on) resource is not used in visibility conditions in User types configuration (via pid or external_id ) 13

24 Chapter 5 Administration Update means: resource is not used in blocking conditions of Message steps (via external_id ) resource is not used in conditions of Filters (via external_id ) resource does not have related user whom uid is used in visibility conditions in User types configuration 2. Resource Type Role = Bucket or Organizational Unit will be deleted and removed if: resource has inactive status resource was last updated more than 365 days ago any field/property for resource was changed resource calendars were changed resource work zones were changed resource locations were changed resource inventories were changed resource time slots were changed resource capacity categories were changed resource routing profiles were changed visibilities between users and this resource were changed resource does not have any children resource does not have activities in future days resource is not used in visibility conditions in User types configuration (via pid or external_id ) resource is not used in blocking conditions of Message steps (via external_id ) resource is not used in conditions of Filters (via external_id ) resource does not have related user whom uid is used in visibility conditions in User types configuration any field/property for resource was changed resource calendars were changed resource locations were changed resource work zones were changed resource inventories were changed resource associated as Field Resource for some user visibilities between users and this resource were changed ICS adapter enhancements: In the August 2017 (17.8) release, the integration capabilities and APIs have been expanded to allow you to easily integrate with back-end systems. In the ICS integration expansion, the integration layer now supports capacity (activitybookingoptions) in addition to adding Search Activities, User Events and Resource Inventory Events operations. The Event API, part of Core API, allows subscriptions to events and receive notifications in near real-time. Users can now do the following: Create/Update/Delete events of user and resource inventory. Search for an activity using the 'Search Activity' operation. Check if an activity can be booked using the 'Get Activity Booking Options' operation. Add new customer properties and use them in the ICS mapping screen by refreshing the meta-data. 14

25 Chapter 5 Administration Statistics control on resource type and display initial ratio: This enhancement includes a set of changes made to the Statistics Parameters section in the Configuration, Resource Type screen: The Use durations reported to enhance company-wide estimations check box and Do not consider reported data of the first _working days for statistic estimations field are also considered for Travel statistics. Both Use durations reported to enhance company-wide estimations check box and Do not consider reported data of the first _working days for statistic estimations field are not dependent on the Personalize the estimation of activity duration check box. The Do not consider reported data of the first _working days for statistic estimations field is enabled only after you select the Use durations reported to enhance company-wide estimations check box. The text for the Use durations reported to enhance company-wide estimations check box is changed to Use data reported to enhance company-wide estimations. The Aggregate method is removed from the Work Statistics report. The Initial Ratio for Activity Duration field in the Resource Info screen is displayed as read-only even after modification and the value is rounded to the nearest natural number. Visibility configuration for tabs and sections in Visual Form Editor: In the previous releases, it was possible to configure Tab and Section visibilities for Mobility but the configurations were not applied. With the August 2017 (17.8) release, the Tab and Section visibility configurations in Mobility will be applied. To maintain backwards compatibility for existing Tabs and Sections visibilities, configurations will be substituted with a default unconditional visibility. File properties configuration improvement: Earlier, when you tried to create or modify a File type of property, the Add New Property and Modify Property dialogs displayed four options File element, Signature element, Image element, and Capture image element. Now the Image element and Capture image element options are merged into one option Image element. This means that the ability to capture an image using the device is now available with the Image element option. As a result, the MIME type configuration settings are removed. The default image size is increased to 1000 x 1000 pixels. On the same screen, the option to configure custom file types File element now includes the mandatory field File size limit. Specify the maximum size of the file that can be uploaded. When upgraded from a previous version, the existing file properties will be set to 5 MB. Further, existing files stored in the properties are not affected in any way. Metadata API. Property related functions remain fully backward compatible. This feature includes the following changes: A new optional field 'filesizelimit' is added to the property schema. The default value of 5 MB is used if not specified in the request. Create/replace property (PUT): When a property of type 'file' with GUI type 'file element', is created, the default value of file size 5 MB is used. (For the replace function, the size is changed to the default value if the value is not specified in the request.) MIME type is not required for the Image GUI, it is ignored when it is sent and it is not returned for this GUI type. Expression validation and support for default values and validation rules in Visual Form Editor: With August 2017 (17.8) release, changes have been made to the mobile activity and inventory screen configurations. It is now possible to configure Field and properties with default values and validation rules allowing companies to build screen configurations that ensure field resources are capturing the information to meet specific business needs. This feature provides the following capabilities: Add default value for fields and properties: A default value is an auto-calculated value of field/property based on defined business rules and dependent on values of other fields and properties. A default value is represented as an expression filled into the corresponding configuration field. It is designed to simplify the user s work by eliminating the necessity to enter values. 15

26 Chapter 5 Administration Add a validation rule for fields and properties: A validation rule is a restriction applied to some property or field that might be configured using values of other properties or fields, numbers or words, comparison, arithmetic or additional operators. It is designed to point out to a user that data entered was incorrect. The configuration also allows validation error messages to be configured; it is now possible to notify users with a specific message if the validation fails. Use expressions for configuration of visibility and value visibility for fields and properties: Expressions provide a new extended way to configure visibility and value visibilities for fields and properties. It is designed to provide new configuration capabilities as well as simplify configuration by removing a need to create new properties used just as configuration elements to with conditions to show/hide other elements. A variety of expressions are now available including: variables/values, special operators (contains, in, between), arithmetic operators (+, -, *, /), comparison operators (=, <>, <, >, <=, >=), logical operators (or, and) and functions (if, now, empty, and concat). Set date and time of actions. Visibility conditions can be entered as formula expression: A formula can also be used to configure the visibility settings of an item. In the Visibility section, add a new visibility rule, or open an existing visibility rule. Date and time of performed actions might be automatically calculated to increase both compliance and transparency of daily work done by Technicians. For more information about using default values and validation rules, see the Administering Field Service Cloud guide. Three field login screen redesign: This updated login portal page of the Oracle Field Service Cloud user interface now has an updated look and feel for users using the three-field page. Grouping for visibility conditions of context items and values: This feature has enhanced the display of context items and values in the Visual Form Editor. Visibility settings for property values are shown as groups, providing a better display of complex layout configurations. For example if a user wants to modify an existing set of values, clicking the row with the values will open the Properties dialog. The user may enable or disable the check boxes for these values. If the user wants to add new values, clicking the Add new link opens the dialog. The user can enable or disable the check boxes for the values and configure all the conditions again. A new group will appear in the list showing the result of the user s recent action and it will be retained until the layout is saved. Once saved, all values with identical conditions will be grouped together. Message scenario improvements: Message Scenarios now include the ability to deliver notifications using Collaboration. Messages can automatically be delivered to defined users, user groups and help desks based on message scenario-conditions. The following changes have been made to the Message Scenario module: Collaboration has been added as a delivery channel in the scenario step: Using collaboration as a delivery channel, you can send alerts of different types of events or situations to collaboration users (for example: technicians (or resources), help desk operators, and user groups). Also, you can broadcast notifications or alerts to collaboration user groups or help desk groups on occurrence of an event or when a predefined condition is met. Once selected, collaboration as a delivery channel, user will have the option to select the recipient as a: Resource: The resource associated with the launch condition defined in the message scenario. When a resource is selected as the recipient, the application delivers the message to the resource associated with the launch condition. If a resource does not have the permission to access Collaboration, the message is not delivered to the user, message scenario returns the status, "false method". Static address: Any Collaboration user, users in a user group, or operators of a help desk group. When static address is selected as the recipient, the message is delivered to the collaboration user / user group / help desk group based on the user selection. The user can search the user / user group / help desk names with a minimum of three letters. Language & Time zone option: Time zone: The application uses the Language and Time Zone of the user associated with the resource. 16

27 Chapter 5 Administration Language: The application delivers the message to each recipient according to the recipient user's language. Customers have an option to configure the content in the company specific languages. User must make sure that the content in the recipient s language is configured properly in the Patterns tab. Note: Oracle Field Service Cloud checks the Pattern tab; if the content is available in the recipient s language, this content is delivered to the user. If the content for a recipient's language is not available, the default language of the company is chosen as the recipient's language and the content in the default language is delivered as a message. If the content for the default language is also not configured, English language is considered as the recipient's language and the content in English language will be delivered as a message. Message Status: Message scenario with collaboration channel supports the New, False method, Obsolete, Sent, and Failed statuses. Collaboration Alert Message All these alerts from message scenario will come as a collaboration notification in collaboration window with below properties. All alerts from message scenario will be grouped under the same collaboration window System message. Chats in the collaboration window presents the Subject and Body content configured in the message scenario. If no content is configured, a blank chat message is delivered to the recipient. Users only have the option to view these alerts; there is no option to reply to this message. Users have the option to leave the message if they want to remove this from the collaboration active chat list. Once left, these messages are available in the chat history. Setting Tab improvements: Components from the Message Parameters section are moved to the Step Info section. Notification Time section has been moved to the right-hand side of the screen. Number of attempts on failed status and Number of attempts on 'sent' status fields are moved to the Notification Time section. If Collaboration is selected as a delivery channel, you can either select Recipient or Use Static Address. Using the Use Static Address option, you can either select a user, a user group, or a help desk group. Changes in Events API: Messages triggered from a message scenario are included in the Events API for collaboration events. The chatmessagesent and chatupdated events have been modified. The key changes are: A new field, Application in chatmessagesent This field represents application from which the chat is triggered, an internal or external application. Text has both, the message subject and body separated by a space delimiter. Details of chatmessagesent are as follows: eventtype Type of the event (string), value is: "chatmessagesent" application This field is present only when the chat is triggered from an internal or external application (string). For example, when the message is triggered from a message scenario, this value will be 'message_scenario' time Time of the event in UTC time zone (string). Format is "YYYY-MM-DD HH:MM:SS" 17

28 Chapter 5 Administration user Login ID of the user who triggered this event (string). This is not applicable for chats triggered by message scenarios. chat This record contains the chat/broadcast related key fields. The fields are as follows: chatid Id of the chat/broadcast (string). This is the unique id for each chat/broadcast in the collaboration server. startedby Login of the user who started the chat/broadcast (string). This will not be applicable for chats triggered by message scenario startedtime Time when the chat/broadcast was started in UTC time zone (string). Format is "YYYY-MM- DD HH:MM:SS" helpdeskname Name of the helpdesk (string). (This field is present only for helpdesk chats) type Type of broadcast (string). Values are "group-broadcast", "location-broadcast" and "activitybroadcast". (This field is present only for broadcasts) expiretime Time when the broadcast will expire (string). Format is "YYYY-MM-DD HH:MM:SS". (This field is present only for broadcasts). Value is absent for broadcasts without expiry messsage This record contains the message related key fields. The fields are: messageid The Id of this message in the collaboration server (long) sequencenumber The sequence number of the message in this chat/broadcast (long) text The text content of the message (string). In case of a message scenario the text will be reflected with subject and body of the message configured in the message scenario. There will be a space delimiter between Subject and body. needacknowledgement field showing if acknowledgement is enabled for this message (Boolean). This field is present only for broadcasts. Absent for messages without acknowledgement option. attachment This record contains the attachment related key fields. (This field will not be present if there is no attachment.) transaction This record contains the transaction related key fields. (This field will not be present if there is no transaction.) participants This record contains details of the participants in the chat/broadcast (This field is present only when the message is the first message of a chat/broadcast). Each participant is represented using the following fields: name Name of the participant (string) login User login of the participant (string) invitedby User login of the user who invited this participant to chat (string). This will not be applicable for chats triggered by message scenario. invitedtime Time when this participant was invited to chat (string). Format is "YYYY-MM-DD HH:MM:SS" Details of chatupdated are as follows: eventtype Type of event (string), value is: "chatupdated" 18