Field Service Cloud Release Notes Release 18D (November 2018) Service Update 10

Transcription

1 Oracle Field Service Cloud Release 18D (November 2018) Service Update 10

2 Field Service Cloud Oracle Field Service Cloud Part Number: E Copyright 2019, 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 8 4 New Features and Enhancements 9 New Features in This Release 9 5 Defects Fixed 10 Overview 10 Administration 10 API 11 Core Application (Core Manage + Mobility) 12 Routing 13 6 Service Update 1 14 Overview 14 Administration 14 Routing 14

4 7 Service Update 2 16 Overview 16 Administration 16 Routing 16 8 Service Update 3 17 Overview 17 Collaboration 17 Core Application (Core Manage + Mobility) 17 Reports 18 Routing 18 9 Service Update 4 19 Overview 19 Administration 19 API 19 Core Application (Core Manage + Mobility) 20 Daily Extract Service Update 5 21 Overview 21 Core Application (Core Manage + Mobility) 21 Daily Extract 21 Mobile Plug-In Framework 22 Routing Service Update 6 23 Overview 23 API 23 Core Application (Core Manage + Mobility) 23 Quota 24 Routing Service Update 7 25 Overview 25

5 API 25 Core Application (Core Manage + Mobility) 26 Quota 26 Routing Service Update 8 28 Overview 28 API 28 Core Application (Core Manage + Mobility) 28 Quota Service Update 9 30 Overview 30 API 30 Core Application (Core Manage + Mobility) 31 Routing Service Update Overview 33 API 33 Collaboration 33 Core Application (Core Manage + Mobility) 34 Daily Extract 34 Quota 35 Revision History 36

6 Preface Preface This preface introduces information sources that can help you use the application and this guide. Using Oracle Applications To find guides for Oracle Applications, go to the Oracle Help Center. Documentation Accessibility For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website. Videos included in this guide are provided as a media alternative for text-based topics also available in this guide. Contacting Oracle Access to Oracle Support Oracle customers that have purchased support have access to electronic support through My Oracle Support. For information, visit My Oracle Support or visit Accessible Oracle Support if you are hearing impaired. Comments and Suggestions Please give us feedback about Oracle Applications Help and guides. Please take one of the following surveys: For web-based user guide, Web-based User Guide Survey For tutorial feedback, Tutorial Survey i

7 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 18D, Service Update 6, includes the original 18D Release Notes and the for Service Updates 1, 2, 3, 4, 5, and 6. 1

8 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

9 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 being announced with this release: The Legacy API Authentication option in the User Type screen is deprecated with the 18D (November 2018) release. Customers are advised to use the Client_ID/Secret Authentication and OAuth2 supported by the REST and SOAP APIs. These options can be configured using the Configuration - Applications option. The removal is planned for the 19C (August 2019) release. Note: The removal of the Legacy API Authentication option aligns with the removal of the MD5 Authentication. The Oracle Net Listener connection option to DBaaS is deprecated with the 18D (November 2018) release. The removal is planned for the 19A (February 2019) release. Customers are advised to switch to Oracle Rest Data Service (ORDS). Functionality Deprecation: Previously Announced The following functionality deprecations have been previously announced. The "SOAP report" is deprecated with the August 2017 (17.8) release. The report will be removed with the 18A (February 2018) release. 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, 3

10 Chapter 3 Deprecations and Removals 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. 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. API Deprecation: New Announcements The following API deprecations are being announced with this release: The SOAP based Smart Location API is deprecated with the August 2018 (18C) release. Clients are advised to use the REST based Smart Location API. The SOAP based Smart Location API is planned for removal with the 20A (February 2020) release. 4

11 Chapter 3 Deprecations and Removals API Deprecation: Previously Announced The following API deprecations have been previously announced. The routecreated event in the Core API is deprecated with the August 2017 (17.8) release with removal planned for August 2018 (18C). 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. 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. 5

12 Chapter 3 Deprecations and Removals Removal announcements: August 2017 The following items were removed in the August 2017 (17.8) release. Functionality removal: The Routing screen was removed with the August 2017 (17.8) release, so routing configurations will use the Smart Routing screen. The Daily Extract Files (formerly known as Datawarehouse Files or DWH) using CSV or special formatting (non-xml, pipe, special characters, etc) was removed with the August 2017 (17.8) release. 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 prior to making them in PROD. Additional information about migrating the files can be found on the CX portal ( The Daily Extract File entity = GPS Data Fields (native filename = gpsman) was removed 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. API removal: The Parts Catalog API v1 was removed with the August 2017 (17.8) release. Clients are advised to use Parts Catalog API v2. The External Trigger API was removed with the August 2017 (17.8) release. 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 were removed in the February 2018 (18A) release. Functionality removed: 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, were 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, were 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" was removed with the February 2018 (18A) release. API removal No API removals were scheduled in the February 2018 (18A) release. Removal Announcements: May 2018 No functional removals are scheduled in the 18B (May 2018) release. 6

13 Chapter 3 Deprecations and Removals 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. Removal Announcements: November 2018 The following items are scheduled to be removed in the November 2018 (18D) release: Functionality removal: The Notification Firewall functionality will be removed with the November 2018 (18D) release. Clients with Notification Firewall configurations are advised to implement those rules in their middleware or use the standard notification functionality found in Core Manage (such as external systems, message steps and blocking conditions). The Resource User Relation Report will be removed. API removal: No API removals are scheduled in the 18C (November 2018) release. Removal Announcements: February 2019 The following items are scheduled to be removed in the February 2019 (19A) release: Functionality removal - No functional removals are scheduled in the February 2019 (19A) release. API removal : The Activity Management API v3 will be removed with the February 2019 (19A) release. Clients are advised to use the Core API. The Resource Management API v3 will be removed with the February 2019 (19A) release. Clients are advised to use the Core API. 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). 7

14 Chapter 3 Deprecations and Removals 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. The Legacy API Authentication option in the User Type screen is being removed with the 19C (August 2019) release. Customers are advised to use the Client_ID/Secret Authentication and OAuth2 supported by the REST and SOAP APIs, which are available on the Configuration - Applications screen. API removal No API removals are scheduled in the August 2019 (19C) release. Removal Announcement: February 2020 The following items are scheduled to be removed in the February 2020 (20A) release: Functionality removal: Inheritance of Resource work zone, work skill, and calendars are planned for removal with the February 2020 (20A) release. Work skills, work zones, and calendars should be directly assigned to resources. API removal: The SOAP based Smart Location will be removed with the 20A (February 2020) release. Clients are advised to use the REST based Smart Location API. 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 No removal announcements are being made for functionality or APIs at this time. 8

15 Chapter 4 New Features and Enhancements 4 New Features and Enhancements New Features and Enhancements New Features in This Release See the What s New document for the list of new features and enhancements implemented in release 18D (November 2018). 9

16 Chapter 5 Defects Fixed 5 Defects Fixed Defects Fixed Overview This section describes the defects fixed in release 18D (November 2018). Administration API Core Application (Core Manage + Mobility) Routing Administration Work zones removed without any description Description: For some activities, work zones were removed without adding any description. This defect is fixed. Resolution: Now the work zones are not removed without adding a description. Enumeration elements with same condition split Description: Sometimes enumeration elements with the same visibility conditions were not grouped together on the Visual Form Editor screen. They were split into to sets with the same conditions, but in a different order. This defect is fixed. Resolution: Now enumeration elements with the same visibility conditions are grouped together. No "Confirm Password" field on Modify Channel screen Description: The "Confirm Password" field was not displayed on the Modify Channel screen for Business Intelligence Cloud Service Access, Oracle Analytics Cloud Service Access, and Database as a Service Access channel types. The field was displayed on the Add Channel screen. This defect is fixed. Resolution: Now the "Confirm Password" field is displayed on the Modify Channel screen for all types of channels. 10

17 Chapter 5 Defects Fixed Use as Capacity Area can be set as mandatory Description: The "Use as Capacity Area" <'pcapacity_bucket> field on the Resource Info screen could be set with Mandatory visibility. This defect is fixed. Resolution: Now the "Use as Capacity Area" <'pcapacity_bucket> can be set with Read/Write visibility. MIME parameters displayed for Signature GUI element Description: While creating a File type of property, if Signature was selected for GUI, MIME parameters were displayed. This defect is fixed. Resolution: Now MIME parameters are not displayed for Signature GUI element. Organization [organization_id] not available for filter condition Description: The Organization [organization_id] field was not available in the list of fields for filter conditions. This defect is fixed. Resolution: Now Organization [organization_id] is available for selection for filter conditions. Incorrect message for unreachable host Description: When an Oracle Analytical Cloud Service (OACS) integration host was replaced with :8080, which was unreachable, the application showed the message, "Rows skipped'. This defect is fixed. Resolution: Now the application does not allow the user to enter loop-back addresses such as or localhost. API get_capacity doesn't return area Description: The get_capacity SOAP API did not return an area with disabled a time slot based quota, if the quota was set as zero. This defect is fixed. Resolution: Now, the get_capacity SOAP API returns the area with the available parameter as zero. 11

18 Chapter 5 Defects Fixed GET activitybookingoptions did not return "nocapacity" Description: The GET activitybookingoptions API did not return the reason as "nocapacity", if the limit was enabled, but the quota was not set at any level. This defect is fixed. Resolution: Now the reason "nocapacity" is returned for time slots correctly when quota was not added for any levels. activityreopened Events API misses some fields Description: The activityreopened Events API missed some activity fields in the response. This defect is fixed. Resolution: Now the activityreopened Events API returns all the relevant fields. However, starttime is not returned, if ETA is empty. GET events does not return status Description: The GET events API did not return the status for the 'inventoryrequestcreated' event. This defect is fixed. Resolution: Now the GET events API returns the status for the 'inventoryrequestcreated' event. GET events does not return ApplicationID Description: The GET events API did not return the ApplicationID parameter for the 'activityreopened' event. This defect is fixed. Resolution: Now the GET events API returns the ApplicationID parameter for the 'activityreopened' event. Core Application (Core Manage + Mobility) Configuration History report shows incorrect changes Description: Changes made to the "Allow application to be launched inside iframe" check box on the Configuration, Display screen were displayed incorrectly in the Configuration History report. This defect is fixed. Resolution: Now the changes to the "Allow application to be launched inside iframe" check box are displayed correctly. 12

19 Chapter 5 Defects Fixed "Resource-user association (for 16.8 migration script)" report shows error Description: The "Resource-user associations report (for 16.8 migration script)" could not be generated. The message, "Internal system error occurred. Support team has been informed" was displayed. This defect is fixed. Resolution: Now the "Resource-user association (for 16.8 migration script)" report is removed from the application, as it is not applicable anymore. Chat messages not delivered properly Description: Some chat messages were not delivered to Helpdesk operators, some duplicate chat messages were sent, and for some chat messages, there was no notification. This defect is fixed. Resolution: Now all chat messages and notifications are delivered successfully and there are no duplicate messages. Routing Execution Summary opens slowly Description: Execution Summary opened slowly for some dates. This defect is fixed. Resolution: Now Execution Summary opens within the acceptable time frame. Sequential plan not displayed correctly Description: When a sequential routing plan was scheduled to run after an inactive plan, the sequential plan was displayed as, "Run schedule at, undefined-undefined". This defect is fixed. Resolution: Now in this scenario, the sequential routing plan is displayed as a manual plan. 13

20 Chapter 6 Service Update 1 6 Service Update 1 Service Update 1 Overview This section describes the defects fixed in release 18D (November 2018) Service Update 1. Administration Routing Administration Unable to import a previous release User Type configuration Description: The User Type configuration exported from Oracle Field Service Cloud release could not be imported to an instance running release The message, "Unknown product version Only current and immediate product versions can be imported" was displayed. This defect is fixed. Resolution: Now the User Type configuration can be imported without any errors. Routing Routing fails with internal errors Description: Routing plans failed when input data exceeds internal limits. This defect is fixed. Resolution: Now the routing plans are fully executed. Routing rejected for providers without start and end locations Description: When the Street Level Routing setting was selected, routing rejected providers without start and end locations, even if their first and last travels were excluded from the working day. This defect is fixed. Resolution: Now routing does not reject providers without start and end locations. 14

21 Chapter 6 Service Update 1 "ErrorMessage: Routing request timed out" error Description: When the Street Level Routing setting was selected, routing plans failed with the message, "ErrorMessage: Routing request timed out". This defect is fixed. Resolution: Now routing plans are executed successfully without any errors. Routing is terminated abruptly Description: When the Street Level Routing setting was selected, if the travel data for a resource's start and end locations was not available, routing was terminated abruptly. This was observed when the resource had pre-assigned activities. This defect is fixed. Resolution: Now the routing plans are fully executed. 15

22 Chapter 7 Service Update 2 7 Service Update 2 Service Update 2 Overview This section describes the defects fixed in release 18D (November 2018) Service Update 2. Administration Routing Administration Incorrect visibility for Capacity Categories Description: If the parent resource bucket did not have the 'Use as Capacity Area' check box selected, some settings such as Capacity Categories were shown with the Read-Write visibility at the resource level on the User page. When the settings at the resource level were changed, a message displayed indicating that the changes were saved, when actually the changes were not saved. This defect is fixed. Resolution: Now the application does not allow field resources to be used as capacity areas. The visibility of the "Capacity categories" and "Time slots" attributes of the resource-level settings do not change; they are always hidden, even if the 'Use as Capacity Area' check box is not selected for the parent bucket. Routing Routing takes less time than normal Description: When the Street Level Routing setting was selected, routing took a shorter time to execute, as all valid combinations of the travel matrix were not sent to the Street Level Routing service. This defect is fixed. Resolution: Now routing sends all the valid combinations of the travel matrix to the Street Level Routing service. 16

23 Chapter 8 Service Update 3 8 Service Update 3 Service Update 3 Overview This section describes the defects fixed in release 18D (November 2018) Service Update 3. Collaboration Core Application (Core Manage + Mobility) Reports Routing Collaboration Messages not sent to Collaboration users Description: Some messages that were sent by Message Scenario were not delivered to Collaboration users, although the status of the messages was Sent. This defect is fixed. Resolution: Now the Message Scenario messages are sent without any errors. Core Application (Core Manage + Mobility) "get_group_resources: The provider doesn't exist." error Description: The resources assigned to a supervisor user were not displayed properly. The error, "get_group_resources: The provider doesn't exist." was displayed. This defect is fixed. Resolution: Now the resources assigned to a supervisor user are displayed without any errors. 17

24 Chapter 8 Service Update 3 Reports No Find and In fields in Work Statistics report Description: The Find and In fields were not displayed in the Work Statistics report. As a result, the customer could not search through the results by appointment key. This defect is fixed. Resolution: Now the Find and In fields are displayed in the Work Statistics report. Routing SLR travel time not considered when providers have travel key Description: When a routing plan that had the Street Level Routing (SLR) setting enabled was run, the application used the default travel time and distance, although the providers had their travel key set; the travel time and travel distance returned by SLR was not used. This issue is now fixed. Resolution: Now routing uses the travel time and travel distance returned by SLR when the travel key is set for providers. Activities reassigned from contractor to in-house bucket Description: Suppose that an in-house type of routing bucket had a contractor type of bucket as a child resource. Activities that were preassigned to the technicians under the contractor bucket were reassigned to the parent bucket of inhouse type. This happened when the "Move activity to the bucket instead of assignment to contractor's resource" setting was selected. This defect is fixed. Resolution: Now the activities are not reassigned by the routing plan. Activities assigned to contractor when they shouldn't be Description: Activities that were on a contractor bucket were assigned to the buckets of the same contractor organization, instead of being assigned to the contractor bucket's child resources. This was observed when the contractor bucket had the same contractor organization along with an in-house bucket, and the "Move activity to the bucket instead of assignment to contractor's resource" setting was enabled. This defect is fixed. Resolution: Now if a child bucket is of the same contractor organization as its parent, then the activities are assigned to resources even if the "Move activity to the bucket instead of assignment to contractor's resource" setting is enabled. 18

25 Chapter 9 Service Update 4 9 Service Update 4 Service Update 4 Overview This section describes the defects fixed in release 18D (November 2018) Service Update 4. Administration API Core Application (Core Manage + Mobility) Daily Extract Administration Users can log in, in two parallel sessions Description: Although the Max sessions field was set to 1, a user could log in using the login ID in uppercase and lowercase in two separate parallel sessions. This defect is fixed. Resolution: Now if a user logs in using two different cases in two parallel sessions, the later session is retained and the user is logged out from the older session. Users locked while logging in using LDAP login policy Description: Users were getting locked while logging in using an LDAP/AD login policy, when an external identity provider that was used was not available. This defect is fixed. Resolution: Now when an external identity provider is not accessible, users can log in with the correct password immediately after the identity provider is available. API "time" parameter missing in Swagger for POST activate route Description: Swagger did not include the "time" parameter in the request body for the POST activate route API. This defect is fixed. 19

26 Chapter 9 Service Update 4 Resolution: Now Swagger includes the "time" parameter for the POST activate route API. Core Application (Core Manage + Mobility) Daily view column width doesn't resize Description: When the Daily view screen was zoomed in and zoomed out, the width of the columns did not revert to its original size. This defect is fixed. Resolution: Now the width of the columns on the Daily view screen return to their original size upon zooming in and zooming out. Coordinate values not shown for 0,0 Description: The application showed the status as "found", but did not show the coordinates, if the values of the coordinates were x = and y = This defect is fixed. Resolution: Now the application shows the coordinates values in Activity details when the status is 'found' and when the coordinate values are x = and y = Incorrect activity list displayed upon tapping Back Description: While viewing the calendar, which was two months in the past, if an activity was opened and Back was tapped, the current activity list was displayed. This defect is fixed. Resolution: Now, in this scenario, the application displays the calendar that was being viewed before tapping Back. Daily Extract Daily Extract includes duplicate users Description: A Daily Extract report for the User List fields repeated the name of each user as many times as the number of the resources the user could see. This defect is fixed. Resolution: Now the extracted file includes duplicated users only if a user is related to different providers and different properties are included to the extract. 20

27 Chapter 10 Service Update 5 10 Service Update 5 Service Update 5 Overview This section describes the defects fixed in release 18D (November 2018) Service Update 5. Core Application (Core Manage + Mobility) Daily Extract Mobile Plug-In Framework Routing Core Application (Core Manage + Mobility) Unexpected behavior of resource tree Description: A bucket with child resources could be expanded or collapsed, only after clicking the mouse multiple times. This defect is fixed. Resolution: Now the resource tree can be expanded or collapsed on the first click. Daily Extract Daily Extract doesn't extract Location by days properly Description: When the same resource location was configured for all seven days for a resource, the "Resource Location Fields Data Set" of the Daily Extract report did not extract the values for Location by days properly. It showed a bit mask number. This defect is fixed. Resolution: Now the Daily Extract report shows the day number for the Location by days field. 21

28 Chapter 10 Service Update 5 Mobile Plug-In Framework Plug-in sends NULL to custom properties Description: A plug-in sent null values to custom properties to display on the Activity details screen, when the following conditions were met: A user had access to multiple resources. The plug-in's activity context layout screen contained conditions, which depended on the activity type. The user opened the Activity details screen from Time View in Mobility. This defect is fixed. Resolution: Now in this scenario, the Activity details screen shows the actual values for all custom properties. Routing Center point radius does not work with SLR Description: When the Street Level Routing (SLR) setting was selected, Routing did not calculate the center point of a resource's home zone radius. This defect is fixed. Resolution: Now Routing calculates the center point of the resource's home zone radius. Activity routed breaking link constraints Description: Let's say there were two activities that were linked with the finish to start link type (second activity starts after the first activity finishes). If one of the linked activities couldn't be assigned, the other activity would be assigned ignoring the link constrains. This defect is fixed. Resolution: Now if one of the linked activities cannot be assigned to available resources, none of the linked activities (same resource, same day) is sent to Routing. 22

29 Chapter 11 Service Update 6 11 Service Update 6 Service Update 6 Overview This section describes the defects fixed in release 18D (November 2018) Service Update 6. API Core Application (Core Manage + Mobility) Quota Routing API POST bulkupdateworkschedules returns error Description: The POST bulkupdateworkschedules API returned '500 Internal Server Error', but the records were created. This defect is fixed. Resolution: Now the parameters 'toa-token' and 'company' are ignored for bulk update resource operations. The error, '500 Internal Server Error' is not returned anymore. Core Application (Core Manage + Mobility) Unable to self-assign activities assigned to future date Description: In Mobility, when a resource tried to self-assign an activity that was assigned to a future date on the List view, the message, 'Data has been changed' appeared and the activity was not assigned. This defect is fixed. Resolution: Now the activity can be self-assigned without any errors. User sessions expire before Relogin timeout setting Description: User sessions expired before it reached the Relogin timeout value defined for the login policy. This defect is fixed. 23

30 Chapter 11 Service Update 6 Resolution: Now user sessions last as long as the duration mentioned in the Relogin timeout field. History events not displayed in chronological order Description: The History tab on the Activity details screen did not display the events in chronological order. This defect is fixed. Resolution: Now the events are displayed in chronological order on the History tab. Quota "Use as capacity bucket" not available at Field Resource level Description: The "Use as capacity bucket" setting was not available at the Field Resource level. This defect is fixed. Resolution: Now the "Use as capacity bucket" setting is available at the Field Resource level. This means, Field Resources can now be configured as capacity buckets. Routing "Service window reservation" can be saved only once Description: The "Service window reservation" parameter in the "Assignment parameters" section of the Routing plan screen could be saved only when the value was entered for the first time. If it was updated subsequently, the new value would not be saved. This defect is fixed. Resolution: Now the "Service window reservation" parameter can be updated and saved. 24

31 Chapter 12 Service Update 7 12 Service Update 7 Service Update 7 Overview This section describes the defects fixed in release 18D (November 2018) Service Update 7. API Core Application (Core Manage + Mobility) Quota Routing API POST bulkupdateworkzones returns "500 Internal server error" Description: Let's say a work zone was assigned to a resource, with its start and end dates in the past. If the POST bulkupdateworkzones API was executed with the start date in future and no end date, the response "500 Internal server error" was returned. This defect is fixed. Resolution: Now the POST bulkupdateworkzones API is executed without any errors. bulkupdate Activity reorders existing activities Description: If a new activity had the same time slot as an existing activity in the route, the bulkupdateactivities API inserted the new activity before the existing activity. This lead to reordering of all subsequent activities. In addition, the GET route API showed activities ordered by activity id in descending order. This defect is fixed. Resolution: Now, if a new activity has the same time slot as an existing activity in the route, the bulkupdateactivities API inserts the new activity after the existing activity. In addition, the GET route API shows activities ordered by activity id in ascending order. 25

32 Chapter 12 Service Update 7 Core Application (Core Manage + Mobility) Images not downloaded through Manage or API Description: The images uploaded through the Mobility interface could not be downloaded either through the GET file property API or through the Manage screen. The API returned the message, 'File does not exist' and the Manage screen displayed the message "The requested file does not exist, or service is unavailable. Please try again later." This defect is fixed. Resolution: Now the images are downloaded properly from the Manage screen and through the GET file property API. Activity search doesn't return new activities Description: Activity search did not return newly created activities. This defect is fixed. Resolution: Now the activity search returns the matching new and existing activities. Quota Capacity category labels appear instead of names Description: When the Available Capacity screen was accessed for the first time, capacity category labels were displayed instead of names. This defect is fixed. Resolution: Now the capacity category names are displayed on the Available Capacity screen. Quota by Capacity category screen stops responding Description: The page stopped responding when some Quota by Capacity category screens were accessed for some buckets. Resolution: This defect is fixed for the case when the "Allow closing of booking on work zone level" check box is cleared on the Quota configuration screen. 26

33 Chapter 12 Service Update 7 Routing Routing takes a long time Description: In a specific case, routing took a long time to complete. This defect is fixed. Resolution: Now routing completes within the acceptable time frame. 27

34 Chapter 13 Service Update 8 13 Service Update 8 Service Update 8 Overview This section describes the defects fixed in release 18D (November 2018) Service Update 8. API Core Application (Core Manage + Mobility) Quota API Decimal values not accepted for latitude and longitude Description: The GET activitybookingoptions API did not accept decimal values for latitude and longitude. The response included "Bad Request 400, Invalid field value: <number>". This defect is fixed. Resolution: Now the GET activitybookingoptions API accepts decimal values for latitude and longitude. Core Application (Core Manage + Mobility) Daily view shows inactive work zones Description: The Daily view showed inactive work zones. This defect is fixed. Resolution: Now deactivated work zones do not appear on the Daily view. Daily Extract doesn't run on time Description: Daily Extract did not run on time in some cases. This defect is fixed. Resolution: Now Daily Extract runs on time without any errors. 28

35 Chapter 13 Service Update 8 History missing for past activities Description: Some actions pertaining to past activities were missing in the activity History tab. This defect is fixed. Resolution: Now all the actions for past and present activities are displayed properly in the History tab. Quota Capacity categories filled despite no required work skill Description: When a technician was assigned with a temporary work zone, all the Capacity Category areas were added with time for the technician, regardless of the technician's work skills. This defect is fixed. Resolution: Now the application considers the work skills of technicians before adding time for Capacity Categories. 29

36 Chapter 14 Service Update 9 14 Service Update 9 Service Update 9 Overview This section describes the defects fixed in release 18D (November 2018) Service Update 9. API Core Application (Core Manage + Mobility) Routing API get_quota_data SOAP API returns 'memory size exhausted' error Description: The get_quota_data SOAP API request returned the 'Allowed memory size bytes exhausted' error. This defect is fixed. Resolution: Now, the get_quota_data SOAP API returns the quota group details. PATCH activity resets coordinates Description: Let's say an activity was updated using the PATCH activity REST API and only the street address and the coordinates were passed in the request. In the first attempt, the API reset the coordinates and updated only the address. However, if the same coordinates were passed again with a different address, the coordinates were saved. This defect is fixed. Resolution: Now, let's say an address field is updated and the coordinates are provided in the request. If the same coordinates are present in the activity, the coordinates are not changed. If the address is changed and the coordinates are NOT provided in the request, the existing coordinates are erased. Activity API triggers "Set Property" despite blocking condition Description: The message step, "Set Property" was wrongly triggered and an with the message, "Could not route no work skill" was sent to dispatchers, although work skills were available, and although there was a blocking condition that prevented the application from sending this message when work skills were available. This issue was observed only if the activity was updated using the bulkupdateactivities API. This defect is fixed. Resolution: Now, the "Set Property" message is not triggered in this scenario. 30

37 Chapter 14 Service Update 9 Core Application (Core Manage + Mobility) Time slot opens slowly Description: The Time slot screen took a long time to open. This defect is fixed. Resolution: Now the Time slot screen opens within the acceptable time frame. Resource tree buckets reordered upon expanding Description: Expanding a resource tree node lead to reordering of buckets and resources. This defect is fixed. Resolution: Now, when a node is expanded, the resource tree remains in the same position. Multi-day activity segment details don't open Description: Activity details could not be opened from Dispatch Console for multi-day activity segments. This defect is fixed. Resolution: Now the activity details are opened properly from Dispatch Console. Login screen in English despite selecting Portuguese (Brazil) Description: Login screen was shown in English, although the Login Screen Language was selected as Portuguese (Brazil) on the Display screen. This defect is fixed. Resolution: Now the Login screen is shown in Portuguese (Brazil). Routing Unable to save routing plan changes on Internet Explorer Description: Changes to the routing plan could not be saved when the browser used was Internet Explorer. This defect is fixed. Resolution: Now the changes are saved when Internet Explorer is used. 31

38 Chapter 14 Service Update 9 Filters reordered in a cloned routing plan Description: When a routing profile was cloned, the filters were reordered in the new routing plans. This defect is fixed. Resolution: Now, the filters on the new routing plans remain in the same order as they were, before cloning. Routing considers preassigned activities only for first day Description: When routing activities for multiple days, Routing considered the preassigned template activities only for the first day. For later days, it did not consider such activities, and routed the activities in a way that their service windows were violated. This defect is fixed. Resolution: Now, preassigned template activities are considered for all days of the routing run, and the routed activities are assigned within their service windows. Routing assigns a normal activity before SLA start Description: Routing considered an activity as urgent and assigned it before the SLA start time, while the activity was of normal priority and did not have the required property for urgent activities defined on the Business Rules screen. This defect is fixed. Resolution: Now, normal activities are not assigned before the SLA start time. 32