Field Service Cloud Release Notes Release 18A (February 2018) Service Update 22

Transcription

1 Oracle Field Service Cloud Release 18A (February 2018) Service Update 22

2 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 About the 1 Understanding Browser Support 2 About Browser Support 2 Deprecations and Removals 3 Definitions 3 Deprecations 3 Removals 5 Pre-Announcements: Deprecations and Removals 7 Usability 8 Improved Usability 8 Administration 20 Pre-calculated Travel Statistics 20 Travel Calculation for Non-Travel Activities Barcode Scanner Method in Plug-in 23 Core Improvements 27 Event Enhancement for Resource and User Events 33 Find Matching Resources Improved 37 Timeout Message in Reports and Removal of SOAP Reports 38 How to Host a Plug-In 39

4 7 8 Core Manage Support of Contingent Workers 46 Support of Favorites in Resource Tree 48 Capacity Capacity 9 10 Collaboration Collaboration 53 Transfer of Non-serialized Inventory with Quantity 54 Daily Extract Daily Extract Mobility Mobile for ios 64 Mobility Landing Page 66 Main Menu Layout in Supervisor Screen 74 Improved Style for Activity List 75 Routing 78 Assign Activities to Temporary Resources via Urgent and Immediate Routing 78 Resource Filters in Immediate and Urgent Routing 78 Trigger Immediate and Urgent Routing Upon Changing Activity Property 80 Multi-Day Routing Optimization 80 Re-Optimization Without Moving Activities to Bucket 81 Defects fixed 82 Overview Collaboration 84 Core Manage 85 Daily Extract 89 Mobility 90 Quota and Capacity 91

5 Routing 93 Smart Location 95 18A Service Update 1 96 Overview Core Manage 97 Mobility 97 Routing 98 18A Service Update 2 99 Overview Core Manage 99 Mobility 100 One-Off Service Update A Service Update Overview Administration 103 Core Manage 103 One-Off Service Update A Service Update Overview Core Manage 105 Mobility A Service Update Overview Core Manage 108 Routing 109

6 A Service Update Overview Core Manage 111 Mobility 112 One-Off Service Update A Service Update Overview Core Manage 114 Mobility 115 One-Off Service Update A Service Update Overview Core Manage 118 Mobility 119 One-Off Service Update A Service Update Overview Core Manage 122 Daily Extract 125 Mobility 125 One-Off Service Update A Service Update Overview Core Manage 128 Daily Extract 129 Mobility 130

7 One-Off Service Update A Service Update Overview Core Manage 132 Daily Extract A Service Update Overview 135 Core Manage 135 One-Off Service Update A Service Update Overview Core Manage 137 Mobility A Service Update Overview Core Manage 141 Mobility and Mobile App A Service Update Overview 142 Core Manage 142 Mobility A Service Update Overview Core Manage 144 Mobility 145

8 A Service Update Overview Core Manage 146 Mobility A Service Update Overview 148 Core Manage 148 Daily Extract 149 Mobility A Service Update Overview Core Manage 150 Quota A Service Update Overview Core Manage A Service Update Overview Core Manage A Service Update Overview Mobility 155 Revision History 156

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10 Preface 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

11 1 Chapter 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 2 Chapter 2 Understanding Browser Support Understanding Browser Support Understanding Browser Support About Browser Support 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 Browser Support Policy. 2

13 3 Chapter 3 Deprecations and Removals Deprecations and Removals Deprecations and Removals Definitions Deprecation means that although a feature or functionality is still available in the current 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 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 As previously announced, 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 has been moved to the May 2018 (18B) release. Clients with Notification Firewall configurations are advised to implement those rules in their middleware or use standard notification functionality found in Core Manage (that is, external systems, message steps, and blocking conditions). 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 hosted outbound IVR solution using Aspect [formerly Voxeo] and Avaya and the associated Voice Agent, used for the integration between 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 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 3

14 Chapter 3 Deprecations and Removals 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. 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 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 s, 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. 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 s and/or Oracle Integration Cloud Service (ICS). Deprecation: New Announcements No deprecations are being announced with the 18A (February 2018) release at this time. Deprecation: Previously Announced The following deprecations have been previously announced. The routecreated event in the Core is deprecated with the August 2017 (17.8) release with removal planned for August 2018 (18C). The Activity Management v3 is deprecated with the August 2016 (16.8) release. Clients are advised to use the Core. The Mobile Client v3 is deprecated with the August 2016 (16.8) release. Clients are advised to use the Core. 4

15 Chapter 3 Deprecations and Removals The Resource Management v3 is deprecated with the August 2016 (16.8) release. Clients are advised to use the Core. The Parts Catalog v1 is deprecated with the August 2016 (16.8) release. Clients are advised to use Parts Catalog 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. 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. 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. removals: The Activity Management v1 and v2 were removed in the February 2017 (17.2) release. Clients are advised to use the Core. The Mobile Client v1, v2 and v3 were removed in the February 2017 (17.2) release. Clients are advised to use the Core. The Resource Management v1 and v2 were removed in the February 2017 (17.2) release. Clients are advised to use the Core. 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 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. s removed: The Parts Catalog v1 is removed. Clients are advised to use Parts Catalog v2. The External Trigger is removed. This is used in conjunction with the IVR Notification Method used in Message Scenario configuration. Clients are advised to use Core 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 hosted outbound IVR solution using Aspect [formerly Voxeo] and Avaya and the associated Voice Agent, used for the integration between 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 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. removal No removals are scheduled in the February 2018 (18A) release. Removal Announcements: May 2018 The following items are scheduled to be removed in the May 2018 (18B) release: The Notification Firewall functionality will be removed with the May 2018 (18B) 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). Removal Announcements: August 2018 The following items are scheduled to be removed in the August 2018 (18C) release: 6

17 Chapter 3 Deprecations and Removals Functionality removal - No functional removals are scheduled in the August 2018 (18C) release. The Resource Management v3 will be removed with the August 2018 (18C) release. Clients are advised to use the Core. removal - The routecreated Event in the Core will be removed with the August 2018 (18C) release. The Activity Management v3 will be removed with the August 2018 (18C) release. Clients are advised to use the Core. 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 s and/or Oracle Integration Cloud Service (ICS). MD5 authentication support, used by SOAP s, will be removed with the August 2019 (19C) release. Customers are advise to use SHA256 for a more secured authentication. removal No 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 s at this time. Removal pre-announcements No removal announcements are being made for functionality or s at this time. 7

18 4 Chapter 4 Usability Usability Usability Improved Usability The 18A (February 2018) release includes the following improvements in usability: Configuration Log: With the 18A (February 2018) release, a new report Configuration History is now available. This report provides the ability to view the list of changes made in the Configuration settings in an instance. This feature includes the following functionality: The report will display the list of changes made to the Configuration settings within the application. The changes will include additions, deletions, and modifications of Configuration settings. The user will have the ability to search and filter the log based on multiple criteria. Here is an example: Known Behaviors: The 'Find' option within 'View' is applicable only for the Old value and New value columns, it is no available for the Identifier column. When searching: it is possible to search Old value and New value columns only using the value of the field and not the field name. For example: For the entry 'Activity Type: Install', you can perform a search on the word 'Install', but not on 'Activity Type. Users can be searched using the User ID and not the User Name. Some fields may display the IDs of the values, instead of the actual values. For example: Design Theme: 2 or Time Slots can have values like 2, 3. 8

19 Chapter 4 Usability The Identifier column, in some cases may display IDs instead of or in addition to values. For example: 'Display Profile: UT16_DISPLAY_PROFILE/26' instead of 'Display Profile: UT16_DISPLAY_PROFILE ID: The Identifier may display just the Company name when the Business Rules screen is modified. The Context Layout displayed within the Identifier column shows the label instead of the text. For example: 'Display Context Layout: web_menu manage/540 In some cases, the number of rows displayed on the screen may be less than the configured number of rows. For example: The page may display only 18 rows on the screen though the user has set 20 as the number of rows. Sorting is only available using the Action Time and Operation columns. In entries related to the Statistics page, the value of the Type displays the label instead of the text. For example: 'Type: appt_duration' instead of 'Type: Activity duration stats fields. Values of sensitive information like passwords, client secrets, and certificates will be masked using * characters. Collaboration and Helpdesk groups would not be shown in Configuration History. Changes made to the SAML login policy using "Upload Metadata XML" will not be logged. To add the Configuration History report: 1. Click the hamburger icon next to the logo. 2. Click Configuration on the navigation pane. 3. Click User Types. 4. Choose the User Type that will be configured with access to the report. 5. Click Screen Configuration. Expand Manage and click Main menu items. 6. In the Reports section, click Add menu item. Locate and add the Configuration History report. 7. Configure the visibility using the Add new visibility option. 8. Click X in the upper right hand corner to exit the screen. To view the Configuration History report: 1. Click the hamburger icon next to the logo. 2. Click Configuration History on the navigation pane. The Configuration History report appears. 3. Review the following information in the report: Action Time Specifies the date and time in the time zone and desired format of the user viewing the page when the change in Configuration was made. Action Specifies either an Insert, Update or a Delete based on the operation carried out by the user. Old value Displays the previous value of the fields related to the element in case of a Delete or an Update operation. New value Displays one of the following: In case of an Update operation, this column displays the modified value of fields related to the element. In case of an Insert operation, this column displays the set value of the fields. Element Displays the element or object that has been added, deleted or modified. User Displays the user name of the user who made the modification. On mouse hover, the user name and the user ID will be displayed. 9

20 Chapter 4 Usability 4. To filter the report, click View and use the following options: Find used to search a string within the Old value and New value columns in From and To dates Displays the data from within the selected date ranges User ID used to search for entries modified by a particular Action used to filter the report based on the Operation Rows used the report User to specify the number of rows to be displayed on each page of the Report The report includes the changes made to the following screens: Business Rules Link Templates Work Schedules Work Zones Work Skills Properties Capacity Categories Time Slots Resource Types Activity Types Inventory Types Glossary Action Management Display Filters Organizations Login Policies User Types Oracle Knowledge Statistics Outbound Integration Message Scenarios Holidays Resource Info Resource Calendars Locations 10

21 Chapter 4 Usability Resource Work Zones Users (Except for Collaboration and Helpdesk groups) Daily Routing My Display Themes (only when default Theme is changed) Applications (limited to changes in the context of s) For more information, see the Configuring and Using Reports guide. Work Zone Layer Creation and Configuration: The ability to add map layers is improved with the 18A (February 2018) release. You can create and upload the Work Zone layer using the Map Layer functionality found on the Business Rules screen. You can upload a shape file, select a Shape Identifier on the Edit Map Layer screen, and delete the Work Zone layer and its associated shape file. Some properties of work zone layers are: The Work Zone layer is always placed on the first row in the Map Layers section on the Business Rules screen. Each Work Zone can have only one map layer, and if it does not exist, the message, No configured layers appears. After you create a Work Zone layer, the Create Work Zone layer option is grayed on the Add map layer screen. The message, "Only one layer for work zone shapes can be created" is displayed. The Work Zone layer is visible to all user types, so the Permissions column will be empty. If the layer is not created or the shape file with the Work Zone shapes is not uploaded, a message will be displayed on the Map on Work Zones, Quota, and Resource Work Zones screens in Manage and Mobility. The Work Zone Layer name (that is, Work Zone Layer) and label (that is, wz_layer) are automatically created when you create a Work Zone Layer and cannot be edited. Work Zone layers are not displayed on the Map view in Mobility. A map with all shapes is displayed on the Edit Map Layer screen. When you delete a Work Zone layer through the metadata, only the layer is deleted. The shape files are not deleted from the database. However, when you delete a Work Zone layer from Manage, by selecting the Delete associated shapes option, the layer and its associated shapes are deleted. Custom Map Layers and their associated shape files created before release 18A are automatically migrated and displayed in the Map Layers section on the Business Rules screen. New Work Zone Layers are created automatically if Work Zone shapes were uploaded prior to the 18A release. Steps to Enable: You can create a Work Zone Layer in three ways: by uploading a shape file through the Manage interface, using an existing shape file, and by uploading a shape file through. For more information, see the Administering guide. To edit a Work Zone layer: 1. Log in to Oracle Field Service Core Manage Cloud Service and click Configuration. 2. Click Business Rules. The Business Rules screen appears. 3. Go to the Map Layers section and click the menu near the Work Zone Layer. 11

22 Chapter 4 Usability 4. Click Modify. The Edit Map Layer screen appears displaying all the shapes from the shape file on the Map. Information about the shape file is displayed on the screen as well: 5. Select a value in the Shape Identifier field. For example, select ZIP Code to identify the shapes on the map by their zip code. 6. Click Save. 7. Click Save on the Business Rules screen. 8. Go to Configuration - Work Zones. 12

23 Chapter 4 Usability 9. Select an existing work zone or create a new one. The Add work zone or Edit work zone screen displays accordingly: 10. In the Work Zone Shapes field, provide the values of the column selected as Shape Identifier. 11. Click Update or Add. The shape of the selected identifier is displayed. 12. Click the Shape link. Screen with shapes displayed on the Map is opened. To delete only the Work Zone layer: 1. Log in to Oracle Field Service Core Manage Cloud Service and click Configuration. 2. Click Business Rules. The Business Rules screen appears. 3. Go to the Map Layers section and click the menu. 13

24 Chapter 4 Usability 4. Click Delete. The message "Layer will be deleted." appears with the Delete associated shapes check box: 5. Click OK without selecting the check box. The layer is removed from the table. 6. Click Save on the Business Rules screen. 7. Go back to the Map Layers section. 8. Click Add new. 9. Click Create work zone layer. 10. Select Use already uploaded shape file. The shape file that was related to the deleted layer is displayed in the list: To delete the Work Zone layer with its associated shapes: 1. Log in to Oracle Field Service Core Manage Cloud Service and click Configuration. 2. Click Business Rules. The Business Rules screen appears. 3. Go to the Map Layers section and click the menu. 4. Click Delete. The message "Layer will be deleted." appears with the Delete associated shapes check box. 5. Select the check box and click OK. The layer is removed from the table. 6. Click Save on the Business Rules screen. 7. Go back to the Map Layers section. 8. Click Add new. 9. Click Create work zone layer. 14

25 Chapter 4 Usability 10. Open the Select shape file location drop-down menu. The Use already uploaded shape file option is not available in the Add Map Layer screen: This is because, the shape file that was associated with deleted layer was removed from the Geospatial Database. Note: Deleting shapes associated with the layer is possible only through the Oracle Field Service Core Manage Cloud Service interface. The metadata DELETE method removes only the layers from database. For more information, see the Using Core Manage Cloud Service guide. Multiple Activity Duration Keys: The major highlights of this feature are as follows: The Administrator can configure multiple sets of 'Activity durations stats fields' (key) in the Configuration page and choose any one of them to be 'Active' at any point of time. The quality of the key will be displayed beside each of the configured keys, based on how accurate the estimation of Activity duration is, using each of the configured keys. The 'Work Statistics' report will display all configured keys and the user can select any particular key, based on which the report will be displayed. Configure More Than One 'Activity Durations Stats Fields': Administrators can configure up to five (5) keys using the 'Activity durations stats fields' on the Statistics screen as shown in the image below. Only one of these keys can be 'Active' at any point of time. This 'Active' key will be used for all Activity duration estimation purposes. The keys that are not 'Active' will not affect the estimated duration calculations: Configuring Activity Duration Keys Section: The advantage of such a feature is that before making a new key 'Active', the administrator can get an idea of how good the performance of the new key would be in comparison to the existing one. This can be done without impacting the current calculations. The quality of the key will be displayed next of each of the keys. More number of stars indicate better quality of estimation (For more details refer the section "Calculation of Key Quality"). Based on the quality of keys, the administrator, at any point of time, may choose to 'Activate' any of the currently inactive keys. When an inactive key is Activated, the currently active key becomes inactive. The 'Active' key cannot be deleted. In order to delete it, another key needs to be 'Activated'. Inactive keys will have the option to Edit, Deleted and Activate. The Active key can only be Edited. In case, there is a key that has a better calculated 15

26 Chapter 4 Usability quality than the currently Active key, the 'Activate' button will be displayed upfront beside the key. For all other inactive keys, the Activate option will be available within the options menu. New or Modified Keys: Whenever a new key is added or an existing key is modified, both cases are considered as a new key in the system. In such cases, the Activity duration estimation algorithm is run on the next day (or the next time the re-calculation process is run), which will give the estimated durations of all key values based on the new key. The quality of the new key is then calculated based on the past reported durations and the calculated estimated durations. In case there is more than one new key added in the system on the same day, the system will calculate the durations and the quality of only one key per day. If there are 5 new keys, the system will calculate the quality of the fifth key on the fifth day. This is done so that the performance of the system is not hampered. If any of the new keys is active, the active key will take higher priority and will be processed the next day so that the duration calculations can take effect based on the new active key from the next day onwards. Existing Keys: The estimated durations for all key values and the quality of each existing key (Active and Inactive) are calculated each day. The Activity durations that will actually be used in the application are calculated based only on the Active key. Similarly, since the estimated duration calculations are also done for Inactive keys, the learning that has been applied since the key was created, will still be in effect when an Inactive key is Activated. Hence, at any point of time if the administrator changes the status of a key from Inactive to Active or vice versa, the quality of the keys are not impacted. Similar to the other keys, any change made to the existing key or activation of a new key, will come into effect only when the re-calculation process is run the next time (typically by the next day). Similarly, the quality of a new or modified key will be displayed only from the next day onward. Calculation of Key Quality: For each configured key, the system calculates the quality of the key based on how accurate the estimation of Activity durations have been or would have been, if the respective key was used for calculations. This is done based on the following steps: The estimated duration is calculated for each kind of Activity (Activity key value) using the key for which the quality has to be found. Durations reported by field resources, for completed past Activities, are compared with the estimated duration for that activity using the said key. If the difference between the estimated and reported duration is less, the estimation is considered good. The quality is considered to deteriorate as the difference between the estimated and reported duration increases. The final quality of the key is calculated based on the number of Activities that showed good, satisfactory and bad estimations, for that key. Consider the following examples: Key 1 = Activity Type (2, case insensitive) Key 2 = Plant Code (2, case insensitive), Problem Code (2, case insensitive) The following table describes the quality of keys 1 and 2, based on the corresponding activity duration and estimates. 16

27 Chapter 4 Usability Activity ID Activity Duration Key based on Key 1 Activity Estimated Duration Key Duration based based on Key 2 on Key 1 Estimated Duration based on Key 2 Reported Duration Quality of Quality of Estimation based Estimation based on Key 1 on Key 2 1 AA PP Good Poor 2 BB PP Good Good 3 BB QQ Satisfactory Good 4 CC QQ Satisfactory Satisfactory 5 AA RR Good Satisfactory 6 DD PP Good Poor 7 BB RR Poor Satisfactory 8 DD PP Good Poor 9 AA RR Poor Satisfactory 10 CC QQ Good Satisfactory The Quality of a Key is calculated based on the following formula: Quality of Key = (0.06 * % of Good Estimations) + (0.04 * % of Satisfactory Estimations) Hence, based on the above data: Quality of Key 1 = 4.4 Quality of Key 2 = 3.2 All Keys in Work Statistics All Keys in Work Statistics Report Since the administrator has the option to create more than one set of 'Activity duration stats fields', each of the configured keys will appear on the Work Statistics Report. The user will have the option to select 17

28 Chapter 4 Usability any of the keys and the report will update to reflect the values based on the selected key. The selected key need not be 'Active' to view the report. The following figure shows the Work Statistics report: Display Currently Used Key When any of the stats fields (keys) in the Statistics screen within Configuration is modified, the changes take effect only the next time the calculation process is run. A message is displayed saying that the "Changes have not been applied yet". In addition to this message, the key that is currently in effect (previously Active key) will also be displayed until the new key takes effect, as shown in the following figure: To configure multiple activity duration keys: 1. Login to Oracle Field Service Core Manage Cloud Service. 2. Navigate to the Configuration screen. 3. Click Statistics. 4. In the Statistics screen, go to the Activity durations stats fields section and make the required changes. 5. Click Save. For more information, see the Using Core Manage Cloud Service guide. Duration for Suspend, Pre-Work, and Reopen Activities: Currently, retains the original activity duration for suspended, reopened, and pre-work activities. From this release onward, users in Core Manage and Mobility can set the duration for suspended, reopened, and pre-work activities manually. This helps while estimating the remaining duration it shows the additional work that is needed to complete the activity. The Administrator must add the Duration field for the Suspend activity, Reopen activity, and Start Prework, context layout screens with a Read-Write or 18

29 Chapter 4 Usability Mandatory visibility. When the user opens these screens, the application populates the Duration field with the activity s initial value. Users can manually modify this value where the duration of: The new pending activity is populated with the value submitted on the 'Suspend activity' screen. Prework is populated with the value submitted on the 'Start prework' screen. The reopened activity is populated with the value submitted on the 'Reopen activity' screen. When using Oracle Field Service Mobility Cloud Service, 'Prework' and 'Suspend' are available both Online and Offline. To enable the feature: The Administrator must add the Duration field for the Suspend activity, Reopen activity, and Start Pre-work, context layout screens with a Read-Write or Mandatory visibility. For more information, see the Using Core Manage Cloud Service guide. Glossary: All Languages in Individual Pages: Earlier, to add glossary definitions in different languages, administrators had to first select the language and then edit the fields for that language. Now, administrators can configure the names of elements in all configured languages while adding or modifying an element. The fields for all the active languages are displayed upfront. If there is only one active language configured in the application, the field does not show the name of the language separately. It just displays the field name with a single text box for the active language. The following elements are included this feature: Properties Property name, Property hint, and enumeration values fields Activity Types Name field Activity Type Group Name field Filters Filter field Login Policies Policy name field For more information, see the Using Core Manage Cloud Service guide. 19

30 Chapter 5 5 Administration Administration Administration Pre-calculated Travel Statistics Travel statistics are based on the actual durations reported by field resources. As such, new and existing users expanding into new operating areas will not have actual durations in the application. With this release, the application will use pending activities to derive estimated durations. Using this method improves travel durations at the time of optimizing routes and moving activities. performs this process once a day: Get the list of activities and their locations. Calculate travel durations. The travel durations are calculated only between keys that share a common travel area. Sort Travel Key pairs in descending order. Estimate the probability of travel in future between each pair of Activity travel stats fields' (Travel Keys). The travel probability is calculated for all Travel Key pairs within the same travel area. Note: Travel Keys that have existing learned travel are excluded from the estimation process. Estimate a maximum of 5,000 pairs based on the sorted list. After performing the process, the application has additional travel duration data. The next time Routing runs or a user moves an activity, the application uses the pre-calculated travel values. Calculating probability and sorting Travel Key combinations: Only activities that have the address resolution to the level of 'Address' are considered for calculations. In subsequent cycles, the average travel time between different Travel Keys is calculated. Here, the sorting of Travel Key pairs is based on the number of activities present in both the Travel Keys involved. Travel Keys that have at least (4) four activities are considered for estimation. All activities belonging to the same Travel Key are considered to be in similar locations. In the first cycle, the average travel duration within each Travel Key is calculated. This is done by selecting the corner most activities (based on x and y co-ordinates) within the Travel Key and the average distance between the locations. The Travel Keys are sorted in descending order of the number of activities, while sending the coordinates for calculation. EXAMPLE OF SORTING TRAVEL KEYS Consider the following Travel Keys with the corresponding number of activities and travel areas: Travel Key Travel area Number of activities TK1 TA

31 Chapter 5 Administration Travel Key Travel area Number of activities TK2 TA1 150 TK3 TA1 200 TK4 TA2 50 In this scenario, the Travel Keys are sorted as follows before being sent to the Location Service: TK3-TK3 (within the same Travel Key) TK2-TK2 (within the same Travel Key) TK1-TK1 (within the same Travel Key) TK4-TK4 (within the same Travel Key) TK2-TK3 (between Travel Keys that share the same Travel Area) TK1-TK3 (between Travel Keys that share the same Travel Area) TK1-TK2 (between Travel Keys that share the same Travel Area) For more information, see the Administering guide. Travel Calculation for Non-Travel Activities Currently, when an activity does not require travel (Activity Type does not have the Calculate travel checkbox selected), the idle time before that activity is considered as travel to the next activity, and requires traveling in the route. This can lead to inaccurate estimation and reporting of travel time. To improve the accuracy of travel time calculation, the way travel time is calculated when a route contains non-travel activities is updated. The travel between activities can be split into two (or more) pieces by inserting non-travel activities in between. As a result, in Time View, non-travel activities are placed over the travel time for activities that require travel. Regardless of whether you move an activity manually, assign it directly through and/or routing, the new way of placing non-travel activities is used. This means that non-travel activities are shown over the travel time on the resource timeline in both Core Manage and Mobility Time views. Example When an activity ends at 9:00 and a phone call follows at 9:30 (with a service window at 9:30 that does not require travel is required), if the travel to the next activity needs 1 hour, the behavior will be as follows: 21

32 Chapter 5 Administration Current Behavior The updated travel behavior with non-travel related activities in 18A will be as follows: Updated Behavior With release 18A, routing adapts to the ideal scenario where the technician does not wait for 30 minutes for a phone call, instead the technician will start traveling, and when it is time, stop to make a call and continue to travel. CHANGES IN MANAGE AND MOBILITY Manage The "Working time includes travel to first activity" check box on the Edit resource type screen is renamed as "Working time includes first travel to activity". Using the Time View, Non-travel activities can be placed within the travel time between activities requiring travel calculations. Mobility Using the Time View in Mobility, non-travel activities can be placed within the travel time between activities requiring travel calculations. A hint is shown for travel providing information on which activity it belongs to. Mobility Hint This behavior is available automatically after upgrade for all new activities movement. Existing routes will not be automatically recalculated. For more information, see: Using Core Manage Cloud Service Using Mobility Cloud Service Using Routing Cloud Service 22

33 Chapter 6 6 Barcode Scanner Method in Plug-in With the 18A release, Barcode support has been added to with two enhancements: The native barcode button is available in Mobile. A new barcode method is added to the Mobile Plugin Framework. NATIVE BARCODE BUTTON AVAILABLE IN ORACLE FIELD SERVICE CLOUD MOBILE Users of the Mobile for Android or ios will have a new Barcode Scanner button available when searching for inventory. A new Barcode Scanner button is available on the Search field. It uses the device s camera. This functionality helps streamline the inventory process by utilizing the barcodes printed on devices or packages. Note: The Barcode Scanner is available only in Mobile (Android or ios app). It is not available in Mobility, the browser based mobility app. 1. Log in using Oracle Field Service Mobile for ios and Android. 2. From the Resource Info screen, click any activity. The Activity details screen appears. 3. Click the Search button present on the screen. The Search by keyword text box with the barcode scanner appears on the screen. 4. Click the Barcode scanner button and place the mobile in front of the printed barcode on any of the packages. The Barcode scanner captures the barcode information and performs a search. Inventory items will appear on the screen allowing you to select the equipment and continue with your activity. Table 1: Barcode Types List of supported barcode types. Barcode Type Android ios QR_CODE + + DATA_MATRIX + + UPC_A + + UPC_E + + EAN_8 + + EAN_

34 Chapter 6 Barcode Type Android ios CODE_ CODE_93 + CODE_128 + CODABAR + ITF + RSS14 + PDF RSS_EXPANDED NEW BARCODE METHOD ADDED TO THE MOBILE PLUGIN FRAMEWORK The Mobile Plugin Framework is enhanced to include barcode support. The enhancement is a new method named ofscbarcodescanner. Note: The plugin framework in release 18A is backward compatible with the version introduced in Table 2: callprocedure method parameters List of callprocedure method parameters. Param name Mandatory Type Description apiversion Yes integer version method Yes string Must equal callprocedure" procedure Yes string Procedure name callid Yes string Unique string identifier which is used to apply procedure response within plug-in Note: The current version supports scanbarcode and openlink values for procedure parameter. SUPPORTED PROCEDURES scanbarcode Parts and equipment usually have barcodes printed on their package or on the device. This procedure provides barcode and 2D (for example, QR, DATAMATRIX) code scanner functionality to make the search easier for needed items in the inventory pools. 24

35 Chapter 6 When this procedure is called, the scanner window is opened, which shows the live camera picture. When the barcode is recognized, the scanner windows are closed, and the resulting values are sent to the Plugin through the callprocedureresult method. If the barcode scanner is unavailable or Mobility is not run inside the Mobile app, the corresponding error code is returned to the plugin through an error message. Having Mobile (for Android or ios) is a prerequisite to use the Barcode Scanner Mobile Plugin Framework to search by barcode. Table 3: Supported Barcode and 2D Code Types List of supported barcode and 2D Code types. Barcode Type Android ios QR_CODE + + DATA_MATRIX + + UPC_A + + UPC_E + + EAN_8 + + EAN_ CODE_ CODE_93 + CODE_128 + CODABAR + ITF + RSS14 + PDF417 + RSS_EXPANDED openlink This procedure provides a common way to open external URL links either with Mobility run in the web browser or in Mobile app. When Mobile is used, the given URL opens externally in a web browser. If not, it opens as a new browser tab. Errors types that are related to 'callprocedure' Table 4: callprocedure Error Types The "error" message contains only errors of these types. 25

36 Chapter 6 Type When occurs Available message fields TYPE_PROCEDURE_ERROR Procedure call not valid due to missed params, procedure and procedure executed with error. callid (if available) Procedure params not valid or missed. procedure TYPE_PROCEDURE_PARAM callid Available message fields procedure - name of procedure on which error occured callid - id of procedure call, caused the error. Equals to received callid param of callprocedure method Error codes for TYPE_PROCEDURE_ERROR Table 5: Error Codes List error codes for TYPE_PROCEDURE_ERROR. Code Caused by procedure Error Type Cause CODE_CALL_ID_EMPTY scanbarcode Validation error Empty callid param. CODE_CALL_ID_INVALID - Validation error Invalid callid param. CODE_CALL_ID_DUPLICATE - Validation error Duplicate callid param. CODE_PROCEDURE_FAILED - Execution error Procedure execution failed to various reasons. CODE_PROCEDURE_UNKNOWN - Execution error Procedure was called with unknown procedure name. CODE_PROCEDURE_UNAVAILABLE - Internal error OFSC Mobility service related to procedure is not available. CODE_PROCEDURE_ACCEPTS_NO_PARAMS - Validation error Procedure was called with params. Error codes for TYPE_PROCEDURE_PARAM Table 6: Error Codes Code Caused by procedure Error Type Cause CODE_PROCEDURE_MANDATORY_PARAM_EMPTY openlink Validation error Mandatory param is missed. CODE_PROCEDURE_PARAM_VALUE_INVALID - Validation error Param value is not valid. 26

37 Chapter 6 Note: In current version of Plugin there are two procedures - "scanbarcode" and "openlink". callprocedureresult method Mobility sends the message with this method to the plug-in after the execution of a procedure initiated by the callprocedure method. If the procedure fails, the error message is sent instead. Table 7: callprocedure method parameters List of callprocedure method parameters. Param name Mandatory Type Description apiversion Yes integer Plugin version Method Yes string Equals callprocedureresult Procedure Yes string Procedure name resultdata No string Result of execution of procedure scanbarcode procedure For this procedure, the resultdata param of callprocedureresult message is an object, which contains the following fields: Key Type Description apiversion string Plugin version Format string Type of recognized barcode. See Supported barcode and 2D code types Cancelled string Equals trueif user closed the scanner window before the code's recognized openlink procedure For this procedure, the callprocedureresult message is sent just to indicate that the procedure is executed successfully. The resultdata parameter does not contain any data. Mobile for Android or ios must be a part of your subscription to use this feature. For more information, see the Mobile plug-in framework guide. Core Improvements With the February 2018 (18A) release, a number of Core improvements have been made to improve and simplify integration: GET Activities operation is added enabling activity search for multiple days using a wide range of parameters. 27

38 Chapter 6 Resource operations including Get resource, Get resources, Get resources children, and Get Resources descendants operations: New optional "expand" and "fields" parameters Return the 'avatar' picture of a user GET Work Schedules is updated to return work shift labels and non-working reasons. Bulk Activity Upload is enhanced to include the use of the internal activity ID. Where is my technician that provides a simple mechanism to track work order status and information about a resource (technician) in a single request. GET ACTIVITIES OPERATION A new operation GetActivities allows you to search for activities. EXAMPLE: GET v1/activities?q=status == 'pending' and slawindowend < ' ' This operation allows using the following parameters: datefrom: required. date from which to start returning activities. May be in the past (activities up to Data Retention policy cutoff can be returned with this operation). Format: YYYY-MM-DD. dateto: required. date until which to return activities. Format: YYYY-MM-DD. limit: number of items to return in response. Maximum value of this parameter is 100,000. Default value is 10,000. offset: number of items to skip from the beginning of the response. Default value is 0. resources: required. comma-separated list of resources for which to return activities. includenonscheduled: optional. enum (same values as this parameter has for "Seach Activities" ). includechildren: optional, enum ("none", "immediate", "all"). Default: "none" which means only the ones in "resources" list are included in the filter. q: complex query statement, which can include one or more fields or custom properties. See description below. Parameter name "q" is recommended by Oracle REST Standard. Example: GET v1/activities?q=status == 'pending' and slawindowend < ' ' fields: optional. list of activity fields and custom properties, to return in response, separated by comma. Default: "activityid,resourceid,date,status". Example: GET v1/activities?fields=activityid,status,apptnumber,xa_property_x q PARAMETER The 'q' parameter is used to specify the filter expression and the value should be an expression with the following syntax: Filter expression is specified as a single string. It should evaluate to a boolean expression. It should contain one or more comparison statements. 28

39 Chapter 6 Comparison statements have form: <field><operator><value>. For example, activitydetails.activitytype == 'Install'. This order cannot be changed, therefore ('Install' == activitydetails.activitytype) is not valid. Comparing field to field (A== B) or value-to-value (1 == 1) is also not valid. Field has to be an alphanumeric identifier with no spaces or special characters except underscore. Subfields are separated by dot (.).Following are some examples: String literals are delimited by single quotes, with escape character ~, for example: str =='My string with ~' a quote inside' num ==0 num ==12345 num ==-67 Array literals have to only contain strings or only integers, and are in square brackets. Empty arrays are not allowed. Arrays are only allowed following the "in" operator. For example: enum in [1,2,3] enum in ['Abc','Def','Ghi'] String comparisons are valid. For example: date > ' ' String-integer coercion occurs. For example: num== -123 is the same as num== '-123' String comparisons are case-insensitive. For example: name == 'john.smith' is the same as name == 'JOHN.SMITH' Multiple comparison statements have to be separated by logical operators (and, or). For example: str == 'My String' Integer literals are without quotes, may not contain dot or leading zeroes. For example: field.subfield Value can be either a string literal, an integer literal, or an array literal of strings and integers. activitydetails.x_myprop_10 Comparison operators are: <, >, <=, >=, ==,!=, in activitydetails.activitytype A == 1 and B == 2 or C == 3 A == 'xx' or A == 'yy' Operator precedence: comparison operators: ==,!=, <, >, <=, >=, in 'not' 'and', 'or'. Logical operators ('and' / 'or') have the same precedence, so parentheses can be used to achieve precedence. For example: A == 1 and (B == 2 or C == 3) 29

40 Chapter 6 Operators are also case-insensitive: (num IN[1,2,3]) OR (num < 0) Any statement can be preceded by "not" operator to negate it. not (activitytype in ['IN','TC','BR']) A == 1 and not ( B == 2 or B == 3 ) Whitespace outside strings is ignored. When the field being compared does not exist in the event, or is null, then it evaluates to an empty string. For example, expressions (non_existent_field == ''), (null_field == '') are both true. Successful response contains: expression - value of 'q' as parsed. hasmore - boolean. items - an array of activity elements, with the same structure as return by "GET activities/{activityid}" offset - integer, the offset that was passed as query parameter, or 0 if it was not passed. limit - integer, the actual limit that was applied by server. Usually equal to the "limit" parameter in request, but may be less. true - indicates that there are more results that can be retrieved with successive paging requests. false - indicates there are no results or this is the final page. links - contains links to: current page next page (unless this is a final page) CONDITIONS OR RESTRICTIONS The Core - Get Activities is subject to the following conditions: Number of Requests Following indicate the request number restriction: It is possible to run three 'get_activities' requests simultaneously. If more than 3 requests are sent, the additional requests are queued. Up to 10 requests can be queued. If 10 requests are queued and additional requests are sent, they are immediately rejected with an error message. Maximum time of a request waiting for execution in the queue is 30 seconds. When the waiting time is exceeded an error message is returned. Number of Activities Returned up to 100,000 activities can be returned in a single response. If the 'select_count' parameter in the request is set to a value greater than , the response will contain an error message with the explanation of the error. Date Range No more than 31 days can be searched in a single request. If the date range ('date_to' 'date_from') is longer than 31 days, the response will contain an error message with the explanation of the error. 30

41 Chapter 6 Response Size A single response size is limited to 20 MB. If the response size is close to 20 MB, the method returns fewer activities than requested and the response contains the 'have_more_results' parameter set to 'true'. This parameter indicates that there are more activities to be returned. In this case, a new request with 'select_from' value set to (last returned count + 1) is sent. Operation Run Time A single operation can run no longer than 30 seconds. When the 30-second time limit has been reached, the method returns fewer activities than requested and the response contains the 'have_more_results' parameter set to 'true'. This parameter indicates that there are more activities to be returned. In this case, a new request with 'select_from' value set to (last returned count + 1) is sent. If the time limit has been exceeded before any activities are included in the response (for example, due to slow database response) an error is returned. Custom Properties Quantity The maximum number of custom properties used in the request and/or returned in the response is 50. If more than 50 properties are included in the request, the response will contain an error message with the explanation of the error. The 50-property restriction includes both the custom properties used in the 'required_properties' list and in the filter expressions. GET RESOURCES OPERATIONS The following parameters has been added to the Get Resource, Get Resources, Get resources children, and Get resources descendants operations: expand: Using this parameter, you can embed any one of the sub-entity (that is, workzones, workskills, inventories, workschedules) into each returned resource item. For example, the following query will return the workzones linked to the specified resource: api.etadirect.com/rest/ofsccore/v1/resources/{resourceid}?expand=workzones Note: To avoid huge responses, any sub-entity that contains more than 500 items will not be expanded (for this particular item only) and will be returned as a usual link. The link can be used to retrieve the subentity in a separate call using limit and offset parameters to control the response size. fields: Specifies comma-separated names of resource fields that are to be returned in the response. Using the new parameter, it is possible to specify the list of fields that are needed for the integration flow and therefore reduce the traffic. The avatar picture of the user will be returned in the response in addition to the resource information for the Get Resource, Get Resources, Get resources children, and Get resources descendants operations. If a user has an 'avatar' picture uploaded and is specified as a 'main resource' in the user configuration, then the avatar picture can be obtained directly from the resource. This improvement allows integrations that need the user's picture to avoid many unnecessary calls. If a user has the 'avatar' picture uploaded and that user has 'main resource' specified then that avatar image can be obtain directly from the resource. It is supported by all resource operations (Get resource, Get resources, Get resource children, Get resource descendants). GET WORK SCHEDULES OPERATION The Get work schedules operation returns a list of work schedules assigned to the specified resource. New information has been added to the response and contains work shift labels and non-working reasons. BULK UPLOAD ACTIVITY OPERATION 31

42 Chapter 6 The identifyactivityby parameter for the Bulk upload activity operation has been extended to accept the activity internal key and now supports the following values: apptnumber apptnumber and customernumber combination activityid value (new) Implementing new integration flows are now based on the internal key usage with bulk upload function. If this option is used then each activity item must contain the field "activityid". if the activityid field is sent but not found in then the not found message is returned for particular activity item. Note that it is not possible to create new activity by specifying the internal activity Id as the internal Id is generated by. To create a new activity with such request the special value activityid = null should be sent. Note that the parameter "ifinfinalstatusthen" with the value "CreateNew" cannot be used if the identifyactivityby = activityid. WHERE IS MY TECHNICIAN In Core, the new operation whereismytech provides integrators with a convenient mechanism to track the work orders status and information about a technician. It returns job's status, estimated or actual start time, technician s name, technician s coordinates, and technician user's picture. The picture is obtained from the avatar field of the user if he is linked to the resource as the Main Resource. The operation takes an activity ID as the parameter. In case of mass or repeating activities, each activity should be instantiated; otherwise, it does not have an ID. The function is not designed for multiday activities, however, it can work with multiday segments as with simple activities. Multiday master activity should not be used with the function as their statuses have different flows and the result of the functions can be different from the described. The requires the following conditions are met: Customer Communication Cloud is enabled and part of the subscription Permission Core for Activity is granted in the "Applications" configuration screen ( permissions) The function will return error "403 Forbidden" for requests if either of the conditions above is not met. The implementation details of the operation are as follows: HTTP Method: GET URL: /rest/ofsccore/v1/whereismytech/?activityid={activityid}&includeavatarimagedata=true Query parameters include: activityid - The unique identifier of the activity in. It is a required parameter. activityfields - The comma-separated names of activity fields that you want returned in the response. The available fields are same as that present in the get activity function except for file properties. The activityid field is always returned. This parameter is optional. includeavatarimagedata - Indicates whether the Base64 encoded image data source is included or not. The default value is false. If the value is true, then the response will contain the image binary data in Base64 encoded format. It is an optional parameter. 32

43 Chapter 6 resourcefields - The comma-separated names of resource fields that you want returned in the response. The available fields are same as those present in the get resource function except for file fields. The resource 'name' field is returned when it is applicable to ignore this parameter. This parameter is optional. Response structure - Response contains the following fields: status Status of the activity, can contain one of the values following value: notassigned, assigned, ontheway, started, notdone, complete, and cancelled. activitydetails This object contains the following information: activityid - The unique identifier of the activity in. timezonediff - The difference in minutes between UTC and the customer's local time. For example, -180 means that customer's time is 3 hours behind UTC. timezoneiana The IANA name of the customer time zone. For example, 'America/New_York'. coordinates The object contains the coordinates of the technician, if they are known and the status is appropriate. The values are provided as floating point numbers with five digits after decimal point at maximum. starttime The estimated start time for activities in 'pending' status or the actual start time for activities in 'started', 'completed', 'notdone' status. This field contains UTC time in "YYYY-MM-DD HH:MM:SS" format. latitude The latitude (in degrees) value of technician s coordinates. longitude The longitude (in degrees) value of the technician s coordinates. time The time (ISO 8601 compatible) when the coordinates were set. resourcedetails This object contains the following information: name The technician's name taken from the resource name field. avatar The object contains the following information: filename The filename of picture imagedata - Base64 encoded image data (optional, if requested) mediatype The format of image file (jpeg, png) rel The field contains the constant value "picture". href The URL of the technician's picture. For more information, see the REST for Field Service Cloud guide. Event Enhancement for Resource and User Events The Events, part of s Core, allows customers to subscribe to events and receive notifications in near real-time. This feature introduces new subscription events for Resources and Users. This addition also supports: 33

44 Chapter 6 List of fields to monitor for changes - so that the event is published only if one or more of the fields in the list are updated. Filter expression - events that do not match the expression are not published. Fields to return in each of the published events. One example of how this can be used is to monitor when a resource changes position in the resource tree from one bucket to another. CREATE SUBSCRIPTION EXTENDED FUNCTIONALITY This feature extends the abilities for a new set of event types related to Resource and User objects: resourcecreated resourceupdated usercreated userupdated userdeleted It is now possible to specify the following fields for these event types: List of fields to monitor for changes the event is published only if one or more of the fields in the list are updated. Filter expression the events that do not match the expression will not be published. Fields to return in each of the published events. The syntax of the request to create subscription remains fully backward compatible. The changes in the request are as follows: The parameter events of the root object is now optional, as long as new parameter subscriptionconfig is specified. The parameter 'subscriptionconfig' can now be used with resource and user events as well as for activity and inventory in the earlier version. It is optional array of objects. Each object consists of the following fields: events (Required parameter): A list of event types that a subscriber would like to receive. If one of the following parameters is used (filterexpression, monitorchanges or fields) this list has to contain events of a single object type (for example only events related to activities etc.). Otherwise, event types can be mixed in one subscription. filterexpression (Optional. Default: all pass): Filter expression to apply. Only events matching this filter will get added to this subscription. monitorchanges (Optional. Default: change in any field will lead to event being published.): List of fields to track changes for. The event will only get published if any of these fields change (so this is an additional filter). The field names for resource events are the same names as you see in e.g. 'get resource' operation. The field names for user events are the same names as you see in e.g. 'get user' operation. 34

45 Chapter 6 Custom property labels can also be specified in this list. (note that custom properties of file type cannot be used) fields - list of fields and custom properties to additionally include in the event. These fields will be added to "activitydetails" element for activity events, "inventorydetails" for inventory events. The field names for resource events are the same names as you see in e.g. 'get resources' operation. The field names for user events are the same names as you see in e.g. 'get user' operation. Custom property labels can also be specified in this list. Optional. Default: only the changed fields and the key fields are published. If the 'subscriptionconfig' array contains more than one element, then the events matching any of the elements will be published. Order of 'subscriptionconfig' items is important because each event is tested to check if it matches the conditions of these items one by one, starting with the first item. If an event matches one of the 'subscriptionconfig' items, the items that follow the event are not checked. Monitoring changes feature is meaningless for the deletion operation so it has no effect on the 'userdeleted' event type. However, it will not cause error if specified. 'FILTEREXPRESSION' FIELD SYNTAX The syntax for the expressions used in the filterexpression is generally the same as that used for the activity and inventory related events. The fields of the resource and user objects can now be part of the expressions. Filter expression is specified as a single string. It should evaluate to a boolean expression. It should contain one or more comparison statements. Comparison statements have form: <field><operator><value>. For example, activitydetails.activitytype == 'Install'. This order cannot be changed, therefore ('Install' == activitydetails.activitytype) is not valid. Comparing field to field (A== B) or value-to-value (1 == 1) is also not valid. Field has to be an alphanumeric identifier with no spaces or special characters except underscore. Subfields are separated by dot (.).Following are some examples: activitydetails.activitytype activitydetails.x_myprop_10 field.subfield Comparison operators are: <, >, <=, >=, ==,!=, in Value can be either a string literal, an integer literal, or an array literal of strings and integers. 35

46 Chapter 6 String literals are delimited by single quotes, with escape character ~, for example: num ==-67 enum in [1,2,3] enum in ['Abc','Def','Ghi'] String comparisons are valid. For example: date > ' ' String-integer coercion occurs. For example: num== -123 is the same as num== '-123' String comparisons are case-insensitive. For example: name == 'john.smith' is the same as name == 'JOHN.SMITH' Multiple comparison statements have to be separated by logical operators (and, or). For example: A == 1 and B == 2 or C == 3 A == 'xx' or A == 'yy' Operator precedence: num ==12345 num ==0 Array literals have to only contain strings or only integers, and are in square brackets. Empty arrays are not allowed. Arrays are only allowed following the "in" operator. For example: str =='My string with ~' a quote inside' Integer literals are without quotes, may not contain dot or leading zeroes. For example: str == 'My String' comparison operators: ==,!=, <, >, <=, >=, in 'not' 'and', 'or'. Logical operators ('and' / 'or') have the same precedence, so parentheses can be used to achieve precedence. For example: A == 1 and (B == 2 or C == 3) Operators are also case-insensitive: (num IN[1,2,3]) OR (num < 0) Any statement can be preceded by "not" operator to negate it. not (activitytype in ['IN','TC','BR']) A == 1 and not ( B == 2 or B == 3 ) Whitespace outside strings is ignored. When the field being compared does not exist in the event, or is null, then it evaluates to an empty string. For example, expressions (non_existent_field == ''), (null_field == '') are both true. 'GET_EVENTS' CHANGES TO SUPPORT A DISASTER RECOVERY FLOW 36

47 Chapter 6 Normally, each call to the 'get_events' function returns the attribute 'nextpage=value' containing the next page identifier. The system may pass it to the next request as 'page' parameter to continue getting events. The enhancement helps to implement the flow to restore the process after abnormal termination. In such cases, the system can pass the special identifier 'page=lastrequested' with the next call of 'get_events' function. When Oracle Field Service Cloud receives that special value it will use the previous identifier value that was sent for this subscription. Each time receives a call to the 'get_events' function with the parameter 'page' specified, it stores that value along with the subscription, so that whenever the special 'lastrequested' value is received, Oracle Field Service Cloud will use the stored value from the previous request for this subscription. If the 'lastrequested' value is used with the very first get_events request, will use the initial page value, the same which was returned by create subscription operation, so that the response will contains initial set of the events from the moment of subscription. The flow is as follows: An external system creates a subscription and obtains the Subscription ID The external system makes a subsequent call passing the Subscription ID and the page identifier obtained in the previous successful 'get_events' call The external gets a failure during the processing of the resultsthe external system calls the 'get_events' function passing the Subscription ID and the special page identifier 'lastrequested'. uses the value of the page parameter received in the previous call so that the external system receives events starting from the point just before the failure. This flow allows the external system restore the flow without losing the events due to the failure. In addition, it does not allow reprocessing of all the previous events that were already successfully processed. The external system makes a call to 'get_events' passing the Subscription ID and successfully retrieves the events related to the subscription For more information, see the REST for Field Service Cloud guide. Find Matching Resources Improved The findmatchingresources has been improved allowing searches to get matching resources without the need to create an activity. This enhancement save steps and integrations will not longer have to: temporarily create an activity perform the search remove the activity after the search While the findmatchingresources function remains fully backward compatible. All necessary activity information can be sent to the function directly. In order to perform the search without having to create activity first, all necessary activity information needs to be sent along with the request. A new request field activity was added to the function. 37

48 Chapter 6 Some of the important implementation details of the function are as follows: Only one of the parameters (activity, activityid, or activitysearchfields) can be sent in each request. If more than one of the parameters is sent together then 400 error is returned. The activitytype field must be present as it specifies the activity features in. Depending on the configuration some other activity fields may be required: Table 8: Activity Fields Activity fields that may be required. Activity type feature Mandatory fields in the request configuration Activity type supports work zones All fields that are part of the work zone key Activity type Work zone key configuration Activity type supports work skills All fields that are used in work skill conditions Activity type Work skill conditions Activity type feature Calculate travel is on All fields that are used in the activity travel key Activity type Statistic parameters - Activity travel key Activity type feature Calculate duration is on All fields that are used in the activity duration key Activity type Statistic parameters - Activity duration key If the specified set of fields are not enough to perform the search as described in the table above, the function returns error bad request. For more information, see the REST for Field Service Cloud guide. Timeout Message in Reports and Removal of SOAP Reports With the February 2018 (18A) release, notifications are sent when loading reports containing huge volumes of data. Earlier, reports loaded quickly for child resources with the big amount of records, however, they did not load if the respective parent resource is selected in the resource tree with 'Apply hierarchically' check-box checked. As part of this enhancement, a timeout message is displayed whenever a report takes more than 30 seconds to load. This helps in taking the next steps to proceed. Following messages are displayed: Unable to load data. Change parameters and press apply to view report Message will be displayed for reports with huge volumes of data if they takes more than 30 seconds to load data. You can change the current filter to load the data. A notification message is displayed when SQL execution limit ( reaches the maximum and the filter should be restricted. With the February 2018 (18A) release, SOAP reports will be removed in order to reduce data volumes and improve system performance. For more information, see the Using Core Manage Cloud Service guide. 38

49 Chapter 6 How to Host a Plug-In If your plug-in consists only of HTML, CSS, and JavaScript files and doesn't contain server-side files, then you can upload it in. No additional hosting is required. The plug-in framework handles the communication between the hosted plug-in and. You can host a maximum of 10 plug-ins per instance. The steps to host a plug-in are: Prepare the plug-in for upload. Upload the plug-in. After hosting a plug-in, you can: Use it in an action link Move between instances Modify Rollback to a previous version Delete Note: A hosted plug-in works only with Oracle Field Service Mobility Cloud Service. Preparing a Plug-In for Upload The plug-in must be in a specific format to be uploaded. If not, you cannot upload it, you must host it elsewhere. The plug-in files must meet the following requirements: You must upload a ZIP archive of the plug-in files. You can upload only the files of following types:.html.css.js.jpg.jpeg.png.gif.svg appcache You can organize files in sub-directories, but you must have the "index.html" file in the root folder. Each file can be a maximum of 1 MB and the total size of the compressed archive must be less than 500 KB. 39

50 Chapter 6 You can have a maximum of 10 files or directories in the archive. Note: The plug-in files uploaded in are available by unique URLs on the Internet. The URLs are generated automatically and contain a long string. There is no authentication to access these files, so anyone who has the direct link to the file can download the file. Therefore, do not store any sensitive information such as passwords or login names in the plug-in archive. If you do not want your code to be available without authentication, we recommend that you do not use the hosted plug-in functionality. Be aware that the communication between the plug-in and starts only when a user successfully logs in to. Working Offline You can create the plug-in to work offline using the Application Cache functionality, which is specified in HTML5 specification (section "5.7 Offline Web Applications"). You can include the manifest file in the archive and associate your index.html file with it. For example, if the name of the manifest file is "manifest.appcache" then include the following code in the html file: <html manifest="manifest.appcache"> Do not add this line if your plug-in is intended to work only online. Each version of the uploaded plug-in is hosted in a separate directory. If you use the application cache functionality, the browser considers each new version of the plug-in as a separate offline application. Further, by default the browser doesn't clean up the application cache of the previous versions of the plug-in. So, do not create too many versions of the plug-ins on the production instance. Tip: If you experience an overflow of the application cache in the browser, clean up the offline cache of the browser. Upload a Plug-In You must upload the plug-in archive to use it as a hosted plug-in. Uploading a plug-in includes: 1. Creating the name of the plug-in. 2. Uploading the plug-in archive. Steps 1. To create the name of the plug-in: a. Click Configuration - Action Management - Hosted Plugins. The Hosted Plugins screen appears, with the list of existing hosted plug-ins. b. Click the plus icon. The Add Hosted Plug-in dialog appears. c. Enter the name of the plug-in and click Add. This name is displayed when you link the plug-in on the Action management screen. Endusers do not see the plug-in name. 2. To upload the archive, click Browse on the Hosted Plugins screen and select the ZIP archive that is ready for upload. 40

51 Chapter 6 The Version history section is populated with: The user name of the user that uploaded the files. The date on which the archive is uploaded. A link to download the archive. To be able to use the plug-in, you must add it to an action link. See the Use a hosted plug-in in action link topic. Modify, Download, or Delete an Archive After uploading a plug-in archive, you might want to modify it, download it, or delete it. Steps 1. To modify a hosted plug-in, you upload a newer version. To upload a newer version of the archive, click Browse on the Hosted Plugins screen and upload it again. Whenever you upload a newer version of a plug-in, the following happens: The current version becomes a historical one. The previous version is removed from. The newly uploaded version becomes the current one. 2. To delete a plug-in first unassign it from all the action links it is added to. Then, click the minus icon on the Hosted Plugins page. The plug-in is deleted with all its historical versions. 3. To download a plug-in, determine the version that you want to download in the Version history section. Click Download. 4. To rollback to a previous version, download the version that you want to rollback to. Click Browse and upload it again. 5. To move all the uploaded plug-ins between instances, export from the required instance using the Export function on the Action Management screen. Import the exported files using the Import function in the target instance. 6. To move a single plug-in between instances, download it from the required instance. Upload it in the target instance. Use in an Action Link To be able to use a hosted plug-in, you must first add it to an action link and then add the action link to a screen using Visual form editor. In other words, the name of the plug-in created in the Hosted plug-ins screen is added to an action link in the Add action link screen. Steps 1. Click Configuration. 2. Click Action Management in the Displays section. 3. Click Add action link. The Add action link window opens. 41

52 Chapter 6 4. Complete the following fields on the General tab: This table describes the fields available in the General tab. The first column gives the field name and the second column gives its description. Field Description Action name (English) A mandatory field defining the action or plug-in name in the English language. The action or plug-in appears under this name in the actual context. Action name (other languages) Action or plug-in name translations to other languages, if used. Action label A mandatory field defining a unique action or plug-in label. Entity Entity (activity, inventory, required inventory, resource, service request, user) to which the action or plug-in is to be related. For example, if you select Inventory, the action will appear only in the contexts related to inventory. Leave the field blank for the action to be available in all contexts of all the entities. Interface The application interface (Manage or Mobility) in which the action is to be used. Hosted plug-ins work only in the Mobility interface. Base action Base actions to be performed as a result of the custom action. The list of available base actions is filtered according to the Entity you have selected. For example, if you select required inventory for Entity, then Base action lists only the actions related to required inventory. The base action from which the plug-in is to be derived, if needed. When a base action is selected, the resulting plug-in functions per the same rules as the base action. It appears only in the contexts in which the base action appears and is shown or hidden according to the same visibility conditions. For example, if start_activity is selected as the base action for a plug-in, the plug-in is only shown in the context of a pending activity when there is no started activity in the same route, similar to the Start action. Is Plugin Whether the custom action is a plug-in. Select this check box. The Plug-in details tab is added to the Add/Edit action link window and the Custom params tab is no longer shown. 5. Complete the following fields in the Plug-in detail tab: This table describes the fields available in the Plug-in detail tab. The first column gives the field name and the second column gives its description. Field Description Type The plug-in type. Select HTML5 application. This means, the plug-in uses an external application to extend the functionality. An HTML5 application plug-in can be used in one of the following Mobility contexts - Activity List, Edit., View Activity, Inventory Grid or Add/Details Inventory. Use Plug-in Determines if the plug-in works through a third-party Plug-in or as a regular external plug-in. Select this check box. Use hosted plugin Defines whether you want to use a hosted plug-in. Select this check box. 42

53 Chapter 6 Field Description Hosted plugin The hosted plug-in that you want to use. Select the name from the drop-down menu. This field displays the names that you have created in the first step of the Upload a plug-in procedure. Disable Action Link in Offline Defines whether the plug-in is disabled in offline mode. Clear this check box if you want the plug-in to work in offline mode with Oracle Field Service Mobility Cloud Service. Secure parameters The secure information such as user name and password used to access a thirdparty service through HTTP. For example, a third-party map service. This data is encrypted and stored. Use the plus icon to add a new key-value pair. You can add a maximum of 20 key-value pairs, after which the icon is hidden. The maximum size of the parameters allowed is 5 KB. This size includes the data structure overhead and doesn't correspond to the length of keys and values of strings. Changes to the secure data are sent to Oracle Field Service Mobility Cloud Service during the next synchronization. The data is sent to the plug-in when the next message is sent. 6. Click OK on the Add action link window. 7. To add the action link to a screen using Visual Form Editor: a. Click Configuration - User Types. b. Select the user type for which you want to add the action link and then click Screen configuration. c. Expand Mobility and click the screen to which you want to add the action link. The Visual Form Editor for that screen appears. d. Click Actions. Drag and drop the newly created action link to the required area of the screen. e. Click Save. The action link is displayed on the selected screen, the next time you log in to Oracle Field Service Mobility Cloud Service. Storing and Passing Sensitive Data There are many cases when plug-ins use external applications that require sensitive data such as login credentials. Previously, sensitive data such as user s credentials were included in the plug-in code. The 18A (February 2018) release includes a safer and more secure way to store and edit sensitive data. A new section "Secure parameters" is added to the Action Management - Add/Edit action link screen. The Secure parameters section includes a Parameter name and a Parameter value. Once configured, this data is encrypted and stored in the database. A maximum of 20 key-value textbox pairs of values can be added, after which the button to add the parameters is hidden. The maximum size of the parameters allowed is 5 KB. This size includes the data structure overhead and doesn't correspond to the length of keys and values of strings. Changes to the secure data are sent to Mobility during the next synchronization. The data is sent to the plug-in when the next message is sent. 43

54 Chapter 6 The following figure shows the Edit action link page: The legends are: 1. + icon for adding new key-value textbox pairs. After you add 20 key-value pairs the button will be hidden. 2. Fields - 'Parameter name' and 'Parameter Value' for filling in sensitive data. 3. Help text. The size of secure data displayed on the Add/Edit action links screen includes the data structure overhead and doesn't equal the length of the keys and values strings. Length limit validation also counts this overhead as part of the length of secure parameters. Mobile Plug-in Updates Each message, sent by Mobility to Plug-in, where the method is supported, contains the new field 'secureddata'. Format of the messages for other methods, for example, 'error' has not changed. The message contains 'secureddata', only if at least one key-value pair is configured for whatever plug-in on the Action Management - Add/Edit action link screen in Manage. Every time secure data is changed, it is sent to Mobility on the next successful sync. After the update is sent to Mobility, the plug-in receives the up-to-date data with every message. Supported methods: init open wakeup 44

55 Chapter 6 Format of 'secureddata' field: secureddata field is an object, where: Each key is a String, which equals to the contents of "key" text input on the Add/Edit action link screen in Manage. Each value is a String, which equals to the contents of "value" text input for corresponding key on the Add/Edit action link screen in Manage. Order of entries is not guaranteed to be identical to order of key-value pairs on the Add/Edit action link screen in Manage. 45

56 7 Chapter 7 Core Manage Core Manage Core Manage Support of Contingent Workers With the February 2018 (18A) release, a new Contingent (or Infrequent) Workforce service is being introduced. A Contingent (or Infrequent) Workforce is one where the workers do not work directly for the company. They are contractors that may not have a dedicated or assigned routes every day. Typically, they will be assigned work infrequently, on an adhoc basis. This new offering provides businesses with additional configuration capabilities to support mixed usage models where there are in-house resources, dedicated contractors and/or Contingent Workers. To accommodate contingent workers, this release includes the new option, Resource is a contingent worker on the Add resource type and Edit resource type screens. This option lets you identify a resource as a contingent worker. A new read-only field, User classification field is added to the Users screen. This field indicates whether the user is a contingent worker. The values are: contingent worker and regular. HOW TO USE THE OPTION First, enable the Contingent Worker service, so that it is available as part of your subscription. Note: The Contingent Worker service is being targeted for availability and provisioning in April/May Once provisioned, the functionality will be available for use and configuration. To use the functionality, create a resource type for Contingent Workers. In other words, select the Resource is a contingent worker check box when creating a resource type on the Add resource type screen. Note: The Resource is a contingent worker check box is grayed out on the Edit resource type screen. This means, after you create a contingent worker resource type, you cannot change it back to a normal resource. Further, a contingent worker resource can only be a field resource and this resource must have only one corresponding contingent worker user. When you select the Resource is a contingent worker check box, the following fields are grayed out on the Add resource type screen: Resource can participate in team Resource can be a teamholder Share inventory in teamwork Share geolocation in teamwork Share work skills in teamwork (team-member only) Used for Quota management Routing can assign activities Working time includes travel to first activity Working time includes travel to final location (if defined) Enable 'Not activated in time' alert and trigger 46

57 Chapter 7 Core Manage Personalize the estimation of activity duration Use data reported to enhance company-wide estimations The following rules apply to contingent worker resources: When the Resource is a contingent worker check box is selected, the Role cannot be anything other than "Field Resource". This resource cannot participate in teamwork. This resource cannot access resources other than themselves. This resource cannot access the Video Chat service if provisioned. Quota does not consider contingent workers while calculating the available capacity. Routing will not assign activities to this resource. The alert regarding route activation does not display for this resource. 47

58 Chapter 7 Core Manage Travel and Activity durations from these resources are not included in the Company-wide statistics. Contingent workers are automatically removed from the application, if they have not activated their route in twelve (12) continuous months. VIEW CONTINGENT WORKFORCE Use the following options to view whether a resource is a regular or a contingent user: User classification: Contingent worker for contingent workforce and Regular for regular users. Resource type: The Resource Type filter option on the Users screen. As only a field resource can be linked to a user as a main resource, only field resource types are listed in the Resource type filter. The Resource type field is empty for users without a main resource. You must have Contingent Worker added to your subscription to use this feature. For more information, see the Administering guide. Support of Favorites in Resource Tree With the 18A release, Core Manage and Mobility users can setup and utilize Favorites in the resource tree. This feature enables quick access to frequently used resources including Buckets, Field Resources, Organization units, Tools, or Vehicles. Both Core Manage and Mobility interfaces support the Favorite resources option. The favorite resources that a user marks in Core Manage are displayed automatically in Mobility in the Supervisor view. When a user marks a resource as favorite, a star appears next to it. In Core Manage, Favorites is shown as a separate group located at the top of the resource tree. Whereas in Mobility, Favorites is represented as a Group. Further, favorites are saved for a specific user (not a company level configuration). Here are some example screenshots: Core Manage 48

59 Chapter 7 Core Manage Mobility The Favorite resources and the Favorites group have the following characteristics: You can create Favorites only in the Core Manage interface. Actions available in the main resource tree such as drag and drop and filter are supported for the Favorites group as well. When searched for a resource, Favorites and the main resource tree resources are searched. You can collapse the root element in the resource tree to view only the Favorites group. Favorite resources in the group are displayed regardless of the selected resource filters. All warnings shown on the resource icon and resource hint in the resource tree are supported for Favorite resources. When searched by activity, the main resource tree resource is considered, and the Favorites group is avoided. The Favorites group is shown on the following screens in the Core Manage interface: Activities Daily Dashboard Reports Resource info Resource calendars Inventories Locations Resource work zones Users Favorites are not available on the following screens in the Core Manage interface: Quota 49

60 Chapter 7 Core Manage Forecasting Routing If you add a new resource or remove a resource from Favorites in Mobility, it will appear or be removed from Core Manage. The reverse is also true. FAVORITES IN MOBILITY When you create the Favorites group in the Core Manage interface, it is automatically created and displayed in Mobility under the Supervisor view. The Favorites group: Has a star next to it Is part of other managed groups Has the same characteristics as a managed group Can be renamed in Mobility but will still display the star and behaves as a Favorites group Contains the same resources that are setup in Core Manage Steps to Enable The Administrator must configure the "Resource hint" screen context in Core Manage for the required User Type with the "Set as favorite" and "Remove from favorites" actions. To mark a resource as favorite: 1. In Core Manage, click the resource in the resource tree. 2. Click Set as favorite in the resource hint. A star appears next to the resource in the resource tree. A group by name Favorites is created at the top of the resource tree, and the favorite resource is added to it. 3. To remove a favorite resource, click the resource and click Remove from favorites in the resource hint. For more information, see the Using Core Manage Cloud Service guide. 50

61 8 Chapter 8 Capacity Capacity Capacity Capacity The 18A (February 2018) release includes the following enhancements for Capacity Management: View Activities and Resources Used for Available Capacity Calculations: You can download a list of resources and activities from the Available Capacity screen to analyze the resources and activities that are used to calculate available capacity per capacity area, per category, and per day. This feature provides the following functionality: The Capacity categories field is populated only when the list is downloaded from Capacity Area or Group level. Both resources and activities may be counted in more than one capacity category, if one of the following conditions occur: Work skills of activities and/or resources corresponds to more than one capacity category. An activity is assigned to a resource whose work skills match to more than one capacity category. The number of rows that can be downloaded is limited to 10,000 rows and the data over this limit is truncated. The steps to enable this feature are: 1. Select the required capacity bucket from the left-hand pane. 2. Click View and select Available Capacity from the View drop-down list. 3. Click Apply. 4. In the Available Capacity page, click the used capacity number in the All Day column for the required capacity category and then click Download activities list. Lists downloaded from aggregated screens may have many rows and hence, take longer time to download. 5. Save the file, open it with a text editor or a table processor, and review the following fields in the downloaded file: Activity ID Activity type label Activity type name Activity status 51

62 Chapter 8 Capacity Activity number Activity identifier ETA Activity duration Travel duration Service window start Service window end SLA window start SLA window end Time of assignment Access Hours Time zone Capacity categories 6. To configure the download file format, you can select the required option from the Default Export Format drop-down list in the My Display page. 7. To configure the date or time format, select the required options from the Time Format and Date Format drop-down lists in the My Display page. 8. Click the resources number in the All Day column for the required capacity category and click Download resources list. 9. Save the file, open it with a text editor or a table processor, and review the following fields in the downloaded file: External ID Resource name Working time Duration of working time Org unit Organization Capacity categories For more information, see the Using Capacity Cloud Service guide. Prolong Quota and Capacity Calculation Period: In the February 2018 (18A) release, the maximum quota recalculation period is longer than it was in the release In that release, the maximum recalculation period measured in days was 99, or 15 if the measurement units were weeks. These values, set on the Business Rules screen, still work the same way in the 18A release, but now, any activities booked after that period up to a total of 1,098 days will also be used in quota calculations. This feature offers the benefit of being able to recalculate quota based on activities that are booked up to three years in advance. This lets businesses that require long-range booking take advantage of the application's quota recalculation ability to provide accurate quota information. For more information, see the Using Core Manage Cloud Service guide. 52

63 9 Chapter 9 Collaboration Collaboration Collaboration Collaboration The 18A (February 2018) release includes the following enhancements for Collaboration: Broadcasting for Supervisor Group and Helpdesk via Collaboration: Using the Group Message option, a supervisor or a helpdesk operator can perform the following actions: Select supervisor groups from Collaboration and broadcast a message or initiate a conference with the team members. Select helpdesk groups from Collaboration and broadcast a message or initiate a conference with the team members. Important information related to the feature: Broadcasting messages to the Helpdesk group is only available in the Manage interface. A supervisor can initiate a conference to all the members in a supervisor group, even if the visibility between the supervisor and members of that group is not configured. However, the user and the supervisor cannot have a one-to-one chat, if the visibility is not configured between the groups. A supervisor can broadcast messages to all the members in a supervisor group, even if the visibility between the supervisor and members of that group is not configured. However, the user and the supervisor cannot have a one-to-one chat, if the visibility (user and supervisor belongs to different collaboration user groups) is not configured between the groups. To enable the feature: 1. Log in to Oracle Field Service Mobility Cloud Service as a supervisor user. 2. From the Collaboration window, click the Menu icon. 3. Select the Group Message, User Groups option. The supervisor groups that the user monitors along with the collaboration user groups to which the user has visibility are displayed. 4. Select the required user groups and click Next. 5. Select the Broadcast or Conference option from the Message Type window and click Start Broadcast or Start Conference. The Broadcast or Conference window displays. 6. Enter the message in the Broadcast or Conference window and click Send. The message is sent to the users in the selected user groups. 7. Click Recipients to view the broadcast attributes such as acknowledged, read, successfully delivered, and not delivered counts. Similarly, if you are a helpdesk operator, you can broadcast a message or initiate a conference with the team members as follows: 1. Log in to the Oracle Field Service Core Manage Cloud Service interface as a helpdesk operator. 2. Repeat steps 2 through 7. For more information, see the Using Core Manage Cloud Service guide. 53

64 Chapter 9 Collaboration Transfer of Non-serialized Inventory with Quantity With the February 2018 (18A) release, you can transfer non-serialized inventory between resources using the Oracle Field Service Collaboration Cloud Service in Manage. You can perform the following actions: View the total number of available inventories and required number of inventories for a future activity. Define the required number of inventories that you want to transfer in the Collaboration window. Note: You can have more number of inventory available than what is projected in the system. Therefore, you can transfer more inventory than the available quantity. In such case, system is updated with a negative value of available quantity. Also, the maximum quantity that can be transferred or received by a user is 2,147,483,647 units. Steps to Enable: To transfer non-serialized inventory with quantity: 1. Log in to the Manage interface. 2. Navigate to Inventories for a specific resource. The Inventories page of the user displays. 3. From the Collaboration window, click the Menu icon. 4. Click Search Contact to locate a user. For example, assume that you want to transfer the inventories to the technician, William. Therefore, locate William in the Search Contact list and select William to open the chat window. 5. Select the non-serailized inventory that you wish to transfer and drag and drop it to the chat window. 6. Select the Transfer option in the chat window. 7. In the Quantity field, enter the quantity to transfer. 8. Click Send. 9. The recipient should accept the inventory transfer to complete the process. 10. To view the updated inventory in the Manage interface, select View from the Actions column. 11. To view the updated inventory in the Mobility interface, select Inventory in the Mobility interface and view the updated inventory in the Inventory list. For more information, see the Using Collaboration Cloud Service guide. 54

65 Chapter Daily Extract Daily Extract Daily Extract Daily Extract The 18A (February 2018) release includes the following enhancements for Daily Extract: Daily Extract Standardization: The 18A (February 2018) release provides standardized Daily Extract as public in terms of documentation and functionality. What's changed: Names for some fields were changed. Only field names are changed, not labels. BICS integrations will continue since labels are not changed. Customers using those fields in the Daily Extract configuration must adjust the integration. If customers use custom field names those names won't be changed and there will be no need to tune the integration. For a full list of changed field names, see the What s New document. The following table gives the type of field, whether it is changed, and the changes to its custom properties: This table gives the type of field, whether it is changed, and the changes to its custom properties. Type of Field Whether Changed? Custom Properties Activity Yes Custom activity and resource properties (except file properties) can be configured and extracted for the "Activity Fields" data set. File properties are extracted according to configuration defined in the "Property File Fields" data set. Activity link fields Yes Custom properties are not supported for this data set. Activity work skill fields Yes Custom properties are not supported for this data set. GPS track fields No Custom properties are not supported for this data set. Inventory fields No Inventory custom properties (except file properties) can be configured and extracted for the "Inventory Fields" data set. File properties are extracted according to configuration defined in the "Property File Fields" data set. Message fields Yes Custom activity properties (except file properties) can be configured and extracted for the "Message Fields" data set. File properties are extracted according to configuration defined in the "Property File Fields" data set. Message text fields No Custom properties are not supported for this data set. PAS answer fields No Custom properties are not supported for this data set. PAS question fields No Custom properties are not supported for this data set. 55

66 Chapter 10 Daily Extract Type of Field Whether Changed? Custom Properties Property fields No Custom activity, inventory, resource, user and service request properties (except file properties) can be configured and extracted for the "Property fields" data set. File properties are extracted according to configuration defined in the "Property File Fields" data set. Property file fields Yes Any custom file property (except inventory file properties) can be configured and extracted for the "Property File Fields" data set. Property lookup fields No Custom activity, inventory, resource, user and service request lookup properties (except file properties) which is available by the end of the extraction period can be processed. File properties are extracted according to configuration defined in the "Property File Fields" data set. Resource fields No Resource custom properties (except file properties) can be configured and extracted for the "Property fields" data set. File properties are extracted according to configuration defined in the "Property File Fields" data set. Resource location fields Yes Custom properties are not supported for this data set. Resource property fields No Resource custom properties (except file properties) can be configured and extracted for the "Property fields" data set. File properties are extracted according to the configuration defined in the "Property File Fields" data set. Resource work skill fields No Custom properties are not supported for this data set. Route fields No Custom properties are not supported for this data set. Service request fields No Service request custom properties (except file properties) can be configured and extracted for the "Property fields" data set. File properties are extracted according to configuration defined in the "Property File Fields" data set. Time slot fields No Custom properties are not supported for this data set. Type list fields Yes Custom properties are not supported for this data set. User list fields Yes User custom properties (except file properties) can be configured and extracted for the "Property fields" data set. File properties are extracted according to configuration defined in the "Property File Fields" data set. User resource relation fields Yes Custom user properties (except file properties) can be configured and extracted for the "Property fields" data set. File properties are extracted according to configuration defined in the "Property File Fields" data set. To enable the changes: Validate your Daily Extract integration against the updates to fields and make any necessary adjustments. For more information, see the Configuring Daily Extract guide. Real-Time Data Integration with BICS & DBaaS: With the 18A (February 2018) release you can create new channels for Oracle Business Intelligence Cloud Services (BICS) and Oracle Database as a Service (DBaaS) that allow data transfer in real time. The feature is available on the Configuration page and it also introduces a new Outbound integration menu on the Configuration page. The Outbound integration channels is a new configuration page that will act as a single page to configure and view all outbound delivery channels in. This page contains a summary 56

67 Chapter 10 Daily Extract view of outbound delivery channels such as Daily extract, BICS, and DBaaS. User can create new channels for BICS and DBaaS from the UI. The Daily extract option will be available by default on this page. Note: The Daily Extract option will not be available on the Configuration page. Users have to navigate inside Outbound integration to access daily extraction configurations. After you add a new outbound channel, you can: Define the fields associated with an entity for integration with BICS. Configure field entities and attributes to Oracle Database as a Service. Data will be transferred to BICS/ DBaaS when events corresponding to that entity is triggered in the system. Here are the configurations statutes: This table gives the configuration status of data that is transferred to BICS and DBaaS. The Configuration Status column gives the status, the User Interface Mockup column gives the user interface at the time of the corresponding status, the UI Behavior column gives the behavior of the application, and the User Action column gives the action the user must take. Configuration Status User created a new channel User Interface Mockup UI Behavior Entities/ Tables Configured, But Daily Job/ Real Time is not started Data Migration via Daily or Real-time completed for the selected channel User Action BICS/ DBaaS icon will be in enabled User required to configure state entity and tables Message is in grey color UI will have a message - No tables configured indicating the user to configure entity/tables he would like to create in BICS / DBaaS instances. User can use this icon to edit the channel details configured. BICS/ DBaaS icon will be in enabled state Message is in grey color UI will have a message - Data transfer has not been started indicating the user that tables have been created in the system but data transfer to BICS/ DBaaS is not initiated. N/A Data Transmission Sucess Rate- This is the Percentage of successfully transferred data. = (Total.No of events successfully Transferred in Event + Tota.no of successful row migrated in daily) / (Total No.rows in daily + Total.events in real time) Message - indicating last updated time. All the Monitoring data / information shown in this UI will get reset for every 24 hours. N/A Real-time data transfer will be initiated when the user-configured event is triggered in Oracle Field Service Cloud. Daily data transfer will be initiated when the daily job is triggered. 57

68 Chapter 10 Configuration Status Daily Extract User Interface Mockup Real Time communication Error with the Endpoint UI Behavior Icon - Disabled state Error Messages: Daily Extract Configurations. This will be available by default to the user. User Action Scenario: User configured an invalid host Message: "Host unreachable. Please check your credentials". User Action: User has to configure correct host ID. Scenario: Authentication error Message: Authentication Failed. Please check credentials. User Action: User has to configure Correct U.Name / Password Scenario:Authorisation error Message: Provided user is not authorized User Action: Access permission have to be configured for the user in BICS/ DBaaS Scenario: Account Locked Message: Account locked. Please reset your credentials. User Action: User has to reset the BICS/ DBaaS credentials. Icon -Enabled States Messages: User required to do update the channel credentials based on the error message. N/A Last time -Time of the last update Size - Size of the DailyExtract file Status- Status of the daily extraction process Values New / Completed / Failed Field level information: The fields and their descriptions are as follows: This table gives the fields and descriptions of the field level information of channels. 58

69 Chapter 10 Daily Extract Field Description Table Name Name of the table created in BICS. Data Transfer Mode of transfer selected between OFSC - BICS/ DBaaS. Status Status of the data transfer Values- New /Completed / In Progress / Failed. Last time Last updated time. Rows Updated No of rows updated in last 24 hours. Rows Skipped No of rows failed to transfer. Indicating data transfer completed successfully. Data transfer completed. But failed to transfer complete data. The system will retry the transfer of missed data. All the monitoring data and information shown in this UI will be reset every 24 hours. Data Transmission to Bics/ Dbaas Users can select the data transmission as real time or once daily against an entity in the system. Real-time data transmission will be initiated when an event corresponding to that entity is triggered in the system. Note: Near real time data transmission. Processing and transmission of data depends on the volume of data. We can expect a delay in transferring big volume of data. The data transfer, in this case, will be in near real-time in lieu of real-time. The daily transmission will be initiated as per the daily extraction period. Real-time transfer of Activity, inventory, ActivityLink, Resources, Users, and Route entities will be initiated after the daily extraction process. Real-time data transfer of these entities will be initiated only from the next day. For the list of supported and unsupported fields for data transmission, see the What s New document. Changes in Data Type The following 18A fields have been converted from IDs to label to unify the real time and daily transfer strategy. As a result, data type of 18A fields have changed. If you have created data models or reports in Oracle Business Intelligence using these fields, you must change the data types in your BICS instance as follows: Fields Data Type in release 17.8 Data Type in 18A Comments appt.a_tsid INTEGER VARCHAR Time slot internal ID is converted to label appt.aworktype INTEGER VARCHAR Activity Type internal ID is converted to label appt.aworkzone INTEGER VARCHAR Activity Work Zone internal ID is converted to label 59

70 Chapter 10 Daily Extract Fields Data Type in release 17.8 Data Type in 18A Comments appt.c_zid INTEGER VARCHAR Activity Time Zone internal ID is converted to label appt.clanguage INTEGER VARCHAR Customer Language internal ID is converted to label appt.first_manual_operation INTEGER VARCHAR First Manual Operation (old value - new value): 0 - UNDEFINED 1 - ASSIGN 2 - BUCKET_CHANGE 3 - REORDER 4 - UNSCHEDULE 5 - UNASSIGN 6 - RESCHEDULE 7 - REASSIGN 8 - TECHNICIAN_ASSIGN 9 - TECHNICIAN_BUCKET_CHANGE 10 - TECHNICIAN_UNSCHEDULE 11 - TECHNICIAN_UNASSIGN 12 - TECHNICIAN_RESCHEDULE 13 - TECHNICIAN_REASSIGN provider.ptype INTEGER VARCHAR Resource Type internal ID is converted to label provider.time_zone INTEGER VARCHAR Resource Time Zone internal ID is converted to label inventory.invtype INTEGER VARCHAR Inventory Type internal ID is converted to label provider.pactive INTEGER VARCHAR Resource Status (Old value / new Value) 0/null -> inactive 1 -> active 60

71 Chapter 10 Daily Extract Fields Data Type in release 17.8 Data Type in 18A Comments security_user.suweek_start INTEGER VARCHAR When the week starts for this user account: (Old Value / New value) 0/null -> sunday 1 -> monday 2 -> tuesday 3 -> wednesday, 4 -> thursday 5 -> friday 6 -> saturday -1 -> default provider.planguage INTEGER VARCHAR Provider Language Internal ID is converted to Label support_request.srtype INTEGER VARCHAR Support Request Type internal ID is converted to Label appt.delivery_window_start VARCHAR DATE appt.service_window_start VARCHAR DATE appt.delivery_window_end VARCHAR DATE appt.service_window_end VARCHAR DATE queue.calendar_time_from VARCHAR DATE queue.calendar_time_to VARCHAR DATE Date Format will only support UTC time format from 18A versions for date/ time fields. Date Time format If you have configured date and time with resource time zone, you will have to convert the dates to your required time zones in the report. Import-Export Function Import-Export Function The import and export functionality has been improved in 18A. This function will now perform field level validations and shows errors and warnings while importing file configurations. To import, click Import from BICS/ DBaaS/ DailyExtract configurations. 61

72 Chapter 10 Daily Extract To create a new outbound channel: 1. Click Configuration and select Outbound Integration. The Outbound Integration Channels configuration window opens. 2. To create a new channel, click Add. 3. In the Add Channel dialog, select the channel type from the Channel Type drop-down list. Business Intelligence Cloud Service - the Add Channel dialog displays the Name, URL, and Identity Domain fields. Database as a Service - the Add Channel dialog displays the Name, Host, Port, Connect with SID, and Connect with Service Name fields. 4. Add a new entity. Users can select a new entity in the configuration - this will create a new table in BICS / DBaaS. The following table describes the fields in the Add configuration dialog: This table gives the fields in the Add configuration dialog. Field name Description Table Name Table name to be created in BICS side. Entity fields. List of values, user can select the fields to be pushed to BICS/ DBaaS. Data Transfer List of Values. Once Daily- Data will be transferred to BICS/ DBaaS once in a day, per daily extraction period configured in the system. Real-time - Data transfer from to BICS / DBaaS will be in near real time. 5. Add fields to the entity. Users can select fields to be transferred to BICS/ DBaaS by adding fields into selected BICS / DBaaS entities. 6. Complete the fields and click OK to add the channel. The newly added outbound channel will now be available in the Outbound Integration page. After you add a new outbound channel: The Outbound Integration Channels configuration window displays the updated list of channels. The data processing and transmission depends on the volume of data stored. You may expect a delay in transferring big volumes of data. Also, the daily transmission will be initiated as per the daily extraction period. Real-time data transfer of the following entities will be initiated only from next day: Activity, inventory, ActivityLink, Resources, Users and Route entities. Data transmission to Oracle Business Intelligence Cloud Services or Oracle Database as a Service displayed in this page will be reset every day (24 hours). For more information, see the Configuring Daily Extract guide. ICS Adapter Enhancements: The following objects are exposed in the Adapter for Oracle Integration Cloud Service: Update Activity Update Inventory 62

73 Event Filter Feature Support including: Fields to monitor for changes Fields to return in each of the published events Activity inventories: Chapter 10 Daily Extract Create customer inventory Get customer inventory Get deinstalled inventory Get installed inventory Create Resources Update Resources To enable the feature, open the ICS Adapter and configure the objects you want to use. For more information, see the Configuring Daily Extract guide. 63

74 Chapter Mobility Mobility Mobility Mobile for ios In the February 2018 (18A) release, Mobility has been expanded to include an installable ios application. The application provides improved gathering of coordinates of the mobile resource when using Oracle Field Service Cloud Smart Location. It also works with the existing mobility screen configuration providing a seamless configuration experience. The ios Mobile App is targeted for availability on the App Store in early April 2018 after production updates are complete. Coordinates are only gathered when the user is logged into Mobility and the resource route is activated. The application can be installed and run under the following requirements: ios 10 or later Location Services are available and enabled End-User Flow Notes: 1. Once the user specifies the Instance and is taken to the Login screen, it is possible to change the instance only by restarting the application manually. 2. Mobile expects that the ios Location Services are enabled. Disabling the Location on device prevents the application from gathering coordinates. Users (or used MDM software) should set the following device settings: Location: Enabled Mode: High Accuracy (use GPS, WLAN and mobile network to determine location) 3. Mobile requires internet connection available (WLAN or Mobile networks). 4. Gathered coordinates are available on a server in near-real-time mode. Only the following prevent Oracle Field Service Cloud Mobile from providing an accurate mobile resource location: There is no available Internet connection on the device. ios Location Services are disabled on the device. Security Notes: 1. Authentication The feature does not require any additional user authentication. 2. Communication The application uses https protocol for any communication out of the device. The application does not support self-signed certificates. 3. Device security The application does not manage or control any security related device options. It is the client's responsibility to set reasonable secure options for the device: set password for unlock device, encrypt device, disable any developer mode options, and so on. It is the client's responsibility to verify any security tools for compatibility with the application: The application mustn't be prevented from starting or launching of web applications. 64

75 Chapter 11 Mobility The following ios permissions MUST NOT be blocked: Location Services (precise location: GPS and network based) Cellular Data 4. In order for camera and file upload/download functionality to work, the following permissions must be enabled: Camera Photo Library icloud When using Mobile Device Management (MDM) Software: Access must not prevent a user from tarting or launching of web application. The following ios permissions must be enabled: Location Services (precise location: GPS and network based) Cellular Data Camera Photo Library icloud Steps to Enable: To download and install the Mobile ios app: 1. Open the Apple App Store on the mobile device. 2. Find the application ' Mobile and select it. 3. Select Install. The Mobile ios application is downloaded and installed in the mobile device. 4. Read and accept the End User License Agreement. 5. Specify the Mobility instance. 6. In the Instance specification screen, accept the following: Instance Name in domain "etadirect.com" Fully classified URL of Mobility instance. User needs to specify Instance Name or URL on first run of the application. Next run utilizes previously populated Instance Name. Once Instance is specified, Mobile application runs the Mobility instance. 7. Enter the username and password to log in. For more information, see the Using Mobility Cloud Service guide. 65

76 Chapter 11 Mobility Mobility Landing Page The Mobility landing page has been enhanced with the February 2018 (18A) release. The update provides mobile users with a Dashboard view showing information related to a resource's day and route. Once configured, users logging into Mobility will have a Dashboard showing the following information: Resource Info Current / Next Activity Route Team Activities Assign to Team Inventory Add Activity Options 66

77 Chapter 11 Mobility All the above options appear as tiles in the home screen, from where you can navigate to the relative screens. For example, if you click the Activities tile, the Activities page appears on the screen. Here is a screenshot showing the Dashboard landing page in wide and narrow screen (based on the device): When the user is offline, the tiles in the Mobility landing page and links in the Navigation menu that are dependent on connectivity become inactive. The navigation symbol (>) present near the Team holder s name becomes invisible. Offline message appears in the header. This feature requires a configuration change to enable the Dashboard view and ensure backward compatibility. New customers subscribing to after 18A is released in Production will have the Dashboard as the default setting. Table 9: DASHBOARD TILES AND DESCRIPTIONS Lists the tiles in Mobility. 67

78 Chapter 11 Mobility Title Description Resource info This tile contains base information about the technician: photo name current date shift start - end time If the resource's photo is not available (that is, it hasn't been uploaded or when offline), resource initials are displayed instead. Clicking on this tile opens 'Resource Info' screen, if 'Resource Info' action link is added to Activity list screen in Mobility. If the action link is not added, the tile is not clickable. Resource Info Icon Activate Route / Deactivate Route / Reactivate Route 'Activate Route', 'Deactivate route', 'Reactivate route' tiles are displayed if the corresponding action link is configured for the Activity List screen in Mobility. Only one of these tiles can be displayed at a time in accordance with the following rules: Activate Route is displayed first. The tile is the link to the Activate Route screen. Once the route activation time is submitted, the tile disappears. Color of tile turns green when the shift start time has passed. Deactivate Route is displayed, if the route has been activated and there are no started and pending activities left in the route. The tile is the link to the Deactivate Route screen. Once the route deactivation time is submitted, the tile disappears. Color of tile turns green when the shift end time has passed. Reactivate Route is displayed if a route has been deactivated. The tile is the link to the Reactivate Route screen. Once the route reactivation time is submitted, the tile is replaced with Deactivate Route. 68

79 Chapter 11 Mobility Title Description Current / Next Activity This tile represents information about the actual state of a technician's route. It may contain the following elements: started activity next activity travel time to next activity idle time Started activity - current activity the technician is supposed to proceed with at the moment. The tile contains the following elements: square block with letter - the color of the block depends on activity type and activity status. If the activity address is not resolved, the block is empty. activity identifier - list of activity properties configured for Identify activity by screen. By default, all properties are displayed in a single line. To display each property in separate rows, "End of line" markers can be used when configuring Identify activity by screen. The following figure shows the current activity and next activity tiles: arrow - link to the Activity Details screen for that activity Adjust button - countdown with projected activity duration. Clicking Adjust lets users update the projected duration. The button turns red when less than 5 minutes to activity end is left. Complete button - link to the End activity screen. Idle time - displays idle time which may occur: before the next activity in the route between current activity and the next activity after the last activity in the route Idle time is calculated as time period between the end of one activity (projected or actual) and beginning of travel to another activity. So, if one activity is expected to end at 9 a.m., the next activity is scheduled for 11 a.m. and projected travel time between activities is 30 min, the duration of idle time is 1 hr 30 min. Travel time - is displayed only when the resource is moving to the next pending activity in the route. It contains the following elements: Adjust button - countdown with projected duration of travel time. Clicking Adjust lets users update the projected duration. The button turns red when less than 5 minutes to activity start time is left. Start button - link to the Start activity screen. Next activity - displays activity which is the next in the route but is not started yet. The tile contains the following elements: Adjust button - countdown with projected duration of travel time. Clicking Adjust lets users update the projected duration. The button turns red when less than 5 minutes to activity start time is left. Start button - link to the Start activity screen. Next activity - displays activity which is the next in the route but is not started yet. The tile contains the following elements: square block with letter - the color of the block depends on the activity type and activity status. If the activity address is not resolved, the block is empty. activity identifier - list of activity properties configured for the Identify activity by screen. By default, all properties are displayed in a single line. To display each property in separate rows, "End of line" markers can be used when configuring the Identify activity by screen. arrow - link to Activity Details screen for that activity. Navigate button - opens device native application to show the activity location. The button is displayed, if: The Navigate action link is configured for the Activity details screen in Mobility AND activity address is resolved. 69

80 Chapter 11 Title Mobility Description Call button - link you tap to call a number on a phone-capable device. It is displayed, if: The Customer phone (cphone) property is configured on the Activity Details screen in Mobility. The customer phone property is not empty. If the travel time is not calculated for the next activity (for example, the activity type is Lunch), two next activities are displayed one after another: Lunch and the activity after lunch. The following figure shows the current and next activity tiles: 70

81 Chapter 11 Mobility Title Description My Route (wide and narrow screens) Tile for wide screen contains Workload bar with percent of resource work time load for the selected day. Workload bar is grouped by activity statuses: Pending Started Completed Suspended Not done The tile for the narrow screen reflects the total number of activities in the resource route for the selected day. The tile redirects to the Route Map screen, if the Map action link is configured for the Activity List screen in Mobility. The tile is always displayed even if there are no activities in the route. If an activity's route is in jeopardy (for example, Missing SLA window), the tile turns orange. The following figure shows the My Route wide and narrow screens: 71

82 Chapter 11 Mobility Title Description My Team (wide and narrow screens) The tile for a wide screen represents information about all Teams that a resource contributes to, for the selected day. It is displayed only if the current resource assists to or is assisted by other resource for the selected day. Team-holder's name is displayed first in the list and is marked in bold. The arrow links to the Dashboard of the team-holder. If the current resource is the team-holder, the arrow won't show. Team members are listed further. Different teams are separated with horizontal dividers. The following notification may be displayed under the resource name: Non-working day Route is not activated Shift start-end - when resource shift differs from the shift of the current resource Only one item can be displayed, according to their order ('Non-working day' is the highest). The tile for a narrow screen shows the total number of resources in all resource teams. A click/tap on this tile opens a separate window with the details of the team. In case of any warnings (when any team member has 'Nonworking day' or 'Route is not activated'), the tile turns orange and the number of warnings is displayed for a small tile. The following figure shows the My Team wide and narrow screens: Activities This tile displays the number of non-scheduled activities for the selected resource. It leads to the Activity List screen. The following figure shows the Activities tile: 72

83 Chapter 11 Mobility Title Description Assign to team This tile is displayed if the create_teamwork action link is configured for the Activity List screen in Mobility. The following figure shows the Assign to Team tile: Inventory Inventory tile is displayed if the list_queue_inventories action link is configured for the Activity List screen in Mobility. It navigates to the Inventory screen. The tile color turns orange, if there are any Started or Pending activities with missing required inventories. In this case, it shows the quantity of such inventory. The following figure shows the Inventory tile: Add activity This tile is displayed, if the add_activity action link is configured for the Activity List screen in Mobility. The following figure shows the Add Activity tile: Options This tile is displayed if the Options action link is configured for the Activity List screen in Mobility. Navigates to the Options screen. The following figure shows the Options tile: Plug-in A separate tile is displayed for each plug-in configured as action link for the Activity List screen in Mobility. Each tile contains only the plug-in name. The following figure shows the Plug in tile: Steps to Enable You can configure the Mobility base screen for a resource using the Field Resource Landing Page parameter. This is a system configuration that is applied to all Mobility users. 73

84 Chapter 11 Mobility The following options are available: Dashboard: This view provides a summary Dashboard of information available to the resource. Activity list: This view provides information in a list view. Mobility Base screen: The following figure shows the Mobility base screen: To configure the Mobility base screen for a resource: 1. Login to Core manage. 2. Navigate to the Configuration screen. 3. Click Display. 4. Go to the Mobile Settings section and change the value of the Field Resource Landing Page. 5. Click Save. For more information, see the Using Mobility Cloud Service guide. Main Menu Layout in Supervisor Screen There is a new feature for users with the Supervisor view. With the February 2018 (18A) release, users with Supervisor view can configure the Main Menu layout. The following menu items are pre-configured for this layout and are available by default: Manage Maps Calendars Resources This feature allows the following changes in the Mobility main menu header: Add menu items Delete menu items Change order of menu items Modify visibility of the screens 74

85 Chapter 11 Mobility Include plug-ins in the Main menu New layout items will be available only in 'ReadOnly' mode. Layout items created from Plugins will be displayed with a default icon: Layout Items Icon When a user logs into the Mobility, the Manage item is seen first even if: There are no action links in Main menu configuration. Another action link is listed first in the main menu including a plug-in. Steps to Enable To configure the main menu layout: 1. Log in to Core Manage and click Configuration. 2. Click User Types. 3. In the User Types screen, click Mobility > Main menu items. 4. Make the changes as needed and click Save. For more information, see the Using Mobility Cloud Service guide. Improved Style for Activity List The Activity list, Inventory list, and Service list screens have an improved look and feel, and user experience. Borders have been removed from the lists. Activity list on the Nearby Activities map view has the "More" link placed in the middle. Here are some before and after examples: 75

86 Chapter 11 Mobility Activity list Before / After (width 320 pixels): 76

87 Chapter 11 Mobility Inventory list Before / After (width 320 pixels): For more information, see the Using Mobility Cloud Service guide. 77

88 12 Chapter 12 Routing Routing Routing Assign Activities to Temporary Resources via Urgent and Immediate Routing Temporarily assigned resources can get activities through urgent and immediate routing. This improves routing activities to resources that are outside the current bucket. This is enabled by checking the "Use resources outside the routing bucket" check box under the Filters section. By default, the "Use resources outside the routing bucket" check box is not checked for newly created and migrated routing plans. Steps to Enable To route activities by immediate/urgent routing plans outside of the current routing bucket: 1. Create an Immediate routing plan on the Bucket. 2. For this routing plan, click the Use resources outside the routing bucket check box. 3. Save the plan to the current routing bucket. 4. You can now add activities to the routing bucket. Add an activity that matches the filters of the routing plan and will have the same work zone of the resource that is outside of the bucket. The activity should be routed by the immediate/urgent routing plan to the resource outside of the routing bucket. For more information, see the Using Routing Cloud Service guide. Resource Filters in Immediate and Urgent Routing Previously, immediate or urgent routing plans could not be prevented from assigning activities to particular field resources who were already loaded with some activities or who should have been free for high priority work. With 18A, urgent and immediate routing plans contain resource filters similar to Bulk Routing plans. To ensure backward compatibility, the existing immediate plans are migrated with the following filters: "Bucket" filter set to "Do not assign", which prevents assignment to buckets "Other" filter set to "Normal', which means "no filtering - all the resources are used" Bucket to bucket routing It is possible to set up Bucket to Bucket routing using Immediate routing, the same way it is set up for Bulk routing. Old routing plans are migrated with filters preventing Bucket to Bucket routing to remain backward compatible, but new plans are created with Bucket to Bucket routing turned on. As immediate routing does not allow routing activities causing overtime, make sure that: target bucket is empty or 78

89 Chapter 12 Routing assigning the activity to the bucket will not produce overtime according to the assigned work schedule before using this bucket to bucket routing using immediate routing feature. Note: It is not possible to run Bucket to Bucket routing using Urgent Routing plans. The newly created immediate plans and urgent plans have only "Other" filter set to "Normal', which means "no filtering all the resources are used". In order to prevent Bucket to Bucket routing using Immediate routing, set "Bucket" filter to "Do not assign", and in order to allow it set the "Bucket" filter back to "Normal". Steps to Enable To use resource filters in immediate or urgent routing plan: 1. Navigate to the Routing screen. 2. In the row for the Immediate or urgent routing plan, click the Properties icon and select Modify. 3. In the Edit Routing Plan screen for Urgent and Immediate routing plan, expand the Filters section: 4. The Filters section is similar to the Bulk Routing with the following exceptions: Only one predefined filter is available for non-scheduled activities in the routing bucket. You cannot add other filters or delete existing filters. You cannot add/modify/delete activity filters. 5. Click Modify to set the filters as needed. The Add filter dialog for the immediate routing plan shows the filters set: 79