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  • Vi Giout
    Limit which user types a user type can edit their...3
    Topic last edited March 18, 2019 by Vi GioutBronze Medal: 1,250+ Points, tagged Configuration 
    Title:
    Limit which user types a user type can edit their configuration?
    Summary:
    Is there a way to limit for which users types a user type can edit their configuration?
    Content:

    Is there a way to limit for which users types a user type can edit their configuration?

  • Kaviarasu K
    Notify Technician 30 minutes before end of SLA end time1
    Topic posted February 12, 2019 by Kaviarasu K, tagged Collaboration 
    Title:
    Notify Technician 30 minutes before end of SLA end time
    Summary:
    Notification need to be sent 30 mins before end of sla end time
    Content:

    Hi Experts,

    We need to notify technician 30 mins before end of sla end time via collaboration window. 

    We have tried with "SLA Window Warning" launch condition, but it seems to be triggering at the time of SLA end. We do not see an option to trigger it 30 minutes before end of sla time.  

    Document says that we can set threshold parameter but not sure where to set it.

    " Configure this trigger using the threshold parameter ( hours/minutes) near the SLA window warning trigger selector on the Notification Triggers screen. It defines the number of minutes before the end of the SLA window that is used in the condition. "

    Could you please let me know your comments if someone implemented this scenario. Thanks in advance.

    Best Regards,

    Kaviarasu K

    Version:
    18D
  • Vi Giout
    Set modified field with current datetimeAnswered7
    Topic posted February 4, 2019 by Vi GioutBronze Medal: 1,250+ Points, tagged Configuration 
    Title:
    Set modified field with current datetime
    Summary:
    Set modified field with current datetime
    Content:

    We are changing with internal messages some values of our Activities based on different events (activity started, suspended, passed the ETA, not done etc) and we would like to update each time the field modified to contain the date and time of the change. 

    We havent found the way to do exactly that. We have thought of using predefined fields such as start time but this only shows time and not the date.

  • Esteban Olivas
    Element "Image" doesn't open the camera4
    Topic posted February 8, 2019 by Esteban OlivasRed Ribbon: 250+ Points, tagged Configuration, Mobility / Mobile Apps 
    Title:
    Element "Image" doesn't open the camera
    Summary:
    Image Element doesn't allow the user to take a photo from camera application.
    Content:

    The user needs to take a picture at the end of an activity but the image element just allows to the user to choose an image from the photo roll which is not correct. I upload a capture from the configuration that I made according to the user's documentation. https://docs.oracle.com/en/cloud/saas/field-service/19a/faadu/configuring-oracle-field-service-cloud.html#t_create_a_file_property

    Image:
  • Chris Phillips
    Considering Travel times using Capacity5
    Topic posted February 28, 2019 by Chris PhillipsSilver Medal: 2,000+ Points, tagged Capacity / Quota 
    Title:
    Considering Travel times using Capacity
    Summary:
    How to consider the location of activities already booked using capacity
    Content:

    Hi all,

    For those community members using the Capacity module in OFSC, im wondering if you can assist...

    My organisation is currently exploring the use of Capacity in order to book customer facing appointments. We have opted for Availability based booking which will return to our external booking system availability based on Quota and Capacity.

    Based on my understanding of availability based capacity, i know that it will consider what resource's time has already been consumed by previously booked activities, which are either routed or remain in the parent bucket.

    But in order to try and minimise operational costs through travel, I was hoping that there is a way that we can return "preferential" options to our booking system based on where previous activities have been booked.

     

    So for illustration... 

    On Monday we have 3 activities booked for Location A

    On Tuesday we have 3 activities booked for Location B

     

    A new customer requires an appointment at Location A. 

    Based on Quota and resource capacity, we are still able to offer either Monday or Tuesday to the customer. From my experience so far, both days will be returned to our booking system with no indication to say it would actually be more preferable to book the activity for Monday as our resource will already be in Location A on that day.

     

    Ultimately, we can attend to the customer on either day, but from an efficiency perspective, it makes more sense for us to suggest Monday to the customer.

     

    I hope that illustration makes sense. 

     

    My question would be, are there any experienced users in the community who have tackled this challenge when using capacity? If so, can you share potential options?

    Looking forward to a response on this one.

     

    KR

    Chris 

    Version:
    19A
  • Adam
    Integrating OFSC with ICS1
    Topic posted February 13, 2019 by AdamSilver Medal: 2,000+ Points, tagged API / Integration, Configuration 
    Title:
    Integrating OFSC with ICS
    Summary:
    how to trigger activityUpdated and formSubmitted events
    Content:

    We are integration our OFSC instance with ICS. Currently the integrations based on OFSC Adapter are working fine. 

    We also need to trigger integrations flow in ICS based on certain activity field update and new custom form submit event. We subscribed to these events and here is the current state of the events:

    {
        "totalResults": 5,
        "items": [
            {
                "subscriptionId": "68812128a01ca848fe07ecd1811b47af86b3ebdb",
                "applicationId": "8a3ec2b3641593a3925e6490bc284dae68f09936",
                "createdTime": "2019-02-11 07:43:59",
                "expirationTime": "2019-02-15 09:29:49",
                "subscriptionConfig": [
                    {
                        "events": [
                            "activityCreated"
                        ]
                    }
                ],
                "links": [
                    {
                        "rel": "canonical",
                        "href": "https://api.etadirect.com/rest/ofscCore/v1/events/subscriptions/68812128a01ca848fe07ecd1811b47af86b3ebdb"
                    }
                ]
            },
            {
                "subscriptionId": "6d66d554713cd1edcfdd18de55b476fd776b88e6",
                "applicationId": "8a3ec2b3641593a3925e6490bc284dae68f09936",
                "createdTime": "2019-02-11 04:41:58",
                "expirationTime": "2019-02-15 09:29:39",
                "subscriptionConfig": [
                    {
                        "events": [
                            "activityUpdated"
                        ]
                    }
                ],
                "links": [
                    {
                        "rel": "canonical",
                        "href": "https://api.etadirect.com/rest/ofscCore/v1/events/subscriptions/6d66d554713cd1edcfdd18de55b476fd776b88e6"
                    }
                ]
            },
            {
                "subscriptionId": "7cba91e61aae015d69d86dd91a006cc090372a87",
                "applicationId": "8a3ec2b3641593a3925e6490bc284dae68f09936",
                "createdTime": "2019-02-11 17:08:24",
                "expirationTime": "2019-02-14 09:03:49",
                "subscriptionConfig": [
                    {
                        "events": [
                            "formSubmitted"
                        ]
                    }
                ],
                "links": [
                    {
                        "rel": "canonical",
                        "href": "https://api.etadirect.com/rest/ofscCore/v1/events/subscriptions/7cba91e61aae015d69d86dd91a006cc090372a87"
                    }
                ]
            },
            {
                "subscriptionId": "948470d2a76f8c6161cc0065e990a7d336251ecf",
                "applicationId": "8a3ec2b3641593a3925e6490bc284dae68f09936",
                "createdTime": "2019-02-12 12:00:47",
                "expirationTime": "2019-02-15 10:21:43",
                "subscriptionConfig": [
                    {
                        "events": [
                            "activityCompleted"
                        ]
                    }
                ],
                "links": [
                    {
                        "rel": "canonical",
                        "href": "https://api.etadirect.com/rest/ofscCore/v1/events/subscriptions/948470d2a76f8c6161cc0065e990a7d336251ecf"
                    }
                ]
            },
            {
                "subscriptionId": "c6f384244d67509c52da700c22245bcddf4e3d31",
                "applicationId": "8a3ec2b3641593a3925e6490bc284dae68f09936",
                "createdTime": "2019-01-09 10:46:23",
                "expirationTime": "2019-02-15 10:16:47",
                "events": [
                    "activityCompleted",
                    "activityCreated"
                ],
                "links": [
                    {
                        "rel": "canonical",
                        "href": "https://api.etadirect.com/rest/ofscCore/v1/events/subscriptions/c6f384244d67509c52da700c22245bcddf4e3d31"
                    }
                ]
            }
        ],
        "links": [
            {
                "rel": "canonical",
                "href": "https://api.etadirect.com/rest/ofscCore/v1/events/subscriptions"
            }
        ]
    }

    Following request is used to create formSubmitted event:

    {
        "subscriptionConfig":[
            {
                "events" : ["formSubmitted"],
     
                "formIdentifier" : [
                    "formLabel"
                ],
    "pushTo": 
    {
    "url": "https://oicsdev-badgerdaylighting.integration.ocp.oraclecloud.com/ic/api/integration/v1/flows/rest/RECEIVEOFSCEVENTREST/1.0/"
    }
            }
        ]
    }
     
    For update activity following is the payload:

    {
        "subscriptionConfig":[
            {
                "events" : ["activityUpdated"],

                "monitorChanges" : [
                    "Dispatcher_Comments"
                ],
                "fields" : [
                    "Dispatcher_Comments"
                ]
            }
        ]
    }

    But only activityCreated and activityCompleted events are being triggered. 

    On the ICS side we are using REST trigger and invoke connector.

    Thanks

    Version:
    19A
  • Adriana Coronel
    How can I get notifications on Facebook when I answer an...3100%
    Topic posted February 28, 2019 by Adriana Coronel, tagged Configuration 
    Title:
    How can I get notifications on Facebook when I answer an incident?
    Summary:
    I do not see notifications on Facebook when answering an incident
    Content:

    When I generate an incident from Facebook it is created correctly and I can see everything in the Agent's portal. At the time of answering, I can not see a notification on Facebook that tells me that I was answered, but I can see the answer if I am constantly monitoring the incident's history.

    Can this be done? What facebook notify me when my incident was updated / answered?

    I know that by email if a notification arrives, but my client needs this requirement.

    regards

    Version:
    18B
  • Antero Makinen
    Filling survey only once in a while or in the beginning of...Answered2
    Topic posted February 8, 2019 by Antero MakinenRed Ribbon: 250+ Points, tagged Mobility / Mobile Apps 
    Title:
    Filling survey only once in a while or in the beginning of day
    Content:

    Hey everyone!

    We have a safety survey that is filled in the beginning of every activity. It is losing its meaning and power, because technicians' are getting bored by the survey and just quickly click through the whole survey.

    Is there a way to randomize the Form to be asked only once in a while, for example every 5th activity? Or maybe even only in the beginning of the technician's day (Can I add it to "activate route" -action)? 

    Is there something the upcoming Forms & Plugins feature could help us with?

    Thanks in advance!

    Regards,

    Antero

    Version:
    18D
  • Anil Kumar
    Start Manually Link missing under Manual Routing Plan in...3
    Topic posted February 20, 2019 by Anil KumarBlue Ribbon: 750+ Points, tagged Configuration, Routing / Optimization 
    Title:
    Start Manually Link missing under Manual Routing Plan in OFSC
    Summary:
    Start Manually Link missing under Manual Routing Plan in Fresh OFSC Client Applicaiton
    Content:

    Hi,

    I have configured Routing Plans (Manual & Automatic) in my Fresh OFSC Client Application. But the link "Start Manually" is missing for Manual Routing Plan. Please help me to make it visible for Manual Routing. Screenshot is attached for your reference.

    Thanks,

    Anil

    Version:
    18D
    Image:
  • Erica (Leep) Anderson
    CX Heroes for Modern CX 2019 is Live!100%
    Topic posted February 20, 2019 by Erica (Leep) AndersonBlack Diamond: 60,000+ Points 
    Title:
    CX Heroes for Modern CX 2019 is Live!
    Content:

    Greetings Oracle Field Service customers!

    To help you make the most of Modern Customer Experience and recognize you for your success and expertise, we are pleased to announce our 2019 CX Heroes program. This year, we are expanding the program to include more activities and access to all conference attendees.

    So what are you waiting for? Begin your journey in the Oracle CX Hero Hub today. Get excited for Modern Customer Experience, network with fellow attendees, find opportunities to share your success and expertise, and have fun along the way. A few examples of activities include:

    • Suggest, or lead, a Meetup with your peers.
    • Show off your expertise, and see if you get selected for a video interview onsite; plus get a free, polished asset for your LinkedIn profile.
    • Enter for a chance to meet the band or celebrity speakers.
    • Participate in a virtual Vegas-themed “slot machine” scavenger hunt.
    • And more!

    Your Hero Hub experience doesn’t end online. Our onsite CX Hero Hub lounge will be back by popular demand in Vegas. Stop by to get a professional headshot, connect with your peers in Meetups, sample delicious goodies from Oracle customers (including Lindt chocolates and Keurig coffee!), and learn more about the Oracle CX Hero Hub.

    The Oracle CX Hero Hub awaits you on Level 3 of the Mandalay Bay South Convention Center:

    • Tuesday: 4:00pm - 7:00pm PDT

    • Wednesday: 8:30am - 6:00pm PDT

    • Thursday: 8:00am - 3:30pm PDT

    While the online Hero Hub and onsite lounge are open to all event attendees, we are excited to recognize and thank event attendees who are speaking at Modern Customer Experience or who were nominated for a 2019 Markie Award. We will notify them about their official CX Hero status and explain how to access exclusive opportunities within the Oracle CX Hero Hub and onsite prior to the conference.                  

    See you in the Oracle CX Hero Hub and onsite at Modern CX!

    Best,

    Erica, Oracle CX Advocacy

    Image: