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Oracle 21C Manual

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Oracle Field Service
Using Core Application
21C

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Summary of Contents for Oracle 21C

  • Page 1 Oracle Field Service Using Core Application...
  • Page 2 Oracle computer documentation and/or iii) other Oracle data, is subject to the rights and limitations specified in the license contained in the applicable contract. The terms governing the U.S.

  • Page 3: Table Of Contents

    Oracle Field Service Using Core Application Contents Preface ..........................Overview of Oracle Field Service Core Application About the Core Application ................................Supported Browsers ..................................Log In ......................................... Reset Your Password ..................................Offline Mode Tasks ..................................Services Available ................................... Accessibility .....................................
  • Page 4 Oracle Field Service Using Core Application Inventory ...................................... Resources ..................................... End Your Day ....................................

  • Page 5: Preface

    Diversity and Inclusion Oracle is fully committed to diversity and inclusion. Oracle respects and values having a diverse workforce that increases thought leadership and innovation. As part of our initiative to build a more inclusive culture that positively impacts our employees, customers, and partners, we're working to remove insensitive terms from our products and documentation.
  • Page 6 Oracle Field Service Preface Using Core Application...

  • Page 7: Overview Of Oracle Field Service Core Application

    Application About the Core Application The new Oracle Field Service Core Application combines the features of Oracle Field Service Core Manage Service and Oracle Field Service Mobility Cloud Service. Oracle Field Service Core Manage Service includes the functionality for Dispatchers, Managers, and Administrators and Oracle Field Service Mobility Cloud Service includes the functionality for Field Resources and both the applications are accessed using different URLs.

  • Page 8: Offline Mode Tasks

    The Login screen appears, where you can log in using the new password. Offline Mode Tasks You can access the application features offline, only if you have subscribed to Oracle Field Service Professional, Enterprise, and/or Mobility Cloud Service. This table lists the tasks that you can and cannot perform offline:...

  • Page 9: Services Available

    (however, the number of segments cannot be calculated correctly) Services Available This topic gives the list of services available in Oracle Field Service Core Application. this table gives the list of services available and the documents you can access to get more information: Service...

  • Page 10: Accessibility

    Oracle Field Service Smart Location Cloud Service Oracle Field Service Administration Cloud Service Documentation Accessibility For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website. Videos included in this guide are provided as a media alternative for text-based help topics also available in this guide.

  • Page 11: Keyboard Shortcuts

    Overview of Oracle Field Service Core Application Keyboard Shortcuts Oracle Field Service is based on Oracle JavaScript Extension Toolkit (JET), which comes with standard keyboard shortcuts. Oracle JET keyboard shortcuts are described in the Oracle JavaScript Extension Toolkit (JET) Keyboard and Touch Reference.

  • Page 12: Restart Or Reload The Application

    This will clear the cache and reload the application thereby, solving all the cases that 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.

  • Page 13: Dispatcher Activities

    Redwood Theme You can use Oracle's new Redwood theme. When you apply the new Redwood theme, the Core Application shows the new design colors, icons and more.
  • Page 14 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities This image displays the About page displaying redwood theme when you open it in small-screen devices.
  • Page 15 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Examples of Screens Showing Redwood 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:...
  • Page 16 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Dispatch Console for large-screen devices: This image shows the Dispatch Console in Redwood theme in large screen devices:...
  • Page 17 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Dispatch Console for small-screen devices This image shows the the Dispatch Console in Redwood theme in small screen devices:...
  • Page 18 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities...
  • Page 19 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Resource Tree You can use the resource tree to see a hierarchical view of your organization’s resources, typically sorted by geographical region. The resource tree displays to the left of the page.
  • Page 20 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Resource Tree Icons You can identify the resource tree elements based on the shape of their icons. double silhouette: This designates a bucket or an organization unit. Buckets generally have numbers to the right of them, while groups don't.
  • Page 21 To view all activities and resources below the selected Resource Type in the resource tree, select the Apply Hierarchically check box. The Show resource trace check box is displayed only if you have purchased Oracle Field Service Smart Location.
  • Page 22 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Action Button Use theAction button (gear icon) to perform actions such as adding an activity, activating a route, or starting an activity. These actions affect the information in the work area. Here is how the Action button looks on the Dispatch Console: Your User Type, the page you are viewing, and your settings determine the actions that you can see in the drop-down list.
  • Page 23 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Screen Layout Optimization If you are using a large monitor, you can view the pages in optimized layout. This means you can view more information on a single page without having the need to navigate to other pages. If you are using the Core Application on a mobile device, the pages remain optimized for touch interaction.
  • Page 24 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.
  • Page 25 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Color code Status Not ordered activity Color: Light Orange; Hex: FFCC99 Started activity or teamwork Color: Green; Hex: 5DBE3F Canceled activity or teamwork Color: Light green; Hex: 80FF80 Travel time Color: Humming Bird;...
  • Page 26 Five of the routes shown above include activities that are currently in jeopardy. In most cases, Oracle Field Service uses the actual travel time reported by technicians. However, sometimes, the application uses the estimated travel time. The application verifies these conditions to decide whether the estimated travel time can be used as actual travel time: •...
  • Page 27 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Related Topics • Activity Alerts • Resource Tree Alerts Month View You can use the Month view to see the activities scheduled for 30 or 31 days, depending on the month, starting from the selected day.
  • Page 28 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities ◦ If there is a single activity that has a duration between 70% and 100% of ½ of the day, it is shown as ½ of the day activity, as a solid bar.
  • Page 29 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Check the boxes for the columns you want to see. To hide a column, clear the check box. Drag and drop the columns to change their order. Use the blue double-headed arrow to disable word wrapping in a particular column.
  • Page 30 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities The map view uses the same color codes as the other views. The map view displays the activities for addresses that can be found. Resolved addresses are assigned either a letter (as shown above) or a plus (+) sign.
  • Page 31 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities • The item is highlighted on the Business Rules page and the Activity map markers dialog box with the message, 'Wrong filter' in red. Filter Unavailable for a User Type Let’s say a filter is not available for a User Type, that is, the filter is not added to Selected box on the Add filter or...
  • Page 32 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Display Activity Markers on the Map You can display activity markers on the map, to differentiate between activities, and to view specific activities such as activities that are at risk.
  • Page 33 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities • When hovering over a point from the track for at least half-a-second: ◦ The part of the track and the activity markers from the previous activity to the next one are highlighted.
  • Page 34 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities View a Group or Bucket in Map View You can see the location of all the resources, including child resources, for a particular group or bucket in the map view.
  • Page 35 You can also se a plotting of the suggested route, driving directions, and the actual route taken by the resource (Resource Trace). Note: Driving directions for Oracle map and geocoding are only shown in English (default), French, German, Italian, and Spanish.
  • Page 36 The View menu opens: Click the Show resource trace check box in the View menu. The page resets and the route is indicated by dots. See the Oracle Field Service Smart Location Cloud Service user guide for more details. Find Nearby Resources in Map View If you want to move an activity, you can view the nearby bucket resources to find someone who can take the job.
  • Page 37 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Click any icon to see the details of that bucket resource, including name and contact information.
  • Page 38 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities View the Traffic Layer in Map View You can view the real-time traffic data on Map View to determine the best route to take to reach your destination. Click Map View.
  • Page 39 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities • When there is no data binding for these maps: ◦ Team Map: When no activities, start and end resource locations, or home zones centers of resources from group are available ◦...
  • Page 40 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Select the activities that you want to assign to a schedule. Click Assign and confirm the selected activities. The selected activities are added to your route. Draw Polygon to Select Activities When you enable the Scheduling Layer, you’ll see a new Lasso icon on the Route Map page.
  • Page 41 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Select the listed activities and assign them to your route. Click Assign.
  • Page 42 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities To cancel the drawing mode, you must close the message hint or zoom the map in or out. Note: The drawing functionality is available in online mode only. Show Selected Activities on the Dispatch Map When you select multiple activities on the Dispatch map (by drawing polygon or selecting clustered activity), the selected activities appear on the right panel on the map.
  • Page 43 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Click the resource that you want to view in the top panel. The resource's schedule displays in the work area. Click the plus icon to open the bottom panel. The initial display in the bottom panel reflects the top panel.
  • Page 44 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Create an Activity or a Service Request from a Custom Map Layer In the utility organizations where map layers are commonly used, you can create an activity or a service request from a map layer and include the asset details and GPS location.
  • Page 45 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities The tabs contain specific information about Preferences, Messages, and History. Your administrator can configure this to your company’s requirements and may include additional custom tabs, such as Customer and/or Service Info, Inventory, Required inventory and others.
  • Page 46 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities The Inventory list tab may include this information: • Serial Number: A unique number that identifies a piece of equipment and (usually) its manufacturer. A house icon indicates the equipment is located on the customer’s premises; a truck icon indicates it is in the resource’s truck.
  • Page 47 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities • Messages that use the Set property delivery channel (method) are shown in this view, only if they were generated less than one (1) hour ago. The only exception from this rule is for messages that have the Failed status.
  • Page 48 • Click the user 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.
  • Page 49 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Each activity that is linked is displayed as a box and the box shows the activity hint, when hovered on. You can use the activity hint to view the details of the linked activity. Activity colors on the chart are the same as in Dispatch Console - Time View.
  • Page 50 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Add a Filter to the Filter List You can add a filter to use customized words in search filters. Click Configuration, Filters. Click Add new in the upper right corner of the page, as shown in this screenshot: Fill in the fields in the Add Filter dialog box.
  • Page 51 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Field name Action Filter Enter the name of the filter. This is the name that users see when they select the Filters drop-down list. Language Select the appropriate language from the drop-down list.
  • Page 52 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Field name Action Conditions Select one or more options to represent how the selected field relates to the Value entry. Value Add the options that can be associated with the Field chosen for this condition. If you have selected an enumeration field, and multiple values are applicable for this condition to be met, then add them to the Selected column.
  • Page 53 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Soft Skill Mismatch Alert: This alert displays when you move an activity to a resource that does not have the preferable qualification level of an activity skill. Work skill Mismatch Alert: This alert displays when you move an activity to a resource that does not have the required and preferred qualification level of an activity skill.

  • Page 54: Dispatch Console Activities

    Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities ◦ The activity has not been started within the predefined amount of time before the service window expires. • Stopped reporting: This alert indicates that the activity did not start on time. It appears for pending ordered activities in activated queues that belong to the current working day.
  • Page 55 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Dispatcher Activities Dispatcher Activities continued... Dispatcher Activities continued... Reopen an activity Cancel activities by group or team Note: The remaining portion of this section is specific to Core Application only.
  • Page 56 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Field name Action the Time Slot Start and Time Slot End fields. All day is available only for the activities that belong to activity types for which you have deselected the Support of time slot option.
  • Page 57 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities This table describes the values of Position in Route on various pages. Be aware that the values depend on the Activity Type and the User Type settings. Page Activity Status/Position...
  • Page 58 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Click OK. The activity is removed from the time view, but still appears in the list view with a small block of time. Search for an Activity You search for an activity to add some details, know its status, know the actual time taken to complete it, and so on. You can also use the Search option to search for inventories and parts.
  • Page 59 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Select the check boxes next to the options that you want to search by from the Search Preferences menu, as shown in this screenshot: The Search Preferences section also contains Inventory search fields along with other search fields configured on Business Rules.
  • Page 60 Oracle Field Service Chapter 2 Using Core Application 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.
  • Page 61 (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.
  • Page 62 The 'En route' status launches the 'Call ahead' trigger, with which you can notify your customers. If you enable the "Enroute Support" feature, Oracle Field Service never considers a resource as on the way to an activity until the "En route"...
  • Page 63 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities The image is downloaded to your device. To remove the image from the activity or the Form, click the clear icon. The image is deleted from the application. The clear icon is available for the fields that have Read-Write or Mandatory visibility.
  • Page 64 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities • Schedule includes some, but not all seven days (and may be some exception dates filled) means the availability is defined by the schedule for the given week day, if it is defined. The asset is not available on the week days for which no schedule is defined;...
  • Page 65 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Here are some of the reasons for which you want to move activities from resources back to the bucket: • A resource called in sick and you have already assigned a route to the resource.
  • Page 66 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Main page The Main page is displayed when you try to assign one or several regular activities. You can view up to five resources on the page and scroll to see more. This screenshot shows the Main page:...
  • Page 67 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Legend Component Action or Description Buckets page Use the Buckets page to move the activities to a bucket. The buckets displayed here meet the same conditions as the resources do.
  • Page 68 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Legend Component Action or Description • Placement: Where the activity is placed in a route. • Warnings: Whether the activity being moved or other route activities will be in jeopardy after assigning.
  • Page 69 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Legend Component Action or Description 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.
  • Page 70 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Legend Component Action or Description • Service Window can be lost • Work zones mismatch • Work skills mismatch Not ordered Drag and drop the activity to this space to set it as not ordered.
  • Page 71 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Non-movable section You see the Non-movable section when you cannot assign an activity to the current resource. For example, let’s say you try to drag-and-drop an activity to a resource that is set as 'Forbidden' for the activity. The activity is then displayed in the Non-movable section and you cannot drag it to other sections as well.
  • Page 72 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Drag and Drop Activities Using Assignment Assistant You can drag and drop the activities using Assignment assistant to move them. Drag and drop the activity that you want to move. These actions occur: ◦...
  • Page 73 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities...
  • Page 74 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities If the activity cannot be moved for violation of rules, an apporpriate alert is displayed. Configure Activities as Part of a Visit You can enable and configure the Visit functionality on the Business Rules screen. If there are other activities matching the same visit bundling keys as the moved activity then Assignment assistant suggests that you move them along with the moved activity.
  • Page 75 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities...
  • Page 76 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Click the Continue button to navigate to the Assignment Assistant main screen. To improve the KPI goals and better user experience, we recommend that you configure the vist functionality. This helps save the travel time and mileage and achieve improved utilization of resources.
  • Page 77 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Work Zone mismatch alert: The application doesn't allow you to assign an activity to a resource without a required work zone. The only exception is when the All check box is selected. In this case, the resource is shown in red and the "Work zone mismatch"...
  • Page 78 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities ◦ If two activities have the Preferred lists and these lists are not intersected, all the activities cannot be assigned together to the same resource (can be overridden using the All option).
  • Page 79 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Click OK to complete the cancellation of the selected items. Cancelling a repeating activity or teamwork will only cancel it for the current day. Add a Pre-Work Activity You can add a pre-work activity for work that you want to complete in advance of another activity.
  • Page 80 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities in the technician's route in advance. If the value for this field is zero then the activities are not instantiated automatically, but are created only when a route is created.
  • Page 81 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Duration for Suspended, Reopened, and Pre-Work Activities You can set the duration for suspended, reopened, and pre-work activities manually. This helps while estimating the remaining duration—it shows the additional work that is needed to complete the activity.
  • Page 82 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Field name Action Time Slot Select the period of time within which this activity can be started. Activity Notes Enter any notes associated with this activity. Recurrence-Repeats-Daily Apply to schedules such as every other day or every third day. If you select this option, add the frequency of occurrence in the field Days between occurrences.
  • Page 83 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities To move an activity to a bucket, drag and drop it to the required bucket in the Resource Tree, or in the List view or Time view. To assign multiple activities, drag the clustered marker and drop it to the required resource or bucket, or in the List view or Time view.
  • Page 84 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 types identify the way that two or more activities are linked.
  • Page 85 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities • Start-to-Start: Second activity starts after the first has been started. • Finish-to-Start: Second activity starts after the first one has been finished • Simultaneous: Both activities start at the same time.
  • Page 86 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Enter the Minimal Interval of time between the two activities in minutes (min). Enter the Maximal Interval of time between the two activities. For example, if the minimal interval is five minutes, the maximal might be ten or more minutes.
  • Page 87 (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.
  • Page 88 The 'En route' status launches the 'Call ahead' trigger, with which you can notify your customers. If you enable the "Enroute Support" feature, Oracle Field Service never considers a resource as on the way to an activity until the "En route"...
  • Page 89 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.
  • Page 90 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Add Time to an Activity If a resource cannot complete an activity by the estimated end time, then they can add time to the activity. If necessary, you can add time to the activity on behalf of the resource. You can add time only to started activities.
  • Page 91 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities portion of the activity closes. It displays as a suspended activity (scheduled, but not ordered) in the lower half of the page. Select the reason for suspension and add notes, if required.
  • Page 92 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Segmentable Activities Segmentable activities are activities that you can carry over to the next day. They are normal activities that are split into segments and managed individually. In other words, aSegmentable activity comprises a set of activities, each representing a single-day task with definite start and end times.
  • Page 93 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities This helps you find all segments of the same segmentable activity quickly, especially when they are assigned to different resources. This table provides the individual segment and segmentable activity property value sharing and inheritance rules.
  • Page 94 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities System/Custom Property Behavior When Individual Behavior When Property Behavior When Property Segment is Generated is Changed Within is Changed Within Individual Segment Segmentable Activity Level System Other system properties Segments are created with...
  • Page 95 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities If you move a segmentable activity from the scheduled to non-scheduled pool, all segments are removed. In addition, the activity is merged into a single entity with the defined duration. Its behavior is the same as that of an activity created in the non-scheduled pool.
  • Page 96 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities If you have selected the Support of work zones, Support of work skills, and Support of preferred resources options for the segmentable activity type, they will be determined for all activities of such type. The work zone, work skills, and preferred resources are determined for the entire segmentable activity and retrieved for each segment on demand.
  • Page 97 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Nearby activities search You cannot search for segmentable activities or their segments using the Nearby Activities option. Activity history You can retrieve history from both, a non-scheduled segmentable activity and a segment of a scheduled segmentable activity.
  • Page 98 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Description History Denotes the history of the activity. Links Denotes the links between the associated activities and dependencies. Click OK. The segmentable activity is created in the pending status. To segment a segmentable activity: Depending on the requirement, you can create a single activity, mass activity, or a repeating activity type of a segment.
  • Page 99 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities • No segmentable activity segments are created on non-working days. If a non-working calendar is assigned to a resource after the segmentable activity is created, the segment assigned to that day is not moved automatically.
  • Page 100 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Segmentable Activity Status and Hint Segments of started activities: The hint contains the activity status, the total duration of the segmentable activity, the percentage of activity progress, the number of segments in a final status in the total number of segments. The Duration field shows the duration of the selected segment.
  • Page 101 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Segmentable Activity Status and Hint Partially-scheduled activities and their segments: When a part of a non-scheduled segmentable activity has been moved to the route(s) generating one or more segments and the rest of the segmentable activity remains in the non-scheduled pool, the hints 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.
  • Page 102 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Segmentable Activity Status and Hint Segmentable activity hints appear on Time, List and Map View containing the same information. Segmentable Activity Status A segmentable activity has an own status which in some cases may be different from the status of its segments. The status of a segmentable activity is determined by the activity progress and by the statuses of its segments.
  • Page 103 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities • When you create the activity a bucket, only one segment is created for each day. The duration of such segment is equal to the value of the Maximal total duration of segments created parameter of the activity.
  • Page 104 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Note: For segmentable activities, the Links tab is always visible, regardless of the Support of links feature setting. If several segments of a segmentable activity have been assigned to multiple resources, the chart shows the name of the resource to which a particular segment is assigned, as shown in this screenshot: If the activity or a part of it is non-scheduled, such activity the segment in a different color.
  • Page 105 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Select the type of link you want to add. For example, Start after. Search for the regular activity that you want to link the segmentable activity with. Click Link. The activities are linked. If you try to add an unsupported activity link type and/or constraint, a warning is displayed and no link is added.
  • Page 106 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Link Type Constraint Description Segmentable Activity Start to Regular Different Providers Different Providers: Regular activity must be assigned to the Activity Start resource not participating in the earliest (based on the calendar) segment of the segmentable activity.
  • Page 107 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities View and Edit a Segmentable Activity You can see the overview of a segmentable activity in the Time, List, and Map views. To view or edit the details of the activity, you must go to the Activity details page.
  • Page 108 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Field Description The minimal allowed value of the Time to complete field is determined as the greater of the minimal duration of a single segment and the total duration of the existing started segments.
  • Page 109 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Note: The Time to complete value is automatically calculated only when the form is opened and is not automatically adjusted with the adjustment of the segment completion time (the Ending at field). This prevents unnecessary automatic changes to other segments of a segmentable activity.
  • Page 110 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities ◦ If you cancel the last segment of an activity and the time to complete expires simultaneously, then the activity is marked complete. ◦ If you cancel the segment before the completion of the time to complete, the remaining duration is moved to non-scheduled pool and the activity is marked as canceled.
  • Page 111 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities • move segmentable activity from non-scheduled pool and create scheduled segments for a single day only or generate segments for the entire duration of the activity You can drag-and-drop activities to perform all these actions, and some others, in the Activities view. The Move link is not supported for segmentable activities.
  • Page 112 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Move a Segmentable Activity Between Resources or Dates When you move or reschedule a scheduled segmentable activity, the application deletes all the pending segments and recreates them in the new location. The recreated activity segments can have different destination routes, dates, and duration from the initial activity.
  • Page 113 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Option Description Create segments only for date Segments are generated only for the current date according to the constraints and the remaining part of the segmentable activity is left in the non-scheduled pool.
  • Page 114 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities If... Then... You suspend a started segment Two segments, Suspended and Pending not-ordered are created. The original segment becomes not-ordered. The duration of the not-ordered segment is reduced by the duration of the Suspended part.
  • Page 115 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Activity and Segment Duration Adjustment You can adjust the duration of activities and the individual segments that comprise them. The duration of the complete task is set up while creating a segmentable activity. You must adjust the Time to complete value to adjust the activity and segment durations.
  • Page 116 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities that contains other segments of the same segmentable activity, such other segments will also be protected against automatic recalculations. Select the segment started in an activity and click the Adjust Time link.
  • Page 117 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities There are two roles to be aware of when setting up a teamwork situation: • team leader – This is the resource who is being assisted. • assistant – The resource who is assisting.
  • Page 118 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Once the Team Leader is selected (visible by a green box appearing around the Resource’s name) drop the Assistant onto the Team Leader. The Teamwork assignment box appears. Assign Resources to a Team Another way of assigning teamwork is to assign a team to an activity, using the Assign Team option.
  • Page 119 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Choose one. ◦ Use desired filters if necessary. ◦ Type the resource name or ID in the search field. Select your desired resource. Descriptions of the fields on the Assign resource to team dialog box are listed below: ◦...
  • Page 120 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 quality.
  • Page 121 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Alerts Details Alert Details Resource start/final location is not Either one or both of the resource efine start and/or final location for a resource defined * locations are empty •...
  • Page 122 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities • Low - activity coordinates are vague and thus may not be used for travel calcualtions, user intervention is required. Note: When the travel estimation method is undefined, the Travel estimation method field is not shown. Similarly, when the coordinate accuracy is undefined (for example, when coordinates are set through an API), the Coordinate accuracy field is not shown.

  • Page 123: Resources

    Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Click Click to add. On the Add property dialog box, find the Travel estimation method and Coordinate accuracy fields and add them with RO visibility. Non-Travel Activities When an activity does not require travel (that is, you have cleared the Calculate travel check box for the Activity type), the idle time before that activity is considered as travel to the next activity that requires travel in the route.
  • Page 124 The same behavior is present in Oracle Field Service Mobile for Android and iOS. When a field resource logs in, today's date is marked with light red color on the date selection panel in the header, as shown in this screenshot:...
  • Page 125 Using Core Application Dispatcher Activities When a field manager looks at the Calendars page in Oracle Field Service Mobile for Android and iOS, then today's date is marked in light red, as shown in this screenshot: The same date is used in Oracle Field Service Core Application when searching for activities "starting today".
  • Page 126 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 resources identified as a group, and the group is configured by a user.
  • Page 127 These properties are either in the resource time zone or in the customer time zone. It depends on the SLA and Service window use customer time zone field set on the activity type. Time view shows this information differently in Oracle Field Service Core Application and Oracle Field Service Mobile for Android and iOS.
  • Page 128 All resources are elements of the Resource tree. A user is a field resource or any other user that has access to Oracle Field Service. A child resource is a resource that is added to a bucket or an organization unit element of the resource tree.
  • Page 129 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Field name Action Resource Type Select Group or Bucket. The fields on the page change based on the option you select. Name Enter the name of the organization unit or bucket the way you want it to appear in the resource tree.
  • Page 130 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.
  • Page 131 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Click Submit. The new resource is added. If you have configured the Refresh Rate (refresh_rate) field for the user, it will not be used in Core Application. Add a Resource The field resource is an individual associated with the user who performs an activity or a tool or vehicle that belongs to an organization or resource.
  • Page 132 Change at Next Login they log in for the first time. Collaboration Group Select the collaboration groups. See Create a Group or Help Desk section in the Administering Oracle Field Service Guide. Initial Ratio for Set the Initial Ratio for Resource Value.
  • Page 133 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities is applicable only for those activities that are relatively new to the resource with no significant past data. You can edit this field only if the resource doesn't have any completed activities.
  • Page 134 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities ◦ When qualification levels are set for at least one work skill, then the resource is considered to have only that specific skill. The resource is not considered for work requiring any of the other skills.
  • Page 135 If you have configured a Group Location, it is available under the Shared Locations column on the Locations screen. You can manage locations from Oracle Field Service Mobile for Android and iOS as well.
  • Page 136 A Shared Location is configured at the bucket level and is available for assignment to any child resource. Log in to Oracle Field Service Core Application. In the resource tree, select the bucket or organization for which you want to set the location.
  • Page 137 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Field Name Description Label A unique label for the location you are adding. Address Address of the location. City City in which the address is located. Country Country in which the address is located.
  • Page 138 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Activity Status Scenario Coordinates Sent activity (using airline distance and default company airline distance speed). No GPS coordinates are available, or GPS The address of the started or completed activity coordinates are older than the address of the is used.
  • Page 139 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Click Change in the Org Unit/Bucket section and select the required organization unit or bucket in the Organization Units Selection dialog box, as shown in this screenshot: All the resources in the selected organization unit or bucket are displayed in alphabetical order and the count of each type of resource is shown in the Resource Type section.
  • Page 140 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Click Set User Type and then select the user type that you want to assign to all the selected resources. Click Apply. The Set User Type group action is displayed here only if the administrator has added it to the Resources context layout structure.
  • Page 141 Dispatcher Activities View the Resource History Oracle Field Service saves the history of the changes made to resources such as change in location or work zone. You can view, filter, sort, and export the list of such changes. Open the Resource Info page from the Manage, Dispatch Console, or Resources page.
  • Page 142 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Move a Resource Sometimes, you may have to move a resource from one organization unit or bucket to another. You can move only the resources that are at the organization unit or bucket level. Use the Edit Resource page to implement this change.
  • Page 143 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities The options Activate, Deactivate, Delete, Set Collaboration Group, and Unlock are displayed at the top 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: Click the button of your choice.
  • Page 144 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Confirm your decision. Assign a Schedule to a Resource The supervisor can update a resource’s calendar and the changes are visible with immediate effect. However, the supervisor is notified about the resource’s task allotment status when the calendar is updated. You can access and update the resource’s calendar from these locations.
  • Page 145 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Non-Working Time Option You can schedule an activity under the Non-Working Time category, if a technician needs a day off, because of reasons such as vacation or illness. However, you cannot apply non-working time if the technician has activities other than repeating, shift, or mass type activities assigned for the day.
  • Page 146 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 unit or a bucket, note that the OrgUnit/ Buckets is a dynamic entity.
  • Page 147 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Click Save. When you add a resource to a group, the star icon on the resource hint is filled. Add a Resource to an Existing Favorite Group When you start managing new resources, you can add them to the existing favorite groups.
  • Page 148 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Tips to Find Available Resources You can add or move activities anytime and your technicians may ask for help anytime in completing an activity. You can locate an available resource through several different ways.
  • Page 149 If a resource’s schedule changes, you must update their working hours in the Calendar. Oracle Field Service includes two types of schedules--default and individual. Default schedule is the working time configured for the whole organization, division, or for a particular geographic region. In other words, a default schedule is the working time added at the Organization unit or Bucket level, which is inherited by the child resources.
  • Page 150 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities The calendar displays and shows the shift for all the resources in your group or bucket. Use the horizontal scroll bar to view the calendar for past or future days.
  • Page 151 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities • Add Non-Working Time to a Calendar Set the Default Schedule for an Organization or a Bucket Default schedule is the working time configured for the whole organization, division, or for a particular geographic region.
  • Page 152 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Name Description geographic region. In other words, a default schedule is the working time added at the Organization unit or Bucket level, which is inherited by the child resources. A default schedule is displayed with a darker color on the calendar, and an individual schedule is displayed with a lighter color.
  • Page 153 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Field name Action Note: You can create only one on-call shift per day. If you create a second on-call shift, the first one is deleted. You can remove an on-call shift if you assign a schedule for a resource.
  • Page 154 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Click Submit. The new schedule is displayed on the calendar.
  • Page 155 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Add On-Call, Non-Working, or Custom Working Time to a Calendar Use non-working time to identify times when a resource, an organization unit, or a bucket is not available for work. You can use the custom working time to specify a custom schedule for a resource.
  • Page 156 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Add a Recurring Schedule Some times, resources work in a specific shift at regular intervals. For example, a field resource might visit a new site once a week for two months. You can define such schedules on the Calendars or the Resource Calendar page.
  • Page 157 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities A message indicates the number of days for which the shift is applied and the frequency of its recurrence. The new schedule is applied to the field resource. Note: If you use recurrence with days or weeks between the occurrence, all days between the new shift have an empty schedule, or inherit the schedule from the parent Org Unit or Bucket if any.

  • Page 158: Inventory

    Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Inventory The term inventory describes the equipment that is used or the items that are consumed by activities. Inventory items can be located at the customer's home or business or carried in a technician's truck. Modems, faceplates, wire, cable, and electrical tape are all examples of inventory.
  • Page 159 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Add an Inventory Type You can create serialized inventory and non-serialized inventory types. Click Configuration. In the Resources, Activities and Inventories section, click Inventory Types. Click Add new. The Add inventory type dialog box appears.
  • Page 160 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Field Description Non Serialized Select this check box if the inventory type is non-serialized. Decimal quantity Select this check box if you want users to add decimal quantity of the inventory. For example, 1.5 liters.
  • Page 161 Oracle Field Service Chapter 2 Using Core Application 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.
  • Page 162 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Add the Required Inventory to an Activity You may want to add some required inventory to an activity, before you start working on the activity, or while you are working on it.
  • Page 163 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Parts Catalog Mobile personnel use the Parts Catalog to remotely access and search their company's spare parts inventory when working on maintenance and repair jobs. Technicians assigned to installation jobs usually know which inventory they are installing, and they load the resources on their trucks accordingly.
  • Page 164 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Search results are organized in a list containing the Parts Catalog item models and other previously 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.
  • Page 165 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Inventory Transactions You can 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.
  • Page 166 Oracle Field Service Chapter 2 Using Core Application 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.
  • Page 167 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Install Inventory Use the install inventory action to track equipment or inventory that is moved from the technician’s inventory pool to the customer’s inventory pool. Typically, technicians install new equipment as part of the activity completion process and the Add to Installed action tracks the inventory consumed during the activity.
  • Page 168 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities in the inventory pool. If you try to install more non-serialized inventory than you have in the pool, then the message, 'The quantity 6.5 exceeded your available quantity of 5. Are you sure you want to proceed?' is displayed.
  • Page 169 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Enter the quantity of the inventory you are 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 precision is rounded off.
  • Page 170 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Exchange Inventory Use the exchange action to replace equipment on the customer's premises with a piece of equipment from the technician’s inventory pool. Here’s an example of an inventory exchange. Let’s say a DVR set top box is being upgraded to a new model. The technician initiates an exchange action, which removes the equipment from the customer’s pool and installs the...
  • Page 171 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Modify the required properties. Click Submit to save changes. Delete Inventory Use the Delete action to delete items from the customer’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.
  • Page 172 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities A confirmation message appears. Click Yes. The inventory item is removed from the customer pool. Send a Hit You configure a Send Hit request option to allow for the provisioning of equipment and services (that is, initialize device or refresh services).

  • Page 173: Dashboard Charts And Reports

    Using Core Application Dispatcher Activities Dashboard Charts and Reports This section discusses the overview of dashboard charts and reports in the Oracle Field Service Mobile for Android and iOS app. You can perform the following on dashboards and reports in Mobility: •...

  • Page 174: Work Offline

    The application checks for the connection either periodically or when you perform some action. When your Internet connection is restored, it sends data about all the performed actions to Oracle Field Service and updates the data in the browser. All the actions performed offline are transferred in their chronological order, and the changes you made offline are merged with the changes in the application.
  • Page 175 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.

  • Page 176: Monitoring

    [Optional] To view the conflicts that have occurred on a specific date, use the calendar and pick the date. [Optional] To filter conflicts, use the View drop-down menu and specify the filter. Resolve the conflict manually by adding the appropriate details either in Oracle Field Service or in your external application such as CRM, Billing, or Provisioning.
  • Page 177 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Use the resource tree search filters to narrow the list to only the resources that have not activated their routes. Investigate the resources that don't have orange arrows at the starts of their routes.
  • Page 178 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 Topics •...
  • Page 179 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Actions to consider: • Contact the resource to find out if a delay is necessary. If so, ask the resource to add time to the activity. If necessary, you can add time on behalf of the resource.
  • Page 180 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities Actions to consider: • Contact the resource to determine why the activity is not started. If the resource forgot to start the activity, ask the resource to start the activity. If necessary, you can start the activity on behalf of the resource.
  • Page 181 Move an Activity Using the Assignment Assistant Identify Resources That have Stopped Reporting When the start time for an activity has passed and the activity is not started in Oracle Field Service, the resource has stopped reporting. Change your view to Time view.
  • Page 182 Oracle Field Service Chapter 2 Using Core Application Dispatcher Activities ◦ Change the activity status to Not Done. Some companies run a script that automatically moves activities with Not Done status back to the bucket. Identify Overtime Situations When resources have activities scheduled outside of their normal working hours, you might want to move those activities to another resource or another time slot.

  • Page 183: Field Resource Activities

    Field Resource Activities Best Practices Oracle Field Service Mobile for Android and iOS works best when it receives accurate information. For best results and to make your day-to-day work run smoothly, follow these best practices: Activate your route on time. This lets dispatch know that you are on the job and ready for work.
  • Page 184 In addition to logging in with a password, you also can use a personal identification number (PIN) to access the application. When you log in to Oracle Field Service Mobility Cloud Service for the first time, you will be prompted to create a PIN. In some situations, you will be asked to reenter/restore your PIN.
  • Page 185 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 signal to the dispatcher and to your supervisors that you are ready to work and available to take jobs. Log in to Oracle Field Service. A list of your activities for the day displays.
  • Page 186 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Note: After the route has been activated for the day, the Activate Route option no longer displays 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.
  • Page 187 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities...
  • Page 188 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Configure Capacity Area Buckets You can configure a capacity area using the Core Application. Configure access to Quota Configuration To access the Quota Configuration page, you must configure the Read-Only or Read-Write visibility for the user type.
  • Page 189 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities • Initiates the synchronization process, which checks the availability of an Internet connection When you work offline, your actions are saved in your browser’s memory. The actions synchronize with the cloudfieldserv server as soon as your mobile device is back online.
  • Page 190 In this case, the message, '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 in Oracle Field Service Core Application, under the sync error label.

  • Page 191: Field Resource User Interface

    The user that performed the activity. Reason The reason for which conflict has occurred. You can resolve the conflict manually by adding the appropriate details either in Oracle Field Service or in your external application such as CRM, Billing, or Provisioning. Field Resource User Interface...
  • Page 192 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities The tiles are shown in this order: • Resource Info • Activate/Deactivate/Reactivate Route • Current/Next Activity • My Route • My Team • Activities The order of Assign To Team, Inventory, Add activity, Options, and Plug-in tiles are based on the buttons configured for Activity List.
  • Page 193 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities A hamburger menu contains the Main menu items based on the page configurations.
  • Page 194 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Offline mode When you are offline: • The tiles on the Landing page that are available only in online mode turn gray and you can’t click them. You can’t click the Resource Info option, but the color remains the same.
  • Page 195 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities If your photo is not available (for example, the photo is not uploaded or you are offline), your initials are displayed instead. You can click this tile to open the Resource Info page, if your administrator has added Resource Info to the Activity List Context layout structure.
  • Page 196 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Other than Activate by, you can also sometimes notice the Leave by and Arrive by information on the Resource tile. Let us understand when this information is shown: ◦...
  • Page 197 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities • Adjust: The countdown with the projected activity duration. Click Adjust to update the projected duration. The button turns red when less than 5 minutes to activity end is left.
  • Page 198 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities The My Route tile for wide screen contains the Workload bar with the percent of resource work time load for the selected day. The Workload is grouped on the basis of these activity statuses: •...
  • Page 199 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities The team holder's name is displayed first in the list and is marked in bold. The arrow links to the Dashboard of the team holder. If you are the team-holder, the arrow does not appear. Team members are listed further. Different teams are separated with a horizontal divider.
  • Page 200 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Assign to Team Tile You can see the activities that can be assigned to a team on this tile. This tile is displayed if your administrator has configured the create_teamwork button on the Activity List Context layout structure.
  • Page 201 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities This tile is displayed if your administrator has configured the add_activity button on the Activity List Context layout structure. Options Tile You can use this tile to navigate to the Options page.
  • Page 202 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities You can see the custom forms if your administrator has configured forms on the Activity List context layout structure. If multiple forms are configured, each form is presented on a separate tile on the Landing Page. Tiles contain the action link name and a pre-defined icon.
  • Page 203 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Notifications in the Collaboration Window You can view the notifications such as activity and location alerts, help desk chats in the Collaboration window. All the notifications are consolidated in one area under the chat icon in the header. This consolidation makes it easier for you to manage your read and unread messages.
  • Page 204 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities...
  • Page 205 If you are using the native application in Android devices, you can get the Collaboration notifications even when the app is running in the foreground. That way, you get the new Collaboration notifications on any page within the Oracle Field Service app. You can click Back from the Collaboration chat list page and navigate back to the previous Oracle Field Service page from where you had opened Collaboration.
  • Page 206 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Vanilla theme: The Vanilla theme displays icons in the header region for the most frequently accessed screens. It has a menu to the left of the screen, which provides access to the remaining screens.
  • Page 207 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Drag the edges of the round crop tool to resize and move the area of the photo that you want to select. Tap Apply. Tab Submit. The photo is saved.

  • Page 208: Activities

    Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Remove an Avatar You can remove the photo for the user for which you are currently logged in. Resources without images have their initials with the background colors displayed as avatars.
  • Page 209 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities • Suspend • Mark an activity as Not Done You can use the Nearby Activities page to view unrouted activities, either in a list or on a map. Depending on your user type, you might also be able to move the unrouted activities to your route.
  • Page 210 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Get Driving Directions in Navigate You can use the Navigate option to get the driving directions for a selected activity. You can use the Navigate option on the Activity Details page to use the navigation apps on your mobile device such as Google Maps that are configured by your administrator.
  • Page 211 Estimate Travel Time Using Real-Time Data The travel time for resources using Oracle Field Service Core Application or Oracle Field Service Mobile for Android and iOS is updated using real-time traffic data from the configured map provider. You can use this feature only if you are signed in with your resource credentials.
  • Page 212 When you set the ‘En Route’ status for an activity, that is, when you update the travel time to an activity you are travelling to. When you set the ‘En Route’ status for an activity using Oracle Field Service Core 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.
  • Page 213 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities By default, you have the first activity selected. You can select any activity 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.
  • Page 214 By default, this option is not available for all the users. Your administrator must enable it from the Configuration page. Start an Activity When you arrive at a customer location, you must start that activity in Oracle Field Service. The application uses this data to project activity durations, travel time, and distance.
  • Page 215 The visibility values (such as Read-Write, Mandatory, Read-only) are configured in the Visual Form editor. See the User Types section in the Administering Oracle Field Service Guide. If you edit a field on the Activity Details page and you attempt to navigate to a previous page or tap Dismiss, then the message, “Your changes were not submitted.
  • Page 216 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Notifications Panel The Notifications panel notifies you about the route changes or activities that are no longer on your route. A notification can save you time by stopping you from driving to a canceled activity. All notifications become available as soon as you activate your route, and a bell icon appears on your Activity details page.
  • Page 217 An activity’s history displays when you click History on the Activity details page. This image shows the activity history as viewed from Oracle Field Service Core Application. The tabbed options at the top of the page vary by configuration. You may not see all these tabs on your page.
  • Page 218 Add an Internal Activity For Oracle Field Service to provide accurate estimates, you must account for all of your time while working. If your user type supports it, you can add activities to your route for the internal or non-customer facing work that you do. You might add an activity for a company meeting, a lunch break, vehicle maintenance, or a stop for gas.
  • Page 219 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Add Time to an Activity After you start an activity, if you determine that you cannot complete it within the estimated duration, you can add additional time. This action automatically recalculates the estimated start times for the activities later in the route.
  • Page 220 ◦ Black dates are in the past and cannot be selected Oracle Field Service checks your schedule for the day and then displays the times in your schedule that are available for moving this activity. Rescheduling options include these: ◦...
  • Page 221 If your organization has enabled the 'En route Support' feature and you do not set an activity as 'En route', then: • Oracle Field Service doesn't consider you as on the way to an activity until you set the "En route" status.
  • Page 222 You can set the 'En route' status through the My Route or Activity details page, or through the Activity hint. This is possible only if your administrator has configured the ‘En route’ button for your user type. Log in to Oracle Field Service. Activate your route.
  • Page 223 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Open the Activity details page for the activity that you want to complete. Click Activity Completion. Fill up the required fields and click Submit. On the Select next activity dialog box, select I will be idle for a while.
  • Page 224 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities If you save the draft and navigate back to the same page, Restore Draft appears on the page. This indicates that a partially filled form exists and you can restore it. Click Restore Draft to restore and use an existing draft. After you submit the draft, you won’t find the same draft again.
  • Page 225 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 and retrieve the information from the metadata. Currently, Oracle Field Service doesn't show this information either in UI nor provides it separately through public APIs.
  • Page 226 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities ◦ Compression applied by the application. To download the image, click the download icon below the image. The image is downloaded to your device. To remove the image from the activity or the Form, click the clear icon.
  • Page 227 You can click on any activity marker to view the details of the activity. When selecting a multi-marker, the activity details of the group appears on the page. Log in to the Oracle Field Service Core Application. A list of your activities for the day is displayed.
  • Page 228 You can perform group operations on selected activities from the map page. You can select, review, and assign up to 99 activities at once using the multi-marker. Log in to the Oracle Field Service. Click Map. The Map and Activities list appears on the page.
  • Page 229 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities The travel time countdown indicator appears on your page after you change the activity status to End, Not Done, or Cancel, and displays the travel time to the next activity.
  • Page 230 When there are many available resources that can work on the activity for a particular date and time slot, Oracle Field Service assigns the activity to one of them.
  • Page 231 As soon as you book an activity, Oracle Field Service subtracts the capacity required for its performance from the available capacity and adds it to the used capacity. It compares the used capacity to the quota values to make sure that orders for new activities are accepted only when the capacity is still available.
  • Page 232 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Oracle Field Service does not mark the available options as recommended or preferred, if: • The application cannot estimate any of the travels (before or after). • The idle time before and after the activity is big, which means that later on another activity might be added and the travel might change.
  • Page 233 If there are equally good options, then the recommendations can become more than 5 or 20 percent of the options, because Oracle Field Service cannot choose which option to recommend. So, in the example, there could be more than 4 gold and more than 12 silver recommendations, if identical options are available.
  • Page 234 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Tap the time slot in which you want to schedule the activity. You can select only one time slot for an activity. Tap Details to view the activity details.

  • Page 235: Working With Segmentable Activities

    Due to the specifics of segmentable activities, you must create them in Oracle Field 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.
  • Page 236 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Cancel a Segmentable Activity You can cancel any pending segmentable activity or pending segment of a segmentable activity. In addition to the fields usually present on the Cancel activity page for single-day activities, this page has a special segmentable activity is finished check box that allows you to cancel the entire segmentable activity together with the current segment.

  • Page 237: Use Maps

    The not done button of a started segment behaves in the similar manner, also offering an option of completing the entire segmentable activity or setting it as not done. Use Maps Overview of Maps Oracle Field Service maps help you locate stops on your route by providing visual details and driving directions. Related Topics • Work-Zone Shapes •...
  • Page 238 Field Resource Activities View the 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.
  • Page 239 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Traffic information is displayed on the map when the Traffic option is selected on the layer switcher for the current date. Navigating to a past or future date makes the Traffic layer inactive. The Traffic option needs to be reenabled if you navigate away from the Map view to another screen.
  • Page 240 Using Core Application Field Resource Activities Note: When you view directions for the first activity of the day, the start location that is set up for you in Oracle Field Service displays. To view directions to the next activity on your route: Click the next activity on your route from the home screen.
  • Page 241 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities The following maps display custom map layers: • Team • Activity list • Activity details On the map, clicking the icon opens the list of all layers configured in the system. If the Google maps service is enabled at the time of setting up the instance, the satellite view layer icon is shown.
  • Page 242 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Create an Activity or a Service Request from a Custom Map Layer In the utility organizations where map layers are commonly used, you can create an activity or a service request from a map layer and include the asset details and GPS location.

  • Page 243: Time View

    Note: Resources are assigned to a user in the Users screen in Oracle Field Service Core Application. If there are no groups in Oracle Field Service Mobile for Android and iOS assigned to you as a user, you will be prompted to create a group after logging in to the application.
  • Page 244 The length of the blocks is relative to activity duration (the longer the block, the longer the activity it represents). The activity label shown inside activity blocks is configured in the Activity time view label context in Oracle Field Service...
  • Page 245 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 deactivation (a left-headed arrow).
  • Page 246 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Note: This indicator counts only scheduled activities for today (both ordered and not ordered). For each bucket in the list, the following information is presented: • Bucket name •...
  • Page 247 Resource status in Oracle Field Service Collaboration Service: A yellow or green circle in the top left of the resource photo. Green indicates that the resource is online; yellow 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: •...
  • Page 248 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Color Code Description There are alerts in the route (regardless of route status) The length of the circle indicates the resource's workload for the day. A complete circle indicates a 100% load, while no circle indicates that there are no regular activities assigned for the day.

  • Page 249: Unrouted Activities

    Oracle Field Service Chapter 3 Using Core Application Field Resource Activities You can optimize the processing of non-scheduled activities to improve your mobile app performance. Even if you have large number of non-scheduled activities on the route, only limited number is displayed when you log in to the mobile app.
  • Page 250 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Note: To use this feature you must have permission to self-assign configured in your user type. Click More on the home page and select Nearby Activities from the drop-down list.
  • Page 251 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities ◦ Time bounds: This group contains all unrouted activities listed in order by SLA window expiration. The activities that will expire the soonest are listed first under subheadings, such as Expires in 1 day, Expires in two days, and so on, with 30 days being the maximum expiration period.
  • Page 252 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Both field managers and resources can search the catalog. If you are a resource, you can predict the parts that you need on your truck. However, you can know the parts you need for sure only at the customer’s site. .
  • Page 253 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Related Topics • Add, Exchange, or Uninstall Inventory • Send Information to a Piece of Inventory Add, Exchange, or Uninstall Inventory When you install or uninstall inventory, you move items from your resource pool to the customer pool, and vice versa.
  • Page 254 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Fill up the required fields using Parts Catalog. Open Search Find the required inventory manually or using Barcode scanner. Click Select near the appropriate item. Click Submit. The selected item is added to your resource pool.
  • Page 255 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Search the Parts Catalog You can use the search function to search for inventory in the Parts Catalog and in all other inventory pools. The search key that you enter must contain a minimum of three symbols. Leading and trailing spaces are not included in the search key.
  • Page 256 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities The item’s properties also automatically populate the appropriate fields on the page from which you initiated the search. Find 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.
  • Page 257 Share Inventory option in Collaboration is used to obtain the requested inventory or part details. Note: The Parts Catalog module must be uploaded in Oracle Field Service to utilize this feature. To configure the Find Nearby Inventory button, see Add the Find Nearby Inventory Action to Part Details page section in the Administering Oracle Field Service Guide.
  • Page 258 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Resources Resource Calendars As a field manager, you can view and update the working, non-working, and on-call time assigned to your resources from the Calendars page. You also can view and edit resource-calendar information for an individual resource by clicking or tapping on their name in time view.
  • Page 259 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Now, let’s understand how you can set the date range in the calendar. To set a date range, you must define business- rules settings on the Business Rules page. This table explains commonly used terms in Resource Calendar.
  • Page 260 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities You can select the units of measurement, which are most suitable for your needs by clicking a column header. The column header produces a hint containing all available units of measurement with their equivalent values for the selected column.
  • Page 261 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities calendar has been specified for the selected resource, shift information is calculated according to the parent resource calendars or default company calendars, and the calendar can be shifted one month earlier or later by tapping the left or right arrow).
  • Page 262 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Information block: Information you can view and edit: Associated screens and/or dialog box(es): General information (name of the • Name Screen resource) • Edit Resource Info • External ID •...
  • Page 263 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Information block: Information you can view and edit: Associated screens and/or dialog box(es): ◦ Address • Add Location ◦ City ◦ ZIP/Postal Code ◦ State ◦ Latitude ◦ Longitude Resource Calendar •...
  • Page 264 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Change a Resource’s Location A field manager can change a resource’s default start, end, and home locations, and add new locations to existing ones. To edit the resource location, the field manager can click or tap the Locations link from the Resource Info screen.
  • Page 265 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities • Click or tap the minus sign to delete an existing work skill Update a Resource’s Work Zones A field manager can assign specific work zones to a resource.
  • Page 266 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Note: Blue indicates that a work zone is active; grey indicates that it is inactive. Teamwork If you belong to a group of mobile employees, then you can assist one another using teamwork.
  • Page 267 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities Team Maps Team maps display routes, positions, and locations of all resources in the group. Clicking Maps on the Manage screen displays the team map. The following data displays on the map: •...
  • Page 268 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities From the Collaboration window, you can search for other members of your team, add them to your address book, and initiate a chat or call with her or him.
  • Page 269 About Ending Your Day Before you end your day, you must deactivate your route and log out of Oracle Field Service. Also, you must make sure that the data is synchronized before logging out of the application or locking your mobile device.
  • Page 270 Oracle Field Service Chapter 3 Using Core Application Field Resource Activities • Sending data: This status indicates that there is some data on the mobile device that needs to be synchronized. In this case, it is better to remain online till the data synchronization is complete.
  • Page 271 Oracle Field Service Revision History Using Core Application Revision History This document will continue to evolve as existing sections change and new information is added. Date What’s Changed Notes August 2021 These topics are added: • Create an Activity or a Service Request from a Custom Map •...
  • Page 272 Oracle Field Service Revision History Using Core Application Date What’s Changed Notes These topics are added: • Reschedule a Booked Activity • Booking Recommendations • Add a Recurring Schedule • View, Download, and Clear Images • Configure Activities as Part of a Visit •...
  • Page 273 Oracle Field Service Revision History Using Core Application Date What’s Changed Notes • Add a Resource Location • Overview of Access Hours • Set an Access Schedule to an Activity • View the Resource History • Redwood Theme These topics are updated: •...
  • Page 274 Oracle Field Service Revision History Using Core Application...

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