FS Implimentaion Guide r12

Oracle Field Service
Implementation Guide
Release 12.1
Part No. E12786-04
August 2010
Oracle Field Service Implementation Guide, Release 12.1
Part No. E12786-04
Copyright 2009, 2010, Oracle and/or its affiliates. All rights reserved.
Primary Author: Ashita Mathur, Rinku Mohapatra
Contributor: Archana Singh, Irshad Pananilath, Ramakanth Chintala, Ramesh Kamasamodram, Srinivas
Ramakuri, Vasanth Terrance
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Contents
Send Us Your Comments
Preface
1 Introduction
Oracle Field Service Suite Overview........................................................................................ 1-1
Oracle Field Service Overview.................................................................................................. 1-4
2 Architectural Overview and Technology Requirements
Architectural Overview............................................................................................................. 2-1
Software and Hardware Requirements.................................................................................... 2-5
3 Mandatory and Conditional Dependencies
Field Service Mandatory Dependencies................................................................................... 3-1
Field Service Conditional Dependencies................................................................................. 3-2
Advanced Scheduler Mandatory Dependencies...................................................................... 3-3
Advanced Scheduler Conditional Dependencies.....................................................................3-3
4 Performance Requirements and High Availability
About High Availability........................................................................................................... 4-1
About Mapping Responsibilities............................................................................................. 4-2
Seeded Responsibilities........................................................................................................ 4-2
Mapping Responsibilities..................................................................................................... 4-3
Concurrent Programs Supported in Field Service in High Availability .................................4-3
User Actions Supported in High Availability.......................................................................... 4-3
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5 E-Business Suite Application Implementation Tasks
Summary of E-Business Suite Implementation Tasks............................................................. 5-1
Setting Up the System Administrator ...................................................................................... 5-3
Defining Key Flexfields ........................................................................................................... 5-4
Defining Calendars, Currencies, and Set of Books ................................................................. 5-6
Defining a Calendar............................................................................................................. 5-6
Defining Currencies............................................................................................................. 5-7
Defining a Set of Books........................................................................................................ 5-7
Opening and Closing Accounting Periods.................................................................... 5-7
Confirming Setup of Territory Manager.................................................................................. 5-7
Setting up Field Service Customers and Resources................................................................. 5-8
Confirming Setup of Customer Model 11i (TCA)................................................................ 5-8
Confirming Setup of Employees ......................................................................................... 5-9
Confirming Setup of Resources............................................................................................5-9
Confirming Setup of Calendar........................................................................................... 5-10
Defining a Calendar.................................................................................................... 5-11
Defining Calendar Exceptions.............................................................................. 5-11
Assigning Resources to Calendar................................................................................ 5-11
Defining Shifts...................................................................................................... 5-11
Assigning Shifts/Exceptions to Calendar........................................................ 5-11
Confirming Setup of Inventory.............................................................................................. 5-12
Defining Unit of Measure.................................................................................................. 5-14
Checking Profile Option for Operating Unit Setting.......................................................... 5-14
Defining Subinventories.................................................................................................... 5-14
Additional Setup Required for Intransit Subinventory............................................... 5-15
Setting up Account Aliases................................................................................................ 5-16
Defining Items................................................................................................................... 5-16
Setting Up On Hand Quantity for Items......................................................................5-17
Setting up Counters........................................................................................................... 5-18
Defining Planners.............................................................................................................. 5-18
Defining Shipment Methods.............................................................................................. 5-19
Defining Freight Carriers.............................................................................................5-20
Confirming Setup of Order Management.............................................................................. 5-20
Setting Up Price Lists......................................................................................................... 5-20
Setting Up Oracle Work In Process.................................................................................... 5-22
Setting Up Oracle Bills of Material..................................................................................... 5-22
Setting Up Oracle Purchasing............................................................................................ 5-23
Setting Up Business Processes................................................................................................ 5-23
Setting up the Field Service Request and Solution ............................................................... 5-24
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Confirming Setup of Install Base........................................................................................5-24
Confirming Setup of Service Contracts.............................................................................. 5-26
Confirming Setup of Contracts Core .......................................................................... 5-26
Confirming Setup of Assignment Manager....................................................................... 5-26
Confirming Setup of Service Requests............................................................................... 5-27
Confirming Setup of Knowledge Management................................................................. 5-28
Confirming Setup of Tasks.................................................................................................5-28
Setting Up Task Status, Transition Rules, and Cross-Task Validation.........................5-29
Setting Up Task Type.................................................................................................. 5-30
Setting Up Task Priority.............................................................................................. 5-30
Setting Up Task Manager Profile Options................................................................... 5-31
Confirming Setup of Escalation Management...................................................... 5-31
Confirming Setup of Notes................................................................................................ 5-32
Confirming Setup of Interaction History........................................................................... 5-32
Setting Up Transaction Billing Types................................................................................. 5-32
Confirming Setup of Charges............................................................................................ 5-33
6 Field Service Implementation Tasks
Field Service Implementation Task Summary......................................................................... 6-1
Creating Field Service Territories............................................................................................. 6-3
Creating Field Service Territories.........................................................................................6-4
Running the Synchronize Territory Assignment Rules Program......................................... 6-9
Setting Up Skills Management............................................................................................... 6-10
Setting Up Internal Field Service Resources.......................................................................... 6-13
Creating an Employee Resource........................................................................................ 6-15
Creating an Applications User ID...................................................................................... 6-17
Creating Supplier Contacts (Non-Employee Resources)....................................................6-17
Importing the Field Service Employee or Supplier Contact into the CRMResource Manager
........................................................................................................................................... 6-18
Assigning the Resource to a Calendar............................................................................... 6-20
Assigning Technician Resources to a Territory.................................................................. 6-21
Maintaining Technician Addresses and Sub-Inventories...................................................6-22
Assigning Skills and Skill Levels to Technicians................................................................ 6-26
Assigning Role and Role Type to the Resource..................................................................6-26
Adding the Dispatcher Resource Record to a Planner Group............................................ 6-28
Assigning Territories to Planner Groups........................................................................... 6-29
Associating Territories to a Dispatcher.............................................................................. 6-30
Setting up Third Party Field Service Resources..................................................................... 6-31
Creating Third Party Resource Records............................................................................. 6-32
Setting up Third Party Administrators.............................................................................. 6-32
Setting up Third Party Technicians.................................................................................... 6-33
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Generating Field Service Trips............................................................................................... 6-33
Running the Generate Field Service Trips Concurrent Program........................................6-34
Defining an Executable...................................................................................................... 6-37
Setting Up the Generate Field Service Trips Concurrent Program.................................... 6-38
Activating Automatic Commitment of Tasks......................................................................... 6-39
Setting up the Technician and Administrator Portals............................................................ 6-41
Defining Material Justification Codes................................................................................ 6-41
Defining Labor Justification Codes.................................................................................... 6-43
Defining Expense Justification Codes................................................................................ 6-45
Setting Up Billing Types and Service Activity Codes........................................................ 6-47
Setting Up Oracle E-Records and E-Signatures for Field Service....................................... 6-52
Setting up the Field Service Dispatch Center......................................................................... 6-58
Setting Up Query Selection for Task Owner Context Enforcement................................... 6-58
Configuring Tasks List Table Attribute Display................................................................ 6-60
Setting Up Task CustomColor Coding.............................................................................. 6-60
Setting Up the Scheduling Chart View.............................................................................. 6-61
Setting Up the Map ................................................................................................................ 6-62
Setting Up Spatial Data...................................................................................................... 6-65
Setting Up Google Maps.................................................................................................... 6-66
Purging Field Service Data................................................................................................. 6-67
Setting Up GPS.................................................................................................................. 6-69
Implementing and Managing GPS Vendors and Devices........................................... 6-69
Starting GPS and Registering Vendors and Devices............................................. 6-70
Registering and Assigning GPS Devices............................................................... 6-71
Tracking GPS Path of Resource................................................................................... 6-71
Purging GPS Data........................................................................................................ 6-71
Scheduling the Purge GPS Location Feeds Program.............................................6-71
Monitoring Submitted Purge Jobs.........................................................................6-72
7 Spares Management Implementation Tasks
Setting Up Oracle Spares Management.................................................................................... 7-2
Defining Forecast Rules............................................................................................................ 7-3
Setting Up a Forecast Rule........................................................................................................ 7-3
Selecting a Forecast Rule........................................................................................................... 7-6
Defining Calculation Rules.......................................................................................................7-7
Defining Excess Rules............................................................................................................... 7-9
Defining Excess Reject Reasons.............................................................................................. 7-11
Creating Business Rules to Automate Warehouse Notifications........................................... 7-12
Defining Manual Override Reasons....................................................................................... 7-14
Defining Task Parts................................................................................................................. 7-15
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Defining Parts Priorities......................................................................................................... 7-17
Defining Delivery Times........................................................................................................ 7-18
Setting up Reschedule Rules.................................................................................................. 7-19
Setting Up Warehouse Replenishment Planning................................................................... 7-22
Defining Excess and Defective Warehouses and Repair Suppliers.......................................7-23
Defining Excess Warehouses and Assigning to the Warehouse Being Planned................... 7-23
Defining Defective Warehouse Organizations...................................................................... 7-26
Defining and Assigning Internal Repair Suppliers............................................................... 7-30
Defining and Assigning Planned Order Release Automation Business Rules..................... 7-33
Setting Up Other Warehouse Planning Parameters............................................................... 7-36
Defining Planning Parameters to Create Min-Max levels for a Warehouse or Technician
.................................................................................................................................................. 7-38
Setting Up Lead Times for Warehouse Replenishment Planning......................................... 7-39
Setting Up External Repair Execution.....................................................................................7-43
Setting Up Repair Parameters................................................................................................. 7-47
Setting Profile Options for External Repair Execution.......................................................... 7-49
Setting Up Parts Search and Ordering Profile Options......................................................... 7-50
8 Setting Up Oracle Advanced Scheduler
Oracle Advanced Scheduler Implementation Task Sequence................................................. 8-1
Confirming Implementation of Field Service....................................................................... 8-1
Confirming Setup of Spares Management........................................................................... 8-3
Confirming Setup and Loading Spatial Data....................................................................... 8-3
Setting Up Oracle Advanced Scheduler................................................................................... 8-3
Activating Oracle Advanced Scheduler............................................................................... 8-4
Configuring Scheduler Rules............................................................................................... 8-4
Setting up Additional Scheduler Features............................................................................. 8-25
Setting Up Tasks Longer Than a Standard Shift................................................................ 8-25
Setting Up Access Hours and After Hours Constraints..................................................... 8-28
Marking a Task to Indicate Customer Confirmation Requirement.................................... 8-32
Setting Up Advanced Scheduler and Time and Distance Calculations..............................8-33
Setting Up Advanced Scheduler to Use Time Distance Calculations.......................... 8-33
Understanding Time Distance Scheduling Modes...................................................... 8-34
Calculating Actual Travel Time and Distance (Street Level Routing)......................... 8-36
Calculating Estimated Travel Time and Distance (Point-to-Point or As the Crow Flies)
..................................................................................................................................... 8-36
Using Default Values for Travel Time and Distance Calculation................................ 8-38
Geo-Coding................................................................................................................. 8-39
Automating Scheduling and Commitment of Tasks................................................... 8-41
Defining Task Queries for Autonomous Scheduler and Auto Commit Process... 8-41
Launching the Autonomous Scheduler.................................................................8-43
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Defining an Executable......................................................................................... 8-44
Defining ProgramParameters...............................................................................8-45
9 Preventive Maintenance Setup Steps
Preventive Maintenance Setup Summary................................................................................ 9-1
Preventive Maintenance Business Process............................................................................... 9-2
Setting Up Preventive Maintenance Programs......................................................................... 9-4
Implementation Task Sequence for Preventive Maintenance............................................... 9-11
Create Users and Add Preventive Maintenance Responsibilities......................................... 9-12
Create PM Request Type and Map to Responsibilities......................................................... 9-12
Create Resource Group of Preventive Maintenance.............................................................. 9-13
Create Preventive Maintenance Territory and Assign Resources.......................................... 9-13
Create Task Template Groups and Task Templates.............................................................. 9-14
Create Master Items................................................................................................................. 9-14
Create Counter Groups and Counters.................................................................................... 9-15
Create Preventive Maintenance Programs.............................................................................. 9-15
Create Coverage Templates for PM Programs........................................................................ 9-28
Set Up Service Program/Warranty for Service Contracts....................................................... 9-31
Add Service Program/Warranty Items to Price List................................................................ 9-32
A Windows/Pages and Navigation Paths
Overview of Field Service Windows and Navigation Paths....................................................A-1
Windows/Pages and Navigator Paths....................................................................................... A-1
B Profile Options
Overview of Profile Options.................................................................................................... B-1
Field Service Profile Options.................................................................................................... B-1
C 21 CFR Part 11 Compliance
21 CFR Part 11 Overview.......................................................................................................... C-1
Index
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Send Us Your Comments

Oracle Field Service Implementation Guide, Release 12.1
Part No. E12786-04
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Preface
Intended Audience
Welcome to Release 12.1 of the Oracle Field Service Implementation Guide.
This guide is designed for implementers, administrators, and users of the Oracle Field
Service application. It assumes that you have a working knowledge of the principles
and customary practices of your business area, along with specific application
knowledge of the Oracle Field Service suite of products.
See Related Information Sources on page xiii for more Oracle E-Business Suite product
information.
Deaf/Hard of Hearing Access to Oracle Support Services
To reach Oracle Support Services, use a telecommunications relay service (TRS) to call
Oracle Support at 1.800.223.1711. An Oracle Support Services engineer will handle
technical issues and provide customer support according to the Oracle service request
process. Information about TRS is available at
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available at http://www.fcc.gov/cgb/dro/trsphonebk.html.
Documentation Accessibility
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For more information, visit the Oracle Accessibility Program Web site at
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http://www.oracle.com/accessibility/.
Accessibility of Code Examples in Documentation
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Accessibility of Links to External Web Sites in Documentation
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representations regarding the accessibility of these Web sites.
Structure
1 Introduction
In this chapter we provide an overview of the products in the Field Service suite and an
overview of the Field Service application.
2 Architectural Overview and Technology Requirements
This chapter provides an architectural overview of the Field Service application and
references information sources for technology stack, software, and hardware
requirements.
3 Mandatory and Conditional Dependencies
This chapter gives an overview of the mandatory and conditional application
dependencies prior to implementing Field Service or Advanced Scheduler.
4 Performance Requirements and High Availability
This chapter documents about High Availability (HA), mapping of responsibilities for
HA and the user actions supported in Field Service in HA.
5 E-Business Suite Application Implementation Tasks
This chapter describes in detail and in the recommended order, the implementation
tasks for Oracle E-Business Suite applications relevant to Oracle Field Service.
6 Field Service Implementation Tasks
This chapter describes the implementation tasks for Field Service-specific tasks,
including setting up the Dispatch Center, and Debrief.
7 Spares Management Implementation Tasks
This chapter documents setup for Oracle Spares Management, External Repair
Execution, and Warehouse Replenishment Planning.
8 Setting Up Oracle Advanced Scheduler
This chapter documents tasks for implementing Oracle Advanced Scheduler.
9 Preventive Maintenance Setup Steps
A Windows/Pages and Navigation Paths
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B Profile Options
C 21 CFR Part 11 Compliance
Related Information Sources
You can choose from many sources of information, including online documentation,
training, and support services, to increase your knowledge and understanding of Oracle
Field Service.
Integration Repository
The Oracle Integration Repository is a compilation of information about the service
endpoints exposed by the Oracle E-Business Suite of applications. It provides a
complete catalog of Oracle E-Business Suite's business service interfaces. The tool lets
users easily discover and deploy the appropriate business service interface for
integration with any system, application, or business partner.
The Oracle Integration Repository is shipped as part of the E-Business Suite. As your
instance is patched, the repository is automatically updated with content appropriate
for the precise revisions of interfaces in your environment.
Online Documentation
All Oracle Applications documentation is available online (HTML or PDF).
PDF - PDF documentation is available for download from the Oracle Technology
Network at http://otn.oracle.com/documentation.
Online Help - Online help patches (HTML) are available on My Oracle Support.
About Documents and Release Notes - Refer to the About Document or Release
Notes for the mini-pack or family pack that you have installed to learn about new
documentation or documentation patches that you can download. About
Documents and Release Notes are available on My Oracle Support.
My Oracle Support Knowledge tab - The My Oracle Support Knowledge tab lets
you browse the knowledge base by technology, industry, integration, application,
documentation, training, and services, to find all documents for a product area. Use
the Knowledge Home to search for release-specific information, such as FAQs,
recent patches, alerts, white papers, troubleshooting tips, and other archived
documents.
Oracle E-Business Suite Electronic Technical Reference Manuals - Each Electronic
Technical Reference Manual (eTRM) contains database diagrams and a detailed
description of database tables, forms, reports, and programs for a specific Oracle
Applications product. This information helps you convert data from your existing
applications and integrate Oracle Applications data with non-Oracle applications,
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and write custom reports for Oracle Applications products. Oracle eTRM is
available on My Oracle Support as part of Online Documentation.
Guides Related to All Products
Oracle Applications User's Guide
This guide explains how to enter data, query, run reports, and navigate using the
graphical user interface (GUI) of an Oracle Applications product. This guide also
includes information on setting user profiles, as well as running and reviewing reports
and concurrent programs.
You can access this guide online by choosing "Getting Started with Oracle Applications"
from any Oracle Applications help file.
Guides Related to This Product
Oracle Advanced Scheduler User Guide
Oracle Advanced Scheduler enables you to create optimized schedules for assigning
tasks to qualified field service technicians. It enables you to define constraints and
parameters such as overtime allowed, proximity to the customer site, resource skill,
spare part availability, and customer preference of resource and use these to calculate
operational costs and provide the most efficient service.
Oracle Field Service User Guide
Oracle Field Service enables the automation of field service operations such as
scheduling and dispatching tasks to field technicians, ordering parts, and tracking task
completion. You can use its debrief capabilities to access notes and interaction history in
support of call closure, and report task execution time, parts and expenses.
Oracle Mobile Field Service Implementation Guide
This guide describes how to create and manage mobile users, implement the wireless
option, and set up the interapplication bar to conveniently navigate between
applications to perform diagnostic testing. This enables mobile users to periodically
synchronize their mobile computer devices with the enterprise system in order to
download new Oracle Mobile Field Service data and upload changes that they have
made in their applications. For example, the technician can access and update the
material debrief at a customer site for materials installed and returned in the task. When
out of wireless coverage, technicians can continue to perform tasks using the voice
interface or phone.
Oracle Mobile Field Service User Guide
Oracle Mobile Field Service offers both connected browser-based solution and a
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disconnected solution that enables field service technicians to service their customers in
a fully automated way. With the service request, field service technicians automatically
receive the customer service history and customer install base information. For
replacement parts, they can access the robust spare parts management feature of Oracle
Mobile Field Service. After completing their tasks, they report labor, materials, and
expenses and this information is sent back to the service organization at electronic
speed so that an invoice can be given to the customer in a timely manner.
Oracle Spares Management User Guide
This guide describes the tools and features provided by Oracle Spares Management that
field service technicians can use to maintain personal and warehouse inventories, locate
parts not available in the normal supply chain, create requirements and orders for parts,
track order status, and successfully execute internal and external repair. You can learn
how to create planning loops that coordinate planning and execution activities across
multiple locations, and control the total inventory across all subinventories in the loop.
Installation and System Administration
Oracle Alert User's Guide
This guide explains how to define periodic and event alerts to monitor the status of
your Oracle Applications data.
Oracle Applications Concepts
This book is intended for all those planning to deploy Oracle E-Business Suite Release
12, or contemplating significant changes to a configuration. After describing the Oracle
Applications architecture and technology stack, it focuses on strategic topics, giving a
broad outline of the actions needed to achieve a particular goal, plus the installation and
configuration choices that may be available.
Oracle Applications Developer's Guide
This guide contains the coding standards followed by the Oracle Applications
development staff. It describes the Oracle Application Object Library components
needed to implement the Oracle Applications user interface described in the Oracle
Applications User Interface Standards for Forms-Based Products. It also provides
information to help you build your custom Oracle Forms Developer forms so that they
integrate with Oracle Applications. In addition, this guide has information for
customizations in features such as concurrent programs, flexfields, messages, and
logging.
Oracle Applications Installation Guide: Using Rapid Install
This book is intended for use by anyone who is responsible for installing or upgrading
Oracle Applications. It provides instructions for running Rapid Install either to carry
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out a fresh installation of Oracle Applications Release 12, or as part of an upgrade from
Release 11i to Release 12. The book also describes the steps needed to install the
technology stack components only, for the special situations where this is applicable.
Oracle Applications User Interface Standards for Forms-Based Products
This guide contains the user interface (UI) standards followed by the Oracle
Applications development staff. It describes the UI for the Oracle Applications products
and tells you how to apply this UI to the design of an application built by using Oracle
Forms.
Other Implementation Documentation
Oracle E-Business Suite Flexfields Guide
This guide provides flexfields planning, setup and reference information for the Oracle
E-Business Suite implementation team, as well as for users responsible for the ongoing
maintenance of Oracle E-Business Suite product data. This guide also provides
information on creating custom reports on flexfields data.
Oracle Applications Multiple Organizations Implementation Guide
This guide describes how to set up multiple organizations and the relationships among
them in a single installation of an Oracle E-Business Suite product such that transactions
flow smoothly through and among organizations that can be ledgers, business groups,
legal entities, operating units, or inventory organizations. You can use this guide to
assign operating units to a security profile and assign this profile to responsibilities such
that a user can access data for multiple operation units from a single responsibility. In
addition, this guide describes how to set up reporting to generate reports at different
levels and for different contexts. Reporting levels can be ledger or operating unit while
reporting context is a named entity in the selected reporting level.
Oracle E-Business Suite User Interface Standards for Forms-Based Products
This guide contains the user interface (UI) standards followed by the Oracle
Applications development staff. It describes the UI for the Oracle Applications products
and tells you how to apply this UI to the design of an application built by using Oracle
Forms.
Oracle Diagnostics Framework User's Guide
This guide contains information on implementing, administering, and developing
diagnostics tests for Oracle E-Business Suite using the Oracle Diagnostics Framework.
Oracle E-Business Suite Integrated SOA Gateway Implementation Guide
This guide explains the details of how integration repository administrators can manage
xvii
and administer the entire service enablement process based on the service-oriented
architecture (SOA) for both native packaged public integration interfaces and composite
services - BPEL type. It also describes how to invoke Web services from Oracle
E-Business Suite by working with Oracle Workflow Business Event System, manage
Web service security, and monitor SOAP messages.
Oracle E-Business Suite Integrated SOA Gateway User's Guide
This guide describes how users can browse and view the integration interface
definitions and services that reside in Oracle Integration Repository.
Oracle Workflow Administrator's Guide
This guide explains how to complete the setup steps necessary for any Oracle
E-Business Suite product that includes workflow-enabled processes. It also describes
how to manage workflow processes and business events using Oracle Applications
Manager, how to monitor the progress of runtime workflow processes, and how to
administer notifications sent to workflow users.
Oracle Workflow Developer's Guide
This guide explains how to define new workflow business processes and customize
existing workflow processes embedded in Oracle E-Business Suite. It also describes how
to define and customize business events and event subscriptions.
Oracle Workflow User's Guide
This guide describes how Oracle E-Business Suite users can view and respond to
workflow notifications and monitor the progress of their workflow processes.
Training and Support
Training
Oracle offers a complete set of training courses to help you master your product and
reach full productivity quickly. These courses are organized into functional learning
paths, so you take only those courses appropriate to your job or area of responsibility.
You have a choice of educational environments. You can attend courses offered by
Oracle University at any of our many Education Centers, you can arrange for our
trainers to teach at your facility, or you can use Oracle Learning Network (OLN), Oracle
University's online education utility. In addition, Oracle training professionals can tailor
standard courses or develop custom courses to meet your needs. For example, you may
want to use your organization structure, terminology, and data as examples in a
customized training session delivered at your own facility.
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Support
From on-site support to central support, our team of experienced professionals provides
the help and information you need to keep your product working for you. This team
includes your Technical Representative, Account Manager, and Oracle's large staff of
consultants and support specialists with expertise in your business area, managing an
Oracle server, and your hardware and software environment.
Do Not Use Database Tools to Modify Oracle E-Business Suite Data
Oracle STRONGLY RECOMMENDS that you never use SQL*Plus, Oracle Data
Browser, database triggers, or any other tool to modify Oracle E-Business Suite data
unless otherwise instructed.
Oracle provides powerful tools you can use to create, store, change, retrieve, and
maintain information in an Oracle database. But if you use Oracle tools such as
SQL*Plus to modify Oracle E-Business Suite data, you risk destroying the integrity of
your data and you lose the ability to audit changes to your data.
Because Oracle E-Business Suite tables are interrelated, any change you make using an
Oracle E-Business Suite form can update many tables at once. But when you modify
Oracle E-Business Suite data using anything other than Oracle E-Business Suite, you
may change a row in one table without making corresponding changes in related tables.
If your tables get out of synchronization with each other, you risk retrieving erroneous
information and you risk unpredictable results throughout Oracle E-Business Suite.
When you use Oracle E-Business Suite to modify your data, Oracle E-Business Suite
automatically checks that your changes are valid. Oracle E-Business Suite also keeps
track of who changes information. If you enter information into database tables using
database tools, you may store invalid information. You also lose the ability to track who
has changed your information because SQL*Plus and other database tools do not keep a
record of changes.
Introduction 1-1
1
Introduction
In this chapter we provide an overview of the products in the Field Service suite and an
overview of the Field Service application.
This chapter covers the following topics:
Oracle Field Service Suite Overview
Oracle Field Service Overview
Oracle Field Service Suite Overview
The Oracle Field Service suite supports an automated process used by service
organizations to manage their field service operations. It assists in the entire service
process from taking the customer call to fixing and reporting on the problem at a
customer site.
The Oracle Field Service suite offers a range of products to meet your organizations
business needs. The following table lists all the products in the suite.
Suite Product Description
Advanced Scheduler Advanced Scheduler enables optimization of scheduling
capabilities of tasks to qualified resources. It takes into account
driving time, distance, part availability, and creates part
reservations.
1-2 Oracle Field Service Implementation Guide
Complex Maintenance,
Repair and Overhaul
(CMRO)
CMRO functionality is used to support the Preventive
Maintenance module. It enables you to create PM programs and
activities to be used in a preventive maintenance operation. For
the purposes of Preventive Maintenance, a profile option setting in
CMRO enables it to run in a Preventive Maintenance mode,
whereby PM-specific functionality is available to the user.
Important: It is not necessary to purchase a CMRO
Application license. When you define Preventive Maintenance
programs a few setup steps are required in the CMRO
application. That CMRO functionality is delivered with Field
Service.
CRM Gateway for Mobile
Devices
The CRM Gateway for Mobile Devices consists of a mobile client
and a central application. It provides data transport between the
Oracle CRM enterprise database and the Oracle mobile client
database.
Customer Care Not really a product of the Field Service suite but the Service
Request window is delivered along with the Field Service
application to take the customers call for service and create a
service request.
Field Service The Field Service application assists in assigning tasks to service
representatives, creating and dispatching daily schedules,
monitoring progress, and reporting on material, expense, and
labor transactions.
Field Service
Administrator Portal
The HTML-based field service portal module enables
administrators to track and close field service tasks assigned to
technicians in their territories. Their activities include reviewing
debrief and billing.
Field Service/Laptop This is a remote application typically installed on a service
representatives laptop to receive his daily schedule and report on
progress, material, expense, and labor.
Field Service/Palm
Devices
This is a remote application for a handheld device so a service
representative can receive his daily schedule and report on
progress, material, expense, and labor.
Introduction 1-3
Field Service Technicians
Portal
The HTML-based field service portal module enables your
technicians to manage and report on their task-based customer
calls from any computer with an internet connection. Third party
technicians can also use this portal to manage and report on their
tasks.
Field Service Third Party
Administrator Portal
The HTML-based field service portal module enables third party
administrators to track field service tasks assigned to technicians
belonging to their third party organization. Their activities include
manually managing third party technician schedules, assigned
tasks, and third party technician trunk stock.
Oracle Common
Application Components
The products in Oracle Common Application Components are
essential to use Field Service. They are used to create tasks,
territories, define resources, and help in the assignment of tasks to
resources. Oracle Common Application Components is delivered
with Field Service.
Preventive Maintenance This module enables a Field Service operation to address service
needs in a proactive manner, as well as reactively. The Preventive
Maintenance solution provides the capability to log service
requests and allocate tasks to the appropriate resources with the
right parts and schedule them in anticipation of the service need.
Spares Management Spares Management is a module of Field Service and is used to
provide additional logistics and planning features to manage a
service parts inventory in a multi-location environment.
Wireless Option for
Service
This is a remote application for a WAP enabled device so a service
representative can receive his daily schedule and report on
progress, expense, and labor.
Oracle Contracts Family Suite for Preventive Maintenance
To enable the Preventive Maintenance module in Oracle Field Service, you must also
install the Oracle Contracts Family Suite. The following product is used for Preventive
Maintenance:
Field Service Suite of Products
Service Contracts Service Contracts is used to author service contracts with
coverages associated to a PM program, which can be sold against
serviceable products. In Service Contracts, you can define
coverage templates for PM programs and author and maintain
service contracts with PM coverage.
Oracle Field Service Overview
Oracle Field Service is an essential part of the Field Service application suite. At the core
of Field Service is the Dispatch Center, which enables the Field Service dispatcher to
plan, dispatch, and monitor all field service activities, ultimately ensuring that the right
person is in the right place at the right time with the right parts. Field Service Debrief
functionality enables you to report all activities performed out in the field.
Review the following to learn more about the Field Service application:
Field Service Administrator Portal Features, page 1-4
Field Service Debrief Features, page 1-5
Field Service Dispatch Center Features, page 1-5
Field Service Technician's Portal Features, page 1-6
Field Service Third Party Administrator Portal Features, page 1-7
Preventive Maintenance Features, page 1-7
Spares Management Features, page 1-8
Field Service Administrator Portal Features
Displays information for a selected task such as related service request, escalations,
parts transactions, Install Base related information, resources assigned for a task,
and customer address information
Displays all resources managed by the administrator
Enables manual rescheduling of tasks
Enables ordering and receiving of parts and management of resource trunk stocks
Introduction 1-5
Enables monitoring of task activities
Enables debrief review and correction
Enables billing review
Enables the creation of new service requests
Enables the creation of new or follow-up tasks
Field Service Debrief Features
Reporting on parts, expenses, and labor for a task. Ultimately resulting in updates
to Inventory, Install Base, and Charges.
Reporting on counters. From Field Service Debrief you can easily access the Capture
Counter Reading functionality from Oracle Service to capture counter readings.
Directly accessing specific Spares Management functionality such as View Move
Order, Create Move Order, and View Onhand Quantity.
Directly accessing Notes, Calendar, or Interaction History. A technician can also
view notes that were created with service requests or tasks.
Field Service Dispatch Center Features
Displaying of information for a selected task such as related service request,
escalations, parts transactions, Install Base related information, resources assigned
for a task, and customer address information.
Scheduling or task assignment, either automatically or manually, to one or more
service representatives. The automatic process of scheduling tasks can be run as a
background process.
Task assignment is assisted by the use of the Assignment Manager.
When Oracle Scheduler is installed, you can optimize your scheduling capabilities.
Driving time and distance for the service representative is provided, and parts
reservations are made.
Managing parts information. Locating, ordering, and monitoring parts for specific
tasks.
When Oracle Scheduler is installed locating parts and creating reservations is done
automatically.
Committing tasks and daily schedules to service technicians, either automatically or
manually. When a parts reservation is created an order for the parts is initiated by
this process.
The tasks or daily schedules are sent to the service technicians mobile application
with information about the task, related service request, problem and resolution,
customer address information, Install Base information when applicable, and
counters.
Monitoring schedules, activities, and progress, of service representatives.
Use different grids to visualize the planning such as a daily view, view over a
period of time (user definable), or a geographical representation.
Escalation notifications give you the ability to react to non-conforming tasks (tasks
that for some reason have become non-conforming, for example parts aren't
available anymore, contract response times can't be met).
Making a selection of tasks based on characteristics such as ready to be planned,
planned for today, or escalated.
View service history for a customer or a product.
Manages resource availability for single or multiple technicians. Through the
Schedule Management window, a dispatcher can easily block the trips of a single
field technician or multiple technicians, temporarily freezing the schedule in the
process. You can also unschedule the engineer's tasks.
Using robust skills management and assignment functionality to effectively assign
tasks to appropriate technicians, based upon skill requirements and skill levels.
Using advanced color coding functionally, which makes the various tasks within
the Plan Board and Gantt easily identifiable, depending upon a number of factors,
including the tasks priority, status type, or plan option.
Field Service Technician's Portal Features
Field Service Technician's Portal is a web-based module designed to enable field
technicians to receive service request and task information for tasks assigned to them. It
allows technicians to manage tasks and spare parts, to add notes, and to initiate new
service requests.
These are the features of the Field Service Portal:
Provides a personalized dashboard view to serve as the entry point for a field
technician.
Enables multiple custom views for the dashboard, depending upon the technicians
preferences.
Introduction 1-7
Enables search capabilities on service request, task number, and customer
information.
Provides integration to Oracle Install Base for item instances.
Supports Knowledge Base integration.
Provides the ability to view and create service requests, tasks, and notes.
Provides access to spare parts information and enables a technician to order parts.
Provides for the ability to receive and return parts.
Note: Although third party technicians can use this technician portal,
can neither view service request details nor create new service requests.
In addition, they cannot update the Installed Base.
Field Service Third Party Administrator Portal Features
Field Service Third Party Administrator Portal is a web-based module designed to
enable field service administrators from third party organizations track and monitor
tasks assigned to technicians that they manage.
Displays information for a selected task such as related service request, escalations,
parts transactions, Install Base related information, resources assigned for a task,
and customer address information
Displays all resources managed by the administrator
Enables manual rescheduling of tasks
Enables ordering and receiving of parts and stock management of resource's trunk
Enables the monitoring of task activities
Enables debrief review and correction
Enables billing review
For more information on the Third Party Administrator Portal, see the Field Service User
Guide.
Preventive Maintenance Features
Maintains and administers Preventive Maintenance programs, which includes
authoring service contracts with Preventive Maintenance programs attached, by
leveraging robust Oracle Service Contracts functionality.
Logs service requests and allocates tasks to the appropriate resources with the right
parts and schedules them in anticipation of the service need. The Preventive
Maintenance demand can be based on the usage of the relevant item (estimated or
actual usage). Also, the demand can be based on the date interval calculated from
historical information (such as the service fulfillment date) or on the calendar such
as defined in the contract.
A concurrent program generates the Preventive Maintenance requests
automatically (service requests and tasks). The tasks are created as a result of task
templates, which are associated with the activities such as defined when recording
the Preventive Maintenance demand.
Spares Management Features
Integrates with Oracle Advanced Scheduler to assign and schedule technicians
based on the availability of technicians and the availability of parts.
Integrates with the Dispatch Center and provides the following functionality:
Point-and-click parts search tool
Create parts orders for the technician
View parts order status for the task
View parts required for the task
Tracks both usable and defective parts through the complete logistics cycle.
Defective inventories are created when the technician recovers repairable parts
from the customer site.
Uses order creation functionality specifically designed to handle the technician's
parts orders. The user interface can be used to either create an internal order or a
parts requirement for a specific task. This functionality allows the dispatcher to link
an internal order to a service request or task; automatically enters parts linked to
the task; displays a technician's inventory for parts being ordered; integrates with
Available-to-Promise to determine source; and offers a view of substitute parts.
Uses robust excess return functionality to use business rules to focus on high impact
parts excess. Excess parts are identified based on max levels and excess orders can
be automatically created based on planner review.
Uses an Authorized Stock List (ASL) to define which parts should be stocked,
where they should be stocked, and in what quantities. The ASL recommendation is
Introduction 1-9
based on usage history, planning parameters and planning method. The parameters
can be uniquely applied to each technician or warehouse, or defaults can be applied
which would help to avoid excessive data entry where many field technicians are
involved. Advanced planning methods can be used to address the more complex
scenarios typical in a field service environment.
Spares Management is tightly integrated with Oracle Depot Repair, which is an
additional automated warehouse replenishment process, whereby parts are
repaired at an internal depot and then circulated back into the supply chain for
further use. In this scenario, defective parts are removed by a technician from a
customer site and consolidated with other defective parts at an internal warehouse.
From there, a planner creates an internal order, which ships the parts to an internal
depot that is supported by the Oracle Depot Repair application while, at the same
time, creating the repair order and the internal order that ships the repaired parts
back to the central warehouse.
Architectural Overview and Technology Requirements 2-1
2
Architectural Overview and Technology
Requirements
This chapter provides an architectural overview of the Field Service application and
references information sources for technology stack, software, and hardware
requirements.
Architectural Overview
Software and Hardware Requirements
Architectural Overview
Field Service integrates with many other Oracle Applications in the E-Business Suite.
The following figure illustrates this integration. The applications involved and their
relation are described in more detail in the sections following the figure.
Service Request
A Service Request is created. The following applications have a relation with Service
Request:
Knowledge Base provides input for resolution of the problem.
Contracts provides response time for the service request when considering task
assignment. This could be either Contracts core or Service Contracts.
TCA provides information on parties and contacts and their information.
Install Base provides input on the install base information send to the Mobile
applications. Used by the service representative when servicing the product.
Inventory provides input to determine what products are serviceable.
Task Manager functionality is used to create tasks to perform the field visit.
Resource Manager
All service representatives and field service dispatchers need to be defined as resources
in the resource manager individually. Field service dispatchers are also part of a
dispatcher group created in Resource Manager to be able to access the Field Service
Dispatch Center.
Territory Manager
Territory Manager is used for two purposes.
It is used to create territories with service technicians assigned to it. These territories
are then related to a dispatcher group. The service technicians assigned to the
territory display in the Field Service Dispatch Center for the dispatcher.
It is also used to create territory qualifiers for task assignment. These territory
qualifiers are used by the Assignment Manager to retrieve a qualified service
technician for a task.
Calendar
For each service representative working hours, shifts, and non-available working hours
like public holidays need to be defined. This information is used for scheduling. A
service representative can also access his calendar and view his task assignments. For
more information see Oracle Common Application Components User's Guide.
Assignment Manager
The Assignment Manager assists in the task assignment from the Field Service Dispatch
Center by finding a qualified service representative to resolve the task. Indirectly the
following applications have a relationship with:
Install Base, a preferred service representative to perform the field visit can be
recommended from the Install Base.
Contracts, a preferred service representative to perform the field visit can be
recommended from Contracts, or Contracts Service.
Territory Manager, territories with qualifiers are created to filter qualified service
representatives.
Calendar, the availability of the service representative is checked in his or her
calendar.
Advanced Scheduler
Advanced Scheduler assists in task scheduling from the Field Service Dispatch Center
by finding a qualified service representative to resolve the task with the right part.
Advanced Scheduler uses the input from the Assignment Manager and applies it's own
functionality. It takes into account driving time and distance, part availability and
creates part reservations. Advanced Scheduler is tightly integrated with Spares
Management.
You can also use the Advanced Scheduler to fully automate the scheduling process
without any manual intervention. The Autonomous Scheduler engine, which is part of
the Advanced Scheduler, is a concurrent program that can be scheduled to execute at
any predefined times or as needed.
Spares Management
In most situations, you need parts to resolve a problem at the customer's site. You can
access the Spares Management component to order parts for a task. When Advanced
Scheduler is installed a reservation for the part is created automatically at task
assignment. When the task is committed, an order for the part is created. You can
update Spares Management indirectly from Field Service Debrief with parts usage for a
task. The update is done to maintain stock levels at different locations, and for the
subinventories.
Escalation Management
Escalations occur for a wide variety of reasons. An escalation management system
enables an organization to identify, track, monitor, and manage situations that require
increased awareness and swift action.
Field Service Mobile
After task assignment the schedule is committed and sent to one of the following
mobile applications:
Field Service/Laptop
Field Service/PalmTM Devices
Wireless Option for Service
It is received by the service representative and they can update the schedule and create
a service report. The data is received back by Field Service to monitor progress and
captured on the Field Service Debrief.
Inventory
Inventory provides input for Service Request to determine what product needs service.
You can update Inventory (Spares Management) from Field Service Debrief with parts
usage for a task. Updating Inventory is done to maintain stock levels at different
locations, and subinventories. A subinventory could be a warehouse or a service
representative's vehicle. Updating inventory results in activities to supply these
warehouses or a service representative with new materials or to retrieve materials from
them. For more information, see Oracle Spares Management Concepts and Procedures.
You cannot modify reported information in Field Service Debrief once it has been
transmitted successfully to Inventory.
Installed Base
Installed Base provides input for the service request to indicate if it is an installed base
item. It also provides input to the Assignment Manager regarding preferred service
representatives to perform the field visit.
You can update a customers Installed Base from Field Service Debrief. Updating the
Installed Base results in an update of the items of the customers Instaledl Base.
transmitted successfully to the Installed Base.
Interaction History
Oracle Interaction History tracks all customer-agent interactions and serves as a
repository for the interaction data. You can view the interaction data as well as the
Oracle CRM application data associated to the interaction. Access Interactions from the
Field Service Debrief.
Notes
Notes provide a text area where you can enter information about a customer, product,
service, or anything related to your service report that may be helpful for other service
representatives or customers. Once you create a note, it can be attached to a task, sent to
the customer, or submitted to the knowledge base for reuse. You can access Notes from
the Field Service Debrief.
Charges
You can update Charges with parts usage, counter information, labor time, and
expenses for a task. All information recorded is transmitted to the Charges database
when you perform an update transaction. Make sure you update each section on the
Field Service Debrief separately to update Charges correctly. In Charges this
information is checked against any contracts and a final invoice is generated.
transmitted successfully to Charges.
Software and Hardware Requirements
Please refer to the System Requirements section of the Installing Oracle Applications for
software and hardware requirements.
Mandatory and Conditional Dependencies 3-1
3
Mandatory and Conditional Dependencies
This chapter gives an overview of the mandatory and conditional application
dependencies prior to implementing Field Service or Advanced Scheduler.
Field Service Mandatory Dependencies
Field Service Conditional Dependencies
Advanced Scheduler Mandatory Dependencies
Advanced Scheduler Conditional Dependencies
Field Service Mandatory Dependencies
Before setting up Oracle Field Service, you must install and fully implement these
Oracle applications or components:
Oracle Inventory
Oracle Order Management
Oracle Service
Charges
Install Base
Counters
Oracle Common Application Components
Assignment Manager
Resource Manager
Territory Manager
Task Manager
Escalation Manager
Calendar
Gantt
Notes
Interaction History
Field Service Conditional Dependencies
To work effectively with Oracle Field Service it is recommended that you install and
fully implement these Oracle applications or components:
Oracle Spares Management
Oracle Advanced Scheduler
Oracle Contracts Core
Oracle Service Contracts
Navigation Technologies spatial data
Oracle CRM Gateway for Mobile Devices
Oracle Field Service/Laptop
Oracle Field Service/Palm Devices
Oracle Field Service/Wireless
Oracle Depot Repair
If using preventive maintenance, some features of the Oracle Complex Maintenance,
Repair and Overhaul (CMRO) application are used.
Important: It is not necessary to license the CRMO application.
Mandatory and Conditional Dependencies 3-3
Advanced Scheduler Mandatory Dependencies
Before setting up Oracle Advanced Scheduler, you must install and fully implement
these Oracle applications and components:
Oracle Field Service
Prerequisites to the Oracle Field Service implementation require several other
Oracle Applications to be installed, such as Oracle System Administrator, and
Oracle Inventory.
Oracle Common Application Components
The following components are applicable to Advanced Scheduler:
Resource Manager
Territories
Tasks
Calendar
For information regarding the installation and implementation of these applications, see
the Oracle Common Application Components Implementation Guide.
Advanced Scheduler Conditional Dependencies
To work effectively with Oracle Advanced Scheduler, it is recommended that you
install and fully implement the following Oracle applications and components:
Oracle Spares Management
For the current release, Spares Management implementation documentation is
contained in this guide. See Setting Up Oracle Spares Management, page 7-2.
NAVTEQ
NAVTEQ refers to a third-party application. To use the Advanced Scheduler
spatial data module, install NAVTEQ spatial data, or equivalent, prior to
implementing Oracle Advanced Scheduler.
See Confirming Setup and Loading Spatial Data, page 8-3 in this guide.
Performance Requirements and High Availability 4-1
4
Performance Requirements and High
Availability
This chapter documents about High Availability (HA), mapping of responsibilities for
HA and the user actions supported in Field Service in HA.
About High Availability
About Mapping Responsibilities
Concurrent Programs Supported in Field Service in High Availability
User Actions Supported in High Availability
About High Availability
Organizations providing round the clock support to their customers require computer
systems to also be available 24x7. Hence, any planned or unplanned outages may bring
down employee productivity, reduce customer satisfaction and affect business until all
systems are back up and running. Service companies that have shorter turnaround
times can adversely be affected by such downtimes. Oracle TeleService provides high
availability (HA) of critical features. This feature is especially useful where a single
instance is run and entire operations are affected by these downtimes.
High availability refers to enabling operational continuity of the business critical
functions of application or system during a scheduled production outage. Planned
production downtime may be due to patch applications or other system configurations
that require that the production instance is taken offline or restarted.
Related Topics
High Availability Solution, Oracle TeleService Implementation and Administration Guide
Critical Business Functions Available in High Availability, Oracle TeleService
Implementation and Administration Guide
Setting Up High Availability, Oracle TeleService Implementation and Administration Guide
About Mapping Responsibilities
Responsibilities enable users to access different user interfaces on the high availability
instance. During the HA Record phase, users are given access only to the HA
equivalents of their standard production responsibilities. The HA responsibilities give
access to a limited set of UIs and functions that are available on the HA instance. When
the production instance is restored, users will resume with their regular responsibilities.
The Service High Availability Administrator must setup the responsibilities on the
production instance. Since the high availability instance is a clone of the production
instance, the responsibility mapping performed on the production instance is available
on the high availability instance when the production instance is brought offline. The
fields on the High Availability Responsibility Mapping page display the list of active
responsibilities in Service, Field Service, and Mobile Field service.
Seeded Responsibilities
The following are the different seeded responsibilities for Field Service.
Field Service Technician HA
Field Service Dispatcher HA
Field Service Administrator HA
Field Service Manager HA
Before the HA instance is made available,
1. Only the System Administrator responsibility is available
2. All responsibilities that are marked as HA responsibilities are available.
Responsibilities on the production instance are mapped to responsibilities on the
HA instance.
3. No other responsibilities are available on the HA instance.
4. These HA responsibilities are then assigned to users with corresponding normal
responsibilities.
5. Barring few required programs for Service all other concurrent programs,
workflows, and business events cannot be run on the HA instance. See Concurrent
Requests Supported in Field Service in High Availability, page 4-3
6. Users will have access to the regular responsibilities when they move back to the
production environment.
Mapping Responsibilities
Use this procedure to map responsibilities on the production instance.
To map responsibilities:
1. On the High Availability Responsibility Mapping page, select the responsibility
name from the Responsibility Name list. All responsibility mappings related to the
selected responsibility are displayed in the Application Name, HA Application
Name, and HA Responsibility Name fields.
2. Click Delete to delete a responsibility mapping. To delete multiple responsibility
mappings select the check box next to the mapping and click Delete.
3. Click the Add icon to add a responsibility mapping.
4. Click Apply.
5. Click OK. The values in this setup are saved to the CSM_HA-RESP_MAPPINGS
table that is used during the HA Record start phase.
Concurrent Programs Supported in Field Service in High Availability
The following concurrent programs are supported on the high availability instance:
1. Generate Field Service Trips
2. Find Invalid Address
3. Auto Commit Tasks
4. Search and Schedule Tasks Automatically
5. Optimize across Trips
User Actions Supported in High Availability
The following table lists the user actions/functionality that is supported in HA. Features
that have the Capture Transaction in HA Mode column set to Y (Yes) are supported in
HA mode. These functions/transactions will be captured and replayed in the
production instance. Features that are set to N (No) in the Capture Transaction in HA
Mode column must either be hidden, disabled or enabled in read-only mode so that the
users cannot make updates that will not be captured. In OA HTML pages, you can do
this through personalization.
Features that have the Enabled in UI in HA Mode column set to Y are displayed on the
UI and can be accessed in the HA mode. For features that are marked as N, users cannot
access them and the feature can either be disabled or is not shown on the UI.
Module Flow/Location User Action Capture
Transaction in
HA Mode
Show/Enable in
UI in HA Mode
Debrief
Enter/update
debrief (entering
information)
Y Y

Enter debrief
(creating
charges)
Y Y

Update
assignment
status
Y Y

View/Enter notes Y Y

Access Calendar
button
(read-only)
N Y

Create Personal
Task
Y Y
Dispatch Center Overview Tab

View Task N Y

All Notes button Y Y

Task Notes
button
Y Y

Customer
Confirmation
button
Y Y
Service Request
Tab

Transaction in
HA Mode
Show/Enable in
UI in HA Mode

View Service
Request info
(read-only)
N Y

View/Enter notes Y Y

View/Query
Service History
N Y

Add
Attachments
Y Y
Escalations Tab

View Escalations
(read-only)
N Y
Spares Tab

View Spares
(read-only)
N Y
Product Tab

View Product
info (read-only)
N Y
Resources Tab

View Assignee
info
N Y

Update Task
Assignment
Status
Y Y
Address Tab

View Address
info (read-only)
N Y
Transaction in
HA Mode
Show/Enable in
UI in HA Mode
Contacts Tab

View Contacts
info (read-only)
N Y
Skills Tab

View Skills info
(read-only)
N Y
Access Hours
Tab

View access
hours info
(read-only)
N Y
Task
Dependency Tab

View task
dependency info
(read-only)
N Y
Parent/Child Tab

View
parent/child info
(read-only)
N Y
Plan Board

Update Trip N users can do
it, but it will not
be replayed
Y

Delete Trip N users can do
it, but it will not
be replayed
Y
Transaction in
HA Mode
Show/Enable in
UI in HA Mode

Block Trip N users can do
it, but it will not
be replayed
Y

Recalculate Y Y

Optimize Y Y

Commit Y Y

Schedule Task Y Y

Create and
Update Personal
Task
Y Y

Create and
Update
Follow-up Task
Y Y
Setup Setup access

hours
N N
Menu Tools Lock Query N users can do

it, but it will not
be replayed
Y

Repeat Last
Query
N users can do
it, but it will not
be replayed
Y

Edit Query N users can do
it, but it will not
be replayed
Y

Save Query As N users can do
it, but it will not
be replayed
Y

Optimize Across
Trips
Y Y
Transaction in
HA Mode
Show/Enable in
UI in HA Mode

Recalculate All
Trips
Y Y

Auto Commit
Tasks
Y Y

Find Invalid
Addresses
Y Y

Change Invalid
Addresses
N users can do
it, but it will not
be replayed
Y

Hide Shift Tasks N Y

Show Regular
Shifts
N Y

Show Stand By
Shifts
N Y
Menu Map
Options
View Selected
Task(s) on
Google Map
N Y

View All
Territory Task(s)
on Google Map
N Y

Launch Google
Map
N Y
Menu Navigate Schedule

Management
Y Y

Access Hours Y Y

Task
Dependencies
Y Y
Transaction in
HA Mode
Show/Enable in
UI in HA Mode

Parent/Child Y Y

Skills
Assignment
Y Y

Parts
Requirement
N Y, but read-only

Source
Document
Y Y launches the
SR UI

Customer
Confirmation
Y Y

Select Territories
and Task
Owners
N, users can
select but will
not be replayed
Y

Resource
Addresses and
Subinventories
N Y, but read-only

Resource Skills
Management
N Y, but read-only

Service History N Y

Spares
Management
N N
SpreadTable
menu
Copy Cell Y Y

Copy Selected
Rows
Y Y

Copy All Rows Y Y

Find in Table N Y
Transaction in
HA Mode
Show/Enable in
UI in HA Mode

Refresh N Y

Sort N Y

Go To N Y

Auto Schedule Y Y

Commit Task Y Y

Schedule Y Y

Reschedule
Selected Task
Y Y

Reschedule
starting at
selected Task
Y Y

Customer
Confirmation
Y Y

Unschedule Task Y Y

Cancel selected
task
Y Y

Cancel starting
at selected Task
Y Y

Debrief Y Y

Parts
Requirement
N Y, but read-only

Access Hours Y Y

Task
Dependencies
Y Y
Transaction in
HA Mode
Show/Enable in
UI in HA Mode

Parent/Child Y Y

Change Invalid
Addresses
Y Y

Send Message N Y

Source
Document
Y Y

Task Related
Information
Y Y

View Task on
Google Map
N Y
Menu Plan
Board/Gantt
Create Personal
Task
Y Y

Create Trip N not
replayed; trips
must be created
before entering
HA mode
Y

Receive Parts Y Y

Return Parts Y Y

Commit
Schedule
Y Y

Schedule
Management
Y Y

Resource
Information
Y Y

Calendar Y Y
Transaction in
HA Mode
Show/Enable in
UI in HA Mode

Resource
Address and
Subinventories
N Y, but read-only

Resource Skills
Management
N Y, but read-only

View Technician
Location on to
Google Map
N Y
Technician/Adm
inistrator Portal
& MFS Wireless
Tasks Task list on
dashboard
N Y

Search task N Y

Update task Y Y

Create follow up
task
Y Y

Create personal
task
Y Y

Schedule task Y Y

Update IB
(Actions LOV)
N N
Service Request Search service

request
N Y

Update service
request
Y Y

Create service
request
Y Y
Transaction in
HA Mode
Show/Enable in
UI in HA Mode

View service
history
N Y

Update counter
readings
Y Y
Parts Search parts N Y

Transfer parts N N

Order parts N N

Receive parts N N

Return parts N N
Debrief Capture debrief-

labor, material,
expense
Y Y

Process debrief
to charges
Y N/A

Travel debrief Y Y

Debrief error
correction
Y Y

Debrief E-record
Approval
N N

Default travel
and labor debrief
based on task
status updates
Y Y

Capture
signature
Y Y
Contract View contracts N Y

Transaction in
HA Mode
Show/Enable in
UI in HA Mode
Customer View customer

and contact info
N Y
Notes View/create
notes
Y Y
Install Base View install base

configuration
N Y

Update install
base
configuration
N N
Knowledge
Management
(KM)
View KM N Y

Create/update
KM
N N
Miscellaneous Upload/downloa
d attachment
Y Y

Access maps and
driving
directions
N Y
Spares
Management
Planners
Desktop

Spares Logistics Part Search

Hierarchy
N Y

Parts Return N N

Parts
Requirement
Search
N Y
Transaction in
HA Mode
Show/Enable in
UI in HA Mode

Receive Inbound
Orders and
Reservations
N N

Repair Purchase
Order Details
N N
Move Order

Part Search
Hierarchy
N Y

Order Part N N

Repair Part N N

Create Move
Order
N N

Reservations N N

Print Picklists N N

Confirm Picklists N N

Packlists N N

Receive
Shipments
N N

Move Order
Status
N N
Advanced
Scheduler

Geocoding
addresses
N not replayed
in production
instance
Y
Transaction in
HA Mode
Show/Enable in
UI in HA Mode

Find Invalid
Addresses
N Y

Record
confirmation
requirement,
receipt
Y Y

Schedule a task
in intelligent
mode
Y Y

Schedule a task
in
window-to-prom
ise mode
Y Y

Schedule a task
in assisted mode
Y Y

Unschedule a
task
Y Y

Optimize trip Y Y

Parts search Y Y

Parts
order/reservatio
ns
N N
E-Business Suite Application Implementation Tasks 5-1
5
E-Business Suite Application
Implementation Tasks
This chapter describes in detail and in the recommended order, the implementation
tasks for Oracle E-Business Suite applications relevant to Oracle Field Service.
Summary of E-Business Suite Implementation Tasks
Setting Up the System Administrator
Defining Key Flexfields
Defining Calendars, Currencies, and Set of Books
Confirming Setup of Territory Manager
Setting up Field Service Customers and Resources
Confirming Setup of Inventory
Confirming Setup of Order Management
Setting Up Business Processes
Setting up the Field Service Request and Solution
Summary of E-Business Suite Implementation Tasks
You can implement Oracle Field Service in many different ways, the following checklist
describes the recommended order to implement the relevant applications in the Oracle
E-Business Suite as they relate to Oracle Field Service. These setups are standard for the
application unless Field Service-related steps are noted in the details.
Complete the following implementation steps in sequential order:
E-Business Suite Implementation Task Sequence
1. Setting Up the System Administrator, page 5-3
2. Defining Key Flexfields, page 5-4
3. Defining Calendars, Currencies, and Set of Books, page 5-6
4. Confirming Setup of Employees, page 5-9
5. Confirming Set Up of Resources, page 5-9
6. Confirming Setup of Inventory, page 5-12
7. Confirming Setup of Order Management, page 5-20
8. Setting Up Oracle Work In Process, page 5-22
9. Setting Up Oracle Bills of Material, page 5-22
10. Setting Up Oracle Purchasing, page 5-23
11. Confirming Setup of Service Request, page 5-27
12. Confirming Setup of Customer Model 11i (TCA), page 5-8
13. Confirming Setup of Territory Manager, page 5-7
14. Confirming Setup of Tasks, page 5-28
15. Confirming Setup of Escalation Management, page 5-31
16. Confirming Setup of Charges, page 5-33
17. Confirming Setup of Knowledge Management, page 5-28
18. Confirming Setup of Counters, page 5-18
19. (Optional) Confirming Setup of Notes, page 5-32
20. (Optional) Confirming Setup of Interaction History, page 5-32
21. Confirming Setup of Install Base, page 5-24
22. (Optional) Confirming Setup of Contracts Core, page 5-26
23. (Optional)Confirming Setup of Service Contracts, page 5-26
24. Confirming Setup of Assignment Manager, page 5-26
25. Confirming Setup of Calendar, page 5-10
Setting Up the System Administrator
To fully implement Oracle Field Service, and set up the system across all applications,
you need the System Administrator responsibility. Please see Oracle Applications System
Administrator's Guide for more information.
The Oracle Field Service application is delivered with these seeded responsibilities:
Field Service Seeded Responsibilities
Responsibility Description
Field Service Administrator Can perform all administrative tasks within
CRM Service, such as Setup.
Field Service Manager Access to all applications and windows within
CRM Service.
Limited setup capability, such as creating task
types.
Field Service Dispatcher Access to all applications within CRM Service.
Field Service Representative Access to a limited set of windows from the
applications within Oracle Field Service.
Preventive Maintenance Access to Preventive Maintenance setups.
Preventive Maintenance Reports Provides access to Preventive
Maintenance-related concurrent programs,
which are used during the execution phase of
the program.
Responsibility Description
Field Service Technician Portal Provides access to the Field Service web-based
module.
You will need to create an Oracle Applications user with the appropriate
responsibilities for performing implementation procedures. The user name you assign
to the user can be used to log on to the Oracle Field Service suite of products.
You must use the System Administrator responsibility to create the user. The user you
create must be specified as a Person by selecting the appropriate name in the Person
field in the User window. The name of the person will be available in the list of values
only if the person has already been defined as an employee.
Assign all of the following responsibilities to the user you are creating:
Spares Management
Field Service Manager
Order Management Super User
System Administrator
Inventory
Optionally, if you are using the Preventive Maintenance module, you must assign the
following two responsibilities to the user:
Preventive Maintenance
Preventive Maintenance Reports
Use the Users window to define the Oracle Field Service user. This user will need to be
uniquely identified by an application user name.
To define additional responsibilities, please see Oracle Applications System
Administrator's Guide.
Set up printers (optional). For more information, see Setting Up Your Printers,
Oracle Applications System Administrator's Guide.
Defining Key Flexfields
The setup of key flexfields is required.
Be sure to coordinate with other applications such as Oracle Human Resource
Management or Oracle General Ledger, those products' flexfield setup before defining
the key flexfields here, as it is not recommended to change flexfields frequently. For
more information, see Oracle Applications Flexfields Guide.
For each key flexfield, you perform the following tasks, some of which are optional for
some flexfields:
Define the flexfield structure.
Define value sets.
Define flexfield segments.
Define flexfield segment values.
Define security rules.
Assign security rules.
Define rollup groups.
Define crossvalidation rules.
Steps
1. Set up the Accounting flexfield.
You may not need to perform this step if you have already installed and set up
Oracle General Ledger or performed a common application setup. For more
information, see Oracle General Ledger User's Guide.
2. Set up the following Human Resources key flexfields.
You may not need to set up these key flexfields if you have already installed and set
up Oracle Human Resource Management Systems or performed a common
applications setup:
Grade flexfield
Job flexfield
Position flexfield
People Group flexfield
For more information, see Oracle Human Resources User's Guide.
Defining Calendars, Currencies, and Set of Books
The setup of calendars, currencies, and a Set of Books is required.
If you have defined your calendars, currencies, and set of books while setting up a
different Oracle Applications product, proceed with the next step. However, if you are
performing a multi-organization implementation, see the note below.
Note: If you are performing a multi-organization implementation, you
may optionally create more than one calendar, currency, or set of
books. For more information, see Multiple Organizations in Oracle
Applications.
To set up calendars, currencies, and a set of books perform these steps:
Define a Calendar, page 5-6
Define Currencies, page 5-7
Define a Set of Books, page 5-7
Open and Close Accounting periods, page 5-7
Defining a Calendar
Carefully consider the type of calendar that you need for the organization, it can be
difficult to change the calendar (for example, from a fiscal year to a calendar year) after
you have used it to enter accounting data.
You must set up the following calenders:
Define period types. For more information, see Defining Period Types, Oracle
General Ledger User's Guide.
Define accounting calendar. For more information, see Defining Calendars, Oracle
General Ledger User's Guide.
Define transaction calendar. For more information, see Defining Transaction
Calendars, Oracle General Ledger User's Guide. (Optional)
Define workday calendar. For more information, see Overview of Workday
Calendar, Oracle Bills of Material User's Guide. (Optional)
Define exception templates. For more information, see Creating a Workday
Exception Template, Oracle Bills of Material User's Guide.(Optional)
Defining Currencies
Use the Currencies window, page A-1 to define non-ISO (International Standards
Organization) currencies and to enable or disable currencies. Oracle has predefined all
currencies specified in ISO standard 4217. To use a currency other then U.S. dollars
(USD), you must enable that currency. USD is the only currency that is enabled by
default.
Perform these setups:
Define currencies.
Define conversion rate types.
For more information, see Defining Currencies and Defining Conversion Rate types in
the Oracle General Ledger User's Guide.
Defining a Set of Books
A set of books determines the functional currency, account structure, and accounting
calendar for each company or group of companies. If you need to report on the account
balances in multiple currencies, you should set up one set of books for each reporting
currency.
Your primary set of books should use your functional currency. Each reporting set of
books should use one of your reporting currencies.
Proceed with these setups as you set up a Set of Books:
Assign your set of books to a responsibility.
Set up accounting code combinations.
For more information, see the Oracle General Ledger User's Guide.
Opening and Closing Accounting Periods
It is necessary to open and close accounting periods. For more information, see Opening
and Closing Accounting Periods, Oracle General Ledger User's Guide.
Confirming Setup of Territory Manager
In Oracle Field Service, territories are used for three purposes:
You create territories for scheduling purposes based on qualifiers. These territories
are used by the Assignment Manager and Oracle Scheduler (when installed) to
assign a task to a service representative.
Note: To ensure that the Scheduler can schedule to the technicians
from the appropriate territories, you can optionally enable the Time
of the Day and Day of the Week territory qualifiers in Oracle
Territory Manager. Additionally, you must define territory types
with these qualifiers as the attributes prior to creating territories.
See: Enabling Matching Attributes in Oracle Territory Manager
Implementation Guide and Creating Territory Types in Oracle
Territory Manager User Guide.
You create territories with resources (field service representatives) assigned to
them. You will use these territories to assign them to one or more planner groups
(created in Resource Manager). Once they are assigned to the planner groups this is
the default group of field service representatives that is shown to a planner in the
Oracle Field Service Dispatch Center.
Set up Territory Manager as described in the Oracle Territory Manager Implementation
Guide. Create Territory Types as described in Oracle Territory Manager User Guide.
The creation of territories is also addressed in more detail in Setup Resource Relations
as part of Confirming Setup of Resources, page 5-9
Setting up Field Service Customers and Resources
Field Service is provided to customers by technicians who are assigned to these tasks by
dispatchers and managed by administrators. These resources of dispatchers,
administrators, and technicians can be employees or suppliers or belong to third party
organizations that provide the service.
Confirming Setup of Customer Model 11i (TCA)
Customer Model 11i is an architecture designed to support complex trading
communities. The goal of the Customer Model is to provide the foundation for Oracle
ERP, CRM, and E-Business applications. It strives to model all relationships within a
given trading community. For example the trading community of an appliance
manufacturer might include suppliers, distributors, re-sellers, retailers, and service
providers.
To maintain consistency across all applications Oracle Field Service shares the new
customer master information with other modules. Customers can be defined in Order
Management, Oracle Receivables, and Customer Support.
Multiple addresses can be defined for one or more businesses, for example Ship-To
address, Bill-To address, and installation address. To be able to assign tasks to field
service representatives, the Installed-At address needs to be defined.
In both applications make sure the Installed At address is defined.
For setup details please refer to Oracle Customer Care Concepts and Procedures or Oracle
Order Management User's Guide.
Confirming Setup of Employees
The setup of employees is required. You setup employees in Oracle Human Resources.
Please refer to the appropriate section in Oracle Human Resource Management Systems to
enter and maintain employees.
The Setup of Employees is also addressed in more detail in Confirming Setup of
Resources, page 5-9 of the Field Service set up.
Confirming Setup of Resources
Make sure you implement Resource Manager as described in the Resource Manager
section in the Oracle Trading Community Architecture Technical Implementation Guide.
The Oracle Field Service specific setup of Resource Manager involves the following:
Set up service technicians. In the Resource Manager assign the role of Field Service
Representative or Field Service Third Party Technician to a resource to make the
resource visible in the Dispatch Center.
A field service technician does not have to be defined as an employee and does not
have to be an Oracle Applications User. A third party technician can be defined as a
supplier contact or an employee who is not on the payroll.
Set up dispatchers. A dispatcher does not need a specific role assigned. You can
assign the role of "Field Service Dispatcher" in the Resource Manager.
A dispatcher needs to be defined as an employee and assigned an Oracle
Applications User. Define the dispatcher as an employee, create an application user
ID for the dispatcher, and then import the employee into the Resource Manager to
define it as a resource.
Create dispatcher groups by creating resource groups with only dispatchers
assigned to it. The dispatcher groups are used to group service technicians assigned
to the same territory.
Set up administrators. An administrator needs to be defined as an employee and
assigned an Oracle Applications User ID. Define the administrator as an employee,
create an application user ID for the dispatcher, and then import the employee into
the Resource Manager to define it as a resource.
Note: You can set up third party administrators in the same way by
assigning the role of Field Service Third Party Administrator to a
not-on-the-payroll employee in the CRM Resource Manager.
Create administrator groups by creating a resource group with only an
administrator assigned to it. You can then assign territories to these groups which
in turn enables service technicians in these territories to be grouped under an
administrator.
Optionally, if you are using Preventive Maintenance, you must create a resource
group of type Preventive Maintenance. In this case, set the following values for this
resource group:
Access Type set to Service Request
From the Members tab, choose Employee in the Category field and associate
each employee that ought to be included in the group by choosing the
employee identifier in the Number field.
From the Usage tab, choose Support in the Usage field.
If you are using Third Party Service Providers for greater and faster field service
coverage, create a resource group of type Third Party. You can then create multiple
resource groups of this type each group consisting of individual resources such as
third party service provider or third party organization, third party administrator,
and third party technician. For more information, see Setting up Third Party Field
Service Resources, page 6-31.
The set up of Resources is also addressed in more detail in Setting Up Field Service
Technicians and Dispatchers, page 6-13 .
Confirming Setup of Calendar
The setup of Calendar is required to define the availability and non-availability of
resources (field service representatives). This information is used when scheduling a
task for a resource. Especially the setup of shifts is very important because it is used to
generate departure and arrival tasks for each service representative. These departure
and arrival tasks show up in the Oracle Field Service Dispatch Center and are used for
scheduling purposes. Make sure to perform the following setup steps:
Defining a Calendar, page 5-11
Defining Calendar Exceptions, page 5-11
Defining Shifts, page 5-11
Assigning Shifts/Exceptions to Calendar, page 5-11
Assigning Resources to Calendar, page 5-11
Defining a Calendar
Create a high level definition for a calendar for a particular group of resources.
Steps
1. Navigate to the Calendar window, page A-1.
2. For details, see Oracle Common Application Calendar Implementation Guide.
Defining Calendar Exceptions
Define the exceptions that could occur for a calendar, such as Christmas holidays.
Steps
1. Navigate to the Exceptions window, page A-1.
Assigning Resources to Calendar
Define for each calendar for which resources it applies.
For information on defining an accounting calendar, see Defining a Calendar , page 5-6
and Defining a Calendar., page 5-11
Steps
1. Navigate to Assign Resources window, page A-1.
2. For details, see Oracle Common Application Calendar Implementation Guide and
Assigning the Resource to a Calendar., page 6-20
Defining Shifts
Define the regular and stand by availability types (including working hours) for your
resources.
Steps
1. Navigate to Define Shifts window, page A-1.
2. For details, see the Oracle Common Application Calendar Implementation Guide.
Assigning Shifts/Exceptions to Calendar
Define what shifts and exceptions you want to associate with a calendar.
Steps
1. Navigate to Assign Shifts/Exceptions window, page A-1.
Confirming Setup of Inventory
The implementation of Inventory is required for several purposes within the Field
Service suite of products. These include:
To define the units of measurement (UOM) required by Oracle Field Service.
To report on items used, taken down on the Field Service Debrief. You update
Inventory from the Field Service Debrief.
Field Service Debrief contains three tabbed pages: Material, Labor and Expense. The
Item field in the Field Service Debrief for each tab displays the following items:
Material tab: All items defined in the Service tabbed page of Master Items having a
billing type associated with a billing category of Material are displayed in the list of
values for items in the Material tabbed page.
Labor tab: All items defined in the Service tabbed page of Master Items having the
billing type with a billing category of Labor are displayed in the list of values for
items in the Labor tabbed page.
Expenses tab: All items defined in the Service tabbed page of Master Items having
the billing type with a billing category set to Expense are displayed in the list of
values for items in the Expenses tabbed page.
Spares Management functionality requires Inventory setups to enable the following
core functionality:
Inventory organizations are used to define warehouses and groups of field
technicians.
Spares Management uses inventory organizations as a structure for
subinventories that contain spare parts. Inventory organizations represent
warehouses and groups of field engineers.
Subinventories are used to define parts inventory locations for defective and
usable parts.
The Inventory Item Master is used to define spare parts. The additional features
of serial number, lot, locator and revision control can optionally be
implemented in Spares Management.
Items, or spare parts, are assigned to subinventory locations.
Inventory balance tracking is viewable in Spares Management.
Inventory accounting is used when a short receiving line is closed for parts.
The Inventory Min/Max Planning concurrent program is used to automatically
replenish spares parts inventories.
Preventive Maintenance module uses items in Inventory to enable PM programs
and the creation of coverage templates.
Refer to the following sections of the Oracle Inventory User's Guide for detailed
instructions on how to set up and administer inventory organizations:
Overview of Inventory Structure
Creating an Organization
Defining Organization Parameters
In the Organization Classification section of the Define Organizations window, each
Spares Management organization must include Inventory Organizationas a classification.
Otherwise the setup is standard.
The following Field Service-specific setup steps are necessary.
Define Unit of Measurement, page 5-14
Check Profile Option for Operating Unit Setting, page 5-14
Defining Subinventories, page 5-14
Additional Setup Required for Intransit Subinventory, page 5-15
Set Up Account Aliases, page 5-16
Define Items, page 5-16
Define Planners, page 5-18
Define Shipment Methods, page 5-19
Define Freight Carriers, page 5-20
Suggestions for setting up organizations in Oracle Inventory for Spares Management
You should set up an organization for each warehouse that stores parts. You should
also set up organizations for groups of field engineers, based on your organizational
structure. The Spares Management logistics process can move parts within a single
inventory organization and across multiple inventory organizations.
Spares Management provides for the management of both usable and defective
inventories. If costing for the defective inventory is different than costing for the same
items in usable inventory, separate organizations should be created for the defective
subinventories.
Set up Inventory as described in Overview of Setting Up in Oracle Inventory User's Guide
. Ensure that all the following required steps have been reviewed and completed as
necessary:
Create items.
Make sure that on Master Item level the Serviceable Product flag is checked for the
organization.
Defining Unit of Measure
You need to define the unit of measure (UOM) for Hour and Minute. Two profile
options in Field Service make use of these UOMs. It is used to define a planned start
and end time when creating a task.
Note: The Unit of Measure for Hours is pre-defined for use on the
Oracle Field Service Report.
Make sure the unit of measure for Hour and Minute is defined. For setup details please
refer to Oracle Inventory User's Guide for more information.
Checking Profile Option for Operating Unit Setting
Make sure the profile option MO: Operating Unit is set to the operating unit that
represents your enterprise.
Steps
1. Navigate to the System Profile Values window, page A-1.
2. To narrow your search, enter MO% at the Profile field.
3. Click Find.
4. Check if the following profile option is set to the appropriate operating unit:
MO: Operating Unit
Defining Subinventories
Subinventories are unique physical or logical separations of material inventory. Spares
Management uses subinventories for tracking usable and defective spare parts.
Standard setup is required in Oracle Inventory for subinventories. The setup of a
subinventory in Oracle Inventory is a partial setup. The balance of the setup occurs in
Spares Management where additional parameters for the subinventory are defined in
either loops or hierarchies.
The minimum setup for subinventories to be used in Spares Management follows. For
detailed information regarding subinventories, please refer to the Oracle Inventory User's
Guide.
Steps
1. Navigate to the Subinventories window, page A-1.
2. Enter a name for the subinventory.
3. Enter a description for the subinventory.
4. Check the following check boxes so the subinventory can be used by Spares
Management:
Qty Tracked
Asset Subinventory
Allow Reservation
5. Save your work.
Additional Setup Required for Intransit Subinventory
A special subinventory is required to track intransit between subinventories for each
organization. This subinventory can be named, for example, INTRANSUB with a
description of Intransit subinventory.
The following parameters should be checked:
Qty Tracked
Asset subinventory
The Locator Control field must be set to NONE. The Intransit subinventory does not use
locators.
The Lead Times, Sourcing, and Items/subinventories fields should be left blank. These
fields are either not used or are populated in the Authorized Stock List from the Spares
Management windows.
Guidelines
Spares Management provides for the management of both usable and defective
inventories. Subinventories for defective items should be set up along with the
subinventories for usable items. The distinction between usable and defective
subinventories will be made in the Spares Management setup window.
Setting up Account Aliases
An account alias is used to identify the financial account to be used for over- and
under-receiving in Spares Management. To use it, you must set up an account alias in
the relevant organization. This also enables the Close Line button on the Receive
Shipments window.
You must set up the specific alias outlined in the following steps.
Steps
1. Navigate to the Account Aliases window, page A-1.
2. After choosing the Organization, in the Account Aliases window, enter the
following name of the alias in the Alias field: CSP_RECEIPT.
3. Enter the following description:
Account for Spares Management over and under receipt.
4. Select the account to be used.
5. Enter the date on which this alias account is to be effective.
6. Save your work.
Defining Items
Standard setup in Oracle Inventory is required for items. Additionally, Field Service
Debrief, Spares Management, and Preventive Maintenance all use items and require
some specific settings to enable items to be properly displayed in the application.
For Debrief, you can set up items that are both trackable (those items associated with
the billing category of Material) and items that are non-trackable, which includes those
items that are of a billing category of Labor or Expense.
In addition to the standard item setup, the specific requirements for both trackable and
non-trackable items to be used by Field Service Debrief, Spares Management, and
Preventive Maintenance are as follows:
Service Tab
If the item is to be trackable, select the Serviceable Product check box. Additionally,
the Install Base Tracking checkbox is automatically selected.
For trackable items, select a Billing Type that is associated to the Material Category.
For items that are set up as Labor, select the Billing Type of "Labor."
For Spares Management, in the Recovered Part Disposition field you can optionally
choose a value. The Recovered Part Disposition field defines items as spares parts
that will be active in Spares Management.
The Recovered Part Disposition field has three choices:
No Return. Indicates to the service representative that return of the recovered
part is not required.
Fast return. An RMA is created and the recovered part is returned to Depot
Repair.
Slow Return. The part is transacted into the service representative's designated
defective subinventory.
Inventory Tab
The Inventory Item check box must be selected for items of type Material. This
requirement applies to all items to be used by Spares Management as well.
For items of billing category of Material, select the Stockable check box. This
automatically enables the Reservable and Transactable attributes.
Order Management Tab
For items with a billing category of Material, select the Customer Ordered check
box. This automatically enables the Customer Orders Enabled checkbox
The following two attributes must be set to allow the item to be shipped on an
internal order in Order Management:
Internal Ordered
Internal Orders enabled
For detailed information relating to setting up Items refer to the Oracle Inventory User's
Guide.
Guidelines
Items with the associated billing category of Material must be associated with a price
list. For details, see Setup of Price Lists, page 5-20.
Once you have set up an item in a master organization, you can assign it to all
organizations by navigating to Tools > Organization Assignment and clicking Select All.
Setting Up On Hand Quantity for Items
To set an on-hand quantity value for items of billing category Material for specific
subinventories, you must set these up in Oracle Inventory.
Prerequisite
Items and subinventories must be set up.
Steps
1. Navigate to the Miscellaneous Transaction window, page A-1.
2. In the Transaction Type field, select Miscellaneous Receipt from the list of values.
3. Click the Transaction Lines button.
The Miscellaneous Receipt window appears.
4. Choose the Item you want to set an on-hand quantity for from the list of values.
5. Choose the Subinventory you want to associate to this Miscellaneous Receipt line
from the list of values.
6. Enter a numeric value in the Quantity field.
This represents the on-hand quantity value for this item and subinventory.
7. If the Account field is enabled, select an Account from the list of values.
8. Save your work.
Guidelines.
You must repeat the above steps for each subinventory that you want to set an on-hand
quantity for a specific item.
You can verify these values by navigating to Inventory > On-Hand Availability >
On-Hand Quantities and selecting the Item/Subinventory combination that you setup
during this process. The Quantities will be displayed.
Setting up Counters
The setup of Counters is required to be able to report counter readings when
performing a field service visit. You can access counters through the Field Service
Debrief. Only items that are set up as trackable (the Stockable and Trackable check
boxes are selected in the Inventory tab of the Master Item window) and have a billing
type of Material or Component can be associated with a counter.
You must set up Counter Groups and individual counters that you associate with items.
Please refer to the appropriate section from Oracle Service Implementation Guide for
Counters setup.
No additional Field Service specific setup steps are necessary.
Defining Planners
Use this procedure to define planners. In Spares Management, inventory planners are
required to be associated with parts loops.
Prerequisite
The employee to be defined as a planner must have already been defined in Oracle
Human Resources or Oracle Purchasing. Please refer to the Oracle Inventory User's Guide
for additional information about planners.
Steps
1. Navigate to the Planners window, page A-1.
2. In the Planners window, enter the name of the planner in the Name field.
3. Enter the user role in the Description field.
4. Select the employee name from the Employee list of values.
5. Save your work.
Defining Shipment Methods
The Spares Management module provides functionality to specify estimated delivery
times for the shipment methods and freight carriers that are used to deliver spare parts.
Shipment methods must be defined in Oracle Inventory before delivery times can be set
up in Spares Management.
An overview of the steps for defining shipment methods follows. For additional
information about defining shipment methods, refer to the Defining Shipping Methods
section in the Oracle Inventory User's Guide.
Steps
1. Navigate to the Shipping Methods window, page A-1.
2. From the Ship Method Lookups window, enter a unique alphanumeric code
describing the shipping method.
3. Enter the Meaning of the shipping method code.
4. Enter a Description of the shipping method.
5. Optionally, enter from and to effective dates.
6. Indicate whether the shipping method is enabled.
7. Save your work.
Defining Freight Carriers
Spares Management provides functionality to specify estimated delivery times for the
shipment methods and freight carriers that are used to deliver spare parts. Freight
carries must be defined in Oracle Inventory before delivery times can be set up in
Spares Management.
For additional information about defining freight carriers, refer to the Defining Freight
Carriers section in the Oracle Inventory User's Guide.
Confirming Setup of Order Management
Implement Order Management as described in the Overview of Setting Up section of
the Oracle Order Management User's Guide.
Field Service Report requires specifically that you setup Price Lists, Units of Measure
(UOM), and two Inventory Item Attributes in Order Management. Price Lists contain
the list price for an item. Items could be material, but also labor and expenses like units
of driving distance. Once material, expense and labor transactions for a task have been
taken down on the Field Service Debrief, this information is updated to Charges. In
Charges the list price for the item is received from Order Management and is used to
generate an invoice for a customer.
Oracle Field Service requires a unit of measure (UOM) for measuring the item, for
example, Each or Dozen. The UOM is displayed on the Field Service Debrief in
accordance with the item that is selected. After setup of Unit of Measurement for an
item, it is displayed automatically in the Field Service Debrief when the item is selected.
The Spares Management module uses Order Managment to process internal orders that
move across inventory organizations, and pick, pack and shipping processes for
internal orders. The two attributes are as follows:
Internal Ordered Item - Allows an item to be ordered on an internal requisition.
Internal Orders Enabled - Allows an item to be ordered internally.
Refer to the Item Attributes section of the Oracle Order Management User's Guide for
additional information about setting these attributes.
Setting Up Price Lists
Perform these steps to create price lists listing prices for items.
Steps
1. Navigate to the Price List Setup page, page A-1.
2. From the Price List setup page, in the Name field, enter a name for the Price list.
3. At Description enter a description of the Price List.
4. The functional currency for your business unit defaults into the Currency field.
5. At Round To enter the rounding factor to be applied in the Price list.
A positive number indicates the number of digits to the right of the decimal
point.
A negative number indicates the number of digits to the left of the decimal
point.
The default setting is -2.
6. At Effective Dates enter the start and end date for the Price List to be effective.
7. Select Payment Terms from the list of values.
Examples of options include Collect, Prepaid, Third Party Billing, etc.
8. Select the default Freight Terms and Freight Carriers from the list of values.
9. Click on the List Lines tab.
10. In the Product Context field, select Item.
11. Select Item Number in the Product Attribute field from the list of values.
12. In the Product Value field, select the item number of the item you want to associate
with the price list from the list of values.
13. Keep the default values for UOM.
14. Choose an Application Method for the price list for this item.
Acceptable values are as follows:
Unit Price or Percent Price for service items.
For inventory items or item categories only, Unit Price is used.
15. In the Value field, enter the list price for the item.
16. For service items enter a value at Dynamic Formula and leave Static Formula open.
17. At Start Date and End Date enter the effective date for this item line.
The dates entered should be within the Effective Dates entered for the Price List.
18. At Line Type select Price List Line from the list of values.
19. At Modifier Level select Line from the list of values.
20. Enter a value at Precedence.
This is the product precedence. When the pricing engine is trying to locate a price, it
uses Precedence to resolve conflicts when it selects more then one list line from a
Price List.
21. Check Primary UOM if this is the primary pricing UOM for this list line item on the
price list.
22. Repeat steps 8-20 for each item you want to associate with this price list.
23. Save the Price List.
24. Click the Pricing Attributes button to define pricing attributes.
25. Enter a pricing context in the Product Context column and an attribute in the
Product Attribute column.
26. At Operator select = or BETWEEN.
27. At Value:
When Operator is BETWEEN, enter To.
Otherwise enter From.
28. Save Pricing Attributes.
Please refer to the Oracle Order Management User's Guide for additional details in this
procedure.
Setting Up Oracle Work In Process
Set up Work in Process (WIP) as described in Overview of Setting Up, Oracle Work in
Process User's Guide. Make sure that all of the steps described have been reviewed and
completed as necessary.
WIP functionality is used along with BOM in Spares Management to create and manage
repair orders. The repair order is a key piece of the total Loop Quantity. Without WIP or
equivalent functionality, the Spares Management planning process is not complete.
Setting Up Oracle Bills of Material
This is an optional step for Spares Management functionality, which is required only if
you have Oracle Bills of Material installed.
Set up Oracle Bills of Material (BOM) as described in Overview of Setting Up, Oracle
Bills of Material User's Guide. Make sure that all of the steps described have been
reviewed and completed as necessary.
This step is required only if you have Oracle Work in Process installed.
Setting Up Oracle Purchasing
The Spares Management module is dependent on Oracle Purchasing for the following
functionality:
Internal requisitions for processing internal orders for parts that move across
inventory organizations.
Receiving functionality for parts on internal orders.
Set up Oracle Purchasing as described in Overview of Setting Up, Oracle Purchasing
User's Guide.
Purchasing functionality in Spares Management is used to create and manage new-buy
orders. The repair order is a key piece of the total Loop Quantity. Without Purchasing
or equivalent functionality, the Spares Management planning process would not be
complete.
Setting Up Business Processes
Business Process setup is required to select the service activity codes in Field Service
Debrief and to get the order type information for creating orders or returns against
debrief lines.
Business processes are also used in the Preventive Maintenance module for service
request generation.
A business process groups the service activity codes to restrict the service activity code
availability. For example, Oracle has provided an out-of-box Field Service business
group that enables the relevant service activity codes. You can update this group
because it is not a seeded value.
Steps
1. Navigate to the Service Business Process window, page A-1.
2. Enabling the Service Request flag enables the user to pick this business process
when charges are invoked from Service Request.
3. Enabling the Depot Repair flag enables the user to pick this business process when
charges are invoked from Depot Repair.
4. Enabling the Field Services flag shows service activity codes for all business
processes that have this flag enabled in Field Service Debrief.
detailed Charges setup.
5. Save your work.
Setting up the Field Service Request and Solution
Field Service begins when customers who have purchased inventory items from an
organization, require that the organization repair or replace the item bought as part of
the warranty service.
Confirming Setup of Install Base
The Install Base is a repository that contains vital information and details of a service
provider's customers, products, and services. The service provider updates all data
contained in the Install Base.
Install Base is a component of Oracle Service, it consolidates information for customer
products in the Install Base. Each customer product includes the following:
Customer name and number
Bill-to location code, address, and contact
Ship-to location code, address, and contact
Installation location, address, and technical and administrative contact
Service Provider
Any other user-defined contacts
Use the Install Base to track your serviceable and customer products.
Make sure you set up Install Base as described in Oracle Service Implementation Guide:
Confirm the ERP setup
Confirm Customer Product Status setup
Confirm Customer Product Types (optional)
Confirm System Types setup
Confirm Transaction Billing Types setup
Confirm Split Product Reasons setup
Confirm Business Processes setup
Confirm Customer Product Configuration Types setup
Confirm profile options setup:
Many service options
Options to access HTML windows
Options for the Install Base Interface concurrent program
Confirm System Administration menu setup.
Confirm inventory item setup.
Test the Install Base Interface concurrent program.
Once the Install base has been set up you maintain it using the Field Service Debrief to
report on install base transactions and update Install Base from it.
Make sure the following is setup correctly:
Confirm Setup of Business Processes
Field Service Debrief displays the transaction types for only those business
processes that have the Field Service flag turned on. Oracle provides the following
business processes out-of-the-box. (These are not seeded values and therefore the
customer can update them.)
Field Service
Depot Repair
Confirm Setup of Transaction Billing Types
As mentioned above, transaction billing types with all business processes with the
Field Service flag turned on are displayed in the list of values for transaction types
on the Field Service Debrief page. This means you can have the same transaction
types repeated in the list of values because they can belong to multiple business
processes.
Confirm Setup of Billing Types
Currently three Billing Types are supported by Field Service Report: M (Material), L
(Labor) and E (Expense). These are seeded.
Complete the following Oracle Field Service specific setup steps:
Setting up Business Processes, page 5-23
Setting up Transaction Billing Types, page 5-32
Confirming Setup of Service Contracts
Oracle Service Contracts is not required. You can create a service request without any
service coverage.
When you are using Service Contracts a service contract is associated with a service
request. The service contract is associated with the:
Party
Account
System
Customer Product
Inventory Item
Select Service Contracts from the Product Coverage tabbed page on the service request
window. You can drill down to contract details on the Product Coverage tabbed page.
Please refer to the Oracle Service Contracts Implementation Guide for Service Contracts
setup.
Confirming Setup of Contracts Core
The set up of Contracts Core is optional, but when you have installed it, please refer to
the Oracle Contracts Implementation and Administration Guide for Contracts setup.
Confirming Setup of Assignment Manager
The set up of Assignment Manager is required because it is used to assign a service
representative to a task. It can be used from the service request window and the Oracle
Field Service Dispatch Center.
Please refer to the appropriate section from Oracle Common Application Calendar
Implementation Guide for Assignment Manager setup.
Please ensure the following profile options are set before using Oracle Field Service. The
profile options are set at the application level and are unique to Assignment Manager.
Steps
1. Navigate to the Personal Profile Values window, page A-1.
2. Click the Find icon and enter AC% in the Find field.
3. At Profile Name enter AC%.
4. Click Find.
You can set these options in any sequence.
Assignment Manager Profile Options
Step Profile Option Description
1 Activate Auto Selection of
Resources
To activate auto selection of
resources. Default set to: Y
(yes).
2 Activate Workflow Name To activate the workflow
plug-in. Default set to: None.
3 Activate Install Base Preferred
Resource
To retrieve preferred resource
information from the install
base application. Default set
to: Y (yes).
4 Activate Contracts Preferred
Resources
To retrieve preferred resource
information from the
contracts application. Default
set to: Y (yes).
5 Activate Install Base Preferred
Engineers
To retrieve preferred engineer
information from the install
base application. Default set
to: Y (yes).
1. Save your work.
Confirming Setup of Service Requests
On the Service Request window, page A-1 all information for a field service visit is
captured. Tasks are assigned to this service request and these tasks are assigned to field
service technicians.
Make sure you set up the following:
Service Request Statuses
Request Severities
Request Types
Service Request Urgencies
Problem Codes
Resolution Codes
Message Action Requests
Call Types
Call Follow-up Types
Note: If you are using the Preventive Maintenance module, you
must create a Request Type of "Preventive Maintenance" and relate
it to a Business Process of type "Field Service."
For setup details please refer to the Oracle Support Implementation Guide. Also make sure
the profile options for Service Request are set.
Confirming Setup of Knowledge Management
Knowledge Management is used from the Service Request window.
Knowledge Management setup.
Confirming Setup of Tasks
The setup of tasks is required to be able to perform a field service visit. You create tasks
for service requests that have been logged. In the Oracle Field Service Dispatch Center
and Field Service Technician and Administrator Portals you schedule tasks.
Make sure you implement Task Manager as described in Implementing Task Manager
as part of the Oracle Common Application Calendar Implementation Guide.
Perform the following Field Service specific setup steps:
Set Up Task Status and Transition Rule , page 5-29
Set Up Task Type, page 5-30
Set Up Task Priority, page 5-30
Set Up Task Manager Profile Options, page 5-31
Setting Up Task Status, Transition Rules, and Cross-Task Validation
Set up task statuses to define the task flow. Oracle Field Service comes with a
pre-defined task status flow.
For the Preventive Maintenance module, you must define a Task Status of Confirm.
Steps
1. Navigate to the Task and Escalation Status window, page A-1.
2. At the Status field enter the name of the Task Status you want to define.
3. At Description enter a brief description of the Task Status you are defining.
4. At From and To enter the date for the Task Status to be effective.
5. Check the task status flags you want to assign to the Task Status.
For more information on the task status flags, see the Defining Task Statuses and
Status Transition Rules section of the Oracle Common Application Calendar
Implementation Guide.
Note: Make sure to select the Schedulable check box to be able to
schedule a task in Oracle Field Service.
6. Optionally, enter validation start and end dates for the status for which you want to
set cross-task validations and check the Enforce Validation check box. For more
information, see Cross-task Validation for Task Assignment Status Updates in the
Oracle Field Service User Guide.
7. Optionally, define the transition values to determine user privileges for each status
type by clicking Define Transition.
When the Status Transition window opens, from within the Rule tab, query the
Applications field for Field Service.
8. In the Current State field, select the task status that you want to set a transition for.
(For example, Open).
9. In the Next State field, select the task status that you want the Current State that
you selected to transition to. (For example, Closed).
10. Repeat this process for each status you want to set a transition status for, such as
Cancelled, Reject, Complete, Assigned, and so on.
11. Save the Task Status.
Setting Up Task Type
Set up task types to make a task qualify as a Field Service task so it can be scheduled.
Steps
1. Navigate to the Task Types window, page A-1.
2. In the Task Types window, at the Type field enter the name of the Status Type you
want to define.
3. At Rule select Dispatch from the list of values.
Note: For a task to qualify as a field service specific task the Rule
has to be set to Dispatch.
4. At From and To enter the date for the Task Type to be effective.
5. Select an UOM (Unit of Measurement) to go with the Task Type.
6. Check the task type flags you want to assign to the Task Type.
For more information on the task types flags, see the Defining Task Types section of
the Oracle Common Application Calendar Implementation Guide.
7. Save the Task Type.
Setting Up Task Priority
Set up task priorities.
Steps
1. Navigate to the Task Priority window, page A-1.
2. In the Task Priority window, enter the name of the Status Priority you want to
define in the Priority field.
3. At Importance enter a numerical value between 1 and 4.
In this field, 1 is highest priority and 4 is the lowest.
4. At Description enter a brief description of the Task Priority you are defining.
5. At From and To enter the date for the Task Priority to be effective.
6. Save the Task Priority.
Setting Up Task Manager Profile Options
Several Task Manager profile options need to be set before creating a task. It is not
possible to save a task when the profile options aren't set.
Steps
1. Navigate to the Personal Profile Values window, page A-1.
2. Open the Find Personal Profile Values window.
3. At Profile Name enter Task Manager%.
4. Click Find.
5. Enter User values for the following seven profile options returned from a list of 11:
Task Manager: Default Priority
Task Manager: Default Task Status
Task Manager: Default Task Type
Task Manager: Default task owner
Task Manager: Delete Any Task Privilege
Task Manager: Owner type for a task
Task Manager: View All Tasks
Please refer to the Oracle Common Application Calendar Implementation
Guide for more information on the profile options.
Confirming Setup of Escalation Management
An escalation management system enables an organization to identify, track, monitor,
and manage situations that require increased awareness and swift action. Escalation
Management is offered as an integrated part of the Field Service Dispatch Center.
Escalation Management features include:
Escalation situation tracking information
Service Request, Task, and Defect linking capability
Ownership assignment based on escalation territory
Resolution plan definition with associated tasks and notes
Automatic notification of escalation progress to identified contacts
De-escalation and closure
Implementation Guide for Escalation Manager setup.
Confirming Setup of Notes
Notes provide a text area where you can enter information about a customer, product,
service, or anything related to the service report that may be helpful for other service
technicians or customers. After you create a note, it can be attached to a task, sent to the
customer, or submitted to the Knowledge Base for reuse. You can access Notes from
Field Service Debrief.
Implementation Guide for Notes setup and to define source types.
Confirming Setup of Interaction History
Oracle Interaction History tracks all customer-agent interactions and serves as a
repository for the interaction data. You can view the interaction data as well as the
Oracle CRM application data associated to the interaction. You can access interactions
from Field Service Debrief.
Please refer to the appropriate section from Oracle Customer Interaction History
Implementation Guide for Interaction History setup.
Setting Up Transaction Billing Types
Setup for transaction billing types is required in Field Service to update the Install Base
and Charges. It is used to determine:
How Service and Order Management transactions affect the Install Base.
What kinds of charges transactions taken down on the Field Service Debrief can be
created.
The Transactions Billing Type window is used to define transaction types and associate
billing types (labor, material, and expenses) to them.
The Oracle Field Service application comes with the following predefined transaction
billing types. They are seeded values provided out of the box, and they cannot be
deleted.
Autocreate System
Expense Transaction
Labor Transaction
Material Transaction
New
Product Upgrade
Replacement
Revision Update
For step-by-step details, see the Set Up Billing Types and Service Activity Codes section
in the following chapter.
Confirming Setup of Charges
Oracle Field Service requires the setup of Charges to be able to create Orders and
Return Material Authorizations for an Install Base product. Charges also consolidates
the service billing information to generate the final invoice to the customer through
Order Management. All this information is taken down on the Field Service Debrief.
You update Charges from the Field Service Debrief.
Please refer to the appropriate section from Implementing Oracle Service for Charges
setup. Make sure the following has been set up:
Set Up Order Type
Set Up Line Type
Define Currency
Define Currency Type
Define Currency Conversion Type
Define Coverage Template
Define Contracts
Profile Options for Order Capture and Order Management
Field Service Implementation Tasks 6-1
6
Field Service Implementation Tasks
This chapter describes the implementation tasks for Field Service-specific tasks,
including setting up the Dispatch Center, and Debrief.
Field Service Implementation Task Summary
Creating Field Service Territories
Setting Up Skills Management
Setting Up Internal Field Service Resources
Setting up Third Party Field Service Resources
Generating Field Service Trips
Activating Automatic Commitment of Tasks
Setting up the Technician and Administrator Portals
Setting up the Field Service Dispatch Center
Setting Up the Map
Field Service Implementation Task Summary
The following checklist shows the recommended order to implement the Oracle Field
Service Suite of products. This includes Field Service, Spares Management, and
Advanced Scheduler. Complete the following implementation steps in sequential order:
Field Service Suite Implementation Task Sequence
1. Create Field Service Territories, page 6-3
Before you can set up technicians and dispatchers you need to create field service territories.
2. Set up Skills Management, page 6-10
Define skills, skill levels, and the scales used in managing field service technicians' skills, and
for assigning tasks to technicians that have the right skills.
3. Set Up Field Service Technicians and Dispatchers, page 6-13
To launch the Field Service Dispatch Center you need to set up the following resources: field
service dispatchers and field service technicians.
4.Set Up Third Party Field Service Resources, page 6-31
To launch and use the Field Service Third Party Portal, you must set up third party service
providers, third party administrators, and third party technicians.
5. Generate Field Service Trips, page 6-33
Use this Field Service concurrent program to create departure and arrival tasks for internal
field service representatives based on their work shifts. Departure and arrival tasks are used for
scheduling.
6. Activate Automatic Commitment of Schedules, page 6-39
Use this procedure to commit schedules at predefined intervals to service technicians
automatically (without dispatcher intervention).
7. Set Up Technician and Administrator Portals, page 6-41
Define material, labor, and expense justification lookup codes that are used in Field Service
Debrief and reviewing and correcting debrief. Set up multiple service activity codes for billing
types used in debrief and post-debrief activities. In addition, set up the ability to capture and
approve electronic records.
8. Set Up the Field Service Dispatch Center, page 6-58
Set up color coding for tasks viewed in the Dispatch Center so dispatchers can quickly identify
task requirements. Optionally, customize the display of task attributes in the tasks list table of
the Dispatch Center, and the icons and text displaying information on task bars in the
Scheduling or Gantt Chart so the dispatcher can quickly identify tasks that need attention. In
addition, set up task owner context for dispatchers to oversee tasks owned by other dispatchers
who may be on leave.
9. (Optional) Setting up the Map, page 6-62
A map and eLocation services are available to the user as part of Field Service. The Map display
is supported by the MapViewer which is part of Oracle 9iAS. In addition, you can register with
Google Inc. to use Google maps, upload multiple spatial datasets for more accurate and wider
coverage of geocoding and time and distance calculations, and use GPS for better task and
technician tracking.
10. (Optional) Setting Up Oracle Spares Management
For information, see Setting Up Oracle Spares Management in this guide.
Set up and enable the Spares Management module.
11. (Optional) Set Up Oracle Advanced Scheduler
For information, see Setting Up Oracle Advanced Scheduler in this guide.
Oracle Advanced Scheduler is an optional module used to enhance scheduling capabilities.
12. (Optional) Preventive Maintenance Setup Summary
For information, see Preventive Maintenance Setup Summary in this guide.
Set up the Preventive Maintenance functionality.
Preventive Maintenance Task Sequence
For the Preventive Maintenance implementation task sequence, see Implementation
Task Sequence for Preventive Maintenance in the Oracle Field Service Implementation
Guide..
Advanced Scheduler Task Sequence
For the Advanced Scheduler implementation task sequence, see Oracle Advanced
Scheduler Implementation Task Sequence in the Oracle Field Service Implementation
Guide.
The process to create a new field service territory is a multiple step process. Use these
procedures to create a field service territory:
1. Create a new field service territory., page 6-4
2. Run the Synchronize Territory Assignment Rules Program., page 6-9
For additional information about creating territories, see Confirming Setup of Territory
Manager in the Oracle Field Service Implementation Guide.
Steps
To Create Territory Details
1. Navigate to the Territories page, page A-1.
The Territory Manager: Territories page appears.
2. Select an Operating Unit, Usage, and whether you want to view all territories for
the operating unit or only those territories active on a specific date. Then click Go.
All the territories matching the search criteria appear in a table in the lower region
of the page.
3. Expand the Organization node that you want to work with. Click the + next to the
node.
Note: Define a territory type template that you want to use for a
territory.
Territories already created for this organization display under the node.
4. Click Territory Type tab. The Territory Types page appears.
5. Click Create. The Create Territory Type page appears.
6. Select an Operating Unit and Usage.
7. Enter the Name for the Territory Type.
For example, enter the Spares%Routing% to use the Spares Management Return
Routing seeded territory type template.
Note: The Spares Management Return Routing seeded territory
type template is used to define return routing rules to display the
destination location in Parts Returns page.
Refer to the Overview: Parts Return section in the Oracle Spares Management User
Guide for more information.
8. Click Apply.
9. Click Territories tab. The Territories page appears.
10. Determine where you would like to create the new territory in the organization
structure. Expand the nodes as necessary.
11. Select the Select radio button next to the node where you want to add a territory
and click Create.
The Create Territory: Select Territory Type page appears.
12. Select the territory type and click Continue.
The Create Territory: Enter Details page appears.
Note: This page displays the predefined territory types and the
types that you have created using the qualifiers that meet your
requirement. See Enabling Matching Attributes in Oracle Territory
Manager Implementation Guide and Creating Territory Types in
Oracle Territory Manager User Guide.
13. Enter these fields on this page:
Page Element Description
Territory Name Enter a name for the territory.
Description Enter a description for the territory.
Rank Select a rank in context with the other
territory ranks.
The ranking helps determine which
territory resource wins an assignment when
the task fits the territory qualifications of
more than one territory.
Winners Enable only at the parent level
14. Click Next.
The Create Territory: Assign Resources page appears.
To Assign Resources to the Territory
15. Click Add Another Row.
16. Enter these fields on the Assign Resources page:
Resource Type Select a resource type. Values are:
Individual
Group
Team
Individual, Group, and Team resources can
all be used as resources for a territory.
Resource Select the resource name.
Service Request and Task Select the access type. Values are:
Default
Escalation Resource
Escalation Owner
None
Team Leader
Default appears by default for this field.
Service Request Select the access type. Values are:
Default
Escalation Resource
Escalation Owner
None
Team Leader
Task Select the access type. Values are:
Default
Escalation Resource
Escalation Owner
None
Team Leader
17. Click Next
The Create Territory: Define Geography page appears.
To Define the Geography for the Territory
18. In the Geographies section (first group box), select the Name. Values are:
City
Country
Postal Code
Province
State
To add another name, click Add Another Row and select another name.
19. In the Attribute Values section for the Name, enter the attribute value by selecting a
Condition and then specifying the value. The Condition field varies by the Name
attribute.
For example, if Postal Code is the Name. You could enter the attribute value of the
condition being Between 95100 and 97100.
To add another attribute value click Add Another Row, and enter the new
condition attribute.
20. Click Next.
The Create Territory: Add Matching Criteria page appears.
To Add Matching Criteria
21. In the Additional Matching Attributes section (first group box), select a Name.
Values are:
Customer Name
Contact Preference
Group Owner
Inventory Item
Platform
Problem Code
Product
Product Category / Product
Request Creation Channel
Request Severity
Request Status
Request Type
Request Urgency
Service Contract Coverage
Service Item
Service Request Language
Task Priority
Task Type
To add additional matching attributes, click Add Another Row and select another
name.
22. In the second group box (attributes value) select the condition and value for the
attribute.
For example, if the matching attribute name is Task Type you could then enter a
condition of Is equal to Dispatch.
23. Click Finish.
The system will return you to the Territories page where you can view the new
territory in the territory tree structure. You will receive a confirmation message that
the territory has been created at the top of the page.
24. Close the Territory Manager.
Running the Synchronize Territory Assignment Rules Program
After you create a new territory you will need to run the Synchronize Territory
Assignment Rules program so that the system will pick up the changes made to
territories.
Steps
Running the Synchronize Territory Assignment Rules Program
1. Navigate to the Find Requests window, page A-1.
The Find Requests window appears.
2. Click Submit a New Request.
The Submit a New Request window appears.
3. Select the Single Request option and click OK.
The Submit Request window appears.
4. Enter Synchronize Territory Assignment Rules in the Name field.
5. Select these parameters:
A Usage of Service.
A Run Mode of Total Refresh.
6. Click OK and then Click Submit.
A Decision window appears.
7. Click No.
Monitor Completion of the Concurrent Program
8. Select the All My Requests option.
9. Click Find.
All the concurrent program requests are listed.
10. Monitor the request till it changes to a status of Completed. Click Refresh until the
request is completed
11. Close the Requests window.
Setting Up Skills Management
To effectively manage Field Service technicians skills, and assign tasks to technicians
that have the right skills, you must define the skills, skill levels and the scales to use.
Skills fall into three major categories: product skills, other technical skills, and
non-technical skills. The skill level indicates the expertise scale of the Field Service
technicians skill. For example, expert, trainee, and experienced could be skill levels.
The following topics are covered in this section:
Set Up Rating Scales and Skill Levels, page 6-10
Define Skills Types and Skills, page 6-12
Once you have set up rating scales and skill levels, defined skills sets and skills, you can
add skills to a resource and assign skills to a task. For more information on assigning
skill to technicians, see Assigning Skills and Skill Levels to Technicians., page 6-26 For
more information on assigning skills to tasks, see Assigning Skills to Tasks, Oracle Field
Service User Guide.
Setting Up Rating Scales and Skill Levels
You can define multiple skill scales, which you can use when you are creating skill sets
and skills. There are two seeded scales in Field Service:
Rate Scales and Skill Levels
Scale Name Seeded Skill Levels
Field Service Standard Trainee, Standard, Expert
Field Service Extra Scale Low, Moderate, High
You might want multiple rating scales available for your Field Service operation if you
have a large technician force with a variety of skill levels for the tasks you perform. Or,
you may already have a rating system in place in your operation, which uses different
values than those seeded here. In any case, Field Service enables you to set up as many
rating scales as you need.
Note: You can add your own skill levels to those in the seeded scales.
Note that once you add a skill level, you cannot delete it.
After you have defined your rating scales and skill levels for each scale, you use the
rating scales when you are creating the Skills Sets. For more information, see Define
Skills Types and Skills, page 6-12.
Steps
Use this procedure to set up a new rating scale:
1. Navigate to the Skill Management window, page A-1.
2. Select the Skill Levels tab and open a new window.
Place cursor in Name field and click New button from menu tool bar.
3. In the Rating Scale section, enter a Name for the rating scale.
4. (Optional) Enter a Description.
5. The current date appears by default in the From date. You can change this, if
needed.
6. (Optional) If you want to inactivate a Rating Scale, enter a To date in the Rating
Scale section.
If you want the Rating Scale to be available indefinitely, leave the To date blank.
7. To set the skill levels for the rating scale, in the first line of the spread table in the
Levels section, enter a numerical value in the Order field.
This number determines what order the skill levels will appear in the list of values.
8. In the Name value, enter the word or words you want to represent the skill level in
the list of values.
(For example: trainee, expert, top, gold level, and so on.)
9. (Optional) Enter a brief description of the skill level.
10. The current date appears by default in the From date for the level. You can change
this date, if necessary.
11. (Optional) If you want to inactivate a particular skill level within a Rating Scale,
enter a To date in the field next to the skill level you want to inactivate.
12. Repeat steps 7-11 for each skill level you want to associate with this rating scale.
13. Save your work.
Defining Skill Types and Skills
Skills are the Field Service technicians competencies. Skills fall into three major
categories: product skills, other technical skills, and non-technical skills. For product
skills, you can set up skills at both the product and product category levels. You can set
up skill types and then populate them with specific skills, which will enable a
dispatcher to make informed decisions when assigning technicians to tasks, or when
assigning particular skill requirements to a task that has yet to be scheduled.
To illustrate this concept, consider the following scenario: Your Field Service operation
services computer systems, hardware, software, networking, and so on. A potentially
useful skill type could be named "Operating Systems," which you would assign to those
technicians who are competent in servicing operating systems. Furthermore, you may
service customers using a variety of operating systems. So you might want to add the
following values to your skill type: Windows NT, Mac, Windows 2000, Solaris, and so
on
You can set up as many skill types with related skills as needed for your Field Service
operation.
Prerequisite
Rating Scales must be set up, if you are using anything other than the default.
Steps
Use this process to set up skills and skill types:
1. Navigate to the Skill Management window, page A-1.
2. Select the Skills tab and open a new window.
Place cursor in Name field and click New from the menu tool bar.
3. In the Skills Type section, enter a name for the skills type.
5. In the Use Scale field, select the rating scale that you want to use when assigning
skills to a resource.
The rating scale you select will determine the list of values available for assigning
skills to a resource or a task. For details on Rating Scales, see Setting Up Rating
Scales and Skill Levels., page 6-10
6. The current date appears by default in the From date. You can change this date, if
necessary.
7. (Optional) Enter a To date.
You can enter a To Date if you want to end the use of a particular skill type.
8. In the Skills section spread table, enter a Skills Name on the first line.
This name should reflect a skill related to the Skill Type it is associated with.
9. Enter a Description of the Skill.
10. (Optional) Enter an Alias for the skill.
11. The current date appears by default in the From date. You can change this date, if
necessary.
12. (Optional) Enter a To date.
You can enter a To Date if you want to end the use of a particular skill.
13. Repeat steps 8-12 for each skill you want to associate with the Skill Type.
14. Save your work.
For more information refer to Understanding Skills Management, .
Setting Up Internal Field Service Resources
To use the Field Service applications you must set up Field Service technicians and
dispatchers. Field Service technicians are defined with the Field Service Representative
role and dispatchers are defined with the Field Service Dispatcher role. The process to
set up a technician or dispatcher entails multiple procedures.
It is optional to define Field Service technicians as employees. For example, a supplier
contact is not an employee. However, you must define supplier contacts with the Field
Service Representative role as resources in the Resource Manager to be able to assign
tasks to them.
Setting Up Technicians That Are Employees
Use these procedures to set up technicians that are employees of your organization.
1. Create an Employee Resource, page 6-15
2. Create an Applications User ID., page 6-17
3. Import the Field Service Employee and Supplier Contact Into the CRM Resource
Manager., page 6-18
4. Assign the Resource to a Calendar., page 6-20
5. Assign the Resource to a Territory., page 6-21
7. Run the Generate Field Service Trips Program., page 6-33
8. Assign Spares Addresses and Subinventories to the Resource., page 6-22
9. Assign Skills and Skill Levels to the Resource., page 6-26
Setting Up Supplier Contacts (Non-Employees) as Technicians
Use these procedures to set up a supplier contact as a technician that is not an employee
of the organization.
1. Create Supplier Contacts (Non-Employee Resources)., page 6-17
2. Import the Field Service Employee or Supplier Contact Into the CRM Resource
Manager., page 6-18
3. Assign the Resource to a Calendar., page 6-20
4. Assign the Resource to a Territory., page 6-21
6. Run the Generate Field Service Trips Program., page 6-33
7. Assign Spares Addresses and Subinventories to the Resource., page 6-22
8. Assign Skills and Skill Levels to the Resource., page 6-26
Setting Up Dispatchers
Setting up a dispatcher requires several procedures. Use these procedures to set up a
dispatcher:
1. Create a Human Resources Employee Record., page 6-15
2. Create an Applications User ID., page 6-17
3. Import the Field Service Employee or Supplier Contact Into the CRM Resource
Manager., page 6-18
4. (Optional)
Assign Dispatcher Role and Role Type to Resource., page 6-26
Use this procedure if you did not define the role and role type during the import
process.
5. Add the Dispatcher Resource Record to a Planner Group., page 6-28
6. Assign Territories to Planner Groups., page 6-29
7. Associate Territories to a Dispatcher., page 6-30
Creating an Employee Resource
Field service technicians can be employee resources but they don't have to be. However,
you must define field service technicians as resources to be able to assign tasks to them.
Field service dispatchers are employee resources.
There are two options for creating employees:
From the Human Resources application.
From the Resource Manager application.
Navigation: (Field Service Administrator: CRM Foundation > Resource Manager >
Maintain Employee > Employee)
When Human Resources is installed you cannot create employees from the Resource
Manager. You will be able to maintain your employees from Resource Manager once
they have been created in Human Resources.
Use this procedure to create employee records in the Oracle Human Resources
application:
Prerequisites
User ID (Navigator path: System Administrator: Security > User > Define)
Responsibilities (Navigator path: System Administrator: Security > Responsibility >
Define)
Groups (Navigator path: Field Service Administrator: CRM Foundation > Resource
Manager > Maintain Resources)
Role Types (Navigator path: Field Service Administrator: CRM Foundation >
Resource Manager > Setup > Role Types)
Roles (Navigator path: Field Service Administrator: CRM Foundation Resource
Manager > Setup > Roles)
For more information about setting up any of these items, see Confirming Setup of
Resources and Confirming Setup of Employees in the Oracle Field Service Implementation
Guide.
Steps
1. Navigate to the People window, page A-1 of the Human Resources application.
The Find Person window appears.
2. Click New.
The People window appears, ready for creating a new record.
3. Enter the Name and select a Gender.
The current date appears by default in the From Effective Date field.
4. Select Create Employment from the Action list of values.
The Person Types window appears.
5. Select Employee from the Person Type list of values, and then click OK.
6. Enter the social security number. This is required in the US HRMS application.
The current date appears by default in the Latest Start Date field.
7. Enter the Birth Date for the employee under the Personal tab (DD/MMM/YYYY).
This is required in the US HRMS application.
The system calculates and displays the age in the Age field.
8. To save the record, click Save from the Tool bar, or select File > Save from the Menu.
The system displays the employee identification number that is created in the
Identification field.
9. (Optional) To enter an address, click Address.
The Address window appears.
10. Enter the address number, street, city, state, and zip code.
11. Save your work.
12. Close the Address window.
13. (Optional) To enter an assignment, click Assignment on the People window.
The Assignment window appears.
14. Select the Organization, Group, and Job for the employee.
15. Select the Supervisor tab and select the Supervisor Name.
16. Save your work.
Guidelines
To synchronize modifications made to the employee data in Human Resources, you will
need to run the Synchronize Employees concurrent program. The changes made in
either Human Resources or Resource Manager are synchronized when they originate
from the Human Resources application.
Creating an Applications User ID
Use this procedure to create an Application User ID for a field service technician
employee or a dispatcher employee.
Steps
1. Navigate to the Users window, page A-1.
2. Enter the applications User Name and Password.
The password must be at least 5 characters long and you must enter it twice to
verify.
3. Select the Direct Responsibilities tab.
4. Select the responsibility for the user.
For field service technicians select Field Service Representative.
For dispatchers select Field Service Dispatcher.
5. (Optional) Enter password expiration parameters and enter other information such
as person name, email, and fax.
6. Save your work.
Creating Supplier Contacts (Non-Employee Resources)
When you are working with supplier contacts that aren't employees of the company use
this procedure to create supplier contacts. The supplier contacts need to be defined as
resources with the field service representative role assigned to appear in the Field
Service Dispatch Center. The assignment of the field service representative role is
performed when importing the supplier contact into the CRM Resource Manager.
For more information on creating a supplier with contacts, see the Oracle iSupplier Portal
User's Guide.
Steps
1. Navigate to the Supplier page, page A-1.
The Suppliers page appears.
2. Click Create Supplier.
The Create Supplier page appears.
3. Select Standard supplier as the Supplier Type.
4. Enter the supplier name in the Organization Name field.
5. Enter any other pertinent information for the supplier and click Apply.
The Update: Quick Update page appears for that supplier.
6. Click the Address Book link in the left hand menu.
The Update: Address page appears.
7. Enter the Address Details and the Contact Details and Purpose for the supplier.
8. Click Continue.
The Create Address: Site Location page appears.
9. Select the Select check box next to the Site Name and click Apply.
The Update: Address Book page appears and displays a confirmation message that
the address has been added to the address book. Plus, the address appears in the
Address table.
10. Click the Contact Directory link in the left hand menu.
Update: Contact Directory page appears.
11. Click Create.
The Create Contact page appears.
12. Enter the contact name and telephone numbers.
13. In the Addresses for Contact region click Add Another Row.
14. Select an address name from the Address Name list of values.
15. Click Apply.
The Update: Contact Directory page appears and displays a confirmation message
that the contact has been added. Plus, the contact appears in the Contact table.
Importing the Field Service Employee or Supplier Contact into the CRM Resource
Manager
Use this procedure to create technician or dispatcher resources in Oracle Customer
Relationship Management by importing the Oracle Human Resources employee record
created in the Creating Human Resource Employee Records procedure.
For supplier contacts you will import the supplier contacts created in the Creating
Supplier Contacts (Non-Employee Resources) procedure.
Prerequisites
For employee resources, set up the employee record in the Oracle Human
Resources application.
For supplier contacts, set up the supplier with contacts in the Oracle Purchasing
application.
Steps
1. Navigate to the Select Resources to Import window, page A-1.
The Select Resources to Import window appears
2. Select the Resource Category you want to import.
For employee resources (technicians and dispatchers), select Employee from the list
of values. Employee appears by default.
For supplier contact resources, select Supplier Contact from the list of values.
3. Enter the selection criteria and click Search.
For employees, enter the employee Name or Number.
For supplier contacts, enter Supplier name, Address, and supplier contact Name.
The employee name or supplier contact name displays in the Search Results table.
4. Select the check box corresponding to the employee or supplier contact record to be
imported, and then click Start Import.
The Set Resource Attributes window appears.
5. Select the Role for the resource.
For technicians select Field Service Representative.
You will want to select this role for supplier contacts as well.
For dispatchers select Field Service Dispatcher.
6. Click OK.
The Review and Import Selected resources window appears, with the resource
listed in a table.
7. Click Save Resource.
The Note window appears, with the message: The selected resources have been
imported successfully.
8. Click OK.
Assigning the Resource to a Calendar
Use this procedure to assign field service technicians to a calendar:
Prerequisites
A field service technician has already been created in the CRM Resource Manager.
From this point forward, a supplier contact or field service employee are now both
considered field service technicians (resources).
A calendar has already been created.
For information on creating a calendar, see Confirming Setup of Calendar in the
Oracle Field Service Implementation Guide.
Steps
1. Navigate to the Assign Resources window, page A-1.
The Assign Resources window appears.
2. Query and find the calendar you want to associate with the field service technician.
3. Place the cursor in the Resources table and click the New icon (located in tool bar
menu).
4. Enter this information:
Window Element Description
Type Select the resource Type from the list of
values.
Select Employee Resource for employee
technicians. Select Supplier Contact for
supplier contact technicians.
Name Select the name of the field service
technician resource.
Window Element Description
Primary Calendar Flag Select Yes to indicate this is the primary
calendar for this technician.
From Effective Date The current date appears by default.
5. Save your work.
Assigning Technician Resources to a Territory
Use this procedure to assign a field service technician resource to a territory:
Prerequisites
A field service technician has already been created in the CRM Resource Manager.
A territory has already been created.
For information on creating a territory, see Confirming Setup of Territory Manager
in the Oracle Field Service Implementation Guide and Creating Field Service
Territories., page 6-4
Steps
1. Navigate to the Oracle Territory Manager, page A-1.
The Territory Manager appears displaying the Territories tab.
2. Select an Operating Unit, Usage, and whether you wan to view all territories for the
operating unit or only those territories active on a specific date. Then click Go.
All the territories matching the search criteria appear in a table in the lower portion
of the page.
3. Expand the nodes until you locate the territory where you want to assign the field
service technician.
4. Select the Select radio button next to the territory and click Update.
The Update Territory: Enter Details page appears.
5. Click Next.
The Update Territory: Define Role Access page appears.
6. Click Add Another Row under the Resource table.
7. Enter this information:
Resource Type Select Individual as the resource type. You
will select Individual for supplier contacts
as well.
For Field Service, only individual resources
can be used, since Advanced Scheduler only
recognizes this type of resource to assign a
task.
Resource Select the field service technician resource
name.
Start Date The current date appears by default.
End Date The current date plus one year appears by
default.
Service Request and Task Select the access type from the list of values.
Service Request Select the access type from the list of values.
Task Select the access type from the list of values.
8. Click Finish.
After you modified a territory you will need to run the Synchronize Territory
Assignment Rules concurrent program. Running this program updates the system
with the changes.
Maintaining Technician Addresses and Sub-Inventories
A field service organization may have hundreds or thousands of field service
technicians that require shipment of parts for either replenishment or task
requirements. The Resource Addresses and Subinventories window provides an
efficient method for creating, changing, and viewing field service technician trip start
location, ship to addresses and sub-inventories.
The address marked as the default trip start location will be honored by the
Generate Trips concurrent program while generating trips for the technician.
The addresses defined in this window appear in the list of values for the ship to
address when ordering parts in the Parts Requirement window.
The subinventories defined in this window appear in the list of values for the field
technicians subinventories when you order parts in the Parts Requirement window.
The subinventories defined in this window appear in the list of values for the field
technicians subinventories when you are entering a material transaction in Field
Service Debrief.
You can assign an owner for the subinventory, if needed. This feature can be used when
more than one field technician shares a subinventory and one person needs to be
assigned as an owner to be responsible for managing excess parts. When an owner is
assigned, an organization and subinventory for returning the excess parts is also
assigned.
Prerequisites
Field service technicians are set up as employees or supply contact resources.
Sub-inventories are defined.
Oracle Spares Management is installed and set up.
Steps
Defining Default Trip Start Locations, Resource Addresses, and
Subinventories:
1. Navigate to the Resource Addresses and Subinventories window, page A-1.
2. Select the appropriate resource type from the Resource Type list of values.
Select Employee Resource for field service employees technicians or Supplier
Contact for supplier contact technicians.
3. Select a field technician name from the Resource Name list of values. The list of
values only displays the field technicians who have been assigned to the Resource
Type you selected.
The Phone, Email, Start Date and End Data information for the field technician is
displayed if these fields have been populated in Oracle HRMS.
The Addresses tab appears by default.
4. Select an address style for the appropriate country from the Address Style list of
values.
5. Tab to the Address field to open the Location Address window. Enter the details for
the ship to address and then click OK.
6. If you want this address to become the default address for this field technician,
select the Primary Address check box. You can set only one address as the primary
address and you must have one primary address.
7. You can define additional addresses for this field technician by adding more
address lines.
You can optionally select one of the addresses as the default trip start location, by
checking the corresponding check box.
8. Select the Subinventories tab to associate one or more subinventories to this field
technician. The Scheduler uses the usable sub-inventory to determine technician
parts availability.
9. Select an inventory organization from the Organization list of values.
10. Select a subinventory name from the Subinventory list of values. The list of values
displays only those subinventories which have been defined for the organization
you selected.
11. You can select a value of Usable or Defective in the Condition field if the condition
has not been defined in the parts loop. If the condition for this subinventory has
been defined in the parts loop, this condition defaults in this field and cannot be
updated.
12. Select the Default check box if you want this subinventory to be used as the default
subinventory for this field technician. Only one subinventory for each Condition
Type can be designated as the default subinventory for this field technician. You
must define one usable subinventory as the default.
13. The Start Date defaults to today's date. You can override this date with a future
date, if needed.
14. The End Date field is used to inactivate a subinventory assignment.
15. If you select the Owner check box, the field technician name is assigned as the
Owner Name for this subinventory. Each subinventory can have only one owner.
16. Assigning an owner enables the Organization and Subinventory fields in the Return
region so you can specify the subinventory for returning excess parts. This location
may or may not be the same location as the subinventory you are assigning the field
technician. This subinventory must be of the same Condition Type as the source
subinventory.
17. You can assign multiple subinventories to a field technician. You can assign
subinventories from more than one organization to a field technician.
Note: Note that the address of the resource subinventory is not
picked up from the resource address. You must enter this
manually.
18. Save your work.
Viewing Technician Addresses and Sub-Inventories
1. Navigate to the Resource Addresses and Sub-inventories window, page A-1.
2. To query a new resource, from the tool bar, choose Query By Example > Enter, and
then enter a partial value for the Resource Type or Resource Name.
3. Navigate to Query By Example, and select Run.
The window populates with the resource information. There are two tabs of
information: Addresses and Sub-inventories.
Changing Technician Addresses and Sub-Inventories
You can add, delete, and update information.
4. In the Addresses tab, you can configure the Address style (by country) and create
the address, the time zone, and whether this is the primary address. You can also
make an existing address inactive.
5. In the Sub-inventories tab, you can select sub-inventories to assign to the resource.
You can also select the start and end date and the condition for the sub-inventory.
The technician can have multiple sub-inventories assigned or
the sub-inventory can have multiple technicians assigned.
Normally a technician has two sub-inventories assigned. One
for usable parts and one for defective parts.
The condition of the sub-inventory, usable or defective, can
also be assigned if not previously defined.
The owner of the sub-inventory can also be defined. When the
sub-inventory has more than one technician assigned, the
owner administers the sub-inventory for excess returns
processing.
The district the technician is assigned to can also be defined.
The district is primarily used for DBI reporting.
The return to organization and sub-inventory can be defined
for both excess and defective returns. These fields are used in
the excess and defective returns process to facilitate the
creation of return orders.
6. Save your work.
Assigning Skills and Skill Levels to Technicians
If a task has skills assigned, Oracle Advanced Scheduler can take these skills into
account when searching for resources to perform the job. Use this procedure to assign
skills and skill levels to resources.
Prerequisites
Skills and skill levels have already been defined.
For information on defining skills and skill levels, see Setting Up Skills., page 6-10
Steps
1. Navigate to the Field Service Dispatch Center window, page A-1.
The Field Service Dispatch Center window appears.
2. Select either the Plan Board or Gantt view of the Dispatch Center window.
3. Right-click the Resource Name of the technician, and then select Resource Skills
Management from the right-click menu.
The Skill Management window for the selected resource appears.
4. From the Skills block, select a skill such as Product, Product Category, or Language
from the Type LOV.
5. Select the skill name from the Name LOV.
6. Select the skill level from the Skill LOV.
7. Save.
For more information refer to Understanding Skills Management, .
Assigning Role and Role Type to the Resource
After importing the employee record from Oracle Human Resources, use this procedure
to add role type, role, and application user ID to the new dispatcher's or technician's
record. You can configure roles for resources using the CRM Foundation Resource
Manager.
Important: Use this procedure only if you did not specify the role and
role type for the resource during the import process.
Prerequisites
The dispatcher's and technician's user ID are set up. (Navigation path: System
Administrator: Security > User > Define)
The dispatcher's and technician's employee record has been imported from Human
Resources.
Steps
1. Navigate to the Resource window, page A-1.
The Find Resources window appears
2. Query the Employee Resource Record. Choose Employee from the Category list of
values. Enter the name, or a partial value in the Name field, and then click Find.
The Resource Search Results window appears.
3. Select the employee.
The Resource window header populates with information set up for this employee.
4. In the User Name field, enter the application user ID. This User ID is same as the
prerequisite setup, which is created for this Field Service employee by the System
Administrator (System Administrator: Security > User > Define).
Important: This association to the user ID is done explicitly (not
automatically based on prerequisite setup by the System
Administrator). When this dispatcher launches the Dispatch
Center, the selected territories for this dispatcher are stored in a
table against their user ID.
5. On the Roles tab, in the Role Type column, for dispatchers enter Field Service
Dispatcher and for technicians enter Field Service Representative, or the equivalent
role type set up during implementation.
Note: For third party administrators and technicians enter the role
type of Third Party.
6. On the Roles tab, in the Role column, enter 'Field Service Dispatchers', or the
equivalent role set up during implementation.
Note: For third party administrators and technicians, enter the role
Third Party Administrator or Third Party Technician.
7. Save your work.
Adding the Dispatcher Resource Record to a Planner Group
Create field service planner (dispatcher) groups. These groups are use to assign
territories of service technicians to a dispatcher or planner group.
After a territory of service technicians is assigned to a planner group it is displayed to
the field service dispatcher in the Field Service Dispatch Center. A planner group can
have one or more field service dispatchers.
Use these procedures to create a new planner group and to add the new dispatcher to
that group or to retrieve an existing planner group and add a dispatcher to that group.
Prerequisites
The role type, role, and application user ID have been added to the dispatchers
imported employee record.
Steps
Creating Planner Groups and Adding Dispatchers to that Group:
1. Navigate to the Define Groups window, page A-1.
The Define Groups window appears.
2. Enter a name for the planner (dispatcher) group you are creating.
3. Enter a Description for the planner group.
4. On the Members tab, select Employee from the Category list of values.
5. Enter the employee number for the field service dispatcher you want to add to this
planner group.
For setup details please refer to Oracle Common Application Components
Implementation Guide
6. Save your work.
Adding Dispatchers to an Existing Planner Group:
1. Navigate to the Define Groups window, page A-1.
The Define Groups window appears.
2. Use the Name field to query the planner group.
The Members tab populates with names of dispatchers.
3. Highlight a row, and then click the New record.
A blank row appears in the table.
4. Choose Employee from the Category list of values.
5. Enter the Employee number or Name. Press the tab key.
Information for the dispatcher displays in the remaining columns on the Members
tab.
6. Click the Roles tab to verify previously set up role type and role.
7. Save your work.
Assigning Territories to Planner Groups
Use this procedure to assign territories to planner (dispatcher) groups. Planner groups
are a group of resources (field service dispatchers) dedicated to planning and are set up
in Resource Management. Territories consist of service technicians and are set up in
Territory Management. After you assign territories to a planner group, this is the
default group of territories that display for the planner group in the Field Service
Dispatch Center.
Prerequisites
Add the dispatcher resource record to a planner group.
One or more territories with assigned service technicians set up in Territory
Manager (Navigator path: CRM Administrator > Territory Manager > Territory
Administration).
Steps
1. Navigate to the Assign Territories to Planner Groups window, page A-1.
The Select Planner Group window appears.
2. Use the Find functionality to select a planner group. For example, in the Find field,
enter 'Dispatch%'. Click Find.
A list of planner groups that begin with 'Dispatch' appear.
3. Select a Planner Group, and then click OK.
The Assign Territories to Planner Groups window appears.
4. In the Territories area, place the cursor in an empty line. Select a Territory from the
list of values, and then click OK.
The selected territory is added to the list.
5. Save your work.
Associating Territories to a Dispatcher
This procedure completes the required connections by associating one or more
territories to each dispatcher. This connection is accomplished by selecting from the list
of territories that were assigned to the planner group in the Assigning Territories to
Planner Groups procedure.
When the dispatcher logs in, the technicians are populated from all the territories
attached to the planner group the dispatcher is attached to. The Dispatch Center
populates the Plan Board, Gantt, and Map views with information for technicians
working in the selected territories.
Prerequisites
Set up a user ID for each dispatcher. (Navigator path: System Administrator >
Security > User > Define)
Assign individual dispatchers to planner groups. See Adding the Dispatcher
Resource Record to a Planner Group., page 6-28
Assign territories to planner groups. See Assigning Territories to Planner Groups.,
page 6-29
Assign technicians to service territories. See Assigning the Resource to a Territory.,
page 6-21
Steps
1. Navigate to the Field Service Dispatch Center window, page A-1.
The Tasks view appears by default.
2. From any dispatch center view, navigate to the Select Territories and Task Owners
window, page A-1.
The Select Territories and Task Owners window appears.
3. The Territories region provides two columns titled: 'Unselected' and 'Selected'. The
'Unselected' column lists territories assigned to the dispatcher, but not currently
selected for display of associated technicians in the Plan Board, Gantt, and Map
views. To populate the Plan Board, Gantt, and Map view with information about
the technicians assigned to specific territories, move one or more territories to the
'Selected' column, and then click OK.
Note: To view all territories, including the ones not assigned to this
dispatcher, select the Show All Territories check box.
Service technicians assigned to the selected territories display on the Plan Board,
Gantt chart, and Map.
Note: After the initial selection of territories, the table that keeps the
territory ids for the logged in User is updated. The selected
configuration becomes the default view for this dispatcher going
forward. The table is automatically updated, and the default view
changed, whenever the dispatcher uses the Select Territories and
Task Owners window to change the selection of territories.
Setting up Third Party Field Service Resources
Many original equipment manufacturers use third party service providers as part of
their field service solutions for enhanced geographic coverage and faster customer
service. In this case, although field service dispatchers may assign tasks to third party
technicians, these tasks and these technicians are monitored and managed by third
party administrators using the Field Service Third Party Portal or Dashboard.
To use third party service providers, you must set up resource groups of type Third
Party and individual resources with the following roles:
Third Party Service Provider this is the third party organization that you are
employing as part of your field service solution.
Third Party Administrator uses the Third Party Dashboard to manage tasks
assigned to his third party organization.
Third Party Technician can use the Technician Dashboard to report on assigned
tasks.
Note: Third Party resources can be employees that are not on the
manufacturer's payroll or they can be supplier contacts.
The process of setting up these resources is as follows.
Creating Third Party Resource Records, page 6-32
Setting up Third Party Administrators, page 6-32
Setting up Third Party Technicians, page 6-33
Creating Third Party Resource Records
Use these procedures to set up individual third party resource records for service
providers, administrators and technicians.
1. Create an employee resource record in HRMS for a resource that is not on the
manufacturer's payroll. When using the steps in the procedure Create an Employee
Resource, page 6-15, you can enter an address for the resource but you do not need
to enter an assignment, nor do you need to select organization, group, or job.
Alternatively, you can create a supplier contact in Oracle Purchasing. See Creating
Supplier Contacts (Non-Employee Resources), page 6-17
Note: This record can be for a third party service provider or its
administrator or technician.
2. Create an Applications User ID for a third party resource that is to be assigned the
role of third party administrator or third party technician. See Creating an
Applications User ID, page 6-17.
3. Import the third party record that you created into the CRM Resource Manager.
While importing, assign the appropriate third party role type of third party, and the
role of third party organization, administrator, or technician. See Importing the
Field Service Employee or Supplier Contact Into the CRM Resource Manager, page
6-18.
Note: You can also assign the appropriate third party role to this
resource after the import. See Assigning Role and Role Type to the
Resource, page 6-26. For third party service providers, after you
import the employee or supplier contact record into Resource
Manager and assign the role of third party service provider, you
can then assign it to one or more territories based on the location of
this service provider organization.
Setting up Third Party Administrators
For resources that you imported with the role of third party administrators, you must
perform the following tasks. This enables these administrators to view all the
technicians assigned to them in their organization and territory and manage their
schedules using the third party dashboard.
1. Assign the third party administrator to a calendar; see Assigning the Resource to a
Calendar, page 6-20.
2. Assign the third party administrator to a territory, see Associating Territories to a
Dispatcher, page 6-30.
3. Run the Synchronize Territory Assignment Rules program to update the
modifications you made to the territory.
Setting up Third Party Technicians
After importing employee or supplier contact records and assigning them the role type
of Third Party and role of Third Party Technicians, you must perform the following
tasks to enable them for the scheduling and management of field service tasks
1. Assign the third party technician to a calendar, see Assigning the Resource to a
Calendar, page 6-20.
2. Assign the third party technician to a territory, see Assigning Technician Resources
to a Territory, page 6-21.
3. Run the Synchronize Territory Assignment Rules program to update the
modifications you made to the territory.
4. Assign spares addresses and subinventories to these third party technicians, see
Maintaining Technician Addresses and Sub-Inventories, page 6-22.
5. Assign skills to these technicians, see Assigning Skills and Skill Levels to
Technicians, page 6-26.
Generating Field Service Trips
The Generate Field Service Trips concurrent program generates the departure and
arrival tasks for the technicians that are internal resources and creates a placeholder for
technicians trips. Trips are created and stored to enable Scheduler to perform the
scheduling, optimizing, and recalculating operations with efficiency, consistency, and
accuracy.
The Generate Field Service Trips concurrent program creates shift tasks (departure and
arrival tasks) for each service technician in the regular and stand by shifts. Then
Advanced Scheduler plans service tasks between the departure and arrival tasks and
calculates the travel time and distance for the complete trip. These departure and arrival
tasks are based on the work shifts defined for each service technician in the CRM
Foundation calendar, and normally use the service technicians home address or default
trip start location as flagged in the Resources Addresses and Sub-inventories page for
departure and arrival location.
You can run this program to generate departure and arrival tasks for a period of time
that spans several days, or choose to run it daily. This program should be scheduled to
run periodically.
Note: The Generate Field Service Trips program uses the address
source that is selected in the CSF: Shift Task Address Source profile. In
addition, based on the value of the CSF: Location Finder Installed
profile, it uses either loaded spatial dataset or eLocation service to
resolve technician start and end addresses for a single work day. For
more information on eLocation maps, see Setting Up the Map in the
Oracle Field Service Implementation Guide.
Important: This is an essential step required for the Field Service Task
Scheduling operation. This program should be run by the Dispatchers
or Field Service Administrators, for the time horizon for which any
type of scheduling is possible. This means that the program has to be
run to cater the scheduling activity into a future period of time.
Note: For Customers upgrading from prior releases:
After upgrading to Release 12, run this program once, by selecting
'Upgrade' as the value for the 'Action' parameter. Make sure it ran
successfully. Then, you can run this program any number of times,
with 'Add' as value for 'Action' parameter, as mentioned in the
procedure.
To create departure and arrival tasks and generate field service trips, see the
procedure:Running the Generate Field Service Trips Concurrent Program, page 6-34.
Running the Generate Field Service Trips Concurrent Program
Use this procedure to create departure and arrival tasks and generate field service trips:
Prerequisites
Set up work shifts in the CRM Foundation calendar.
Steps
1. Navigate to the Generate Field Service Trips window, page A-1.
The Parameters window appears.
2. Select Add from the Action drop-down menu. Available actions are:
Add: Create trips based on the current work shift definitions in the CRM
Foundation calendar.
Close: Starting from the given date or system date, whichever is earlier, close all
prior dated trips.
Delete: Remove existing trips.
Fix: Correct the existing trips by pulling in only task assignments that are valid
for the trip.
Replace: Replace exiting trips using the current work shift definitions in the
CRM Foundation calendar.
Upgrade: Upgrade the previous version Generate Shift Tasks trips to the
Generate Field Service Trips model.
3. If you want to run the program to generate trips for a specific period, enter the Start
Date for the period. In the Number of Days field, enter the number of days that the
period spans, beginning with the Start Date.
4. If you want to run the program every night, clear the Start Date field. In the
Number of Days field, enter the number of days in the future for which the daily
tasks are to be created.
Example
For example, if today is Monday, and you want to create tasks for Thursday, enter
"3" in the Number of Days field. The program runs Monday night, and generates
trips for Thursday.
5. (Optional) Enter the Resource Type. Service technicians are usually set up for
Resource Type: Employee Resource.
Seeded Resource Types include:
Employee Resource
Group Resource
Other Resource
Partner Resource
Party Resource
Supplier Contact
Team Resource
To be hired
6. If you want to generate a trip for a specific technician, enter the technician's name in
the Resource name field.
7. Select the type of shift of the resource:
Regular
Regular and Standby
Standby
If you select Standby, then the program instantiates stand by shifts. If you select
Regular and Standby, then the program instantiates both the shifts.
8. Select the resource's shift address for costing and logistics purposes. You can select:
Resource Default Trip Location
Resource Home Address
Resource Subinventory Address
9. Click OK.
The Parameters window closes to reveal the Generate Field Service Trips window.
The Parameters field summarizes information entered in the Parameters window.
10. In the At these Times region, you can select to Run the Job (concurrent program) As
Soon as Possible, or click Schedule.
11. On the Schedule window, you can select an option to Run the Job:
As Soon as Possible.
Once, at the time specified in the Run At field.
Periodically, during the time period defined by Start At and End At fields, and
at the frequency specified in the Re-run every field.
On Specific Days, dates of the month, or days of the week, during a time period
defined by Start At and End At fields.
Note: You can create a custom schedule, and then save, and apply
the saved schedule from the Schedule window.
Click OK.
The Schedule window closes.
12. On the Generate Field Service Trips window, click Options.
The Upon Completion window appears.
13. From the Upon Completion window, you can select the check box to save all output
files, select a Layout template, specify persons to notify, and select a printer. Click
OK.
14. On the Generate Field Service Trips window, click Submit.
15. If the Generate Field Service Trips concurrent program does not execute, perform
the following tasks:
Defining an Executable, page 6-37
Setting Up the Generate Field Service Tasks Concurrent Program, page 6-38
Defining an Executable
If the Generate Field Service Trips program does not run, follow this procedure to
define an executable.
See Generating Field Service Trips, page 6-34 procedure.
Steps
1. Navigate to the Concurrent Program Executable window, page A-1.
The Concurrent Program Executable window appears.
2. Enter the following values into the fields:
Executable Setup Parameters
Field Value
Executable Generate Field Service Trips
Short Name CSFVGST
Application Field Service
Description This window allows format free text entry. For example,
Generates departure and arrival tasks and schedules tasks for
field service representatives within a specified time frame.
Execution Method PL/SQL Stored Procedure
Execution File Name CSF_SHIFT_TASKS_PVT.Generate_Shift_Tasks
3. Save your work.
4. Proceed to Setting Up the Generate Field Service Tasks Concurrent Program, page
6-38.
Setting Up the Generate Field Service Trips Concurrent Program
If the Generate Field Service Trips program does not run, see Defining an Executable,
page 6-37, and then follow this procedure to set up the Generate Field Service Trips
concurrent program.
Prerequisites
Complete the Defining an Executable, page 6-37 procedure.
Steps
Steps:
1. Navigate to the Concurrent Programs window, page A-1.
The Concurrent Programs window appears.
Concurrent Program Setup Parameters
Field Value
Program Generate Field Service Trips
Short Name CSFVGST
Description This window allows format free text entry. For example:
Generates departure and arrival tasks.
Executable Name CSFVGST
Executable Output
format
Text
3. Save your work.
Activating Automatic Commitment of Tasks
To commit tasks to service technicians without interference of a dispatcher, you can run
the Auto Commit Tasks concurrent program at predefined intervals. In fact, you can
automate the whole process of scheduling and committing tasks by creating a query to
select such tasks. For more information on creating such queries and on automated
scheduling, see Automating Scheduling and Commitment of Tasks in this guide.
Tasks that have parts associated with them are committed based on the lead time for the
part (the number of days it takes to get the part to its destination). Before you can run
the program, you must set up the required profile options.
If the program does not complete its run, you can define an executable and program
parameters.
Setting up Prerequisite Profiles
These profile options determine the transition of the task status when the automatic
commitment of schedules program is executed:
The From task status is determined by the CSF: Default Planned task status profile
option.
The To task status is determined by the CSF: Default Commit task status profile
option.
Running the Auto Commit Tasks Program
Use this procedure to execute the Auto Commit Tasks concurrent program.
1. Navigate to Auto Commit Schedule window, page A-1. The Parameters window
appears.
2. Enter a Task List Query.
3. Click OK. The Auto Commit Schedule window appears.
4. The Parameters field contains the entered task list query.
5. Click Schedule. The Schedule window appears.
6. Define how often you want to commit the schedules for the time frame defined
previously.
7. Click Apply a Saved Schedule to use the settings of a previous saved schedule.
8. Choose one of the options at Run the Job.
9. Click OK when finished.
10. Click Submit.
Defining the Program Executable
If for some reason the concurrent program doesn't seem to execute, use the following
procedure to define an executable.
1. Navigate to Concurrent Program Executable window, page A-1.
Executable Parameters and Values
Field Value
Executable Auto Commit Schedule
Short Name CSFVCMT
Description Free, e.g. Commits schedules automatically
from In Planning to Assigned status.
Execution Method PL/SQL Stored Procedure
Execution File Name CSF_AUTO_COMMIT_PVT.Update_Planne
d_Task_Status
3. Click Save.
Defining Program Parameters
If the concurrent program doesn't seem to execute, you can use the following procedure
to define parameter values for the program.
1. Navigate to Concurrent Programs window, page A-1.
Concurrent Program Parameters and Values
Field Value
Program Auto Commit Schedule
Short Name CSFVCMT
Description Free form text. For example, Commits
schedules automatically from Planned to
Assigned status.
Executable Name CSFVCMT
Executable Output format Text
3. Click Save.
Setting up the Technician and Administrator Portals
Defining Material Justification Codes
Material Justification codes are setup for Field Service Debrief. These justification codes
are offered to the user from the Reason list of values when creating a material
transaction line on the Field Service Debrief Materials tab.
Note: Be sure not to confuse this action with the Return Reason field on
the Material tab from Field Service Debrief.
Steps
1. Navigate to the Define Material Justification Codes window, page A-1.
2. This navigation path opens the Application Object Library: CSF
_MATERIAL_REASON Lookups window.
The Type field is defaulted. The User Name is displayed. It is used by loader
programs. The Application is defaulted. In the Description field a description is
given. You can modify this description.
3. In the Access Level region it is defined what changes are possible to a lookup type.
User: You can change any lookup code.
Extensible: New lookup codes can be added. However, you cannot modify
seeded lookup codes.
System: No changes to the lookup codes are allowed.
4. Create material justification lookup lines by entering the following information in
the lower region on the window:
Material Justification Lookup Lines
Field Value
Code Enter the code value for your Lookup. You
can define a maximum of 250 Lookups for a
single Lookup type. When you enter a valid
Lookup meaning into a displayed window
field, Lookups stores this code into a
corresponding hidden field. For example,
the Lookup "Y" displays the meaning "Yes"
but stores the code value "Y" in a hidden
field.
You cannot change the values in this field
after committing them. To remove an
obsolete Lookup you can either disable the
code, enter an end date, or change the
meaning and description to match a
replacement code.
Meaning When you enter a valid Lookup meaning
into a displayed window field, Lookups
stores the corresponding code into a hidden
field. Lookups automatically displays the
meaning in your Lookups field whenever
you query your window. For example, the
Lookup "Y" displays the meaning "Yes" but
stores the code value "Y" in a hidden field.
Description You can display the description along with
the meaning to give more information about
your Lookup.
Field Value
Tag Optionally, enter in a tag to describe your
lookup. The tag can be used to categorize
lookup values.
From and To Enter the dates between which this Lookup
becomes active. If you do not enter a start
date, your Lookup is valid immediately.
Once a Lookup expires, users cannot insert
additional records using the Lookup, but
can query records that already use the
Lookup. If you do not enter an end date,
your Lookup is valid indefinitely.
5. Check Enabled for each line you want to activate.
6. Click Save.
Defining Labor Justification Codes
Labor Justification codes are setup for Field Service Debrief. These justification codes
are offered to the user from the Reason list of values when creating a labor transaction
line on the Field Service Debrief Labor tab.
Steps
1. Navigate to the Define Labor Justification Codes window, page A-1.
2. This navigation path opens the Application Object Library: CSF _LABOR_REASON
Lookups window.
The Type field is defaulted. The User Name is displayed. It is used by loader
programs. The Application is defaulted. In the Description field a description is
given. You can modify this description.
4. Create labor justification lookup lines by entering the following information in the
lower region on the window:
Labor Justification Code Table
Field Value
field.
replacement code.
your Lookup.
lookup values.
Field Value
6. Click Save.
Defining Expense Justification Codes
Expense Justification codes are setup for Field Service Debrief. These justification codes
are offered to the user from the Justification list of values when creating an expense
transaction line on the Field Service Debrief Expense tab.
Steps
1. Navigate to the Define Expense Justification Codes window, page A-1.
2. From the Application Object Library: CSF _EXPENSE_REASON Lookups window,
in the Description field a description is given. You can modify this description.
The Type field is defaulted. and the User Name is displayed. It is used by loader
programs. The Application also is defaulted.
4. Create expense justification lookup lines by entering the following information in
the lower region on the window:
Expense Justification Codes Table
Field Value
field.
replacement code.
your Lookup.
lookup values.
6. The double brackets ([ ]) identify a descriptive flexfield that you can use to add data
fields to this window without programming.
7. Click Save.
Setting Up Billing Types and Service Activity Codes
Billing Categories exist in Service core that enable users to differentiate the billing types
into categories of Material, Labor, and Expense. These billing categories, which are
seeded, will be required along with billing type before the billing type is attached to a
service activity code. As such, billing types are user extensible and can represent the
various business needs that might arise in your enterprise. The billing categories also
determine in which section of the Debrief page the item should appear: Expense, Labor,
or Material.
For complete information on setting up Billing Types and Service Activity Codes, see
the Implementing Charges chapter of the Oracle TeleService Implementation and User
Guide.
These procedures are required to enable billing functionality to be used in Debrief and
Spares Management:
Define Billing Types , page 6-47
Set Up Billing Type Attributes, page 6-48
Set Up Service Activity Codes, page 6-49
Set Up Material Service Activity Codes in Install Base, page 6-50
Associate Service Activity Codes with a Business Process, page 6-51
Defining Billing Types
You can define billing types to fit your business needs, which you can then associate to
billing categories and service activity codes. The three seeded billing types are Labor,
Expense, and Material. Each of these billing types is associated with the related billing
category of the same name.
When you create new billing types, they can be associated with either the Expense or
the Material billing category. You cannot associate extensible user-defined billing types
with the Labor category.
Billing types are associated with service activity codes and they are also associated with
items, that you set up in Oracle Inventory.
Steps
1. Navigate to the Service Lookups window, page A-1.
2. At the Service Lookups window, select Find from the View menu and query the
following lookup: MTL_SERVICE_BILLABLE_FLAG.
The Meaning, Application and Description fields appear by default. The Access
Level is set at Extensible.
3. To create a new lookup, place your cursor in a blank Code field and enter a code for
the new billing type in the Code field.
4. Enter the name of the billing type in the Meaning Field.
6. Leave the Tag field blank. It is not used in this lookup for Field Service.
7. Enter an Effective From date. This is the date that the billing type becomes active.
8. (Optional ) Enter an Effective To date.
If you want to deactivate a Billing Type, enter an end date that corresponds with
the day you want the billing type to become inactive.
9. Select the Enabled check box.
10. Repeat steps 2-8 for each new billing type you want to create.
11. Save your work.
Setting Up Billing Type Attributes
When you create billing types, you must associate them with billing categories to
ensure that the billing types appear in the appropriate section in the Debrief page. The
new billing types you define will be categorized as Material, if you want them to appear
in the Materials section, or Expense, if you want them to appear in the Expense section.
Note: You cannot create billing types for the Labor section in debrief.
You must only use the seeded billing type Labor for Service Activity
Codes associated with this billing type.
Spares Management also uses
Those billing types of category Material are also used by Spares Management and can
be tracked in Install Base.
When you set up the billing types and associate them with the appropriate category,
remember that these billing types will be associated with Service Activity Codes, that
will appear as options in the Material or Expense section of Debrief.
Prerequisites
Billing types must be set up.
Steps
1. Navigate to the Billing Type Attributes window, page A-1.
2. In the Billing Type Attributes window, create a new record and in the Billing Type
field, select a billing type from the list of values.
3. In the Billing Category field, select a category to associate with the billing type from
the list of values.
The options are: Material or Expense.
4. Enter a Start Date.
5. (Optional) Enter an End Date. To keep the lookup active indefinitely, leave this field
blank.
6. If you want to associate this Billing Type with a specific item in Inventory, select the
item in the Rollup Item field.
7. Repeat steps 1-5 to associate each billing type you want with a billing category.
8. Save your work.
Setting Up Service Activity Codes
You must create the service activity codes that you want to appear in the lookups of the
Material, Labor, and Expense sections of Field Service Debrief. All activities that a field
service technician will log in Debrief must have a related service activity code.
You can define the service activity codes. The service activity codes are filtered by the
billing type and associated category that you link to them. For example, a service
activity code with a billing type of Material will only appear in the lookup of the
Material section of the Debrief page.
You must categorize service activity codes to represent either issued items, or those items
that are going to a customer, or as returned items, or those items that are being retrieved
from the customer.
Prerequisites
Billing types and billing attributes must be set up.
Steps
1. Navigate to the Service Activities and Billing Types window, page A-1.
2. In the Service Activities region of the Service Activities and Billing Types window,
create a new record (New icon).
3. Enter the name of the service activity code you want to create in the Service Activity
field.
4. (Optional) Enter a Description for the service activity code.
5. In the Line Category field, select whether the service activity code is to be of type
Order or type Return.
6. Enter a Start Date.
7. (Optional ) Enter an End Date. To keep the service activity code active indefinitely
leave this field blank.
8. In the Billing Types region, select the billing type Name that you want to associate
with service activity code that you just created from the list of values.
The Description appears by default from the billing type and the current date
appears by default in Start Date.
9. Repeat step 7 for each billing type you want to associate with the service activity
code.
10. In the Order Management Header and Line Types region, select the Operating Unit
you want to associate with the service activity code.
11. Select Mixed from the Order Type list of values.
12. Select Standard from the Line Type the list of values.
Note: The Order Type and Line Type settings are not restricted to
the values noted above. You can use any type as long as it is set up
correctly in Order Management. For more information, see the
Oracle Order Management User Guide.
13. Save your work.
Guidelines
Within the Debrief page, service activity codes are filtered for each section based upon
the billing category. It is important that you remember what billing category that you
associated with each billing type that you created and attached to a service activity
code.
Setting Up Material Service Activity Codes in Install Base
All service activity codes that are defined with a billing type and category of Material
must be set up in Install Base. The reason for this is these service activity codes are
related to items that are trackable in Install Base.
Service activity codes with both line types of Order and Return must be added to the
Install Base.
Prerequisites
Service Activity Codes of type Material must be set up.
Steps
1. Navigate to the Transaction Sub Types window, page A-1.
2. When the Transaction Sub Types window appears, select the Service Type check
box.
This check box will enable you to access only Service Transaction Types among the
list of values in the Name field.
3. Query on the name of the service activity codes that you created and select one that
you created with a billing category of Material.
4. In the Source Info region, select the Reference Reqd (required) check box if you
want to include trackable items.
5. Select the Change Owner check box.
6. If the service activity code has a line type of Order, then select External in the
Change Owner field. If the service activity code has a line type of Return, then
select Internal in the Change Owner field.
7. Select a Status for the source.
Do not select a status that will reflect the source as inactive such as, Terminated or
Expired.
8. In the Source Transaction Types region, you must set up lines for Field Service and
Order Management application. Select each from the list of values in the
Application Name field.
9. For the Field Service line, select a Transaction Name. The Transaction Type and
Description fields will appear by default from the Transaction Name.
10. For the Order Management line, select Order Management Ship/Fulfill in the
Transaction Name field.
The Transaction Type and Description fields appear by default.
11. For both lines, select the Update IB (Install Base) check box to include trackable
items in the setup.
12. Save your work.
Associating Service Activity Codes with a Business Process
Within the Oracle E-Business Suite there are several applications that use the Service
Activity Request functionality. You can map the same Service Activity Code to multiple
business processes through this process.
You must create new business processes and associate them with the appropriate
Service Activity Code. See Setting up Business Processes in the Oracle Field Service
Implementation Guide for details on setting up business processes.
Prerequisites
A Business Process and Service Activity Codes must be set up.
Steps
1. Navigate to the Service Business Process window, page A-1.
2. From the Service Business Process window, switch to query mode and search for
the business process you want to associate with the service activity code in the
Name Field.
For example, Field Service.
3. Select the Field Service check box.
The Service Request check box appears selected by default. If you want to enable
Depot Repair you can select the Depot Repair check box as well.
4. (Optional) Enter an Effective Date range. If you leave these fields blank, the
mapping will remain open indefinitely.
5. In the Service Activities region, select the service activity code you want to map to
the field service business process from the list of values in the Service Activity field.
6. Repeat step 4 for each service activity code you want to map to the business
process.
7. Save your work.
Setting Up Oracle E-Records and E-Signatures for Field Service
The Field Service Administrator and Field Service Technician Portals have the ability to
capture and approve electronic records. In this application, approval of electronic
records means an internal procedural sign off, and not the customer approval of work
completion. This feature provides you with the ability to store electronic records of key
application transactions and retrieve them during the audits.
See the 21 CFR Part 11 Compliance appendix in the Oracle Field Service Implementation
Guide.
For the Field Service Administrator Portal and Technician Portal, this entails creation of
e-Records and capturing the appropriate ID and password of the approver when the
technician completes debrief on the work assigned.
To set up this feature in the Field Service Administrator Portal and the Field Service
Technician Portal these key setups are required:
Set the profile: EDR: E-records and E-Signatures value to Yes.
Set the Transaction variables: eRecord Required and eSignature Required values as
Yes.
The ERES work flow business event subscription should be Enabled and should be
in Synchronous mode.
The Approval Management Engine should have one rule defined.
To view e-records and e-signatures, click the Search Erecord Evidence Store quick link
from the Field Service Support Dashboard, or from the Field Service Technician
Dashboard.
Setting the EDR: E-records and E-signatures Profile
Use these steps to set the value of this profile and enable this feature.
1. Navigate to the Oracle Applications Administration: Cores Services - Profiles page,
page A-1.
2. Search for the EDR: E-records and E-signatures profile.
Enter EDR:% in the Name field.
Based on the level for which the profile needs to be set, provide the value in the
Access Level region.
Click Go.
3. Highlight the search result row for the EDR: E-records and E-Signatures profile.
Select the desired level, and then click the Update icon.
4. Select Yes from the list of values for the desired access level.
5. Click Update.
Setting the Transaction Variables
Use these steps to set the values for the eRecord Required and eSignature Required
transaction variables.
1. Navigate to the Setup page, page A-1.
2. Search for the Transaction Name: ERES Debrief Report Event.
3. In the search result, click the Update icon against the variable name E Record
Required.
4. Set the value field to Y, and then click Apply.
5. Repeat steps 1 through 4. However in Step 3, click the Update icon against the
variable name E Signature Required.
Enabling the ERES Workflow Business Event Subscription
User these steps to enable subscription to this business event.
1. Navigate to the Business Events page, page A-1.
2. Search for the Business Event: oracle.apps.csf.dbrf.approve.
Click the Update icon.
3. Select the Enabled status in the Status drop down list.
Click Apply.
At this time a warning popup message appears.
4. Click Yes.
Defining a Rule for the Approval Management Engine
The Approval Management Engine should have one rule defined. When the task
assignment status is changed to Completed, Rejected, or Closed, the approval process
will proceed with the approval process displaying the list of approvers matching the
defined Approval Management Engine rule.
To complete the setup steps, Attributes, Condition, Action types, and Approver groups
should also be defined.
Defining New Attributes
1.
Note: You can reuse an existing attribute present in the transaction
type: ERES Debrief Report Event or define a new attribute and use
it in the selected transaction type: ERES Debrief Report Event.
Navigate to the Business Analyst Dashboard, page A-1.
2. Click the Setup icon against the Transaction type: ERES Debrief Report Event.
3. Click Create.
4. Enter the Item Name and Description. Header appears by default in Item Class.
5. Select a Data type from the drop down list of values.
6. Select an Approver type from the drop down list of values.
This field is enabled when the Data type is: Number.
7. Enter the Value Set value.
This field is enabled when the Data type is either: Number or String.
8. Select the Usage Type from the drop down list of values.
9. Define the value of the attribute in the Value field, depending on the Data type
chosen and the Usage Type: Static.
For example, for the Data type: Boolean and Usage Type: Static, in the Value field
you can enter false.
10. When the Usage Type is: Dynamic, enter the SQL query in the Value field. Click
Validate.
11. Click Apply.
12. Including Existing and Newly Defined Attributes
1. Click Use Existing Attribute.
2. Select the radio button against the existing attribute or newly defined attribute
that you need to add to the Transaction type: ERES Debrief Report Event.
3. Click Continue.
The Existing attribute-modify usage page launches.
4. Modify the details, if required. Click Finish.
Defining Conditions
1. Navigate to the Business Analyst Dashboard, page A-1.
2. Click the Setup icon against the Transaction type: ERES Debrief Report Event.
3. Click Create.
4. Select the Condition type from the drop down list of values.
5. Provide the Attribute on which this condition is based. You can enter or search and
select the attribute by clicking the Lens icon.
6. Click Apply.
Defining New Action Types
1.
Note: You can use an existing Action type in the selected
Transaction type: ERES Debrief Report Event, or define a new
Action type and include the newly defined action type in the
selected Transaction type: ERES Debrief Report Event.
Navigate to the Action Types page, page A-1.
2. Click Use Existing Action Types.
3. Click Create.
4. Define the Action Description Query when the dynamic action description is chosen
as Query Generated.
5. Define Name, Handler, and Description.
6. Select the Rule type from the drop down list of values.
7. Enable the desired check box for the Allowed Approver Types.
8. Select the Dynamic Action Description from the drop down list of values.
9. You can also add attributes that the Action type defined requires when it is
calculating the required approvers for a transaction.
10. Click Apply.
11. Using Newly Defined or Existing Action Types
1. Select the ERES Debrief Report Event transaction type.
2. Click Use Existing Action Type.
3. Select the check box against the existing Action type or the newly defined
Action type to add to the Transaction type: ERES Debrief Report Event.
4. Click Continue.
5. Review the action type details.
6. To add the selected attribute to the Transaction type, click Finish.
Defining New Approver Groups
1.
Note: You can use an existing Approver Group in the selected
Transaction type: ERES Debrief Report Event, or define a new
Approver Group and include the newly defined Approver Group
in the selected Transaction type: ERES Debrief Report Event.
Navigate to the Approver Groups page, page A-1.
2. Click Create.
3. Define the Name, Description, and Order Number.
4. Select the Voting Method and Usage Type from the drop down list of values.
5. Define the Query if the Usage Type is chosen as Dynamic.
6. Define the group members by clicking Add Another Row.
7. Select the Approver Type from the drop down list of values.
8. Define the Approver and Order Number.
9. Click Apply.
10. Using Existing Approver Group
1. Select the ERES Debrief Report Event transaction type.
2. Click Use Existing Approver Group.
3. Select the check box against the existing Approver Group which needs to be
added to the Transaction type: ERES Debrief Report Event.
4. Click Add.
Defining a Rule
1. You can define a new rule for the selected Transaction type: ERES Debrief Report
Event, or use an existing rule in another Transaction type, or use an inactive rule in
the existing Transaction type: ERES Debrief Report Event.
Using an Existing Rule
1. Navigate to the Rules page, page A-1.
2. Click Use Existing Rule.
3. Search by providing the Transaction type value in the search criteria.
4. Select the radio button against the desired Transaction type. Click Continue.
5. Define the start and end date.
6. Click Finish.
Creating a New Rule
1. Navigate to the Rules page, page A-1.
2. Click Create.
3. Define the Name of the Rule.
4. Select the Rule Type from the drop down list of values.
5. Define the start and end date of the rule, and then click Next.
6. To add conditions to this rule, click Add Condition.
7. Select the desired conditions by selecting the check box against the conditions,
and then click Continue.
8. To add actions to this rule, click Next.
9. Select the Action Type from the drop down list of values.
10. Define the Action for the Action Type chosen by search and select, or by
entering the value.
11. To review the details of the rule, click on the Next.
12. To create a new rule, click Finish.
Setting up the Field Service Dispatch Center
You can configure the dispatch center task, plan board, and gantt chart views. In
addition, you can configure the dispatch center to view and manage the tasks of a
different dispatcher.
Setting Up Query Selection for Task Owner Context Enforcement
Dispatchers sometimes oversee tasks owned by other dispatchers (schedule technicians,
manage exceptions, and so on) to assume the responsibilities of dispatchers who are on
leave. The Dispatch Center window enables dispatchers to select the task owners
dynamically, and then view and manage tasks owned by other dispatchers. Dispatchers
can interactively select multiple task owners.
1. Navigate to the Query Selection for Task Owner Enforcement window, page A-1.
Task List Queries can be flagged to enable, or activate, the enforcement of task
owner selections. Task Queries set up with the 'Enabled' check box selected are
candidates for enforcing the task owner selection. All Queries, both seeded and
custom queries, are available for task owner selection enforcement, except the 'My
Inbox' query. The seeded 'My Inbox' query already enforces and implies the task
owner as the current Dispatcher logged-in and hence, is not available for selection
in the user interface.
2. Select Navigate from the Dispatch Center window menu bar, and then choose
Select Territories and Task Owners from the Navigate menu.
3. The Task Owner region has several check boxes for selecting the 'Candidate
Owner':
My Self: The Dispatcher currently logged in.
My Groups: All the Resource Groups the dispatcher is a member of.
My Group Members: All members in the Resource Groups that the dispatcher is
a member of.
All Groups: Displays all resource groups set up, no restrictions applied.
You can select or unselect Task Owners by using the shuttle buttons provided
between the 'Unselected' and 'Selected' regions.
4. Click OK to save your work.
Configuring Tasks List Table Attribute Display
You can use the Spreadtable Meta Data Administration window to customize the order
in which task attributes are listed in the tasks list table of the Dispatch Center. You can
also hide attributes that you do not want displayed in the tasks list table.
You can navigate to this window from Field Service Setup > CRM Foundation >
Spreadtable.
Setting Up Task Custom Color Coding
Color coding tasks that can be viewed in the Field Service Dispatch Center enables a
dispatcher to quickly identify a multitude of situations, such as high priority tasks,
escalated tasks that need immediate rescheduling, tasks "in jeopardy," and tasks that
have been committed to a customer and cannot be rescheduled.
By default, only a limited number of colors are used in Field service. In the Plan Board,
yellow is attached to a task with actual times, and red is used when a task is escalated.
In the Gantt chart, yellow and red have the same use, and blue is used when a task has
scheduled times. Furthermore, green is used in the Scheduling Advice window to
identify a plan option.
You can enhance this color-coding functionality greatly through a custom setup. There
are 36 colors, of which 35 are available for custom coding. (Green is a reserved color.)
The following properties relating to tasks are available to use in determining the
color-coding scheme:
Task Type
Task Priority
Task Status
Plan option will automatically be assigned Green, the reserved color just as it is in the
standard configuration. Using the custom color coding configuration will greatly
enhance a dispatcher or planners ability to effectively manage the day-to-day field
service operations.
You can set up any number of color configurations by simply changing any one of the
determining factors (Type, Priority, Status, or Escalated).
Use the following steps to set up custom color coding:
Prerequisites
The profile option CSF: Use Custom Color Coding Scheme must be set to Yes to set
up custom color coding.
Task Types, Task Statuses, and Task Priorities must be set up.
Steps
1. Navigate to the Task's Custom Color Setup window, page A-1.
2. Enter a Color Determination Priority number.
In the case of a conflict between to color coding schemes, the color with the lowest
priority number will prevail.
3. In the Type field, select the Task Type that you want to associate with this color
configuration from the list of values.
4. In the Priority field, select the Task Priority to be associated with this color
configuration.
5. In the Priority field, select the Task Assignment Status that you want to associate
with the color configuration from the list of values.
To distinguish between tasks by status, for example, you could choose Blue to
represent all tasks of a certain type (say "Repair at Site") with the status of
"Approved," and you could set up an orange color configuration for tasks of type
"Repair at Site" without distinguishing the status. To ensure that the Approved
status takes precedence, you would have to set the Color Determination Priority
number lower for the first color configuration. In this scenario, tasks of type Repair
at Site with a status of Approved would appear in blue, and all other tasks of type
Repair at Site would appear as orange.
6. Select the Color for the color configuration.
The Custom Colors palette is displayed where you can select from the available
colors. The characteristics of the color you select will be displayed in the
Background Color Value section in the RGB Value and Decimal Value fields.
7. If you want the color to apply only to those situations where the task has been
escalated, select the Escalated? check box.
You will need to enter the same configuration twice, once with the Escalated check
box selected and once without to distinguish between the two situations.
8. If you want the custom color configuration to be usable in Field Service, select the
Active check box.
9. Save your work.
Setting Up the Scheduling Chart View
The Scheduling Chart or Gantt view of tasks enables the dispatcher to view tasks
scheduled across technicians and days. The Gantt chart features icons on the task bar
for accessing additional task details and text that displays important task attributes on
the task bars such as task number, task priority, and customer name. You can rank icons
in importance during set up. These icons then appear in the Gantt cell accordingly; only
a maximum of three icons per task bar.
You can also setup and prioritize the attributes that are displayed on the Task bar in the
Scheduling Chart. You can choose to turn on the display for each attribute by checking
the Active check box against it. Actual text displayed depends on the space available on
the Task Bar
The following business functions have related Gantt icons:
Access Hours
After Hours
Customer Confirmation Required
Customer Confirmation Received
Parts Requirement
Task Dependencies
The following attributes are critical for display.
Task Number
Task Name
Customer (Name)
City
Task Priority
Site Name
Postal Code
Setting Up the Map
Oracle Field Service provides eLocation map services to enable dispatchers to view and
track technicians, task status, and task incident address locations. This map is available
to the user as part of the Field Service Dispatch Center functionality. Map display is
supported by the MapViewer which is part of Oracle 10g. For information on the
installation and setup of the Oracle 10g MapViewer, see the Oracle 10g User Guide.
Plan and setup of the Oracle 10g MapViewer as described in the Oracle 10g User Guide:
Verify MapViewer Availability, page 6-63
Check the eLocation Map Profile Options, page 6-63
The eLocation service has its own spatial dataset. However, for wider and more
detailed geocoding and time and distance calculations, you can load and use multiple
spatial datasets into a single global instance. For more information on this, see the
Setting Up Spatial Data section below. For more information on geocHi oding and time
and distance calculations see the appropriate subsections under Setting Up Oracle
Advanced Scheduler in this guide.
Note: If you have registered with Google Inc. and have a registration
key, you can use the interactive map services provided by Google
Maps. For more information, see Setting Up Google Maps in this guide.
Verify MapViewer Availability
Use this procedure to make sure the MapViewer has been installed and is running.
Prerequisites
Oracle 10g is installed and setup.
Steps
Open a browser and check the mapviewer availability with the following url:
http://<server name>:<port number>/mapviewer/omsserver
Check the eLocation Map Profile Options
Set the profile options specific to the eLocation Map.
Steps
1. Navigate to System Profile Values window, page A-1. The Find System Profile
window appears.
2. Check Site.
3. At Profile enter CSF%eLoc%.
4. Click Find.
You can set the profile options described in the following table in any sequence. All
profile options have been provided with default values.
eLocation Map Profile Options
Profile Option Description
CSF: eLocation Map JDBC driver type The JDBC driver type used to make a
connection to the data source for the
eLocation map, default set to 'thin'.
CSF: eLocation Map data source name The unique name that is given to the
collection of data source parameters for the
eLocation map, e.g. csfmap. The name must
be modified if any of the data source profile
options change and the map server cannot
be restarted.
CSF: eLocation Map enable java debugging Optionally enable additional debugging
output to the Java console for the eLocation
map.
CSF: eLocation Map high latitude
coordinate
Do not change, high latitude coordinate of
the last view area of the eLocation map.
CSF: eLocation Map high longitude
coordinate
Do not change, high longitude coordinate of
CSF: eLocation Map last used service area
number
Do not change, the identification number of
the last viewed area on the eLocation map.
CSF: eLocation Map last used spatial
dataset
This profile stores the last used spatial
dataset name in the Map View.
CSF: eLocation Map low latitude coordinate Do not change, low latitude coordinate of
CSF: eLocation Map low longitude
coordinate
Do not change, low longitude coordinate of
CSF: eLocation Map move factor (between
0.1 and 1)
The fraction of the width or height by which
the eLocation map view should be moved
when using the navigate buttons on the
Map tab in the Field Service Dispatch
Center.
Profile Option Description
CSF: eLocation MapViewer URL Gives the mapviewer URL that is used for
the eLocation map server.
CSF: Enable Multi Dataset Because elocation provides spatial data, set
this profile to No.
CSF: Google Map Key If you are not registered with Google maps,
set this profile value to Null.
CSF: Location Finder Installed Set this profile to No.
CSF: Skip eLocation Set this profile to No.
CSF: Use eLocation Map Indicates that you are using the eLocation
map.
Setting Up Spatial Data
Spatial data is used for Map Display in the Dispatch Center, and to enable certain
Oracle Advanced Scheduler functionality, such as route calculation in the Time
Distance Server and for location finding (geographical coding). Dispatchers can
alternatively use Oracle Field Service's eLocation Maps to calculate route and use the
same for finding and validation customer addresses from the Geotester page.
For more information on eLocation maps, see Setting up the Map in this guide. For
more information on using eLocation services for geocoding, see Setting up Additional
Scheduler Features in this guide.
Customers can load the spatial data into the schema only in an Oracle specified format.
Even though they have a choice of loading data from any source, Oracle Advanced
Scheduler is certified with the spatial data provided by Navigation Technologies
(Navteq). Navteq supplies spatial data standardized to be used with Oracle applications
by conforming to the Geographic Data Format (GDF). For installation instructions
please refer to the installation documentation supplied with the Spatial Data bought
from Navteq and also refer to Metalink Note #565980.1 R12.1 - Field Service Spatial
Upgrading Document.
To dynamically load multiple spatial datasets in one single global instance, set the CSF:
Enable Multi Dataset profile to Yes at the site level. Then, select the required dataset in
the Map view and select the required country from the countries for this dataset. This
loads the selected dataset into the instance for map display and map-related functions
such as locating technicians and calculating routes. In addition, these selections are
stored in the CSF: eLocation Map Last Used Spatial Dataset profile option for the user's
next Map view visit.
After installation of the spatial data check the following:
Check Map Display, page 6-66
Check Map Display
After installation, perform a quick check to see if the data is really there and the map
displays.
1. Navigate to the Field Service Dispatch Center, page A-1 in the Field Service
application.
2. Click the Map icon.
3. Make a selection from the list of values to select the map of your choice. The Map
displays.
When the map doesn't display at all, the data isn't there.
Setting Up Google Maps
The Oracle Field Service application provides customers with an option to view and
track information about technicians, task status, and task incident address locations in a
more interactive way through Google Maps. Dispatchers can visualize key business
information on maps. With Google map integration, customers can have a pictorial
view of the tasks, task status, and technicians location details with or without spatial
data information. Google Maps provide a high performance, visually appealing, and
interactive map viewing experience, with all the capabilities built-in such as, zooming
in and out, panning or scrolling, and printing maps.
Alternatively, you can use eLocation Maps provided by Oracle Field Service for the
same views without the need to separately register for this service. For more
information, see Setting up the Map in this guide.
Prerequisites
Rendering technician trips, task location, tasks within a region, and tasks fetched by
executing the task query onto Google maps requires that the addresses and locations be
geo-coded. For more information, see Geo-Coding in the Oracle Field Service
To use Google Maps with the Field Service application you need to have a Registration
Key from Google, Inc. You are responsible for signing up and obtaining the Registration
Key for Google Maps from Google, Inc., which can be obtained through this URL:
http://www.google.com/apis/maps/signup.html.
After your Google map registration is complete, enter the Registration KEY in the
profile CSF: Google Map Key to implement and use Google Maps.
Steps for Google Maps Setup
1. Switch to the System Administrator Responsibility and invoke the Profile System
values.
2. Enter the value CSF: Google Map Key and click Find.
3. Enter the Registration KEY and save the data.
Now the application is set to invoke Google Maps from the Field Service applications.
You can invoke Google Maps from the Field Service Dispatch Center and also from the
Field Service Technician Portal user interfaces.
For more information on Google Maps integration with the Field Service Dispatch
Center, see Understanding the Google Maps Integration, Oracle Field Service User Guide.
For more information on Google Maps integration with the Field Service Technician
Portal, see Viewing Tasks on Google Maps, Oracle Field Service User Guide.
Purging Field Service Data
Database size increases with the number of transactional records. As the database size
increases, system performance and the time required for backup are adversely
impacted. To address these adverse effects, the Field Service Administrator should
periodically run the Service Request Purge Program to:
Validate whether the service requests can be purged.
If yes, then delete service request and task data based upon parameter values
specified for the concurrent manager program..
Purge refers to the action of deleting a record from the database.
Purged records cannot be accessed or viewed in the future.
Archive refers to storing deleted data in non-transactional tables
that can then be retrieved through a backup mechanism. Archiving
deleted service request records is not within the scope for this
release.
After the Debrief header, lines, notes, and task part requirements
have been successfully purged, a 'Success' message is returned to
the Service Management API. If unable to purge, an appropriate
error message is returned.
Purge of service requests with tasks other than Type: Dispatch, and
their related and dependent objects is handled by the Oracle
Customer Support (TeleService) application.
Caution: Electronic Signatures created as part of the ERES enabled
process for CFR Part 11 Compliance should not be purged. The
software does not prevent the purging of these records.
This concurrent request is set up to delete Field Service tasks of type: Dispatch that are
Closed, Completed, or Canceled, along with their task assignment records, task notes,
task access hours, and task dependencies.
Use the following steps to execute the purge.
1. Navigate to the Submit a New request window, page A-1.
2. Click the Single Request radio button, and then click OK.
The Submit Request window appears.
3. In the Name field, enter the concurrent request name: Service Request Data Purge.
4. Click the Parameters field.
The Parameters window appears.
5. Complete the following parameter values to specify criteria for purging records:
Number: Service Request number
Status: Closed, Canceled, or Completed
Type: Dispatch
Created From To (dates)
Updated From To (dates)
Not Updated Since [LOV]
Customer Number [LOV]
Customer Account [LOV]
Item Category [LOV]
Item Number [LOV]
Retain Customer Requests [Yes/No]
Number of Workers: [LOV] (4 recommended)
Purge Batch Size [LOV] (1000 recommended)
Non Field Service Tasks [LOV]
Maintain Purge Audit [LOV]
6. Click OK.
The Parameters window closes.
7. On the Submit Request window, click Submit.
Setting Up GPS
Oracle Field Service enables you to use Global Positioning System (GPS) technology
along with spatial data and Google or eLocation map integration to enable dispatchers
to track resources, tasks and other scheduling requirements real time. Dispatchers can
use GPS data to accurately calculate travel times for dispatching or re-routing
technicians in an emergency break-fix situation. With Advanced Scheduler, dispatchers
can identify optimal scheduling options.
Setting up GPS enables you to perform the following tasks.
Register and maintain GPS vendor information.
Setup, register, and assign GPS devices to technician resources.
Track and monitor technician locations and traveling statuses.
Accurately plot and calculate distances and traveling time between technician
current location and customer site.
Purge GPS resource and task history as required by territory, resource type, vendor,
device, resource, and given period, and monitor purge requests.
Implementing and Managing GPS Vendors and Devices
Oracle Field Service enables you to register GPS service providers or vendors and their
GPS devices before assigning them to resources for use in the field. Dispatchers can
then track the performance of vendors and individual devices against cost of operation
and decide on device preferences and terms and conditions of deployment.
Implementing GPS for Field Service enables you to track the current location of the
resource that has been assigned the GPS device. You can ping the provider for the latest
location information. Oracle Field Service provides predefined location tracking
statuses for resources. Because vendor statuses can be different, you must map vendor
location tracking statuses to these internal statuses when registering vendors. This
ensures that status codes are consistent across vendors
Starting GPS and Registering Vendors and Devices
Before you can use GPS devices in the field, you must perform the following tasks using
the GPS Administration page.
Start the GPS services using the On/Off button in the GPS Configuration region.
Only after you start the GPS service, Field Service can validate the vendor
registration details that you enter.
Enter vendor registration details such as name, site, class, package, your login
information as provided by the vendor, and usage or device pinging interval. The
class must exist within the package. The usage interval is usually greater than the
metering restriction imposed by the vendor; big enough for system performance
and small enough to track resources effectively.
If the GPS service is on, the system validates these details.
Enable the vendor that you registered.
After you enable the vendor, you can download all the GPS device details of this
vendor. Alternatively, you can manually enter these details on the GPS Devices
page.
Map vendor location tracking statuses to seeded statuses and save this mapping.
Oracle Field Service supports the vendors, Onboard and Trimble, and provides default
implementation for them as described in the following table.
Vendor Name Onboard Trimble
Implementing Class OnboardGPSVendor TrimbleGPSVendor
Implementing Package oracle.apps.csf.spatials.gps.se
rver
oracle.apps.csf.spatials.gps.se
rver
Service Provider URL http://xml.fleettraks.com https://www.demo.road.com/
apps/API
User Name oracle api21463
Password testaccount 4nCWq2tR
Usage Interval 0 120
Registering and Assigning GPS Devices
After you register and enable the vendors, you can either download all the devices for a
vendor using the GPS Administration page or manually enter device tags or identifiers,
active period, and vendor on the GPS Devices page. Downloading automatically enters
device details. If required, you can enter a user-defined tag for each of these devices.
You can then select the device you just registered and click on the Ping Device icon to
fetch and display the current location inline and on the map. If you click on the marker
in the map, the tool tip displays the device tag, the exact location co-ordinates, and the
date and time of the last known activity.
In the Device Details region of this page, you can use the Add Assignee button to add
the selected device to a resource of a selected resource type. You can also change the
assignee for a device and save your changes.
Tracking GPS Path of Resource
You can use the Path Tracker link in GPS Setup to check the performance of a device by
plotting the GPS path of a selected resource and resource type for a given period. When
you click on the Plot GPS Path button, the path taken by the resource over the given
period is displayed on the map.
Purging GPS Data
Tasks and technician information in Field Service is constantly changing. Although
Field Service maintains GPS data history, to improve application performance, it is
recommended that you periodically purge accumulated GPS data.
You can schedule to run the Purge GPS Location Feeds program from the Concurrent
Manager. Alternatively, you can click on the Purge icon in the GPS setup pages to
remove GPS data for selected vendors, devices, and device assignees, one at a time.
Scheduling the Purge GPS Location Feeds Program
Oracle Field Service provides the Purge GPS Location Feeds concurrent program to
purge stored GPS history and improve application performance.
This program has the following parameters.
Territory - Select a territory to purge GPS data for all resources in the selected
territory.
Resource Type - Select a resource type to purge GPS data for all the resources of the
selected resource type.
Resource - If you selected a resource type, you can select a resource of this resource
type to limit the purge to that for the named resource.
Start Date - Enter a start date to purge GPS data across resources and territories
from the specified start date. If you do not specify an end date, the program
considers all GPS data from the start date till date.
End Date - Enter an end date to purge GPS data across resources and territories till
this date. If you do not specify a start date, the program considers all GPS data from
the time of creation till the specified end date.
Days into History - Enter the number of days back from the current day that
denotes the start date of the period for which the program must purge GPS data.
The end date of this period is the current date.
You can enter one or more parameters to limit the scope of the purge.
To view the status, details, and outputs of submitted requests, navigate to the Purge
Monitor link on GPS Setup. For more information, see Monitoring Submitted Purge
Jobs, page 6-72.
Monitoring Submitted Purge Jobs
Oracle Field Service provides this page to enable you to monitor the progress of the
concurrent jobs that you submitted. You can view these requests by request ID and
submission date. For information on parameter and notification details on these
submissions, click on the Details icon.
You can click on the Output icon to view the report for a completed concurrent request.
Spares Management Implementation Tasks 7-1
7
Spares Management Implementation Tasks
This chapter documents setup for Oracle Spares Management, External Repair
Execution, and Warehouse Replenishment Planning.
Setting Up Oracle Spares Management
Defining Forecast Rules
Setting Up a Forecast Rule
Selecting a Forecast Rule
Defining Calculation Rules
Defining Excess Rules
Defining Excess Reject Reasons
Creating Business Rules to Automate Warehouse Notifications
Defining Manual Override Reasons
Defining Task Parts
Defining Parts Priorities
Defining Delivery Times
Setting up Reschedule Rules
Setting Up Warehouse Replenishment Planning
Defining Excess and Defective Warehouses and Repair Suppliers
Defining Excess Warehouses and Assigning to the Warehouse Being Planned
Defining Defective Warehouse Organizations
Defining and Assigning Internal Repair Suppliers
Defining and Assigning Planned Order Release Automation Business Rules
Setting Up Other Warehouse Planning Parameters
Defining Planning Parameters to Create Min-Max levels for a Warehouse or
Technician
Setting Up Lead Times for Warehouse Replenishment Planning
Setting Up External Repair Execution
Setting Up Repair Parameters
Setting Profile Options for External Repair Execution
Setting Up Parts Search and Ordering Profile Options
Setting Up Oracle Spares Management
To set up the Oracle Spares Management module (Spares Management) in Oracle Field
Service, perform the steps listed in the following table:
Spares Management Setup Steps
1. Define Forecast Rules, page 7-3
Forecast rules are used to determine how the demand forecasts for service parts are calculated.
2. Define Calculation Rules, page 7-7
Calculation rules are used to determine which availability elements are to be included when
calculating the Actual Available quantity for the purpose of producing replenishment
notifications for the planner.
3. Define Excess Rules, page 7-9
Excess Rules can be used to filter out excess parts that have been recently received or that do
not have a significant impact on excess value.
4. Define Excess Reject Reasons, page 7-11
Excess reject reasons can be applied when an excess recommendation is rejected. The Reject
Reason activity can be used for analysis of the excess recovery process to determine why the
excess was not executed.
5. Define Manual Override Reasons, page 7-14
Manual override reasons can be applied when the planner overrides a Min-Max
recommendation. The Manual Override activity can be used to determine why the planner is
changing or not implementing the recommendations.
6. Define Task Parts, page 7-15
Define a list of parts that are typically required for a specific product and task template.
7. Define Parts Priorities, page 7-17
Part priorities are used in Field Service Advanced Scheduler to determine which parts, based
on priority, are to be used in assigning and scheduling technicians.
8. Define Delivery Times, page 7-18
Specify the delivery times for shipment methods that have been defined in Oracle Inventory.
Used by Scheduler to determine when a technician could be scheduled based on the delivery
time of the parts.
9. Set Up Warehouse Replenishment Planning, page 7-22
Define and assign excess and defective warehouses and internal repair suppliers. Define
warehouse planning parameters, set up reschedule rules, specify plan methods, and set up lead
times.
10. Set Up External Repair Execution, page 7-43.
Define and assign external repair suppliers. Set up Repair Parameters and Profile Options.
Defining Forecast Rules
Forecast rules are used to determine how forecasts are calculated. Forecasts are used in
Parts Loops, Min-Max Recommendations, and Warehouse Replenishment Planning.
See Setting Up a Forecast Rule, page 7-3 and Selecting a Forecast Rule, page 7-6.
Setting Up a Forecast Rule
The forecast rule is used to generate the usage forecast for total requirements and the
returns forecast for defectives in Warehouse Replenishment Planning (WRP). The
forecast rule is also used to generate forecasts for Min-Max recommendations for
warehouses or technicians and Parts Loops in the Planner's Desktop.
You create forecast rules using the Forecast Rules tab of the Business Rules window.
Forecast Parameters
This list details the parameters that are defined for forecast rules:
The Rule Name is the name of the forecast rule.
The Description field contains a description of the forecast rule.
The Period Size is expressed in days. If you want to set up a weekly period, for
example, you would enter 7.
The Forecast Periods field indicates the number of forecast periods.
The History Periods field indicates the number of historical periods to include in
the forecast calculation.
The Tracking Signal Cycle field is used to determine the number of history periods
used to calculate the Tracking Signal. Each cycle is equal to the number of history
periods.
The Tracking Signal is used to measure forecast error.
The Alpha field is used in the Exponential Smoothing and Trend Enhanced
methods. In exponential smoothing, alpha determines how much weight to apply
to the current period usage. In the Trend Enhanced method, alpha is used to
determine the constant for the trend line.
The Beta field is used in the Trend Enhanced method and is used to determine the
slope of the trend line.
The Weighted Average Period Index fields are used to specify weights for
individual periods. For example, you can assign higher weights to more recent
periods if that is desired. The total of the period values must equal 1 and each value
must be greater than zero and less than one.
Forecast Methods
Spares Management provides the following four forecast methods:
Simple Average is an average based on the number of history periods selected.
Weighted Average is based on the number of history periods, and the different
weights for each period.
Exponential Smoothing provides a simplified version of the weighted average. The
smoothing constant Alpha is used to define the weight given to the current history
period. (1 - Alpha) is used to determine the weight given to prior periods (other
than the most current). This method does not produce a positive or negative trend
forecast.
Trend Enhanced produces a trend forecast. Beta is a smoothing factor for the slope
of the trend and is used to define the weight given to the trend in the current
period. (1 - Beta) is used to determine the weight given to the previous trend. Alpha
is a smoothing factor for the constant and is used to define the weight given to the
current history period.
To Create a Forecast Rule:
1. Navigate to the Forecast Rules window, page A-1.
The Business Rules window appears displaying the Forecast Rules tab.
2. In the Forecast Rules window, enter a rule name in the Name field.
3. (Optional) Enter a description in the Description field.
4. Select a forecast method from the Forecast Method list of values.
The values are Simple Average, Weighted Average, Exponential Smoothing and
Trend Enhanced.
5. In the Period Size field, enter the number of days.
Example
For a period size of weekly, you would enter 7.
6. In the Forecast Periods field, enter the number of periods for the forecast.
7. In the History Periods field, enter the number of periods of history to use in
generating the forecast.
8. In the Tracking Signal Cycle field, enter the number of cycles to use when
calculating the Tracking Signal. Each cycle is equal to the number of history
periods.
9. If you are using the Exponential Smoothing or Trend Enhanced method, enter the
factor in the Alpha field.
This number is expressed as a decimal. Alpha would be greater than 0, and equal to
or less than 1.
Tip: In most cases, the alpha factor should be set in the range of 0.15
- 0.25.
10. If you are using the Trend Enhanced method, enter the factor in the Beta field.
This number is expressed as a decimal. Beta should be greater than 0, and equal to
or less than 1.
Tip: In most cases, the beta factor would be set in the range of 0.15 -
0.25.
11. In the Transactions Types fields, enter the transaction types from Inventory that are
used to create the transaction history used to generate the forecast.
12. Save your work.
Selecting a Forecast Rule
The Forecast rule is used to generate:
Usage forecast for total requirements in Warehouse Replenishment Planning.
Forecasts for use in Min-Max recommendations for warehouses or technicians and
Parts Loops.
WRP returns forecast for the defective warehouse.
You assign the forecast rule to a warehouse (organization) or a technician (sub
inventory) in the Planning Tree of the Planner's Desktop.
To select a Forecast Rule:
Steps:
1. Navigate to the Planner's Desktop, page A-1.
The Planner's Desktop appears displaying the Planning Parameters tab, and
Planning Parameters sub tab.
2. From the Tree in the Planner's Desktop, select a warehouse, technician, or node.
Note: The warehouse can either be the warehouse being planned or
the defective warehouse.
Note: If you select a node other than an organization (warehouse)
or sub inventory (technician), then the Forecast Rule (or other
parameters) default to lower level nodes underneath the node
where the Forecast Rule was selected.
3. In the Forecast Rule field of the Planning Parameters sub tab, select a Forecast Rule
from the list of values.
4. Save your work.
Defining Calculation Rules
Calculation rules are used to define the actual available quantity to produce
notifications in Parts Loops.
The calculation rule includes a tolerance percentage to be used in loop planning to
generate parts loop notifications. A notification is created whenever the parts quantity
is over or under the loop quantity by the percentage specified.
The calculation rule also includes a value called the Time Fence that represents the
number of days in the future to be used when considering the availability elements.
A calculation rule is required before setting up Parts Loops.
Example of a Calculation Rule
Suppose you want the planner to be notified when the loop quantity exceeds 110% of
the desired loop quantity. You also want to consider all orders due in the next twenty
days when calculating the available quantity that is compared to the desired loop
quantity. Here are suggested parameter settings of the calculation rule for this scenario:
The Rule Name is Twenty Days.
The Description is Include Availability Elements for 20 Days.
All Availability Elements are checked.
The Tolerance Percent is 10.
The Time Fence is 20.
Use this procedure to define calculation rules:
Steps:
1. Navigate to the Define Calculation Rule window, page A-1.
The Define Calculation Rule window appears.
2. Enter a rule name in the Name field.
4. Select the availability elements.
The choices are:
Usable on-hand
Defective on-hand
Purchase orders (use this only if Oracle Purchasing is installed)
Open WIP orders (use this only if Oracle Work in Process is installed)
Open Requisitions (use this only if Oracle Purchasing is installed)
Sales Orders (use this only if Oracle Order Management is installed)
Move Orders
Inter Organization transfers
In-transit Move Orders
5. Enter a Tolerance Percent.
This is used in loop planning to filter notifications that are within the tolerance
percent. For example, if a 10 is entered, a notification will be sent whenever the
quantity is plus or minus 10% of the desired quantity.
6. Enter the Time Fence, in days.
This is used in loop planning to filter incoming and outgoing orders scheduled
beyond a specified time period.
7. Save your work.
Defining Excess Rules
Excess rules are used to filter out excess parts that do not have a significant impact on
excess value. This enables the field technician or warehouse planner to focus excess
recovery on the few items that have a high value impact.
If you do not use excess rules, available quantities that are greater than the maximum
level in the Authorized Stock List (ASL) are considered to be excess and would then
appear in the Excess List window for return.
You assign excess rules to either the technician or the warehouse in the Planner's
Desktop.
Use the following procedure to create excess rules:
Steps:
1. Navigate to the Excess Rules window, page A-1.
The Excess Rules window appears.
2. Enter a unique name for the excess rule in the Excess Rule Name field.
3. Enter a Description for the excess rule.
4. Enter a value in the Total Max Excess field to represent a maximum allowable
percentage of the total Maximum value.
Example
For example, if you enter 10 in this field, then excess parts are considered for return
only if their total excess value is greater than 10% of the total Maximum value. If
this field is left blank, a zero is assumed and all excesses are considered.
This rule is designed to bypass the technician or warehouse for excess recovery
when the overall excess value is within acceptable limits.
5. Enter a value in the Line Max Excess field to represent a maximum allowable
percentage of the total excess quantity for a line.
Example
For example, suppose you enter a 10 in this field. If the maximum quantity is 20 and
the on-hand quantity is 21, this part would not appear on the excess list because the
excess quantity is less than 10% of the maximum quantity. If this field is left blank, a
zero is assumed and all excesses are considered.
This rule is designed to filter out excess parts that have relatively high Max levels
where the excess would be consumed fairly quickly.
6. Enter a value in the Days Since Receipt field to represent the number of days you
want to exclude when calculating the excess quantity.
This enables you to exclude recently received parts from the excess list. For
example, if you enter a 10 in this field, then all of the parts received within the last
ten days are ignored. If this field is left blank, a zero is assumed and all receipts are
included in the excess calculation.
Note: This rule would primarily apply to technicians and would
prevent parts received for a task from being declared as excess until
a reasonable period of time had passed.
7. You can enter a value in either the Total Excess Value field or the Top Excess Lines
field.
Enter a value in the Total Excess Value field to represent the percentage of total
excess value that you want to see on the excess list. For example, if you enter an 80
in this field, the excess list will display the excess lines that comprise the top 80% of
the total excess value.
Alternatively, you can enter a value in the Total Excess Lines field to represent the
number of lines that you want to see on the excess list. For example, if you enter 50
in this field, the excess list will contain the 50 highest value lines.
8. Select a value for Category Set if you want to exclude an item category from return,
such as supplies.
A category set is a feature in Inventory where you can define your own group of
categories.
If you enter a value for Category Set, the Category field is enabled.
9. Select a specific category in the Category field to exclude just this category.
A category is a code used in Inventory to group items with similar characteristics.
10. Save your work.
Note: You assign excess rules in the Planner's Desktop by selecting
the technician or warehouse from the Planning Tree, and then
selecting the Excess Rule from the list of values in the Planning
Parameters tab.
Defining Excess Reject Reasons
During the review of excess recommendations, a planner or technician might reject a
particular excess line recommendation. You can define excess reject reasons, which will
facilitate better analysis of the rejected excess recommendation activity.
The list of lookups available to your Field Service operation is user definable and can be
modified throughout the life cycle of the application.
Use this procedure to define excess reject reasons:
Steps:
1. Navigate to Excess Reject Reason Codes Lookup window, page A-1.
The Application Object Library: Excess Reject Reason Codes Lookup window
appears.
You cannot modify the lookup Type, Application, and Access Level fields in the
header region. You can add values in the table below those fields.
2. Enter a code in the Code field.
This code is for internal purposes only and is not visible in the Spares Management
application.
3. In the Meaning field, enter the name of the excess reject reason. This value will
appear in the list of values for Excess Reject Reasons.
Note: The Meaning should represent the excess reject reason. For
example, if the excess reason is because the parts are hazardous,
enter the word Hazardous in the Meaning field.
5. For an Excess Reject Reason, leave the Tag field blank.
6. (Optional) The current date appears by default in the Effective From Date field. You
can change the Effective From date, and can add an Effective To date.
7. Repeat steps 2 -7 for each additional Excess Reject Reason you want to create.
8. Save your work.
Note: To remove an obsolete excess reject reason Lookup, you can:
Disable the code by clearing the Enabled check box next to the
lookup value.
Enter an end date.
Change the meaning and description to match a replacement
code.
Creating Business Rules to Automate Warehouse Notifications
Warehouse notifications are used for warehouse replenishment. The functionality
which includes visibility to excess inventories and defectives for repair is found in the
Notifications tab of the Planner's Desktop.
Automating warehouse notifications is beneficial when planners have a large number of
warehouse notifications to execute and when the cycles need to be processed frequently
to insure timely replenishment. These rules are set up to automate notifications that
have a low notification value combined with a good forecast reliability. You can create
automation rules for these new-buy notification types:
Internal Order: This represents transfer orders between warehouses.
WIP Order: This is used when manufacturing is required.
Requisition: This is used when purchasing is required.
In each of the above cases, you can enter Excess Value, Repair Value, Notification
Value, and Min-Max Values for Tracking Signals.
Excess value: This is the value of excess inventory that can be used to satisfy the
notification.
Note: This should be set low so that automation would not occur
when a significant amount of excess is available to utilize.
Repair value: This is the value of defective inventory that, when repaired, can be
used to satisfied the notification.
Note: This should be also be set low so that automation would not
occur when a significant amount of defective inventory is available
for repair.
Notification value: This is the value of the notification recommendation.
Note: This should also be set low so that the planner can review the
notifications with larger values.
Tracking Signal Min: This measures the forecast error when actual usage on a
cumulative basis is running less than forecast.
Tracking Signal Max: This measures the forecast error when actual usage on a
cumulative basis is running more than forecast.
Note: You can set values for all or none of the parameters. But for the
automated process to be activated, ALL parameters that have been set
must be met.
For all parameters with the exception of the Tracking Signal Min, the automation is
triggered when the actual value is less than the parameter value. In the case of the
Tracking Signal Min, the automation is triggered when the actual value is greater than
the parameter value.
Note: You can set up multiple notification rules for a warehouse but
only one can be assigned at a time.
Use this procedure to set up automated notification rules:
Steps:
1. Navigate to the Notification Rules window, page A-1.
2. From the Business Rules window, select the Notification Rules tab.
3. Enter the Name of the rule.
5. For the Internal Order Line, enter an Excess Value parameter.
6. Enter a Repair Value parameter.
7. Enter a Notification Value parameter.
8. Enter Tracking Signal Min and Max parameters.
9. Repeat steps 5 - 8 for Requisition and WIP Order lines.
10. Save your work.
Defining Manual Override Reasons
You can define reasons that a planner may have for overriding the stock list
recommendations or for manually creating a Min-Max. When the planner overrides a
recommendation or manually enters a Min-Max, a reason, for future reference, can be
entered.
Use this procedure to define the manual override reasons:
Steps:
1. Navigate to the Manual Override Reason Lookups window, page A-1.
The Application Object Library: ASL Reason Code Lookups window appears.
You cannot modify the lookup Type, Application, and Access Level fields in the
header region. You can add values in the table below those fields.
2. Enter a code for the Override Reason.
This code is for internal purposes only and is not visible in the Spares Management
application.
3. In the Meaning field, enter the name of the Override Reason that you want to have
appear in the list of values for manual override reasons. Manual Override Reasons
appear in the Planner's Desktop and are used when an Authorized Stock List is
manually created.
Note: The Meaning should be word that makes sense in relation to
the manual override reason you are trying to represent.
4. (Optional) Enter a Description for the Override Reason.
5. When defining Override Reasons, leave the Tag field blank.
6. The current date appears by default in the Effective From date field.
(Optional) You can change the Effective From date, and enter an Effective To date.
7. Repeat steps 1-6 for each additional Override Reason that you are defining.
8. Save your work.
Note: To remove an obsolete Lookup you can:
Disable the code by clearing the Enabled check box next to the
lookup value.
Enter an end date.
Change the meaning and description to match a replacement
code.
Defining Task Parts
You can define a list of parts that are typically required for a specific product and task
template. This task parts definition provides an efficient method for creating a parts
requirement for a task. Task parts saves time because there is no need to manually enter
which parts are needed for tasks that are frequently executed. When using task parts,
you can override the predefined list of parts, if necessary.
You define Tasks Parts for combinations of products and task templates using the
Define Task Parts window.
Parts can be defined automatically by running the Create Task Parts History concurrent
program, which collects usage information from the Debrief process in Field Service
and populates the calculated fields based on the usage history associated with the
product and task template over the time period specified in the Forecast Rule.
The Manual region of the window enables the manual entry of items used on the
product and task template. The manual entries will always override the calculated
entries. The Roll up region summarizes the usage information for supersessions, if
applicable. The usage is rolled to the top part in the supersession chain.
Use this procedure to manually create Task Parts:
Prerequisites
Define a Task Template.
Define products and items.
Steps:
1. Navigate to the Define Tasks Parts window, page A-1.
2. Click the New button on the Find Product Task window.
The Define Task Parts window appears.
3. In the Product field, select a product from the list of values.
The product description appears on the right. The product represents the machine
on which the service task is performed.
4. Enter a Task Template name or select one from the list of values.
5. The Auto or Manual default value is Manual. The default value is set when you
save your work.
6. Skip the Times Used field. It will be populated with the number of times this task
template has been used for this product, after running the Create Task Parts History
concurrent program.
7. Skip the Task % field. It will be populated with a number representing the
percentage of times this task template was used for this product, after running the
Create Task Parts History concurrent program.
8. In the Define Parts section, choose the first part number in the Item field that you
want to associate with this task and product from the list of values.
The item default Unit of Measure appears in the UOM field.
9. Enter a revision number in the Rev field, if applicable for this part.
10. Enter the quantity of parts required.
11. Enter a value in the % (percentage) field to represent how likely this part is
expected to be used in this task template and product combination.
This percentage value is used to define the Priority.
Example
For example, if you expect this part to be used about 50% of the time when this task
is executed on the product, then enter 50 in this field.
12. (Optional) Enter the Start Date or End Date to enable or disable this parts task
definition on a specific day.
13. Repeat steps 8-12 for each additional part.
14. Save your work.
Defining Parts Priorities
Parts Priorities are used to assign a priority classification for each of the parts defined in
a Task Parts definition. The Parts Priority is based on a range of likelihood or
probability that a part will be used on a product and task based on the definition in the
Task Parts.
The Oracle Advanced Scheduler uses the priorities when assigning and scheduling
technicians to a task that requires parts.
Field Service provides two seeded priorities: All Parts and No Parts. These values, along
with those defined by the user, are available for scheduling purposes, either through
Advanced Scheduler functionality, or manually through the Advise button on the Field
Service Dispatch Center.
Use this procedure to define parts priorities:
Steps:
1. Navigate to the Parts Priorities window, page A-1.
2. Enter the Lower and Upper Range.
3. Enter a code for the Priority of the part.
This code can be alphanumeric, but it should be meaningful for an end user. For
example, if the priority is high, you can enter P1 as the priority designation. If it
were low, you an enter P4.
Example
For example, if you enter a Lower Range = 75, Upper Range = 100 and Priority = P1,
this means that a part with a likelihood of being used on a product and task in Task
Parts Requirement window between 75% and 100% of the time would be classified
as P1
4. In the Meaning field, enter a meaning for the Priority that will appear in the list of
values in Advanced Scheduler.
Note: The Meaning should be text that represents the part priority
you are defining. A high percentage priority range, for example,
should be reflected by a similar meaning, in other words, High
range = 100: Meaning = P1.
5. (Optional) Enter a description of the priority in the Description field.
Example
For example, for a Priority = P1, then the description could be Highest Priority.
6. Repeat steps 2-5 for each additional priority you want to create.
7. Save your work.
Note: The Parts Priority interacts with Task Parts to assign a
priority to each of the parts defined in a Task Parts definition. The
priority assignment is made based on the likelihood (percent) that a
part will be used as defined in Task Parts.
Example
For example, in Task Parts if the Percent for a part = 80%, then based on the
example noted in Step 2 the priority assignment would be P1.
The percent, or likelihood of being needed, can be manually or automatically
defined.
Defining Delivery Times
Spares Management provides a method for defining the specific delivery times for
shipment methods that are defined in Oracle Inventory.
Example
If your Shipment Method is next day delivery, in Delivery Times, the specific time, for
example, 10:30 AM can be defined for that Shipment Method. If the technician needs to
receive a part required for a task, Advanced Scheduler could not schedule the
technician to the task before the delivery time based on the Shipment Method.
A Comfort Zone can also be used to provide buffer time between the receipt of the part
and the schedule for the task. In the previous example, a Comfort Zone of two hours
would keep the task from being scheduled by Scheduler before 12:30 PM.
Use this procedure to define delivery times:
Prerequisites
Define Shipment methods in Oracle Inventory.
Define Freight Carriers in Oracle Inventory.
Steps:
1. Navigate to the Define Delivery Time window, page A-1.
The Define Delivery Time window appears.
2. From the Define Delivery Time window, execute a query for the organization you
want to update.
You can do this either by using the Find All menu option, or if you know the
organization you want to update, you can Query By Example.
The window displays the shipping methods and freight codes that have been
defined in Oracle Inventory for each inventory organization.
3. Enter a value in the Lead Time field for the number of time units this freight carrier
commits to make a delivery.
Example
For example, for an overnight delivery, enter a 1 in this field and then choose Day
in the UOM field.
4. In the UOM field, enter the unit of time that corresponds to the previous field, Lead
Time.
5. Enter the carrier's expected delivery time in the Delivery Time field.
This value is expressed in military time. For example, if you enter a 1, the window
displays 01:00, or one o'clock in the morning.
6. Enter any time value between 0100 and 2400 in the Cutoff Time field.
The Cutoff Time is the time for which the order must be entered to achieve the lead
time and delivery time. For example, if the order is entered by 16:00 hours, then the
part can be delivered by the next day (Lead Time = 1) by 10:30 (delivery time).
Otherwise, if the order is entered after 16:00 hours, then the cutoff is missed for that
method of shipment and the part would be delivered in two days where the
intransit time is set to 1 for the method of shipment.
7. The Time Zone field will default to the time zone associated with the organization
that you choose.
8. Enter a number of hours in the Comfort Zone field.
The Comfort Zone (Hours) is the time to allow between the expected delivery time
of the part and the schedule of the field technician when the receipt of a part is
required.
9. Save your work.
Setting up Reschedule Rules
The Reschedule In Rule defines gaps in the schedule where parts are on-order but the
projected on-hand balance is tracking too low ahead of the scheduled delivery. The
current order may need to be repositioned earlier in the schedule to eliminate gaps or
situations where the projected on-hand balance is potentially putting service at risk.
Reschedule Out defines schedule segments where parts are on-order and are due to
arrive well before they are needed causing the projected on-hand balance to track too
high. The current order may need to be repositioned later in the schedule to avoid an
inventory level that is higher than needed.
An exception condition exists when the projected balance is out of the range defined by
the reschedule rules. Reschedule Rules are used in Warehouse Replenishment Planning
(WRP) to capture reschedule recommendations for the planner.
Use this procedure to set up Reschedule Rules:
Steps:
1. Navigate to the Reschedule Rules window, page A-1.
The Business Rules window opens to the Forecast Rules tab.
2. Select the Reschedule Rules tab.
3. Enter the Reschedule Rule Name, and optionally, a Description.
4. In the Reschedule In region, select the On Hand Balance Type for the Reschedule In
Rule to monitor.
The Current Balance option projects the on-hand balance period by period using
Requirements, Current On-hand, and Current On-order. The Planned Balance
option includes Planned Orders and the Repairable Returns forecast.
Normally, the rescheduling would be based on the Current Balance.
5. Enter the Start Day and End Day to define the period applicable for the Reschedule
In Rule to monitor.
6. Select the On Hand Balance Less Than condition for Reschedule In.
7. Enter the Number of Periods. This specifies the number of occurrences that the
Projected On Hand Balance falls below the On Hand Balance condition (within the
range of days defined by the Start Day and the End Day) to qualify for Reschedule
In.
Example
For example, if the On Hand Balance Less Than condition is Safety Stock, the Start
Day is 1, the End Day is 30, and the Number of Periods value is set to 2. If the On
Hand Balance falls below the Safety Stock on two or more occasions during the next
thirty days, then the Reschedule In rule creates a recommendation.
8. In the Reschedule Out region, select the On Hand Balance Type for the Reschedule
Out Rule to monitor.
9. Enter the Start Day and End Day to define the range of days for the Reschedule Out
Rule to monitor.
10. Select the On Hand Balance Value for the Reschedule Out exception condition.
The On-hand Balance Value defines the value that the projected balance must
exceed the upper limit by to qualify as a Reschedule-Out.
11. Enter the EDQ (Economic Delivery Quantity) Multiple used to define the
reschedule upper limit.
The EDQ Multiple along with the Reorder Point (ROP) is used to define the Upper
Limit. The Upper Limit is equal to the ROP plus the EDQ Multiple times the EDQ.
12. Enter the Number of Periods. This specifies the number of periods the On Hand
Balance must track above the On Hand Balance value parameter (within the range
of days defined by the Start Day and the End Day) to qualify for Reschedule Out.
Example
For example, the On Hand Balance value is 1000, the Start Day is 15, the End Day is
45, and the Number of Periods value is set to 3. If the On Hand Balance exceeds the
Upper Limit by 1000 USD on at least three consecutive periods during the
thirty-day period that starts 15 days from now, then the Reschedule Out rule creates
an exception message.
13. Save your work.
Note: The Reschedule Rules are assigned to the warehouse being
planned in the Warehouse Parameters tab.
See Setting Up Other Warehouse Planning Parameters, page 7-36.
Setting Up Warehouse Replenishment Planning
Planners use Warehouse Replenishment Planning (WRP) to plan warehouse inventories
and to execute replenishment in the field service supply chain. WRP is specifically
designed to incorporate the unique features and functionality needed to manage the
inventory at a warehouse in field service.
To set up Oracle Spares Management Warehouse Replenishment Planning complete the
following steps:
Prerequisites
Set up the warehouse being planned as an inventory organization.
Set up the excess warehouses as inventory organizations.
Set up the defective warehouses as inventory organizations.
Steps:
1. Set up Forecast Rules and assign them to the warehouse being planned. See
Setting Up a Forecast Rule, page 7-3.
Selecting a Forecast Rule, page 7-6.
2. Define Excess and Defective Warehouses and assign them to the warehouse being
planned. See
Defining Excess Warehouses and Assigning Them to the Warehouse Being
Planned, page 7-23.
Defining Defective Warehouse Organizations, page 7-26.
3. Define Repair Suppliers and Assign to the warehouse. See Defining and Assigning
Internal Repair Suppliers, page 7-30.
4. Set up Reschedule Rules and assign them to warehouses. See Setting Up Reschedule
Rules, page 7-19.
5. (Optional) Define Order Automation rules and assign them to a warehouse. See
Defining and Assigning Planned Order Release Automation Business Rules, page 7-
33.
6. Set up Other Warehouse Planning Parameters for the warehouse. See Setting Up
Other Warehouse Planning Parameters, page 7-36.
7. Set up Lead Times for excess, repair, and new-buy. See Setting Up Lead Times,
page 7-39.
8. Set up External Repair Execution, if required. See Setting Up External Repair
Execution, page 7-43.
Defining Excess and Defective Warehouses and Repair Suppliers
When planning the field service warehouse other warehouses need to be defined for the
utilization of excess and defective inventory. Repair suppliers also need to be defined
that are to be used in the repair and replenishment of parts for the primary warehouse
being planned.
All warehouses: primary, excess, and defective need to be set up as inventory
organizations. Repair Suppliers also need to be set up as inventory organizations and
repair suppliers in Purchasing.
Defining Excess Warehouses and Assigning to the Warehouse Being
Planned
When planning the field warehouse there might be other warehouses whose excess
needs to be incorporated into the planning of that warehouse. You define the specific
excess warehouses using Sourcing Rules and then link them to the warehouse being
planned in WRP in Assignment Sets. Excess, for the purpose of planning at the primary
warehouse, is defined as available inventory in excess of the Maximum level.
Excess warehouses are used in the Warehouse Replenishment Planning module. They
are also used in the basic replenishment functionality found in the Notifications tab of
the Planner's Desktop.
This section covers creating the Sourcing Rule and Assignment Set and linking the
Assignment Set to the warehouse that is being planned in WRP.
Use this procedure to set up excess warehouses for usable excess parts:
Prerequisites
Set up the warehouse that is being planned as an inventory organization.
Set up the excess warehouses as inventory organizations.
To Create A Sourcing Rule:
1. Navigate to the Sourcing Rule window, page A-1.
The Sourcing Rule window appears.
Note: You would create the Sourcing Rule for the organization
representing the warehouse that is being planned.
2. Enter a Sourcing Rule name.
4. In the Shipping Organization region enter Transfer From as the Type. Enter the
organization representing the excess warehouse where excess inventory will be
utilized in the Org field.
See Defining Sourcing Rules, in the Oracle Purchasing User's Guide
5. Save your work.
In this example organizations S1 and M2 have been defined in the Sourcing Rule as
excess warehouses that will be used in the replenishment planning for another
warehouse.
To Create an Assignment Set and Assign the Sourcing Rule to the Primary
Warehouse Being Planned:
1. Navigate to the Sourcing Rule / Bill of Distribution Assignments window, page A-
1.
The Sourcing Rule / Bill of Distribution Assignments window appears.
The Assignment Set is the link between the Sourcing Rule that defines the excess
warehouses and the warehouse being planned.
2. Enter the Assignment Set name and Description.
3. Enter Organization in the Assigned To field from the list of values.
4. Enter the organization (warehouse being planned) in the Organization field.
5. Enter Sourcing Rule in the Type field and the name of the Sourcing Rule in the
Sourcing Rule/BOD field.
See Assigning Sourcing Rules and Bills of Distribution, Oracle Purchasing User's
Guide.
The Planner's Desktop window appears displaying the Planning Parameters tab,
and Planning Parameters sub tab.
7. In the Spares Planning tree of the Planner's Desktop select the warehouse being
planned.
8. Select the Warehouse Parameters sub tab within the Planning Parameters tab of the
Planning window.
The Warehouse Parameters sub tab appears.
9. Enter the Assignment Set for the excess warehouses in the Assignment Usable field
of the Warehouse Parameters tab.
10. Save your work.
In this example through the use of Sourcing Rules and Assignment Sets two
organizations, S1 and M2, have been designated as warehouses where excess will
be utilized in the planning and replenishment of organization Dallas
Manufacturing.
In WRP this enables the excess warehouses defined in the Sourcing Rule to be
incorporated into the warehouse planning.
In the Notifications tab of the Planner's Desktop this also enables excess inventories
from the excess warehouses defined in the Sourcing Rule to be visible in the
warehouse replenishment notification.
Defining Defective Warehouse Organizations
When planning the field service warehouse there might be other warehouses whose
defective inventory needs to be incorporated into the planning of that warehouse. The
defective inventory would be repaired and used for the replenishment of inventory in
the warehouse being planned. You define the specific defective warehouses using
Sourcing Rules and then link them to the warehouse being planned in Assignment Sets.
Assignment Set to the warehouse being planned.
Defective warehouses are used in the Warehouse Replenishment Planning module.
They are also used in the replenishment functionality found in the Notifications tab of
the Planner's Desktop.
Note: Defective inventory for the purpose of planning at the primary
warehouse is defined as all available inventory.
Use this procedure to set up warehouses for defective parts and then assign them to the
warehouse being planned:
Prerequisites
Set up the defective warehouses as inventory organizations.
To Create a Sourcing Rule:
representing the warehouse that is being planned.
2. Enter a Sourcing Rule name.
organization representing the defective warehouse where defective inventory will
be utilized in the Org field.
See Defining Sourcing Rules, Oracle Purchasing User's Guide
In this example organizations DWH and M6 have been defined in the Sourcing Rule
as defective parts warehouses that will be used in the replenishment planning for
the warehouse.
To Create an Assignment Set and Assign the Sourcing Rule to the Primary
Warehouse Being Planned:
1.
The Sourcing Rule / Bill of Distribution Assignments window appears.
The Assignment Set is the link between the Sourcing Rule that defines the defective
warehouses and the warehouse being planned.
2. Enter the Sourcing Rule name in the Assignment Set field.
4. Enter Organization in the Assigned To field from the list of values.
5. Enter the organization (warehouse being planned) in the Organization field.
6. Enter Sourcing Rule in the Type field and the name of the Sourcing Rule in the
Sourcing Rule/BOD field.
Guide.
8. In the Spares Planning tree of the Planner's Desktop, select the warehouse being
planned.
Planning window.
10. Enter the Assignment Set for the defective warehouses in the Assignment Defective
field of the Warehouse Parameters tab.
11. Save your work.
In this example through the use of Sourcing Rules and Assignment Sets two
organizations, DWH and M6, have been designated as warehouses where defective
parts will be utilized in the planning and replenishment of organization M3.
In WRP this enables the defective warehouses defined in the Sourcing Rule to be
In the Notifications tab of the Planner's Desktop this also enables excess inventories
from the defective warehouses defined in the Sourcing Rule to be visible in the
warehouse replenishment notification.
Defining and Assigning Internal Repair Suppliers
Repair Suppliers in the field service supply chain can be both internal and external. For
internal repair suppliers that are using Oracle Depot Repair there is integration with
WRP and the Notifications tab in the Planner's Desktop. That integration consists of
automated execution that creates two internal orders: one into the repair depot, and one
out of the depot to the warehouse being planned, and the Repair Order in Depot Repair.
You define the internal repair suppliers using Sourcing Rules and then link them to the
warehouse being planned in Assignment Sets.
Assignment Set to the warehouse being planned.
Use this procedure to set up internal depot repair suppliers:
Prerequisites
Set up the internal repair supplier as an inventory organization.
To Create a Sourcing Rule:
representing the warehouse being planned.
2. Enter a Sourcing Rule Name.
organization representing the internal repair depot where defective inventory will
be repaired and used as replenishment in the Org field.
See Defining Sourcing Rules, in the Oracle Purchasing User's Guide
In this example organization M1 has been defined in the Sourcing Rule as an
internal repair supplier that will be used in the replenishment planning for the
warehouse M3.
To Create an Assignment Set and Assign the Sourcing Rule:
1.
The Assignment Set is the link between the Sourcing Rule that defines the internal
repair suppliers and the warehouse being planned.
Note: You can use the same Assignment Set for other Sourcing
rules that define sourcing for external repair. For information on
external repair, see Setting Up External Repair Execution, page 7-
43.
In this example the Sourcing Rule has been assigned to the organization M3 and
also specifically to the item FS18947 at M3.
Guide.
3. In the Planner's Desktop, select the warehouse being planned in the Planning Tree.
4. Click the Warehouse Parameters sub tab within the Planning Parameters tab of the
Planning window.
5. Enter the Assignment Set for the repair sourcing in the Depot Repair Suppliers field
of the Warehouse Parameters tab.
6. Save your work.
In this example organization M1 has been defined in the Sourcing Rule as an
internal repair supplier that will be used to repair defective parts in the
replenishment planning for the warehouse M3.
In WRP this enables the Repair Suppliers defined in the Sourcing Rule to be
In the Notifications tab of the Planner's Desktop this also enables execution
automation for internal repair suppliers.
Defining and Assigning Planned Order Release Automation Business
Rules
Planned Order Release Automation business rules are used by Warehouse
Replenishment Planning in Spares Management to automate the creation of actual
orders from planned orders without user intervention.
Warehouses in the Field Service supply chain are in a constant need of replenishment.
Large numbers of planned orders from the planning system are often required in the
replenishment process. Planned Order Release Automation business rules enable
planners to automate the more routine planned orders giving them more time to focus
on the exceptions.
The Create Warehouse Replenishment Data concurrent program uses the Order
Automation business rules defined for each supply type to create the actual orders from
the planned orders.
The Order Automation business rules should be used to automate the lower value
planned orders that have a good forecast. The business rule parameters are based on
planned order value and the tracking signal that measures forecast error.
To understand more details of the automation process, see Overview: Planned Order
Release Automation, Oracle Spares Management User Guide
Order Automation Business Rule Parameters
For each Order Automation business rule, parameters for each supply type (excess,
repair, and new-buy) can be defined. All applicable parameters must be met for the
planned order to be automated. For example, if the value limit was met but the tracking
signal or lead time parameter was not met, then the planned order will not be
automated by the system.
This table describes the different parameters:
Parameter Description
Value Limits Dollar value of a planned order.
If the actual value of the planned order is less
than the Value Limit, then the planned order
will be a candidate for automation based on
that parameter.
Define this parameter by internal and external
for each supply type.
(Actual value = Planned Order Quantity x Cost)
Parts with zero cost will be excluded from
automation.
Tracking Signal Measure of forecast error for the part being
planned. If the actual tracking signal fell
within the minimum and maximum
parameters, then the planned order would be
a candidate for automation based on that
parameter.
Lead Time The Need date of a planned order falls inside
of the lead time or outside of the lead time.
Using the lead time parameter, the planner
could select for automation only those orders
inside of lead time or outside of lead time or
both.
To Set Up Order Automation Business Rules:
Use this procedure to set up Order Automation business rules:
1. Navigate to the Order Automation Rules window, page A-1.
The Business Rules window appears displaying the Forecast Rules tab.
2. Select the Order Automation Rules tab.
The Business Rules window appears displaying the Order Automation Rules tab.
3. Enter a rule name in the Name field.
5. (Optional) Enter the Internal and External Value Limit for the Repair and New-Buy
supply types, and the Value Limit for the Excess supply type.
Excess External Value Limit is not applicable.
The Value Limit must be a whole positive number and can be up to 12 characters
long.
6. (Optional) Enter the Minimum and Maximum Tracking Signal values for the
Excess, Repair, and New-Buy supply types.
The Minimum Tracking Signal value must be a negative number and can be up to 8
characters long.
The Maximum Tracking Signal value must be a positive number and can be up to 8
characters long.
7. (Optional) Select the lead time parameter for the Excess, Repair, and New-Buy
supply types. Values are Inside, Outside, or Inside and Outside.
8. Save your work.
To Assign an Order Automation Business Rule to a Warehouse Being
Planned:
After the Order Automation business rule has been created, it can be assigned to a
warehouse that will be planned in Warehouse Replenishment Planning. When the
Create Warehouse Replenishment Data concurrent program is run it will use the
business rule to create the actual orders from the planned orders.
Use this procedure to assign an Order Automation business rule to a warehouse:
2. In the Spares Planning tree select the warehouse being planned.
Planning window.
4. Select the order automation business rule in the Order Automation Rule field.
5. Save your work.
Setting Up Other Warehouse Planning Parameters
Other warehouse planning parameters include Economic Delivery Quantity (EDQ)
Factor and Service Level parameters by supply type. Planning parameters by supply
type enable the planner to adjust the planning result depending on the supply type
being used: excess, repair, or new-buy. Other parameters also include parameters for
defining Excess On-order: EDQ Multiple and Minimum Value.
The planning parameters covered in this section act as Warehouse Replenishment
Planning (WRP) defaults. In the WRP window, the planner can set unique parameters
at the part and warehouse level if necessary.
To set up the Reschedule Rule, see Setting Up Reschedule Rules, page 7-19.
See also, Specifying Planning Parameters for a Warehouse Organization, Oracle Spares
Management User Guide.
Use this procedure to set up other warehouse planning parameters:
Steps:
The Planner's Desktop window appears.
2. From the Spares Planning Tree, select the warehouse organization.
The adjacent Planning Parameters and Warehouse Parameters windows provide
details of the planning tree node (warehouse) that you selected.
3. Select the Warehouse Parameters sub tab.
The Warehouse Parameters tab displays fields for the EDQ Multiple and Minimum
Value for excess on order. Also included are Service Level, and EDQ Factor by
Supply Type.
EDQ Multiple: This value is used to define the Excess Limit in the excess
on-order recommendation in WRP and the Notifications Tab in the Planner's
Desktop. The Excess On-Order Limit is equal to the Reorder Point (ROP) plus
the EDQ Multiple times the EDQ.
Minimum Value: Excess on-order recommendations are created when on-hand
plus on-order quantities exceed the excess on-order limit, and the value of the
excess on-order is in excess of the Minimum Value which is expressed in the
currency value.
The Minimum Value is used in WRP and the Notifications tab of the Planner's
Desktop.
Service Level by Supply Type: Expressed as a percentage, the service level is
used along with the EDQ to calculate the safety stock quantity. The service level
defines on a planned basis the desired percent of demand filled when needed.
Service Level by supply type is only used in WRP.
EDQ Factor by Supply Type: This factor is used in calculating the EDQ. The
EDQ Factor combines both ordering costs and carrying costs in the EDQ
calculation to determine the delivery quantity.
EDQ Factor by supply type is only used in WRP.
EDQ varies directly with the EDQ Factor. Increasing the EDQ Factor produces a
larger calculated EDQ and vice versa.
4. To change any of these values, enter a different number in the appropriate field for
the supply type.
5. Save your work.
Defining Planning Parameters to Create Min-Max levels for a Warehouse or
Technician
Service Level, Economic Delivery Quantity (EDQ) Factor, Forecast Method, and
Forecast Rules are required to create Min-Max level recommendations for the technician
or warehouse in the Planner's Desktop. A recommendation rule is optional, but can be
used to identify and automate the more routine Min-Max recommendations.
Use this procedure to specify planning parameters for a warehouse or technician:
Steps:
The Planner's Desktop window appears.
2. Select a technician (sub-inventory) or warehouse (organization) from the Spares
Planning Tree and select the Planning Method sub tab.
3. Select a Planning Method.
Personal Usage: For a technician, this is the activity history based on the Forecast
Rule for the sub-inventory assigned to the technician. For a warehouse, this is the
activity history based on the Forecast Rule rolled up from the technicians sourced to
the warehouse and the activity at the warehouse. The activity history and Forecast
Rule will be used to create a forecast that is used to create the Min-Max levels.
Territory Norm: Used for a new or transferred technician. The activity forecast is
based on a consolidation of the activity for all technicians tiering into a node in the
Planning Tree. Territory Norm is not used to plan warehouses.
Product Norm: Based on product populations and failure rates defined in the
Failure Rates tab. Product Norm is used for new product introductions or to plan
for a product population change.
Personal Usage and Product Norm: A combination method with weighting factors
to determine the blend from each method.
Personal Usage and Territory Norm: A combination method with weighting factors
to determine the blend from each method.
4. Select the Planning Parameters sub tab and enter Forecast Rule, Recommendation
Rule, Service Level, and EDQ Factor.
See Setting Up Other Warehouse Planning Parameters, page 7-
36 for an understanding of Service Level and EDQ.
See Defining Forecast Rules, page 7-3 for a better
understanding of forecasting.
5. Save your work.
Setting Up Lead Times for Warehouse Replenishment Planning
Lead Time is the period of time between recognizing that an order needs to be created
and receiving the order at the warehouse being replenished. Warehouse Replenishment
Planning (WRP) uses different lead times to plan each of the three supply types: Excess,
Repair, and New-Buy.
Excess Lead Time
You define lead times for the Excess supply type using the Intransit Time column for
the Shipment Methods listed in the Inter-Org Shipping Network window.
To Define Excess Lead Time:
1. Navigate to the Shipping Networks window, page A-1.
The Shipping Network is defined by the organization representing the Excess
Warehouse as the Ship From and the organization representing the warehouse being
planned as the Ship To.
2. Select a row for an Organization from-to combination.
3. Navigate to the Inter-Org Shipping Networks window, page A-1.
The Inter-Org Shipping Networks window appears.
4. Enter the Intransit Time (lead time) expressed in days for the Shipping Method.
Note: Make sure one of the Shipping Methods is designated as the
default. WRP uses the lead time from the default Shipping Method
to define the lead time for Excess planning.
In this example the lead time from the excess warehouse or M2 to the warehouse
being replenished or M3 is 14 days.
New Buy Lead Time
You define the lead times for the New-Buy supply type for the item and organization in
the Lead Times tab of the Organization Item window, page A-1.
The new-buy lead time, expressed in days, is equal to the sum of pre-processing,
processing, and post-processing or 35 days in the example shown above.
Repair Lead Time
The lead times for the Repair supply type are divided into three legs. These legs are:
Leg 1: In-transit time for defective parts from the defective warehouse to the depot
repair supplier.
Leg 2: The period of time from the receipt of defective parts at the depot repair
supplier to the shipment from the depot repair supplier.
Leg 3: In-transit time for repaired parts from the depot repair supplier to the Field
Service warehouse being replenished.
You define Leg 1 and Leg 3 lead times in the Intransit Time column for the Shipment
Method row on the Inter-Org Shipping Network window, page A-1.
This process is identical to defining the Excess Lead Time. See Defining Excess Lead
Time, page 7-39.
Note: Make sure you designate one of the Shipping Methods as the
default. WRP uses the lead time from the default Shipping Method.
You define Leg 2 lead times for the item and organization in the Repair Lead-time field
within the Repair region of the MPS/MRP Planning tab of the Organization Item
window, page A-1. The Organization is the Repair Supplier organization.
Setting Up External Repair Execution
Repair suppliers in the field service supply chain can be both internal and external.
External Repair Execution (ERE) is integrated into Warehouse Replenishment Planning
(WRP) and provides automated functionality to execute repair at an external repair
supplier and replenish the field service warehouse with repaired parts based on need.
You define the specific external repair suppliers using Sourcing Rules and then link
them to the warehouse being planned in WRP in Assignment Sets.
Assignment Set to the warehouse being planned in WRP.
Repair Suppliers and Inventory Organizations
In External Repair Execution each repair supplier needs to be modeled as an inventory
organization in Inventory and a Supplier in Purchasing. The supplier is assigned to the
organization in Oracle Inventory.
To set up inventory organizations and assign the supplier to the organization, see the
Inventory Structure chapter in the Oracle Inventory User's Guide.
To set up suppliers in purchasing, see the Supply Base Management chapter in the
Oracle Purchasing User's Guide.
Sourcing Rules and Assignment Sets
Create a Sourcing Rule for organizations where external repair suppliers will be used
for the replenishment of the warehouse being planned.
Navigate to the Sourcing Rule window, page A-1 for the organization used for the
warehouse being planned by WRP.
See Defining Sourcing Rules, Oracle Purchasing User's Guide.
Note: Use the same Assignment Set used for Sourcing Rules that define
sourcing for internal repair.
See Defining and Assigning Internal Repair Suppliers, page 7-30.
Defective Warehouses
When planning the field service warehouse there may be other warehouses whose
defective inventory needs to be incorporated into the planning of that warehouse. The
specific defective warehouses are defined using Sourcing Rules and linked to the
warehouse in Assignment Sets. Defective inventory for the purpose of planning at the
primary warehouse is defined as all available inventory.
See Defining and Assigning Excess and Defective Warehouses and Repair Suppliers,
page 7-23.
Shipping Networks and Shipping Methods
External Repair Execution (ERE) utilizes both shipping networks and shipping
methods.
Shipping Networks
ERE requires that a shipping network be defined for the defective warehouse to the
repair supplier. This shipping network is a prerequisite to processing an internal order
between the two organizations.
Another shipping network is required between the repair supplier and the field service
warehouse being replenished in WRP. This shipping network along with the method of
shipment is used to create the in-transit lead time from the repair supplier to the
warehouse.
Navigation: Inventory > Setup > Organizations > Shipping Networks
See Defining Inter-Organization Shipping Networks, Oracle Inventory User's Guide.
Shipping Methods
ERE requires that at least one shipping method is defined for the defective warehouse
to the repair supplier. When more than one method is defined, ERE will use the default
to determine the in-transit time to the repair supplier from the defective warehouse.
Another shipping method is required between the repair supplier and the field service
warehouse being replenished. When more than one method is defined ERE will use the
default to determine the in-transit time to the repair supplier from the defective
warehouse.
Navigation: Inventory > Setup > Organizations > Shipping Networks > (M) Tools >
Shipping Method
See Defining Shipping Methods, Oracle Inventory User's Guide.
Repair Parameters
Repair parameters for a particular item appear on the MPS/MRP Planning tab of the
Inventory Organization Item window. The parameters define the repair program name,
the repair yield percentage, the repair lead time in days, and indicate whether an
inventory of defective parts is pre-positioned at the repair supplier to reduce in-transit
time.
See Setting Up Repair Parameters, page 7-47.
Profiles
The values set in the CSP: Repair Supplier Organization's Defective Subinventory
profile option and the CSP: Repair Supplier Organization's Usable Subinventory profile
option define the names used for those subinventories.
See Setting Profile Options for External Repair Execution, page 7-49.
See also the Profile Options Appendix in the Oracle Field Service Implementation Guide.
Setting Up Repair Parameters
Use this procedure to set up repair parameters for the inventory item:
Prerequisites
Set up the item in Inventory for the repair part.
Steps:
1. Navigate to the Organization Item window, page A-1.
The Organizations window appears.
2. In the Organizations window, select the repair supplier organization. Click OK.
The Find Organization Items <Org> window appears.
3. Select the item in the Find Organization Items window.
The Organization Item <Org> window appears.
4. Select the MPS/MRP Planning tab.
The MPS/MRP Planning tab appears. Scroll down to the Repair region.
5. In the Repair region:
Select the Repair Program from the list of values.
The repair program will appear on the repair purchase requisition. The repair
program will determine the process used to execute the repair activity at the
repair supplier.
Example
For example: Repair and Return, Exchange, or Advance Exchange.
Enter the Repair Yield. This is the average percentage of defectives sent to the
repair supplier that can actually be repaired.
Specify the Repair Lead Time, in days.
This lead time represents the internal processing time at the repair supplier.
This lead time, along with the in-transit time to the repair supplier and the
in-transit time from the repair supplier determines the total repair lead time for
planning purposes. Repair lead time is used to determine the release date for
the planned repair order.
For information on setting up repair lead times, see Setting Up Lead Times for
Warehouse Replenishment Planning, page 7-39.
Optionally, select the Preposition Point check box to indicate whether the
defective parts will be pre-positioned in inventory at the repair supplier.
6. Save your work.
Setting Profile Options for External Repair Execution
External Repair Execution requires the set up of two sub-inventories for each external
repair supplier organization. The sub-inventories are used for automation of
transactions at the repair supplier. The first sub-inventory is used to receive defective
parts at the external repair supplier from the defective warehouse. The second
sub-inventory is used to receive the repaired parts after the WIP order has been
completed.
See also the Profile Options Appendix in the Oracle Field Service Implementation Guide.
Use this procedure to set up site profile options for External Repair Execution:
Steps:
The Find System Profile Values window appears.
2. In the Profile field enter CSP:%. Click Find.
The System Profile Values window appears displaying the CSP: profile options in
alphabetical order.
3. Scroll to the CSP: Repair Supplier Organization's Defective Subinventory profile
option. In the Site column, enter the name for the defective sub-inventory at the
repair supplier organization.
4. At the CSP: Repair Supplier Organization's Usable Subinventory profile option, in
the Site column, enter the name for the usable sub-inventory.
5. Save your work.
Setting Up Parts Search and Ordering Profile Options
To use Parts Search and Ordering, set the following profile options in Spares
Management:
CSP: Part Sourcing Method
CSP: Part Sourcing Method for Scheduler
Setting Up Oracle Advanced Scheduler 8-1
8
Setting Up Oracle Advanced Scheduler
This chapter documents tasks for implementing Oracle Advanced Scheduler.
Oracle Advanced Scheduler Implementation Task Sequence
Setting up Additional Scheduler Features
Oracle Advanced Scheduler Implementation Task Sequence
This section describes the implementation tasks in the recommended order. Please refer
to the following implementation tasks for details:
Advanced Scheduler Implementation Task Sequence
1. Confirm Implementation of Field Service, page 8-1
2. Confirming Setup of Spares Management, page 8-3
3. Confirming Setup and Loading Spatial Data, page 8-3
4. Advanced Scheduler Setup Tasks , page 8-3
Confirming Implementation of Field Service
Before implementing Oracle Advanced Scheduler, install, implement, and set up the
Oracle Field Service core application. See Field Service Implementation Task Summary,
page 6-1.
Note: All Oracle Applications required for Field Service are also
required to run Oracle Advanced Scheduler.
Ensure that the following implementation steps have been reviewed and completed as
necessary:
Confirming set up of Territories
Confirming set up of Calendar
Setting Up Field Service
Set up field service technicians and dispatchers.
Generate Field Service Trips
For more information on E-Business suite implementation tasks, see Summary of
E-Business Suite Implementation Tasks., page 5-1
Set the following Scheduler parameters to determine default values for the scheduling
scenarios.
Parameters for Oracle Advanced Scheduler
Parameter Name Description
Spares Mandatory Default likelihood value of spare parts availability used for
automatic scheduling.
Spares Source Using the parameter value, the Scheduler searches for
spare parts for the task in the technicians' trunk stock or
the manned stock locations available in the supply chain or
in both the locations.
Default Travel Duration (in
minutes)
Used as the default travel time between two tasks when
Default Time Distance Server is being used or when one or
both of the addresses is invalid or could not be resolved
against the spatial data set being used through the
Location Finder.
Default Travel Distance (in kms) Used as the default travel distance between two tasks
when the Default Time Distance Server is being used or
when one or both of the addresses is invalid or could not
be resolved against the spatial data set being used through
the Location Finder.
Confirming Setup of Spares Management
If the Oracle Spares Management module is enabled, Oracle Advanced Scheduler can
take resource spare parts availability into account when scheduling a task. The
information from Spares Management is expressed in both time and cost.
Availability conditions defined in Spares Management represent the urgency for a part
to be available to resolve the task, based on the likelihood that part is used to resolve a
task.
In Spares Management, a relation between the problem definition of a task, and the
parts that are likely to be used to resolve the task, is established. For each of these parts,
Spares Management calculates which are used the most. Then the parts used most are
mapped to a high likelihood percentage to resolve the task.
For scheduling, you must indicate the availability condition by setting up the Spares
Mandatory parameter.
For more information, see the Setting Up Spares Management section of the Oracle Field
Service Implementation Guide.
Confirming Setup and Loading Spatial Data
Spatial data is used for map display in the Field Service Dispatch Center module, and
for Oracle Advanced Scheduler functionality, such as finding address locations and
route calculation.
Spatial data is required if you implement street-level routing travel time and distance
optimization. If you choose not to use street-level routing, you can still gain benefits
from other Advanced Scheduler features by setting default values for the time and
distance profile options. See Using Default Values for Travel Time and Distance
Calculations, page 8-38 and Field Service Profile Options, page B-1 in the Profile
Options Appendix of the Oracle Field Service Implementation Guide.
You can upload spatial data from any source as long as the data is correctly formatted
and uploaded into the Advanced Scheduler schema. Oracle Advanced Scheduler is
certified with spatial data provided by NAVTEQ. Customers have the option to
purchase the spatial data provided by NAVTEQ. NAVTEQ supplies spatial data
covering the entire North America and the United Kingdom standardized in the Oracle
suggested format to be used with Oracle applications.
Before setting up Oracle Advanced Scheduler, you must install and fully implement
several Oracle applications and components. See the Oracle Field Service Implementation
Guide
Oracle Advanced Scheduler application setup includes these steps:
1. Activating Oracle Advanced Scheduler, page 8-4
Set the profile option to enable Oracle Advanced Scheduler functionality
2. Configuring Scheduler Rules, page 8-4
Use the Scheduler Rules Configuration dashboard to set up scheduler rules that
include router configurations, and scheduler, cost, and window to promise (WTP)
parameters, to help efficiently schedule tasks for technicians.
Note: When considering third party resources, Scheduler only
considers resource availability, planned dates, and if spares
availability is mandatory for the task, then spares availability.
Scheduler ignores all other scheduler parameters such as task
duration vis-a-vis shift timings, resource capability, trip availability
and optimization, resource preference other than that for third
party resources, overtime, router mode, commute time, plan scope,
access hours and cost.
3. Setting Up the Time Distance Server (TDS), page 8-33
The Time Distance Server provides three methods to calculate travel time and
distance to task locations.
4. Setting Up the Autonomous Scheduler, page 8-41
Start the Autonomous Scheduler concurrent program to activate automatic
scheduling.
Activating Oracle Advanced Scheduler
Use this procedure to enable Oracle Advanced Scheduler functionality:
The Find System Profile Values window appears.
2. Enter CSF% in the Profile field. Click Find.
CSF profile options appear in alphabetical order.
3. Scroll to the CSF: Scheduler Active profile option. Select Yes from the list of values.
4. Save your work.
Configuring Scheduler Rules
Oracle Advanced Scheduler uses scheduler rules in place of profile values and cost
factors to schedule the tasks of the field service technicians. You must set up the
scheduler rules prior to scheduling tasks for the technicians. A scheduler rule is a single
configuration document containing all configurations including scheduler parameters,
cost parameters, window to promise (WTP) parameters, and router configurations.
Oracle Advanced Scheduler generates the schedule plan options and cost values for a
task based on the scheduler, router, and cost parameters defined in the applicable rules.
Note: For existing Advanced Scheduler customers, the application runs
a migration script to convert the FND profiles into scheduler rules. For
every existing level in the application that has atleast one of the
scheduler profiles (now termed parameters) set, the migration script
will create a scheduler rule.
Use the Scheduler Rules Configuration dashboard to create scheduler rules in a single
user interface. While creating scheduler rules, you can configure scheduler parameters
at the following levels:
Site
Application
Responsibility
User
In addition to the above levels, some parameters are enabled at the following levels for
setting up the values at much granular level. Only parameters that can be logically
defined at these levels are enabled:
Territory
Technician
Additionally, you have the flexibility to configure the scheduler parameters with the
combination of these levels. Technician level parameter has a higher precedence to
territory level (and follows the precedence hierarchy of user, responsibility, application
and site, in that order).
Using the Scheduler Rules Dashboard
Use the dashboard as the launch pad for the entire Scheduler Configuration portal and
navigate to other aspects of configuration. When you navigate to the dashboard, it
displays the rules applicable to you. The applicable rules are:
All rules created with the Application that is applicable to you.
All rules created with the Responsibilities assigned to you.
All rules created with your logged in User name.
All rules created on the territories selected or assigned to you.
All rules created on the resources selected or assigned to the territories selected or
assigned to you.
All rules that you created.
Using the dashboard, you can:
View all the rules applicable to you and navigate to other aspects of the scheduler
configuration process.
Search for rules.
Create and update rules.
View the rules hierarchy.
Merge and analyze rules.
View similar rules.
Export and import rule definitions.
Viewing Rules
To view the configuration details of a rule in a single page, click the applicable rule
name. The Scheduler Rule Configurator page displays the entire configuration with
details under different tabs.
Searching Rules
Use the Scheduler Rules Search page to search for rules created in the application. You
can search on the following criteria names:
Rule
Application
Responsibility
User
Territory
Resource
Additionally, you can select the Include Site Rule check box to retrieve the Site level
rules as the site level rules do not have any qualifiers attached to them. You can search
for rules based on the existence of parameters.
Creating Rules
Use the Scheduler Rule Configurator page to create new scheduling rules. Note: You
cannot create rules at site level, as a predefined Site rule is available with all the default
site level values defined in the application.
To create a rule, complete the following steps:
1. 1. Enter the rule name and description.
2. 2. Optionally, select a base rule while creating a new rule.
Note: When a rule Y is created on top of rule X such that Y contains
the entire definition of rule X also, then rule X is called as the base
rule of rule Y. Base rules are very effective in establishing the
parent child hierarchy.
Oracle Advanced Scheduler uses the base rule in certain process
flows when a base rule is inevitable based on the eligibility levels
given for the new rule. In those cases, if the relevant base rule does
not exist in the system, they are created automatically by the
application and these base rules are called System Generated rules.
Additionally, you can copy the parameters from an existing rule using the Copy
functionality provided within the Similar Rules section.
3. Specify the eligibility level for the rule.
Note: You can specify a single eligibility level or a combination of
multiple eligibility levels. The Scheduler Rules Configurator page
enables the parameters applicable for the specified level or
combination of levels. If you specify multiple eligibility levels, then
the Scheduler uses the parameters from the rule with the highest
eligibility criteria. The eligibility levels are placed in the following
order: Technician > Territory > User >Responsibility > Application >
Site. For example, if you have selected the technician and territory
level, then the Scheduler uses the parameters from the technician
level.
4. Enter values for the enabled parameters.
5. Click Finish.
Options on the Scheduler Rule Configurator page
Option Description
Rule Name field Must be alpha numeric.
Description field Must be alpha numeric.
Base Rule field All rules existing in the system. Based on the
selected eligibility type criteria, the base rule
field would be either enabled or disabled.
Application field All application names present in the system.
Responsibility field All responsibility names present in the system.
User field All FND user names present in the system.
Territory field All territories present under 'service' usage.
Resource Type field Employee Resource, Group Resource, Partner
Resource, Party Resource, Supplier Contact,
Other Resource, Team Resource, To be Hired
Resource Name field If territory is selected, then the field displays
all resource names present in the selected
territory. If territory is not selected, then the
field displays all resource names present in
the system.
Enabled check box If selected, then it enables the specified
eligibility levels for a rule.
Similar Rules region Displays all the rules that could be useful to
be compared against the current rule. When
no eligibility level is given, the Similar Rules
section will display all the rules
corresponding to the current logged in
Application / Responsibility / User. Based on
the Eligibility Criteria selected data in the
Similar Rules section gets refreshed.
Option Description
Copy icon Copies the existing rule parameters to the
to-be-created rule. The base rule of the
to-be-created rule would be the selected rule
to copy.
Cancel button This action aborts the creation/update of the
rule and returns to the previous page.
Finish button Finish button involves completing the rule
creation. It also propagates the parameter
values to all the child rules down the
hierarchy, provided the parameter is not
overridden in the child rule.
Finish and Propagate Forcefully button Finish and Propagate Forcefully is same as the
Finish button except for the fact that the
parameter values are propagated to child
rules even if the child rule has overridden the
parameter value.
Updating Rules
To update the configuration details of a rule, complete the following steps:
1. Search for the rule using the Search page.
2. Click the applicable rule. The Scheduler Rule Configurator page displays the rule
details.
3. Click Update on the Scheduler Rule Configurator page. The Scheduler Rules
Configurator page displays the parameters for updates.
Note: Parameters are open for update based on the selected rule's
eligibility criteria.
4. Update the parameter values and click Finish.
Alternatively, you can update a Rule from the Dashboard by clicking on the Update
icon.
Viewing Rules Hierarchy
Use the Scheduler Rules Hierarchy View page to view all the rules created in the
application in a hierarchical manner.
Merging and Analyzing Rules
Oracle Advanced Scheduler enables you to define few parameters while creating rules
at territory and technician levels. When you define a rule at territory or technician level,
all required parameters are not available in the selected rule. The Scheduler merges the
current level rule with previous level rules in order to make the configuration complete
for use by the Scheduler engine. The Scheduler identifies the plan options for a task
after the configuration is complete.
Use the Rules Analyzer link on the Scheduler Rules Dashboard to visualize the
complete set of Scheduler / Cost / Router Parameters when the Scheduler engine
operates on the rule after merging a particular level rule with the previous level rules.
The Rules Analyzer functionality enables you to view the merged rule and from which
rule the parameter came when the rule was merged.
You can simulate the application of a rule on a task and view the plan options for a task.
Additionally, you can merge and analyze rules having different eligibility levels.
To simulate the application of a rule on a task, complete the following steps:
1. Click the Rules Analyzer link on the dashboard. The Scheduler Rules Scheduler
Simulation page opens. Optionally, you can use the Scheduler Simulation link in
the Available Analyzers region of the Scheduler pages to access the Scheduler Rules
Scheduler Simulation page.
2. Enter a task number.
3. Optionally, enter application, responsibility, and user details in the Choose Context
region.
4. Click Run Simulation.
The Scheduler applies the user level rule to get the qualified resources and then
uses the resource to determine what resource level rules should be used. The
Scheduler Rules Scheduler Simulation page displays the task derails, the rules
applicable, and the resources considered for scheduling (after identifying them
using the territories setup).
Note: The page initially displays the rule for the current session
namely the current Application, Responsibility and User triplet.
You can change the session values in addition to restricting to
territory or technician to see the merged rule.
To merge and analyze rules having different eligibility levels, complete the following
steps:
1. Click the Merge Analyzer link in the Available Analyzers region. The Scheduler
Rules Merge Analyzer page opens.
Note: The page initially displays the rule for the current session
namely the current Application, Responsibility and User triplet.
You can change the session values in addition to restricting to
territory or technician to see the merged rule.
2. Select the applicable options in the Choose Context region to get the merged rule
for any eligibility level.
3. Click Run Simulation.
Viewing Similar Rules
The Similar Rules contextual region displays all the rules that are similar to the
currently selected rule in the results table of the Search page. For example, if you click
on a Responsibility Level rule, then the Similar Rules section renders all the rules that
are of other Responsibilities so that the user can quickly look at what other
responsibility level rules exists in the system. Suppose you click on a Territory Level
Rule, the Similar Rules region will render all the Rules where the Territory name is one
of the eligibility criteria. As the Scheduler Rule Configurator page does not have any
eligibility level specified initially, the Similar Rules section displays all the rules
corresponding to the current logged in Application, Responsibility, and User.
Exporting and Importing Rule Definitions
Oracle Advanced Scheduler enables you to export and import rule definitions using the
Export All Selected rules only, Export selected rule and its immediate children, or
Export selected rule's entire hierarchy buttons available on the Scheduler Rules pages.
You can import rule definitions using the Import Rules feature from the Wed ADI's
Excel interface.
Scheduler Parameters
The following parameters are available:
Autonomous Scheduler Default Query
This parameter defines the query that must be used to select the tasks for the
Autonomous Scheduler. Default query for the Autonomous Scheduler program.
Values Default Value Where Used Supported Levels
Query Name Auto Scheduling Autonomous
Scheduler concurrent
program
S/A/R/U
Auto Reject Status - Others
Default status tasks are set to when they can't be scheduled by the Autonomous
Scheduler program. If Autonomous Scheduler cannot schedule a task, it will derive the
status from this parameter and assign it to the task.
Task Statuses AutoReject Autonomous
program
S/A/R/U
Auto Reject Status - Spares Unavailability
When Autonomous Scheduler rejects a task due to parts unavailability, it updates the
task status to the status value present in this parameter value.
All valid task statuses Auto Reject Scheduler S/A/R/U
Calculation Type
Set the calculation type of the Time Distance Server (TDS): Fastest, Shortest, Cost Based.
Used during street level routing. Not used in point-to-point estimates.
Fastest, Shortest, Cost
Based
Fastest Scheduler/TD Server S/Territory
Commutes Position in Shift
When scheduling a task, the scheduler will decide whether the travel time to the first or
from the last task in the trip is included in the shift or out side the shift. If you want to
include a technician's travel time to and from a customer site in the shift, then you must
set this parameter to 'Yes'. If you want to include only a certain amount of travel time
within the shift duration, then you can set the parameter to 'Partial'
Yes, No, Partial Yes Scheduler S/A/R/U/Territory
Consider Standby Shifts
This parameter provides flexibility to the service providers to configure the behavior of
the Advanced Scheduler logic while scheduling tasks.
Never/Always/Day
by Day/Regular and
then Stand By
Regular and then
Stand By
Scheduler S/A/U/R/Territory
Consider Toll Roads with Penalty
This parameter decides whether TDS should consider a penalty for toll roads. TDS
considers toll roads or highways with a penalty during route calculation and it gives
higher priority to the route, which does not have toll roads or highways.
Yes and No Yes Scheduler/TD Server S/Territory
Default Travel Distance (in kms)
Used as the default travel distance between two tasks when the Default Time Distance
Server is being used or when one or both of the addresses is invalid or could not be
resolved against the spatial data set being used through the Location Finder.
Number 25 Scheduler S/A/R/U/Territory
Default Travel Duration (in minutes)
Used as the default travel time between two tasks when Default Time Distance Server is
being used or when one or both of the addresses is invalid or could not be resolved
against the spatial data set being used through the Location Finder.
Number 30 Scheduler S/A/R/U/Territory
Distribute Last Child Effort
If the parameter is set to 'Yes', the last task effort will be added to the previous child
task, if the last task effort is smaller than the Maximum Overtime (in minutes)
parameter. Used to decide how to handle the last child task if it is small and less than
the overtime.
Yes and No Yes Scheduler S/A/R/U
Effort for determining Tasks longer than Shift (in minutes)
The effort to determine whether a task is longer than a shift or shorter than a shift
(regular task). Used to identify the task to be broken into child tasks for scheduling.
Number (minutes) 480 Scheduler S/A/R/U
Enforce Planned Dates
This profile enables or disables the enforcement of planned window constraints to
derive plan options by Scheduler.
Begin Within Plan
Window, End Within
Plan Window, None
None Scheduler S/A/R/U/Territory
Extra Travel Time (in minutes)
Set the travel time, in minutes, added to all calculated travel times by the TDS. For
example, time for parking, walking, and so on. This value is not applied when using the
default travel time.
Number (minutes) 10 Scheduler S/A/R/U/Territory
First Average Speed
Set the value for average speed used in the first part of the travel distance set by the first
boundary for Location TDS. Used to calculate the travel time for the first location.
Number
(Kilometers/Hour)
30 Used in Travel Time
calculations by the
Scheduler
S/Territory
First Boundary
This boundary defines the maximum travel distance for which the first average speed
value is used. Used with the First Average Speed parameter to calculate travel time for
the first portion of the travel distance.
Number (Kilometers) 7.6 Used in Travel Time
calculations by the
Scheduler
S/Territory
Force Optimizer to Group
If you set this parameter value to Yes, the Advanced Schedulers Autonomous Scheduler
and Optimization Across Trips programs will prefer grouping of tasks and will
override the cost model, so that these tasks can be scheduled to a single technician. If
the parameter value is set to No, the cost model dictated by the cost parameters will
prevail.
For more information on the optimization across trips functionality, see Optimizing
Technician Schedules Across Trips., Oracle Advanced Scheduler User Guide
Yes or No No
Scheduling
Optimization
Across Trips
functionality
S/A/R/U
Functional Delay Class 0 Factor
The calculated travel time on roads with functional class: 0 is multiplied with the
functional class 0 delay factor. Used to adjust the speeds of all segments with this
classification.
1 1 Advanced Scheduler S/Territory
classification.
classification.
classification.
classification.
Include Cost to commute Home for Empty Trip
This profile decides if Scheduler needs to compute the cost of travel back home while
scheduling the first task in a resource trip.
Yes and No Yes Scheduler S/A/R/U/Territory
Maximum Calculation Time (in ms)
The maximum number of milliseconds Oracle Advanced Scheduler is allowed to
calculate schedule advice. Scheduler will restrict the calculation time to this value for
schedule advice.
Number
(milliseconds)
30000 Scheduling S/A/R/U
Maximum no. of Plan Options
The maximum number of plan options returned for regular tasks. Lowest cost options
are always returned.
Advanced Scheduler uses this parameter to determine the number of plan options that
will display in the Schedule Tasks window accessed from the Field Service Dispatch
Center or the Schedule Task page accessed from the Field Service Technician
Dashboard.
Number 50 Scheduling S/A/R/U
Maximum Overtime (in minutes)
The maximum number of minutes a resource can be scheduled for working overtime.
Beyond this time, Advanced Scheduler will not add tasks to the respective resources
trip schedule.
Number (minutes) 120 Scheduling S/A/R/U/Territory/Te
chnician
Max Distance to skip Actuals (in kms)
Scheduler skips computing the actual travel time between two locations if the travel
distance is greater than the parameter value entered. Scheduler then returns the
estimated travel time between the two locations.
Number 500 Scheduler/TD Server S/A/R/U/Territory
Maximum no. of Resources
The maximum number of resources considered for creating plan options. Resources that
are closest to the task are always considered.
Number 10 Scheduling S/A/R/U
Minimum Child Task Duration (in minutes)
The minimum effort for the first child task. When splitting a long task into smaller child
tasks, this is used as a threshold for the first child task.
Number (minutes) 240 Scheduler S/A/R/U
Max Distance in a Group (in kms)
This parameter value dictates the upper limit for the travel distance between two tasks,
in order for the Optimizer to consider grouping of these tasks. This will enable the
Autonomous Scheduler or Optimization Across Trips programs to group as many
eligible tasks (dictated by the travel distance between tasks) as possible in the formed
group and schedule this group of tasks to a single technician, if possible.
Any integer number 5
Scheduling
Optimization
Across Trips
functionality
S/A/R/U
Optimizer Minimum Success Percentage
The Optimization Across Trips concurrent program commits the processed transactions
only at the end of its operation upon successful processing. Using this parameter, you
will define the criteria for the successful run of the optimization process. The Optimize
Across Trips program decides whether to commit or abort its operation by the value set
for this profile option. If the percentage of tasks optimized (based on the number of
tasks submitted for optimization) is greater than or equal to the profile value the
optimizer will commit the operation. Otherwise, it will abort as soon as the threshold
(set by the profile value) is exceeded.
Any percentage 75 Optimization Across
Trips program
S/A/R/U
Personal Commute Time (in minutes)
The Scheduler deducts this time value from the required travel time to commute from
departure location to the first task and from the last task to arrival location within a trip,
only if the Commutes Position in Shift parameter is set to Partial.
Number 0 Scheduler S/A/R/U/Territory/Te
chnician
Plan Scope (in days)
Default number of days in the schedule planning horizon. When the Scheduler cannot
find an option, it will add this value to the current date or planned end date in an
attempt to find scheduling options.
Number (days) 5 Scheduling S/A/R/U
Prefer Contract Resources
If set to 'YES' contracts based preferred resources are taken into account by
auto-schedule and the Autonomous Scheduler program. This parameter has the same
function as the Contracts check box in the Schedule Task window - Preferences tab
when using Intelligent mode.
Note: Make sure that either 'Yes' or 'No' is used.
Yes and No No Autonomous
program
S/A/R/U
Prefer IB Resources
If set to 'YES' installed base resources are taken into account by auto-schedule and the
Autonomous Scheduler. This profile has the same function as the Installed Base check
box in the Schedule Task window - Preferences tab when using Intelligent mode.
program
S/A/R/U
Prefer Skilled Resources
If set to 'YES' skill based resources are taken into account by auto schedule and the
Autonomous Scheduler program. This parameter has the same function as the Skills
check box in the Schedule Task window - Preferences tab when using Intelligent mode.
program
S/A/R/U
Prefer Territory Resources
If set to 'YES' territory based resources are taken into account by auto schedule and the
Autonomous Scheduler program. This parameter has the same function as the
Territories check box in the Schedule Task window - Preferences tab when using
Intelligent mode.
Yes and No Yes Autonomous
program
S/A/R/U
Resource Preference
This parameter enables you to choose to ignore third party organizations when
scheduling, prefer third party organizations, or prefer internal resources.
Ignore Third
Party
Organizations
Prefer Third
Party
Organizations
Prefer Internal
Resources
Ignore Third Party
Organizations
When scheduling
tasks using Scheduler
S/A/R/U/ Territory
level
If the value is left to the default value, the Scheduler only considers internal Resources
and Resource Groups. If the value is set to Prefer Third Party Organizations, the
Scheduler first considers third party resources and only if it cannot find any third party
scheduling option, only then does it consider internal resources. If the value is set to
Prefer Internal Resources, Scheduler first considers these resources and only if it cannot
find any internal resource to schedule the task to, does it then consider other third party
resources.
Router Mode
This parameter enables Route Calculation alternatives. Each mode represents a different
way of using the TDS types for the scheduling actions. Values include: Route, Estimate,
Only Route, Only Estimate, or Off.
Off: Scheduler uses the default travel time for all task scheduling.
Estimate: Point-to-point communication (as the crow flies).
Only Estimate: Scheduler uses point-to-point distance to calculate travel time, all of
the time, even for scheduling.
Route: Point-to-point (as the crow flies) for plan options.
Only Route: Scheduler uses street level routing to calculate travel time, all of the
time.
Off, Estimate, Only
Estimate, Route, and
Only Route
Off Scheduler S/A/R/U/Territory
Second Average Speed
This average speed is used for the second travel distance interval, defined by the first
and second boundaries for Location TDS. Used to calculate the travel time for the
second segment.
Number
(Kilometers/Hour)
calculations by
Scheduler
S/Territory
Second Boundary
This boundary defines before which travel distance the second average speed is used,
and after which the third average speed is used. Used with the Second Average Speed
parameter for Location TDS, to calculate travel time for the second portion of the travel
distance.
Number (Kilometers) 25.3 Used in Travel Time
calculations by
Scheduler
S/Territory
Spares Mandatory
If set to 'Yes', then the Autonomous Scheduler considers the plan options of only
technicians with availability of all the required parts to perform the task, Advanced
Scheduler considers the plan options for the technicians, even if they do not have all the
required parts to perform the task, if the profile is set to 'No'.
Yes/No No Scheduler S/A/R/U
Spares Source
Using the parameter value, the Scheduler searches for spare parts for the task in the
technicians' trunk stock or the manned stock locations available in the supply chain or
in both the locations.
Technician Trunk
Stock /Warehouses
/Trunk and
Warehouses
Technician Trunk
Stock
Scheduler S/A/R/U
Third Average Speed
Set the average speed value used for the third travel distance interval, defined as the
travel distance after the second boundary for Location TDS. Used to calculate the travel
time for the third segment.
Number
(Kilometers/Hour)
calculations by
Scheduler
S/Territory
Use Default Values for Invalid Addresses
Determines whether to use Default Travel Time and Distance when the route cannot be
calculated because of Invalid Address. Used to determine whether to schedule a task
with an invalid address, by using the default travel time and distance.
During the Optimization Across Trips process, if a task has been submitted for
optimization but it has an invalid address and the Autonomous Scheduler is not able to
geo-code the geometry, then the task will be auto rejected. This will occur if the Use
Default Values for Invalid Addresses parameter is set to No. Otherwise, the task will be
processed successfully.
Plus, if one of the technicians trips included for optimization has an invalid address
then that technicians trip is ignored and other technicians trips are considered for
optimization.
Yes and No Yes
Scheduler
Optimization
Across Trips
functionality
S/A/R/U/Territory
WTP Threshold
This sets the threshold value for your Window-to-Promise functionality. Scheduler
stops evaluating options for a Window to Promise window after one is found with costs
within this threshold. When set to 0 or null, the threshold is not used.
Number 0 Scheduler: WTP
mode
S/A/R/U
Setting up Additional Scheduler Features
Additional scheduler features include the creation of parent and child tasks when
scheduling tasks that are longer than standard shifts, catering to customer requirements
for confirmation, access hours, and after hours, and factoring in traveling costs.
Note that for tasks scheduled to third party resources, third party administrators handle
customer confirmation requirements and access hours and after hours constraints.
Setting Up Tasks Longer Than a Standard Shift
This feature provides the ability to handle complex tasks that require technicians to
work for multiple work days. This situation is common for planned work tasks such as
field inspections and preventive maintenance. Advanced Scheduler splits the original,
or "parent" task into multiple "child" tasks each with duration of one shift, or less.
Advanced Scheduler then identifies a single technician with available contiguous time
slots, having the necessary skills, and possessing the required spare parts, and
schedules all child tasks pertaining to the one parent, to this technician.
Use the Scheduler rules Dashboard to set up Advanced Scheduler parameters to work
with tasks longer than one shift. See: Configuring Scheduler Rules , page 8-4
Set the following scheduler parameters:
Effort for determining Tasks longer than Shift (in minutes)
The value set here, in minutes, determines whether a given task has a duration that
is longer than a shift or is processed as a regular task having a duration that is
shorter than a shift. The default value is 480 (minutes).
It is recommended that you set this value to be equal to or
greater than the standard shift duration.
Any Field Service task with effort greater than or equal to this
value will be identified by the Advanced Scheduler as a
candidate to split into parent and child tasks.
Any task with effort less than this set profile value will not be
considered to split into child tasks.
Minimum Child Task Duration (in minutes)
The value set here, in minutes, determines the minimum duration scheduled for the
first child task of a parent task. The default value is 240 (minutes).
This profile avoids selecting a first child task with a small or
insignificant effort.
It is recommended that you set this value to be equal to or less
than the standard shift duration.
Any Field Service task identified by the Advanced Scheduler as
a candidate to split into parent and child tasks, will be split in
such a way that the first child task option selected will have an
effort equal to or greater than this profile value.
Any plan option with effort less than this profile value will not
be considered for the first child task.
Maximum Overtime (in minutes)
The value set here, in minutes, determines the maximum time a resource can be
scheduled for working overtime. Beyond this amount of time, Advanced Scheduler
will not add tasks to the respective resource's trip schedule. The default is 120
(minutes).
Distribute Last Child Effort
You can set this parameter to avoid another day of travel when the last child task
has a short duration. If this parameter is set to Yes, and if the last child task effort is
smaller than or equal to the value set in the Maximum Overtime (in minutes)
parameter, then the effort for the last child task is added to all the prior child tasks.
In effect, the technician works overtime instead of extending the work to the next
day. The default value is Yes.
If the value is set as Yes, Scheduler attempts to distribute the
effort of the last task amongst the other child tasks, duly
considering the overtime and other cost factors related to
overtime hours.
For Example:
- Standard Work Shift is 8 Hours with 1 hour of overtime
allowed.
- Task is of 24 hours 30 minutes or 1470 minutes
This (Parent) task will be split by the scheduler into the
following children tasks:
- Child Task#1: 480 Minutes (8 Hours)
- Child Task#4: 30 Minutes
As overtime is allowed for 1 hour, the scheduler will try to
eliminate Child Task#4 by distributing the effort of Child
Task#4 (30 Minutes) amongst the other child tasks going
backwards. The scheduler offers the following option:
- Child Task#1: 490 Mins (8 Hours 10 Minutes)
This option avoids one visit to the customer site, including
travel time and related costs, to perform the remaining task of
30 Minutes.
It improves customer satisfaction and is beneficial to the service
organization as well.
While distributing the effort of the last child task, the scheduler
considers all other costs derived from the cost factor setups.
Note: You can set the scheduler parameters in any sequence.
Setting Up Access Hours and After Hours Constraints
Some customers restrict access to their site to times when work on a task would not
intrude on their normal business operations. To facilitate this scenario, Oracle Field
Service enables you to define periods when a technician can arrive and accomplish the
task. When access hours are identified, Oracle Advanced Scheduler automatically
considers this constraint when it is identifying schedule options except when
scheduling to available third party resources.
Alternatively, you can indicate that a task needs to be scheduled after hours. The After
Hours constraint is treated as 'Special Instructions for field visit' and is entered as free
format text. When the After Hours requirement is invoked, the task must be scheduled
interactively. Dispatchers can view and schedule After Hours tasks by making a query
in the task list that identifies those tasks carrying the After Hours attribute.
Note: When scheduling to available third party resources, dispatchers
can ignore after hours and access hours constraints. These are handled
by third party administrators when rescheduling tasks assigned to their
third party organization and territory.
For a specific task:
From the Dispatch Center, you can define an Access Hours requirement for a specific
task, and then honor that requirement while scheduling the task to a technician.
Definition of Access Hours requirements and After Hours constraints for a specific task
are mutually exclusive. If After Hours constraints are entered after defining Access
Hours requirements, the After Hours constraints go into effect. The defined Access
Hours remain visible, but are disabled. Advanced Scheduler does not automatically
schedule tasks with After Hours requirements. Such tasks are made available for the
Dispatcher to schedule interactively.
Use this procedure to create access hours and after hours for a particular task.
Setting up Access Hours
1. Navigate to the Access Hours window, page A-1 from the Dispatch Center.
The Access Hours window appears. Task details for the selected task appear. Boxes
appear in rows representing each day of the week. There are four boxes in each
row. This enables you to define up to two access hour time slots per day.
2. To create Access Hours, click the Active Access Hours check box.
This disables the After Hours check box. The two actions are mutually exclusive.
3. Fill in the access hours that are available for scheduling service tasks. For example,
Monday 17:00-21:00.
Note: Hours must be entered in military time.
4. Save your work.
Setting up After Hours
1. To define After Hours requirements, select the After Hours check box.
This disables the Access Hours check box.
2. In the text box to the right of the check box, enter instructions regarding the after
hours scheduling that you want the dispatcher to consider.
3. Save your work.
Note: Although you can change Access Hours, for planned and
scheduled tasks including tasks in Working status, you cannot remove
Access Hours once the task status changes to Working or Completed.
If you change the access hours for a scheduled task, you must
reschedule the task for the updates to take effect. For information on
rescheduling tasks, see Overview: Rescheduling Tasks in the Oracle
Field Service User Guide.
For a customer, customer site, or site location:
You can set up access hours or after hours for a customer, site, location, or a
combination of these. The constraint applies when a task address matches the constraint
definition.
Use this procedure to set up access hours or after hours for a customer, site, location, or
combination of these:
1. Navigate to the Update Access Hours page, page A-1.
2. Complete the Customer, Site, and Location fields in the header area to specify
where the constraint applies. You can set up access hours or after hours
requirements for a customer, customer site, customer location, or customer site
location.
Setting Up Access Hours
1. Click the Access Hours radio button.
Note: Setting up access hours and after hours requirements for the
same destination are mutually exclusive.
In the Access Hours region, boxes appear in rows representing each day of the
week. There are four boxes in each row. This enables you to define up to two access
hour time slots per day.
2. Fill in the access hours that are available for scheduling service tasks. For example,
Monday 17:00-21:00.
Hours must be entered in military time.
3. Save your work.
Setting Up After Hours
1. Click the After Hours radio button.
2. Enter instructions regarding the after hours scheduling that you want the
dispatcher to consider in the Definition text box.
3. Save your work.
Marking a Task to Indicate Customer Confirmation Requirement
You can define the confirmation requirement constraint for a task by using the Dispatch
Center user interface. The customer confirmation requirement can also be set up for
preventive maintenance programs and activities in the Service Contract application, See
the Oracle Service Contracts User Guide, or while creating a service request and task in the
TeleService application, see the Oracle TeleService User Guide.
Use this procedure to set up a confirmation requirement from the Dispatch Center:
1. From the Dispatch Center, navigate to the Customer Confirmation window, page
A-1.
The Customer Confirmation window appears. Details for the selected task appear.
2. In the Customer Confirmation region, click the Confirmation Required button.
The confirmation requirement is recorded.
3. Close the Customer Confirmation window to return to the Dispatch Center.
The field next to the Customer Confirmation label is set to Required. The Set to
Received button is enabled only if the task is scheduled or it is yet to be committed
to a technician.
4. To record the receipt of a customer confirmation, the Dispatcher clicks the Set to
Received button.
The label on the button changes. The dispatcher can now proceed with interactively
committing the task to a technician.
Note: When scheduling tasks to third party resources, the
dispatcher can commit the task without waiting on the receipt of
required customer confirmation. The responsible third party
administrator can later record the receipt of customer confirmation
in the Third Party Portal and manually reschedule the task, if
required.
Setting Up Advanced Scheduler and Time and Distance Calculations
When a task is to be scheduled to any available technician, Advanced Scheduler will
take into consideration the current location of the technician and the location of the
incident/site where the task has to be performed. Customers can use fixed values for
travel times and travel distances between tasks or load geo-spatial data into the field
service schema. Oracle Advanced Scheduler has already been certified with the
geo-spatial dataset provided by NAVTEQ.
Advanced Scheduler is shipped with various Spatial Components among which the
following two Spatial Components are used for Scheduling purposes (if the geo-spatial
data is used for the calculation of travel times and distances). They are:
Geocoder: Geocoding of an address into longitudes and latitudes.
Router: Travel Distance Calculation between two addresses.
Advanced Scheduler is equipped with Spatial functions that can determine either the
actual distance or the estimated distance from the current location of the technician to
the location where the next task to be performed. Advanced Scheduler uses the Time
Distance Server component of Oracle Advanced Scheduler and also road network data
(spatial data provided by NAVTEQ) to determine the required distance.
Advanced Scheduler supports three types of routers. The choice of router depends on
the customers requirements and spatial data availability to enable the correct router.
The Time Distance Server (TDS) is used to calculate travel time and distance in between
two tasks. You can use the Time Distance Server to calculate the travel time and
distance in the three methods documented in the following three procedures.
Calculating the Actual Travel Time and Distance, page 8-36 from geo-spatial data
(street level routing).
Calculating the Estimated Travel Time and Distance (Point-to-Point or As the Crow
Flies), page 8-36 .
Using Default Values for Travel Time and Distance Calculation, page 8-38.
Setting Up Advanced Scheduler to Use Time Distance Calculations
The Router Mode parameter enables users to choose which router to be used during the
scheduling operation. These values behave differently while scheduling interactively
using various assistance levels in the Schedule Task user interface or when batch
scheduling using Autonomous Scheduler or Auto-Schedule functionality in the
Dispatch Center. Routers are:
Off
Route
Estimate
Only Route
Only Estimate
Understanding Time Distance Scheduling Modes
TDS Mode: Route
Scheduling Mode or
Operation
Travel Calculations for
Searching and Presenting
Options
Scheduling Task
Intelligent Road Network Road Network
Window To Promise (WTP) Estimates Road Network
Assisted Estimates Estimates
Recalculate Trip, Optimize
Trip, Auto-Assign and
Autonomous.
Not Applicable Road Network
TDS Mode: Only Route
Scheduling Mode or
Operation
Options
Scheduling Task
Intelligent Road Network Road Network
Window To Promise (WTP) Road Network Road Network
Autonomous.
TDS Mode: Estimate
Scheduling Mode or
Operation
Options
Scheduling Task
Intelligent Estimates Road Network
Window To Promise (WTP) Estimates Road Network
Autonomous.
TDS Mode: Only Estimate
Scheduling Mode or
Operation
Options
Scheduling Task
Intelligent Estimates Estimates
Window To Promise (WTP) Estimates Estimates
Autonomous.
Not Applicable Estimates
TDS Mode: Off
Scheduling Mode or
Operation
Options
Scheduling Task
Intelligent Default Values Default Values
Scheduling Mode or
Operation
Options
Scheduling Task
Window To Promise (WTP) Default Values Default Values
Assisted Default Values Default Values
Autonomous.
Not Applicable Default Values
Calculating Actual Travel Time and Distance (Street Level Routing)
In this method, when the From and To Task addresses are geocoded, the Time Distance
Server calculates the actual travel time and distance between the tasks using the road
network information available in the uploaded spatial data. If either of the task
addresses are geocoded using eLocation service, then the distance is calculated using
the road network information available from the eLocation service.
This is how the system calculates the actual travel time. A route is assembled from
segments. Each segment has a route characteristic with a corresponding average speed
provided by the geo-spatial (Road Network) data. Total travel time is calculated as the
sum of travel times of individual segments (Distance of each segment divided by
corresponding speed).
To set up the parameter for this method, use the following procedure:
Prerequisites: Install geo-spatial data and the Location Finder or use the eLocation
services.
1. Navigate to the Scheduler Rules Dashboard. See: Configuring Scheduler Rules,
page 8-4
2. Set Route as the value for the Router Mode parameter to set the default search as
the road network.
3. Save your work.
Calculating Estimated Travel Time and Distance (Point-to-Point or As the Crow Flies)
You can choose to estimate a route between two locations by segmenting the road with
virtual time boundaries, and then applying predefined average speeds.
Using Linear Estimation gives a 'Point-to-Point' distance between the two tasks by
making use of the longitudes and latitudes of the two tasks. This is an estimate and is
not the actual rode travel distance between the two tasks. This approach can be chosen
by the users as the preferred way of scheduling tasks when performance takes priority
over accuracy.
This method employs the following process steps:
1. You determine the linear, point-to-point distance a service technician would travel
to a customer.
2. You divide this distance into a maximum of three sections, and then define section
boundaries by setting profile options.
3. Next, you set other profile options to define an average speed for each section.
Example
For example:
The average speed in the first section is the lowest, such as surface street travel in a
city. The average speed in the second segment is a little faster, representing travel
on arterial roads. The third segment average speed is the fastest, to model restricted
access highway travel.
4. TDS estimates the linear distance between two tasks.
5. For each section, TDS multiplies the distance by the average speed to calculate total
travel time.
This is how the system estimates travel time. The derived distance is broken down into
three segments and Time is derived by applying the standard speed limits for each
segment, as set up in the profile options.
Total Travel Time = [(Distance of segment 1 divided by Speed of segment 1) + (Distance
of segment 2 divided by Speed of segment 2) + (Distance of segment 3 divided by Speed
of segment 3)]
To set up TDS for estimation of travel time and distance, use the following procedure to
set the appropriate profile options.
Prerequisites: Install spatial data for longitude and latitude information.
1. Navigate to the Scheduler Rules Dashboard. See: Configuring Scheduler Rules
2. Set the following parameters:
Note: You can set these parameters in any sequence.
Router Mode
Enter either 'Estimate' or 'Only Estimate' to enable the Location TDS to apply
the estimate method to calculate travel time by using the parameter settings for
segment or section boundaries and average speeds.
First Boundary
Enter the first distance (in kilometers) for which the value you set in the First
Average Speed parameter applies.
First Average Speed
The value you set for average speed (in kilometers per hour) applies to the first
boundary distance you define in the First Boundary parameter.
Second Boundary
Specify the distance from the first boundary to the second boundary (km).
Second Average Speed
The value you set here for average speed (km/h) applies to the second
boundary distance you set in the Second Boundary parameter.
Third Average Speed
The value you set for average speed (km/h) applies to the remainder of the
travel distance from the second boundary to the destination.
3. Save your work.
4. Navigate to the System Profile Values window. Query the CSF Profiles.
For details see Field Service Profile Options, page B-1.
A list of CSF profile options appears.
5. Scroll to the CSF: Location Finder Installed profile option.
6. To launch the Location Finder when a location for a task is missing, set the option to
'Y' (Yes).
7. Save your work.
Using Default Values for Travel Time and Distance Calculation
You can choose not to have the spatial data installed and use the default travel time and
duration (fixed values) for purposes of route calculation You can set the following
parameters to define default values for TDS route calculation:
Router Mode
Steps
1. Use the Scheduler Rules Dashboard to set the parameters. See: Configuring
Scheduler Rules, page 8-4
2. Set the following parameters:
Router Mode
This parameter enables Route Calculation alternatives. Values include: Route,
Estimate, Only Rout, Only Estimate, or Off. Select Off to calculate the travel
time and distance by setting default values for both.
This value denotes whether the default values should be used or not. Options
are: Yes or No.
The value you set here is used as the default travel distance between two tasks.
The value you set here is used as the default travel time duration between two
task addresses when:
The default travel distance applies, in the case of parameter value of Router
Mode set to Off or
One or both of the task addresses can not be resolved through the location
Finder provided Use Default Values for Invalid Addresses parameter is set
toYes.
3. Save your work.
Geo-Coding
Oracle Advanced Scheduler geo-codes tasks whose locations have not been previously
geo-coded, by leveraging the geo-spatial dataset loaded within Oracle Field Service
schema.
Addresses and Geo-Coding
Advanced Scheduler's Location Finder or Geo-coder component and the Generate Field
Service Trips program use geocoding to convert task addresses and technician home
locations such as 1600 Amphitheatre Parkway, Mountain View, CA into their
geographic coordinates to enable their plotting on a map. For example, 1600
Amphitheatre Parkway, Mountain View, CA becomes latitude 37.423021 and longitude
-122.083739. Associated road segment details can additionally be used by the time and
distance server (TDS) for route calculations.
To geo-code addresses, Advanced Scheduler needs spatial data of the particular region
to be available. If spatial data is loaded, geo-coding is done using Scheduler's
Geo-coder. If spatial data is not loaded, then Oracle eLocation service is used for
geo-coding and to calculate the distance between two address locations.
Once a task address is geo-coded it can be plotted on Google maps if you are registered
with them, or the task is plotted on eLocation maps.
Scheduler's Geo-coder has been extended to support country specific address formats
and currently provides support for more than 70 countries which includes, North
America (Canada, United States, and Mexico), European & World Markets datasets. For
more information, please see the Oracle Advanced Scheduler User Guide.
Reverse Geo-Coding
If customer addresses are not available but customer location's geographic coordinates
are available, the dispatcher can use reverse geocoding to find the address. For more
information on this, see Geotesting and Reverse Geocoding to Find Valid Addresses in
the Oracle Field Service User Guide.
Configuring Geo-Coding
Advanced Scheduler can be configured to not geo-code addresses and locations
associated with tasks and technician's addresses, by setting the following profile option:
CSF: Location Finder Installed
This profile tells whether the particular implementation of Advanced Scheduler has
Location Finder component also installed. This is a Site Level profile and is
generally turned on only when Spatial Data is available.
Ensure that the profile is turned on for Geo-coding to function in the environment.
Note: When using Oracle Advanced Scheduler to schedule a task using
Linear Estimation or Street Level Routing, an address or location of the
task, as well as the technician's address should ideally have a geo-code.
Depending on the settings of profiles related to the Location Finder and
Geo-coding, if the address is not previously geo-coded, Advanced
Scheduler will attempt to geo-code the address of a task or technician.
If the attempt for geo-coding of any address fails due to invalid spatial
data, Advanced Scheduler will mark the address as invalid. If the Use
Default Values for Invalid Addresses parameter is set to Yes and
parameters for default values are set, then Advanced Scheduler uses
these values in the absence of valid geo-codes.
Automating Scheduling and Commitment of Tasks
You can choose to automate the scheduling and committment of a batch of tasks by
creating a query of such tasks for the Autonomous Scheduler and Auto Commit
concurrent programs to use in succession.
If the concurrent program does not execute, perform the following procedures:
Defining an Executable, page 8-44
Defining Program Parameters, page 8-45
Defining Task Queries for Autonomous Scheduler and Auto Commit Process
To enable the Autonomous Scheduler feature, you first must decide which tasks you
want to be picked up for automatic scheduling. Then you create a query to select such
tasks. Some queries have already been seeded for this purpose. The following table
describes seeded queries along with their values:
Queries and Values for Auto Scheduling
Query Name Description SQL of Seeded Query Definitions
All Open List all tasks that have Task Status:
schedulable, and Task Type:
schedulable, and no assignments.
nvl(status_scheduleable_flag,'N') =
'Y' and
nvl(type_scheduleable_flag,'N') =
'Y' and not exists (select '' from
csf_ct_task_assignments where
task_id = csf_ct_tasks.task_id)
Assigned List all tasks that have the
Assigned Flag set to 'YES'.
exists ( select '' from
jtf_task_statuses_b where
task_status_id =
csf_ct_tasks.task_status_id and
nvl(assigned_flag, 'N') = 'Y')
Auto Rejected List all tasks that have a status ID =
27 (27 is the seeded value given for
Auto Rejected Status by JTF.)
task_status_id = 27
Auto Scheduling List all tasks that have a status ID =
10025 (10025 is the seeded value
given for Auto Scheduling Status
by JTF.)
task_status_id = 10025
Query Name Description SQL of Seeded Query Definitions
Closed List all tasks that have the Closed
flag set to 'YES'.
exists ( select '' from
jtf_task_statuses_b where
task_status_id =
csf_ct_tasks.task_status_id and
nvl(closed_flag, 'N') = 'Y')
Commit
Candidates
All tasks that are scheduled and
have a planned status and that
have to be executed in the next
four hours from now.
Escalated List all tasks that are stored in the
Escalated View (csf_esc_tasks_v)
and have the Closed flag set to
'NO'.
task_id in (select object_id from
csf_esc_tasks_v where
nvl(closed_flag, 'N') = 'N')
Inbox List all tasks that have a creation
date > Trunc (Sysdate) (Meaning all
the tasks that are created today,
and have a scheduled start date as
NULL.
creation_date > trunc(sysdate) and
scheduled_start_date is null and
nvl(status_schedulable_flag,'N') =
'Y' and
nvl(type_schedulable_flag,'N') = 'Y'
Invalid Address List all tasks that have Validated
Flag set to 'NO' for a view
(csf_validate_tasks_v)
((TASK_ID IN (SELECT TASK_ID
FROM CSF_VALIDATE_TASKS_V
WHERE NVL
(VALIDATED_FLAG , 'N') = 'N' )))
My Inbox List all tasks that have Owner Type
equal to Resource Type and Owner
equal to Resource ID.
where owner_id =
csf_tasks_pub.resource_id and
owner_type_code =
csf_tasks_pub.resource_type
Use the following procedure to create a custom query for the tasks you want to
schedule automatically.
Prerequisite: The tasks must carry a "scheduleable" status and type.
Creating a Query
1. Navigate to the Field Service Dispatch Center, page A-1.
The Field Service Dispatcher Center window opens.
2. Click the flashlight icon on the tool bar.
The Find Tasks window opens.
3. Enter information to query the tasks you want to schedule automatically. You can
create a query based on a combination of search criteria.
4. Click Find.
The Tasks list region of the Dispatch Center populates with tasks found.
5. To add your query to the Tasks region View By list of values, choose Save Query As
from the Tools menu on the tool bar.
(M) Tools > Save Query As
The Save Query As window opens.
6. Enter a Name for the query. This is the name you want to appear in the Dispatch
Center Tasks region View By list of values.
7. Enter a Description for the query. This text entry is returned when setting the
profile option.
8. Click OK.
Starting and Ending a Query
1. Navigate to the Edit Query window, page A-1.
The Edit Query window appears.
2. To cause a query to expire, set the Active End field to the date you want to end the
query. When the Active End date is reached, the query disappears from the Tasks
region View By list of values.
3. To change the start date, use the Edit Query window to navigate to the Active Start
field, and then make the necessary change.
The Active Start date default value is the date when you set up the Query. You can
delay the beginning of a query by specifying a future date in the Active Start date
field.
4. Save your work.
Launching the Autonomous Scheduler
The Autonomous Scheduling concurrent program is used to schedule tasks without
user intervention. Use the following procedure to define the time intervals at which the
program automatically schedules tasks.
1. Navigate to the Autonomous Scheduler window, page A-1.
The Parameters window opens on top of the Autonomous Scheduler concurrent
program window.
2. In the Parameters window, choose a query from the Task List Query list of values.
Note: If no parameter is passed for the concurrent program, the
program picks up the task list query given in the Autonomous
Scheduler Default Query parameter.
3. Click OK to close the Parameters window and access the Autonomous Scheduler
window.
The Name field contains the name of the Autonomous Scheduler program. The
Parameters field contains the name of the selected query.
4. To schedule the program to run at specific times, click Schedule in the At These
Times block.
The Schedule window opens.
5. Define how often you want to schedule tasks. You can schedule for specific periods
by selecting either of the following radio buttons:
Periodically
Enter a Start date, and optionally, an End date. You can also specify how often
to rerun the program and when to apply the interval.
On Specific Days
Choose specific days of the month or week to run the program. The Start date
and end date fields can be edited.
6. Click OK to save the schedule and return to the Autonomous Scheduler window.
7. Click Submit to run or schedule the job.
Defining an Executable
If Autonomous Scheduling does not run, perform the following steps to define an
executable.
Note: This procedure is usually not required because the concurrent
program executable is seeded and installed 'out of the box.'
1. Navigate to the Concurrent Program Executable window, page A-1.
2. At the Concurrent Program Executable window, enter the following values into the
fields:
Executable Concurrent Program Parameter Setup
Field Value
Executable Search and Schedule Automatically
Short Name SEARCH_AND_SCHEDULE_AUTO
Application Oracle Scheduler
Description Automatically searches plan options and schedules the best
option for a list of tasks.
Execution Method Java Concurrent Program
Execution File Name AutoScheduler
Execution File Path oracle.apps.csr.conc.auto
3. Click Save.
Defining Program Parameters
If Autonomous Scheduling is not enabled, you can set up the concurrent program with
the following procedure.
Note: This procedure is usually not required because the concurrent
program executable is seeded and installed 'out of the box.'
Prerequisite: Define an executable. See Defining an Executable, page 8-44.
1. Navigate to the Concurrent Programs window, page A-1.
2. From the Concurrent Programs window, enter the following values into the fields:
Concurrent Program Parameter Settings
Field Value
Program Search and Schedule Tasks Automatically
Field Value
Short Name SEARCH_AND_SCHEDULE_AUTO
Application Oracle Advanced Scheduler
Description Automatically searches plan options and schedules the best
option for a list of tasks.
Executable Name SEARCH_AND_SCHEDULE_AUTO
Executable Output
format
Text
3. Make sure that in the Output region the Save check box is checked and the Print
check box is not checked.
4. Click Save.
Preventive Maintenance Setup Steps 9-1
9
Preventive Maintenance Setup Steps
Preventive Maintenance Setup Summary
Preventive Maintenance Business Process
Setting Up Preventive Maintenance Programs
Implementation Task Sequence for Preventive Maintenance
Create Users and Add Preventive Maintenance Responsibilities
Create PM Request Type and Map to Responsibilities
Create Resource Group of Preventive Maintenance
Create Preventive Maintenance Territory and Assign Resources
Create Task Template Groups and Task Templates
Create Master Items
Create Counter Groups and Counters
Create Preventive Maintenance Programs
Create Coverage Templates for PM Programs
Set Up Service Program/Warranty for Service Contracts
Add Service Program/Warranty Items to Price List
Preventive Maintenance Setup Summary
This chapter provides an overview of the Preventive Maintenance business process and
describes the setup steps for enabling the Preventive Maintenance module of the Field
Service application suite.
A Preventive Maintenance program aids a Field Service operation in its proactive
efforts to service customers in anticipation of service needs.
Customer's reactive service is effectively addressed in the Oracle Service suite of
products. However, service centers also need systems that are equally effective in the
proactive and reactive support scenarios. By leveraging Oracle Service and Contracts
functionality, the Preventive Maintenance solution provides the capability to log service
requests and allocate tasks to the appropriate resources with the right parts and
schedule them in anticipation of the service need.
The following topics are detailed in this chapter:
Preventive Maintenance Business Process, page 9-2
Setting Up Preventive Maintenance Programs, page 9-4
Implementation Task Sequence for Preventive Maintenance, page 9-11
Create Users and Add Preventive Maintenance Responsibilities , page 9-12
Create PM Request Type and Map to Responsibilities, page 9-12
Create Resource Group of Preventive Maintenance, page 9-13
Create Preventive Maintenance Territory and Assign Resources, page 9-13
Create Task Template Groups and Task Templates, page 9-14
Create Master Items, page 9-14
Create Counter Groups and Counters, page 9-15
Create Preventive Maintenance Programs, page 9-15
Create Coverage Templates for PM Programs, page 9-28
Set Up Service Program/Warranty for Service Contracts, page 9-31
Add Service Program/Warranty Items to Price List, page 9-32
Preventive Maintenance Business Process
The intent of the Preventive Maintenance (PM) solution is to provide the capability to
log service requests automatically and allocate tasks to the appropriate resources with
the right parts and schedule them in anticipation of the service need. The service need
could be estimated based on item usage, calendar dates or a date range as specified in
the contract.
In essence, Preventive Maintenance programs maintain products (customer owned or
leased assets), by performing certain predefined "activities" at predefined
intervals/times based on product's age, usage, current condition, environment it is
installed at, wear and tear of the parts, past performance, and so on.
Currently, Oracle's Preventive Maintenance module employs a scheduling method of
coverage, which can be based on manufacturer recommendations, customer
requirements, or market demand. These PM activities are independent of abnormal
conditions, or quality of the product performance. They are scheduled and performed
at intervals, which are generally based on products usage and age
A comprehensive Preventive Maintenance process can be outlined as follows:
Defining PM Programs and PM Coverage and Authoring Service Contracts
This business process step involves the definition of suggested preventive maintenance
programs and their respective coverage (in Service Contracts).
Defining PM programs and coverage templates is covered in this implementation
guide.
PM Sales/Contracts, Instantiation and Contract Management
This is a process step in which a product and/or service with PM coverage is sold to the
customer by the sales people. Once a product and respective service is sold, an instance
of that product, coverage (contract) and program association are maintained by the
service/contracts department to track and plan for PM activities.
PM Planning
Service departments generally plan in advance the PM activities they need to perform
and resources required to fulfill those activities. Planning is an important step of the
preventive maintenance process and enables optimal operations and effective delivery.
PM Execution
This process step involves the generation of PM requests (as a result of product usage,
customer request and other events) and fulfilling them. The execution process involves,
scheduling, reserving/allocating resources, capturing customer confirmation, delivering
PM activities and billing customer.
Definitions
The following table provides some definitions of terms that used in this guide when
referring to Preventive Maintenance:
Preventive Maintenance Definition Table
Term/Acronym Definition
Preventive Maintenance Preventive Maintenance (PM) refers to the
Proactive Service of products by performing
predefined activities at predefined
intervals/times based on a product's age,
usage, current condition, environment it is
installed at, wear and tear of the parts, past
performance, etc.
Program The recommended grouping of predefined
activities to maintain the product over its life
span.
Activity A set of tasks performed on a product as part
of proactive service at a predefined interval or
time or on a specific date or during a
predefined date range.
Program schedule The recommended date or date range the
activities under a defined program as
mutually agreed and contractually obligated
to be performed.
Task The smallest unit of work of a given activity.
Setting Up Preventive Maintenance Programs
Because the Preventive Maintenance module only uses a small portion of the available
(Complex Maintenance, Repair and Overhaul (CMRO) functionality, the set up of
CMRO for Preventive Maintenance is minimal. This includes setting some system
profile options, defining some lookup values and a key flexfield.
Optionally, you can set up the approval workflow to enable approval of Maintenance
Programs, Activities, and Routes. The only mandatory step to enable CMRO
functionality is to set up the System Key Flexfield.
The following sections detail the manual and optional setups within CMRO:
Set Up Route Management, page 9-5
Set Up Approval Workflow, page 9-6
Other CMRO Setup Considerations, page 9-10
Set Up Route Management
To use Route Management in Preventive Maintenance, you must set up the Key
Flexfield for the System attribute. In addition, you also can define some lookup values
for attributes in the route definition.
Note: When defining routes in CMRO, the user is supported with a list
of values for different available attributes. These attributes are optional
and do not have functional usage in PM.
Route Management requires that a key flexfield for the definition of the System
attribute be set up even though it is optional in Preventive Maintenance. If it's not set
up, Route Management will not function properly.
Use the following procedure to set up the key flexfield for the definition of the System
attribute.
Steps
1. Navigate to the Segments window, page A-1.
2. From the Segments window, query the Flexfield title, using "AHL Route."
This validates the existence of the Route Flexfield and returns a record.
3. Add segments to this flexfield by clicking the Segments button and entering records
for the System Flexfield Segment.
4. In order to create Value Sets to be used by the Flexfield Segments, click the Value
Set button.
The Value Sets window appears.
5. Define a Value Set Name.
6. Choose List of Values in the List Type field.
7. Choose No Security in the Security Type field
8. Choose Char as the Format Type.
9. Choose Independent as the Validation Type.
10. Update Flexfield Segments with the Value Sets you defined.
11. To create Values for the Value Sets, navigate to the Segment Values window, page
A-1.
12. Query the name of the Value Set that you defined in Step 4 and click Find.
13. In the Segment Values window, you can add values to the Value Set in the Values
Effective tab.
14. When you have added the appropriate values, save your work.
This process enables the Route Management functionality to work properly. For
detailed explanation on setting up flexfields, see the Oracle Applications Flexfields
Guide.
Set Up Approval Workflow
If you plan to use an approval process to maintain your maintenance programs,
activities and routes, you can set up an approval workflow. The Preventive
Maintenance module has a seeded workflow that addresses the objects mentioned
above, but you can also create your own approval workflows. In these cases, any
CMRO object can have a specific approval rule with its approval workflow and list of
approvers.
CMRO also has a pre-defined default approval rule that is used if the approval profile
options are activated, but no object-specific rule is defined.
In order to use an approval process in Preventive Maintenance, the following profile
options must be set to Yes:
AHL: Enable approval workflow for Routes
AHL: Enable approval workflow for Maintenance Requirement
If you enable these workflows you must also set the following system profile options:
AHL: Workflow Loop Counter
AHL: Workflow Timeout Minutes
The Loop Counter profiles requires a numeric value and determines how many times a
notification is resent if the user does not respond. The Timeout Minutes profile option
requires a numeric value and determines how long the system should wait before it
times out a workflow in case the progress is halted.
The following sections detail CMRO setups that are applicable to Preventive
Maintenance:
Set Up Default Approval Role, page 9-7
Set Up Object Oriented Approval Roles, page 9-8
Associate Approval Employees to Roles, page 9-8
Adjust Default Approval Rule in CMRO, page 9-9
In order to use the approval process in the Preventive Maintenance module, you must
designate approvers within your organization, create approval roles and assign the
roles to the appropriate approval employee.
Employees designated as approvers must be set up in Oracle Human Resources and
they must be associated with a particular application user, which you set up in Oracle
Applications. For details on setting up employees, see the Oracle Human Resources
Note: If you want to notify the approval user using email, you must set
up the email address for the employee.
Once you create approvers, you can optionally create approval roles. CMRO provides a
seeded default approval rule that is used when no object-specific approval rule has
been set up. The default rule has one approval hierarchy with a seeded role defined.
Set Up Default Approval Role
To set up the role for the default approval rule, follow the steps in this section.
Steps
1. Navigate to the Role Types window, page A-1.
2. From the Role Types window, query JTF_RS_ROLE_TYPE.
3. Create a role type code for the default approval role.
4. Save your work.
5. Navigate to the Role window, page A-1 and create a role with the code
AHL_DEFAULT_APPROVER.
The code must be exactly as state above or the default rule will not recognize the
role.
6. Associate the default approval role type code to this role.
7. Optionally, you can create additional roles if you have more than one level of
approvers.
Note: For CMRO approval, only one user can be associated with a
role. So you must create as many roles as you have approvers.
Set Up Object Oriented Approval Roles
If you have specific approval rules for different CMRO objects, use the following
procedure to set them up.
Steps
1. Navigate to the Role Types window, page A-1.
2. From the Role Types window, query JTF_RS_ROLE_TYPE.
3. Create a role type code for the general approval role.
You can create multiple role type codes for grouping the roles together, but you
must create at least one.
4. Save your work.
5. Navigate to the Role window, page A-1 and create a role for each approver in
your organization.
6. Associate the appropriate approval role type code to each of the roles.
7. Save your work.
Associate Approval Employees to Roles
Use the following procedure to map approval employees to roles. Although each role
must only have one employee associated with it, you can associate a single employee to
multiple roles.
Prerequisites
Roles and employees must be set up.
Steps
1. Navigate to the Select Resources to Import window, page A-1.
2. From the Select Resources to Import window, select an approval employee.
3. Click Search.
4. In the results spreadtable, select the employee and click Import Resource.
The Set Resource Attributes window appears.
5. Select the role you want to assign to the approver in the Role field from the list of
values.
6. Click OK.
7. Click Save Resource.
8. If you want to assign this approver to additional roles, click Details.
9. In the Roles tab, add as many roles as you want to assign to this approver.
10. Click Save.
Adjust Default Approval Rule in CMRO
If you want to adjust the default approval rule
Steps
1. Navigate to the Search Approval Rules, page A-1 window.
2. In the Search Approval Rules window, enter 'Default AHL Rule' in the Default Rule
Name field and click Go.
3. In the search results spreadtable, click the hypertext name 'Default AHL Rule.'
This opens the Update Approval Rule window.
4. In the Approver Details section, add any roles or users in the sequence you want
the objects to be approved.
The first role is seeded and you can either change the hierarchy or delete this
seeded role if necessary.
5. Click Apply.
Guidelines
Do not add any values to the Operating Unit attribute or the Priority attribute. These
features are not supported by CMRO. Also, if you set the Status of the default rule to
Obsolete you cannot return this rule to any other status.
Define Object Specific Approval Rules
You can optionally define specific approval rules with a specific hierarchy for the
different CMRO objects. Follow this procedure, to create these rules.
Steps
1. Navigate to the Search Approval Rules window, page A-1.
2. From the Search Approval Rules window, click Create.
The Create Approval Rule window opens.
3. In the Approval Rule Info section, choose either Maintenance Request or Route
Management in the Create Approval Rules For field.
4. Choose Concept as the Approval Type.
5. Select a Status of Active.
6. Enter an Approval Rule Name.
7. Click Apply.
The Update Approval Rule window appears.
8. In the Approver Details section, add roles or users in the sequence you want the
objects to be approved.
9. Click Apply.
10. To map the CMRO objects to the Approval workflow, navigate to the Workflow
tab.
The Workflow Process Mapping window is displayed.
11. In the Object field, choose the object you want to map.
12. In the Process Name field, choose the approval workflow that you want to map to
the object.
The CMRO default workflow is called ASO Generic Approval Process.
13. Repeat steps 10-11 for each object-workflow mapping you want to create.
Guidelines
If you want to use the same approval workflow for all your CMRO objects, leave the
Object field blank.
Other CMRO Setup Considerations
In order to use the Preventive Maintenance module for Field Service, keep in mind the
following:
Fleet Maintenance Program Setup
CMRO's Fleet Maintenance Program can be used with no additional setup steps.
Optionally, you can define the Category attribute for the Maintenance Program or
Activity. All other lookups for Fleet Maintenance are either pre-seeded or are not
available for Preventive Maintenance.
Unit Maintenance Plan (UMP) Setup
In the Unit Maintenance Plan setup, the only additional consideration is whether or not
you want to set the profile option to enable the planning window.
The definition of the planning window in UMP specifies how far out upcoming
preventive maintenance requirements will be calculated. If the following profile options
are not set, calculation will occur only up to the current day.
AHL: Maximum Planning Window (Number) - This profile uses a numeric value
that defines the days, weeks, months, or years to be considered for calculation.
AHL: Maximum Planning Window (UOM) - This profiles sets the unit of measure
used in the calculation. Seeded values include days, weeks, months, or years.
There is a functional setup of the forecast if you do not use the contracts for your
maintenance schedule. Defining forecasts is detailed in the CMRO User's Guide. To
validate the correct installation of the UMP, check whether or not the Unit Effectivity
build routine has been installed.
UMP requires no preventive maintenance specific setups in the Lookups.
To calculate the Unit Maintenance Plan, you must run the Building Unit Effectivity
concurrent program, which is pre-seeded and can be set up to run at intervals or on
demand.
Implementation Task Sequence for Preventive Maintenance
To ensure a successful implementation, the following task sequence should be followed.
Each of these tasks contains Preventive Maintenance-specific steps, which are detailed
in the documentation:
Preventive Maintenance Implementation Task Sequence
1. Create Users and Add Preventive Maintenance Responsibilities, page 9-12
2. Create PM Request Type and Map to Responsibilities, page 9-12
4. Create Resource Group of Preventive Maintenance, page 9-13
5. Create Preventive Maintenance Territory and Assign Resources, page 9-13
6. Create Task Template Groups and Task Templates, page 9-14
7. Create Master Items, page 9-14
8. Create Counter Groups and Counters, page 9-15
9. Create Preventive Maintenance Programs, page 9-15
10. Create Coverage Templates for PM Programs, page 9-28
11. Set Up Service Program/Warranty for Service Contracts, page 9-31
12. Add Service Program/Warranty Items to Price List, page 9-32
Create Users and Add Preventive Maintenance Responsibilities
In order to implement and use the Preventive Maintenance module you must create a
user and assign the user appropriate responsibilities. At a minimum, the following
responsibilities need to be assigned to a user:
Preventive Maintenance Reports
For more information on setting up users and assigning responsibilities, see Setting Up
the System Administrator, page 5-3.
Create PM Request Type and Map to Responsibilities
You must create a Request Type of "Preventive Maintenance" and you must map it to
the Preventive Maintenance and the Preventive Maintenance Reports responsibilities.
For more information, on setting up request types, see Confirming Setup of Service
Request, page 5-27.
To map the Preventive Maintenance Request Type to the appropriate responsibilities
perform the following steps.
Prerequisites
You must have created a Request Type called "Preventive Maintenance."
Steps
1. Navigate to the Request Types window, page A-1.
2. From the Request Types window, query for the Request Type of "Preventive
Maintenance" in the Type field and select it.
3. Click the Map Types button.
The Mapping Service Request Types window appears.
4. Select Preventive Maintenance in the Request Type field.
5. In the Responsibility Field, choose Preventive Maintenance from the list of values.
6. Create a second line and repeat steps 3-4 and choose Preventive Maintenance
Reports from the list of values.
7. Save your work.
Create Resource Group of Preventive Maintenance
You must create a resource group called Preventive Maintenance and add those Field
Service representatives to it that are supporting your program.
For more information on this process, see Confirming Set Up of Resources, page 5-9.
Create Preventive Maintenance Territory and Assign Resources
The requirements necessary for assigning/routing of Service Requests in Preventive
Maintenance are different than assigning/scheduling Field Service technicians.
Furthermore, the users and groups being assigned are also different.
You must create a territory called "Preventive Maintenance" in Oracle Common
Application Components with the following properties:
From the Overview tab enter Preventive Maintenance in the Name field and in the
Transaction Types field, choose Service Request.
From the Transaction Qualifiers tab, in the Name field, choose Request Type from
the list of values. In the Qualifier Values block, choose equal to (=) in the Operator
Field and choose Preventive Maintenance in the Value From field.
From the Resources tab, assign all the resources who were assigned to the
Preventive Maintenance Resource Group to the territory. Give each of these
resources an Access Type of Service Request. Also, add the created Preventive
Maintenance group to the territory and give this group resource the Access Type of
Service Request.
For more details on setting up territories in Oracle Common Application Components,
see the Oracle Common Application Components Implementation Guide.
Create Task Template Groups and Task Templates
You need to create task template groups and task templates, which will be used by
Preventive Maintenance to initiate service requests in your Field Service operation. Task
templates are associated with routes when you are setting up your PM program.
First you will create Task Template Groups, where you can pre-define multiple
commonly used tasks for different activities, such as service requests, escalations, or
tasks. When creating tasks from a task template, you can select the appropriate template
group to generate tasks simultaneously.
Use task templates to make task creation simple and quick. Once a template is defined,
you can specify resource requirements, create dependencies, and schedule repeating
tasks.
For complete details on creating Task Template Groups and Task Templates, see Part IV
Task Manager of the Oracle Common Application Components User's Guide.
Create Master Items
You must setup master items in Oracle Inventory in order to create PM programs.
One of the methods for scheduling maintenance on an item through a PM program is
by associating a counter to the item. Counters allow you to track usage and schedule
preventive maintenance based up a pre-determined usage level you associate with the
items.
For more details on creating master items for Field Service, see Define Items, page 5-16
of this manual.
Standard set up is required for items, based upon the procedures detailed in the Oracle
Inventory User Guide. In order to ensure that master items are accessible in Preventive
Maintenance, however, you must also set the following attribute for each master item:
In the Service tab, select Enabled in the Service Request Enabled field, and check the
Serviceable Product check box.
In the Inventory tab, all items (serialized as well as unserialized) are supported in
Preventive Maintenance. In the Serial block, select a Generation type (for example,
At Receipt) from the list of values, and enter the Starting Number and Starting
Prefix for the item.
Note: The Serial fields Starting Prefix and Starting Number are
mandatory ONLY when the Generation value equals Predefined. In
all other cases, the serial fields are optional.
Guidelines
Once you have created master items, you must assign them to the appropriate
organization. This function can be done by navigating to Tools > Organization
Assignment. Master items can be assigned to multiple organizations.
Refer to the Oracle Inventory User's Guide for detailed instructions on how to set up and
administer inventory organizations.
Create Counter Groups and Counters
You must create counter groups and counters and associate them to master items in
order to enable PM programs to schedule maintenance based upon item usage levels.
Counters are used in setting interval thresholds for PM activities. This is one of the
methods for determining the preventive maintenance schedule. When determining an
interval threshold for a particular effectivity, only those counters associated with the
item will be available in the list of values.
Once you have set up the counter groups and related counters, associate them with the
related master items. For details on setting up counter groups and counters, see the
Implementing Counters section of the Oracle Service Implementation Guide. There are no
preventive maintenance specific setups required.
Create Preventive Maintenance Programs
You must create the preventive maintenance programs that you will use in your
proactive Field Service operation. These setups are part of the Oracle Complex
Maintenance, Repair and Overhaul (CMRO) application, but you need not license
CMRO to use preventive maintenance. These programs will be associated with
coverage templates in Oracle Service Contracts, which will be used when you author
service contracts that contain a preventive maintenance coverage plan.
Preventive Maintenance utilizes CMRO's Unit Maintenance Plan functionality, which
during the execution phase of Preventive Maintenance, contains the list of Activities
that automatically generate Service Requests. This functionality must be fully
implemented in order to execute a Preventive Maintenance program.
The following setup steps are required for creating a PM program:
Set Preventive Maintenance Profile Options, page 9-16
Create Routes, page 9-18
Create PM Programs, page 9-18
Add Effectivities and Interval Thresholds to a Program, page 9-20
Create Activities, page 9-22
Associate Routes to Activity, page 9-23
Add Effectivity and Interval Thresholds to Activities, page 9-24
Associate Activities to Program, page 9-27
The following sections detail the steps required to set up PM programs. You may
consult the Oracle Complex Maintenance, Repair and Overhaul User's Guide for complete
details on setting up the various components of the PM program.
Prerequisites
Task templates, items, and counters must be set up.
Set Preventive Maintenance Profile Options
There are several profile options that must be set in order to properly configure and run
the Preventive Maintenance program.
Initially, you must set the CMRO application to run in Preventive Maintenance mode in
order to set up PM programs and activities. This is accomplished by setting the profile
option "AHL: Preventive Maintenance Installation" to Yes.
Important: There is no need to license the CMRO application if you are
using preventive maintenance.
After you set this profile option, when you log into the CMRO application, you will see
the Preventive Maintenance mode, which contains user interfaces specifically designed
for setting up PM programs.
You can streamline the PM approval process by setting the following profile options to
No:
AHL: Enable approval workflow for Routes
AHL: Enable approval workflow for Operations
AHL: Enable approval workflow for Maintenance Requirement
The default value for this profile option is Yes, which enables the Oracle Workflow
process for approvals in CMRO. If you set these profile options to No, then when you
create routes, programs, and activities, you can approve them at the time of creation by
clicking the Approval button.
The following table contains other PM-related profile options, a description, and a
suggested setting:
Profile Options Relating to Preventive Maintainence
Profile Option Name Descriptions Value
AHL: Maximum Planning
Window (Number
Used to define the planning
window for the UMP
numeric
AHL: Maximum Planning
Window (UOM)
Used to define the planning
window for the UMP
Date (years, months, etc.)
CSF: PM Incident Status Defines the status of the
generated Service Request
Open
CSF: PM Incident Type Defines the type of the
generated Service Request
CSF: PM SR Generation Last
Run Date
This is a display only profile
option that shows that last
time this concurrent program
was run
Date
CSF: PM Task Confirm Status Defines the task status of
tasks requiring customer
confirmation
Confirm
For more information on setting up profile options, see the Oracle Application User's
Guide.
The following steps detail the process of accessing and setting profile options.
Steps
2. At the Profile field of the Find System Profile Values field, perform a search by
entering a partial value followed by the wildcard (%) and clicking Find.
3. Select profile option you want to set from the list of profile options displayed.
4. In the Site field, select the value you want to set to the profile option.
5. Save your work.
6. Repeat steps 2-5 for each profile option you want to set.
Create Routes
When creating PM programs with associated activities, you must create routes, which
manage the work definition of scheduled and unscheduled maintenance tasks. It allows
maintenance organizations to create work cards specifying the zone, work location,
supporting process types, skill types, and significant maintenance tasks.
Task Template Groups and Task Templates also are associated with the routes and it is
this connection that links service requests in Field Service to the PM programs
associated to particular customers. This will be used for task generation at the time of
PM Program/Activity execution in Field Service.
For detailed step by step information on setting up Routes, see the Managing
Maintenance Routes section of the Oracle Complex Maintenance, Repair and Overhaul
User's Guide.
Note: The Task Template Group field is not covered in CMRO
documentation, as it is specific to the PM module. Select the predefined
Task Template Group that you want to associate with the route.
Guidelines
The mandatory fields for routes are Route Number, Title, Time Span and Start Date.
Time Span defines the total duration of a route in hours, however, it is used in CMRO's
Visit Work Package module and is not a part of the PM module. Enter any numeric
value.
The Task Template Field is required for PM programs.
Once a route is created, if the profile option AHL: Enable Approval WorkFlow for
Routes" is null or set to No, you do not need to access Oracle Workflow. You only need
to click Approve to approve the route.
Create PM Programs
Preventive Maintenance programs represent the recommended grouping of predefined
activities to maintain the product over its life span. These programs, once defined and
associated with activities, can be associated with coverage templates in Oracle Service
Contracts, which provides the basis for providing coverage in a Preventive
Maintenance Program.
A Preventive Maintenance Program is associated to a product and is governed by a set
of effectivity rules. Each Activity thus contained in the Preventive Maintenance
Program is a collection of tasks and/or task sets. An Activity contains the information
on what tasks or task sets need to be performed and when it needs to be performed. The
Preventive Maintenance request generating program creates one Service Request for
every Activity.
Normally a Preventive Maintenance Program is a manufacturer suggested maintenance
requirement. A typical Preventive Maintenance Program is generally defined for a
product or group of products and contains the "what", "when," and "how" of the
Preventive Maintenance Activities.
For more details on this process, see the Managing Maintenance Requirements section
of the Oracle Complex Maintenance, Repair and Overhaul User's Guide.
Prerequisites
You should know the Maintenance Requirement Category, Program Type, and the
Service Type. These values must exist in the database.
Steps
To set up a Preventive Maintenance Program, follow these required steps:
1. Navigate to the Fleet Maintenance page, page A-1.
2. Click Create.
3. At the Type field, choose Program from the list of options.
This is the point where you differentiate between setting up a Program and setting
up an Activity. This is specific to the PM Mode of CMRO and not covered in the
CMRO documentation.
4. Enter a name for the program in the Title field.
5. Choose a program Category from the list of values.
This is the user-defined category of the program. A common method of
categorization would be based on the equipment type to which the maintenance
requirement applies.
6. Enter a Program Type. If you do not know the name of the Program Type, perform
a search and select the appropriate Program Type from the list of values.
This is the user-defined maintenance requirement program type. Program Types
are used to classify or group PM programs. Program Sub-Types are not used in
Preventive Maintenance.
7. Choose a seeded Implement Status from the list of values.
The options are: Mandatory, Optional Implement, or Optional Do Not Implement.
For PM programs, DO NOT choose "Optional Do Not Implement," or the Program
will not be picked up by the Unit Maintenance Plan (UMP).
8. Choose whether or not the Program will be Repetitive.
The field values can be Yes or No. The field value indicates whether the
maintenance requirement is one time or repetitive. If you choose Yes, then you
must choose a value in the Show field.
9. Choose the Whichever Comes value for the PM program.
The possible values are First or Last. This is used to determine whether to choose
the first or the last due date calculated based on all the interval thresholds defined
for the program. Choosing First would indicate an OR condition, and Last would
indicate an AND condition for the interval threshold records.
10. Enter an Effective From Date.
11. Click Apply to save your work.
Guidelines
The side navigation displays links to Effectivities and Relationships, which are used to
associate Effectivities and Activities to a PM Program.
Add Effectivities and Interval Thresholds to a Program
Once you create a PM Program, you must add effectivities and interval thresholds to
the program.
Effectivities are the specific items -- set up in Oracle Inventory -- which are to be
serviced in under this specific Preventive Maintenance Program. These effectivities can
also be associated with one or more Activities that are associated with the Program.
Please note that ALL effectivities that are to be associated to the activities must be
associated to the PM program.
The interval thresholds determine the total duration of the program as it relates to the
specific effectivity it is associated with. The interval threshold for the program's
duration can be represented in terms of calendar date, or by usage. For example, if a
program is set up to be effective for one year for all the effectivities associated with it,
you must set that value for each effectivity on the program. Similarly, if the interval
threshold is based upon usage, you can set the usage limits and select the appropriate
counters.
Prerequisites
The PM Program must be set up. Master Items must also be set up in Oracle Inventory.
Counters must also be set up.
Steps
To add effectivities and interval thresholds to an existing Preventive Maintenance
Program, follow these steps:
2. Enter some search criteria for the Preventive Maintenance Program you want to
access and click Go.
The Preventive Maintenance Program you searched for will appear in the
Maintenance Requirements Results table. You can either click the hypertext title of
the program to navigate to the Update form, or you can click the Effectivity icon to
navigate directly to the Effectivity window. (If you go to the Update window, click
the Effectivities hypertext link on the side navigation bar.)
3. Click the Add More Rows button to create some blank rows in the Effectivities List
table.
4. In the Effectivity field, enter a text name.
5. Enter a % character (or enter a partial value if you know the item number) in the
Item Number field and click the Flashlight icon to search for the Item you want to
represent the effectivity.
6. Select the item from the list of values.
7. Click Apply to save the effectivity to the program.
Once the effectivity is saved, the Interval Threshold icon appears to the right of the
Item Number.
8. To add the Interval Threshold for the effectivity, click the icon.
The Update Interval Threshold window appears.
9. If you are using a calendar date-based threshold, enter a numeric value in the first
Program Duration field and select the date interval you are using in the second
field.
Possible values in the second field are Days, Weeks, Months, and Years. So, for
example, if you want your program to be effective for eight months, enter 8 in the
first field and choose Months in the second.
10. If you are adding a usage-based threshold interval (these are not mutually exclusive
and you can have both), then click the Add More Rows button.
The value that you want the program to begin defaults to 0 in the Start field.
11. Enter the value that you want the program to End in the Stop field.
12. Choose the Counter that you want to associate with this interval threshold from the
list of values.
The UOM defaults from the Counter.
13. Click Apply to save your work
14. Repeat steps 4-13 for each effectivity and interval threshold you want to add to the
program.
Guidelines
Be sure to add every effectivity to the program that you want to add to the activities
associated with this program. All activity effectivities must exist as program
effectivities.
Create Activities
A Preventive Maintenance Activity is the work definition or work scope per Preventive
Maintenance service request. The work definition is in terms of tasks and/or task sets.
Generally, a Preventive Maintenance visit is initiated by an Activity defined within the
Preventive Maintenance Program, based on the predefined trigger rules, such as usage
or time elapsed. Preventive Maintenance Activities also contain the fulfillment
requirements such as parts, tools and labor. One Activity will result in creation of one
Service Request.
When you set up activities you navigate to the same page where you set up the
Preventive Maintenance Programs. One or more PM Activity is associated with a PM
Program and, as such, the Activity always reflects the status of "child" to a "parent" PM
Program. This is relevant when you are creating the association between the two.
Once you create an Activity, you can associated Routes, Effectivities, and Threshold
Intervals to it. These associations are what determines the terms and duration of
coverage of the activities that you are including in your PM program.
Prerequisites
You should know the Maintenance Requirement Category, Program Type, and the
Service Type. These values must exist in the database.
Steps
To set up a Preventive Maintenance Activity, follow these required steps:
2. Click Create.
3. At the Type field, choose Activity from the list of options.
This is the point where you differentiate between setting up a Program and setting
up an Activity. This is specific to the PM Mode of CMRO and not covered in the
CMRO documentation.
4. Enter a name for the activity in the Title field.
5. Choose an activity Category from the list of values.
This is the user-defined category of the program. A common method of
categorization would be based on the equipment type to which the maintenance
requirement applies.
6. Enter a Program Type. If you do not know the name of the Program Type, perform
a search and select the appropriate Program Type from the list of values.
7. Choose a seeded Implement Status from the list of values.
The options are: Mandatory, Optional Implement, or Optional Do Not Implement.
For PM activities, DO NOT choose "Optional Do Not Implement," or the Activity
will not be picked up by the Unit Maintenance Plan (UMP).
8. Choose whether or not the Activity will be Repetitive.
The field values can be Yes or No. The field value indicates whether the
maintenance requirement is one time or repetitive. If you choose Yes, then you
must choose a value in the Show field.
9. Choose the Whichever Comes value for the PM program.
The possible values are First or Last. This is used to determine whether to choose
the first or the last due date calculated based on all the interval thresholds defined
for the program. Choosing First would indicate an OR condition, and Last would
indicate an AND condition for the interval threshold records.
10. Enter an Effective From Date.
Associate Routes to Activity
Preventive Maintenance programs are linked to Field Service through the tasks
template groups and task templates that are attached to routes. In order to complete this
linkage, you must associate the routes to PM activities in order to make them available
to the program.
Each activity in a PM program generates a service request in Field Service, the
parameters of which are determined by which task templates are associated with it.
For more details on this process, see the Complex Maintenance, Repair and Overhaul User's
Guide.
Prerequisites
A Preventive Maintenance Activity must be set up and Routes must be set up.
Steps
To add routes to an existing Preventive Maintenance Activity, follow these steps:
2. Enter some search criteria for the Preventive Maintenance Activity you want to
The Preventive Maintenance Activity you searched for will appear in the
Maintenance Requirements Results table. Click the hypertext title of the program to
navigate to the Update form.
3. On the left-hand side navigation, click the Routes hypertext link.
The Update Attached Routes window appears.
4. In the Routes List table, click Add More Rows to create blank rows.
5. In the Route Number field, enter a partial value or the % character and click the
Flashlight icon to search for the Route you want to attach to the Activity.
6. Select the Route Number from the list of values.
The Route Description, Product Type, Operator, and Revision Number default from
the Route Number.
Add Effectivity and Interval Thresholds to Activities
Once you create a PM Activity, you must add effectivities and interval thresholds to it.
Effectivities are the specific items -- set up in Oracle Inventory -- which are to be
serviced when a specific Preventive Maintenance Activity is undertaken by a Field
Service representative. Please note that ALL effectivities that are to be associated to the
activities must be associated to the PM program that the activity is in relationship with.
With activities, the interval thresholds differ from those attached to the program in that
they determine when a service activity is to take place. Whereas interval thresholds for
programs set the maximum time that the program will be in effect, the activity's interval
threshold determines the schedule for the preventive maintenance.
The number of interval and threshold values defined for an activity can be unlimited,
and maintenance personnel can select whether the combined intervals will come due at
"whichever occurs first" or "whichever occurs last". The interval thresholds are directly
related to one of the effectivities of an activity, allowing an activity to have several
useful interval threshold sets, depending on the effectivity.
The interval threshold for the activity can be represented in terms of calendar date, or
by usage or both. For example, if a activity is set up to provide service for a copy
machine every six months, or every 10,000 copies, you must set the interval threshold to
account for both parameters.
For detailed information on setting up interval thresholds, see the Managing
Maintenance Requirements section of the Complex Maintenance, Repair and Overhaul
User's Guide.
Prerequisites
The PM Activity must be set up. Master Items must also be set up in Oracle Inventory.
Counters must also be set up.
Steps
To add effectivities and interval thresholds to an existing Preventive Maintenance
Activity, follow these steps:
2. Enter some search criteria for the Preventive Maintenance Activity you want to
The Preventive Maintenance Activity you searched for will appear in the
the program to navigate to the Update form, or you can click the Effectivity icon to
navigate directly to the Effectivity form. (If you go to the Update form, click the
Effectivities hypertext link on the side navigation bar.)
3. Click the Add More Rows button to create some blank rows in the Effectivities List
table.
4. In the Effectivity field, enter a text name.
5. Enter a % character (or enter a partial value if you know the item number) in the
Item Number field and click the Flashlight icon to search for the Item you want to
represent the effectivity.
6. Select the item from the list of values.
7. Click Apply to save the effectivity to the activity.
Once the effectivity is saved, the Interval Threshold icon appears to the right of the
Item Number.
8. To add the Interval Threshold for the effectivity, click the icon.
The Update Interval Threshold window appears.
9. Click the Add More Rows button to create blank rows in the Interval Threshold List
table.
10. Fill out the appropriate fields in the row to set your interval threshold.
The available fields and definitions are as follows:
Start Date - This is the start date of the range after which the interval specified
is valid. This date begins the range for the interval in relation to the associated
counter.
Stop Date - This is the stop date of the range before which the interval specified
is valid. This date begins the range for the interval in relation to the associated
counter.
Start - This is the start counter value of the range from which the interval
specified is valid. This date begins the range for the interval in relation to the
associated counter.
Interval - The interval value for repetitive PM Activity, and drop-dead counter
values for one time activities. When used with one time activities, interval will
be a count down of the associated counter. When used with repetitive activities,
interval will represent the frequency of occurrence according to the associated
counter.
Stop - This is the stop counter value of the range before which the interval
specified is valid. This date ends the range for the interval in relation to the
associated counter.
Tolerance Before - The number of counter units of measure that is acceptable
for activity accomplishment before the specified interval. This value aids in
planning maintenance jobs.
Tolerance After - The number of counter units of measure that is permissible
for activity accomplishment before the specified interval. This value aids in
planning maintenance jobs.
Counter Name - The associated counter identifier. This identifier is used to set
all numerical values in the row, including Interval, Tolerances, Start and Stop.
UOM - The Unit of Measure as per the associated counter. This value is
defaulted when you select the counter.
12. Repeat steps 4-11 for each effectivity and interval threshold you want to add to the
program.
Guidelines
Be sure to that you only add effectivities to the activity that you already associated with
the program.
Associate Activities to Program
In order for a Preventive Maintenance Program to have usefulness, you must associate
activities to the program. You can associate as many activities to the program as
necessary for your business needs.
Typically, a PM Program can be thought of as a collection of related activities. For
example, if you have a Program called "Commercial Truck Maintenance," you might
relate several activities to that program that all deal with different maintenance issues
for commercial trucks. You might have one preventive maintenance activity to track
and service tires, another to service the engine maintenance, another to deal with fluid
replacement, and so on.
Activities and Programs can be associated with one another from either the Program UI,
or the Activity UI. The key to the association is that the PM Program is always the
"parent" in the relationship and the Activity is always the "child."
Prerequisites
The PM Program and activities must be set up.
Steps
To associate activities to programs, follow these steps:
2. Enter some search criteria for the Preventive Maintenance Program you want to
The Preventive Maintenance Program you searched for will appear in the
the program to navigate to the Update form, or you can click the Relationships icon
to navigate directly to the Maintenance Requirements Relationships form. (If you go
to the Update form, click the Relationships hypertext link on the side navigation
bar.)
3. Click Add More Rows to create some blank rows in the Maintenance Requirements
List table.
4. In the Title field, search for the Activity you want to associate with the program and
select it from the list of values.
5. In the Relationship Type field, choose Child if you are associating an activity to a
program.
Relevant information about the activity is defaulted upon selection, including Type,
Program Type, Status, and so on.
You can also associate a program to an activity using this same process, but if you
do so, you must choose Parent in this field.
6. Repeat steps 4-5 for each activity you want to associate with the program.
Guidelines
In order to associate programs and activities to a coverage template, both need to be
approved.
Once programs and activities are, if the profile options "AHL: Enable Approval
WorkFlow for Maintenance Programs" and "AHL: Enable Approval WorkFlow for
Operations" are null or set to No, you do not need to access Oracle Workflow. You only
need to click Approve to approve them.
Create Coverage Templates for PM Programs
A Preventive Maintenance Program can be associated with a Coverage Template in
Service Contracts. "Confirmation Required" can be defined at this point. Stream levels
can be also set up. The coverage template, with an associated PM program, also may be
linked to a service item in Oracle Inventory module.
A PM Program consists of pre-defined activities, which you set up in CMRO. A user can
associate a Preventive Maintenance Program to a coverage template by picking up a
Preventive Maintenance Program from a list of values. The "Description" field is
populated automatically from the PM Program source, once a program name is chosen
and can not be edited. The "Schedule" button is enabled only when a PM program is
associated to the coverage template. By clicking the "Schedule" button, the Preventive
Maintenance Schedule page is invoked, which allows users to schedule coverage
streams and to enter or modify the information related to the selected PM program.
Note: Only those PM Programs and Activities that have been approved
and carry a status of "Complete" can be associated with coverage
templates.
For an instantiated coverage, if the status of the contract is not "Entered", the user
cannot change or select another PM program. If the status of the contract is "Entered"
when another PM Program is chosen, the originally defined stream levels are associated
with the new PM Program.
Coverage templates are used when you are creating a Service Program/Warranty which
details the coverage and pricing of a particular preventive maintenance program. An
approved Service Program/Warranty is selected when you are creating a Service
Contract.
For step-by-step details on creating Coverage Templates, see the Oracle Service Contracts
Users Guide.
The following topic related to the Preventive Maintenance Schedule is covered in this
section:
Setting Up Preventive Maintenance Schedule, page 9-29
Prerequisites
Items and PM programs must be set up.
Other prerequisites include: Coverage type lookup codes in Service Contracts and price
lists and time zone in Order Management. In Customer Support you must set up the
following: service request severity, business processes, resource types, resources, billing
types and billing rates.
Steps
Navigate to the Standard Coverage window, page A-1.
When creating a coverage template for Preventive Maintenance, select a Preventive
Maintenance Program Name from the list of values. The Program Description field
will automatically populate.
After you have associated a Preventive Maintenance program to the coverage
template, the Schedule button is enabled. Click this button to open the Preventive
Maintenance Schedule page to set coverage schedules and to view or modify the
other information related to the selected Preventive Maintenance program.
Setting Up Preventive Maintenance Schedule
Once you choose a Preventive Maintenance Program for the coverage template, you can
navigate to the Preventive Maintenance Schedule window, which provides access to
details about the program and related activities and also allows you to set up stream
levels.
There are two tabs within this window:
Program Schedule
The Program Schedule tab displays the Program Name and Program Description and
the Coverage Effectivity defaults to the current date. Click the View Program button to
access the details of the PM Program, which you set up in the CMRO Preventive
Maintenance Mode. See Create Preventive Maintenance Programs, page 9-15 for
additional details.
When defining a coverage template, only the following fields within the Stream Levels
block are enabled and made navigable: Sequence Number, Periods, UOM/Period,
UOM, Offset Period, and Offset UOM. The Auto Schedule checkbox is automatically
selected and the Schedule block is grayed out during template creation.
Setting up Stream Levels allow you to determine the coverage cycle you want to
associate with the PM Program and activities you have associated with this Service
Contract coverage template. A coverage schedule may have many coverage streams
and each stream level is a set of coverage periods.
Note: If the coverage set on the template is different from the default
schedule dictated by the Preventive Maintenance Program, it takes
precedence over the default schedule.
Activity Schedule
The Activity Schedule tab displays the Activities that are associated with the PM
Program that you selected for this coverage template. Click the View Activity button to
access the details of the Activity, which you set up in the CMRO Preventive
Maintenance Mode. See Create Preventive Maintenance Programs, page 9-15 for
additional details.
You can manually fill in the Stream Levels for each activity for the same enabled fields
as in the Program Schedule, or you can default the values from the Program Schedule
by clicking the Populate From Program button.
Note: If the Activity Schedule is different from the Program Schedule, it
takes precedence over the Program Schedule.
Prerequisites
Items and PM programs must be set up.
Steps
To set up Stream Levels for PM Programs, follow these steps:
1. Navigate to the Preventive Maintenance Schedule window, page A-1.
2. In the Stream Levels region, enter a numeric Sequence Number in the Seq No field.
This is the sequence in which you wish to have the coverage stream levels
instantiated.
3. Enter a numeric value for the number of Periods you want included in the Stream
Level.
For example, if you want to set up a stream level of "coverage for 1 period of 15
days," the value in this field should be "1."
4. Enter the number of periods to be included in this stream level in the Periods/UOM
field
In the previous example, the value in this field should be "15."
5. Select the Unit of Measure for the period in the UOM field from the list of values.
In the example, you would select "Days" as the UOM value.
6. Optionally, you can enter values for Offset Period and Offset UOM if you want the
coverage to start at some point after the Coverage Effectivity date.
If you enter a value in either of these fields, you must enter values in both. Offset
Period can be any numeric value you choose and will relate directly to the Offset
UOM you choose. For example, if you choose "8" for the Offset Period, and "Weeks"
for the Offset UOM, then the coverage will begin eight weeks after the Coverage
Effectivity date.
7. Repeat steps 2-6 for each Stream Level you want to associate to the Program for this
coverage template.
8. If you want to add Stream Levels to the Activity Schedule, click the Activity
Schedule tab.
9. To default the values from the Program tab, click the Populate From Program
button.
You can also manually enter values for Stream Levels for each Activity. You may
want to set up coverage cycles that differ from one activity to the next.
10. Click OK to save the values and return to the Coverage Template window.
Set Up Service Program/Warranty for Service Contracts
A Preventive Maintenance service program or warranty is used to instantiate a
particular PM program when you author a service contract. When you create the service
program/warranty you attach it to the appropriate coverage template. Once created in
Oracle Inventory, you create a price list for this item, which defaults down to the
contract.
A Service Programs/Warranty is set up as a master item and is associated with a
coverage template.
At a minimum, set the following attributes for the service program/warranty:
From the Main tab, select Service Program/Warranty in the Item Type field.
From the Order Management tab, select Customer Ordered and OE transactable
checkboxes.
From the Invoicing tab, select the Invoiceable Item checkbox.
From the Service Tab, select Service from the list of values in the Contract Item
Type. In the Contract block, select a Duration Period and enter a Duration to
establish the length of the contract coverage. In the Template field, choose the
Coverage Template you want to associate with the service program/warranty. In
the Service Request Enabled field, select Enabled.
For detailed step-by-step instructions on setting up master items, see the Oracle
Inventory User's Guide.
Add Service Program/Warranty Items to Price List
Once you have created all Service Program/Warranty entries in Oracle Inventory that
you will need to author preventive maintenance service contracts, you must create a
price list entry for each Service Program/Warranty.
At a minimum, you must enter the following information for each entry on the List
Lines tab of the Price Lists page:
Select Item in the Product Context field
Select Item Number in the Product Attribute field
Choose the relevant Service Program/Warranty in the Product Value field
Enter the price of the Service Program in the Value field.
For details on creating price lists and adding items to the list, see Setup of Price Lists,
page 5-20.
Windows/Pages and Navigation Paths A-1
A
Windows/Pages and Navigation Paths
Overview of Field Service Windows and Navigation Paths
The following table displays the default navigation path for each Oracle Field Service
window.
Text in brackets ([]) indicates a button.
(T) indicates to select a tab.
(M) indicates to select the menu option from the window.
To assist with clarification, the responsibility may be listed ahead of the navigation path
in the Navigator Menu Path column of the table. For example, Purchasing: Supply Base
> Suppliers. In this example, Purchasing is the responsibility.
Windows/Pages and Navigator Paths
Oracle Field Service Windows/Pages and Navigation Paths
Window/Page Navigator Menu Path
Access Hours Field Service Dispatcher > Dispatch Center >
right-click the task number in the task list >
(M) Access Hours
Account Aliases Field Service Dispatcher > Spares
Management > Inventory > Setup > Account
Aliases
A-2 Oracle Field Service Implementation Guide
Action Types Approvals Management Business Analyst:
Business Analyst Dashboard > (I) Setup > (T)
Action Types
Approver Groups Approvals Management Business Analyst:
Approver Groups
Assign Resources Field Service Administrator: CRM Foundation
> Calendar > Calendar Setup > Assign
Resources
Assign Shifts/Exceptions Field Service Administrator: CRM Foundation
> Calendar > Calendar Setup > Assign
Shifts/Exceptions
Assign Territories to Planner Groups Field Service Administrator: CRM Foundation
> Assign Territories to Planner Groups
Auto Commit Schedule Field Service Administrator: Auto Commit
Tasks
Autonomous Scheduler Field Service Setup > Autonomous Scheduler
Billing Type Attributes Field Service Dispatcher > Service Request >
Setup > Charges > Billing Type Attributes
Business Analyst Dashboard Approvals Management Business Analyst:
Business Analyst Dashboard
Business Events Workflow Administrator Web Applications:
Administrator Workflow > Business Events
Calendar Field Service Administrator: CRM Foundation
> Calendar > Calendar Setup > Define
Calendar
Concurrent Program Executable System Administrator: Concurrent > Program
> Executable
Concurrent Programs System Administrator: Concurrent > Program
> Define
Contact Center Customer Management > Contact Center
Currencies GL (General Ledger) Super User: Setup >
Currencies
Customer Confirmation Field Service Dispatcher > Dispatch Center >
Right-click on a task in the task list > (M)
Customer Confirmation
Define Calculation Rule
Field Service Dispatcher > Spares

Management > Setup > Calculation Rules
Field Service Setup > Spares Management

> Spares Management Rules > Calculation
Rules
Define Counters Field Service Dispatcher > Field Service Setup
> Counters > Define Counters
Define Delivery Time Field Service Dispatcher > Spares
Management > Setup > Delivery Time
Define Groups Field Service Administrator: CRM Foundation
> Resource Manager > Maintain Resources >
Groups
Define Expense Justification Codes Field Service Administrator: Debrief > Define
Expense Justification Codes
Define Labor Justification Codes Field Service Administrator: Debrief > Define
Labor Justification Codes
Define Material Justification Codes Field Service Administrator: Debrief > Define
Material Justification Codes
Define Shifts Field Service Administrator: CRM Foundation
> Calendar > Calendar Setup > Define Shifts
Define Tasks Parts Field Service Dispatcher > Spares
Management > Setup > Task Parts > [New]
Dispatch Center Field Service Dispatcher > Dispatch Center
Edit Query Field Service Dispatcher > Dispatch Center >
(M) Tools > Edit Query
Exceptions Field Service Administrator: CRM Foundation
> Calendar > Calendar Setup > Define
Exceptions
Excess Reject Reason Codes Lookup Field Service Dispatcher > Spares
Management > Setup > Excess Reject Reasons
Excess Rules Field Service Dispatcher > Spares
Management > Setup > Business Rules > (T)
Excess Rules
Field Service Dispatch Center Field Service Dispatcher > Dispatch Center
Find Product Task Field Service Dispatcher > Spares
Management > Setup > Task Parts
Find Requests Other > View Requests
Fleet Maintenance Preventive Maintenance: Engineering > Fleet
Maintenance > Overview
Forecast Rules
Field Service Setup > Spares Management

> Spares Management Rules > Business
Rules
Field Service Dispatcher > Spares

Management > Setup > Business Rules
Freight Carriers Inventory: Setup > Freight Carriers
Generate Field Service Trips Field Service Setup > Generate Field Service
Trips
Inter-Org Shipping Networks Inventory > Setup > Organizations > Shipping
Networks > (M) Tools > Shipping Method
Manual Override Reason Lookups Field Service Dispatcher > Spares
Management > Setup > Manual Override
Reason
Master Items Field Service Dispatcher > Spares
Management > Inventory > Items > Master
Items
Miscellaneous Transaction Field Service Dispatcher > Spares
Management > Inventory > Items >
Miscellaneous Transaction
Notification Rules Field Service Dispatcher > Spares
Notification Rules
Oracle Applications Administration: Cores
Services - Profiles
Functional Administrator: (T) Core Services >
(T) Profiles
Order Automation Rules Field Service Dispatcher > Spares
Order Automation Rules
Organization Item Inventory > Items > Organization Items
Organization Item: Lead Times Inventory > Items > Organization Items > (T)
Lead Times
Organization Item: MPS/MRP Planing Inventory > Items > Organization Items > (T)
MPS/MRP Planning
Parameter Settings
Field Service Administrator: Scheduler

Setup
Field Service Setup > Scheduler Setup

Parts Priorities Field Service Dispatcher > Spares
Management > Setup > Part Priorities
People US Super HRMS Manager: People > Enter and
Maintain
Personal Profile Values
Field Service Administrator: Other >

Profile Values
System Administrator: Profile > Personal

Planner's Desktop Field Service Dispatcher > Spares
Management > Planner's Desktop
Planners Inventory > Setup > Planners
Preventive Maintenance Schedule Service Contracts Manager: Setup > Service
Offerings > Standard Coverage > [Schedule]
Price List Setup Field Service Dispatcher > Spares
Management > Order Management > Pricing >
Price Lists > Price List Setup
Query Selection for Task Owner Enforcement Field Service Setup > Task Owner
Enforcement for Queries
Request Types Field Service Setup > Service Requests >
Request Types
Reschedule Rules Field Service Dispatcher > Spares
Reschedule Rules
Resource Field Service Administrator: CRM Foundation
> Resource Manager > Maintain Resources >
Resources
Resource Addresses and Subinventories
Field Service Administrator: Spares

Management > Resource Addresses and
Subinventories
Field Service Dispatcher > Dispatch

Center > (M) Navigate > Resource
Addresses and Subinventories
Field Service Dispatcher > Dispatch

Center > Plan Board or Gantt view >
right-click Resource > (M) Resource
Addresses and Sub-inventories
Field Service Administrator: Spares
Management > Resource Addresses and
Subinventories
Role CRM Resource Manager: Setup > Role
Role Types CRM Resource Manager: Setup > Role Types
Route Management Preventive Maintenance: Engineering > Route
Management > Routes > Create
Rules Approvals Management Business Analyst:
Rules
Scheduling Chart Field Service Dispatcher > Read Only
Scheduling Chart
Scheduling Chart Setup Field Service Setup > Scheduling Chart Setup
Scheduler Rules Dashboard Field Service Setup > Scheduler Rules
Search Approval Rules Preventive Maintenance: Administration >
Approvals
Segment Values Applications Developer: Flexfield > Key >
Values
Segments Application Developer: Flexfield > Key >
Segments
Select Resources to Import
Field Service Administrator: CRM

Foundation > Resource Manager >
Maintain Resources > Import Resources
CRM Resource Manager: Maintain

Resources > Import Resources
Select Territories and Task Owners Field Service Dispatcher > Dispatch Center >
(M) Navigate > Select Territories and Task
Owners
Service Activities and Billing Types Field Service Dispatcher > Service Request >
Setup > Charges > Service Activities and
Billing Types
Service Business Process
Field Service Administrator: Installed

Base > Business Processes
Field Service Dispatcher > Service

Request > Setup > Charges > Service
Business Process
Service Lookups Field Service Dispatcher > Service Request >
Setup > Customer Support Lookups
Service Request Field Service Administrator: Service Requests
Setup Functional Administrator: Evidence Store >
Setup
Shipping Methods Inventory: Setup > Organizations > Shipping
Methods
Shipping Networks Inventory > Setup > Organizations > Shipping
Networks
Skills Management Field Service Dispatcher > Skill Management
Sourcing Rule / Bill of Distribution
Assignments
Purchasing > Supply Base > Assign Sourcing
Rules
Sourcing Rule Purchasing > Supply Base > Sourcing Rules
Spreadtable Meta Data Administration Field Service Setup > CRM Foundation >
Spreadtable > Metadata Administration
Standard Coverage Service Contracts Manager: Setup > Service
Offerings > Standard Coverage
Subinventories Field Service Dispatcher > Spares
Management > Inventory > Setup >
Organization > Subinventories
Submit a New Request Field Service Administrator: Field Service
Dispatcher > Service Request > Others >
Submit Requests
Supplier Purchasing: Supply Base > Suppliers
System Profile Values System Administrator: Profile > System
Task and Escalation Status Field Service Setup: CRM Foundation: Task
and Escalation Manager: Setup > Define Task
Status Field Service Dispatcher > Service
Requests > Setup > Task Management > Task
Status
Task Priority Field Service Administrator: CRM Foundation
> Task and Escalation Manager > Setup >
Define Task Priority
Task Templates Field Service Dispatcher > Field Service Setup
> CRM Foundation > Task and Escalation
Manager > Tasks > Task Templates
Task Types Field Service Administrator: CRM Foundation
> Task and Escalation Manager > Setup >
Define Task Type
Task's Custom Color Setup Field Service Setup > Task's Custom Color
Setup
Territories CRM Administrator: Territory Manager >
Territory Administration > Territories
Territory Manager CRM Administrator: Territory Manager >
Territory Administration > Territories
Transaction Sub Types Field Service Dispatcher > Service Request >
Setup > Charges > Install Base Transaction
Types
Update Access Hours Field Service Setup > Preventive Maintenance
> Access Hours
Users System Administrator: Security > User >
Define
Profile Options B-1
B
Profile Options
This appendix covers the following topics:
Overview of Profile Options
Field Service Profile Options
Overview of Profile Options
During implementation, you can set values for profile options at various levels to
specify how the Oracle Field Service applications control access to and processes data.
The system administrator sets and updates profile values. For more information see,
Setting User Profile Options in the Oracle Applications System Administrator's -
Maintenance Guide.
The following profile options are unique to Oracle Field Service and include profile
options for the Spares Management and Preventive Maintenance modules. The
Advanced Scheduler uses rules (combination of parameters) in place of profile options.
See: Configuring Scheduler Rules, page 8-4
Note: The profile options numbered 1 to 4 regarding task statuses have
seeded values. There is no immediate need to set these up differently.
When a new status flow is implemented these profile options need to
be changed to match the change in state transitions.
Field Service Profile Options
You can set the profile options described in this section in any order and at any level as
indicated in the profile option tables:
Site (S)
Application (A)
B-2 Oracle Field Service Implementation Guide
Responsibility (R)
User (U)
For the Advanced Scheduler, you must set the parameters in place of profile options.
You can set few of these parameters at the territory and technician levels apart from the
mentioned four levels. See the Scheduler Parameters section in Configuring Scheduler
Rules, page 8-4. In addition, most of the profile options have been provided with
default values.
The abbreviation TDS stands for Time Distance Server.
CSF: Alert Auto Reject
Task assignment should be rejected if technician does not take any action on a
notification before the due date.
LOV Values Default Value Where Used Supported Levels
Yes and No Yes Notifications S/A/R/U
CSF: Alert before shift begins in minutes
The number of minutes before a shift start that assignment notifications should be sent.
Number (minutes) 30 Notifications S/A/R/U
CSF: Alert Reminder Response Due Time in minutes
Time-out in minutes for reminder to create assignment notification.
CSF: Alert Response Due Time in minutes
Time-out in minutes for the first create assignment notification.
Profile Options B-3
CSF: Alert Send Preference
Used by notifications to calculate the send date for notifications. Values are:
During Shift: Notifications will be sent immediately if current time is within the
shift duration. Otherwise, notifications will be sent at the beginning of the next
day's shift start time. The profile CSF: Alert before shift begins in minutes will
determine the number of minutes before the next day's shift the notifications will be
sent.
Immediate: Notifications will be sent immediately and the system will ignore the
profile value CSF: Alert before shift begins in minutes.
Scheduled Day: Notifications will be sent immediately if it is today's task.
Otherwise, notifications will be sent at the beginning of the task scheduled day's
shift start time minus CSF: Alert before shift begins in minutes.
During Shift,
Immediate, and
Scheduled Day
During Shift Notifications S/A/R/U
CSF: Alerts Task Priority Level
Notifications and alerts will be sent only for tasks of the specified priority or above.
Task Priorities Medium Notifications S/A/R/U
CSF: Allow overlapping labor lines for Debrief
Select Yes, if you want to enable creation of overlapping labor lines for Debrief. This
option is used to enable or disable the entry of overlapping start and end times for labor
debrief lines.
Yes and No Yes Debrief page S/A/R/U
CSF: Business Process
This profile option sets the order in which tasks are to confirm to schedule. Values are:
1: Need to debrief or update task in scheduled sequence.
2: Only one task assignment status can be set to working and the technician can
work in any order.
3: Enables technicians to work in any order and multiple task assignments can be
set to working.
1, 2, and 3 1 Mobile Field Service
Wireless, Store and
Forward pages
S/A/R
CSF: Capture Travel Information
This profile option sets the specific type of travel information to capture through the
Field Service Technicians Portal when a technician is performing task-related work at a
customer site. Capturing travel information is optional functionality.
Values are:
None: Travel fields not displayed.
Time: Enables Start and End Times fields.
Distance: Enables Distance field.
Time and Distance: Enables all fields related to time and distance.
Profile Options B-5
None, Time, Distance,
and Time and
Distance
None
Field Service
Technician Portal
Mobile Field
Service Wireless
pages
Mobile Field
Service Store and
Forward Laptop
pages
S/A/R/U
CSF: Copy Service Request Item Category to Task Skill Requirements
The profile enables auto generation of task skills from the product category on the
service request, when creating the task.
Note: Product category skills are only copied if the service request has a
product category attached.
Yes and No No Task tab of the
Service Request
window
S/A/R/U
CSF: Copy Service Request Item to Task Skill Requirements
The profile enables auto generation of task skills from the product on the service
request, when creating the task.
Note: Product category skills are only copied if the service request has a
product category attached.
Yes and No No Task tab of the
Service Request
window
S/A/R/U
CSF: Data window in days for Gantt
Set to initialize the range of dates for which the data will be displayed on the Gantt
chart. This option controls the display of the number of days on the Gantt chart.
Number (of days) 7 Field Service
Dispatch Center page
S/U
CSF: Default Accepted Task Status
Default status that is assigned when you accept a Field Service notification.
All Task Statuses Accepted Notifications S/A/R/U
CSF: Default Auto Close Task Status
This option defines the default task status that will be used for closing a task upon
closure of the service request.
All Statuses Closed Field Service Task
API
S/A/R/U
CSF: Default Cancelled tasks status
Default status that is assigned to tasks that are set to "Canceled" in the Field Service
Dispatch Center.
Profile Options B-7
All Task Statuses Cancelled Field Service
S/A/R/U
CSF: Default Commit Task Status
Default commit task status. Used when running the commit process in all modes to
update the task status, during the commit function.
All Task Statuses Assigned
Commit
concurrent
program
Commit function
in the Field
Service Dispatch
Center
S/A/R/U
CSF: Default Debrief Business Process
This profile option sets the default business process that you want associated with the
service activity code that displays in the Debrief page.
All business
processes
Null
Debrief page
Wireless Debrief
S/A/R/U
CSF: Default Debrief Service Activity Code
You can set a default Service Activity code to display in Debrief from this profile option.
All Transaction Types
belonging to the
default debrief
business process
Null
Debrief page
Wireless Debrief
S/A/R/U
CSF: Default Dispatch Center Display
Determines the display mode of the Field Service Dispatch Center when opened.
Detail Tabbed Pages,
Gantt, and Plan Board
Detail Tabbed Pages Field Service
S/A/R/U
CSF: Default Distance Unit
This profile enables you set the default unit of measure for distance on the wireless and
portal pages.
Miles, and Kilo
Meters
Miles
Mobile Field
Service Wireless
Field Service
Technician Portal
S/A/R/U
CSF: Default Effort
The profile enables you specify a default value for effort when the actual end date is
missing in the Field Service Dispatch Center.
Number 2 Field Service
Dispatch Center
S/A/R/U
Profile Options B-9
CSF: Default Effort UOM
The profile enables you specify a default value for unit of measure for the default effort
profile option.
UOM for the Default
Effort profile
Hour Field Service
Dispatch Center
S/A/R/U
CSF: Default Find Tasks Function
The profile determines which find task should get opened from the Field Service
Dispatch Center. This option controls the Search Task page that appears as the default.
Basic and Advanced Advanced Field Service
Dispatch Center
S/A/R/U
CSF: Default Planned Task Status for Planned Task
Default planned task status. Used by Scheduler to assign a status to planned tasks
including tasks rescheduled from one technician's trip to another technician's trip.
All Statuses Planned Interactive
Scheduling and
Autonomous
Scheduling
S/A/R/U
CSF: Default Query
Select which query will default in the Dispatch Center to View Tasks by in the task list.
Query Name In Box Field Service
S/A/R/U
CSF: Default Rejected Task Status
Default status that is assigned when you reject a Field Service notification.
All Task Statuses Rejected Notifications S/A/R/U
CSF: Default Return Reason (for Material Debrief)
This option determines the default return reason for a part on the Debrief page.
User Defined Values Null
Debrief page
Mobile Field
Service Wireless
Debrief
S/A/R/U
CSF: Default Scheduling Type
The default scheduling type to be used when scheduling requests.
Assisted, Intelligent,
and Window to
Promise
Assisted Advanced Scheduler S/A/R/U
CSF: Default Service History Display
This profile determines the query that is executed relating to service history when
launched through the Field Service Dispatch Center.
Profile Options B-11
Customer, Site, Item,
and Instance
No user defined
values
Customer Field Service
Dispatch Center
S/A/R/U
CSF: Default Skill Level Copy for Service Request Item
Enables the system to automatically assign Field Service task skill requirements when a
task is not created from a template.
Expert, Trainee, and
Standard
Standard Service Request
window
S/A/R/U
CSF: Default Source for Contact
This profile sets the default source for the contact details. Based on the value selected,
corresponding contacts (either service request or task contacts) will be displayed in both
the Field Service Dispatch Center - Contacts tab and the Gantt tool tip.
You can have either Employee or Customer contacts associated to a service request.
Similarly, contacts can be associated against the specific task in the Service Request
window - Task tab and then click the More button where there is a Contacts tab within
the Task Details window.
Service Request and
Task
Service Request Field Service
Dispatch Center
S/A/R/U
CSF: Default Status Responsibility
Choose a default responsibility to define which state transition rule is used. This profile
option is set for the users from the mobile applications.
If responsibility is not mentioned while defining status transition, then the value for the
responsibility is taken from this profile option.
None Null Used in the status
transitions for task
assignment
S/A/R/U
CSF: Default Task Blocked Assigned Status
Default task status for "Blocked Assigned".
In the Dispatch Center when you block a trip, any tasks in that trip that have a status of
Assigned will be moved to this status.
All task statuses Blocked Assigned Dispatch Center S/A/R/U
CSF: Default Task Blocked Planned Status
Default task status for "Blocked Planned".
In the Dispatch Center when you block a trip, any tasks in that trip that have a status of
Planned will be moved to this status.
All task statuses Blocked Planned Dispatch Center S/A/R/U
CSF: Default Task Status for Personal Tasks
The profile defines the default task status for personal tasks. This task status appears by
default when creating personal tasks.
All task statuses with
the following task
status attributes are
enabled:
1.
Task Status
2.
Assignment
Status
3.
Assigned and the
following status
attributes are not
enabled:
1.
Rejected
2.
Onhold
3.
Cancelled
4.
Schedulable
The enabling of
the other
attributes is
optional
Assigned Mobile Field Service
(Store and Forward)
Laptop and Pocket
PC
S/A/R/U
CSF: Default Task Type for Personal Tasks
The profile defines the default task type for personal tasks. This task type appears by
default when creating personal tasks.
All task types having
the Private flag
enabled and either
mapped to the source
object service request
or task manager, or
not mapped to any
source object.
Personal Mobile Field Service
(Store and Forward)
Laptop and Pocket
PC
S/A/R/U
CSF: Default Time Zone Source - Dispatch Center
Default time zone source for the Field Service Dispatch Center.
Corporate Time Zone,
User Time Zone
User Time Zone Field Service
Dispatch Center
S/A/R/U
CSF: Default Time Zone Source - Schedule Advice
Default time zone source for Schedule Advice.
Corporate Time Zone,
User Time Zone
User Time Zone Schedule Advice S/A/R/U
CSF: Default Unscheduled Task Status
This profile sets the default unscheduled task status when performing the unschedule
function in the Field Service Dispatch Center.
All Statuses In Planning Field Service
Dispatch Center
unschedule function
S/A/R/U
CSF: Default Working task status
This profile sets the default status for a parent task when any one of the child tasks is in
a working status.
All Statuses Working Field Service
Dispatch Center
S/A/R/U
CSF: Default "In planning" task status
Default status that is assigned to tasks that are set to "In planning" in the Field Service
Dispatch Center. This option is used in the Field Service Dispatch Center when the user
unschedules a task by using the unschedule functionality.
All Task Statuses In Planning Field Service
S/A/R/U
CSF: Display Arrival Departure Tasks in Gantt
This profile value determines whether to display the Arrival and Departure tasks in the
Gantt view of the Field Service Dispatch Center.
Yes and No Yes Field Service
Dispatch Center
Gantt chart
S/A/R/U
CSF: Display Label on Task
Determines whether label (Customer Name) on a task bar in Dispatch Center Gantt
chart is to be displayed.
Yes or No No Field Service
Dispatch Center
Gantt chart
S/A/R/U
CSF: Display Only Technicians in Dispatch Center
This profile determines if dispatchers and dispatcher groups are also displayed as
resources in the Plan Board, Scheduling Chart, and Map views of the Dispatch Center.
Dispatch Center Plan
Board, Gantt chart,
and Map views
S/A/R/U
If you leave the default value for the profile selected, all Dispatch Center views display
dispatchers and technicians assigned to territories without filtering based on assigned
roles. Set the profile to Yes to display only technician resources assigned to the Field
Service Representative role.
CSF: Display Shifts in Scheduling Results Gantt Chart
This profile controls if shift information is queried and displayed in the Gantt chart with
scheduling results. If set to NO, the Gantt chart won't display shift in the Schedule
Advice window.
Yes or No Yes Field Service
Dispatch Center
Gantt chart
S/A/R/U
CSF: Display Warning Messages in Dispatch Center
This profile determines whether to display all warning messages on field level
scheduling validations together in the List Messages window of the Dispatch Center or
individually as and when validation occurs.
Dispatch Center
S/A/R/U
CSF: eLocation Map data source name
The unique name that is given to the collection of data source parameters for the
eLocation map (for example csfmap). This option is passed to the Mapviewer to render
the Map. The name must be modified if any of the data source profile options change
and the map server can not be restarted.
Name CSFMAP Field Service
Dispatch Center Map
S/A/R/U
CSF: eLocation Map Enable Java Debugging
Optionally enable additional debugging output to the Java console for the eLocation
map.
Client side debugging will be enabled is set to Yes.
Yes and No No Field Service
Dispatch Center Map
S/A/R/U
CSF: eLocation Map High Latitude Coordinate
Do not change, high latitude coordinate of the last view area of the eLocation map.
Used for rendering the Map.
None Null Field Service
Dispatch Center Map
S/A/R/U
CSF: eLocation Map High Longitude Coordinate
Do not change, high longitude coordinate of the last view area of the eLocation map.
Dispatch Center Map
S/A/R/U
CSF: eLocation Map JDBC Driver Type
The JDBC driver type used to make a connection to the data source for the eLocation
map. The JDBC driver type is passed to the Mapviewer for rendering the Map.
None Thin Field Service
Dispatch Center Map
S/A/R/U
CSF: eLocation Map Last Used Service Area Number
Do not change, the identification number of the last viewed service area on the
eLocation map. Used for rendering the Map.
Number Null Field Service
Dispatch Center Map
S/A/R/U
CSF: eLocation Map Last Used Spatial Dataset
When a user in the Dispatch Center Map View selects the dataset and country to find
technician locations on Google Maps and perform accurate routing and trip
calculations, this profile stores these selections. This ensures that the next time the user
navigates to the Map view, it displays the last used spatial dataset.
None, NA (North
America), EU
(Europe), WM (World
Markets), and AU
(Australia)
None Field Service
Dispatch Center Map
S/A/R/U
CSF: eLocation Map Low Latitude Coordinate
Do not change, low latitude coordinate of the last view area of the eLocation map. Used
for rendering the Map.
Dispatch Center Map
S/A/R/U
CSF: eLocation Map low longitude coordinate
Do not change, low longitude coordinate of the last view area of the eLocation map.
Dispatch Center Map
S/A/R/U
CSF: eLocation Map Move Factor (between 0.1 and 1)
The fraction of the width or height by which the eLocation map view should be moved
when using the navigate buttons on the Map tab in the Field Service Dispatch Center.
Number between 0.1
and 1
0.85 Field Service
Dispatch Center Map
S/A/R/U
CSF: eLocation MapViewer URL
The profile dictates the mapviewer URL that is used for the eLocation map server.
None qapache.us.oracle.co
m
Field Service
Dispatch Center Map
S/A/R/U
CSF: Enable Alerts
Determines whether a technician receives Field Service alerts and notifications.
Yes and No No Notifications S/A/R/U
CSF: Enable Multi Dataset
This profile enables access to multiple spatial datasets in a single global instance for
Field Service execution and management spanning North America, Australia, Europe
and World Markets.
Dispatch Center
S/A/
CSF: Google Map Key
After you register for Google Maps from Google, Inc., you will enter the Registration
KEY in this profile. This will invoke the Google Map functionality in the Field Service
Dispatch Center and the Field Service Technician Portal.
If you set the value for this to Null, it invokes the eLocation Map in the Dispatch Center
and the Technician Portal to display tasks, technician locations, and technician trips on
the map.
Blank, Null Blank Google Maps S/A/R/U
CSF: Inventory Organization ID
Set the default Inventory Organization ID by selecting one from the list of values. When
the Field Service task is created in the Service Request window (not from a template)
the item on the service request is used along with this profile while creating the skills.
None Null Service Request
window
S/A/R/U
CSF: Location Finder Accuracy Level
This profile determines the minimum level of accuracy to which all addresses are to be
resolved. Based on this value, the Location Finder would try to resolve the addresses.
An address would be regarded as resolved if and only if the accuracy factor to which it
got resolved is equal to or more than the one required by the user.
Zip code or City level
accuracy, Street level
accuracy, and
Building number
level accuracy
Zip code or City level
accuracy
Scheduler S
CSF: Location Finder Installed
Value set to check if the location finder is installed. It is launched when a location for a
task is missing, see profile option CSR: Create location. When set to Yes, it resolves the
missing address using either available spatial data, Google Maps, or the eLocation map.
For more information on what it uses to find addresses, see Using Google Maps in the
Dispatch Center in the Oracle Field Service User Guide.
Yes and No Null Scheduler S/A
CSF: Maximum Tile Memory Size (in MB)
Maximum Memory in MB to be allocated for storing Tiles in Memory. Default allocated
memory size in MB, if the caching is turned on.
None 128 Scheduler/TD Server S/A/R/U
CSF: Override Task Skill Requirement for Rescheduling in Scheduling Chart
This profile determines if dispatchers can drag and drop tasks with skill constraints
when rescheduling.
Dispatch Center
Scheduling Chart
view
S/A/
CSF: Pass Scheduling Chart Context Date to Plan Board
This profile controls the maintainance of the date context when toggling from
Scheduling Chart view to Plan Board view. If the dispatcher clicks on a user task to
perform any action on the task including drag and drop rescheduling, the Dispatch
Center takes the start date of this task and displays tasks across resources for this date
when moving to the Plan Board view.
Yes and No Yes When toggling from
Dispatch Center
Scheduling Chart
view to Plan Board
view
S/A/R/U
CSF: PM Service Request Status
This profile determines the default Preventive Maintenance service request status. This
is used to default the service request status during PM service request generation.
All Service Request
Statuses
Null Service Request/Task
Generation program
S/A/R/U
CSF: PM Service Request Type
This profile determines the default Preventive Maintenance service request type. This is
used to default the service request type during PM service request generation.
All Service Request
Types
Null Service Request/Task
Generation program
S/A/R/U
CSF: PM SR Generation Last Run Date
This profile displays the Preventive Maintenance SR Generation last run date. This
value is set when the concurrent program is run. It will be used in the next iteration of
the program run.
Date Null Service Request/Task
Generation program
S
CSF: Scheduler Active
Profile that indicates if the Advanced Scheduler is active. Used to enable and disable
scheduling functionality.
Yes and No No
Field Service
Dispatch Center
Scheduler
S/U
CSF: Selection of Tasks for Auto Commit Tasks
Auto Commit Tasks uses this query when the parameter is not passed. Used by the
concurrent program to identify which tasks to commit.
Name of the query Commit Candidates Used as a parameter
for the Auto Commit
concurrent program
S/A/R/U
CSF: Service Debrief Default UOM for Labor
This profile sets the time unit of measure default value for reporting labor.
Minute, Hour, Day,
Week, Month,
Quarter, and Year
Hour
Field Service
Technician Portal
Debrief window
S/A/R/U
CSF: Service History Time Frame Number
This profile, combines with CSF: Service History Time Frame UOM to determine the
default amount of time for which you want to retrieve the service history. For example,
if you set 30 as the number and Days as the UOM, then the service history for the past
30 days is retrieved.
Number 1 Field Service History
window accessed
from the Field Service
Dispatch Center
S/A/R/U
CSF: Service History Time Frame UOM
This profile, combines with CSF: Service History Time Frame Number to determine the
default amount of time for which you want to retrieve the service history. For example,
if you set 30 as the number and Days as the UOM, then the service history for the past
30 days is retrieved.
UOM for Time Years Field Service History
window accessed
from the Field Service
Dispatch Center
S/A/R/U
CSF: Shift Task Address Source
This profile determines the default address source used by the Generate Trips
concurrent program.
Resource Default Trip
Location, Resource
Home Address,
Resource
Subinventory
Address
None Generate Trips S/A/R/U
CSF: Skill Level Match
This profile options sets the comparison type to be used to compare the skill level of a
resource and a task.
Equal To, Equal To or
Smaller Than, and
Equal To or Greater
Than
Equal To Scheduling S/A/R/U
CSF: Skip eLocation
This profile option controls the switching on and switching off of the eLocation service..
Yes and No No Scheduling and
managing tasks,
schedules, and
technician trips
S/A/
CSF: Task Signal Color
This enables you to specify a "signal" color to identify incorrect or incomplete data that's
displayed on the Plan Board or Gantt of the Dispatch Center. Colors are listed as RGB
values.
RGB Hexadecimal
Codes
R255, G000, B000
(value corresponds to
the red color)
Field Service
Dispatch Center Plan
Board and Gantt
chart
S/A/R/U
CSF: TDS Caching Activated
When this profile is enabled, caching will make sure that after a route is calculated, the
same route will be returned for all the next requests.
Yes and No No Scheduler/TD Server S/A/R/U
CSF: The unit of measure for hours
The setting of the unit of measure for hours must be entered and correspond with the
MTL_UNITS_OF_MEASURE. Used to default the UOM for time UOM of hour.
Sourced from
Inventory unit of
measures
HR (hour)
Debrief
Field Service
Dispatch Center
Mobile Field
Service Store and
Forward
Mobile Field
Service Wireless
S/A/R/U
CSF: The unit of measure for minutes
The setting of the unit of measure for minutes must be entered and correspond with the
MTL_UNITS_OF_MEASURE. Used to default the UOM for time UOM of minutes.
Sourced from
Inventory unit of
measures
MIN (minutes)
Debrief
Field Service
Dispatch Center
Mobile Field
Service Store and
Forward
Mobile Field
Service Wireless
S/A/R/U
CSF: Time Frame in Days for Advanced Find Query based on Task Creation Date
This profile value determines the time frame (backwards), till which tasks need to be
searched based on the query criteria provided in the Advanced Find Tasks window.
Dispatch Center
S/A/R/U
CSF: Update planned/scheduled times allowed
To define whether a service technician is enabled to change the planned or scheduled
times of the tasks they receive on their laptop device.
If set to No, then updates to scheduled and planned start and end date and time are not
allowed on Task Information page.
Yes and No No Laptop applications S/A/R
CSF: Use Custom Color Coding Scheme
Enables the use of a custom color coding scheme for tasks. If the value is No, this keeps
the standard seeded color coding scheme active.
Dispatch Center
S/A/R/U
CSF: Use eLocation Map
If set to Yes, it enables the eLocation Map for the map display within the Field Service
Dispatch Center. If set to No, and you are registered with Google Maps, it displays
addresses on the Google Map.
Dispatch Center
S/A/R/U
CSF: View scheduling results in Gantt chart
To view scheduling results in the Gantt chart set to Y (yes); set to N (no) if you want to
default to the table view.
Yes and No Yes If set to Yes, Gantt
will be displayed and
if set to No, the Table
will be displayed in
the Schedule Advice
window
S/A/R/U
CSFW: Technicians Schedulable Options
This profile determines the scheduler options that will appear for a technician when
scheduling a task using the Schedule Task page accessed from the Field Service
Technician Dashboard.
For more information on scheduling a task from the Field Service Technician
Dashboard, see Scheduling Tasks, Oracle Field Service User Guide and Creating and
Scheduling Follow-Up Tasks., Oracle Field Service User Guide
This profile option is also used by Oracle Mobile Field Service Wireless and Voice. For
more information, see Task Scheduling and Assignment section in the Implementing
the Wireless Option chapter in the Oracle Mobile Field Service Implementation Guide .
No Scheduling
Permission, Work On
It, Self Schedule, and
Window to Promise
Window to Promise If set to No
Scheduling
Permission or Work
On it, the scheduling
functionality will not
be available in the
Field Service
Technician
Dashboard.
If set to Self Schedule,
the Scheduler
Options that appear
in the Schedule Task
page are Intelligent
and Self Schedule.
If set to Window To
Promise, the
Scheduler Options
that appear in the
Schedule Task page
are Intelligent, Self
Schedule, and
Window To Promise.
S/A/R/U
CSFW: Update Schedulable Task
This profile option is used by the system in determining when the task assignment
status for a task can be modified by a dispatcher using the Field Service Dispatch
Center.
When this profile is set to No, changing the assignment status from a non-schedulable
status to a schedulable statusis not allowed.
When this profile is set to Yes, changing the assignment status from a non-schedulable
status to a schedulable statusis allowed.
For more information on how this profile option is used, see Maintaining the Task
Assignment Status for a Technician, Oracle Field Service User Guide.
Dispatch Center.
Updating the task
assignment status
value for a service
request and task.
S/A/R/U
CSP: Cancel Reason
This profile defines the reason code that is used when canceling an internal order. When
a task is cancelled the internal order is also cancelled where possible.
Cancellation Reason
Codes setup in Order
Management
Null Spares and Scheduler
Integration
S/A/R/U
CSP: Excess Parts Order Type
This profile option is used to define the type of internal order to use when the excess
returns order is automatically created. The recommended profile value is Intransit.
Order Types setup in
Order Management
Null Excess Lists window S/A/R/U
CSP: Include Alternates
Determines whether or not alternate parts should be included when checking
availability of parts.
Always, Never, Parts
Requirement Only,
Scheduler Only
Never
Parts
Requirement
window
Scheduler
S/A/R/U
CSP: Include Car Stock
Determines when, if ever, car stock should be included in availability calculations.
Requirement Only,
Scheduler Only
Always
Parts
Requirement
window
Scheduler
S/A/R/U
CSP: Move Order Intransit Subinventory
Use this profile option to set the default subinventory for move orders that are intransit.
Select from the list of values. Used to track intransit between subinventories.
None Null Move Order S
CSP: Order Type
This profile option is used to provide a default value for order type when creating
internal orders in the Scheduler integration. Used as the Default Order Type in the Parts
Requirement list of values and when creating internal orders in Mobile Field Service -
Wireless. Select from any valid order type in the list of values.
Order Types setup in
Order Management
Order Only
Spares and
Scheduler
Integration
Parts
Requirement
window
Mobile Field
Service - Wireless
S/A/R/U
CSP: Product Task History Threshold
This profile option is used to define the minimum number of tasks for Task Parts
history before Scheduler will use the automated version of Task Parts.
None 100 Spares and Scheduler
Integration
S/A/R/U
CSP: Purchasing Line Type
Sets the default purchasing line type for Spares Management. The line type is used
when creating a Purchasing requisition. Choose from the list of values.
Line Types setup in
Purchasing
Null Parts Requirement
window
S/A/R/U
CSP: Ship Complete
Defines whether parts need to be shipped from the same warehouse. Controls whether
parts can be shipped from multiple warehouses or must be shipped from a single
warehouse.
Yes and No Null Spares and Scheduler
Integration
S/A/R/U
CSP: Show non min-max planned items in subinventory stocklist
This profile determines whether non min-max planned items display in the Stocklist tab
in the Planner's Desktop.
Yes and No No Stocklist tab of the
Planner's Desktop
S/A/R/U
CSP: Usage Run Date
This profile displays the last run date of the Create Usage for ASL Recommendations
concurrent program. The program can search for new usage history since last run date.
None Null Create Usage for ASL
Recommendations
concurrent program
S
CSP: Use ATP For Parts
Determines when, if ever, ATP should be included in determining parts availability.
Requirement Only,
Scheduler Only
Always Spares and Scheduler
Integration
S/A/R/U
EDR: E-records and E-Signatures
Set to 'Yes' to enable E-records and E-Signatures functionality.
Technician Portal
S/A/R/U
21 CFR Part 11 Compliance C-1
C
21 CFR Part 11 Compliance
This appendix covers the following topics:
21 CFR Part 11 Overview
21 CFR Part 11 Overview
The Food and Drug Administration (FDA) protects the public health by regulating the
food and drug industries. In 1997, the FDA issued new regulations for quality systems
using computerized software in the FDA Code of Federal Regulations (CFR) Title 21
Part 11, otherwise known as 21 CFR Part 11. The regulations strive to assure that
computerized records are safe, secure, and as accurate as a paper based system.
According to 21 CFR Part 11, the software application's role in the data management
process is to guarantee and substantiate that the manufactured product data is
electronically captured, manipulated, extracted, and coded during the manufacturing of
the product. All subject data and definitional objects (metadata) must have a complete
audit trail.
In general, 21 CFR Part 11 describes the requirements that must be met when using
electronic records (e-records) and electronic signatures (e-signatures), but does not
describe where they are required. The FDA left the definition of where to use electronic
records and which signatures to apply as electronic signatures to the discretion of the
medical device manufacturers who use software applications as part of their quality
management system. The predicate rule used by the medical device manufacturers is
FDA 21 CFR Part 820. Oracle Field Service Applications enable electronic records and
signatures for certain business events (as described in this chapter), as well as give users
ways to choose which business events must meet 21 CFR Part 11 requirements, by using
the Oracle E-Records product. Refer to the Oracle E-Records Implementation Guide for
information on how to tailor Oracle E-Records to meet your needs.
Depending on the type of business event, an electronic signature is either online or
deferred. An online signature requires that you enter a valid signature before saving the
event or transaction.
Certain business events also include any attachment made to the business event object
C-2 Oracle Field Service Implementation Guide
in the e-record. For example, if a drawing depicting an engineering change is attached
to an engineering change order, you can review the drawing in the e-record for the
engineering change order.
The e-records and e-signatures (ERES) framework is a central tool designed to achieve
21 CFR Part 11 compliance for the necessary Oracle Applications business events. The
ERES framework uses common Oracle Applications components such as Oracle
Workflow business events, the XML Gateway, and others.
To enable electronic records and signatures for Oracle Field Service Applications, follow
the steps listed in Implementing E-Records, in the Oracle E-Records Implementation Guide.
Otherwise, no e-records or e-signatures are required.
Oracle Field Service Technician Portal
Oracle Field Service Administrator Portal
Index-1
Index
A
access hours, 8-28
after hours, 8-28
Auto Commit Tasks, 6-39
automated scheduling, 8-41
C
charges
service, 5-33
concurrent programs
high availability, 4-3
cross-task validation
setup, 5-29
D
dispatch center
setup, 6-58
E
elocation, 6-62
eLocation maps
GPS data, 6-69
E-records
overview, C-1
E-signatures
overview, C-1
G
Gantt view
See scheduling chart view
tasks
color coding, 6-60
Google maps, 6-66
GPS data, 6-69
GPS, 6-69
devices
assign, 6-71
download, 6-70
manage, 6-69
register, 6-71
resources, 6-71
purge data
by history days, 6-71
by period, 6-71
by resource type, 6-71
by territory, 6-71
device, 6-71
monitor purge submissions, 6-72
Purge GPS Location Feeds program, 6-71
resource, 6-71
vendor, 6-71
resource
path, 6-71
resources
assign, 6-71
start service, 6-70
status
mapping, 6-70
vendors
manage, 6-69
register, 6-70
Index-2
H
high availability
overview, 4-1
M
mapping responsibilities
overview, 4-2
maps
MapViewer, 6-62
Map view
setup, 6-65
tasks
color coding, 6-60
P
parent tasks, 8-25
R
resource setup
CRM Resource Manager, 5-8
HRMS, 5-8
responsibility
mapping, 4-3
route calculation
spatial data setup, 6-65
S
scheduler features
access hours, 8-25
after hours, 8-25
parent tasks, 8-25
scheduling
automated, 8-41
scheduling chart view
setup, 6-61
seeded
responsibilities, 4-2
service request
setup, 5-24
Setting Up Parts Search and Ordering Profile
Options, 7-50
spatial data
GPS, 6-69
Map view setup, 6-65
spreadtable
setup window, 6-60
T
task
charges, 5-24
setup, 5-24
See also task setup
solution, 5-24
task attributes
setup, 6-60
task owner
enforcement, 6-58
tasks
color coding, 6-60
owner enforcement, 6-58
task setup, 5-28
cross-task validation, 5-29
status transition rules, 5-29
tasks list table
attributes display, 6-60
setup, 6-60
task status transition
setup, 5-29
third party
resources
administrators, 6-32
create, 6-32
setup, 6-31
technicians, 6-33
time distance
modes, 8-34
setup, 8-33
U
user actions
support
high availability, 4-3

FS Implimentaion Guide r12

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Oracle Field Service

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Setup Setup access

Menu Tools Lock Query N users can do

Menu Navigate Schedule

Service Request Search service

Parts Search parts N Y

Debrief Capture debrief-

Contract View contracts N Y

Customer View customer

Install Base View install base

Spares Logistics Part Search

Field Service Dispatcher > Spares

Field Service Setup > Spares Management

Field Service Setup > Spares Management

Field Service Dispatcher > Spares

Field Service Administrator: Scheduler

Field Service Setup > Scheduler Setup

Field Service Administrator: Other >

System Administrator: Profile > Personal

Field Service Administrator: Spares

Field Service Dispatcher > Dispatch

Field Service Dispatcher > Dispatch

Field Service Administrator: CRM

CRM Resource Manager: Maintain

Field Service Administrator: Installed

Field Service Dispatcher > Service

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