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Oracle 21C, Manual

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Oracle Field Service

Using Core Application

Chapter 2

Dispatcher Activities

Error messages may relate to unsupported links, the maximum and minimum intervals required by the link type
you have chosen, or to other scheduling and assignment constraints. You may have to create a new link type.

Related Topics

•

Links Page

Overview of En Route Status  

Resources can indicate when they are ‘En Route’ to an activity. Indicating en route makes the Where is My Technician
feature transparent and helps Routing prevent rescheduling 'En route' activities. Resources can perform the activities
that don't require travel (non-travel activities) according to the order in the route. However, after a resource sets ‘En
route’ for an activity, they cannot perform a non-travel activity.

When a resource sets ‘En route’ for an activity, the application adjusts the travel time according to the resource’s
location (with real-time traffic) and updates the ETA, despite existing Service Window, Access hours, or SLA. Real-time
traffic is available only if you have a valid license for Oracle Field Service Enterprise Edition with Google Maps. End
customers are notified about that and the 'Where is My Resource Technician' page shows the actual 'On the way' status.

You can configure a filter on the Routing configuration page to exclude ‘En route' activities from optimization.

Note:  When your organization has enabled the En route Support feature, you cannot use the bundling activities
feature. It is NOT a best practice to use the en route status when a resource doesn't go to a customer site.

Prerequisites to set the En route status for an activity:

•

You have a valid license for Oracle Field Service Enterprise Edition with Google Maps

•

En Route Support is selected on the Business Rules page.

•

Calculate travel is selected for the Activity type.

•

Activity is assigned to a Field resource.

•

Field resource has an activated route.

•

There is no Started activity in the route.

Resources can set an ordered, a not-ordered, or a non-scheduled activity in the route as 'En route'. However, to set the
‘En route’ status for an activity that is not the first activity in the route, the resource must have the permissions similar
to the ‘Start’ activity. They must have the 'Allow activity reorder inside the route' and the 'Allow activity move from non-
scheduled pool to scheduled one' permissions.

When you enable the ‘En route Support’ feature:

•

Resources can confirm that they are 'En route' to an appointment.

•

End customer is notified that the resource is on their way. The arrival time is updated.

•

End customer can see the actual 'On the way' status and the updated ETA on the 'Where is My Resource
Technician' page.

•

Resources can stop their travel if they don't need to go to the customer (for example, the appointment is
rescheduled).

•

While En route, a resource can change the direction and go to another urgent appointment.

81

Summary of Contents for 21C

Page 1: ...Oracle Field Service Using Core Application 21C ...

Page 2: ... to the rights and limitations specified in the license contained in the applicable contract The terms governing the U S Government s use of Oracle cloud services are defined by the applicable contract for such services 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 ...

Page 3: ...4 Keyboard Shortcuts 5 Restart or Reload the Application 6 2 Dispatcher Activities 7 How the User Interface is Organized 7 Dispatch Console Activities 48 Resources 117 Inventory 152 Dashboard Charts and Reports 167 Work Offline 168 Monitoring 170 3 Field Resource Activities 177 Best Practices 177 Start Your Day 177 Field Resource User Interface 185 Activities 202 Working with Segmentable Activitie...

Page 4: ...Oracle Field Service Using Core Application Inventory 245 Resources 252 End Your Day 263 ...

Page 5: ... inclusive culture that positively impacts our employees customers and partners we re working to remove insensitive terms from our products and documentation We re also mindful of the necessity to maintain compatibility with our customers existing technologies and the need to ensure continuity of service as Oracle s offerings and industry standards evolve Because of these technical constraints our...

Page 6: ...Oracle Field Service Using Core Application Preface ii ...

Page 7: ...rs 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 supported browsers apply to customers on the latest generally available GA release and are available at Oracle Field Service Browser Support Policy Log In Use htt...

Page 8: ... deactivate reactivate route Browse the activities list Print the route Add activities Send resource requests Browse the resource request list Browse resource request details For scheduled activities you can Change activity order position in the route Browse activity details Edit activity details Set an activity to started completed canceled delayed suspended not done Delay adjust time For resourc...

Page 9: ...on the server Use buttons that are only available for online use Use Oracle Field Service Collaboration Service Use Oracle Field Service Smart Location Field managers cannot Note These tasks are in addition to the ones listed above Move an activity to another resource when move within a user s route is enabled View all resources on the resource selection page if all resources don t fit on a single...

Page 10: ... The editors support keyboard navigation and voice assistants provide access to elements through the keyboard and introduce instructions for input format This table lists the applications that are rich in graphics and or text so you can adjust the color contrast in your operating system or browser or font size to view these pages Module Text rich Graphic rich Oracle Field Service Capacity Cloud Se...

Page 11: ...ware jet 6 reference keyboard touch oj ojDialog html Gantt chart https docs oracle com en middleware jet 6 reference keyboard touch oj ojGantt html Element to enter a number https docs oracle com en middleware jet 6 reference keyboard touch oj ojInputNumber html Text box https docs oracle com en middleware jet 6 reference keyboard touch oj ojInputText html Element to enter time https docs oracle c...

Page 12: ...hat were causing the issue This action will clear data related to Oracle Field Service from the device and any such data that was not synced to the server may be lost You will be redirected to the login page from where you can login to the application as usual Now the application will detect such errors arising during the loading process and will try to automatically resolve them Restart or Reload...

Page 13: ...en custom property values exceed 255 bytes the entire value is shown in the activity details API responses and Outbound Messages Only the first 255 bytes are used for search visibility conditions activity inventory list columns and their sorting and travel activity duration visit Work Zone Keys If you create a new condition with long values only the first 255 bytes are used with historic data all ...

Page 14: ...Oracle Field Service Using Core Application Chapter 2 Dispatcher Activities This image displays the About page displaying redwood theme when you open it in small screen devices 8 ...

Page 15: ...wood Theme Here are example screens showing the latest Redwood theme Activities Page for large screen devices This image shows the Activities page in Redwood theme in large screen devices Activities Page for small screen devices This image shows the Activities page in Redwood theme in small screen devices 9 ...

Page 16: ...Oracle Field Service Using Core Application Chapter 2 Dispatcher Activities Dispatch Console for large screen devices This image shows the Dispatch Console in Redwood theme in large screen devices 10 ...

Page 17: ...racle Field Service Using Core Application Chapter 2 Dispatcher Activities Dispatch Console for small screen devices This image shows the the Dispatch Console in Redwood theme in small screen devices 11 ...

Page 18: ...Oracle Field Service Using Core Application Chapter 2 Dispatcher Activities 12 ...

Page 19: ...kills associated work zones and has a related user that is an actual person or a crew or people performing work Vehicle This resource can have work skills inventory and geolocation tracking enabled When assigned to a team it may add the required work skills and inventory to be used by the team Tool This resource represents specific tools such as 30 feet ladder and excavator This resource can have ...

Page 20: ...ute or the route is inactive Blue The route is activated The resource is working Grey Route is deactivated or completed Resource has finished working for the day You can display the icon and the queue status in the resource hint Your administrator configures these on the Screen Configuration page Additional symbols appear for certain exception situations For example a grey box indicates a non work...

Page 21: ... as shown in this screenshot View Button You can fine tune the information that you see in the work area with the View button The View button displays a list of configured filters as shown in this screenshot Choose a configured filter from the drop down list or sort the data using the check boxes You can create custom filters To view all activities and resources below the selected Resource Type in...

Page 22: ...for any resource bucket or group selected in the upper panel For example if you select a resource in the upper panel you can see the scheduled or non scheduled activities for that resource in the lower work area As you can access the Resource Tree directly from the lower work area you can use it to search and display information independent of the display in the upper panel This way you can have a...

Page 23: ... an action on the activity directly from the search results rather than navigating to each page separately Note When you search for activities on other pages the links in activity hints won t be visible Resource and Activity Views You can identify at a glance the location of your resources and the status of their routes in three ways Time view A Gantt table that displays the activities for the sel...

Page 24: ...the dispatch work Dashboard Access the reports Dashboard to generate reports Daily Access the Daily view of a resource a bucket or an organization unit This view is available only in Legacy Manage Configuration Access the configuration menus for Oracle Field Service Color Codes You can determine the status of the day s activities quickly as the activities are classified by color codes This table e...

Page 25: ... a Gantt table where you see the activities for the selected resource group or bucket You see the activities as blocks of time and you can also see multiple routes in one view The length of a travel bar on the Time view is based on the travel time between two consecutive activities in a route travel field You can access the Time view by clicking the Time View button as shown in this screenshot In ...

Page 26: ...le green means that the activity has started Pink indicates a risk that the resource will now be late These colors are consistent from one view to another as well as on the resource s mobile device The colors in the screenshots given here are default colors you can change them per your organization s requirements Further you can display the activity status in the activity hint You configure the ac...

Page 27: ... You can move activities by dragging and dropping them If the activity is hidden inside the stripped bar open the hint and then drag the activity to the required place Or you could drag and drop the whole multi activity block Displaying the Month view for large buckets or routes that have more than 20 activities per resource per day may take additional time to render It is recommended that you use...

Page 28: ...n highlight all the segments by pointing to one of the segments When multiple activities are shown it is possible that only the first few characters of the label appear To view the complete information click the individual activity hint If there are no activities for a given day and an on call shift exists the on call shift is shown for the whole width of the day cell If activities are planned for...

Page 29: ...of a resource s route the resources near another resource non scheduled and not assigned activities Not only can you see the activities for the selected resource on the map you can also see them in a chronological list on the right of the page Further you can see the non scheduled and not assigned activities with the map markers that your administrator has configured This screenshot shows the Map ...

Page 30: ...ivity markers by associating predefined shapes with filter conditions For example you can have a star to indicate installation activities or a square for maintenance activities These markers display for not assigned and non scheduled activities on the Scheduling layer of the Route map and for non scheduled activities on the Dispatch Console map Default Markers Urgent and Other Activities By defaul...

Page 31: ... the priority of the marker The examples given here show how markers are determined the result described here is based on the descriptions given in the Default Markers Urgent and Other Activities topic Consider the activity map markers as shown in this screenshot Activities under risk that are displayed as pink markers have higher priority than normal activities with configured markers Example 1 A...

Page 32: ...with map markers It can be difficult for you to distinguish one from the other So the best practice is to configure different markers for non scheduled and not assigned activities For this create a filter and use the Activity scheduled is_activity_scheduled property for the filter condition You can configure it as a single condition or in combination with another condition Resource Track Highlight...

Page 33: ...d points Both resolved and unresolved activities are considered when highlighting the route If activity B is highlighted and there is an unresolved activity for example Lunch before it then the track is rendered from Lunch to B Breadcrumbs between the selected part of the route are highlighted gradually one after another The order of highlighting is based on the timestamp starting from the earlies...

Page 34: ...urces for a particular group or bucket in the map view 1 Select a group or bucket from the resource tree 2 Click Map View 3 Click View The View menu opens 4 Select the Apply Hierarchically check box 5 Click Apply The map displays and shows the location of 1000 scheduled and 1000 non scheduled activities on all of the routes for the resources in the selected group or bucket 28 ...

Page 35: ...ving directions for Oracle map and geocoding are only shown in English default French German Italian and Spanish 1 Select a resource from the resource tree 2 Click Map view The page shows a map and a list The map shows the resource s route pertaining to scheduled activities and the list includes scheduled and non scheduled activities for the day If you have enabled the Google maps service at the t...

Page 36: ...ant to move an activity you can view the nearby bucket resources to find someone who can take the job 1 Select a resource from the resource tree 2 Click Map View The map shows the resource s route for the day and a list of the scheduled and non scheduled activities If you have enabled the Google maps service at the time of setting up the instance you can see the satellite view layer icon 3 Click V...

Page 37: ...Oracle Field Service Using Core Application Chapter 2 Dispatcher Activities 5 Click any icon to see the details of that bucket resource including name and contact information 31 ...

Page 38: ... the message Outline area to select activities is displayed on top of the map 4 Draw an enclosed shape using the lasso The activities located inside the shape are displayed in the right panel on the map All clustered activities are selected as well Route activities or scheduled activities are not considered for selection You can select up to 1 000 activities using the lasso Activities in the right...

Page 39: ...re added When you drag a Google map a layer with activities and routes sticks to its map tiles There is no jelly effect when activity markers lag behind the map while scrolling When you enable the Scheduling layer the non scheduled activities are displayed on the Route map You can view the Activity details page from the activity hint After you navigate back from the Activity details page the map i...

Page 40: ...the Route Map page This icon helps you switch to draw mode where you can select activities on the Scheduling Layer You can select all the activities within a drawn enclosed shape and all the selected activities are displayed in the activity panel You can add the selected activities to your route How to select activities Follow the steps below to select activities 1 Click the Lasso icon to switch t...

Page 41: ...Oracle Field Service Using Core Application Chapter 2 Dispatcher Activities Select the listed activities and assign them to your route Click Assign 35 ...

Page 42: ...ed activities to a resource from the tree Click Click on the Move action at the top of the panel and move the activities In the panel the activities are listed according their priority Urgent Under risk Other The activities appear on the map with different markers bubbles Show identifiers on the route map When you select multiple activities on the Route map by drawing polygon or selecting clustere...

Page 43: ... pages such as Activity details and action pages such as Start activity and Suspend activity Similarly in a resource hint you can include links to resource related pages such as Add activity Activate route and Assign to team Your administrator configures the links on activity and resource hints Activity and resource hints appear and behave the same way throughout the application After your adminis...

Page 44: ...ith the Add maintenance activity custom form 3 Dispatchers and technicians open the plug in or custom form from the team map or the resource route map and create the activity or service request Steps to create an activity or a service request from a custom map layer 1 Open the team map or the resource route map 2 Click the layer icon and select the layer on which Shape hint button is configured Ba...

Page 45: ...splay on this tab using the Inventory Identifiers Context Layout Structure The display of information on the Inventory tab depends on your device If your device s screen is wider than 1024 pixels the inventory details display as a table This screenshot shows the Inventory list tab on the devices that are wider than 1024 pixels The Required Inventory section always displays first on the Inventory l...

Page 46: ...any s configuration Resource Preferences Tab You can use the Resource Preferences tab to add or view any preferences or restrictions regarding the resource that should complete this activity Resources listed here will be in one of three categories Required Only one of these resources can be assigned to the activity Preferred If no Required resources are listed then Preferred resources have priorit...

Page 47: ...ates whether the message was successfully sent or not If a message was successfully sent this column displays Delivered or Sent If not the column displays Failed and a reason for failure Address Indicates the phone number or e mail address to which the message was sent If this column says External system it means the message was sent to an external billing system equipment S N Indicates the serial...

Page 48: ...r name in the User column to see the Interface and User Agent Interface is the Oracle Field Service module from which you have updated the activity User Agent provides the details of the browser from which you have accessed Oracle Field Service Smaller devices less than 480 px do not have these filters Links Tab Some activities depend on the timing of others that may be performed by different reso...

Page 49: ... order as shown in this screenshot Search for the other activity by entering at least three characters in the search field Search Filters You can use the default search filters to narrow down search results You can also create custom filters Let s say managers must be able to view a list of completed activities where the customer could potentially be a detractor of the business You can create a fi...

Page 50: ... the Filter List You can add a filter to use customized words in search filters 1 Click Configuration Filters 2 Click Add new in the upper right corner of the page as shown in this screenshot 3 Fill in the fields in the Add Filter dialog box This screenshot shows the Add filter dialog box 44 ...

Page 51: ...pe Select the user types that have access to this filter For example if this filter is used for routing the user type for the person who performs routing must have the permission to access the filter 4 Click Add The new filter appears in the Filters list Add a filter condition for the newly created filter A filter does not work if there is no condition specified Related Topics Add a Filter Conditi...

Page 52: ... to the Work Area and verify that the filter is listed in the View drop down list 8 Test the filter to ensure that it meets your requirements Delete a Filter When you don t need a filter anymore you can remove it from the application 1 Click Configuration Click Filters from the Displays section 2 Select the check boxes next to the filters that you want to delete 3 Above the list of filters click D...

Page 53: ...arnings Icon Meaning There is a problem with the resource or the route Possible reasons The resource has not activated the route on time A pending activity is very close to the end of the serviceWindow and the resource is likely to be late A pending activity has an ETA that occurs in the past The resource has stopped reporting The resource is not configured and cannot be used properly Possible rea...

Page 54: ...ued Add an activity Print an activity Add a Segmentable activity Edit an activity Export activity details View and edit a Segmentable activity Delete an activity Add an activity to a shift Start a Segmentable activity Cancel an activity Create an activity link type Complete a Segmentable activity Activate a route Link an activity Cancel a Segmentable activity Start an activity Change the activity ...

Page 55: ...resource tree 3 Click the actions button and select Add Activity from the drop down list The Add Activity page displays 4 Select the activity type from the Activity Type drop down list The fields on the page change based on the activity type that you select 5 Complete the applicable fields Field name Action Activity Type Select the activity type from the Activity Type drop down list Name Enter the...

Page 56: ...vities is consistent throughout all activity statuses Activities in started complete and not done statuses display the Position in Route field as a number These points describe how the Position in Route field works You can change the value for Position in Route depending on the constraints of these settings Support of not ordered activities option on the Add Activity type page Allow activity reord...

Page 57: ...ew of an activity in the Dispatch Console To view or edit the details of the activity you must go to the Activity details page 1 Click the hamburger icon and then click Dispatch Console 2 Click the bucket or resource for which you want to view the activities The list of activities is displayed for the selected bucket or resource 3 Hover over the activity for which you want to view the details The ...

Page 58: ...ll the activity search results date associated with an activity is displayed only if the activity is scheduled for any other day than current day Navigation in Search When you search for an item from Activity Inventory or Parts Catalog the relative results appear on the page If you open search from the Landing page search for activity details and click Back you are navigated back to the Landing pa...

Page 59: ...he search results 4 Select the date range for the search results from the Date drop down list The value you select for this field is saved and retained even after you log out and log in again If you don t select anything the default value Starting from today is applied until such time you change it to something else Note Searching through a long time in the past especially without restrictions may...

Page 60: ...apter 2 Dispatcher Activities Recent Searches You can view the last five search keywords in the Search box Here is the screenshot that shows the recent search keywords You cannot view the last five recent searches if you login from a new session 54 ...

Page 61: ...to set the En route status for an activity You have a valid license for Oracle Field Service Enterprise Edition with Google Maps En Route Support is selected on the Business Rules page Calculate travel is selected for the Activity type Activity is assigned to a Field resource Field resource has an activated route There is no Started activity in the route Resources can set an ordered a not ordered ...

Page 62: ...oute status because you set the option at the Business Rules level Both bulk and immediate routing do not change the activities in the En route status by any way So un scheduling rescheduling moving to a different provider changing the ETA or inserting another activity before one in the En route status never happens through bulk routing and immediate routing for activities that match the filter co...

Page 63: ...ss Schedule are taken into consideration If the access hours and access schedule are not within the activity schedule the application displays an alert If the activity is within the Access Schedule it is assigned to a free slot in the provider queue adjusting the Access Schedule if possible Otherwise an alert that the asset may not be accessible beyond the defined access hours is shown Access Hour...

Page 64: ...an set this Access Schedule Mon Fri 8AM 12PM 13PM 17PM Sat 10AM 12PM Exceptions 2018 01 01 2018 05 01 This means that the asset is accessible from 8 AM till 12 PM and from 13 PM till 17 PM Monday to Friday and from 10 AM till 12 PM on Saturday It I s closed on Sundays The non working days are January 1st and May 1st next year 5 Click Apply The Access Schedule is saved Overview of Moving Activities...

Page 65: ...ignment Assistant page Allow move between resources Allow activity move from non scheduled pool to scheduled one Allow access to non scheduled pool Allow activity reorder inside the route Allow activity reschedule move to non scheduled pool Note You cannot use the Assignment Assistant to move segmentable activities The Assignment Assistant does not support the visit function This table describes h...

Page 66: ...page This table describes the legends on the Main page Legend Component Action or Description 1 Header If you are moving a single activity you can view the activity identifier If you are moving multiple activities you can view the count of activities 2 Resources page Use the Resources page to move the activities to a resource The resources displayed here meet these conditions Work zone match Work ...

Page 67: ...he resource name photo avatar icon and the parent resource name The resources are displayed in the order of the most optimal to the least optimal route impact The order of resources is affected by these factors Route impact activity duration travel time Resolved activity coordinates Distance from the selected activity to the activities in the resource s route and Start End Home location Resource W...

Page 68: ...s to the resources as non scheduled You try to assign more than 50 activities to the buckets both as scheduled and non scheduled The message turns red when at least one of the activities being moved has an alert 11 Details Click the arrow to open the Route details page for the resource 12 Assign button Click to assign the activities to the selected resource Activities are located in the same place...

Page 69: ...clicking Assign on this page you will lose all the route changes made here 3 Resource details View the resource name photo avatar icon and the parent resource name 4 Date View the date for which you are moving the activities You cannot change the date 5 Activity details View the activity details such as activity identifier activity type location and idle time 6 Stack menu Use the stack menu to set...

Page 70: ...nt session you can see the History page Use the History page as a quick access page to assign activities to the same resource several times The page contains a list of technicians and buckets and is sorted by the time of move with the last moved activity on the top For each resource you can see the route impact activity date and the number of activities moved You may see some resources listed mult...

Page 71: ...elected activity to the activities in the resource s route and Start End Home location Resource Work Zone match Accuracy of the travel statistics data If you are move an activity by dragging and dropping and the target resource matches all the criteria then the application simply moves the activity to the target without displaying the Assignment Assistant 2 Review the route impact and the idle tim...

Page 72: ...n the top of the list This resource remains on the screen when scrolling the list of resources Alert message is displayed for selected top resource if the resource is violating Show all resource constraints Other resources are displayed in the Other suggested resources section Show all checkbox is not selected by default That means Show all resource constraints are applied to the list of resources...

Page 73: ...Oracle Field Service Using Core Application Chapter 2 Dispatcher Activities 67 ...

Page 74: ...ionality check box c Click Save to save the changes 2 To configure the visit functionality a Navigate to the Assignment assistant screen b Drag and drop the activity that you want to move These actions occur Move selected activity only Move selected and other activities matching the same visit bundling keys from current resource Only activities for the date of selected activity are considered Othe...

Page 75: ...Oracle Field Service Using Core Application Chapter 2 Dispatcher Activities 69 ...

Page 76: ... the resource for the selected date changes If there are warnings to move the activity to a resource the date is displayed in red 3 Click the details icon and review the route details of the resource Move Activity Warning Messages This topic describes the warning messages that you would encounter while moving activities You may encounter these types of warning messages Service window warning SLA w...

Page 77: ...ing is shown on attempt to move an activity to a technician with an insufficient preferred skill level don t move alert This alert displays when you try to move an activity type that is not allowed to move between resources Activity types are configured in the Add activity type page Resource preferences If an activity has a list of Forbidden resources the application doesn t allow to assign it to ...

Page 78: ...a resource or bucket from the resource tree 4 Select the items that you would like to change 5 Click Change from the top of the Work Area The Change group of activities dialog displays a list of parameters that you can edit 6 When you have confirmed your changes click OK Cancel Activities by Group or Team You can cancel the activities that were assigned to a team that was scheduled to visit a cust...

Page 79: ...re work is the duration you have added here and not the one calculated automatically 6 Click OK The pre work activity is added to the route Add a Mass Activity You create a mass activity when you want a large number of resources to use it at the same time For example if all the technicians are required to attend a training you add a mass activity 1 Add an activity to a resource as you normally wou...

Page 80: ...section on the Add activity page 6 In the Repeating activity section a Specify how frequently you want the activity to repeat in the Recurrence field b Depending on your selection in the Recurrence field fill up the Days between occurrences or the Weeks between occurrences fields c Enter a start date for the activity in the From field d Optionally enter an end date in the To field e If you have se...

Page 81: ...s of all of the resources that have the shift assigned to them For example all the resources that work in the morning shift are required to go through the fire drill at 10 00 AM on the first Monday of the month 1 Click the hamburger icon and then click Configuration 2 Click Work Schedules Shifts The Shifts list displays 3 Click the Activities link in the row of the shift that you want to add the a...

Page 82: ...signed panel on the Map view in the Dispatch Console The visualization of non scheduled activities on the map helps you manage them better You can perform these tasks with non scheduled activities View on the dispatch map View activity details Assign to resources Find activities for idle resources The panel with not assigned activities is displayed only when a bucket is selected in the Resource tr...

Page 83: ...may first want to assign activities for which SLA is about to expire You can use a custom filter to find the activities for which SLA is expiring within a specified number of days Your administrator must create a filter for example Days before SLA The field Field on the Add filter condition dialog must have a value of Calendar Days Before SLA End calendar_day_to_sla_window_end The field Condition ...

Page 84: ...ep in linking activities is to create link types that correspond to the four linking relationships represented graphically on the New Link template The next is to use those link types to link actual activities for Routing Linking Activities Automatically Oracle Field Service can link two activities based on the information you send to the application using APIs Activity Link Types Activity link ty...

Page 85: ... between activities and any assignment and scheduling constraints you want to place on them For example same technician over two days or different technicians on the same day Create an Activity Link Type You must create activity link types before you can link activities Activity link types define how the activities are linked For example the minimum interval between activities the constraints for ...

Page 86: ...e box in the Status field to make this link type available for use 11 Click Save Link an Activity You can link activities to make sure that they occur in a certain order when the routing is run Activities you might want to link include a trip to the depot to pick up a piece of non standard inventory prior to an installation or a job that involves multiple workers performing related tasks in a cert...

Page 87: ...ptimization Note When your organization has enabled the En route Support feature you cannot use the bundling activities feature It is NOT a best practice to use the en route status when a resource doesn t go to a customer site Prerequisites to set the En route status for an activity You have a valid license for Oracle Field Service Enterprise Edition with Google Maps En Route Support is selected o...

Page 88: ...T API for Oracle Field Service Cloud Service guide Filter En route Activities You can filter activities with the En route status To do so your administrator must create a filter on the Configuration Filters page Troubleshoot En route and Stop Travel Operations You can use the activity History to see when a resource changed the status to En route or returned it to Pending Prevent En Route Activitie...

Page 89: ...er you can start an activity on behalf of a resource if necessary CAUTION You must start activities on time in the application Oracle Field Service relies on past activity data to project activity durations travel times and distances If activities are not started on time these projections are not accurate and routing is not optimized Prerequisites You can start an activity only under these circums...

Page 90: ...e time you select here is displayed on Dispatch Console and the activity history and sent to external applications through integrations If you are offline you cannot change the completion time You must switch to online to completion the activity with the time that differs from your current time 5 Click Submit Suspend an Activity When resources must return to activities at a later time and they don...

Page 91: ...here is displayed on Dispatch Console and the activity history and sent to external applications through integrations If you are offline you cannot change the cancellation time You must switch to online to set the activity as Not Done with the time that differs from your current time 4 In the Notes section add a reason for marking the activity as Not Done For example the customer was not home or t...

Page 92: ...senting a single day task with definite start and end times You can assign each segment to a different resource Further you can start and complete an individual segment or the entire activity Before you create a segmentable activity you must create a segmentable activity type Segmentable activities progress through a lifecycle that is similar to regular activities They are created in the pending s...

Page 93: ...rdered according to the activity type feature defined for the Segmentable activity Segments hold their own Status no sharing or inheritance Position in route for segmentable activity is either ordered or non ordered If the value is changed pending segments are updated from being not Non ordered to Ordered and vice versa System Duration Segments are created with the Duration value within the constr...

Page 94: ... one of the segments there is no change in other segments and no change in segmentable activity they retain the file they had before When a new file is uploaded for a Segmentable activity there is no change in other segments they retain the file they used to have The observed behavior is the same as for any other custom property Custom Other custom properties Segments are created with the custom p...

Page 95: ...must be able to perform the not ordered segmentable activity between other activities Other Segmentable Activity Specifications This section includes the specifications for segmentable activities in areas such as property inheritance activity search travel time calculation work zone and work skill support inventory and required inventory support capacity management and routing and so on Property i...

Page 96: ...e Used values However segments of segmentable activities are added to the Other activities value therefore the capacity is still consumed Also they are included in the start time statistics Segmentable activities can be assigned manually or through Immediate Routing plans These rules apply for Quota Management Segmentable activities are handled as internal activities Segmentable activities cannot ...

Page 97: ...ual segments and the entire segmentable activity Add a Segmentable Activity You can segment a complex task to create a segmentable activity in a pool of a bucket or a route You can also mark the activity as Scheduled activity or Non scheduled activity after creating Before you create a segmentable activity ensure that you have created an activity type for segmentable activities 1 Click the hamburg...

Page 98: ...irst segment is always inserted on the day for which the activity is scheduled regardless of whether a corresponding free time interval is available in the route The minimum duration of a single segment is always observed If the route for a particular day has no time interval for a minimal single segment no segment is created for that day except the first segment which is always created on the sel...

Page 99: ...he bar of a scheduled activity segment or on the bar of a non scheduled segmentable activity Typically the segmentable activity hint content is defined in the Visible hint columns for activities context layout At the same time hints of segmentable activities or their segments always contain the segmentable status property regardless of the context layout settings This property has different format...

Page 100: ...ration of the segmentable activity In this case the total number of segments does not include canceled and deleted segments This screenshot shows the hint dialog for a segmentable activity segment Non scheduled activity The hint contains the activity status pending and the total duration of the segmentable activity with the non scheduled duration shown separately As opposed to scheduled activity s...

Page 101: ...ts of both the scheduled segments and the non scheduled part of the segmentable activity contain the activity status and the total duration of the segmentable activity with the non scheduled duration shown separately The hint also contains the number of segments created out of the non scheduled segmentable activity TheDuration field of a scheduled segment shows the duration of such segment while t...

Page 102: ...tus and there are no other started or pending segments the activity has the completed status A segmentable activity is in the completed or not done status when one or more segments of a segmentable activity are in the completed or not done status respectively and there are no other started or pending segments A segmentable activity changes its status to cancelled when all its segments have been ca...

Page 103: ...ket or resource in the resource tree 3 Select the first pending segment of the segmentable activity 4 Click Start in the list view The Start activity page opens indicating that the segmentable activity started and the status of the entire activity changes from pending to started Note The Segmentable Status field always shows the status of the entire segmentable activity When the first segment of a...

Page 104: ...their travel time Segmentable activitiy segments and activities that are part of the same visit are shown on the chart even if there are no other activities linked to a given activity Link a Segmentable Activity with a Regular Activity You can link a segmentable activity with a regular activity using specific link types such as Simultaneous Finish to Start and Start to Start You can also see the a...

Page 105: ...nk type and or constraint a warning is displayed and no link is added 7 If you want to unlink the activities click Unlink Link Types and Constraints Supported These tables provide the types of links and constraints supported for linking a segmentable activity with a regular activity and for linking a segmentable activity with another segmentable activity This table provides the types of links and ...

Page 106: ... participated in any segment of the former activity Different Providers All the segments of the latter activity are done by resource s different than those participated in any segment of the former activity Segmentable Activity Start to Segmentable Activity Start Different Providers Different Providers All the segments of the latter activity are done by resource s different than those participated...

Page 107: ... can move the segment to a different position by selecting it from the drop down list Duration The duration of the current segment However there is always the Time to complete field displaying the duration of the entire segmentable activity Note When you update the details of a segment the details of the entire segmentable activity and other pending segments are updated If a segmentable activity h...

Page 108: ...efault for the last segment of the activity the check box is disabled for all other segments If you complete an entire activity with a segment which is not the last segment the application deletes all the remaining segments and marks the activity as complete or not done Further it deletes all the subsequent segments from the routes Related Topics Complete a Segmentable Activity Complete a Segmenta...

Page 109: ... 1 Click the hamburger icon and then click Dispatch Console 2 Select a bucket or resource in the resource tree 3 In the List view select the segment or the activity that you want to cancel 4 Click Cancel The Cancel Segment window opens for a segment and Cancel Activity window opens for a non scheduled activity 5 If you wish to cancel the entire activity with the current segment then select the Seg...

Page 110: ...e final status When you reopen a segmentable activity the same activity is recreated The reopened segmentable activity has the same list of segments and other attributes 1 Select the activity that you want to reopen 2 Click Reopen segmentable activity in the Activity details page Or click Reopen segmentable activity from the hint The Reopen activity dialog box opens 3 Enter Time to complete to def...

Page 111: ...le in the route If the destination route has no available time intervals the application creates one segment of the minimal duration set for the activity type 1 Click the hamburger icon and then click Dispatch Console 2 Select a bucket or resource in the resource tree 3 Select the segmentable activity that you want to move 4 Drag and drop the segmentable activity to another route The Move segmenta...

Page 112: ...the selected date are moved When only one segment of the segmentable activity is assigned on a selected date the move all segments assigned to this resource for date option is not available When the selected segment is the last in the segmentable activity and is the only segment assigned on the selected date only move only selected segment is available The segments are moved If the move action vio...

Page 113: ...ments are reordered and the duration and the number of segments are recalculated in the route If you select Recreate all segments in this route the application calculates and adjusts the segments per the constraints The segments are reordered in the route Suspend a Segmentable Activity When you must stop working on a segment for the time being and don t want to cancel it you can suspend it When yo...

Page 114: ...ess Change or Cancel Multiple Segments On the List view you can select the segments of scheduled segmentable activities for group actions together with other activities in the route In this case only Change and Cancel actions are available the Move action is not available 1 Open the segmentable activity in the List view and select the activities you want to move If you select other activities with...

Page 115: ...e or a bucket The Time to complete value is the total duration of the segmentable activity minus the duration of the already finished segments The Duration and Time to Complete fields appear 2 Adjust the Time to complete under these conditions Option When Cancel a segmentable activity segment If you cancel only one segment of a segmentable activity you can change the total activity duration simult...

Page 116: ... not done segment The duration adjusted for a segment does not modify the duration of other segments Reorder segment within a route You can adjust the duration of the reordered segment No other activities and or segments in the same route are affected External events These external events cause recalculation of all segments of the existing activities of such type Adding an activity to the route Ca...

Page 117: ... start and complete teamwork on their mobile device If a resource cannot do this the team leader can do it for them The assistant can open a teamwork activity and see the route of the team leader on the day of the teamwork The assistant can reschedule a scheduled regular activity assigned to the team leader within the day s of teamwork but can t reschedule it to other day s when there is no teamwo...

Page 118: ... assigning teamwork is to assign a team to an activity using the Assign Team option 1 Select the Resource who will be the assistant from the Resource Tree 2 Click Assign to Team The Assists to context menu appears and displays the hierarchy of the resource tree up to the specific technician that you can select as assisting If you search for a resource the search results display the matching resour...

Page 119: ...based on the assistant s calendar for that day without consideration for what other activities may already be on the route that is it s maximum amount of whole hours for the shift This time is rounded up to the equivalent of whole hours You can adjust the duration as needed Time Slot Time Slot refers to a time window within which the teamwork must begin If a time slot is configured the duration be...

Page 120: ...and the Resource Tree indicates that the Team Leader is being assisted Travel Time Calculation Quality and Alerts Oracle Field Service OFS provides different ways to notify you that the travel between locations both activity locations and start final resource locations may be calculated with low accuracy This could be due to data driven issues along with options to debug the travel related data qu...

Page 121: ...e activity coordinates manually Activity was not geocoded Activity address is incorrect Activity address was not geocoded yet Activity address cannot be geocoded check if the activity address is correct provide coordinates for the activity manually Activity is geocoded with low accuracy Activity address is incorrect Activity address cannot be geocoded properly check if the activity address is corr...

Page 122: ...coordinates are geocoded with low quality or only default and or statistics is used there is a high chance that the travel is not accurate This method is good for debugging a route Add the travel estimation method and coordinate geocoding accuracy fields to activity details for the Dispatcher user type as it gives good visibility of the travel quality When coordinates are geocoded with low quality...

Page 123: ...ity For example phone call doesn t require travelling starts at 17 00 and ends at 17 10 Third activity For example upgrade requires travelling service window starts at 17 30 and ends at 18 00 Assume that the travel time between First activity and Third activity is 3 hours The time line would be Time Action 10 00 First activity is finished 10 00 to 14 20 Idle time 14 20 to 17 00 Travel toward third...

Page 124: ...se in the user s time zone it is already 01 00 AM Jun 11 Where is it Used Today s date is used as the initial date on these pages in Oracle Field Service Core Application Activities Daily Offline synchronization Dashboard and Print route For example on the Activities page it is the date for which the activities are shown after you log in to the application You can change the date on these pages to...

Page 125: ... searching for activities starting today Current Date of the Resource The current date of the resource is always determined in the time zone of the resource You can activate the route and start an activity only on the current date of the resource s time zone Changing Past Activities Every instance has a specific time when all the data that is related to the previous day is frozen and can t be chan...

Page 126: ...yed according to the rules described in the Activity related information section later in the topic Manage page in Oracle Field Service Mobile for Android and iOS The Manage page in Oracle Field Service Mobile for Android and iOS shows the information similar to the Time view The difference is that there is no resource selected in the installed app The information is shown for the list of resource...

Page 127: ...ormation Time related information on an activity is displayed and entered in the time zone of the resource for which the activity is assigned This information includes Start ETA End end_time Start End eta_end_time Delivery window delivery_window Activity Time of Booking atime_of_booking Activity Time of Assignment atime_of_assignment The only exceptions are Time slot or service window depending on...

Page 128: ...Only those activities in the bucket that can be performed by at least one of available resources subject to the work zone and work skill requirements are available to the user The user can move only the available activities and only between the available resources Add an Organization Unit or a Bucket Use organization units to sort and organize the items in the Resource tree You can use buckets to ...

Page 129: ...r time format is populated change it if required This is the time format that your resources see and use in the interface This can be either 12 hour or 24 hour Date format Your currently logged in user date format is populated change it if required This is the date format that your resources see and use in the interface This can be either month day year or day month year The date format controls t...

Page 130: ...u are assigning this resource to a bucket select this check box to determine the availability of activities and resources for this resource For more information see the How Self Assignment Works topic Login Enter the user name with which the resource can log in to Oracle Field Service Password Confirm Password Enter the password that you want to set for the resource Force password change at next l...

Page 131: ...Organization Unit Technician Truck Manager Admin Dispatcher Note The fields on the page change based on the selected resource type Type Yes Select whether the technician is a Contractor or an In House employee Note This field displays only for the technician resource type Name Yes Enter the resource name that you want to display in the resource tree External ID No Enter the ID number from an exter...

Page 132: ...avigate to the Resource Info page and click Information then the Initial ratio for Activity duration and Default ratio for Activity duration values are displayed on the Edit Resource page Locale Settings Message Language Yes Select the language in which the resource sees the error messages Time Zone Yes Select the time zone that the resource views in the application Time Format Yes Select the time...

Page 133: ...enables you to understand how the Initial ratio for Activity duration value impacts the resource If the Initial ratio for Activity duration value of the resource differs from one of the predefined options the current value is added to the bottom of the list The initial ratio for Activity duration value set through the API is converted to percentages For example if you use the API and set the value...

Page 134: ... Work Zone for resource name dialog box appears 4 Complete these fields Field Description Work zone Select the work zone from the drop down list Display additional zones in the drop down list Select the box to view all the active work zones For the group or bucket that this resource is in Ratio Type a value between 1 and 100 A higher number increases the likelihood that this resource will be assig...

Page 135: ...k Locate Manually and fill up these fields Field Name Action Address Enter the address of the location City Enter the city in which the address is located Country Enter the country in which the address is located ZIP Postal Code Enter the zip or postal code of the location State Enter the state in which the address is located Latitude Longitude Enter the coordinates of the address 8 Enter the valu...

Page 136: ...dded to the Resource Locations list on the Locations screen 8 Optionally if you have added a Group Location drag and drop it on the day of the week on which the resource wants to work from that location 9 To modify a location click the location in the Resource Locations list Click Modify in the hint pop up The Edit location dialog appears 10 Modify as required and click OK 11 To delete a location ...

Page 137: ...elete in the hint pop up The location is deleted Rules to Determine Resource Location When a resource is in the field the application sends the GPS coordinates of the resource to the routing engine if they are available This helps Routing determine the location of the resource These rules are used Activity Status Scenario Coordinates Sent The resource s GPS coordinates are obtained between 0 20 mi...

Page 138: ...r organization s business units human beings tools and vehicles on the Resources page 1 Click the hamburger icon and click Resources The Resources page appears as shown in this screenshot 2 To view all the resources and the count of each resource in your organization a Click the drop down list in the Organization section and select your organization b Select the Unassigned option to view all users...

Page 139: ...x in the Resource Type section The resources of the selected type display in alphabetical order and the count of active resources is updated in the Status section Filter and Search for Resources When you view the resources at an organization unit or a bucket level you can filter and search for specific resources This helps you perform further actions such as activate deactivate add to a collaborat...

Page 140: ...is not displayed The originating page remains unchanged in these cases The Add resource Edit resource and Inventory list pages are always displayed using their existing headers On devices with smaller screens the name of the page is displayed without the name of the previous page The Back link works the same way it works on larger screens Search for a Work Zone When a resource is assigned to sever...

Page 141: ...t to change the Resource Type in the Search field The matching results appear 3 Click the required resource name The Resource Info page appears with all the details of the resource 4 Click the stack icon and then click Edit The Edit Resource page appears 5 In the Resource Type field select Manager Dispatcher Admin 6 Click Submit The resource becomes inactive and a user is created Change the Resour...

Page 142: ...lecting an organization an organization unit or a bucket 1 Click the hamburger icon and then click Resources 2 Type the resource name for which you want to change the visible resources in the Search field The matching results appear 3 Click the required resource name 4 On the Resource Info page click the stack icon and then click Edit The Edit Resource page appears with all the details of the reso...

Page 143: ...p of the list This screenshot shows the desktop version of the Resources page This screenshot shows the mobile device version of the Resources page with these options 4 Click the button of your choice A confirmation dialog appears with the count of resources selected for the action This screenshot shows the changes that are about to be applied for Collaboration groups 137 ...

Page 144: ...dar icon present in the hamburger menu if added on the Main menu context layout From the Resource Info page using the Resource Calendar option if added on the Resource User Info layout Assigning a Schedule You can assign a schedule that exists in the application to a resource 1 From the Resource Calendar select a date for which you want to assign a schedule 2 From the Schedule drop down list selec...

Page 145: ... applied regardless of the resource s schedule Favorite Group of Resources Use the Favorites option to get quick access to the most frequently used resources such as Bucket Field Resource Organization unit Tool or Vehicle You can create as many Favorite groups as required When a user adds a resource to a Favorite group the star is filled Favorite groups are shown at the top of the resource tree an...

Page 146: ...o them Groups such as this helps you avoid scrolling up down the resource tree to find a required bucket or technician You can create as many groups as required and manage the resources using the main resource tree Note This operation can be performed in Oracle Field Service Core Application only You can add organization units buckets or individual resources to a group When adding an organization ...

Page 147: ...filled 5 To go to a child resource of an Organization Unit a Bucket or a Group click the arrow in front of the resource 6 To go to a parent resource click the arrow before a resource one level up Or click the organization icon to jump to the root level in the resource tree Edit a Favorite Group You can edit a favorite group to rename remove or add a filter to it 1 To rename a group a Click the sta...

Page 148: ... schedules White spaces indicate free time Identify nearby resources In the Map view select the Nearby Resources filter to see resources that are working near the location of the activity that needs to be moved Related Topics Resource and Activity Views Move an Activity Using the Assignment Assistant Use a Bucket for Capacity and Quota Management If you want to use a bucket for quota calculation y...

Page 149: ...her words a default schedule is the working time added at the Organization unit or Bucket level which is inherited by the child resources Individual schedule is the working time applied to an individual resource The individual schedule takes precedence over the default schedule Further you can change a default schedule to an individual schedule and back to default schedule You can interact with a ...

Page 150: ...n displayed Similarly you can click the calendar and select 2 Days 3 Days Week or Month to view the details for the corresponding duration Modify a Calendar Use the Calendar view to make small changes to an individual calendar such as adding shifts and working time 1 Click the hamburger icon and then click Calendars The Calendar view appears for the group or bucket assigned to you 2 Select the buc...

Page 151: ...chedule If you change the schedule for an individual resource and if those changes are no longer needed you can return the resource s schedule to the default schedule 1 Go to the Calendars or Resource Calendar page 2 Click the date for an individual schedule that you want to return to the default schedule 3 In the Schedule drop down list select Default schedule You can see that the schedule that i...

Page 152: ...tivated an On Call shift it is not suitable for activity assignment either manually or in routing optimization and is not used in capacity calculations However when you activate an on call shift activities can be assigned to the resource End Date Repeat If you are adding the shift for a short duration say 5 days enter the number in the Repeat field The value in End Date is automatically adjusted I...

Page 153: ...e time when the resource s day ends Points If you are using points to cap activity assignments you can enter them here These points work the same way as points associated with a shift Comments Enter any comments that you would like to provide for the change in timings End Date Select the end date for the schedule Repeat Number of days starting from the day selected on the calendar to which the new...

Page 154: ...Oracle Field Service Using Core Application Chapter 2 Dispatcher Activities 4 Click Submit The new schedule is displayed on the calendar 148 ...

Page 155: ...ng Time select the custom start and end time of the schedule This field is not displayed if you have selected Non Working Time or On Call Comment Enter any comment that you wish to provide for example Daughter s graduation day or Dentist s appointment at 4 00 pm This field is not displayed if you select On Call End Date Repeat If you are adding the shift for a short duration say 5 days enter the n...

Page 156: ...lect the shift that you want to apply The date that you have selected on the calendar is displayed in the End Date field c In the End Date field select the date up to which you want to apply the new shift d Select Daily in the Repeat field e Enter 1 in the Every field f Retain the selection in the Keep the Non working days check box The existing non working days set as non working time and has a r...

Page 157: ...ion in the Keep the Non working days check box The existing non working days set as non working time and has a reason in the resource s calendar are retained when the schedule is applied This option doesn t have an impact when an assigned schedule contains non working days usually displayed as an empty schedule in the calendar g Click Submit A message indicates the number of days for which the shi...

Page 158: ...omer s home or business or carried in a technician s truck Modems faceplates wire cable and electrical tape are all examples of inventory Inventory includes both serialized and nonserialized items Serialized inventory consists of individual pieces with serial numbers that identify both the type of equipment and the manufacturer distributor Nonserialized inventory such as faceplates wire and electr...

Page 159: ...ventory types 1 Click Configuration 2 In the Resources Activities and Inventories section click Inventory Types 3 Click Add new The Add inventory type dialog box appears 4 Complete these fields Field Description Label Enter a unique identifier for this inventory type Active Select this check box to make the inventory type available in drop down lists 153 ...

Page 160: ...he drop down list Name Enter a name for this inventory type in each appropriate language field Unit of measurement If this inventory type is non serialized enter a unit of measure Use a language and a unit of measure appropriate for the country in which this inventory type will be used 5 Click Save Required Inventory You can list both serialized and non serialized inventory as Required for a parti...

Page 161: ... 2 Dispatcher Activities The application monitors the required inventory that resources carry in their trucks against the quantities required for the day s activities It also warns them if they have run out of an item needed to complete their route 155 ...

Page 162: ... 7 Review the details of the required part and then click Select 8 Fill in the quantity and click Submit The selected inventory is added to the activity Edit the Required Inventory After you add an inventory item to an activity you can only change its quantity 1 Open the Dispatch Console 2 Go to the resource or bucket to which the activity is assigned 3 Open the Activity details page and click Inv...

Page 163: ...t if the customer does not accept the initial offer Issue an invoice The Parts Catalog updates automatically every 30 minutes after the application is launched and supports both online and offline operations Restrictions and Permissions for Parts Catalog A resource must have the permission to use the Parts Catalog The permission enables or disables access to the Parts Catalog functionality Select ...

Page 164: ...ously defined properties The list header shows the total number of matches found and the number of entries currently displayed If the results list is longer than the window length the window shows the Show more results link which displays 10 more search results Scroll the search results using the vertical scroll bar Click any search result item to display its details 158 ...

Page 165: ...perform inventory transactions on behalf of a technician if you have the user type permissions You perform the inventory actions on the Inventory list page on the Activity details page Note You can see inventory actions such as install deinstall and exchange only when the activity is in a Started status 159 ...

Page 166: ...vice Using Core Application Chapter 2 Dispatcher Activities Common inventory actions are listed in this section The actual configuration may differ based on the way your organization has implemented the application 160 ...

Page 167: ...led link for the equipment in the technician pool The Install inventory dialog box appears as shown in this screenshot 2 Enter the quantity of the inventory you are installing in the Quantity field If this is non serialized inventory and you enter a value that exceeds the quantity precision that s configured then the precision is rounded off For example Quantity precision for an Inventory type 2 Y...

Page 168: ...lly click Deinstall This allows the ability to undo an install if for example a device was installed in error Deinstall Inventory Use the Add to Deinstalled action to track equipment or inventory removed from the customer pool For example if a technician removes an existing cable box at the customer premise the Add to Deinstalled action tracks the removal of the equipment 1 Click the Add to Deinst...

Page 169: ... for an Inventory type 2 You enter 1 4552 this is rounded off to 1 46 In general the half up rounding rule is applied that is 0 5 becomes 1 and 0 4 becomes 0 If you enter extra zeros after the decimal point then all trailing zeros are trimmed and not displayed in the inventory pool If you try to deinstall more non serialized inventory than you have in the pool then the message The quantity 6 5 exc...

Page 170: ...cian s inventory pool 1 Click Exchange 2 On the Inventory exchange window select another serialized inventory from the technician s inventory pool with which you want to exchange the customer s inventory 3 Click OK When you exchange the original equipment in the customer pool shows as Deinstalled and the newly swapped device shows as installed Change Inventory Properties You can change the invento...

Page 171: ...stomer s inventory pool Note You can delete inventory items only when the activity is in Pending status When the activity is started the Delete option is not available 1 Open the Activity details page for the activity from which you want delete inventory 2 Click the Inventory tab and go to the Customer pool 3 Click the inventory that you want to delete and then click Delete as shown in this screen...

Page 172: ...for the provisioning of equipment and services that is initialize device or refresh services You can send a message for example to an external application and pass certain information to allow for the provisioning of that device Send hit is usually configured as a send request or a manual message in Oracle Field Service 1 Click Send Hit 2 Select the Hit Type 3 Click Send The manual message is trig...

Page 173: ...able reports for a user type You can now configure available reports or dashboards for a user type Based on the configuration users in that user type will be able to see reports and dashboards in their available reports Dashboard Charts Dashboard charts are graphical representation of a report You can configure a dashboard tab and drag the required chart icon from the Available reports menu and dr...

Page 174: ...line When you don t have Internet access while using the application you still can manage your route and continue to perform many of your activity related tasks When the Internet connection is restored your data is synchronized with Oracle Field Service Core Application The application checks for the connection either periodically or when you perform some action When your Internet connection is re...

Page 175: ... occurs you cannot synchronize some changes In addition some actions performed in the offline mode can be rejected In this case the error Internal error Please review your route is displayed You can view the details of the conflict and resolve it only through Oracle Field Service Core Application You can track synchronization conflicts in the activity history through the sync error label 1 Log in ...

Page 176: ...ntly working on which activity whether resources have the right amount of work and whether activities are in jeopardy of losing their service window You get the information you need to address before they become problems Monitoring First Thing in the Morning At the beginning of the day dispatchers and supervisors will want to verify that the resources routes have been activated on time the routes ...

Page 177: ... 2 Look for icons that are both white and blue Icons that are completely blue indicate full loads Icons that have some white space indicate less than full loads Icon Meaning 1 3 resource has a low or no loading of activities 1 2 to 2 3 resource has an average load of activities Solid resource has a load equal to or above the full load threshold and cannot take any additional work Monitoring During...

Page 178: ...o the activity If necessary you can add time to the activity on behalf of the resource If necessary move the activity to another resource If the resource starts the activity late or if adding time is necessary review the route to look for future activities that may be affected If Oracle Field Service Smart Location is available turn on Show Resource Trace and monitor employee compliance Related To...

Page 179: ...ity Identify Jeopardy Situations Identifying a Late Start Activity There are several reasons why the application may show an activity as starting late and several options for resolving it If a yellow or red Pending order appears underneath the timeline and the order before it is Completed blue one of these situations is likely The resource is still driving to the activity but the drive is taking l...

Page 180: ...or if adding time is necessary review the route to look for future activities that may be affected Related Topics Add Time to an Activity Start an Activity Identify Jeopardy Situations Move an Activity Using the Assignment Assistant Identify Jeopardy Situations A jeopardy situation means that the activity will miss its promised service window Jeopardy situations are easily identified by the pink b...

Page 181: ...nitoring at the End of the Day At the end of the day dispatchers and supervisors will want to verify that the resources routes have been deactivated on time that all pending activities have been allocated for re routing and that overtime situations are minimized Perform these tasks Identify pending activities Identify overtime situations Check for route deactivation Identify Pending Activities At ...

Page 182: ...r after the shift Check for Route Deactivation At the end of the shift you can check the resource tree to verify that all of the resources have deactivated their routes Routes must be deactivated so that calculations are accurate Before you can deactivate a route you must reconcile any pending activities remaining on the route 1 In the resource tree expand the bucket or buckets to see all of your ...

Page 183: ...ve them your actual start time so they can start the job for you and enter the actual time you started If you find that your job will take longer to complete than the duration assigned to it add time to the job right away Add Time to an Activity Follow your company s procedures for those times when you cannot complete the activity Suspend an Activity Mark an Activity as Not Done Reschedule an Acti...

Page 184: ...he name of the mobile environment provided by your system administrator Note Depending on the defined login policy the URL may need to be appended with the login policy For example for openidconnect 2 Optional depending on the URL you entered Type your company name in the Company field 3 Type your user name in the Login field 4 Type your password in the Password field 5 Click Login The home page c...

Page 185: ...o the Set PIN page to create a new PIN When certain authentication methods have been implemented you will have the option to change your PIN instead of your password on the User options page Click Change Pin to access the Change PIN page Activate Your Route You must activate your route at the beginning of every workday You cannot start an activity until your route has been activated This is a sign...

Page 186: ...splays on the menu Print Route Now the Print Route will have a more compact view The Print Route option available in the Dispatch Console and Activity List screens enables users to print the route of field resources 1 Navigate to the Activity List screen for a selected resource 2 Click Actions Print to print the route This image displays a preview of the print route 180 ...

Page 187: ...Oracle Field Service Using Core Application Chapter 3 Field Resource Activities 181 ...

Page 188: ... as a capacity area since it is already present in the capacity areas Half blue filling The resource tree item can be added as a capacity area Grey icons An item cannot be added as a capacity area the tree branch already has another capacity area or the resource type does not allow it 4 Select the capacity area or search for the required capacity area and click OK The selected capacity area displa...

Page 189: ... the synchronization process If synchronization completes successfully the message Synchronization completed appears and the normal online page displays If a synchronization error occurs the message Internal error Please review your route displays If you attempt to access one of the online only pages when the connection has just been restored but the synchronization process is not yet complete the...

Page 190: ...n to the ones listed above Move an activity to another resource when move within a user s route is enabled View all resources on the resource selection page if all resources don t fit on a single page View the Manage page Perform resource management functions including but not limited to Create edit groups Make calendar changes Use the team map Use the Gantt view If a synchronization conflict occu...

Page 191: ...such as the activity details route inventory and so on Your administrator configures the Field Resource Landing page using the Field Resource Landing Page parameter You can see either the Activity List view or My Route option depending on the configuration Activity List When your Administrator has configured the Activity List option you see the list view upon logging in My Route When the My Route ...

Page 192: ... Plug in tiles are based on the buttons configured for Activity List The Calendar Panel You can click the date in the header to open the calendar panel appears on the Landing page This information is displayed for future dates On call The phone icon appears if you have an On call shift on the selected date Workload A dot appears if you have at least one activity for the specific date This does not...

Page 193: ...Oracle Field Service Using Core Application Chapter 3 Field Resource Activities A hamburger menu contains the Main menu items based on the page configurations 187 ...

Page 194: ...cess Time View Landing Page Dashboard Tiles The Landing page displays information about a resource s route activity details etc The landing page has the following dashboard tiles Resource Info Activate Route Deactivate Route Reactivate Route Current Next Activity My Route My Team Activities Assign to team Inventory Add Activity Options Plug in For information on setting up the presentation plug in...

Page 195: ... buttons on the Activity List Context layout structure You can see only one of these tiles at a time based on these conditions Activate Route You can find this tile after the Resource Info tile and it links to the Activate Route page You can notice the expected departure time mentioned next to Activate by which indicates that you must activate your route at that time You can see this information f...

Page 196: ...ks to the Reactivate Route page When you submit the route reactivation time the tile is replaced with Deactivate Route Current and Next Activity Tiles You can see the actual state of your route on this tile The number of activities displayed in the current and next activities tile depends on the number you have entered for the Mobile Activity Count setting on the User options page If there are mor...

Page 197: ...utton turns red when the travel end time has passed Start Links to the Start Activity page Next activity Displays the activity which is the next in the route but is not started yet The tile contains these elements Square block with a letter The color of the block depends on the activity type and status If the activity address is not resolved the block is empty Activity identifier The list of activ...

Page 198: ...ivities in the route for the selected day The tile redirects to the Route Map page if your administrator has configured the Map action link on the Activity List Context layout page This tile is always displayed even if there are no activities in your route If an activity is in jeopardy for example Missing SLA window the tile turns orange My Team Tile On the My Team tile you can see the information...

Page 199: ...ift start end When the resource shift differs from shift of current resource Of these notifications you can see only one item based on the order of the items Non working day is the highest Tile for a narrow screen device shows the total number of resources in all the resource teams Click or tap this tile to open a separate window with the team details If there are any warnings when a team member h...

Page 200: ...t layout structure Inventory Tile You can use this tile to navigate to the Inventory page Inventory tile is displayed if your administrator has configured the list_queue_inventories button on the Activity List Context layout structure The color of the tile turns orange if there are any Started or Pending activities with missing required inventories In this case you see the missing number of invent...

Page 201: ...Activity List Context layout structure Sample Plug In Tile You can open any plug in that is configured for your organization The Plug In tile can contain the plug in name or an icon and it s color can be changed as well A separate tile is displayed for each plug in that your administrator has configured as a button on the Activity List Context layout structure Custom Forms on the Landing Page You ...

Page 202: ...chedule Your organization chooses the color codes during implementation to suit the colors you prefer Color Code Activity Status Color Yellow Hex FFDE00 Pending activity on time Color Pink Hex FFAAAA Pending activity in jeopardy of being late Color Light Orange Hex FFCC99 Not ordered activity Color Lime Green Hex CCFF00 Pending internal activity or teamwork Color Green Hex 5DBE3F Started activity ...

Page 203: ...tifications under the same icon However you cannot see the Collaboration features such as chats helpdesk chats and historical messages The Collaboration window is shown with the title Notifications as shown in the screenshots This is where all of the available notifications are listed Note The notification messages are available on the Notification tab for an active session The messages disappear ...

Page 204: ...Oracle Field Service Using Core Application Chapter 3 Field Resource Activities 198 ...

Page 205: ...ned Collaboration If you are in the detail pages of Collaboration you are navigated back to the previous page Be aware of these points In app notifications are not available on iOS devices In app notifications are not available when you are working within the Collaboration pages The activity and location notifications are also available as in app notifications Configure Your Display Options You ca...

Page 206: ...burger icon and then click Settings The User options page displays 2 Click Change Password The Change Password page displays 3 Enter your old password and then your new password twice Ensure that your new password complies with your company s password rules 4 Click Submit Related Topics Create and Use a PIN Assign an Avatar You can upload a photo for the user for which you are currently logged in ...

Page 207: ...rvice Using Core Application Chapter 3 Field Resource Activities 4 Drag the edges of the round crop tool to resize and move the area of the photo that you want to select 5 Tap Apply 6 Tab Submit The photo is saved 201 ...

Page 208: ...gether with their routes The activities in the routes are displayed as bars that are color coded according to their status Travel time idle time and their duration are also shown The Manage page is displayed based on these rules The Manage page is not available if it is not added to the Main menu and the technician can see only themselves The Manage page becomes available if a bucket is visible fo...

Page 209: ...on travel activity is placed over a travel required activity To understand the concept better let s consider this sequence of activities First activity For example installation requires travelling ends at 10 00 Second activity For example phone call doesn t require travelling starts at 17 00 and ends at 17 10 Third activity For example upgrade requires travelling service window starts at 17 30 and...

Page 210: ...our organization opens the directions for the selected activity location View Activities The activities listed on your home page are grouped by status Started activities are displayed at the top of the page Pending activities in the middle and closed activities those that have been Completed at the bottom Pending activities appear in chronological order Tap the up and down arrows to expand or coll...

Page 211: ...cation is gathered by your device at the last minute then it is used as the starting point of travel If the geolocation is not gathered then the Start Location coordinates are used The Start Location is used if the resource s start location is defined and the coordinates are available Otherwise the travel time is not updated When you activate the route that is when you update travel time between a...

Page 212: ...Application or the Oracle Field Service Mobile for Android and iOS the real time travel data from the map data provider for example Google Maps is used to update the travel time to this activity To use this option while setting the En Route status these conditions must be satisfied En Route activity has resolved coordinates with an accuracy level 0 provided by an external application 8 intersectio...

Page 213: ...ty placed at the same location from the list and then click Start When you are about to end an activity you receive the notification You have more activities at this location on the End Activity screen When selecting the next activity you can notice that the activities present at the same location are highlighted with a location marker next to them 207 ...

Page 214: ...e 1 Click Start A confirmation page displays By default you start the first pending activity in the route 2 Select the time of start and click Submit The activity status changes to started Note After you start an activity you have the option to adjust time or to change the activity status Menu options are driven by previous activity actions Work Progress Countdown Indicator The work progress count...

Page 215: ...ou can update the values of the editable fields from the Activity Details page or tabs within those pages Note The Submit button displays if the value of at least one of the fields on the page is Read Write or Mandatory However if all the fields on the page are Read only then the Submit button is not displayed The visibility values such as Read Write Mandatory Read only are configured in the Visua...

Page 216: ...d from your route or when the address of an activity on your route changes a number indicating how many notification messages you have displays on the bell icon Clicking the icon opens the Notifications panel New information appears in bold white text Once read and closed the information will appear in bold gray text if you access the message again When you refresh your browser messages that are r...

Page 217: ...splays 2 Scroll to the bottom of the Activity details page and click Additional Info Additional information about this activity displays 3 Click Details to return to the Activity details page You can also use the Pull to Refresh option which refreshes the content on your home page View an Activity s History You can see the same information about the history of an activity as the dispatcher supervi...

Page 218: ...gas Note If you don t have permissions to add an internal activity you can contact dispatch or your supervisor to add an internal activity on your behalf 1 On the home page click Add Activity 2 Type the information about the activity in the fields and then click Submit When the activity is added Position in route defines the new activity to be ordered or not Ordered means that the activity is disp...

Page 219: ...cate of the original activity is created in a suspended status The duplicate is created for tracking purposes When you suspend a pending activity it is converted to a not ordered pending activity 1 Open the Activity details page for the activity 2 Click Actions Suspend The Suspend activity dialog box displays and shows the fields configured for your organization 3 Select the time required to compl...

Page 220: ...r change it 4 Select the reason for which the work could not be done and enter any notes you think might be helpful 5 Click Submit The activity moves to the closed list and is color coded with the not done status color Reschedule an Activity If your user type allows it you can reschedule an activity for another day 1 From the Activity details page click the activity that you want to reschedule 2 C...

Page 221: ...you cannot use the activity bundling feature You can perform the activities that don t require travel non travel activities according to the order in the route However after you set En route for an activity you cannot perform a non travel activity You can change the activity status to En route in these scenarios At the beginning of the day After a break After completing the previous activity After...

Page 222: ...ning of the time window then you customer is notified with an appropriate message For example For this activity SLA window starts at 18 00 When an activity doesn t have the resolved coordinates the device location is not available or the device is offline then a corresponding message is displayed on the map of the En route page The message could be Activity location cannot be found Cannot identify...

Page 223: ...rst in the route The urgent activity is changed to En route Stop Travel and Move an Activity to Another Day or Resource Let s say you are on the way to an activity and your vehicle breaks down You can stop your travel and reschedule the activity to another resource or another day You can proceed to the next activity after your vehicle is repaired 1 Open the Activity details page for the activity t...

Page 224: ...ce where it is saved If you log in using another browser or device the draft won t be available In addition your drafts won t be retained in these cases If the activity status is changed to Completed Cancelled or Not Done The following day defined by the Overnight Work setting on the Business Rules page for the following pages and statuses Resource Inventory and User pages Pending and Started acti...

Page 225: ...grees and minutes are used for example fractions of minutes are expressed up to two decimal places the format is ddd 1 mmmm 100 0 1 1 Log in to Core Application 2 Take a photo in Core Application 3 Save the image 4 Verify the image s properties Note Location and time stamp are an integral part of images You should download images to your external applications through a Core API or Daily Extract an...

Page 226: ...elected group of nearby activities Assign and schedule multiple nearby activities to the route in a single step Estimate distance using the map scale Review and order the new route including seeing any constraint violations The number of locations displayed on the Map varies depending on the device screen size this could range from a few dozen to hundreds The location of the non scheduled activiti...

Page 227: ...tion A list of your activities for the day is displayed 2 Click Map The map and activity list appear on the page 3 Select the Scheduling layer from the layers icon to display non scheduled activities 4 Click an activity marker The activity details appear on the page Assign or Schedule Activities You can assign activities from the map by clicking each activity and dragging and dropping it The selec...

Page 228: ...ct review and assign up to 99 activities at once using the multi marker 1 Log in to the Oracle Field Service 2 Click Map The Map and Activities list appears on the page 3 Select the Scheduling layer from the layers icon and display the non scheduled activities 4 Click an activity marker The details of the activities appear on the page 5 Click Assign to add the activities to the route for ordering ...

Page 229: ...maining decreases the color of the indicator changes from green to red You can adjust the travel time to indicate if you need additional time to travel to the activity site by clicking Adjust Adjusting the time updates the information that is displayed in the indicator Since the indicator displays on many pages it still will be visible should you need to navigate away from the Activity details pag...

Page 230: ... activity and schedule it right away To book an activity you must also have the ability to check the available capacity for that specific date and time This situation is handled by the Book new activity option The Book new activity option is configured in the Application screens section of the Screen Configuration page Note The activity booking functionality Quota management page and the Capacity ...

Page 231: ...apacity information up to date is crucial for the functionality Activity Booking is available only in the online mode Booking Recommendations You can choose to include recommendations for booking activities for each Capacity Area independently The application typically recommends time slots that reduce overall travel expenses The application tries to optimize travel time so if there are some booki...

Page 232: ...d travel is bigger or equal to the default travel time Example of a technician s route with a long idle time before and after the activity This option may be used for booking but the application cannot recommend it over the other booking options Example of the Book Activity page with some recommendations The options marked with a special sign give a bigger probability of decreased overall travel e...

Page 233: ...d Activity From the Activity List Use the Book Activity button located on the menu bar As the feature is available only in the online mode the button is disabled when the mobile device is offline 1 Tap Book Activity The Book Activity page opens with a blank activity booking form 2 Add the activity and the customer details 3 Click Dismiss to abort the operation or click Next to continue with creati...

Page 234: ...he error is shown so you can access the corresponding pages Validation errors If any of the mandatory fields is empty on the booking activity contexts Book new activity Schedule booked activity the validation message Validation failed please review your form is shown If a time slot has not been selected on the Time Slot page the activity is not booked and the message Validation failed please revie...

Page 235: ...ield Service Core Application and not in Oracle Field Service Mobile for Android and iOS However as soon as you create and schedule the activity in Oracle Field Service Core Application you can view and manage its segments in Oracle Field Service Mobile for Android and iOS Segmentable activity segments appear in the activity list on your home page and are included in sections according to their st...

Page 236: ... choose to cancel only the current segment by leaving the check box unchecked the Cancel activity page has the Time to complete field showing the remaining duration of the segmentable activity Initially the Time to complete value is the total duration of the segmentable activity minus the duration of the finished segments The Time to complete can be adjusted simultaneously with canceling a segment...

Page 237: ...es to their number and or duration If you choose to complete the entire segmentable activity and enable segmentable activity is finished the Time to complete field is replaced with the segmentable activity status field allowing you to select either completed or not done from the drop down list as the final status of the segmentable activity The final status of a segment may be different from the f...

Page 238: ...e Traffic Layer The traffic layer is available to users of Oracle Field Service Enterprise Cloud when Oracle Field Service Standard Map Cloud Service with Google Maps or Baidu Maps is part of your subscription The layer is available when using the Team or Route maps Team Map Route Map 232 ...

Page 239: ... providers website for data availability When traffic data is available the system uses the most recent information available from the map provider which may not always be the current information View Activity Location on a Map Before starting an activity it is possible to view a map of the customer address To view the location of an activity on the map 1 Select the activity that you want to map f...

Page 240: ...Some customers may configure a navigation link plugin to launch a map application on a resource s device This allows for turn by turn directions from the current location and includes voice A map displays directions from the previous activity A to the next activity B If the Google maps service is enabled at the time of setting up the instance the satellite view layer icon is shown Custom Map Layer...

Page 241: ...electing a layer in the list removes its content from the map Note Only the layers that are set as Active are shown here Create an activity or a service request You can create an activity or service request from a map layer and include the asset details and GPS location In addition you can interact with the asset directly and obtain historical and or IoT data The application can capture the correc...

Page 242: ...the activity or service request Steps to create an activity or a service request from a custom map layer 1 Open the team map or the resource route map 2 Click the layer icon and select the layer on which Shape hint button is configured Based on the earlier example select the layer for which the Add maintenance activity custom form is configured 3 Click the shape and then click the plug in or custo...

Page 243: ...long with performing tasks of their own Field managers can view the list of resources and their routes for several days check resource status and work load get information on shifts and work skills and contact a specific resource or switch to that resource s interface Access Time View To access time view in Oracle Field Service Mobile for Android and iOS you must have at least two resources assign...

Page 244: ... by which the clock is turned forward or backward 2 Date delimiter Gray vertical dash lines specify the boundaries between the days 3 Date indicator For each day currently displayed in time view a date indicator displays in the top left of each day section The date indicator is shown in the long date format set for the user Ordered activities for each resource are represented as color coded blocks...

Page 245: ... idle time will show as gaps in a route rather than distinct blocks You can define the Idle time minimal on the Display screen in Oracle Field Service Core Manage Service The yellow arrows on the route indicate the time of route activation a right headed arrow or the first of the two consequent right headed arrows reactivation the second of the two consequent right headed arrows if applicable or d...

Page 246: ...e View User Menu You can use the user menu to configure your user settings and log out Tap the menu icon in the top left corner of the page to access the menu The menu contains the following items Manage Displays the time view Manage screen Maps Displays the locations of the resources Calendars Displays all resource calendars Resources Displays all the resources information Tap the menu icon or an...

Page 247: ...llow indicates that the resource is offline If a resource is not available in Oracle Field Service Collaboration there is no status indicator This might occur in the following situations The user to which the resource is assigned as the main resource does not have access to Oracle Field Service Collaboration Service The user to which the resource is assigned as the main resource is not included in...

Page 248: ...tion applies for example to Internet Explorer 8 Note Route status reflects the current state and is not dependent on the date selected on Time View On call indicator A yellow telephone icon in the bottom right of the resource photo indicates that the resource is currently working on call Activity Pools Each resource has three activity pools scheduled non scheduled and not ordered A scheduled activ...

Page 249: ...t click or tap that activity To close the activity list click or tap the activity header or on the screen anywhere outside the hint Activity Movement You can move activities between pools of the same resource within the route of a resource and between resources To move an activity click or tap and hold it and then drag it to the new destination When you drag the activity all possible destinations ...

Page 250: ...nd its color indicate the urgency of the activity Large markers indicate an activity that is SLA critical Smaller markers indicate activities that are not as critical Zoom in to see all activities Zoom out to eliminate the less critical flags from the display The list to the right of the map groups activities based on 2 Click List to display groups of activities Note Devices with larger screens wi...

Page 251: ...on your route 5 On the confirmation page click OK to remove the activity from the pending list to your route Inventory View Inventory You can view the inventory associated with each job on your route as follows 1 Click or tap an activity on the Inventory home page Note A message in red displays if you are missing any inventory required for that activity The Activity details page displays 2 Click o...

Page 252: ...lass icon to open the search window Note When you perform search for the first time the Parts Catalog starts to download and the progress indicator changes as the download progresses You can notice that the progress indicator displays The first time you perform a search the Parts Catalog starts to download and the top percentage indicator changes as the download progresses The bottom cache indicat...

Page 253: ... you can undo an install or deinstall Click on the serial number of the device and perform the opposite action For example click Deinstall if you installed a device in error 6 Enter the quantity of the inventory you are adding installing or deinstalling in the Quantity field If this is non serialized inventory and you enter a value that exceeds the quantity precision that s configured then the pre...

Page 254: ...o it using a service request For example if the piece of inventory is a cable box you might need to send the list of channels or you might send a test message to make sure that the connection is working 1 Mark the piece of equipment as installed in the application 2 From the list of the installed equipment click the serial number of the piece of inventory to which the information will be sent The ...

Page 255: ...n the Parts Catalog also happens to be in the resource s pool the item is marked with a truck icon If you select an item from Inventory the Inventory details page is displayed If you select an item from the Parts Catalog the Catalog item details page is displayed This page displays the following information General information about the selected catalog item A Linked items section that suggests it...

Page 256: ... and Share Nearby Inventory You can use the parts catalog and search the trunk stock of nearby technicians for the inventories that you require to complete the ongoing activity When you click Find Nearby Inventory from the Catalog Item Details page the nearby technicians who have the inventories that are required in their inventory pool are shown in the Find Nearby Inventory page You can click Sta...

Page 257: ...ave the inventory in their trunk stock is displayed 5 Select the technicians that you want to contact The Start Chat link is enabled 6 Click Start Chat The broadcast message with the selected technicians is initiated 7 Click the icon to share the inventory with the technicians Track the Caching Process of Parts Catalog You can track the current status and progress of the Parts Catalog caching proc...

Page 258: ...tation By default you can view the current date highlighted in red color in the first column and the total number of hours of all resources in the group in column header You can scroll left or right to view past or future days by swiping a finger along the page As you scroll along the page you can notice that additional columns get loaded If you want to view the current date without swiping your p...

Page 259: ...lar and On call overlapping on same period Resource has regular and on call tasks on the same time Regular calendar is prioritized and also displays the overlap period Non working Vacation time Blank cell A resource can have a default schedule or an individual schedule A default schedule is the working time configured for the whole organization division or for a particular geographic region In oth...

Page 260: ...esource Information The Resource Info page is a dashboard for field managers that displays an overview of a resource s data and allows them to edit any of the information listed When you click in the resource hint on your web browser the Resource Info page displays This screenshot shows the Resource Info page that contains general information about a resource The page contains these blocks of info...

Page 261: ...en defined for a resource the Locations and Work Skills blocks are hidden You can edit the information that displays in each block on the page by tapping or clicking the block s title Edit Resource Information A field manager can review and revise a resource s employee information as well as information about work skills work zones work locations and calendars From the Resource Info screen tapping...

Page 262: ...rmat 12 or 24 hour Date format Screen Edit Resource Info Additional information Name External ID Phone Email address Status active or inactive Resource type Message language Time zone Time format 12 or 24 hour Date format Screen Edit Resource Info Locations Daily locations Start End Home Days Screen Locations Dialog box Daily Locations Location assignment Day Start End Home Screen Locations Dialog...

Page 263: ...working time Time frame for custom working time Points assigned to custom working time Screen Resource Calendar Dialog box Add Location Work Skills Work skills Level of expertise Temporary skill yes no Screen Resource Work Skills Dialog boxes Add work skill Edit work skill Work Zones Work zones Ratio Temporary yes no Start date End date Recurrence Days between occurrences Screen Work Zones Dialog ...

Page 264: ...esource for which want to update the location 3 Click the Locations tile 4 Go to the Override Daily Locations section 5 To add an override click the plus icon The Override Daily Location dialog box appears 6 Select the start location end location and home location 7 Select the date for which you want to override You can select any date in the future for up to 1085 days 8 Click Submit An override i...

Page 265: ...een occurrences From the Resource Work Zones screen click or tap a percentage to adjust the probability slider Click or tap the minus sign to delete an existing work zone Related Topics Work Zone Shapes Work Zone Shapes When any work zones are assigned to a resource their shapes are displayed in the Work Zones block of the field manager s Resource Info screen A work zone is the defined geographica...

Page 266: ...ith a more experienced technician Others use teamwork to assign a van to a technician Teamwork includes two roles Team leader The person who is being assisted Assistant The person who is assisting the team leader If you are the assistant for a particular activity the time displays in your route as either Assisting or Teamwork If you are a team leader the activity appears in your route as a regular...

Page 267: ...the resources routes Each activity is marked with the color corresponding to the activity status Routes are shown as differently colored lines each representing a particular resource Activities belonging to a route have borders of the same color as the route making it easier for the user to identify activities of the same route Clicking an activity marker opens the hint with the activity details C...

Page 268: ...by End a conversation 1 Tap the Actions icon 2 Tap Leave Conversation Invite a contact to chat 1 Tap New Conversation 2 Select a contact from your address book or search for a contact 3 Tap Invite User 4 Search for a contact or select one from your address book Display Community history 1 Tap the Collaboration icon 2 Tap History See who s working near your physical location 1 Tap New Conversation ...

Page 269: ...adcast Add or rename a conference name 1 Tap the Collaboration icon 2 Tap New Conversation 3 Tap Group Message 4 Tap User Group and select the appropriate group from the list 5 Tap Next 6 Tap Conference 7 Enter a name for a new conference chat or click the Menu icon select the Edit Conference Name option to edit an existing conference chat name 8 Click Save End Your Day About Ending Your Day Befor...

Page 270: ...d in the Closed section of your home page This notifies dispatch that you are no longer available to take jobs Note You must have managed any remaining pending activities according to the customer s business rules rescheduled to another date cancelled or not done The Deactivate Route menu option will not appear until there are no more pending activities on the route 1 Click Deactivate Route on you...

Page 271: ... Time to a Calendar Resource Calendars Field Resource Activities chapter Add an Activity to a Route or a Bucket Accessibility May 2021 These topics are added En Route Activity Status Change the Status to En Route at the Beginning of the Day or After a Break Change to En Route After Completing an Activity Take a Break After Completing an Activity Change the Activity After Selecting En Route Status ...

Page 272: ... a Calendar Add Exchange or Uninstall Inventory Install Inventory Deinstall Inventory Change Inventory Properties Delete Inventory Customize Your Display Options Current and Next Activity Tiles November 2020 These topics are added Assign an Activity from the History Page These topics are updated Understand the Assignment Assistant User Interface Favorite Group of Resources Create a Favorite Group ...

Page 273: ...ew of Access Hours Set an Access Schedule to an Activity View the Resource History Redwood Theme These topics are updated View a Resource s Calendar in Resource Calendar View These topics are removed Move an Activity in List View Move an Activity in Map View Move an Activity in Time View Move a Group of Activities 267 ...

Page 274: ...Oracle Field Service Using Core Application Revision History 268 ...

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