Oracle Service Cloud/Field Service Cloud Reference Integration

Transcription

Oracle Service Cloud/Field Service Cloud
Reference Integration
ORACLE IMPLEMENT ATION GUIDE
|
AUGUST 2015
Disclaimer
This software and related documentation are provided under a license agreement containing restrictions on use and
disclosure and are protected by intellectual property laws. Except as expressly permitted in your license agreement
or allowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license, transmit, distribute,
exhibit, perform, publish, or display any part, in any form, or by any means. Reverse engineering, disassembly, or
de-compilation of this software, unless required by law for interoperability, is prohibited.
The information contained herein is subject to change without notice and is not warranted to be error-free. If you find
any errors, please report them to us in writing.
If this is software or related documentation that is delivered to the U.S. Government or anyone licensing it on behalf
of the U.S. Government, the following notice is applicable: U.S. GOVERNMENT END USERS: Oracle programs,
including any operating system, integrated software, any programs installed on the hardware, and/or documentation,
delivered to U.S. Government end users are “commercial computer software” pursuant to the applicable Federal
Acquisition Regulation and agency-specific supplemental regulations. As such, use, duplication, disclosure,
modification, and adaptation of the programs, including any operating system, integrated software, any programs
installed on the hardware, and/or documentation, shall be subject to license terms and license restrictions applicable
to the programs. No other rights are granted to the U.S. Government.
This software or hardware is developed for general use in a variety of information management applications. It is not
developed or intended for use in any inherently dangerous applications, including applications that may create a risk
of personal injury. If you use this software or hardware in dangerous applications, then you shall be responsible to
take all appropriate fail-safe, backup, redundancy, and other measures to ensure its safe use. Oracle Corporation
and its affiliates disclaim any liability for any damages caused by use of this software or hardware in dangerous
applications.
Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their
respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC
trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD,
Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro
Devices. UNIX is a registered trademark of The Open Group. This software or hardware and documentation may
provide access to or information on content, products, and services from third parties. Oracle Corporation and its
affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third-party content,
products, and services. Oracle Corporation and its affiliates will not be responsible for any loss, costs, or damages
incurred due to your access to or use of third-party content, products, or services.
Documentation Accessibility
For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website at
http://www.oracle.com/pls/topic/lookup?ctx=acc&id=docacc.
Access to Oracle Support: Oracle customers have access to electronic support through My Oracle Support. For
information, visit http://www.oracle.com/pls/topic/lookup?ctx=acc&id=info or visit
http://www.oracle.com/pls/topic/lookup?ctx=acc&id=trs if you are hearing impaired.
1 | ORACLE SERVICE CLOUD/FIELD SERVICE CLOUD REFERENCE INTEGRATION IMPLEMENTATION GUIDE V1.0
Table of Contents
Overview
What can the Accelerator do?
Prerequisite Skills and Documentation
Uses Cases addressed in the Accelerator
Implementation Steps (detailed out in following sections)
Integration Process Flows
2
3
4
6
6
7
Oracle Service Cloud Configuration
Download GIT Source and Artifacts
Import and Deploy Custom Objects
Create Integration User
Create the required Configuration Settings
Compile, Import and Configure Add-Ins
Import and Configure Reports
Import and Configure Workspaces
Import PHP Endpoint and Supporting Pages
Configure Customer Portal Page
8
8
8
9
12
15
21
25
29
31
Oracle Field Service Cloud Configuration
Bucket Configuration (Resource Settings -> Resource & Bucket Info)
API Configuration
Business Rules
Capacity Categories
Link Templates
Message Scenarios
Notification Triggers
Outbound Configuration
Properties
Time Slots
Work Skills & Conditions
Work Zones
Setup and Ongoing Administration
Product Catalog and Inventory Types
Work Order and Activity Types
Data Mapping
Work Order Use Cases
33
33
33
34
34
35
35
36
37
38
38
39
39
41
41
43
50
64
Appendix: Field Service APIs
Capacity API
Inbound API
72
72
73
Glossary
77
Overview
Service Cloud Accelerators are designed to demonstrate how an integration scenario could be built using the public
integration and extension capabilities of the Oracle Service Cloud (OSvC).
This Field Service (OFSC) Accelerator is provided to help customers and partners confidently leverage our platform
and proven design patterns to meet their own unique needs.
In the pages that follow, we document the detailed setup steps required to deploy the Accelerator solution and
present a commentary on the design we implemented to Integrate OSvC 15.2 + and OFSC 4.5.
This guide accompanies the downloadable Accelerator Package that contains the source code for the example addins, workspaces, custom object definitions, reports, widget and other necessary components to setup and
demonstrate the MVP (Minimum Viable Product) integration presented here.
It is a starting point that shows how Oracle Service Cloud and Oracle Field Service Cloud can be connected to
create a value-added business process and user experience. An implementer must enter the documented
configurations and install the documented patches to create the MVP integration.
However, it is not meant to be a turnkey solution. Each customer’s implementation of Oracle Service Cloud and
Oracle Field Service Cloud is unique, and each customer has different needs that have led them to implement
customizations that support their unique business requirements. While the steps in this document describe how to
connect a non-customized Oracle Service Cloud instance to a non-customized Oracle Field Service Cloud instance,
they could be combined with other customizations that have already been applied to a customer’s instances.
If you have not received the source code please obtain it here:
http://www-content.oracle.com/technetwork/indexes/samplecode/accelerator-osvc-2525361.html
Although the code delivered through the Accelerator Program has been developed thoughtfully, you should test and
review it thoroughly in your own environment to ensure it meets your specific goals, including security and
scalability.
What can the Accelerator do?
Capability Highlights:
» Service Agents
» View all Service Work Orders for a Contact
» View all Service Work Orders for a Service
Requests
» Create Service Work Orders for a Service
Requests which create corresponding Activities in
Oracle Field Service Cloud
» Book, Schedule, Update, Cancel and Reschedule
Work Orders/Activities
» Field Service Agents
» Assign/Schedule Resources to Activities
» Update and track work against Activities which
updates corresponding Work Order in Service
» End Consumers
» View Work Orders associated to Service Requests
Key Benefits:
» Ability for Service Agents to create, update and manage
Service Work Orders which automatically create
corresponding Field Service Activities that allow customer
work to be scheduled
» Ability for Service Agents to Cancel, Reschedule and
Update Work Orders/Activities
Figure 1: Field Service Accelerator Overview
Prerequisite Skills and Documentation
In order to fully evaluate and successfully implement a solution based on this Accelerator your team should be
familiar with C#, PHP, web services and the following Oracle Service Cloud (OSvC) and Oracle Field Service Cloud
(OFSC) technologies and documentation:
Oracle Service Cloud
Oracle Service Cloud (OSvC)
Version February 2015 (15.2) or later
Custom Objects, Reports, Configuration Settings
https://documentation.custhelp.com/euf/assets/docs/february2015/olh/ww
help/wwhimpl/js/html/wwhelp.htm
Customer Portal
http://documentation.custhelp.com/euf/assets/docs/february2015/olh/wwh
elp/wwhimpl/js/html/wwhelp.htm?context=crm&topic=developer_guide
Agent Desktop Add-in Framework
http://documentation.custhelp.com/euf/assets/devdocs/february2015/Con
nect_AddIn_Framework/Default.htm
Connect Web Services for SOAP
nect_Web_Services_for_SOAP/Default.htm
Connect PHP API
nect_PHP/Default.htm
Oracle Field Service Cloud
Oracle Field Service Cloud (OFSC)
Version 15.2 or later
Capacity SDK
Inbound SDK
Outbound SDK
3rd Party Development
Microsoft Visual Studio (version 2012 or greater)
www.microsoftstore.com/Visual_Studio
ASP.NET(version 4.0 or greater)
http://www.asp.net/
ASP.NET MVC (4.0 or greater)
(Only required if developer using Microsoft Visual Studio to compile AddIns does not have “system.web.helpers.dll” on their computer)
The document is intended for integrators configuring Oracle Field Service as well as and administrators working on
integration of OSvC with OFSC via the accelerator.
Common Terms and Acronyms (please see the appendix for a more exhaustive list)
Platform
Acronym / term
Definition
Oracle Service
Cloud
OSvC
Oracle Service Cloud (OSvC) is a SAAS based solution that makes it possible for
customers to better understand their customers and quickly deliver the right
answers at the right time through preferred service channels and devices.
Oracle Field Service
Cloud
OFSC
Oracle Field Service Cloud (OFSC) is a SAAS based solution that is built on timebased, self-learning, and predictive technology, empowering customers to solve
business problems while evolving their field service organization.
OSvC
Customer Portal (CP)
Service Cloud Customer Portal is a framework for building the end user pages on
Platform
Acronym / term
Definition
your Service Cloud site. http://Rightnow.com/developer-documentation-CustomerPortal
OSvC
CP Widget
A widget is an encapsulated part of a page within the OSvC Customer Portal that
serves a specific purpose. Within CP, pages are made up of several widgets (e.g.,
navigation, search, reports, etc.)
OSvC
Connect Web Services
for SOAP (CWSS)
A SOAP 1.1 compatible API based on the Connect Common Object Model.
http://community.Rightnow.com/developer/fileexchange/Connect_Web_Services_f
or_SOAP_February_2011/Default.htm
OSvC
Connect PHP (CPHP)
A PHP API based on the Connect Common Object Model. This can only be used
from PHP code running on a RN server. http://Rightnow.com/developerdocumentation-Connect-PHP
OSvC
Managed API
A managed API will be backward compatible and provide “like-for-like” functionality
when upgrading. Some examples of managed APIs are APIs built on CCOM
(CWSS, CPHP, etc), Desktop Add-In Framework, and Customer Portal.
OSvC
Add-In Framework
Service Cloud Desktop Add-in Framework is a framework for creating components
which can interact with the Service Cloud desktop application. These components
are built in .Net and can interact in various locations within the application
including workspaces, dashboards and the navigation set.
Documentation: http://Rightnow.com/developer-documentation-Connect-Add-InFramework
OSvC
OSvC Site
A “site” is a collection of interfaces that have shared data (most commonly
answers). A site has ONE database that the interfaces share. The version of
Service Cloud CX being used is tied to the site, so all interfaces on the site will be
running the same version of Service Cloud CX.
OSvC
Custom Business Objects
(CBO)
The ability to create “custom business objects” was added in the November 2011
release of RN CX. This feature provides the ability to create custom objects in the
RN CX system. These objects are fully integrated into RN CX. They are available
via the Connect Web Services (CWS)
This replaces custom tables, custom schema, and custom APIs to interact with the
custom tables. Custom tables should not be used. If a situation arises where they
are required, an exception from the ARC (Architecture Review Committee) will be
required.
Documentation: http://crm.Rightnow.com/app/answers/detail/a_id/4185
OSvC
Work Order
The OSvC entity that represents the information about the order received by the
Client from the Customer.
OSvC
Work Order Type
A customer configuration specific attribute which is associated with skills and other
specifics within OFSC.
OSvC
Product Catalog
The Product Catalog in OSvC is used to define products that are used in Sales
Opportunities and to create Assets which can be registered by customers,
associated to Incidents and sent to Field Service as part of the Work Order.
OSvC
Work Order Area
Location where a Work Order is to take place as defined by zip codes and
configuration within OFSC,
OFSC
Capacity API
SOAP-based application program interface which enables request and set quota,
queries for used and available capacity for a specific time-slot/worktype/day or list
of them
OFSC
Inbound API
SOAP-based application program interface which enables creation and updates of
activities within OFSC.
OFSC
Outbound API
SOAP-based application program interface which enables updates to external
system related to changes that have occurred in activity-based information in
OFSC.
OFSC
Activity
Time spent performing work by a mobile employee that includes customer-facing,
a break in work day (lunch break, truck maintenance) or any non-customer related
work.
OFSC
Activity Type
A key field used in OFSC for identifying work categories for the purpose of
identifying performance patterns and managing work skill conditions.
Platform
Acronym / term
Definition
OFSC
Inventory
A list of items managed within OFSC and can include various inventory pools as
well as serialized and non-serialized parts. See Inventory Pools, Trunk stock, Nonserialized Inventory , and Serialized Inventory for more information.
OFSC
Quota Bucket
An OFSC entity that defines the amount of work (per work skill and time slot) that
company can perform for a specific area (bucket in TOA) for a specific day.
Uses Cases addressed in the Accelerator
This release of the Field Service Accelerator addresses the following use cases:
» As a Service Agent, I can create Work Orders and request an available date and time slot for an Incident
through OSvC Desktop which will automatically create an Activity in OFSC.
» As a Service Agent, I can create Work Orders for an Incident through OSvC Desktop which will create an
Activity in OFSC and automatically assign a date and time slot based on the OSvC Resolution Due.
» As a Service Agent, I can create Work Orders for an Incident and request an override for an unavailable date
and time slot through OSvC Desktop.
» As an OSvC user assigned a profile with Override permissions set, I can request a date and time slot for a
Work Order that is unavailable.
Implementation Steps (detailed out in following sections)
1.
Download source code: https://github.com/oracle/Accelerators
2.
Create OSvC user to use in OFSC Outbound API
3.
OSvC: Create configuration settings
4.
OSvC: Import and deploy Custom Objects
5.
OSvC: Import Add-Ins
6.
OSvC: Import Reports
7.
OSvC: Import and configure Workspaces
8.
OSvC: Deploy ofsc_int_v1.php and supporting files
9.
OFSC: Mapping Overview
10. OFSC: Fully Company Setting Configuration with particular focus on:
» Activity Types
» Inventory Types
» Outbound message configuration
11. Create/Sync OSvC Work Order Types with OFSC Activity Types
12. Create/Sync OSvC Product Catalog with OFSC Inventory Types
Integration Process Flows
OSvC: Service Agent creates and manages Work Order:
Figure 2: Flow to create Work Order in OSvC and Activity in OFSC.
OFSC: Dispatcher and Field Service Rep assign and manage Activity:
Figure 3: Flow for OFSC Outbound call and confirmation by OSvC.
Oracle Service Cloud Configuration
Log in to the CX Agent Desktop with Administrative permissions to perform the configuration. The following sections
will guide you through the OSvC setup:
Download GIT Source and Artifacts
1.
Download the source code from: https://github.com/oracle/Accelerators
2.
Click on “ofsc_cp_src.zip” to get the CP widget and save to your local drive
3.
Click on “ofsc_cx_src.zip” to get the CX Add-in Source, Custom Objects, Workspaces and Reports and save to
your local drive
4.
Click on “ofsc_outbound_endpoint_src.zip” to get the php endpoint and supporting files and save to your local
drive
Import and Deploy Custom Objects
The following steps guide you through the import and deployment of the following Custom Objects:
» TOA: Work_Order
» TOA: Work_Order_Type
» TOA: WO_Type_Inventory
» TOA: Override_Request
» TOA: Reminder_Time
1.
Extract the “ofsc_cx_src.zip” file
2.
From within OSvC CX Desktop, click on Configuration -> Database -> Object Designer
3.
Click on the “Import” button in the ribbon
4.
Select the zip file “Field Service Custom Objects.zip” within “toa\cx\imports\custom objects\” from the archive
extract
5.
After “Save”, you need to deploy the definition by clicking on “Deploy” button on the ribbon area. Select
“Deploy immediately” and wait for the deployment process to be finished before performing any other operation
or changes
Figure 4: Custom objects after import
Create Integration User
To enable the outbound api calls from Field Service to Service, a user must be created in Service and the
credentials stored in Field Service. The Field Service configuration section will guide you through setting the
credentials that are created following the steps below. For security, it is highly recommended to create a user with
minimal permissions that is only used for the integration. The user credentials are stored in a protected
administrative page in Fields Service, however, since the credentials are stored in clear text in Field Service,
following the steps below will ensure if someone does try to login to the CX desktop using these credentials, they will
not have access to any data or administrative functions. The following will create a profile and user that has access
to authenticate through SOAP API or logging into the CX desktop. However, if the user logs into CX desktop, they
will not have a navigation set and no access to customize the navigation. The user can access through SOAP API.
In either case, they only have permissions to read and update Work Orders so they will not have permissions to
update any other objects.
1.
From within OSvC CX Desktop, click on Configuration -> Staff Management -> Profiles
2.
Click on “New” in the ribbon to create a new Profile
3.
Set the following:
» Name the Profile “Field Services Integration”
» Check the “Access” checkbox for the default Interface
» Navigation Set leave blank
» Customize Navigation Sets leave unchecked
4.
In the following tabs, leave all unchanged:
» Workspaces / Workflows
» Add-Ins
» Deployment
» Other
Figure 5: Profile Setup
5.
In the Permissions tab, only check “Account Authentication” under “Public SOAP API”
Figure 6: Profile Permissions -> Administration
6.
In the following tabs, leave all unchecked:
» Organizations
» Contacts
» Service
» Opportunities
» Outlook Integration
» Outreach
» Feedback
» Tasks
7.
In the Custom Objects tab, only check the Read and Update for the Work_Order custom object
Figure 7: Profile Permissions -> Custom Objects
8.
Click on the “Analytics” tab in the ribbon and leave everything unchecked:
Figure 8: Profile Analytics settings
9.
Click “Save & Close” in the ribbon
10. Click on Configuration -> Staff Management -> Staff Accounts by Profile
11. Click on “New” in the ribbon to create a new User
12. Set the following fields
 User Name: fs_int
 Click Change Password and create a secure password
 Uncheck “Password Expires”
 Uncheck “Force Password Change”
 Uncheck “Invalidate Password”
 First Name: Field Service
 Last Name: Integration
 Display Name: fs_int
 Profile: “Field Service Integration”
 Group: “Integration”
 Default Currency: <select a currency>
 Default Country: <select a country>
Figure 9: Account Details
13. Click “Save & Close” in the ribbon
Create the required Configuration Settings
The following steps guide you through the creation of the Custom Configuration Settings:
» CUSTOM_CFG_FS_Accel_Integrations
1.
From within OSvC CX Desktop, click on Configuration -> Site Configuration -> Configuration Settings
2.
Click on “Cancel” in the search window.
3.
Click on “New” in the ribbon and click on “Text” to create a new text type custom configuration setting with the
following settings:
» Key: CUSTOM_CFG_FS_Accel_Integrations
» Data Type: Text
» Type: Site
» Required: No
» Folder: Custom
» Default:
{
"rnt_host":"<Oracle Service Cloud Site>",
"integration":
{
"server_type":"Field_Service",
"fs_base_url":"< Field Service url to login",
"username":"soap",
"password": "<Field Service soap password>",
"company_name":"<Field Service company name>",
"fallback_id":"<leave blank>",
"FSServiceTimeout": 30000,
"inbound_api_url" : "OFSC Inbound API URL",
"capacity_api_url" : " OFSC Capacity API URL ",
"activity_api_url" : " OFSC Activity API URL ",
"history_api_url" : " OFSC History API URL”,
"red_quota_cutoff" : "30",
"green_quota_cutoff" : "80",
"valid_ipv4_hosts": "<customer to requires IP range from Field Service Support and enter>"
}
}
» Maximum Length: 300000
» Pattern: <leave blank>
Figure 10: JSON file location and details
Below is an example of an updated configuration string with each parameter highlighted that will need to be
completed for the Accelerator to work.
.{
"rnt_host":"toa-integration-pr4.pr.rightnow.com",
"integration":
{
"server_type":"Field_Service",
"fs_base_url":"https://demo.etadirect.com",
"username":"soap",
"password": "ad4Mekr4g5",
"company_name":"sample1234.demo",
"fallback_id":"12345",
"FSServiceTimeout": 30000,
"inbound_api_url" : "https://demo.etadirect.com/soap/inbound/",
"capacity_api_url" : "https://demo.etadirect.com/soap/capacity/",
"activity_api_url" : "https://demo.etadirect.com/soap/activity/v2/",
"history_api_url" : "https://demo.etadirect.com/soap/history/",
"red_quota_cutoff" : "30",
"green_quota_cutoff" : "80"",
"valid_ipv4_hosts" : "72.46.246.0/24,66.77.248.0/24"
}
}
NOTE: All fields are required in CUSTOM_CFG_FS_Accel_Integrations custom configuration setting, EMPTY
string of any field will result into incorrect configuration and show error message “FS Integration Configuration
Verb is not set or is incorrect” in Message Box. The “valid_ipv4_hosts” or "valid_ipv6_hosts" is used to add
additional security so the incoming SOAP calls will only be accepted if they come from a Field Service instance.
The “agentauthenticator.php” file contains the code that will verify the incoming SOAP call originates from a
valid IP that falls within the range entered. If the range is not entered correctly, the SOAP call from Field
Service will fail and return an “Authentication Failed” error message. At this time, Field Service only supports
ipv4; however, the code is already in place to support ipv6 when Field Service adds support. The correct
format for ipv6 would be: "valid_ipv6_hosts" : "21DA:00D3:0000:2F3B::/64, 21DA:00D3:0000:2F2B::/64". It is
highly recommended to utilize the IP Range to help secure the integration. To receive the valid IP Range for
our Field Service instance, please submit a help ticket to the Field Service help desk requesting the IP Range
for your instance.
4.
Click “Save & Close” in the ribbon
Compile, Import and Configure Add-Ins
The following steps guide you through the compile, import and configuration of the following Add-Ins:
» Oracle.RightNow.Toa.Client: This add-in acts as a client for other add-in, its responsibility is to connect to
other systems (RightNow and ETADirect) and invoke appropriate API’s and retrieve responses.
» Oracle.RightNow.Toa.MonthlyViewSchedulerAddIn: This add-in provides the functionality of the Scheduler to
book a Work Order.
» Oracle.RightNow.Toa.WorkOrderAddIn: This is the add-in which invokes/leverages functionality of all other
add-ins. It allows users to create and update Work Orders.
» Oracle.RightNow.Toa.WorkOrderAreaAddIn: This add-in updates the Contact Area of a Work Order. Work
Order Area is dynamically populated from the buckets configured in ETADirect.
» TestServices: This is C#.Net console project which could help to test OSvC Public SOAP API and OFSC
Public SOAP API without deploying Add-ins. “App.config” can be used to provide credentials.
1.
Extract the ofsc_cx_src..zip file
2.
Start Visual Studio
3.
Click on “File -> Open -> Project/Solution”
Figure 11: Open a project in Microsoft Visual Studio
4.
Select the “OracleRightNowToa.sln” file within “/toa/cx/projects” from the “ofsc_cx_src.zip” extract and click on
“Open”
5.
Click on “Build -> Configuration Manager…”
Figure 12: Use Microsoft Visual Studio to build
6.
From the “Active solution configuration”, select “Release”
7.
Click on “Close”
8.
In the “Solution Explorer”, expand the “Oracle.RightNow.Toa.Client” project folder
9.
Under the “Oracle.RightNow.Toa.Client” project folder, expand the “References” folder
Figure 13: Location of References folder in Microsoft Visual Studio
10. Click on “System.Web.Helpers” and in the “Properties” window, change “Copy Local” property to “True”
Figure 14: Location and settings to add System.Web.Helpers as downloaded content
11. Click on “Build -> Build Solution” to compile all the Add-Ins
12. When the build has completed, you should see “Build succeeded” in the bottom left of Visual Studio
13. Using Windows File Manager, go to “toa/cs/projects/Oracle.RightNow.Toa.Client/bin/Release”
14. Create a zip file named “Oracle.RightNow.Toa.Client.zip” which contains the following two files:
Oracle.RightNow.Toa.Client.dll, System.Web.Helpers.dll and
15. From within OSvC CX Desktop, click on Configuration -> Site Configuration -> Add-In Manager
16. Click on the “New” button in the ribbon
17. Change the drop down list in the bottom right from “Add-In Files (*.dll)” to “Compressed Add-In Files (*.zip)”
18. Select the “Oracle.RightNow.Toa.Client.zip” within “/toa/cx/projects/Oracle.RightNow.Toa.Client/bin/Release/”
and click on “Open”
Figure 15: Select the right .zip file
19. Click on the “Profile Access” button in the ribbon
20. Click on the “Apply All” button in the ribbon
21. Click on the “Save” button in the ribbon
23. Select the “Oracle.RightNow.Toa.MonthlyViewSchedulerAddIn.dll” within
“/toa/cx/projects/Oracle.RightNow.Toa.MonthlyViewSchedulerAddIn/bin/Release/”and click on “Open”
28. Select the “Oracle.RightNow.Toa.WorkOrderAddIn.dll” within
“/toa/cx/projects/Oracle.RightNow.Toa.WorkOrderAddIn/bin/Release/” and click on “Open”
33. Select the “Oracle.RightNow.Toa.WorkOrderAreaAddIn.dll” within
“/toa/cx/projects/Oracle.RightNow.Toa.WorkOrderAreaAddIn/bin/Release/” and click on “Open”
36. Click on the “Save & Close” button in the ribbon
37. Close and Exit Visual Studio
Import and Configure Reports
The following steps guide you through the import and setting validation for the following reports:
» Contact Incident Work Order
» Incident Work Order
» Override Account Search
» Work Order Primary Asset
» Work Order Required Inventory
» Work Order Type
» Work Order Type Inventory
» My Override Work Order Requests
» CP Incident Work Order
1.
Click on the Analytics icon in the Navigation Panel
2.
Click on the Reports explorer
3.
Create the following new folders and subfolders:
» Accelerator/Field Service
4.
Click on the “New Report” button in the ribbon
5.
Click on “Import Existing Report Definition” in the New Report window
6.
Select the “Contact Incident Work Order.xml” file within “/toa/cx/imports/Reports” from the “ofsc_cx_src.zip”
extract and click on “Open”
NB: An error message will occur if you have not first deployed the custom objects before importing the reports
(see above section “Import and Deploy Custom Objects).
7.
Verify the following commands are enabled for the report by clicking on the “Records” button in the “Properties”
section in the ribbon.
Figure 16: Find the “Records” button in the Properties section of the ribbon
8.
After clicking on the “Records” button in the “Properties” section in the ribbon, all other should be unchecked:
» Work Order: Open
9.
Set the following parameters at the bottom of the Customize Record Commands window:
» Level: Grid Report
» Default Record: Work Order
» Default Action: Open
Figure 17: Example of proper configuration for Contact Incident Work Order
10. Click “Save & Close” button in the ribbon
11. Name the report “Contact Incident Work Order” and save the report in the “Accelerator/Field Service” folder
12. Click on the “New Report” button in the ribbon
13. Click on “Import Existing Report Definition” in the New Report window
14. Select the “Incident Work Order.xml” file within “/toa/cx/imports/Reports” from the “ofsc_cx_src.zip” extract and
click on “Open”
15. Verify the following commands are enabled for the report by click on the “Records” button in the “Properties”
section in the ribbon, all other should be unchecked:
» Work Order: New
» Work Order: Open
16. Set the following parameters at the bottom of the Customize Record Commands window:
18. Name the report “Incident Work Order” and save the report in the “Accelerator/Field Service” folder
21. Select the “My Override Work Order Requests.xml” file within “/toa/cx/imports/Reports” from the
“ofsc_cx_src.zip” extract and click on “Open”
» Work Order: Open
25. Name the report “My Override Work Order Requests” and save the report in the “Accelerator/Field Service”
folder
28. Select the “Work Order Primary Asset.xml” file within “/toa/cx/imports/Reports” from the “ofsc_cx_src.zip”
29. Click on the “Records” button in the “Properties” section in the ribbon, all commands should be unchecked
» Default Record: <leave blank>
» Default Action: <leave blank>
32. Name the report “Work Order Primary Asset” and save the report in the “Accelerator/Field Service” folder
35. Select the “Work Order Required Inventory.xml” file within “/toa/cx/imports/Reports” from the “ofsc_cx_src.zip”
» Default Record: <leave blank>
» Default Action: <leave blank>
39. Name the report “Work Order Required Inventory” and save the report in the “Accelerator/Field Service” folder
42. Select the “Work Order Type Inventory.xml” file within “/toa/cx/imports/Reports” from the “ofsc_cx_src.zip”
» WO Type Inventory: New
» WO Type Inventory: Open
» WO Type Inventory: Open Separately
» WO Type Inventory: Copy
» WO Type Inventory: Delete
» Default Record: WO Type Inventory
46. Name the report “Work Order Type Inventory” and save the report in the “Accelerator/Field Service” folder
49. Select the “Work Order Type.xml” file within “/toa/cx/imports/Reports” from the “ofsc_cx_src.zip” extract and
click on “Open”
» Work Order Type: New
» Work Order Type: Open
» Work Order Type: Open Separately
» Work Order Type: Copy
» Work Order Type: Delete
» Default Record: Work Order Type
53. Name the report “Work Order Type” and save the report in the “Accelerator/Field Service” folder
56. Select the “Override Account Search.xml” file within “/toa/cx/imports/Reports” from the “ofsc_cx_src.zip” extract
59. Name the report “Override Account Search” and save the report in the “Accelerator/Field Service” folder
Figure 18: Field Service Reports properly configured
Import and Configure Workspaces
The following steps guide you through the import and setting validation for the following Workspaces:
» Field Service: Contact FS
» Field Service: Incident FS
» Field Service: Work Order
» Field Service: Work Order Type
» Field Service: Work Order Type Inventory
1.
From within OSvC CX Desktop, click on Configuration -> Application Appearance -> Workspaces / Workflows
2.
Create the following new folders:
3.
Click on the “New Workspace” button in the ribbon
4.
Click on “Import Workspace from an Exported Workspace File” in the New Workspace window
5.
Click “Next” in the Import Workspace Wizard
6.
Select the “Contact FS.xml” file within “ofsc_cx_src/toa/cx/imports/Workspaces” from the “ofsc_cx_src.zip”
7.
Click “Next” to accept the Workspace Definition File
8.
Accept the Workspace Type and click “Next”
» Accelerator/Field Service
» Initial Type is set to “Map To Type”
» Contact is set to “Contact”
9.
Click “Finish” to complete the Contact FS workspace import
10. Update the following Report Control:
Work Orders tab: select the report control, click on “Report” in the ribbon and select “Accelerator/Field
Service/Contact Incident Work Order”
Figure 19: Add Report to the workspace
11. Click “Save & Close”, select Folder = “Accelerator/Field Service”, Name = “Contact FS” and click on OK
12. Click on the “New Workspace” button in the ribbon
13. Click on “Import Workspace from an Exported Workspace File” in the New Workspace window
14. Click “Next” in the Import Workspace Wizard
15. Select the “Incident FS.xml” file within “/toa/cx/imports/Workspaces” from the “ofsc_cx_src.zip” extract and click
on “Open”
16. Click “Next” to accept the Workspace Definition File
» Incident is set to “Incident”
17. Accept the Workspace Type and click “Next”
18. Click “Finish” to complete the Incident FS workspace import
» Work Orders tab: select the report control, click on “Report” in the ribbon and select “Accelerator/Field
Service/Incident Work Order”
20. Click “Save & Close”, select Folder = “Accelerator/Field Service”, Name = “Incident FS” and click on OK
24. Select the “Work Order.xml” file within “ofsc_cx_src/toa/cx/imports/Workspaces” from the “ofsc_cx_src.zip”
» TOA.Work_Order is set to “Work Order”
» Package: TOA; Record Type: Work_Order; Map To Record Type: Work Order (TOA$Work_Order)
» Package: TOA; Record Type: Work_Order_Type; Map To Record Type: Work Order
(TOA$Work_Order_Type)
27. Click “Finish” to complete the Work Order workspace import
28. Update the following Report Controls:
» Schedule tab: select the “Override Assigned To” field, click on “Search Report” in the ribbon and select
“Accelerator/Field Service/Override Account Search”
» Assets tab: select the report control, click on “Report” in the ribbon and select “Accelerator/Field
Service/Work Order Primary Asset”
» Inventory tab: select the report control, click on “Report” in the ribbon and select “Accelerator/Field
Service/Work Order Required Inventory”
29. Click “Save & Close”, select Folder = “Accelerator/Field Service”, Name = “Work Order” and click on OK
33. Select the “Work Order Type.xml” file within “/toa/cx/imports/Workspaces” from the “ofsc_cx_src.zip” extract
» Initial Type: TOA.Work_Order_type; Map To Type: Work Order Type
36. Click “Finish” to complete the Work Order Type workspace import
» Required Inventory tab: select the report control, click on “Report” in the ribbon and select “Accelerator/Field
Service/Work Order Type Inventory”
38. Click “Save & Close”, select Folder = “Accelerator/Field Service”, Name = “Work Order Type” and click on OK
42. Select the “Work Order Type Inventory.xml” file within “/toa/cx/imports/Workspaces” from the “ofsc_cx_src.zip”
45. Click “Finish” to complete the Work Order Type Inventory workspace import
46. Click “Save & Close”, select Folder = “Accelerator/Field Service”, Name = “Work Order Type Inventory” and
click on OK
Figure 20: Field Service Workspaces after importing.
Import PHP Endpoint and Supporting Pages
The Oracle Service endpoint allows the Field Service Outbound API to call the custom endpoint to update Work
Orders when Notification Triggers are fired based on the following conditions:
» New Field Service Activity is added, created from Inbound API when Work Order created in Service
» Field Service Activity is moved
» Field Service Activity is started
» Field Service Activity is completed
» Field Service Activity is suspended
» Field Service Activity is cancelled
» Field Service Activity is not done
The following pages are required for the PHP endpoint to work. No modifications are required unless the default
field mappings need to be modified.
» ofsc_int_v1.php: This file contains the code which is the main entry point for all HTTP outbound(originating
from ETADirect to RightNow) requests. It initializes the ToaSOAPController and also defines the
‘OFSC_ROOT‘ Path. This Path should point to the ROOT deployment folder.
» toasoapcontroller.php: This file contains the code for the SOAP Controller(class ToaSOAPController).
ToaSOAPController handles all requests for the outbound WSDL and SOAP request. The method
‘handleSOAPRequest’ in the class ToaSOAPController is the entry point for all HTTP and SOAP request.
ToaSOAPController currently implements on ‘send_message_request’ from the Field Service’s outbound
WSDL. It contains code for following functionalities:
 SOAP Request Parsing
 Initializing Work Order model
 Initializing AgentAuthenticator model
 Response creation(for SOAP and HTTP)
 Exposing outbound WSDL
» agentauthenticator.php: This file contains code for authenticating each SOAP Request. It logs failure and
successful authentication. It also initializes ConnectPHP API.
» workorder.php: This file contains code for updating a specific(single) Work Order. It is the model class for
Work Order custom object. It invokes ConnectPHP API’s for updating the Work Order. It also contains
business validations for some fields.
» xtree.php: This is an external library used for parsing SOAP payload. It is recommended not to do any
changes to this library. If any changes are to be done please contact Oracle for newer versions and features.
» toa_outbound_client_wsdl.php: This file contains the WSDL definitions of the outbound API supported by this
endpoint. Please change this file only when the there is an issue with endpoint URL or changes to outbound
API.
The following steps guide you through the setup of the php endpoint which is called from the Field Service Outbound
API to send Work Order updates from Field Service to Service. For more information about each of the php pages,
please see additional documentation in the Appendix.
1.
Extract the “ofsc_outbound_endpoint_src.zip” file
2.
From within OSvC CX Desktop, click on Configuration -> Site Configuration -> File Manager
3.
In the “Switch to” drop down list, select “custom scripts”
Figure 21: Reference location and proper “Switch to” setting
4.
Click on “Browse”
5.
Select the file “ofsc_int_v1.php”” within “ofsc_outbound_endpoint_src\toa\scripts\custom\php\” from the archive
extract
6.
Click on “Open” to upload the file
7.
Repeat steps 4 - 6 for the following files:
» agentauthenticator.php
» itoalog.php
» ofsc_int_v1.php
» toa_outbound_client_wsdl.php
» toadefaultlog.php
» toalogservice.php
» toasoapcontroller.php
» workorder.php
» xtree.php
Figure 22: PHP endpoint files properly imported
Configure Customer Portal Page
To display the list of Work Orders associated to an Incident in Customer Portal, you can choose one of the following
two options:

Upload the included modified detail.php file from the extracted file at “\TOA Integration\Accelerator
Artifacts\Build93\toa\scripts\cp\development\views\pages\account\questions”

Modify the existing detail detail.php file by adding the following section:
<h2 class="rn_HeadingBar">Work Orders</h2>
<div>
<rn:widget path="reports/Grid" report_id="<Id for CP Incident Work Order> "/>
</div>
Figure 23: Customer portal configuration and relationship of Incident Work Order
Oracle Field Service is highly configurable and should be performed by a person familiar with the product. The
below details are there as an overview of the unique configuration steps they should consider around an
implementation with an accelerator.
This configuration process goes through company settings from top to bottom to explain configuration settings
needed to work with the OSvC Accelerator “out of the box”. Please note…customer requirements will vary and
changes will almost inevitably need to be made to the draft code; however, the below settings enable OFSC to work
with the Accelerator as initially available.
Bucket Configuration (Resource Settings -> Resource & Bucket Info)
To access the Bucket Configuration, from within Field Service, click on “Resource Settings ->Resource & Bucket
Info”. A few configuration points to keep in mind when setting up a bucket:
» The External ID will be the visible “work order area” in OSvC
» Ensure quota management is turned on
» Time slots are pulled by bucket & capacity categories (not by activity type) so ensure that all activity types
within a each capacity category and bucket have consistent time slot options
» Minimum of one month quota needs to be loaded
» Date format: use mm/dd/yy format
API Configuration
To access the API configuration, from within Field Service, click on “Company Settings ->API Configuration”.
Review the mapping spreadsheet (plus any changes necessary) to be sure the API settings are configured for
appropriate access (read or read/write). Although not an exhaustive list, it is wise to go through the field mapping
and reference all of the properties in column B within OFSC to ensure that their API Configuration settings are
properly configured. The below example walks through how to use the field mapping spreadsheet as a reference for
API configuration for “appt_number”
Figure 24: Reference for configuring the API settings for each property from mapping spreadsheet
Figure 25: Correlating reference in OFSC configuration for API settings
Figure 26: Property configuration verification
Business Rules
To access Business Rules, from within Field Service, click on “Company Settings->Business Rules”. The Inbound
API format the accelerator was configured to work with is “Free Post code”.
Figure 27: Properly configured ZIP code format for accelerator
Capacity Categories
To access Capacity Categories, from within Field Service, click on “Company Settings->Capacity Categories”.
» Quota-based Booking: OFSC supports direct assignment of an activity to a specific resource; however, the
accelerator is focused on a quota basis (related to “bucket” aka “work order area”). In order to provide
“available time” the accelerator must provide enough information from the OSvC interface to OFSC for
OFSC to resolve which bucket (aka “work order area”), which activity type, and which capacity category is
being specified in order to provide capacity information.
» No Overlapping Work Skills: OFSC provides flexible options around configuring work skills across multiple
capacity categories. However, the accelerator does not natively map the capacity category between
systems and, for this reason, the work skills either needs to be in a 1:1 relationship (i.e.: not duplicated)
between capacity categories OR an additional field should be mapped that allows a user to select the
capacity category direction or criteria that will allow logic to resolve which capacity category should be
referenced for quota.
» Capacity Category Configuration: It can be easy to forget after creating capacity categories (Company
Settings -> Capacity Categories) that they must also be associated at the resource level (Resource Settings
-> Resource & Bucket Info ->…scroll down to “Quota Management” section and add “Capacity Categories”)
and also be associated with Time Slots (Company Settings -> Time Slots). Each of these areas acts as a
filter.
Link Templates
To access Link Templates, from within Field Service, click on “Company Settings->Link Templates”. There is no “link
object” configured as part of the accelerator. OFSC has two different processes for managing activity relationships
depending on the customer’s needs. For customers who need this functionality, a selection on which of the two
processes a customer would like to use and a custom object in OSvC as well as mapping needs to be added.
Login Policies (Company Settings -> Login Policies)
Login policies will be based on the availability OSvC single sign on protocols that are expected to be in OSvC
release 15.5.
Message Scenarios
To access Message Scenarios, from within Field Service, click on “Company Settings->Message Scenarios”. Below
is the Message Scenario we support in the Accelerator. This can be modified to meet your requirements:
<username>Use the user credential created during Create Integration User step</username>
<password> Use the user credential created during Create Integration User step </password>
<appt_number>{appt_number}</appt_number>
<customer_number>{customer_number}</customer_number>
<aid>{aid}</aid>
<cphone>{cphone}</cphone>
<cemail>{cemail}</cemail>
<ccell>{ccell}</ccell>
<time_slot>{activity_time_slot}</time_slot>
<date>{date}</date>
<astatus>{astatus}</astatus>
<end_time>{activity_end_time}</end_time>
<eta_end_time>{activity_start_time}</eta_end_time>
<ETA>{ETA}</ETA>
<delivery_window_start>{activity_delivery_window_start}</delivery_window_start>
<delivery_window_end>{activity_delivery_window_end}</delivery_window_end>
<pname>{destination_resource_name}</pname>
<travel>{activity_traveling_time}</travel>
<duration>{activity_duration}</duration>
<XA_ACTIVITY_NOTES>{pr_XA_ACTIVITY_NOTES}</XA_ACTIVITY_NOTES>
The additional notes are important to keep in mind when configuring message scenarios:
Testing & Timing: It is critical that the code used in the Message Scenario be carefully tested before any updates to
production are made. Timing is very important in the communication loop between OFSC Outbound and the PHP
page and, for this reason, there is neither code checking nor key verification for Outbound message scenarios
coming into the PHP page. To add this checking and verification functionality would create a slight delay for every
update send from OFSC to the PHP endpoint. Because of this, it is especially critical that code be properly formed
and that key fields are always passed between the systems.
OFSC Over-Writes OSvC: When a Message Scenario arrives from OFSC to the PHP page, it is considered the
most accurate and up to date information available. As such, the configuration is set so that OFSC over-writes its
mapped value already existing within OSvC. Also, for all non-key fields, if a no value is provided from Oracle Field
Service Cloud then the PHP page creates a “null value” and over-writes any value existing in OSvC. An example of
a time when no value is provided is the {ETA} variable before assignment has occurred (no value is assigned to that
variable within the OFSC engine and a null value is assigned by the PHP page when the empty value arrives in the
message scenario body.
To access Notification Triggers, from within Field Service, click on “Company Settings->Notification Triggers”. There
are many different notification trigger options within OFSC. The notification Triggers that are part of the accelerator
include:
» Add
» Start
» Complete
» Cancel
» Not done
» Move Activity
With each Notification trigger, a message scenario can be associated with it.
Figure 28: Notification Trigger setting example
Outbound Configuration
To access Outbound Configuration, from within Field Service, click on “Company Settings->Outbound
Configuration”. Outbound settings can be performed in the OFSC GUI. First you should identify the <site url> and
the <interface>
<site url>: From within the OSvC environment, find the <site url> address by going to File -> Links -> and “>Enduser”. Acquire the <site url> by removing the “https://” and include everything up to and include “.com”
Figure 29: <site-url> location and example
<interface>: From within the OSvC environment, find the <interface> by going to Site Configuration -> Interfaces
and copy the “Display Name” and use that for the <interface> (see image below)
Figure 30: <interface> location and example
Set Up Outbound Configuration:
» Submethod: RN
» Port : 443
» Host: <site url> (example: toa-integration-pr4.pr.rightnow.com)
» Port: 443
» URL Path: (example: /cgi-bin/toa_integration_pr4.cfg/php/custom/ofsc_int_v1.php)
» WSDL URL (example: https://toa-integration-pr4.pr.rightnow.com/cgibin/toa_integration_pr4.cfg/php/custom/ofsc_int_v1.php?wsdl)
» Bulk Size: This varies by customer environment. For questions, please consult OFSC Outbound SDK.
Figure 31: OFSC Outbound Configuration example
Properties
To access Properties, from within Field Service, click on “Company Settings->Properties”. See the data mapping
section for field mapping details. Customer data mapping requirements will vary but the fields and properties
included in the spreadsheet should be referenced in your implementation. Because not all “blank environments” are
truly “blank”…its worth going through the spreadsheet to identify which properties already exist and which ones
need to be added.
Time Slots
To access Time Slots, from within Field Service, click on “Company Settings->Time Slots”. OFSC is the “master” of
time slots. There is no “time slot object” built in OSvC to mimic the options in OFSC. Data about time slots and
availability is parsed from the Capacity API call and then returned in the Inbound API call. Details about which time
slot are chosen are included on the Work Order Object.
Because OFSC is the “master” and because closed quota results in zero information about time slots, there is an
assumption that time slots do not change for each activity type. If it is important to change time slots for an activity
type while in production, then the recommendation is to make that change in the middle of a month and to test the
effects of closing quota in a non-production environment to ensure that the expected results in the quota calendar
are achieved.
Work Skills & Conditions
To access Work Skills & Conditions, from within Field Service, click on “Company Settings->Work Skills &
Conditions”. When the Scheduler Add-In within OSvC calls OFSC for information about quota, the query is based on
activity types. For this reason, it is essential that work skill conditions be properly set up. The accelerator is
configured to accept only work skill conditions that do NOT overlap (you cannot have the same work skill in two
different groups).
Figure 32: Work Skill Conditions configuration example
Work Zones
To access Work Zones, from within Field Service, click on “Company Settings->Work Zone Dictionary”. This could
be based on a number of fields/properties in OFSC; however, for the accelerator zip codes are the “work zone key”.
This can be changed in OFSC in the Work Zone Dictionary and updated in the add-in as well as the Work Order
workspace rules which are expecting zip code and activity type to provide the two, essential components to acquire
available quota.
1.
Set Work Zone Dictionary (Zip in OFSC correlates to “Postal Code” in the accelerator) and associate work zone
names with zip codes. The image below shows 5-digit work zip codes; however, they can be as long as 9
digits.
Figure 33: Work Zone Dictionary properly configured
2.
With Work Zone Dictionary configured, associate each “bucket” with work zone names (from the Work Zone
Dictionary) under main menu item “Resource Settings” -> “Resource Work Zones”
Figure 34: Resource Settings properly configured with Work Zone details
3.
Configure Bucket Name and External ID. Note…the External ID will be parsed and made visible in the Work
Order Location Add-In so make sure that the value for External ID will make sense to a CSR. The value for
“Name” is the value that will appear in the Field Service resource tree.
Figure 35: Location and example of External ID and Resource Name
Setup and Ongoing Administration
Both Oracle Service and Field Service have additional required administration, however, the following sections
review the administration specific to setting up and supporting this integration. Please see the other sections and
additional help documentation for general administration.
Product Catalog and Inventory Types
For the Integration between Oracle Service and Field Service, the Product Catalog in Service will need to be kept in
sync with the Inventory Types in Field Service. The key fields between the two that are used in the Inbound and
Outbound web service calls are:
» Field Service Inventory Type: InventoryType.Label
» Service Product Catalog: Product Catalog.Id
Field Service Cloud Inventory Types
To access Field Service Inventory Types, login to Oracle Field Service Cloud, and click on “Company Settings ->
Inventory Types”. To add Inventory Types:
1.
Click on “Add New”
2.
Enter the following fields:
» Label: Field used to sync with Oracle Service and needs to be unique
» Active: Check box to make Active
» Non Serialized: Check box to make Active. If a product is non-serialized, it can only be associated with a
customer’s assets in a 1:1 relationship unless a “quantity” field is mapped specifically for non-serialized
products.
» Model Property: Select “Model (Inventory Model)”
» Name: Give a descriptive name of the product for each language used
Figure 36: Example of Inventory type configuration
3.
Click on “Save” to save the new Inventory Type
4.
Repeat steps 1 - 3 to add all Inventory Types
5.
After creating all Inventory Types, you need review the list then recreate each of these in Oracle Service Cloud:
Figure 37: Example of Inventory Types configured properly
Service Cloud Product Catalog
To access Service Product Catalog, login to Service Cloud with a user that has the appropriate access to Product
Catalog in the Configuration. The following steps guide you through creating and editing the Products in Product
Catalog:.
1.
From within OSvC CX Desktop, click on Configuration -> Opportunity Tracking -> Product Catalog
2.
Click on “New” in the ribbon to create a new Product
3.
Enter the appropriate information based on the Field Service Inventory Type, to sync with Field Service, the Id
must equal the Field Service Label:
» Product Name: Descriptive name which does not have to match Inventory Type Name in Field Service but
should be similar
» Id: Key field which must match the Field Service Inventory Type Label
» Serialized: Identifies if a product is serialized or non-serialized, does not have to match the Field Service
Inventory Type Non Serialized option but should. If the “Serialized” option in Service is checked, the “Non
Serialized” option should be unchecked. If the “Serialized” option in Service is unchecked, the “Non
Serialized” option should be checked.
» Service Catalog: Allows the product to show up for Assets as a Serviceable product so should be checked.
Figure 38: Correlation between ID in OSvC and Label in OFSC
4.
Click on “Save” in the ribbon to save the new Product
5.
Repeat steps 2 - 4 to add all Products
6.
Click on “Save & Close” to complete
Work Order and Activity Types
For the Integration between Oracle Service and Field Service, the Work Order Types, which is a custom object in
Service, will need to be kept in sync with the Activity Types in Field Service. The key fields between the two that are
used in the Inbound and Outbound web service calls are:
» Field Service Activity Type: Activity Type.ID
» Service Work Order Type: Work_Order_Type.Wo_Type_Code
Field Service Cloud Activity Types
To access Field Service Activity Types, login to Oracle Field Service Cloud, and click on “Company Settings ->
Activity Types”. The only Activity Types used in the integration are in the Custom Group. To add Activity Types:
1.
Click on “Add Activity Type”
2.
Under “Activity type info”, for the “Group” option, select “Customer”
3.
Under “Features”, ensure the following Options are selected by checking the appropriate box, if any of these
are not selected based on your business requirements, modifications may need to be made in Oracle Service
cloud to prevent errors from occurring:
» Allow creation in buckets
» Allow reschedule
» Support of not-ordered activities
» Allow non-scheduled
» Support of work zones
» Support of work skills
» Support of time slots
» Support of inventory
» Calculate travel
» Define duration manually
» Allow to create from Incoming interface
» Support of required inventory
4.
Complete the additional options for “Activity type info”
5.
Complete the additional options for “Available time slots”
6.
Choose the “Color schemes”
Figure 39: Example of Activity Details properly configured (although most settings are flexible based on customer needs)
After creating all Activity Types, you need review the list then recreate each of these in Oracle Service Cloud:
Figure 40: Activity Types properly configured…note the ID field that is the key for the accelerator
Service Cloud Work Order Types
To access Service Work Order Types, login to Service Cloud with a user that has the appropriate access to Work
Order Type Custom Object. The following steps guide you through creating and editing the Work Order Types:.
1.
Click on Analytics and Open Report Explorer
2.
In the “Accelerator -> Field Service” folder, Open the “Work Order Type” report
3.
Click on “New” in the ribbon to create a new Work Order Type
4.
Enter the appropriate information based on the Field Service Activity Type, to sync with Field Service, the
WO_Type_Code must equal the Field Service ID:
» Labels: Descriptive name which does not have to match Activity Type Name in Field Service but should be
similar
» Wo_Type_Code: Key field which must match the Field Service Activity Type ID
» Manual Duration: Flag that will trigger the Manual Duration field to be visible when creating a Work Order,
this should also match the “Define duration manually” option for the corresponding Field Service Activity
Type.
 Service Work Order Type “Manual Duration” option set to “Yes: and Field Service Activity Type “Define
duration manually” Not Checked = Manual duration passed to Field Service will be ignored
 Service Work Order Type “Manual Duration” option set to “No” and Field Service Activity Type “Define
duration manually” Checked = Manual duration not passed to Field Service and create will fail since Field
Service expects a manual duration number
 Service Work Order Type “Manual Duration” option set to “No” and Field Service Activity Type “Define
duration manually” Not Checked = Manual duration not passed to Field Service and duration assigned by
Field Service
 Service Work Order Type “Manual Duration” option set to “Yes” and Field Service Activity Type “Define
duration manually” Checked = Manual duration passed to Field Service and duration set on new Activity
» Manual Duration Default: The default number of minutes that the type of work will take to complete. This
number is displayed on the Work Order when the “Manual Duration” is set to “Yes” for the Work Order Type
selected.
» Display Order: The order the Work Order Types will be displayed in the menu list on the Work Order.
Figure 41: Correlation between WO Type Code (in OSvC) and Activity ID (in OFSC)
Next steps are to add Required Inventory to the Work Order Type which will pass the inventory over to Field
Service as part of the Field Service Activity creates and update. Before adding Required Inventory to the Work
Order Type, the previous section “Product Catalog and Inventory Types” must be completed.
5.
In the “Required Inventory” tab, click on “Add New”
6.
Complete the following fields:
» Work Order Type: Defaults based on Work Order Type being created/edited
» Product: Select from drop down list which is populated by Product Catalog
» Model: Not required, general information to pass to Field Service
» Quantity: the number or amount required (i.e.. 1 Line Set)
» Unit: Additional information pertaining to the Quantity field (i.e.. qty, ounces, feet, etc)
Figure 42: Example of Work Order Inventory properly configured
7.
Click on “Save & Close” in the ribbon
8.
Repeat steps 1 - 3 to add all Required Inventory
Updating Oracle Service Cloud from Oracle Field Service
OFSC offers flexibility in both trigger notification as well as Outbound Message scenarios. A full list of Notification
triggers is available under company settings -> notification triggers. Additional triggers are not possible without a
product change; however, the existing triggers currently support a broad range of customer requirements.
Message scenarios, on the other hand, are completely flexible. For any event that triggers a notification scenario,
there can be inner and outer steps for the associated message scenarios. For every property that needs to be
updated from OFSC in OSvC, that can be added. The steps in the process are:
1.
Create custom property in OFSC. Notice the prefix “XA” which is a convention used by many people who
configure OFSC so that the custom properties can be quickly filtered.
Figure 43: Example of new OFSC custom property properly created
2.
Add to Outbound message scenario. (Custom objects in OFSC have special prefixes that are important in the
Outbound key and configuring OFSC should reference the Outbound Messaging SDK documentation or
contact support for any help needed configuring the keys within the message scenarios.) Notice the prefix “pr”
which is used for String fields. For other field types (enumeration or integer) check the Outbound SDK.
Figure 44: Example of new OFSC custom property included in Message Scenario body
Figure 45: Update flow for OFSC Outbound API call to OSvC PHP endpoint with response
Data Mapping
The Accelerator has the following fields mapped between Oracle Service and Oracle Sales:
Field Service
Format
APIs
Service
Custom Objects
KEY
appt_number
varchar(40)
Appointment
Number
Id
KEY
customer_number
varchar(40)
Customer
Number
Contact
cmessagetime
int(11)
customer's
reminder
notification
time
Remind
er_Tim
e
cphone
phone
language
used in
customer IVR
or Portal
Contact
_Phone
cemail
email
customer
email
Contact
_Email
ccell
phone
Customer's
cell phone
number
Contact
_Mobile
_Phone
cname
text
customer's
name
Contact
caddress
text
Address
Contact
_Street
ccity
text
Customer's
city of
residence
Contact
_City
czip
text
customer's
zip code
(postal code)
Contact
_Postal
_Code
text
state of the
customer's
residence
Contact
_Provin
ce_Stat
e
cstate
contact
s.c_id
full_
nam
e
Field Service
Format
APIs
Service
Custom Objects
time_slot
text
Reference
time slot
WO_Ti
me_Slo
t
sla_window_end
string
Service
Window End
time
Resolut
ion_Du
e
aworktype
Enum
Activity /
Workorder
type
WO_Ty
pe
date
YYYY-MMDD
date of slot
WO_Da
te
astatus
enum('delet
ed',
'cancelled',
'complete',
'suspended'
, 'started',
'pending',
'notdone')
astatus
WO_St
atus
end_time
time
end_time
End_Ti
me
eta_end_time
time
start-end time
(both in one
field)
Start_E
nd_Tim
e
ETA
datetime
ETA
ETA
aid
int(11)
aid
Externa
l_ID
time
delivery
window start
Deliver
y_Wind
ow_Sta
rt
delivery_window_e
nd
time
delivery
window end
Deliver
y_Wind
ow_En
d
pname
text
resource
name
Resour
ce
travel
smallint(5)
unsigned
travel
Travel_
Time
auto_routed_to_dat
e
date
auto_routed_
to_date
Auto_R
outed_
Date
atime_of_booking
datetime
atime_of_boo
king
Booked
_Time
auto_routed_to_pro
vider_name
mediumint(9
) unsigned
auto_routed_
to_provider_i
d
Auto_R
outed_
Resour
ce
XA_CASE_NOTES
string (blob)
Case notes
Case_
Note
XA_ACTIVITY_NO
TES
string (blob)
Field service
notes
Field_S
ervice_
Note
delivery_window_st
art
work_o
rder_ty
pe.id
wo_
type
_co
de
Field Service
Format
APIs
Service
Custom Objects
duration
int(11)
unsigned
Duration
Duratio
n
invsn
varchar(32)
Inventory
Serial
Number
Asset
assets.
asset_i
d
seri
al_n
umb
er
invtype_label
int(11)
unsigned
Type of
Inventory
Item
Asset
assets.
asset_i
d
prod
uct_
id
product_
catalog.
product_
id
id
invsn
varchar(32)
Inventory
Serial
Number
Id
work_o
rder_a
ssets.
work_o
rder
ass
et
assets.a
sset_id
seri
al_n
umb
er
invtype_label
int(11)
unsigned
Type of
Inventory
Item
Id
work_o
rder_a
ssets.
work_o
rder
ass
et
assets.a
sset_id
prod
uct_
id
varchar(32)
Type of
Required
Inventory
Item
WO_Ty
pe
wo_typ
e_inve
ntory.w
ork_or
der_ty
pe
prod
uct
product_
catalog.
product_
id
id
varchar(32)
Required
Inventory
model.
WO_Ty
pe
wo_typ
e_inve
ntory.w
ork_or
der_ty
pe
mod
el
int
Number of
required
inventories
required for
the activity.
WO_Ty
pe
wo_typ
e_inve
ntory.w
ork_or
der_ty
pe
qua
ntity
Contacat
Organization,
No Sync
Organiz
ation
Incident
Reference
Number, No
Sync
Incident
Work Order
Area, No
Sync
WO_Ar
ea
Reason for
Canceling,
No Sync
Cancel
_Reaso
n
Reason for
Rescheduling
, No Sync
Resche
dule_R
eason
invtype_label
inventory_model
quantity
product_
catalog.
product_
id
id
From Oracle Service Cloud to Oracle Field Service Cloud
Field Service
Service
Inbound API
Custom Objects
KEY
appt_number
Id
KEY
customer_number
Contact
cmessagetime
Reminder_Time
cphone
Contact_Phone
cemail
Contact_Email
ccell
Contact_Mobile_Phone
cname
Contact
caddress
Contact_Street
ccity
Contact_City
czip
Contact_Postal_Code
cstate
Contact_Province_State
time_slot
WO_Time_Slot
sla_window_end
Resolution_Due
aworktype
WO_Type
date
WO_Date
astatus
WO_Status
XA_CASE_NOTES
Case_Note
duration
Duration
invsn
Asset
assets.asset_id
invtype_label
Asset
assets.asset_id
contacts.c_id
work_order_type.id
invsn
work_order_assets.work_order
invtype_label
work_order_assets.work_order
invtype_label
WO_Type
wo_type_inventory.work_order_type
inventory_model
WO_Type
quantity
WO_Type
From Oracle Field Service Cloud to Oracle Service Cloud
Field Service
Service
Outbound API
Work Order Custom Object
KEY
appt_number
Id
KEY
customer_number
Contact
cphone
Contact_Phone
cemail
Contact_Email
ccell
Contact_Mobile_Phone
time_slot
WO_Time_Slot
date
WO_Date
astatus
WO_Status
end_time
End_Time
eta_end_time
Start_End_Time
ETA
ETA
aid
External_ID
Field Service
Service
Outbound API
Work Order Custom Object
delivery_window_start
Delivery_Window_Start
delivery_window_end
Delivery_Window_End
pname
Resource
travel
Travel_Time
auto_routed_to_date
Auto_Routed_Date
auto_routed_to_provider_name
Auto_Routed_Resource
XA_ACTIVITY_NOTES
Field_Service_Note
duration
Duration
The following sections walk through adding a new custom field in Service and custom Property in Field Service and
mapping these so updates will flow from Service to Sales and Sales to Service.
1.
Create Property
» Company Settings -> Properties -> Add “x” Property (where x is string, enumeration, integer, or file)
» Add property details (below example is String Property with name and label added). Take note of the Entity
this custom property is associated with (here: “activity”) as this will be needed later. Note: Using XA as a
prefix for custom properties is a convention within OFSC so that the custom properties can be quickly filtered
for support and troubleshooting processes.
Figure 46: Custom property properly created
2.
Update API Configuration for new property (set
» Company Settings -> API Configuration -> Check “soap_API” under profiles and then select “Layout” (see
screenshot below)
Figure 47: Location of API Profile configuration settings
» Select the appropriate Context, Entity, and Interface. The original Accelerator configuration uses the
Inbound Interface and the property will be associated with an entity (see above screenshot on property
creation and the entity listed is “activity”)
Figure 48: Location of Structure settings for OFSC API configuration
» Select Structure and scroll down to bottom to find select “Click to Add”
» Type in the property name and select the new custom property.
Figure 49: Example of adding custom property to OFSC
» Select “Add New Visibility” and choose the direction of the visibility (read or read/write).
» Recalculate structure (don’t forget this step!)
3.
Add to Message Scenario (if this property should be included in the OFSC Outbound call)
» Company Settings -> Message Scenarios
» Find the scenarios’ name where you want to add the property and click on the “steps” link
» Go to the “modify” link in the actions column
» In the pop-up go to the Patterns tab and see the body content on the right-hand side
» Within the body, add the PHP pages reference name in XML format with the property name (the key for the
variable to be pulled from OFSC) in curly braces. Note...for message scenarios, custom properties need an
additional prefix based on the information sent. To receive the value within the custom property use “pr_” to
send the enumerated value (and not the string) use “pr[num]_”.
» Update the message scenario
Figure 50: Message scenario updated in the OFSC to incorporate the new custom property.
4.
Create the custom field in OSvC.
» Go to Configuration -> Database -> Object Designer and select TOA to see the custom objects associated
with the Accelerator (custom objects may include Override_Request; Reminder_Time; Work_Order;
Work_Order_Type; and WO_Type_Inventory).
» Select the Work_Order custom object
» Select “Add New Field” and create the appropriate type of field (this example will use a Text, or string, field
type)
» Add the field name and label. Notice that the “Label” in OSvC is the ‘user-friendly and readable name that is
not referenced by the API or system configuration’ while in OFSC the “Label” is the ‘API reference able name
that might be hard to use in a GUI’.
» With the Name and Label created, save the new custom field.
Figure 51: Location and example of where to add a custom property in OSvC
» Deploy the object (from the button in the ribbon).
Figure 52: Example of what Deploy message looks like (note the “Deploy Immediately” box is checked)
5.
Update the toasoapcontroller.php (NB: the process used below requires no IDEs...for multiple additions an
integrator might prefer to perform these tasks in Visual Studio and then upload the files).
» Go to Site Configuration -> File Manager ->
» Use the drop down “Switch to” and select “Custom Scripts”
» Select “toasoapcontroller.php” (this will set the value in OSvC to what comes from OFSC Outbound)
Figure 53: Steps and example for where and how to access the PHP scripts
» Two sections to update in this file (both sets).
 look for the following line and add a new line with the new variables:
o $workOrder->setOSvC_VARIABLE($messages->body->OFSC_VARIABLE->_[‘value’]);
 look for the following line and add a new line with the new variables:
o $workOrder->setOSvC_Variable($val->body->OFSC_VARIABLE->_[‘value’]);
Figure 54: Example of PHP code and where the OSvC and OFSC variables are added
» Save file after both additions have been made.
6.
Update the workorder.php page (still within Site Configuration -> File Manager)
» Select workorder.php
Figure 55: Location of the workorder.php file
» Four areas to change
 Create the object as a private object within the Work Order class.
o Add a new object: “private $OSvC_Variable;”
 Set function (see screenshot below)
 Get functions (see screenshot below)
Figure 56: Location and example of the get & set functions in the PHP code and where the additional field is added
 Update the statement that updates the Work Order object (see screenshot for details)
Figure 57: Example of PHP code which updated the Work Order object and where the new field should be added
7.
Update Work Order Workspace to include new field (if needed)
» Application Appearance -> Workspaces / Workflows
» From within file structure, select Accelerator -> Field Service -> Work Order
Figure 58: Location of Work Order Workspace
» Drag and drop the new custom field into the workspace (see screenshot below)
Figure 59: Drag and drop new custom field into Workspace
» Save & Close the Workspace
8.
Update the Oracle.RightNow.Toa.WorkOrderAddIn.dll to enable OSvC to send property via OFSC Inbound API
» From within Visual Studio, select Oracle.RightNow.Toa.WorkOrderAddIn
» Select ViewModel -> ViewModel.cs
» Search for similar field (example is to look for other custom properties starting with “XA_”
» Add new property value (see screenshot below)
Figure 60: Location and example code addition within Visual Studio for the Work Order Add In
» Save File within Visual Studio
» Recompile by going to Build -> Build Solution
» Back in OSvC go to Site Configuration -> Add-In Manager
» Select Oracle.RightNow.Toa.WorkOrderAddIn.dll and hit Update in the Ribbon.
Figure 61: Location of Work Order Add In and update button
» Select the path for Visual Studio File previously edited and click on “Open”
» Save & Close the Add-In Manager
» Log out of OSvC and then Log back in to pull the updated Add-In into the client
Work Order Use Cases
The following use cases are cases supported by this accelerator:
» Create a Work Order which does not include a selected date and time slot but does include an SLA
Resolution Due from the Incident and the Activity creates in Field Service when saved
» Create a Work Order with a date and time slot selected in Service, manual duration not required and the
Activity creates in Field Service
» Create a Work Order with a date and time slot selected in Service, manual duration required and the Activity
creates in Field Service
» Create a Work Order with an override requested, date and time slot selected in Service and the Activity
creates in Field Service
» Create a Work Order with an override requested, date and time slot not selected in Service and the Activity
not created in Field Service
.
Utilize SLA Resolution Due
For companies utilizing Service Level Agreements (SLAs) in Oracle Service, the calculated SLA Resolution Due can
be used to have Oracle Field Service automatically assign a data and time slot. If an SLA has a Resolution Time
defined in the Response Requirements or if no SLA is assigned but the Interface Default Response Requirements
has a Resolution Time defined, the date and time will be automatically calculated on the incident. When a Work
Order is created, the Resolution Due is pre-populated from the Incident. After selecting the Work Order Type and
populating all required fields, Save the Work Order and it will be sent to Oracle Field Service and an Activity will be
created as a Non-scheduled Activity. For this to work, ensure the corresponding Activity Type in Field Service has
the “Support of not-ordered activities” property checked.
Before following the steps below to test out utilizing the SLA Resolution Due to have a date and time slot assigned
by Field Service let’s first review how the SLA Resolution Due is calculated. The SLA Resolution Due automatic
calculation was released in the Service February 2015 release. This calculation is based on the two scenarios:
» Default Response Requirements for the current Interface has a value for “Resolution Time (Minutes)” greater
than 0
Figure 62: Resolution time location and example within OSvC
» Response Requirements associated to the SLA assigned to the Incident, has a value for “Resolution Time
(Minutes)” greater than 0
Figure 63: Correlation between support type and resolution time
1.
Select a contact
2.
From the Incident tab, create an Incident for the Contact
3.
Either select an SLA Instance assigned to the Contact or use the Interface default Response Requirements
4.
Save the Incident
5.
Go to the Work Order tab
6.
Click on “Add New” to create a Work Order
Figure 64: Location of Add New button for creating new Work Order
7.
The following fields will be defaulted:
» Incident: Incident subject
» Incident Ref#: Incident Reference Number
» Contact: Incident Contact
» Organization: Contact Organization
» Email: Contact Email
» Phone: Contact Home Phone
» Mobile Phone: Contact Mobile Phone
» Street: Contact Street
» City: Contact City
» Province/State: Contact State/Province
» Postal Code: Contact Postal Code
» Assets Tab Primary Asset: Incident Asset
Figure 65: Work Order Workspace with Work Order Type highlighted
If any of the required fields are not populated on the Contact record, the fields will need to be manually
populated on the Work Order. The Email, Phone, Mobile Phone, Street, City, Province/State and Postal Code
can be changed on the Work Order but the Contact record will not be updated. The changes will only apply the
specific Work Order and nothing else.
8.
Select the appropriate “Work Order Type” from the drop down list
9.
Update the following fields as appropriate:
» Case Note: Any notes to share with the assigned Field Service
» Reminder Time: Select from drop down list the time in minutes a reminder should be sent to the customer
» Email
» Phone
» Mobile Phone
» Street
» City
» Province/State
» Postal Code
Figure 66: Work Order Workspace including manual Duration
10. Select the “Work Order Area” which is based on the “Postal Code”
Select date and time slot, manual duration not required
For companies with a quota-based process, this is the default process for booking & scheduling. After creating an
incident and selecting a Work Order Area and Work Order Type, a CSR views available quota in the scheduler
(those slots that have green and yellow shading) and selects a time slot that is both acceptable to the end customer
as well as available. Duration is estimated by OFSC and no manager override or SLA is associated with the Work
Order.
Select date and time slot, manual duration not required
After creating an incident and selecting a Work Order Area and Work Order Type, a CSR views available quota in
the scheduler (those slots that have green and yellow shading) and selects a time slot that is both acceptable to the
end customer as well as available. Duration is provided by a default by pulling from the Work Order Type custom
object that is part of the OFSC & OSvC accelerator and can be manually edited by the CSR.
There are three scenarios when manual duration is typically required.
» Greatly varied work order durations with a new implementation: OFSC requires a work order type to be
performed 7 times to establish baseline duration. That statistic gets progressively more accurate and
individually specific over time; however, for a brand new implementation there is only one default time
available system-wide. Customers may choose to have manual duration turned on for the first week or two
after “go live” especially when their work order types vary substantially in duration and a single “default” time
will cause a significant operational challenge in the first days.
» Highly uniform environments: In some highly uniform environments (sometimes driven by union
requirements), creating a performance pattern profile is not allowed. In these situations, default duration is
needed and supported through the accelerator.
» Outside systems estimate duration more accurately: This is a rare occurrence. Typically, outside systems
can provide “statistical keys” which OFSC can use as calculation references. Before using an outside
system for duration accuracy, an OFSC configuration expert should be consulted to ensure that this is the
best process to use.
Override requested, date and time slot selected
the scheduler (those slots that have green and yellow shading) and selects a time slot that is NOT the end
customer’s first preference but still acceptable. The Work Order is sent to OFSC and an activity is created while, at
the same time, a manager override request is created. With no response or a rejection by the manager, the Work
Order will maintain the original date and time slot.
From the manager profile (or one with access to the override workspace), an override can be accepted or rejected.
If the manager accepts the request and changes the time, then when the updated work order is saved, the OFSC
Inbound API call will update the activity and the time slot and or date will change. If the customer’s instance of
OFSC has PCC (predictive customer communication) configured, then the end customer will be notified of the
change per the configuration settings within PCC.
Override requested, date and time slot selected
the scheduler (those slots that have green and yellow shading) and cannot select a date and time slot that is
acceptable to the end customer. The Work Order can be saved within OSvC but will not be sent to OFSC until a
manager accepts the override, selects the desired time slot and saves the activity.
From the manager profile (or one with access to the override workspace), an override can be accepted or rejected.
If the manager accepts the request and changes the time, then when the updated work order is saved, the OFSC
Inbound API call will create the activity with the time slot and date in OFSC. If the customer’s instance of OFSC has
PCC (predictive customer communication) configured, then the end customer will be notified of the change per the
configuration settings within PCC.
Appendix: Field Service APIs
Capacity API
Method: get_capacity
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:toa:capacity">
<soapenv:Header/>
<soapenv:Body>
<urn:get_capacity>
<user>
<now>?</now>
<login>?</login>
<company>?</company>
<auth_string>?</auth_string>
</user>
<date>2015-03-10</date>

<determine_location_by_work_zone>true</determine_location_by_work_zone>
<calculate_duration xmlns="">true</calculate_duration>
<calculate_travel_time xmlns="">true</calculate_travel_time>
<calculate_work_skill xmlns="">true</calculate_work_skill>
<return_time_slot_info xmlns="">true</return_time_slot_info>
<activity_field xmlns="">
<name>czip</name>
<value>32771</value>
</activity_field><activity_field xmlns="">
<name>aworktype</name>
<value>64</value>
</activity_field>
</urn:get_capacity>
</soapenv:Body>
</soapenv:Envelope>
Inbound API
Method: inbound_interface
Note: There is no “create_activity” command...both create and update are done through the “update_activity”
command.
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/"
xmlns:urn="urn:toatech:InboundInterface:1.0">
<soapenv:Header/>
<soapenv:Body>
<urn:inbound_interface_request>
<user>
<now>?</now>
<login>?</login>
<company>?</company>
<auth_string>?</auth_string>
</user>
<head>
<upload_type>incremental</upload_type>
<properties_mode>update</properties_mode>
<appointment>
<keys>
<field>appt_number</field>
</keys>
</appointment>
<inventory>
<keys>
<field>invtype</field>
</keys>
</inventory>
</head>
<data>
<commands>
<command> 
<date>2015-03-26</date>
<type>update_activity</type>
<external_id>North Florida</external_id>
<appointment>
<appt_number>220151</appt_number>
<customer_number>67890</customer_number>
<aworktype>62</aworktype>
<name>Jeff McCrory</name>
<phone>987-999-4444</phone>
<email>[email protected]</email>
<address>530 Sunrise Dr.</address>
<city>Casselberry</city>
<zip>32799</zip>
<state>FL</state>
<language>1</language>
<daybefore_flag>0</daybefore_flag>
<reminder_time>0</reminder_time>
<time_slot>10-12</time_slot>
<inventories> 
<inventory>
<properties>
<property>
<label>invsn</label> 
<value>98731112</value>
</property>
<property>
<label>invtype_label</label>
<value>AT</value>
</property>
</properties>
</inventory>
</inventories>
<properties>
<property>
<value>FILTER</value>
</property>
<property>
<label>quantity</label>
<value>2</value>
</property>
</properties>
<required_inventories>
<required_inventory>

<type>HNDLR</type>
<model>bbb</model>
<quantity>1</quantity>
</required_inventory>
</required_inventories>
</appointment>
</command>
<command> 
<date>2015-03-26</date>
<appointment>
<name>Mahatma Ghandi</name>
<phone>555-555-5555</phone>
<address>433 Ranch Trail</address>
<zip>32707</zip>
<state>FL</state>
<links>
<link_start_after>
</link_start_after>
</links>
<required_inventories>
<required_inventory>

<type>AT</type>

<model>Analog Telephony</model>
<quantity>1</quantity>
</required_inventory>
</required_inventories>
</appointment>
</command>
<command> 
<date>2015-03-26</date>
<appointment>
<name>Bob Wall</name>
<phone>555-555-5565</phone>
<address>475 Rainbow Dr.</address>
<zip>32707</zip>
<state>FL</state>
</appointment>
</command>
<command> 
<date>2015-03-26</date>
<type>update_appointment</type>
<property>
<atime_time_of_booking>2015-02-0208:08:08</atime_time_of_booking>
</property>
<appointment>
<name>Hulk Hogan</name>
<phone>555-555-5555</phone>
<address>530 Sunrise Dr.</address>
<zip>32707</zip>
<state>FL</state>
<sla_window_start>2012-07-20 09:00</sla_window_start>
<sla_window_end>2012-07-21 17:00</sla_window_end>
</appointment>
</command>
<command> 
<date>2015-03-26</date>
<type>update_inventory</type>
<external_id>33023</external_id>
<inventories>
<inventory>
<properties>
<property>
<label>invtype</label> 
<value>12456ABC_9$%^</value>
</property>
<property>
<value>AT</value>
</property>
</properties>
</inventory>
<inventory>
<properties>
<property>
<value>FILTER</value>
</property>
</properties>
</inventory>
</inventories>
</command>
</commands>
</data>
</urn:inbound_interface_request>
</soapenv:Body>
</soapenv:Envelope>
Glossary
Platform
Acronym / term
Definition
Oracle Service
Cloud
OSvC
Oracle Service Cloud (OSvC) is a SAAS based solution that makes it possible for
customers to better understand their customers and quickly deliver the right
answers at the right time through preferred service channels and devices.
Oracle Field Service
Cloud
OFSC
Oracle Field Service Cloud (OFSC) is a SAAS based solution that is built on timebased, self-learning, and predictive technology, empowering customers to solve
business problems while evolving their field service organization.
OFSC
Add Time
A feature in OFSC that allows a resource or other user to add additional time to an
activity when the activity extends beyond the estimated end time.
OFSC
Agent
Any standalone application that interacts with the OFSC platform via the OFSC
API or OFSC kernel
OFSC
Aggregator
A high level entity on the resource tree that functions as a parent directory for
other resources. An Aggregator cannot be assigned activities.
OFSC
All Day Activity
An activity that can be done any time during the day without violating any
obligations of the company. In OFSC terminology, All-day activities are activities
without a Service window. Pay attention that sometimes people mix All-day activity
(without service window) and Not ordered activity (without ETA).
OFSC
API
An Application Programming Interface (API) is a particular set of rules and
specifications that a software program can follow to access and make use of the
services and resources provided by another particular software program that
implements that API. It serves as an interface between different software
programs and facilitates their interaction, similar to the way the user interface
facilitates interaction between humans and computers. All OFSC APIs are based
on standard protocol – SOAP (version 1. 1). The interfaces process SOAP
requests received by HTTP protocol. APIs have no limitations on the location,
technology or platform used for integration (i.e.: Java, . Net, C/C++ on Windows or
Unix).
OFSC
Appointment
See Activity.
OFSC
Assigning
Attaching an individual activity or a queue of activities to a resource.
OFSC
Assistant
In a Teamwork activity, the resource that assists another resource. In the
Resource Tree, the arrow points away from the Assistant. See Teamwork and
Team Leader for more information.
OFSC
Billing System
System where customer details are held, customer billing takes place, and/or
activities are entered.
OFSC
Booked Activities
The numbers of activities that are either in an OFSC bucket or located on a route.
OFSC
Bucket
Element of the Resource tree representing place where jobs are kept before they
are assigned (manually or automatically) to specific resources.
OFSC
Business Rules
A number of settings in OFSC that align the functions of the system with the
strategies and practices of your company.
OFSC
Calendar
A view of the schedule for a resource, group or bucket.
OFSC
Capacity
The workforce with the necessary work skills to manage the activities of a defined
period of time
OFSC
Capacity Bucket
Bucket used for Quota management. See also: Work Order Area.
OFSC
Capacity Categories
A set of work skills and time slots that are bundled together to estimate the time
and skills required for a particular task. This information is sent through an API to
your company’s activity system so that agents can tell whether qualified resources
are available before they book an activity.
OFSC
Capacity Management
A process of managing a workforce to ensure that a company has enough people
with the specific skills to do a certain amount of work. There is a related process,
Quota management, which defines the reverse relationship.
OFSC
Company Boundaries
The area where your company performs customer service. Company boundaries
are defined under Business Rules. Use the coordinates of the upper left corner
Platform
Acronym / term
Definition
and the lower right corner to define the area.
OFSC
Company Settings
A screen in OFSC that contains many of the configuration settings. Companies
may have different access levels to affect company settings. If you are unable to
change your configuration settings, contact TOA support.
OFSC
Compliance
Following the route as predicted by OFSC. A resource is in compliance if he or
she starts the activity at the estimated arrival time, completes the activity at the
estimated completion time, has minimal idle time, and does not detour from the
calculated driving directions.
OSvC
CSR
Customer Service Representative. A person who speaks with customers and sets
activities.
OFSC
Customer-Facing Activity
A task that must be performed at the customer’s home or business. Examples
include installations, upgrades, and deliveries. See Activity for more information.
OFSC
Daily View
A view that shows the calendar of a resource, group, or bucket for a whole week.
This view is useful for making small changes to individual calendars in the current
week.
OFSC
Delivery Window
The time that OFSC estimates that the resource is expected to arrive at the
customer’s home or business. The window includes a buffer to account for travel
time and the potential for delay. This timeframe is shorter than the Service
Window.
OFSC
Dispatcher
A person who allocates activities and monitors the progress of activities and
resources.
OFSC
Display
A screen in OFSC that contains configuration settings used to control what
properties and layout structures users can see within the forms of the interface.
These settings also control the format of some information, for example, the first
day of the week in calendar views.
OFSC
Equipment
See Inventory.
OFSC
Estimation
A term used in Capacity Management also referred to as "capacity estimation"
which determines the number of man-minutes available for a particular time slot
based on resource calendars.
OFSC/OSvC
ETA
Estimated Time of Arrival The time that OFSC predicts that the resource will arrive
at the customer’s location. ETA for pending activities is calculated dynamically
from historical data. For completed activities, the ETA is the time when the
resource actually arrives at the customer’s location.
OFSC
Field
Property present in the system by default
OFSC
Filters
A set of parameters used to reduce the results of a search. Filters are also used in
routing plans to predefine the information that routing uses to distribute activities
to resources.
OFSC
Forecasting
New feature of OFSC allowing to forecast the company workload on the basis of
historical data
OFSC
Glossary
The configuration dictionary that maps default names, labels, and phrases used in
the interface to the client’s preferred names, labels, and phrases. Note: Property
names are managed in the Properties screen.
OFSC
GUI
Graphical User Interface, allowing people to use software by manipulating images
rather than by issuing text commands.
OFSC
Group
A container in the Resource Tree used to sort and organize the other items in the
Resource Tree. Groups are typically used to sort resources by location. Groups
cannot own a route and you cannot assign activities to them.
OFSC
Hint
A pop-up window that displays additional information about the activity or resource
that you select. Hints also contain actions links that can take you directly to the
action that you want to perform on the item.
OFSC
Historical data
Data of the past periods available in the database or from other sources
OFSC
Holidays
Screens in OFSC where you can define the dates that outgoing communications
of notifications are blocked, due to customer unavailability on that date.
OFSC
Idle Time
Any time that a resource spends not in transit or not working on an activity.
Platform
Acronym / term
Definition
OFSC
Internal Activity
A task that is not performed directly for the customer. Internal activities typically do
not take place at the customer’s home or business. Examples include vehicle
maintenance and company meetings. See Activity for more information.
OFSC
Inventory
A list of items managed within OFSC and can include various inventory pools as
well as serialized and non-serialized parts. See Inventory Pools, Trunk stock, Nonserialized Inventory , and Serialized Inventory for more information.
OFSC
Inventory Pools
Items associated with a resource, typically Trunk stock, end customer, or
warehouse.
OFSC
Jeopardy Situation
A situation in which OFSC predicts that the activity will miss its promised service
window. Predicted jeopardy situations are colored pink in the OFSC interface.
OFSC
List View
A chronological list of the day’s activities for the selected resource, group or
bucket. Activities are ordered by estimated start time.
OFSC
Login Policies
A screen in OFSC that sets the requirements for logging in and for usernames and
passwords.
OFSC
Manage
The core module of OFSC. Includes all of the main functions including monitoring,
routing, and reporting.
OSvC
Manual Duration
OSvC
Manual Duration Default
OFSC
Map View
A view of the day’s activities for the selected resource, group, or bucket. This view
displays the activities on a map.
OFSC
Mass Activity
An activity involving 2 or more resources.
OFSC
Max Available
The maximum capacity available by calendar on the selected day, time slot or
capacity category
OFSC
Message Scenarios
A set of rules that specifies how to process a message notification or transaction.
Message Scenarios are launched by Notification Triggers. See Notification
Triggers for more information.
OFSC
Min quota
The minimum number of minutes to be allocated for booking of the activities
belonging to the selected time slot (only on time slot and capacity category level).
OFSC
Mobility
The user interface for OFSC that is accessed through a mobile device. Field
service representatives typically use this interface. It is a separate module of
OFSC.
OFSC
Non-Instantiated Activities
All activities not part of quota management (for which no capacity category
associated with work skills exists)
OFSC
Non-Scheduled Activity
An activity that is not assigned to a specific date.
OFSC
Non-Serialized Inventory
Inventory associated with a part that is generically defined within OFSC so that
Trunk stock might be decremented based on required inventory associated with
activities. (Note: Any part can be defined as "non-serialized inventory" even those
parts with serial numbers on them. For example, a cable modem with a serial
number can be "Non-serialized inventory" within OFSC so that Trunk stock
inventory levels can be managed daily and associated with a route). See
Serialized Inventory and Required Inventory for more information.
OFSC
Non-Working Reasons
A calendar setting used when a resource is absent. Typical non-working reasons
include illness, vacation and bereavement.
OFSC
Not Done Activity
A status used to identify an activity that cannot be completed today. For activities
that cannot be completed right away, but can be completed today. See Suspend
for more information.
OFSC
Not Ordered activities
Activities that do not have ETA. Resource, dispatcher or routing may define the
order (for example command change order in mobile interface or edit activity
command in web interface).
OFSC
Notification
Message activity related information sent by OFSC to a customer, a resource, a
dispatcher, or another system. Notification can be received through telephone,
email or SMS.
OFSC
Workflow events that invoke Message Scenarios when a particular internal event
occurs. As a result, messages are delivered to customers. For example, if you use
Platform
Acronym / term
Definition
a post activity survey, you might have a notification trigger to launch the post
activity survey message. In this case, when a customer-facing activity is
completed, a Notification Trigger launches a Message Scenario that sends the
post activity survey message to the customer. See Message Scenarios for more
information.
OFSC
Ordered Activities
Means that the order of execution is defined - resource, Smart Routing or
dispatcher has already defined that this activity will be executed after another
defined activity. In this case activity gets an estimated time of arrival and is
classified as ordered.
OFSC
Other Activities
All repeating, mass and shift activities, including those without instances, which
are not part of Quota management
OFSC
PAS
Post Activity Survey. A survey that you might send to your customer after the
activity is completed to measure their satisfaction.
OFSC
Pending Activity
An activity status used for activities that are scheduled but not yet started.
OFSC
Percent Quota
Percent of the capacity that is available for booking.
OFSC
Percentage to Stop
Booking
The percentage of the used quota at which activities booking is to be stopped.
OFSC
Permissions
A screen in OFSC where you can configure which features users can see and
use. Permissions are applied to Profiles, not individual users. See Profiles for
more information.
OFSC
Placeholder ID
A number used to identify names, labels, and phrases used in the OFSC
interface. Each name, label, and phrase has a unique number.
OFSC
Planning
Company's estimation of the workforce or workload required at a certain moment.
OFSC
Profiles
A screen in OFSC where you can configure groups of users. Those groups are
then assigned Permissions to control which features they can see and use. See
Permissions for more information.
OFSC
Properties
A screen in OFSC where user interface fields are defined. You can specify details
such as field length, field type, and valid values.
OFSC
Provider
See Resource
OFSC
Quota
A limitation set on the number of activities booked within a selected day, time slot
or capacity category.
OFSC
Quota Management
A process of defining the amount of work (per work skill and time slot) that a
company should perform for a specific area (example: bucket) for a specific day.
There is a related process, Capacity Management, which defines the reverse
relationship.
OFSC
Quota Matrix
Grid that displays Quota and Capacity information for a period of time defined by
the user. Data can filter and displayed by day, time slots, or capacity categories.
OFSC
Regular Work Zone
A region where a resource’s activities are typically located.
OFSC
Repeating Activity
An activity recurring with a predefined frequency in a predefined period.
OFSC
Required Inventory
When a particular resource's route includes activities associated with nonserialized inventory, OFSC can highlight where Trunk stock is insufficient. In the
event that a resource's Truck stock is insufficient for a particular route, required
inventory highlights the job and indicates which Non-serialized inventory
components are missing.
OFSC/OSvC
Resource
An element in the resource tree representing a defined company asset. A
Resource is the OFSC entity representing someone (or something) which
provides service on behalf of the company.
OFSC
Resource Calendars
A view that displays the details about an individual resource’s schedule. This view
is useful for making changes that involve more than one day or more than one
resource. See Calendar and Daily View for more information.
OFSC
Resource Tree
A hierarchical view of the organization’s resources, typically sorted by
geographical region. It is displayed on the left side of the screen in Manage.
OFSC
Resource Types
A set of characteristics that you can apply to a resource. Default Resource Types
are Groups, Buckets, and Resources. See Group, Bucket, and Resource for more
Platform
Acronym / term
Definition
information. If you want to change the Resource Types that you use in OFSC,
contact TOA support.
OFSC
Route
A list of activities assigned to a resource for a specific date, or a list of nonscheduled activities assigned to a resource.
OFSC
Route by Inventory
A concept within OFSC that limits routing options based on each resource's trunk
stock and those activities associated with non-serialized inventory.
OFSC
Routing
The act of assigning activities to resources. OFSC routes activities to resources
using a sophisticated algorithm that considers a number of factors including OFSC
calendars, work zones, and work skills.
OFSC
Routing Plans
Provides the rules that OFSC uses to route activities to resources. Routing plans
work together with the other OFSC components to apply your business goals and
strategies to the routing process.
OFSC
Routing Profiles
Containers that hold routing plans. Routing Profiles can be assigned to buckets.
You can use Routing Profiles to assign several routing plans at once.
OFSC
Scheduled Activity
An activity that is assigned to a particular day and a particular time slot.
OFSC
Scheduled, Not Ordered
Activity
An activity that is assigned to a particular day, but is not assigned to a particular
time slot.
OFSC
Serialized Inventory
Inventory parts that are unique and cannot be decremented based on a route's
activities. See also: Non-serialized inventory, Required inventory.
OFSC
Service Level Agreement
The time window that the activity must be completed in. This window is promised
to the customer.
OFSC
Service Window
The time window that the activity must be started in. This window is promised to
the customer. This time frame is longer than the Delivery Window.
OFSC
Shifts
Patterns of working time. You can create separate shifts for each of the different
working time patterns within your organization.
OSvC
SLA
Service Level Agreement. A contract-based definition between a service provider
and customer that articulates service response time. SLA contract terms can vary
significantly and are related to the entitlements a customer has with regard to
“initial response”, on-site presence, resolution, etc and may be contractually
associated with customer name, address, or to a specific asset. The customer
may also have “available hours” when service can be provided so a “24-hour SLA”
may only have 8 “available hours” for a service representative to be on-site.
OFSC
SmartCollaboration
A separate module for OFSC that provides a real-time, context-aware
collaboration tool for all OFSC users. A user can, for example, locate nearby,
working resource and share details about a resource, activity, or inventory item.
Also, Smart Collaboration supports a confirm-receipt process for moving an
activities or inventory which is always valuable but even more so when resources
are in remote locations and potentially off line.
OFSC
SmartLocation
Smart Location uses geo-location information to display a resource’s actual
location on a map in real time. In addition, the feature can compare the resource’s
actual route to the projected route within OFSC. Resource location can be derived
either from a vehicle-installed GPS device communicating via API to OFSC and /
or through a GPS-enabled mobile phone with an open HTML5 browser.
OFSC
Statistical Parameters
A screen in OFSC where you can configure the elements used when collecting
and analyzing statistics. OFSC uses statistical data on actual activity and travel
duration to calculate estimated time of arrival and delivery window. Additionally,
Routing uses the statistics to assign activities to resources in the most effective
manner.
OFSC/OSvC
Status
A term with specific and different meanings depending on the OFSC module used.
l Capacity and Quota management status refers to a specific work zone and
whether it is open or closed.
l Smart Manage and Smart Mobility, the term "activity status" (but sometimes
shortened to "status") refers to whether a routed job is pending, started,
completed, not done, suspended, canceled, or deleted.
See also: Activity Status for more information.
Platform
Acronym / term
Definition
OFSC
Suspend
An activity status that allows an activity to be postponed if the work cannot be
completed right away. Suspend allows the activity to be completed at a later time
during the day. For activities that cannot be completed in the same day. See Not
Done Activities for more information.
OFSC
Team Leader
In a Teamwork activity, the resource who is being assisted. In the Resource Tree,
the arrow points to the Team Leader. See Teamwork on page 70 and Assistant for
more information.
OFSC
Teamwork
An activity that is performed by two resources. One resource is the Team Leader
and the other resource is the Assistant. See Team Leader and Assistant for more
information.
OFSC
Technician
A resource that performs technical services on behalf of the company.
OFSC/OSvC
Time Slots
Intervals that define when an activity has to be started; this time is typically agreed
to between the customer and client.
l A fixed service window defined with a name and label, specifying when certain
types of activities can be performed.
l Service Window (if the activity type does not support time slots)
OFSC
Time View
A view of the day’s activities for the selected resource, group or bucket on a Gantt
table. Activities are displayed on timelines, with each activity as a block of time.
OFSC
Travel Areas
Define the maximum allowed travel territory for a company.
OFSC
Trigger
Code that executes before or after specific data manipulation.
OFSC
Truck
A default Resource Type. See Resource Type for more information.
OFSC
Trunk Stock
Inventory carried in a vehicle. See Inventory pools) for more information.
OFSC
Unscheduled Activity
An activity that could take more than one day to complete.
OFSC
Used
A term in Capacity and Quota management representing the duration of all
activities booked for the selected day, time slot or capacity category.
OFSC
Used Quota Percentage
The percentage of the quota used by the booked activities.
OFSC
User
A person who uses OFSC, or an entity used for authentication and authorization,
allowing people or external software to access OFSC.
OFSC
Visit
A group of activities that are all performed at the same location on the same day.
OFSC
Web Services Description
Language
WSDL, an XML-based interface description language that is used for describing
the functionality offered by a web service. A WSDL description of a web service
(also referred to as a WSDL file) provides a machine-readable description of how
the service can be called, what parameters it expects, and what data structures it
returns.
OSvC
Customer Portal (CP)
Service Cloud Customer Portal is a framework for building the end user pages on
your Service Cloud site. http://Rightnow.com/developer-documentation-CustomerPortal
OSvC
CP Widget
A widget is an encapsulated part of a page within the OSvC Customer Portal that
serves a specific purpose. Within CP, pages are made up of several widgets (e.g.,
navigation, search, reports, etc.)
OSvC
Connect Web Services for
SOAP (CWSS)
A SOAP 1.1 compatible API based on the Connect Common Object Model.
http://community.Rightnow.com/developer/fileexchange/Connect_Web_Services_f
or_SOAP_February_2011/Default.htm
OSvC
Connect PHP (CPHP)
A PHP API based on the Connect Common Object Model. This can only be used
from PHP code running on a RN server. http://Rightnow.com/developerdocumentation-Connect-PHP
OSvC
Managed API
A managed API will be backward compatible and provide “like-for-like”
functionality when upgrading. Some examples of managed APIs are APIs built on
CCOM (CWSS, CPHP, etc), Desktop Add-In Framework, and Customer Portal.
OSvC
Add-In Framework
Service Cloud Desktop Add-in Framework is a framework for creating components
which can interact with the Service Cloud desktop application. These components
are built in .Net and can interact in various locations within the application
including workspaces, dashboards and the navigation set.
Platform
Acronym / term
Definition
Documentation: http://Rightnow.com/developer-documentation-Connect-Add-InFramework
OSvC
OSvC Site
A “site” is a collection of interfaces that have shared data (most commonly
answers). A site has ONE database that the interfaces share. The version of
Service Cloud CX being used is tied to the site, so all interfaces on the site will be
running the same version of Service Cloud CX.
OSvC
Custom Business Objects
(CBO)
The ability to create “custom business objects” was added in the November 2011
release of RN CX. This feature provides the ability to create custom objects in the
RN CX system. These objects are fully integrated into RN CX. They are available
via the Connect Web Services (CWS)
This replaces custom tables, custom schema, and custom APIs to interact with the
custom tables. Custom tables should not be used. If a situation arises where they
are required, an exception from the ARC (Architecture Review Committee) will be
required.
Documentation: http://crm.Rightnow.com/app/answers/detail/a_id/4185
OSvC
Work Order
OSvC
Work Order Override
Request
Function that allows one profile (example: CSR) to only schedule a Work Order
against time slots that are green or yellow color (color based on JSON file
settings) while another profile (example: Manager) can schedule for time slots that
are green, yellow and red color.
OSvC
Work Order Override
Assigned To
Provides a profile without override privileges the ability to search for an assign a
user with appropriate privileges the task of scheduling an appointment for a date
and time slot that is already “red”. Note: any user with appropriate privileges can
perform an override and it does not need to be the one person to whom the
override is assigned.
OSvC
Work Order Area
OSvC
Work Order Status
One of seven different attributes assigned to a Work Order:
»
»
»
»
»
»
pending
started
completed
suspended
not done
canceled
OSvC
Work Order Asset
Customer owned products associated with a specific Work Order.
OSvC
Work Order Duration
Either an estimate for the amount of time a Work Order will take or an actual
amount of time a Work Order did take.
OSvC
Work Order Resolution
Due
When Service Level Agreements (SLAs) are associated with Work Orders, this
OSvC capability (only available in OSvC 15.2 or later) provides OFSC a time for
when the work must be completed.
OSvC
Work Order Cancel
Reason
When an OSvC user no longer requires a Work Order to be performed, the Work
Order can be removed from the OFSC bucket (except for a placeholder artifact
that is left for reference). When the event occurs, a documented rationale (or
reason) is required.
OSvC
Work Order Reschedule
Reason
When an OSvC user wishes to change the time of a Work Order, a documented
rationale (or reason) is required.
OSvC
Work Order Date
Day of the month when a Work Order is scheduled (does NOT include time slot).
OSvC
Work Order Time Slot
Intervals that define when a Work Order must be started; this time is typically
agreed to between the customer and client and can vary depending on Work
Order Type.
OSvC
Work Order Contact
An individual (commonly 18 years old or older) for whom the Work Order is
scheduled. Typically, this individual has attributes that include phone number(s),
address, and email.
OSvC
Work Order Contact
Email
The Simple Mail Transfer Protocol (SMTP) address for a contact associated with a
Work Order.
Acronym / term
Definition
OSvC
Platform
Work Order Contact
Phone
A number assigned to a contact that is used to call that person (assumption is that
this is a land-line device).
OSvC
Work Order Contact
Mobile Phone
A number assigned to a contact that is used to call that person (assumption is that
this is a mobile device).
OSvC
Work Order Contact
Street
The location details (including house number) for a contact associated with the
lowest location level of location specificity (ex: “138 Elm Court”).
OSvC
Work Order Contact City
An area that has a name and defined boundaries, within which a Work Order
Contact resides (or where the activity will take place)
OSvC
Work Order Contact
Province/State
The administrative division with defined boundaries and a higher level of location
specificity than either City or Street within which a Work Order’s activity will occur.
OSvC
Work Order Contact
Postal Code
A state-assigned numeric code that defines a geographic area (sometimes called
zip code, postal code, pincode, etc).
OSvC
Work Order Delivery
Window Start
The earliest time by which the activity on a Work Order is estimated to start.
OSvC
Work Order Delivery
Window End
The latest time by which the activity on a Work Order is estimated to start.
OSvC
Work Order External ID
A unique reference (key) value generated by OFSC specific to an activity.
OSvC
Work Order Booked Time
The estimated amount of time that a Work Order should take (including activity
and driving time) associated with a Work Order and removed from OFSC
“available quota” calculations.
OSvC
Work Order Incident
A one-to-many parent structure for a Work Order.
OSvC
Work Order Case Note
A field that moves one direction (from OSvC to OFSC) that provides information
about a Work Order to users of OFSC.
OSvC
Work Order Field Service
Note
A field that moves one direction (from OFSC to OSvC) that provides information
about a Work Order to users of OSvC.
OSVC
Work Order Reminder
Time
The amount of time before a mobile resource arrives to an end-customer’s site
that a predictive notification should be sent.
OSvC
Work Order Type
A customer configuration specific attribute which is associated with skills and other
specifics within OFSC.
OSvC
WO_Type_Code
Unique identifier (key) attribute associated with an activity in OFSC.
OSvC
Work Order Type
Inventory
Trunk stock asset requirements associated with a specific type of work.
OFSC
Work Schedules
Work schedules are templates made up of a combination of shifts and nonworking times. When grouped as a work schedule, these shifts and non-working
times can be applied all at once to a bucket or to an individual resource. To
change, add, or remove Work Schedules, contact TOA support.
OFSC
Work Skill
Work skills are sets of skills or competencies that resources are qualified to
perform. Companies may have different access levels to affect Work Skills. If you
are unable to change, add, or remove Work Skills, contact TOA support.
OFSC
Work Skill Conditions
The data that OFSC uses to assign work skills to activities.
OFSC
Work Skill Levels
OFSC matches resources to activities through shared work skills and work skill
levels. As a result, the way you configure work skills and work skill levels has a
direct impact on the matches that OFSC creates between resources and activities.
l An activity that a resource is qualified to perform (resource property)
l The qualification required to perform an activity (activity property)
OFSC
Work Zone
The defined geographical area in which a resource can perform an activity.
OFSC
Work Zone Dictionary
A screen in OFSC where Work Zones are defined. The Work Zone Dictionary lists
all defined work zones and their associated keys. To add, change, or remove work
zones, contact TOA support.
OSvC
Work Order
OSvC
Work Order Override
Function that allows one profile (example: CSR) to only schedule a Work Order
against time slots that are green or yellow color (color based on JSON file
Platform
Acronym / term
Definition
Request
settings) while another profile (example: Manager) can schedule for time slots that
are green, yellow and red color.
OSvC
Work Order Override
Assigned To
Provides a profile without override privileges the ability to search for an assign a
user with appropriate privileges the task of scheduling an appointment for a date
and time slot that is already “red”. Note: any user with appropriate privileges can
perform an override and it does not need to be the one person to whom the
override is assigned.
OSvC
Work Order Area
OSvC
Work Order Status
One of seven different attributes assigned to a Work Order:
pending
started
completed
suspended
not done
canceled
OSvC
Work Order Asset
Customer owned products associated with a specific Work Order.
Oracle Corporation, World Headquarters
Worldwide Inquiries
500 Oracle Parkway
Phone: +1.650.506.7000
Redwood Shores, CA 94065, USA
Fax: +1.650.506.7200
CONNECT W ITH US
blogs.oracle.com/oracle
facebook.com/oracle
twitter.com/oracle
oracle.com
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. This document is provided for information purposes only, and the
contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other
warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or
fitness for a particular purpose. We specifically disclaim any liability with respect to this document, and no contractual obligations are
formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any
means, electronic or mechanical, for any purpose, without our prior written permission.
Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.
Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and
are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are
trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark of The Open Group.0115
White Paper Title
January 2015
Author: [OPTIONAL]
Contributing Authors: [OPTIONAL]

Oracle Service Cloud/Field Service Cloud Reference Integration

Transcription

Similar documents

January 2015 - ZATIS TECHNOLOGY GROUP

AppRiver - Franchise services Inc.

Providing comPrehensive, Personalised solutions for high net worth

Creative Cloud: for a community storm

Xactimate version 28

Green lights for cloud computing

SCE 093 Twentieth Century Fox

Inphi High Performance Analog Solutions for Cloud Computing

Custom Fitting Custom Fitting