Posts

  • Todd
    Work Zone Id for Resource2
    Topic posted June 25, 2018 by Todd Bronze Medal: 1,250+ Points in Field Service Forum > Field Service public
    Title:
    Work Zone Id for Resource
    Content:

    We have a use case where the mobile techs on occasion will create activities in OFSC and and assign to themselves.  We are integrating with OSVC and everything works fine when the activity is created in OSVC because of having the ID in source system for updates.  When we create the activity in OFSC there is no source system ID so we are creating the activity in OSVC when this occurs.  However, we do need to pass the bucket ID where this resource is working.  I can't seem to find this field to send in the message, the API documentation references a parentresourceid and when testing using this we do in fact get the bucket id because it is the parent of the resource.  Is this field not available to pass in outbound message and is only available in the API?   

    Thanks

  • Todd
    Mandatory or Required Field Condition2
    Topic posted June 21, 2018 by Todd Bronze Medal: 1,250+ Points in Field Service Forum > Field Service public
    Title:
    Mandatory or Required Field Condition
    Content:

    We are wanting to make a certain custom field mandatory on the Add Activity, if the activity is of Customer type make it mandatory and be optional if it is an Internal activity.  I know there are visibility setting and conditions that can be done but is there a way to do the same making a field mandatory or not based upon conditions specified above?

    Thanks

  • Todd
    Text Field To Number Issue7
    Topic posted February 1, 2018 by Todd Bronze Medal: 1,250+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Text Field To Number Issue
    Content:

    We have a reporting requirement that is giving me trouble.  We have a custom test field that is populated with a duration in either whole numbers or decimal.  For example, values could be 1, 2.5 or .5 etc but will not have more than one decimal place so I converted it to a number and used the functions in this post https://cx.rightnow.com/app/answers/detail/a_id/5570. 

    This function to_number(incidents.c$custom_field) + to_number(substr(incidents.c$custom_field, instr(incidents.c$custom_field, '.') + 1))/100 results in the actual number being changed as seen in Duration1 column of attachment.

    This function to_number(incidents.c$custom_field) + to_number(substr(incidents.c$custom_field, instr(incidents.c$custom_field, '.') + 1))/power(10, length(substr(incidents.c$custom_field, instr(incidents.c$custom_field, '.') + 1))) results in the actual number being changed also as seen in Duration2 column of attachment.

    I have been struggling with the proper function so that the number is not transposed and show the actual number if it is a whole number without any decimals and if the Duration is a decimal with only one decimal 0.5 or 0.2 also so that I can make further calculations as a number.  Screenshot attached of the report issues with columns. 

    Any help would be appreciated.

    Thanks

     

    Image:
  • Todd
    Thread Sequence and Private Notes2
    Topic posted January 31, 2018 by Todd Bronze Medal: 1,250+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Thread Sequence and Private Notes
    Content:

    I have been wrestling around with a report and was wondering if anyone out there has any ideas or encountered it before.  I have a report that is simple and totals the amount of incidents created over a time period, pretty straightforward.  What I need is to exclude any incidents that were created in the console where the first entry in the message thread is a Private Note.  I have tried various combinations of the sequence and notes on the thread table but so far no luck.  

    Thanks

  • Todd
    Time in Status - Business Hours1
    Topic posted January 23, 2018 by Todd Bronze Medal: 1,250+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Time in Status - Business Hours
    Content:

    The Time in Status report from the cookbook post https://cloudcustomerconnect.oracle.com/posts/217d3f8d00 is great and have been looking for something like this for a while.  However, in our case we would like to display the duration in (Relative Time) business hours and not (Absolute Time) total time?

  • Todd
    No Time Slot and Non-Ordered activities5
    Topic posted January 18, 2018 by Todd Bronze Medal: 1,250+ Points in Field Service Forum > Field Service public
    Title:
    No Time Slot and Non-Ordered activities
    Content:

    We have a unique implementation in that we need the mobile resources to have the flexibility to work on activities in random order so that if they have 6 activities for the day they need ability to work on the 4th one at the beginning of the day and so on.  Also, the repairs/work that they are doing is mostly at a centralized location and not actually driving from one activity to another.  So our upstream system is creating all activities as non-ordered but we noticed that when dispatchers are moving activities they currently can drag/drop more activities to a mobile resource than their 8 hr shift without any overtime warning.  I was expecting the system to warn of overtime if moving 12 hrs worth of activities to a resource's 8 hr shift.  Is this possible with us not using time slots and having activities as not ordered for overtime warning to popup?

    Help is appreciated.

  • Todd
    Export List of all Activity Types with ID3
    Topic posted December 19, 2017 by Todd Bronze Medal: 1,250+ Points in Field Service Forum > Field Service public
    Title:
    Export List of all Activity Types with ID
    Content:

    I have looked around and unable to find a way to export out of OFSC.  We have quite a few Activity Types and ss there an easy way to export out a list of Activity Types and their ID's?

     

    Thanks

  • Todd
    Night Shift Activities4
    Topic posted December 18, 2017 by Todd Bronze Medal: 1,250+ Points in Field Service Forum > Field Service public
    Title:
    Night Shift Activities
    Content:

    We are currently in testing and have many shift with some being overnight.  Those overnight shifts are assigned to mobile techs and when they start an activity before midnight when they go back to activity to complete it is locked down and not available to be changed.  Is there a setting or something for those overnight activities to be worked just as the other day shift ones?

    Input greatly appreciated.

    Thanks

  • Todd
    Category and Disposition Link Order1
    Topic posted October 25, 2017 by Todd Bronze Medal: 1,250+ Points in B2C Service > Agent Desktop public
    Title:
    Category and Disposition Link Order
    Content:

    We are enabling both linking and have quite a few redundant Categories and Dispositions but want them in different order.  For example, we have Category Payment that will be linked to several Products but we would like to prefer the order of how it is displayed in console drop down as well as the way we display on the portal.  In testing when we do this and link Payment to many Products for Product A it may show as #3 in the list along with other options that are also linked and for Product B it will show as #6 in that list along with the other linked options.  So we are trying to have the flexibility to display Payment in any order we wish.  I realize that I can probably drag/drop the categories around but it will always change the order of other ones.  Am I forced to enter Payment multiple times and link separately in order to achieve this?

    Thanks

     

  • Todd
    Multiple File Attachments in OFSC2
    Topic posted October 5, 2017 by Todd Bronze Medal: 1,250+ Points in Field Service Forum > Field Service public
    Title:
    Multiple File Attachments in OFSC
    Content:

    We have a requirement to upload multiple attachments to an Activity.  I realize we could create multiple File type properties but was curious if anyone has done it any other way to accomplish more that 1 attachment upload.

     

    Thanks