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Oracle Field Service
Using Core Application
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.
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Calculate travel is selected for the Activity type.
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Activity is assigned to a Field resource.
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Field resource has an activated route.
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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.
•
Resources can take a break after the previous appointment and then set 'En route' when they are ready.
•
If the problem is resolved and the appointment is not required any more, Dispatchers can cancel an
appointment when the resource is on their way.
Chapter 2
Dispatcher Activities
55
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