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  • Antero Makinen
    Change Activities in GroupsAnswered2
    Topic posted February 7, 2019 by Antero MakinenBlue Ribbon: 750+ Points, tagged Configuration, Dispatch Functionally 
    Title:
    Change Activities in Groups
    Summary:
    Updating fields with mass change works stupidly
    Content:

    Hey, 

    We noticed a quite stupid way in the "Change Activities in Groups" feature (https://docs.oracle.com/en/cloud/saas/field-service/18d/facmu/working-with-activities.html#t_changeActivitiesInGroups).

    We have multiple fields in the Change Activities in Groups feature, but most of the time we only want to change one or two of them instead of all the fields. Now it clears the fields that have no information inserted in the "Change window", please see the attached image for more clarification.

    I made a quick fix for this by removing all the other fields but the one that is most used.

    I just want to ask, is this working as intended that it clears the fields, or is there a bug? Let me know how you guys use this feature.

     

    Version:
    18D
    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
  • Anil Kumar
    Custom Action Name is not visible in Screen layout9
    Topic posted February 7, 2019 by Anil KumarBlue Ribbon: 750+ Points, tagged Configuration, Mobility / Mobile Apps 
    Title:
    Custom Action Name is not visible in Screen layout
    Summary:
    Custom Action Name is not visible in Book New Activity Screen layout
    Content:

    Hi,

    I have created an Action Name as shown in the attached screenshot and associated the Action Name as button into Book Activity Screen in the Version 18D. But after the instance upgrade to 19A, i was not able to see the custom button on Book Activity Screen and also i was not able to find the Actions Tab in Screen Layout to add it again. Please find the two screenshots (Action Screen & Book Activity Screen Layout) attached for your reference.

    Thanks,

    Anil

    Version:
    19A
    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:
  • 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:
  • Antero Makinen
    Filling survey only once in a while or in the beginning of...Answered2
    Topic posted February 8, 2019 by Antero MakinenBlue Ribbon: 750+ 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
  • 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
  • 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
  • Vi Giout
    Limit which user types a user type can edit their...3
    Topic posted February 25, 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?

  • Anil Kumar
    Missing Action Links in the latest release 19AAnswered7
    Topic posted February 7, 2019 by Anil KumarBlue Ribbon: 750+ Points, tagged Configuration, Mobility / Mobile Apps 
    Title:
    Missing Action Links in the latest release 19A
    Summary:
    Not able to find Action Links in the latest Release 19A
    Content:

    Hello,

    In the latest version 19A, OFSC introduced new section "Forms & Plugins" where we can create new forms/screens and manage plugins. But i was not able to find the Action Links. In previous version 18D we used to create Actions Links and associate Plugins to these links in Action Management Section. Screenshots of both the versions mentioned above are attached for your reference. Please help me.

    Thanks,

    Anil

     

    Version:
    19A
    Image:
    Document: