Oracle Service Cloud/Field Service Cloud Reference ...communities.rightnow.com/files/9b3161f240/FieldServiceCloud... · 1 | ORACLE SERVICE CLOUD/FIELD SERVICE CLOUD REFERENCE INTEGRATION

Oracle Service Cloud/Field Service Cloud Reference Integration O R A C L E I M P L E M E N T A T I O N G U I D E | A U G U S T 2 0 1 5

1 | ORACLE SERVICE CLOUD/FIELD SERVICE CLOUD REFERENCE INTEGRATION IMPLEMENTATION GUIDE V1.0

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Table of Contents Overview 2

What can the Accelerator do? 3 Prerequisite Skills and Documentation 4 Uses Cases addressed in the Accelerator 6 Implementation Steps (detailed out in following sections) 6 Integration Process Flows 7

Oracle Service Cloud Configuration 8 Download GIT Source and Artifacts 8 Import and Deploy Custom Objects 8 Create Integration User 9 Create the required Configuration Settings 12 Compile, Import and Configure Add-Ins 15 Import and Configure Reports 21 Import and Configure Workspaces 25 Import PHP Endpoint and Supporting Pages 29 Configure Customer Portal Page 31

Oracle Field Service Cloud Configuration 33 Bucket Configuration (Resource Settings -> Resource & Bucket Info) 33 API Configuration 33 Business Rules 34 Capacity Categories 34 Link Templates 35 Message Scenarios 35 Notification Triggers 36 Outbound Configuration 37 Properties 38 Time Slots 38 Work Skills & Conditions 39 Work Zones 39

Setup and Ongoing Administration 41 Product Catalog and Inventory Types 41 Work Order and Activity Types 43 Data Mapping 50 Work Order Use Cases 64

Appendix: Field Service APIs 72 Capacity API 72 Inbound API 73

Glossary 77


Overview Service Cloud Accelerators are designed to demonstrate how an integration scenario could be built using the public

integration and extension capabilities of the Oracle Service Cloud (OSvC).

This Field Service (OFSC) Accelerator is provided to help customers and partners confidently leverage our platform

and proven design patterns to meet their own unique needs.

In the pages that follow, we document the detailed setup steps required to deploy the Accelerator solution and

present a commentary on the design we implemented to Integrate OSvC 15.2 + and OFSC 4.5.

This guide accompanies the downloadable Accelerator Package that contains the source code for the example add-

ins, workspaces, custom object definitions, reports, widget and other necessary components to setup and

demonstrate the MVP (Minimum Viable Product) integration presented here.

It is a starting point that shows how Oracle Service Cloud and Oracle Field Service Cloud can be connected to

create a value-added business process and user experience. An implementer must enter the documented

configurations and install the documented patches to create the MVP integration.

However, it is not meant to be a turnkey solution. Each customer’s implementation of Oracle Service Cloud and

Oracle Field Service Cloud is unique, and each customer has different needs that have led them to implement

customizations that support their unique business requirements. While the steps in this document describe how to

connect a non-customized Oracle Service Cloud instance to a non-customized Oracle Field Service Cloud instance,

they could be combined with other customizations that have already been applied to a customer’s instances.

If you have not received the source code please obtain it here:

http://www-content.oracle.com/technetwork/indexes/samplecode/accelerator-osvc-2525361.html

Although the code delivered through the Accelerator Program has been developed thoughtfully, you should test and

review it thoroughly in your own environment to ensure it meets your specific goals, including security and

scalability.

http://www-content.oracle.com/technetwork/indexes/samplecode/accelerator-osvc-2525361.html


What can the Accelerator do?

Capability Highlights:

» Service Agents

» View all Service Work Orders for a Contact

» View all Service Work Orders for a Service

Requests

» Create Service Work Orders for a Service

Requests which create corresponding Activities in

Oracle Field Service Cloud

» Book, Schedule, Update, Cancel and Reschedule

Work Orders/Activities

» Field Service Agents

» Assign/Schedule Resources to Activities

» Update and track work against Activities which

updates corresponding Work Order in Service

» End Consumers

» View Work Orders associated to Service Requests

Key Benefits:

» Ability for Service Agents to create, update and manage

Service Work Orders which automatically create

corresponding Field Service Activities that allow customer

work to be scheduled

» Ability for Service Agents to Cancel, Reschedule and

Update Work Orders/Activities

Figure 1: Field Service Accelerator Overview


Prerequisite Skills and Documentation

In order to fully evaluate and successfully implement a solution based on this Accelerator your team should be

familiar with C#, PHP, web services and the following Oracle Service Cloud (OSvC) and Oracle Field Service Cloud

(OFSC) technologies and documentation:

Oracle Service Cloud

Oracle Service Cloud (OSvC) Version February 2015 (15.2) or later

Custom Objects, Reports, Configuration Settings https://documentation.custhelp.com/euf/assets/docs/february2015/olh/ww

help/wwhimpl/js/html/wwhelp.htm

Customer Portal http://documentation.custhelp.com/euf/assets/docs/february2015/olh/wwh

elp/wwhimpl/js/html/wwhelp.htm?context=crm&topic=developer_guide

Agent Desktop Add-in Framework http://documentation.custhelp.com/euf/assets/devdocs/february2015/Con

nect_AddIn_Framework/Default.htm

Connect Web Services for SOAP http://documentation.custhelp.com/euf/assets/devdocs/february2015/Con

nect_Web_Services_for_SOAP/Default.htm

Connect PHP API http://documentation.custhelp.com/euf/assets/devdocs/february2015/Con

nect_PHP/Default.htm

Oracle Field Service Cloud

Oracle Field Service Cloud (OFSC) Version 15.2 or later

Capacity SDK

Inbound SDK

Outbound SDK

3rd Party Development

Microsoft Visual Studio (version 2012 or greater) www.microsoftstore.com/Visual_Studio

ASP.NET(version 4.0 or greater) http://www.asp.net/

ASP.NET MVC (4.0 or greater) (Only required if developer using Microsoft Visual Studio to compile Add-

Ins does not have “system.web.helpers.dll” on their computer)

The document is intended for integrators configuring Oracle Field Service as well as and administrators working on

integration of OSvC with OFSC via the accelerator.

Common Terms and Acronyms (please see the appendix for a more exhaustive list)

Platform Acronym / term Definition

Oracle Service

Cloud

OSvC Oracle Service Cloud (OSvC) is a SAAS based solution that makes it possible for

customers to better understand their customers and quickly deliver the right

answers at the right time through preferred service channels and devices.

Oracle Field Service

Cloud

OFSC Oracle Field Service Cloud (OFSC) is a SAAS based solution that is built on time-

based, self-learning, and predictive technology, empowering customers to solve

business problems while evolving their field service organization.

OSvC Customer Portal (CP) Service Cloud Customer Portal is a framework for building the end user pages on

https://documentation.custhelp.com/euf/assets/docs/february2015/olh/wwhelp/wwhimpl/js/html/wwhelp.htm






























http://documentation.custhelp.com/euf/assets/docs/february2015/olh/wwhelp/wwhimpl/js/html/wwhelp.htm?context=crm&topic=developer_guide








































http://documentation.custhelp.com/euf/assets/devdocs/february2015/Connect_AddIn_Framework/Default.htm


























http://documentation.custhelp.com/euf/assets/devdocs/february2015/Connect_Web_Services_for_SOAP/Default.htm






























http://documentation.custhelp.com/euf/assets/devdocs/february2015/Connect_PHP/Default.htm


























your Service Cloud site. http://Rightnow.com/developer-documentation-Customer-

Portal

OSvC CP Widget A widget is an encapsulated part of a page within the OSvC Customer Portal that

serves a specific purpose. Within CP, pages are made up of several widgets (e.g.,

navigation, search, reports, etc.)

OSvC Connect Web Services

for SOAP (CWSS)

A SOAP 1.1 compatible API based on the Connect Common Object Model.

http://community.Rightnow.com/developer/fileexchange/Connect_Web_Services_f

or_SOAP_February_2011/Default.htm

OSvC Connect PHP (CPHP) A PHP API based on the Connect Common Object Model. This can only be used

from PHP code running on a RN server. http://Rightnow.com/developer-

documentation-Connect-PHP

OSvC Managed API A managed API will be backward compatible and provide “like-for-like” functionality

when upgrading. Some examples of managed APIs are APIs built on CCOM

(CWSS, CPHP, etc), Desktop Add-In Framework, and Customer Portal.

OSvC Add-In Framework Service Cloud Desktop Add-in Framework is a framework for creating components

which can interact with the Service Cloud desktop application. These components

are built in .Net and can interact in various locations within the application

including workspaces, dashboards and the navigation set.

Documentation: http://Rightnow.com/developer-documentation-Connect-Add-In-

Framework

OSvC OSvC Site A “site” is a collection of interfaces that have shared data (most commonly

answers). A site has ONE database that the interfaces share. The version of

Service Cloud CX being used is tied to the site, so all interfaces on the site will be

running the same version of Service Cloud CX.

OSvC Custom Business Objects

(CBO)

The ability to create “custom business objects” was added in the November 2011

release of RN CX. This feature provides the ability to create custom objects in the

RN CX system. These objects are fully integrated into RN CX. They are available

via the Connect Web Services (CWS)

This replaces custom tables, custom schema, and custom APIs to interact with the

custom tables. Custom tables should not be used. If a situation arises where they

are required, an exception from the ARC (Architecture Review Committee) will be

required.

Documentation: http://crm.Rightnow.com/app/answers/detail/a_id/4185

OSvC Work Order The OSvC entity that represents the information about the order received by the

Client from the Customer.

OSvC Work Order Type A customer configuration specific attribute which is associated with skills and other

specifics within OFSC.

OSvC Product Catalog The Product Catalog in OSvC is used to define products that are used in Sales

Opportunities and to create Assets which can be registered by customers,

associated to Incidents and sent to Field Service as part of the Work Order.

OSvC Work Order Area Location where a Work Order is to take place as defined by zip codes and

configuration within OFSC,

OFSC Capacity API SOAP-based application program interface which enables request and set quota,

queries for used and available capacity for a specific time-slot/worktype/day or list

of them

OFSC Inbound API SOAP-based application program interface which enables creation and updates of

activities within OFSC.

OFSC Outbound API SOAP-based application program interface which enables updates to external

system related to changes that have occurred in activity-based information in

OFSC.

OFSC Activity Time spent performing work by a mobile employee that includes customer-facing,

a break in work day (lunch break, truck maintenance) or any non-customer related

work.

OFSC Activity Type A key field used in OFSC for identifying work categories for the purpose of

identifying performance patterns and managing work skill conditions.

http://rightnow.com/developer-documentation-Customer-Portal













http://community.rightnow.com/developer/fileexchange/Connect_Web_Services_for_SOAP_February_2011/Default.htm




























http://rightnow.com/developer-documentation-Connect-PHP













http://rightnow.com/developer-documentation-Connect-Add-In-Framework

















http://crm.rightnow.com/app/answers/detail/a_id/4185




















OFSC Inventory A list of items managed within OFSC and can include various inventory pools as

well as serialized and non-serialized parts. See Inventory Pools, Trunk stock, Non-

serialized Inventory , and Serialized Inventory for more information.

OFSC Quota Bucket An OFSC entity that defines the amount of work (per work skill and time slot) that

company can perform for a specific area (bucket in TOA) for a specific day.

Uses Cases addressed in the Accelerator

This release of the Field Service Accelerator addresses the following use cases:

» As a Service Agent, I can create Work Orders and request an available date and time slot for an Incident

through OSvC Desktop which will automatically create an Activity in OFSC.

» As a Service Agent, I can create Work Orders for an Incident through OSvC Desktop which will create an

Activity in OFSC and automatically assign a date and time slot based on the OSvC Resolution Due.

» As a Service Agent, I can create Work Orders for an Incident and request an override for an unavailable date

and time slot through OSvC Desktop.

» As an OSvC user assigned a profile with Override permissions set, I can request a date and time slot for a

Work Order that is unavailable.

Implementation Steps (detailed out in following sections) 1. Download source code: https://github.com/oracle/Accelerators

2. Create OSvC user to use in OFSC Outbound API

3. OSvC: Create configuration settings

4. OSvC: Import and deploy Custom Objects

5. OSvC: Import Add-Ins

6. OSvC: Import Reports

7. OSvC: Import and configure Workspaces

8. OSvC: Deploy ofsc_int_v1.php and supporting files

9. OFSC: Mapping Overview

10. OFSC: Fully Company Setting Configuration with particular focus on:

» Activity Types

» Inventory Types

» Outbound message configuration

11. Create/Sync OSvC Work Order Types with OFSC Activity Types

12. Create/Sync OSvC Product Catalog with OFSC Inventory Types

https://github.com/oracle/Accelerators


Integration Process Flows

OSvC: Service Agent creates and manages Work Order:

Figure 2: Flow to create Work Order in OSvC and Activity in OFSC.

OFSC: Dispatcher and Field Service Rep assign and manage Activity:

Figure 3: Flow for OFSC Outbound call and confirmation by OSvC.


Oracle Service Cloud Configuration Log in to the CX Agent Desktop with Administrative permissions to perform the configuration. The following sections

will guide you through the OSvC setup:

Download GIT Source and Artifacts 1. Download the source code from: https://github.com/oracle/Accelerators

2. Click on “ofsc_cp_src.zip” to get the CP widget and save to your local drive

3. Click on “ofsc_cx_src.zip” to get the CX Add-in Source, Custom Objects, Workspaces and Reports and save to

your local drive

4. Click on “ofsc_outbound_endpoint_src.zip” to get the php endpoint and supporting files and save to your local

drive

Import and Deploy Custom Objects

The following steps guide you through the import and deployment of the following Custom Objects:

» TOA: Work_Order

» TOA: Work_Order_Type

» TOA: WO_Type_Inventory

» TOA: Override_Request

» TOA: Reminder_Time

1. Extract the “ofsc_cx_src.zip” file

2. From within OSvC CX Desktop, click on Configuration -> Database -> Object Designer

3. Click on the “Import” button in the ribbon

4. Select the zip file “Field Service Custom Objects.zip” within “toa\cx\imports\custom objects\” from the archive

extract

5. After “Save”, you need to deploy the definition by clicking on “Deploy” button on the ribbon area. Select

“Deploy immediately” and wait for the deployment process to be finished before performing any other operation

or changes

https://github.com/oracle/Accelerators


Figure 4: Custom objects after import

Create Integration User

To enable the outbound api calls from Field Service to Service, a user must be created in Service and the

credentials stored in Field Service. The Field Service configuration section will guide you through setting the

credentials that are created following the steps below. For security, it is highly recommended to create a user with

minimal permissions that is only used for the integration. The user credentials are stored in a protected

administrative page in Fields Service, however, since the credentials are stored in clear text in Field Service,

following the steps below will ensure if someone does try to login to the CX desktop using these credentials, they will

not have access to any data or administrative functions. The following will create a profile and user that has access

to authenticate through SOAP API or logging into the CX desktop. However, if the user logs into CX desktop, they

will not have a navigation set and no access to customize the navigation. The user can access through SOAP API.

In either case, they only have permissions to read and update Work Orders so they will not have permissions to

update any other objects.

1. From within OSvC CX Desktop, click on Configuration -> Staff Management -> Profiles

2. Click on “New” in the ribbon to create a new Profile

3. Set the following:

» Name the Profile “Field Services Integration”

» Check the “Access” checkbox for the default Interface

» Navigation Set leave blank

» Customize Navigation Sets leave unchecked

4. In the following tabs, leave all unchanged:

» Workspaces / Workflows


» Add-Ins

» Deployment

» Other

Figure 5: Profile Setup

5. In the Permissions tab, only check “Account Authentication” under “Public SOAP API”

Figure 6: Profile Permissions -> Administration

6. In the following tabs, leave all unchecked:

» Organizations

» Contacts

» Service

» Opportunities

» Outlook Integration


» Outreach

» Feedback

» Tasks

7. In the Custom Objects tab, only check the Read and Update for the Work_Order custom object

Figure 7: Profile Permissions -> Custom Objects

8. Click on the “Analytics” tab in the ribbon and leave everything unchecked:

Figure 8: Profile Analytics settings


9. Click “Save & Close” in the ribbon

10. Click on Configuration -> Staff Management -> Staff Accounts by Profile

11. Click on “New” in the ribbon to create a new User

12. Set the following fields

User Name: fs_int

Click Change Password and create a secure password

Uncheck “Password Expires”

Uncheck “Force Password Change”

Uncheck “Invalidate Password”

First Name: Field Service

Last Name: Integration

Display Name: fs_int

Profile: “Field Service Integration”

Group: “Integration”

Default Currency: <select a currency>

Default Country: <select a country>

Figure 9: Account Details


Create the required Configuration Settings

The following steps guide you through the creation of the Custom Configuration Settings:

» CUSTOM_CFG_FS_Accel_Integrations


1. From within OSvC CX Desktop, click on Configuration -> Site Configuration -> Configuration Settings

2. Click on “Cancel” in the search window.

3. Click on “New” in the ribbon and click on “Text” to create a new text type custom configuration setting with the

following settings:

» Key: CUSTOM_CFG_FS_Accel_Integrations

» Data Type: Text

» Type: Site

» Required: No

» Folder: Custom

» Default:

{

"rnt_host":"<Oracle Service Cloud Site>",

"integration":

{

"server_type":"Field_Service",

"fs_base_url":"< Field Service url to login",

"username":"soap",

"password": "<Field Service soap password>",

"company_name":"<Field Service company name>",

"fallback_id":"<leave blank>",

"FSServiceTimeout": 30000,

"inbound_api_url" : "OFSC Inbound API URL",

"capacity_api_url" : " OFSC Capacity API URL ",

"activity_api_url" : " OFSC Activity API URL ",

"history_api_url" : " OFSC History API URL”,

"red_quota_cutoff" : "30",

"green_quota_cutoff" : "80",

"valid_ipv4_hosts": "<customer to requires IP range from Field Service Support and enter>"

}

}

» Maximum Length: 300000

» Pattern: <leave blank>


Figure 10: JSON file location and details

Below is an example of an updated configuration string with each parameter highlighted that will need to be

completed for the Accelerator to work.

.{

"rnt_host":"toa-integration-pr4.pr.rightnow.com",

"integration":

{

"server_type":"Field_Service",

"fs_base_url":"https://demo.etadirect.com",

"username":"soap",

"password": "ad4Mekr4g5",

"company_name":"sample1234.demo",

"fallback_id":"12345",

"FSServiceTimeout": 30000,

"inbound_api_url" : "https://demo.etadirect.com/soap/inbound/",

"capacity_api_url" : "https://demo.etadirect.com/soap/capacity/",

"activity_api_url" : "https://demo.etadirect.com/soap/activity/v2/",

"history_api_url" : "https://demo.etadirect.com/soap/history/",

"red_quota_cutoff" : "30",

"green_quota_cutoff" : "80"",

"valid_ipv4_hosts" : "72.46.246.0/24,66.77.248.0/24"

}

}

NOTE: All fields are required in CUSTOM_CFG_FS_Accel_Integrations custom configuration setting, EMPTY

string of any field will result into incorrect configuration and show error message “FS Integration Configuration


Verb is not set or is incorrect” in Message Box. The “valid_ipv4_hosts” or "valid_ipv6_hosts" is used to add

additional security so the incoming SOAP calls will only be accepted if they come from a Field Service instance.

The “agentauthenticator.php” file contains the code that will verify the incoming SOAP call originates from a

valid IP that falls within the range entered. If the range is not entered correctly, the SOAP call from Field

Service will fail and return an “Authentication Failed” error message. At this time, Field Service only supports

ipv4; however, the code is already in place to support ipv6 when Field Service adds support. The correct

format for ipv6 would be: "valid_ipv6_hosts" : "21DA:00D3:0000:2F3B::/64, 21DA:00D3:0000:2F2B::/64". It is

highly recommended to utilize the IP Range to help secure the integration. To receive the valid IP Range for

our Field Service instance, please submit a help ticket to the Field Service help desk requesting the IP Range

for your instance.


Compile, Import and Configure Add-Ins

The following steps guide you through the compile, import and configuration of the following Add-Ins:

» Oracle.RightNow.Toa.Client: This add-in acts as a client for other add-in, its responsibility is to connect to

other systems (RightNow and ETADirect) and invoke appropriate API’s and retrieve responses.

» Oracle.RightNow.Toa.MonthlyViewSchedulerAddIn: This add-in provides the functionality of the Scheduler to

book a Work Order.

» Oracle.RightNow.Toa.WorkOrderAddIn: This is the add-in which invokes/leverages functionality of all other

add-ins. It allows users to create and update Work Orders.

» Oracle.RightNow.Toa.WorkOrderAreaAddIn: This add-in updates the Contact Area of a Work Order. Work

Order Area is dynamically populated from the buckets configured in ETADirect.

» TestServices: This is C#.Net console project which could help to test OSvC Public SOAP API and OFSC

Public SOAP API without deploying Add-ins. “App.config” can be used to provide credentials.

1. Extract the ofsc_cx_src..zip file

2. Start Visual Studio

3. Click on “File -> Open -> Project/Solution”


Figure 11: Open a project in Microsoft Visual Studio

4. Select the “OracleRightNowToa.sln” file within “/toa/cx/projects” from the “ofsc_cx_src.zip” extract and click on

“Open”


5. Click on “Build -> Configuration Manager…”

Figure 12: Use Microsoft Visual Studio to build

6. From the “Active solution configuration”, select “Release”

7. Click on “Close”

8. In the “Solution Explorer”, expand the “Oracle.RightNow.Toa.Client” project folder


9. Under the “Oracle.RightNow.Toa.Client” project folder, expand the “References” folder

Figure 13: Location of References folder in Microsoft Visual Studio


10. Click on “System.Web.Helpers” and in the “Properties” window, change “Copy Local” property to “True”

Figure 14: Location and settings to add System.Web.Helpers as downloaded content

11. Click on “Build -> Build Solution” to compile all the Add-Ins

12. When the build has completed, you should see “Build succeeded” in the bottom left of Visual Studio

13. Using Windows File Manager, go to “toa/cs/projects/Oracle.RightNow.Toa.Client/bin/Release”

14. Create a zip file named “Oracle.RightNow.Toa.Client.zip” which contains the following two files:

Oracle.RightNow.Toa.Client.dll, System.Web.Helpers.dll and

15. From within OSvC CX Desktop, click on Configuration -> Site Configuration -> Add-In Manager

16. Click on the “New” button in the ribbon

17. Change the drop down list in the bottom right from “Add-In Files (*.dll)” to “Compressed Add-In Files (*.zip)”


18. Select the “Oracle.RightNow.Toa.Client.zip” within “/toa/cx/projects/Oracle.RightNow.Toa.Client/bin/Release/”

and click on “Open”

Figure 15: Select the right .zip file

19. Click on the “Profile Access” button in the ribbon

20. Click on the “Apply All” button in the ribbon

21. Click on the “Save” button in the ribbon


23. Select the “Oracle.RightNow.Toa.MonthlyViewSchedulerAddIn.dll” within

“/toa/cx/projects/Oracle.RightNow.Toa.MonthlyViewSchedulerAddIn/bin/Release/”and click on “Open”





28. Select the “Oracle.RightNow.Toa.WorkOrderAddIn.dll” within

“/toa/cx/projects/Oracle.RightNow.Toa.WorkOrderAddIn/bin/Release/” and click on “Open”





33. Select the “Oracle.RightNow.Toa.WorkOrderAreaAddIn.dll” within

“/toa/cx/projects/Oracle.RightNow.Toa.WorkOrderAreaAddIn/bin/Release/” and click on “Open”



36. Click on the “Save & Close” button in the ribbon

37. Close and Exit Visual Studio


Import and Configure Reports

The following steps guide you through the import and setting validation for the following reports:

» Contact Incident Work Order

» Incident Work Order

» Override Account Search

» Work Order Primary Asset

» Work Order Required Inventory

» Work Order Type

» Work Order Type Inventory

» My Override Work Order Requests

» CP Incident Work Order

1. Click on the Analytics icon in the Navigation Panel

2. Click on the Reports explorer

3. Create the following new folders and subfolders:

» Accelerator/Field Service

4. Click on the “New Report” button in the ribbon

5. Click on “Import Existing Report Definition” in the New Report window

6. Select the “Contact Incident Work Order.xml” file within “/toa/cx/imports/Reports” from the “ofsc_cx_src.zip”

extract and click on “Open”

NB: An error message will occur if you have not first deployed the custom objects before importing the reports

(see above section “Import and Deploy Custom Objects).

7. Verify the following commands are enabled for the report by clicking on the “Records” button in the “Properties”

section in the ribbon.

Figure 16: Find the “Records” button in the Properties section of the ribbon

8. After clicking on the “Records” button in the “Properties” section in the ribbon, all other should be unchecked:

» Work Order: Open


9. Set the following parameters at the bottom of the Customize Record Commands window:

» Level: Grid Report

» Default Record: Work Order

» Default Action: Open

Figure 17: Example of proper configuration for Contact Incident Work Order

10. Click “Save & Close” button in the ribbon

11. Name the report “Contact Incident Work Order” and save the report in the “Accelerator/Field Service” folder



14. Select the “Incident Work Order.xml” file within “/toa/cx/imports/Reports” from the “ofsc_cx_src.zip” extract and

click on “Open”

15. Verify the following commands are enabled for the report by click on the “Records” button in the “Properties”

section in the ribbon, all other should be unchecked:

» Work Order: New

» Work Order: Open






18. Name the report “Incident Work Order” and save the report in the “Accelerator/Field Service” folder



21. Select the “My Override Work Order Requests.xml” file within “/toa/cx/imports/Reports” from the

“ofsc_cx_src.zip” extract and click on “Open”




» Work Order: Open






25. Name the report “My Override Work Order Requests” and save the report in the “Accelerator/Field Service”

folder



28. Select the “Work Order Primary Asset.xml” file within “/toa/cx/imports/Reports” from the “ofsc_cx_src.zip”


29. Click on the “Records” button in the “Properties” section in the ribbon, all commands should be unchecked



» Default Record: <leave blank>

» Default Action: <leave blank>


32. Name the report “Work Order Primary Asset” and save the report in the “Accelerator/Field Service” folder



35. Select the “Work Order Required Inventory.xml” file within “/toa/cx/imports/Reports” from the “ofsc_cx_src.zip”





» Default Record: <leave blank>

» Default Action: <leave blank>


39. Name the report “Work Order Required Inventory” and save the report in the “Accelerator/Field Service” folder



42. Select the “Work Order Type Inventory.xml” file within “/toa/cx/imports/Reports” from the “ofsc_cx_src.zip”




» WO Type Inventory: New

» WO Type Inventory: Open

» WO Type Inventory: Open Separately

» WO Type Inventory: Copy

» WO Type Inventory: Delete




» Default Record: WO Type Inventory



46. Name the report “Work Order Type Inventory” and save the report in the “Accelerator/Field Service” folder



49. Select the “Work Order Type.xml” file within “/toa/cx/imports/Reports” from the “ofsc_cx_src.zip” extract and

click on “Open”



» Work Order Type: New

» Work Order Type: Open

» Work Order Type: Open Separately

» Work Order Type: Copy

» Work Order Type: Delete



» Default Record: Work Order Type



53. Name the report “Work Order Type” and save the report in the “Accelerator/Field Service” folder



56. Select the “Override Account Search.xml” file within “/toa/cx/imports/Reports” from the “ofsc_cx_src.zip” extract




59. Name the report “Override Account Search” and save the report in the “Accelerator/Field Service” folder


Figure 18: Field Service Reports properly configured

Import and Configure Workspaces

The following steps guide you through the import and setting validation for the following Workspaces:

» Field Service: Contact FS

» Field Service: Incident FS

» Field Service: Work Order

» Field Service: Work Order Type

» Field Service: Work Order Type Inventory

1. From within OSvC CX Desktop, click on Configuration -> Application Appearance -> Workspaces / Workflows

2. Create the following new folders:

» Accelerator/Field Service

3. Click on the “New Workspace” button in the ribbon

4. Click on “Import Workspace from an Exported Workspace File” in the New Workspace window

5. Click “Next” in the Import Workspace Wizard

6. Select the “Contact FS.xml” file within “ofsc_cx_src/toa/cx/imports/Workspaces” from the “ofsc_cx_src.zip”


7. Click “Next” to accept the Workspace Definition File

8. Accept the Workspace Type and click “Next”

» Initial Type is set to “Map To Type”

» Contact is set to “Contact”

9. Click “Finish” to complete the Contact FS workspace import

10. Update the following Report Control:


Work Orders tab: select the report control, click on “Report” in the ribbon and select “Accelerator/Field

Service/Contact Incident Work Order”

Figure 19: Add Report to the workspace

11. Click “Save & Close”, select Folder = “Accelerator/Field Service”, Name = “Contact FS” and click on OK




15. Select the “Incident FS.xml” file within “/toa/cx/imports/Workspaces” from the “ofsc_cx_src.zip” extract and click

on “Open”



» Incident is set to “Incident”


18. Click “Finish” to complete the Incident FS workspace import


» Work Orders tab: select the report control, click on “Report” in the ribbon and select “Accelerator/Field

Service/Incident Work Order”

20. Click “Save & Close”, select Folder = “Accelerator/Field Service”, Name = “Incident FS” and click on OK




24. Select the “Work Order.xml” file within “ofsc_cx_src/toa/cx/imports/Workspaces” from the “ofsc_cx_src.zip”





» TOA.Work_Order is set to “Work Order”


» Package: TOA; Record Type: Work_Order; Map To Record Type: Work Order (TOA$Work_Order)

» Package: TOA; Record Type: Work_Order_Type; Map To Record Type: Work Order

(TOA$Work_Order_Type)

27. Click “Finish” to complete the Work Order workspace import

28. Update the following Report Controls:

» Schedule tab: select the “Override Assigned To” field, click on “Search Report” in the ribbon and select

“Accelerator/Field Service/Override Account Search”

» Assets tab: select the report control, click on “Report” in the ribbon and select “Accelerator/Field

Service/Work Order Primary Asset”

» Inventory tab: select the report control, click on “Report” in the ribbon and select “Accelerator/Field

Service/Work Order Required Inventory”

29. Click “Save & Close”, select Folder = “Accelerator/Field Service”, Name = “Work Order” and click on OK




33. Select the “Work Order Type.xml” file within “/toa/cx/imports/Workspaces” from the “ofsc_cx_src.zip” extract



» Initial Type: TOA.Work_Order_type; Map To Type: Work Order Type


36. Click “Finish” to complete the Work Order Type workspace import


» Required Inventory tab: select the report control, click on “Report” in the ribbon and select “Accelerator/Field

Service/Work Order Type Inventory”

38. Click “Save & Close”, select Folder = “Accelerator/Field Service”, Name = “Work Order Type” and click on OK




42. Select the “Work Order Type Inventory.xml” file within “/toa/cx/imports/Workspaces” from the “ofsc_cx_src.zip”




45. Click “Finish” to complete the Work Order Type Inventory workspace import

46. Click “Save & Close”, select Folder = “Accelerator/Field Service”, Name = “Work Order Type Inventory” and

click on OK


Figure 20: Field Service Workspaces after importing.


Import PHP Endpoint and Supporting Pages

The Oracle Service endpoint allows the Field Service Outbound API to call the custom endpoint to update Work

Orders when Notification Triggers are fired based on the following conditions:

» New Field Service Activity is added, created from Inbound API when Work Order created in Service

» Field Service Activity is moved

» Field Service Activity is started

» Field Service Activity is completed

» Field Service Activity is suspended

» Field Service Activity is cancelled

» Field Service Activity is not done

The following pages are required for the PHP endpoint to work. No modifications are required unless the default

field mappings need to be modified.

» ofsc_int_v1.php: This file contains the code which is the main entry point for all HTTP outbound(originating

from ETADirect to RightNow) requests. It initializes the ToaSOAPController and also defines the

‘OFSC_ROOT‘ Path. This Path should point to the ROOT deployment folder.

» toasoapcontroller.php: This file contains the code for the SOAP Controller(class ToaSOAPController).

ToaSOAPController handles all requests for the outbound WSDL and SOAP request. The method

‘handleSOAPRequest’ in the class ToaSOAPController is the entry point for all HTTP and SOAP request.

ToaSOAPController currently implements on ‘send_message_request’ from the Field Service’s outbound

WSDL. It contains code for following functionalities:

SOAP Request Parsing

Initializing Work Order model

Initializing AgentAuthenticator model

Response creation(for SOAP and HTTP)

Exposing outbound WSDL

» agentauthenticator.php: This file contains code for authenticating each SOAP Request. It logs failure and

successful authentication. It also initializes ConnectPHP API.

» workorder.php: This file contains code for updating a specific(single) Work Order. It is the model class for

Work Order custom object. It invokes ConnectPHP API’s for updating the Work Order. It also contains

business validations for some fields.

» xtree.php: This is an external library used for parsing SOAP payload. It is recommended not to do any

changes to this library. If any changes are to be done please contact Oracle for newer versions and features.

» toa_outbound_client_wsdl.php: This file contains the WSDL definitions of the outbound API supported by this

endpoint. Please change this file only when the there is an issue with endpoint URL or changes to outbound

API.

The following steps guide you through the setup of the php endpoint which is called from the Field Service Outbound

API to send Work Order updates from Field Service to Service. For more information about each of the php pages,

please see additional documentation in the Appendix.

1. Extract the “ofsc_outbound_endpoint_src.zip” file

2. From within OSvC CX Desktop, click on Configuration -> Site Configuration -> File Manager


3. In the “Switch to” drop down list, select “custom scripts”

Figure 21: Reference location and proper “Switch to” setting

4. Click on “Browse”

5. Select the file “ofsc_int_v1.php”” within “ofsc_outbound_endpoint_src\toa\scripts\custom\php\” from the archive

extract

6. Click on “Open” to upload the file

7. Repeat steps 4 - 6 for the following files:

» agentauthenticator.php

» itoalog.php

» ofsc_int_v1.php

» toa_outbound_client_wsdl.php

» toadefaultlog.php

» toalogservice.php

» toasoapcontroller.php

» workorder.php

» xtree.php


Figure 22: PHP endpoint files properly imported

Configure Customer Portal Page

To display the list of Work Orders associated to an Incident in Customer Portal, you can choose one of the following

two options:

Upload the included modified detail.php file from the extracted file at “\TOA Integration\Accelerator

Artifacts\Build93\toa\scripts\cp\development\views\pages\account\questions”

Modify the existing detail detail.php file by adding the following section:

<h2 class="rn_HeadingBar">Work Orders</h2>

<div>

<rn:widget path="reports/Grid" report_id="<Id for CP Incident Work Order> "/>

</div>


Figure 23: Customer portal configuration and relationship of Incident Work Order


Oracle Field Service Cloud Configuration Oracle Field Service is highly configurable and should be performed by a person familiar with the product. The

below details are there as an overview of the unique configuration steps they should consider around an

implementation with an accelerator.

This configuration process goes through company settings from top to bottom to explain configuration settings

needed to work with the OSvC Accelerator “out of the box”. Please note…customer requirements will vary and

changes will almost inevitably need to be made to the draft code; however, the below settings enable OFSC to work

with the Accelerator as initially available.

Bucket Configuration (Resource Settings -> Resource & Bucket Info)

To access the Bucket Configuration, from within Field Service, click on “Resource Settings ->Resource & Bucket

Info”. A few configuration points to keep in mind when setting up a bucket:

» The External ID will be the visible “work order area” in OSvC

» Ensure quota management is turned on

» Time slots are pulled by bucket & capacity categories (not by activity type) so ensure that all activity types

within a each capacity category and bucket have consistent time slot options

» Minimum of one month quota needs to be loaded

» Date format: use mm/dd/yy format

API Configuration

To access the API configuration, from within Field Service, click on “Company Settings ->API Configuration”.

Review the mapping spreadsheet (plus any changes necessary) to be sure the API settings are configured for

appropriate access (read or read/write). Although not an exhaustive list, it is wise to go through the field mapping

and reference all of the properties in column B within OFSC to ensure that their API Configuration settings are

properly configured. The below example walks through how to use the field mapping spreadsheet as a reference for

API configuration for “appt_number”

Figure 24: Reference for configuring the API settings for each property from mapping spreadsheet

Figure 25: Correlating reference in OFSC configuration for API settings


Figure 26: Property configuration verification

Business Rules To access Business Rules, from within Field Service, click on “Company Settings->Business Rules”. The Inbound

API format the accelerator was configured to work with is “Free Post code”.

Figure 27: Properly configured ZIP code format for accelerator

Capacity Categories

To access Capacity Categories, from within Field Service, click on “Company Settings->Capacity Categories”.

» Quota-based Booking: OFSC supports direct assignment of an activity to a specific resource; however, the

accelerator is focused on a quota basis (related to “bucket” aka “work order area”). In order to provide

“available time” the accelerator must provide enough information from the OSvC interface to OFSC for

OFSC to resolve which bucket (aka “work order area”), which activity type, and which capacity category is

being specified in order to provide capacity information.

» No Overlapping Work Skills: OFSC provides flexible options around configuring work skills across multiple

capacity categories. However, the accelerator does not natively map the capacity category between

systems and, for this reason, the work skills either needs to be in a 1:1 relationship (i.e.: not duplicated)


between capacity categories OR an additional field should be mapped that allows a user to select the

capacity category direction or criteria that will allow logic to resolve which capacity category should be

referenced for quota.

» Capacity Category Configuration: It can be easy to forget after creating capacity categories (Company

Settings -> Capacity Categories) that they must also be associated at the resource level (Resource Settings

-> Resource & Bucket Info ->…scroll down to “Quota Management” section and add “Capacity Categories”)

and also be associated with Time Slots (Company Settings -> Time Slots). Each of these areas acts as a

filter.

Link Templates

To access Link Templates, from within Field Service, click on “Company Settings->Link Templates”. There is no “link

object” configured as part of the accelerator. OFSC has two different processes for managing activity relationships

depending on the customer’s needs. For customers who need this functionality, a selection on which of the two

processes a customer would like to use and a custom object in OSvC as well as mapping needs to be added.

Login Policies (Company Settings -> Login Policies)

Login policies will be based on the availability OSvC single sign on protocols that are expected to be in OSvC

release 15.5.

Message Scenarios

To access Message Scenarios, from within Field Service, click on “Company Settings->Message Scenarios”. Below

is the Message Scenario we support in the Accelerator. This can be modified to meet your requirements:

<username>Use the user credential created during Create Integration User step</username>

<password> Use the user credential created during Create Integration User step </password>

<appt_number>{appt_number}</appt_number>

<customer_number>{customer_number}</customer_number>

<aid>{aid}</aid>

<cphone>{cphone}</cphone>

<cemail>{cemail}</cemail>

<ccell>{ccell}</ccell>

<time_slot>{activity_time_slot}</time_slot>

<date>{date}</date>

<astatus>{astatus}</astatus>

<end_time>{activity_end_time}</end_time>

<eta_end_time>{activity_start_time}</eta_end_time>

<ETA>{ETA}</ETA>

<delivery_window_start>{activity_delivery_window_start}</delivery_window_start>

<delivery_window_end>{activity_delivery_window_end}</delivery_window_end>

<pname>{destination_resource_name}</pname>

<travel>{activity_traveling_time}</travel>

<duration>{activity_duration}</duration>

<XA_ACTIVITY_NOTES>{pr_XA_ACTIVITY_NOTES}</XA_ACTIVITY_NOTES>

The additional notes are important to keep in mind when configuring message scenarios:

Testing & Timing: It is critical that the code used in the Message Scenario be carefully tested before any updates to

production are made. Timing is very important in the communication loop between OFSC Outbound and the PHP


page and, for this reason, there is neither code checking nor key verification for Outbound message scenarios

coming into the PHP page. To add this checking and verification functionality would create a slight delay for every

update send from OFSC to the PHP endpoint. Because of this, it is especially critical that code be properly formed

and that key fields are always passed between the systems.

OFSC Over-Writes OSvC: When a Message Scenario arrives from OFSC to the PHP page, it is considered the

most accurate and up to date information available. As such, the configuration is set so that OFSC over-writes its

mapped value already existing within OSvC. Also, for all non-key fields, if a no value is provided from Oracle Field

Service Cloud then the PHP page creates a “null value” and over-writes any value existing in OSvC. An example of

a time when no value is provided is the {ETA} variable before assignment has occurred (no value is assigned to that

variable within the OFSC engine and a null value is assigned by the PHP page when the empty value arrives in the

message scenario body.

Notification Triggers

To access Notification Triggers, from within Field Service, click on “Company Settings->Notification Triggers”. There

are many different notification trigger options within OFSC. The notification Triggers that are part of the accelerator

include:

» Add

» Start

» Complete

» Cancel

» Not done

» Move Activity

With each Notification trigger, a message scenario can be associated with it.

Figure 28: Notification Trigger setting example


Outbound Configuration

To access Outbound Configuration, from within Field Service, click on “Company Settings->Outbound

Configuration”. Outbound settings can be performed in the OFSC GUI. First you should identify the <site url> and

the <interface>

<site url>: From within the OSvC environment, find the <site url> address by going to File -> Links -> and “>End-

user”. Acquire the <site url> by removing the “https://” and include everything up to and include “.com”

Figure 29: <site-url> location and example

<interface>: From within the OSvC environment, find the <interface> by going to Site Configuration -> Interfaces

and copy the “Display Name” and use that for the <interface> (see image below)

Figure 30: <interface> location and example


Set Up Outbound Configuration:

» Submethod: RN

» Port : 443

» Host: <site url> (example: toa-integration-pr4.pr.rightnow.com)

» Port: 443

» URL Path: (example: /cgi-bin/toa_integration_pr4.cfg/php/custom/ofsc_int_v1.php)

» WSDL URL (example: https://toa-integration-pr4.pr.rightnow.com/cgi-

bin/toa_integration_pr4.cfg/php/custom/ofsc_int_v1.php?wsdl)

» Bulk Size: This varies by customer environment. For questions, please consult OFSC Outbound SDK.

Figure 31: OFSC Outbound Configuration example

Properties

To access Properties, from within Field Service, click on “Company Settings->Properties”. See the data mapping

section for field mapping details. Customer data mapping requirements will vary but the fields and properties

included in the spreadsheet should be referenced in your implementation. Because not all “blank environments” are

truly “blank”…its worth going through the spreadsheet to identify which properties already exist and which ones

need to be added.

Time Slots

To access Time Slots, from within Field Service, click on “Company Settings->Time Slots”. OFSC is the “master” of

time slots. There is no “time slot object” built in OSvC to mimic the options in OFSC. Data about time slots and


availability is parsed from the Capacity API call and then returned in the Inbound API call. Details about which time

slot are chosen are included on the Work Order Object.

Because OFSC is the “master” and because closed quota results in zero information about time slots, there is an

assumption that time slots do not change for each activity type. If it is important to change time slots for an activity

type while in production, then the recommendation is to make that change in the middle of a month and to test the

effects of closing quota in a non-production environment to ensure that the expected results in the quota calendar

are achieved.

Work Skills & Conditions

To access Work Skills & Conditions, from within Field Service, click on “Company Settings->Work Skills &

Conditions”. When the Scheduler Add-In within OSvC calls OFSC for information about quota, the query is based on

activity types. For this reason, it is essential that work skill conditions be properly set up. The accelerator is

configured to accept only work skill conditions that do NOT overlap (you cannot have the same work skill in two

different groups).

Figure 32: Work Skill Conditions configuration example

Work Zones

To access Work Zones, from within Field Service, click on “Company Settings->Work Zone Dictionary”. This could

be based on a number of fields/properties in OFSC; however, for the accelerator zip codes are the “work zone key”.

This can be changed in OFSC in the Work Zone Dictionary and updated in the add-in as well as the Work Order

workspace rules which are expecting zip code and activity type to provide the two, essential components to acquire

available quota.


1. Set Work Zone Dictionary (Zip in OFSC correlates to “Postal Code” in the accelerator) and associate work zone

names with zip codes. The image below shows 5-digit work zip codes; however, they can be as long as 9

digits.

Figure 33: Work Zone Dictionary properly configured

2. With Work Zone Dictionary configured, associate each “bucket” with work zone names (from the Work Zone

Dictionary) under main menu item “Resource Settings” -> “Resource Work Zones”

Figure 34: Resource Settings properly configured with Work Zone details

3. Configure Bucket Name and External ID. Note…the External ID will be parsed and made visible in the Work

Order Location Add-In so make sure that the value for External ID will make sense to a CSR. The value for

“Name” is the value that will appear in the Field Service resource tree.

Figure 35: Location and example of External ID and Resource Name


Setup and Ongoing Administration Both Oracle Service and Field Service have additional required administration, however, the following sections

review the administration specific to setting up and supporting this integration. Please see the other sections and

additional help documentation for general administration.

Product Catalog and Inventory Types

For the Integration between Oracle Service and Field Service, the Product Catalog in Service will need to be kept in

sync with the Inventory Types in Field Service. The key fields between the two that are used in the Inbound and

Outbound web service calls are:

» Field Service Inventory Type: InventoryType.Label

» Service Product Catalog: Product Catalog.Id

Field Service Cloud Inventory Types

To access Field Service Inventory Types, login to Oracle Field Service Cloud, and click on “Company Settings ->

Inventory Types”. To add Inventory Types:

1. Click on “Add New”

2. Enter the following fields:

» Label: Field used to sync with Oracle Service and needs to be unique

» Active: Check box to make Active

» Non Serialized: Check box to make Active. If a product is non-serialized, it can only be associated with a

customer’s assets in a 1:1 relationship unless a “quantity” field is mapped specifically for non-serialized

products.

» Model Property: Select “Model (Inventory Model)”

» Name: Give a descriptive name of the product for each language used

Figure 36: Example of Inventory type configuration

3. Click on “Save” to save the new Inventory Type

4. Repeat steps 1 - 3 to add all Inventory Types

5. After creating all Inventory Types, you need review the list then recreate each of these in Oracle Service Cloud:


Figure 37: Example of Inventory Types configured properly

Service Cloud Product Catalog

To access Service Product Catalog, login to Service Cloud with a user that has the appropriate access to Product

Catalog in the Configuration. The following steps guide you through creating and editing the Products in Product

Catalog:.

1. From within OSvC CX Desktop, click on Configuration -> Opportunity Tracking -> Product Catalog

2. Click on “New” in the ribbon to create a new Product

3. Enter the appropriate information based on the Field Service Inventory Type, to sync with Field Service, the Id

must equal the Field Service Label:

» Product Name: Descriptive name which does not have to match Inventory Type Name in Field Service but

should be similar

» Id: Key field which must match the Field Service Inventory Type Label

» Serialized: Identifies if a product is serialized or non-serialized, does not have to match the Field Service

Inventory Type Non Serialized option but should. If the “Serialized” option in Service is checked, the “Non

Serialized” option should be unchecked. If the “Serialized” option in Service is unchecked, the “Non

Serialized” option should be checked.

» Service Catalog: Allows the product to show up for Assets as a Serviceable product so should be checked.


Figure 38: Correlation between ID in OSvC and Label in OFSC

4. Click on “Save” in the ribbon to save the new Product

5. Repeat steps 2 - 4 to add all Products

6. Click on “Save & Close” to complete

Work Order and Activity Types

For the Integration between Oracle Service and Field Service, the Work Order Types, which is a custom object in

Service, will need to be kept in sync with the Activity Types in Field Service. The key fields between the two that are

used in the Inbound and Outbound web service calls are:

» Field Service Activity Type: Activity Type.ID

» Service Work Order Type: Work_Order_Type.Wo_Type_Code

Field Service Cloud Activity Types

To access Field Service Activity Types, login to Oracle Field Service Cloud, and click on “Company Settings ->

Activity Types”. The only Activity Types used in the integration are in the Custom Group. To add Activity Types:

1. Click on “Add Activity Type”

2. Under “Activity type info”, for the “Group” option, select “Customer”

3. Under “Features”, ensure the following Options are selected by checking the appropriate box, if any of these

are not selected based on your business requirements, modifications may need to be made in Oracle Service

cloud to prevent errors from occurring:


» Allow creation in buckets

» Allow reschedule

» Support of not-ordered activities

» Allow non-scheduled

» Support of work zones

» Support of work skills

» Support of time slots

» Support of inventory

» Calculate travel

» Define duration manually

» Allow to create from Incoming interface

» Support of required inventory

4. Complete the additional options for “Activity type info”

5. Complete the additional options for “Available time slots”

6. Choose the “Color schemes”


Figure 39: Example of Activity Details properly configured (although most settings are flexible based on customer needs)


After creating all Activity Types, you need review the list then recreate each of these in Oracle Service Cloud:

Figure 40: Activity Types properly configured…note the ID field that is the key for the accelerator

Service Cloud Work Order Types

To access Service Work Order Types, login to Service Cloud with a user that has the appropriate access to Work

Order Type Custom Object. The following steps guide you through creating and editing the Work Order Types:.

1. Click on Analytics and Open Report Explorer

2. In the “Accelerator -> Field Service” folder, Open the “Work Order Type” report

3. Click on “New” in the ribbon to create a new Work Order Type

4. Enter the appropriate information based on the Field Service Activity Type, to sync with Field Service, the

WO_Type_Code must equal the Field Service ID:

» Labels: Descriptive name which does not have to match Activity Type Name in Field Service but should be

similar

» Wo_Type_Code: Key field which must match the Field Service Activity Type ID

» Manual Duration: Flag that will trigger the Manual Duration field to be visible when creating a Work Order,

this should also match the “Define duration manually” option for the corresponding Field Service Activity

Type.

Service Work Order Type “Manual Duration” option set to “Yes: and Field Service Activity Type “Define

duration manually” Not Checked = Manual duration passed to Field Service will be ignored

Service Work Order Type “Manual Duration” option set to “No” and Field Service Activity Type “Define

duration manually” Checked = Manual duration not passed to Field Service and create will fail since Field

Service expects a manual duration number

Service Work Order Type “Manual Duration” option set to “No” and Field Service Activity Type “Define

duration manually” Not Checked = Manual duration not passed to Field Service and duration assigned by

Field Service

Service Work Order Type “Manual Duration” option set to “Yes” and Field Service Activity Type “Define

duration manually” Checked = Manual duration passed to Field Service and duration set on new Activity

» Manual Duration Default: The default number of minutes that the type of work will take to complete. This

number is displayed on the Work Order when the “Manual Duration” is set to “Yes” for the Work Order Type

selected.

» Display Order: The order the Work Order Types will be displayed in the menu list on the Work Order.


Figure 41: Correlation between WO Type Code (in OSvC) and Activity ID (in OFSC)

-

Next steps are to add Required Inventory to the Work Order Type which will pass the inventory over to Field

Service as part of the Field Service Activity creates and update. Before adding Required Inventory to the Work

Order Type, the previous section “Product Catalog and Inventory Types” must be completed.

5. In the “Required Inventory” tab, click on “Add New”


6. Complete the following fields:

» Work Order Type: Defaults based on Work Order Type being created/edited

» Product: Select from drop down list which is populated by Product Catalog

» Model: Not required, general information to pass to Field Service

» Quantity: the number or amount required (i.e.. 1 Line Set)

» Unit: Additional information pertaining to the Quantity field (i.e.. qty, ounces, feet, etc)

Figure 42: Example of Work Order Inventory properly configured

7. Click on “Save & Close” in the ribbon

8. Repeat steps 1 - 3 to add all Required Inventory

Updating Oracle Service Cloud from Oracle Field Service

OFSC offers flexibility in both trigger notification as well as Outbound Message scenarios. A full list of Notification

triggers is available under company settings -> notification triggers. Additional triggers are not possible without a

product change; however, the existing triggers currently support a broad range of customer requirements.

Message scenarios, on the other hand, are completely flexible. For any event that triggers a notification scenario,

there can be inner and outer steps for the associated message scenarios. For every property that needs to be

updated from OFSC in OSvC, that can be added. The steps in the process are:


1. Create custom property in OFSC. Notice the prefix “XA” which is a convention used by many people who

configure OFSC so that the custom properties can be quickly filtered.

Figure 43: Example of new OFSC custom property properly created

2. Add to Outbound message scenario. (Custom objects in OFSC have special prefixes that are important in the

Outbound key and configuring OFSC should reference the Outbound Messaging SDK documentation or

contact support for any help needed configuring the keys within the message scenarios.) Notice the prefix “pr”

which is used for String fields. For other field types (enumeration or integer) check the Outbound SDK.

Figure 44: Example of new OFSC custom property included in Message Scenario body


Figure 45: Update flow for OFSC Outbound API call to OSvC PHP endpoint with response

Data Mapping

The Accelerator has the following fields mapped between Oracle Service and Oracle Sales:

Field Service

APIs

Format Service

Custom Objects

KEY appt_number varchar(40) Appointment

Number Id

KEY customer_number varchar(40) Customer

Number Contact

cmessagetime int(11)

customer's

reminder

notification

time

Remind

er_Tim

e

cphone phone

language

used in

customer IVR

or Portal

Contact

_Phone

cemail email customer

email

Contact

_Email

ccell phone

Customer's

cell phone

number

Contact

_Mobile

_Phone

cname text customer's

name Contact

contact

s.c_id

full_

nam

e

caddress text Address Contact

_Street

ccity text

Customer's

city of

residence

Contact

_City

czip text

customer's

zip code

(postal code)

Contact

_Postal

_Code

cstate text

state of the

customer's

residence

Contact

_Provin

ce_Stat

e


Field Service

APIs

Format Service

Custom Objects

time_slot text Reference

time slot

WO_Ti

me_Slo

t

sla_window_end string

Service

Window End

time

Resolut

ion_Du

e

aworktype Enum

Activity /

Workorder

type

WO_Ty

pe

work_o

rder_ty

pe.id

wo_

type

_co

de

date YYYY-MM-

DD date of slot

WO_Da

te

astatus

enum('delet

ed',

'cancelled',

'complete',

'suspended'

, 'started',

'pending',

'notdone')

astatus WO_St

atus

end_time time end_time End_Ti

me

eta_end_time time

start-end time

(both in one

field)

Start_E

nd_Tim

e

ETA datetime ETA ETA

aid int(11) aid Externa

l_ID

delivery_window_st

art time

delivery

window start

Deliver

y_Wind

ow_Sta

rt

delivery_window_e

nd time

delivery

window end

Deliver

y_Wind

ow_En

d

pname text resource

name

Resour

ce

travel smallint(5)

unsigned travel

Travel_

Time

auto_routed_to_dat

e date

auto_routed_

to_date

Auto_R

outed_

Date

atime_of_booking datetime atime_of_boo

king

Booked

_Time

auto_routed_to_pro

vider_name

mediumint(9

) unsigned

auto_routed_

to_provider_i

d

Auto_R

outed_

Resour

ce

XA_CASE_NOTES string (blob) Case notes Case_

Note

XA_ACTIVITY_NO

TES string (blob)

Field service

notes

Field_S

ervice_

Note


Field Service

APIs

Format Service

Custom Objects

duration int(11)

unsigned Duration

Duratio

n

invsn varchar(32)

Inventory

Serial

Number

Asset

assets.

asset_i

d

seri

al_n

umb

er

invtype_label int(11)

unsigned

Type of

Inventory

Item

Asset

assets.

asset_i

d

prod

uct_

id

product_

catalog.

product_

id

id

invsn varchar(32)

Inventory

Serial

Number

Id

work_o

rder_a

ssets.

work_o

rder

ass

et

assets.a

sset_id

seri

al_n

umb

er

invtype_label int(11)

unsigned

Type of

Inventory

Item

Id

work_o

rder_a

ssets.

work_o

rder

ass

et

assets.a

sset_id

prod

uct_

id

product_

catalog.

product_

id

id

invtype_label varchar(32)

Type of

Required

Inventory

Item

WO_Ty

pe

wo_typ

e_inve

ntory.w

ork_or

der_ty

pe

prod

uct

product_

catalog.

product_

id

id

inventory_model varchar(32)

Required

Inventory

model.

WO_Ty

pe

wo_typ

e_inve

ntory.w

ork_or

der_ty

pe

mod

el

quantity int

Number of

required

inventories

required for

the activity.

WO_Ty

pe

wo_typ

e_inve

ntory.w

ork_or

der_ty

pe

qua

ntity

Contacat

Organization,

No Sync

Organiz

ation

Incident

Reference

Number, No

Sync

Incident

Work Order

Area, No

Sync

WO_Ar

ea

Reason for

Canceling,

No Sync

Cancel

_Reaso

n

Reason for

Rescheduling

, No Sync

Resche

dule_R

eason


From Oracle Service Cloud to Oracle Field Service Cloud

Field Service

Inbound API Service

Custom Objects KEY appt_number Id

KEY customer_number Contact

cmessagetime Reminder_Time

cphone Contact_Phone

cemail Contact_Email

ccell Contact_Mobile_Phone

cname Contact contacts.c_id

caddress Contact_Street

ccity Contact_City

czip Contact_Postal_Code

cstate Contact_Province_State

time_slot WO_Time_Slot

sla_window_end Resolution_Due

aworktype WO_Type work_order_type.id

date WO_Date

astatus WO_Status

XA_CASE_NOTES Case_Note

duration Duration

invsn Asset assets.asset_id

invtype_label Asset assets.asset_id

invsn work_order_assets.work_order

invtype_label work_order_assets.work_order

invtype_label WO_Type wo_type_inventory.work_order_type

inventory_model WO_Type wo_type_inventory.work_order_type

quantity WO_Type wo_type_inventory.work_order_type

From Oracle Field Service Cloud to Oracle Service Cloud

Field Service

Outbound API

Service

Work Order Custom Object

KEY appt_number Id

KEY customer_number Contact

cphone Contact_Phone

cemail Contact_Email

ccell Contact_Mobile_Phone

time_slot WO_Time_Slot

date WO_Date

astatus WO_Status

end_time End_Time

eta_end_time Start_End_Time

ETA ETA

aid External_ID


Field Service

Outbound API

Service

Work Order Custom Object

delivery_window_start Delivery_Window_Start

delivery_window_end Delivery_Window_End

pname Resource

travel Travel_Time

auto_routed_to_date Auto_Routed_Date

auto_routed_to_provider_name Auto_Routed_Resource

XA_ACTIVITY_NOTES Field_Service_Note

duration Duration

The following sections walk through adding a new custom field in Service and custom Property in Field Service and

mapping these so updates will flow from Service to Sales and Sales to Service.

Oracle Field Service Cloud Configuration

1. Create Property

» Company Settings -> Properties -> Add “x” Property (where x is string, enumeration, integer, or file)

» Add property details (below example is String Property with name and label added). Take note of the Entity

this custom property is associated with (here: “activity”) as this will be needed later. Note: Using XA as a

prefix for custom properties is a convention within OFSC so that the custom properties can be quickly filtered

for support and troubleshooting processes.

Figure 46: Custom property properly created

2. Update API Configuration for new property (set

» Company Settings -> API Configuration -> Check “soap_API” under profiles and then select “Layout” (see

screenshot below)


Figure 47: Location of API Profile configuration settings

» Select the appropriate Context, Entity, and Interface. The original Accelerator configuration uses the

Inbound Interface and the property will be associated with an entity (see above screenshot on property

creation and the entity listed is “activity”)

Figure 48: Location of Structure settings for OFSC API configuration

» Select Structure and scroll down to bottom to find select “Click to Add”

» Type in the property name and select the new custom property.

Figure 49: Example of adding custom property to OFSC


» Select “Add New Visibility” and choose the direction of the visibility (read or read/write).

» Recalculate structure (don’t forget this step!)

3. Add to Message Scenario (if this property should be included in the OFSC Outbound call)

» Company Settings -> Message Scenarios

» Find the scenarios’ name where you want to add the property and click on the “steps” link

» Go to the “modify” link in the actions column

» In the pop-up go to the Patterns tab and see the body content on the right-hand side

» Within the body, add the PHP pages reference name in XML format with the property name (the key for the

variable to be pulled from OFSC) in curly braces. Note...for message scenarios, custom properties need an

additional prefix based on the information sent. To receive the value within the custom property use “pr_” to

send the enumerated value (and not the string) use “pr[num]_”.

» Update the message scenario

Figure 50: Message scenario updated in the OFSC to incorporate the new custom property.

4. Create the custom field in OSvC.

» Go to Configuration -> Database -> Object Designer and select TOA to see the custom objects associated

with the Accelerator (custom objects may include Override_Request; Reminder_Time; Work_Order;

Work_Order_Type; and WO_Type_Inventory).

» Select the Work_Order custom object

» Select “Add New Field” and create the appropriate type of field (this example will use a Text, or string, field

type)

» Add the field name and label. Notice that the “Label” in OSvC is the ‘user-friendly and readable name that is

not referenced by the API or system configuration’ while in OFSC the “Label” is the ‘API reference able name

that might be hard to use in a GUI’.

» With the Name and Label created, save the new custom field.


Figure 51: Location and example of where to add a custom property in OSvC

» Deploy the object (from the button in the ribbon).

Figure 52: Example of what Deploy message looks like (note the “Deploy Immediately” box is checked)


5. Update the toasoapcontroller.php (NB: the process used below requires no IDEs...for multiple additions an

integrator might prefer to perform these tasks in Visual Studio and then upload the files).

» Go to Site Configuration -> File Manager ->

» Use the drop down “Switch to” and select “Custom Scripts”

» Select “toasoapcontroller.php” (this will set the value in OSvC to what comes from OFSC Outbound)

Figure 53: Steps and example for where and how to access the PHP scripts

» Two sections to update in this file (both sets).

look for the following line and add a new line with the new variables:

o $workOrder->setOSvC_VARIABLE($messages->body->OFSC_VARIABLE->_[‘value’]);

look for the following line and add a new line with the new variables:

o $workOrder->setOSvC_Variable($val->body->OFSC_VARIABLE->_[‘value’]);


Figure 54: Example of PHP code and where the OSvC and OFSC variables are added

» Save file after both additions have been made.

6. Update the workorder.php page (still within Site Configuration -> File Manager)

» Select workorder.php

Figure 55: Location of the workorder.php file


» Four areas to change

Create the object as a private object within the Work Order class.

o Add a new object: “private $OSvC_Variable;”

Set function (see screenshot below)

Get functions (see screenshot below)

Figure 56: Location and example of the get & set functions in the PHP code and where the additional field is added

Update the statement that updates the Work Order object (see screenshot for details)


Figure 57: Example of PHP code which updated the Work Order object and where the new field should be added

7. Update Work Order Workspace to include new field (if needed)

» Application Appearance -> Workspaces / Workflows

» From within file structure, select Accelerator -> Field Service -> Work Order

Figure 58: Location of Work Order Workspace


» Drag and drop the new custom field into the workspace (see screenshot below)

Figure 59: Drag and drop new custom field into Workspace

» Save & Close the Workspace


8. Update the Oracle.RightNow.Toa.WorkOrderAddIn.dll to enable OSvC to send property via OFSC Inbound API

» From within Visual Studio, select Oracle.RightNow.Toa.WorkOrderAddIn

» Select ViewModel -> ViewModel.cs

» Search for similar field (example is to look for other custom properties starting with “XA_”

» Add new property value (see screenshot below)

Figure 60: Location and example code addition within Visual Studio for the Work Order Add In

» Save File within Visual Studio

» Recompile by going to Build -> Build Solution

» Back in OSvC go to Site Configuration -> Add-In Manager

» Select Oracle.RightNow.Toa.WorkOrderAddIn.dll and hit Update in the Ribbon.


Figure 61: Location of Work Order Add In and update button

» Select the path for Visual Studio File previously edited and click on “Open”

» Save & Close the Add-In Manager

» Log out of OSvC and then Log back in to pull the updated Add-In into the client

Work Order Use Cases

The following use cases are cases supported by this accelerator:

» Create a Work Order which does not include a selected date and time slot but does include an SLA

Resolution Due from the Incident and the Activity creates in Field Service when saved

» Create a Work Order with a date and time slot selected in Service, manual duration not required and the

Activity creates in Field Service

» Create a Work Order with a date and time slot selected in Service, manual duration required and the Activity

creates in Field Service

» Create a Work Order with an override requested, date and time slot selected in Service and the Activity

creates in Field Service

» Create a Work Order with an override requested, date and time slot not selected in Service and the Activity

not created in Field Service


.

Utilize SLA Resolution Due

For companies utilizing Service Level Agreements (SLAs) in Oracle Service, the calculated SLA Resolution Due can

be used to have Oracle Field Service automatically assign a data and time slot. If an SLA has a Resolution Time

defined in the Response Requirements or if no SLA is assigned but the Interface Default Response Requirements

has a Resolution Time defined, the date and time will be automatically calculated on the incident. When a Work

Order is created, the Resolution Due is pre-populated from the Incident. After selecting the Work Order Type and

populating all required fields, Save the Work Order and it will be sent to Oracle Field Service and an Activity will be

created as a Non-scheduled Activity. For this to work, ensure the corresponding Activity Type in Field Service has

the “Support of not-ordered activities” property checked.

Before following the steps below to test out utilizing the SLA Resolution Due to have a date and time slot assigned

by Field Service let’s first review how the SLA Resolution Due is calculated. The SLA Resolution Due automatic

calculation was released in the Service February 2015 release. This calculation is based on the two scenarios:

» Default Response Requirements for the current Interface has a value for “Resolution Time (Minutes)” greater

than 0

Figure 62: Resolution time location and example within OSvC


» Response Requirements associated to the SLA assigned to the Incident, has a value for “Resolution Time

(Minutes)” greater than 0

Figure 63: Correlation between support type and resolution time

1. Select a contact

2. From the Incident tab, create an Incident for the Contact

3. Either select an SLA Instance assigned to the Contact or use the Interface default Response Requirements

4. Save the Incident

5. Go to the Work Order tab


6. Click on “Add New” to create a Work Order

Figure 64: Location of Add New button for creating new Work Order


7. The following fields will be defaulted:

» Incident: Incident subject

» Incident Ref#: Incident Reference Number

» Contact: Incident Contact

» Organization: Contact Organization

» Email: Contact Email

» Phone: Contact Home Phone

» Mobile Phone: Contact Mobile Phone

» Street: Contact Street

» City: Contact City

» Province/State: Contact State/Province

» Postal Code: Contact Postal Code

» Assets Tab Primary Asset: Incident Asset

Figure 65: Work Order Workspace with Work Order Type highlighted

If any of the required fields are not populated on the Contact record, the fields will need to be manually

populated on the Work Order. The Email, Phone, Mobile Phone, Street, City, Province/State and Postal Code

can be changed on the Work Order but the Contact record will not be updated. The changes will only apply the

specific Work Order and nothing else.

8. Select the appropriate “Work Order Type” from the drop down list


9. Update the following fields as appropriate:

» Case Note: Any notes to share with the assigned Field Service

» Reminder Time: Select from drop down list the time in minutes a reminder should be sent to the customer

» Email

» Phone

» Mobile Phone

» Street

» City

» Province/State

» Postal Code

Figure 66: Work Order Workspace including manual Duration

10. Select the “Work Order Area” which is based on the “Postal Code”

Select date and time slot, manual duration not required

For companies with a quota-based process, this is the default process for booking & scheduling. After creating an

incident and selecting a Work Order Area and Work Order Type, a CSR views available quota in the scheduler

(those slots that have green and yellow shading) and selects a time slot that is both acceptable to the end customer

as well as available. Duration is estimated by OFSC and no manager override or SLA is associated with the Work

Order.


Select date and time slot, manual duration not required

After creating an incident and selecting a Work Order Area and Work Order Type, a CSR views available quota in

the scheduler (those slots that have green and yellow shading) and selects a time slot that is both acceptable to the

end customer as well as available. Duration is provided by a default by pulling from the Work Order Type custom

object that is part of the OFSC & OSvC accelerator and can be manually edited by the CSR.

There are three scenarios when manual duration is typically required.

» Greatly varied work order durations with a new implementation: OFSC requires a work order type to be

performed 7 times to establish baseline duration. That statistic gets progressively more accurate and

individually specific over time; however, for a brand new implementation there is only one default time

available system-wide. Customers may choose to have manual duration turned on for the first week or two

after “go live” especially when their work order types vary substantially in duration and a single “default” time

will cause a significant operational challenge in the first days.

» Highly uniform environments: In some highly uniform environments (sometimes driven by union

requirements), creating a performance pattern profile is not allowed. In these situations, default duration is

needed and supported through the accelerator.

» Outside systems estimate duration more accurately: This is a rare occurrence. Typically, outside systems

can provide “statistical keys” which OFSC can use as calculation references. Before using an outside

system for duration accuracy, an OFSC configuration expert should be consulted to ensure that this is the

best process to use.

Override requested, date and time slot selected


the scheduler (those slots that have green and yellow shading) and selects a time slot that is NOT the end

customer’s first preference but still acceptable. The Work Order is sent to OFSC and an activity is created while, at

the same time, a manager override request is created. With no response or a rejection by the manager, the Work

Order will maintain the original date and time slot.

From the manager profile (or one with access to the override workspace), an override can be accepted or rejected.

If the manager accepts the request and changes the time, then when the updated work order is saved, the OFSC

Inbound API call will update the activity and the time slot and or date will change. If the customer’s instance of

OFSC has PCC (predictive customer communication) configured, then the end customer will be notified of the

change per the configuration settings within PCC.

Override requested, date and time slot selected


the scheduler (those slots that have green and yellow shading) and cannot select a date and time slot that is

acceptable to the end customer. The Work Order can be saved within OSvC but will not be sent to OFSC until a

manager accepts the override, selects the desired time slot and saves the activity.

From the manager profile (or one with access to the override workspace), an override can be accepted or rejected.

If the manager accepts the request and changes the time, then when the updated work order is saved, the OFSC

Inbound API call will create the activity with the time slot and date in OFSC. If the customer’s instance of OFSC has


PCC (predictive customer communication) configured, then the end customer will be notified of the change per the

configuration settings within PCC.


Appendix: Field Service APIs

Capacity API

Method: get_capacity <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="urn:toa:capacity">

<soapenv:Header/>

<soapenv:Body>

<urn:get_capacity>

<user>

<now>?</now>

<login>?</login>

<company>?</company>

<auth_string>?</auth_string>

</user>

<date>2015-03-10</date>



<determine_location_by_work_zone>true</determine_location_by_work_zone>

<calculate_duration xmlns="">true</calculate_duration>

<calculate_travel_time xmlns="">true</calculate_travel_time>

<calculate_work_skill xmlns="">true</calculate_work_skill>

<return_time_slot_info xmlns="">true</return_time_slot_info>

<activity_field xmlns="">

<name>czip</name>

<value>32771</value>

</activity_field><activity_field xmlns="">

<name>aworktype</name>

<value>64</value>

</activity_field>

</urn:get_capacity>

</soapenv:Body>

</soapenv:Envelope>


Inbound API

Method: inbound_interface

Note: There is no “create_activity” command...both create and update are done through the “update_activity”

command.

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/"

xmlns:urn="urn:toatech:InboundInterface:1.0">

<soapenv:Header/>

<soapenv:Body>

<urn:inbound_interface_request>

<user>

<now>?</now>

<login>?</login>

<company>?</company>

<auth_string>?</auth_string>

</user>

<head>

<upload_type>incremental</upload_type>

<properties_mode>update</properties_mode>

<appointment>

<keys>

<field>appt_number</field>

</keys>

</appointment>

<inventory>

<keys>

<field>invtype</field>

</keys>

</inventory>

</head>

<data>

<commands>

<command> 

<date>2015-03-26</date>

<type>update_activity</type>

<external_id>North Florida</external_id>

<appointment>

<appt_number>220151</appt_number>

<customer_number>67890</customer_number>

<aworktype>62</aworktype>

<name>Jeff McCrory</name>

<phone>987-999-4444</phone>

<email>[email protected]</email>

<address>530 Sunrise Dr.</address>

<city>Casselberry</city>

<zip>32799</zip>

<state>FL</state>

<language>1</language>

<daybefore_flag>0</daybefore_flag>

<reminder_time>0</reminder_time>


<time_slot>10-12</time_slot>

<inventories> 

<inventory>

<properties>

<property>

<label>invsn</label> 

<value>98731112</value>

</property>

<property>

<label>invtype_label</label>

<value>AT</value>

</property>

</properties>

</inventory>

</inventories>

<properties>

<property>


<value>FILTER</value>

</property>

<property>

<label>quantity</label>

<value>2</value>

</property>

</properties>

<required_inventories>

<required_inventory>



<type>HNDLR</type>

<model>bbb</model>

<quantity>1</quantity>

</required_inventory>

</required_inventories>

</appointment>

</command>

<command> 

<date>2015-03-26</date>



<appointment>




<name>Mahatma Ghandi</name>

<phone>555-555-5555</phone>


<address>433 Ranch Trail</address>


<zip>32707</zip>

<state>FL</state>






<links>

<link_start_after>



</link_start_after>

</links>

<required_inventories>

<required_inventory>



<type>AT</type>



<model>Analog Telephony</model>

<quantity>1</quantity>

</required_inventory>

</required_inventories>

</appointment>

</command>

<command> 

<date>2015-03-26</date>



<appointment>




<name>Bob Wall</name>

<phone>555-555-5565</phone>


<address>475 Rainbow Dr.</address>


<zip>32707</zip>

<state>FL</state>





</appointment>

</command>

<command> 

<date>2015-03-26</date>

<type>update_appointment</type>


<property>

<atime_time_of_booking>2015-02-0208:08:08</atime_time_of_booking>

</property>

<appointment>




<name>Hulk Hogan</name>

<phone>555-555-5555</phone>



<address>530 Sunrise Dr.</address>


<zip>32707</zip>

<state>FL</state>





<sla_window_start>2012-07-20 09:00</sla_window_start>

<sla_window_end>2012-07-21 17:00</sla_window_end>

</appointment>

</command>

<command> 

<date>2015-03-26</date>

<type>update_inventory</type>

<external_id>33023</external_id>

<inventories>

<inventory>

<properties>

<property>

<label>invtype</label> 

<value>12456ABC_9$%^</value>

</property>

<property>


<value>AT</value>

</property>

</properties>

</inventory>

<inventory>

<properties>

<property>


<value>FILTER</value>

</property>

</properties>

</inventory>

</inventories>

</command>

</commands>

</data>

</urn:inbound_interface_request>

</soapenv:Body>

</soapenv:Envelope>


Glossary Platform Acronym / term Definition

Oracle Service

Cloud

OSvC Oracle Service Cloud (OSvC) is a SAAS based solution that makes it possible for

customers to better understand their customers and quickly deliver the right

answers at the right time through preferred service channels and devices.

Oracle Field Service

Cloud

OFSC Oracle Field Service Cloud (OFSC) is a SAAS based solution that is built on time-

based, self-learning, and predictive technology, empowering customers to solve

business problems while evolving their field service organization.

OFSC Add Time A feature in OFSC that allows a resource or other user to add additional time to an

activity when the activity extends beyond the estimated end time.

OFSC Agent Any standalone application that interacts with the OFSC platform via the OFSC

API or OFSC kernel

OFSC Aggregator A high level entity on the resource tree that functions as a parent directory for

other resources. An Aggregator cannot be assigned activities.

OFSC All Day Activity An activity that can be done any time during the day without violating any

obligations of the company. In OFSC terminology, All-day activities are activities

without a Service window. Pay attention that sometimes people mix All-day activity

(without service window) and Not ordered activity (without ETA).

OFSC API An Application Programming Interface (API) is a particular set of rules and

specifications that a software program can follow to access and make use of the

services and resources provided by another particular software program that

implements that API. It serves as an interface between different software

programs and facilitates their interaction, similar to the way the user interface

facilitates interaction between humans and computers. All OFSC APIs are based

on standard protocol – SOAP (version 1. 1). The interfaces process SOAP

requests received by HTTP protocol. APIs have no limitations on the location,

technology or platform used for integration (i.e.: Java, . Net, C/C++ on Windows or

Unix).

OFSC Appointment See Activity.

OFSC Assigning Attaching an individual activity or a queue of activities to a resource.

OFSC Assistant In a Teamwork activity, the resource that assists another resource. In the

Resource Tree, the arrow points away from the Assistant. See Teamwork and

Team Leader for more information.

OFSC Billing System System where customer details are held, customer billing takes place, and/or

activities are entered.

OFSC Booked Activities The numbers of activities that are either in an OFSC bucket or located on a route.

OFSC Bucket Element of the Resource tree representing place where jobs are kept before they

are assigned (manually or automatically) to specific resources.

OFSC Business Rules A number of settings in OFSC that align the functions of the system with the

strategies and practices of your company.

OFSC Calendar A view of the schedule for a resource, group or bucket.

OFSC Capacity The workforce with the necessary work skills to manage the activities of a defined

period of time

OFSC Capacity Bucket Bucket used for Quota management. See also: Work Order Area.

OFSC Capacity Categories A set of work skills and time slots that are bundled together to estimate the time

and skills required for a particular task. This information is sent through an API to

your company’s activity system so that agents can tell whether qualified resources

are available before they book an activity.

OFSC Capacity Management A process of managing a workforce to ensure that a company has enough people

with the specific skills to do a certain amount of work. There is a related process,

Quota management, which defines the reverse relationship.

OFSC Company Boundaries The area where your company performs customer service. Company boundaries

are defined under Business Rules. Use the coordinates of the upper left corner



and the lower right corner to define the area.

OFSC Company Settings A screen in OFSC that contains many of the configuration settings. Companies

may have different access levels to affect company settings. If you are unable to

change your configuration settings, contact TOA support.

OFSC Compliance Following the route as predicted by OFSC. A resource is in compliance if he or

she starts the activity at the estimated arrival time, completes the activity at the

estimated completion time, has minimal idle time, and does not detour from the

calculated driving directions.

OSvC CSR Customer Service Representative. A person who speaks with customers and sets

activities.

OFSC Customer-Facing Activity A task that must be performed at the customer’s home or business. Examples

include installations, upgrades, and deliveries. See Activity for more information.

OFSC Daily View A view that shows the calendar of a resource, group, or bucket for a whole week.

This view is useful for making small changes to individual calendars in the current

week.

OFSC Delivery Window The time that OFSC estimates that the resource is expected to arrive at the

customer’s home or business. The window includes a buffer to account for travel

time and the potential for delay. This timeframe is shorter than the Service

Window.

OFSC Dispatcher A person who allocates activities and monitors the progress of activities and

resources.

OFSC Display A screen in OFSC that contains configuration settings used to control what

properties and layout structures users can see within the forms of the interface.

These settings also control the format of some information, for example, the first

day of the week in calendar views.

OFSC Equipment See Inventory.

OFSC Estimation A term used in Capacity Management also referred to as "capacity estimation"

which determines the number of man-minutes available for a particular time slot

based on resource calendars.

OFSC/OSvC ETA Estimated Time of Arrival The time that OFSC predicts that the resource will arrive

at the customer’s location. ETA for pending activities is calculated dynamically

from historical data. For completed activities, the ETA is the time when the

resource actually arrives at the customer’s location.

OFSC Field Property present in the system by default

OFSC Filters A set of parameters used to reduce the results of a search. Filters are also used in

routing plans to predefine the information that routing uses to distribute activities

to resources.

OFSC Forecasting New feature of OFSC allowing to forecast the company workload on the basis of

historical data

OFSC Glossary The configuration dictionary that maps default names, labels, and phrases used in

the interface to the client’s preferred names, labels, and phrases. Note: Property

names are managed in the Properties screen.

OFSC GUI Graphical User Interface, allowing people to use software by manipulating images

rather than by issuing text commands.

OFSC Group A container in the Resource Tree used to sort and organize the other items in the

Resource Tree. Groups are typically used to sort resources by location. Groups

cannot own a route and you cannot assign activities to them.

OFSC Hint A pop-up window that displays additional information about the activity or resource

that you select. Hints also contain actions links that can take you directly to the

action that you want to perform on the item.

OFSC Historical data Data of the past periods available in the database or from other sources

OFSC Holidays Screens in OFSC where you can define the dates that outgoing communications

of notifications are blocked, due to customer unavailability on that date.

OFSC Idle Time Any time that a resource spends not in transit or not working on an activity.



OFSC Internal Activity A task that is not performed directly for the customer. Internal activities typically do

not take place at the customer’s home or business. Examples include vehicle

maintenance and company meetings. See Activity for more information.

OFSC Inventory A list of items managed within OFSC and can include various inventory pools as

well as serialized and non-serialized parts. See Inventory Pools, Trunk stock, Non-

serialized Inventory , and Serialized Inventory for more information.

OFSC Inventory Pools Items associated with a resource, typically Trunk stock, end customer, or

warehouse.

OFSC Jeopardy Situation A situation in which OFSC predicts that the activity will miss its promised service

window. Predicted jeopardy situations are colored pink in the OFSC interface.

OFSC List View A chronological list of the day’s activities for the selected resource, group or

bucket. Activities are ordered by estimated start time.

OFSC Login Policies A screen in OFSC that sets the requirements for logging in and for usernames and

passwords.

OFSC Manage The core module of OFSC. Includes all of the main functions including monitoring,

routing, and reporting.

OSvC Manual Duration

OSvC Manual Duration Default

OFSC Map View A view of the day’s activities for the selected resource, group, or bucket. This view

displays the activities on a map.

OFSC Mass Activity An activity involving 2 or more resources.

OFSC Max Available The maximum capacity available by calendar on the selected day, time slot or

capacity category

OFSC Message Scenarios A set of rules that specifies how to process a message notification or transaction.

Message Scenarios are launched by Notification Triggers. See Notification

Triggers for more information.

OFSC Min quota The minimum number of minutes to be allocated for booking of the activities

belonging to the selected time slot (only on time slot and capacity category level).

OFSC Mobility The user interface for OFSC that is accessed through a mobile device. Field

service representatives typically use this interface. It is a separate module of

OFSC.

OFSC Non-Instantiated Activities All activities not part of quota management (for which no capacity category

associated with work skills exists)

OFSC Non-Scheduled Activity An activity that is not assigned to a specific date.

OFSC Non-Serialized Inventory Inventory associated with a part that is generically defined within OFSC so that

Trunk stock might be decremented based on required inventory associated with

activities. (Note: Any part can be defined as "non-serialized inventory" even those

parts with serial numbers on them. For example, a cable modem with a serial

number can be "Non-serialized inventory" within OFSC so that Trunk stock

inventory levels can be managed daily and associated with a route). See

Serialized Inventory and Required Inventory for more information.

OFSC Non-Working Reasons A calendar setting used when a resource is absent. Typical non-working reasons

include illness, vacation and bereavement.

OFSC Not Done Activity A status used to identify an activity that cannot be completed today. For activities

that cannot be completed right away, but can be completed today. See Suspend

for more information.

OFSC Not Ordered activities Activities that do not have ETA. Resource, dispatcher or routing may define the

order (for example command change order in mobile interface or edit activity

command in web interface).

OFSC Notification Message activity related information sent by OFSC to a customer, a resource, a

dispatcher, or another system. Notification can be received through telephone,

email or SMS.

OFSC Notification Triggers Workflow events that invoke Message Scenarios when a particular internal event

occurs. As a result, messages are delivered to customers. For example, if you use



a post activity survey, you might have a notification trigger to launch the post

activity survey message. In this case, when a customer-facing activity is

completed, a Notification Trigger launches a Message Scenario that sends the

post activity survey message to the customer. See Message Scenarios for more

information.

OFSC Ordered Activities Means that the order of execution is defined - resource, Smart Routing or

dispatcher has already defined that this activity will be executed after another

defined activity. In this case activity gets an estimated time of arrival and is

classified as ordered.

OFSC Other Activities All repeating, mass and shift activities, including those without instances, which

are not part of Quota management

OFSC PAS Post Activity Survey. A survey that you might send to your customer after the

activity is completed to measure their satisfaction.

OFSC Pending Activity An activity status used for activities that are scheduled but not yet started.

OFSC Percent Quota Percent of the capacity that is available for booking.

OFSC Percentage to Stop

Booking

The percentage of the used quota at which activities booking is to be stopped.

OFSC Permissions A screen in OFSC where you can configure which features users can see and

use. Permissions are applied to Profiles, not individual users. See Profiles for

more information.

OFSC Placeholder ID A number used to identify names, labels, and phrases used in the OFSC

interface. Each name, label, and phrase has a unique number.

OFSC Planning Company's estimation of the workforce or workload required at a certain moment.

OFSC Profiles A screen in OFSC where you can configure groups of users. Those groups are

then assigned Permissions to control which features they can see and use. See

Permissions for more information.

OFSC Properties A screen in OFSC where user interface fields are defined. You can specify details

such as field length, field type, and valid values.

OFSC Provider See Resource

OFSC Quota A limitation set on the number of activities booked within a selected day, time slot

or capacity category.

OFSC Quota Management A process of defining the amount of work (per work skill and time slot) that a

company should perform for a specific area (example: bucket) for a specific day.

There is a related process, Capacity Management, which defines the reverse

relationship.

OFSC Quota Matrix Grid that displays Quota and Capacity information for a period of time defined by

the user. Data can filter and displayed by day, time slots, or capacity categories.

OFSC Regular Work Zone A region where a resource’s activities are typically located.

OFSC Repeating Activity An activity recurring with a predefined frequency in a predefined period.

OFSC Required Inventory When a particular resource's route includes activities associated with non-

serialized inventory, OFSC can highlight where Trunk stock is insufficient. In the

event that a resource's Truck stock is insufficient for a particular route, required

inventory highlights the job and indicates which Non-serialized inventory

components are missing.

OFSC/OSvC Resource An element in the resource tree representing a defined company asset. A

Resource is the OFSC entity representing someone (or something) which

provides service on behalf of the company.

OFSC Resource Calendars

A view that displays the details about an individual resource’s schedule. This view

is useful for making changes that involve more than one day or more than one

resource. See Calendar and Daily View for more information.

OFSC Resource Tree A hierarchical view of the organization’s resources, typically sorted by

geographical region. It is displayed on the left side of the screen in Manage.

OFSC Resource Types A set of characteristics that you can apply to a resource. Default Resource Types

are Groups, Buckets, and Resources. See Group, Bucket, and Resource for more



information. If you want to change the Resource Types that you use in OFSC,

contact TOA support.

OFSC Route A list of activities assigned to a resource for a specific date, or a list of non-

scheduled activities assigned to a resource.

OFSC Route by Inventory A concept within OFSC that limits routing options based on each resource's trunk

stock and those activities associated with non-serialized inventory.

OFSC Routing The act of assigning activities to resources. OFSC routes activities to resources

using a sophisticated algorithm that considers a number of factors including OFSC

calendars, work zones, and work skills.

OFSC Routing Plans Provides the rules that OFSC uses to route activities to resources. Routing plans

work together with the other OFSC components to apply your business goals and

strategies to the routing process.

OFSC Routing Profiles Containers that hold routing plans. Routing Profiles can be assigned to buckets.

You can use Routing Profiles to assign several routing plans at once.

OFSC Scheduled Activity An activity that is assigned to a particular day and a particular time slot.

OFSC Scheduled, Not Ordered

Activity

An activity that is assigned to a particular day, but is not assigned to a particular

time slot.

OFSC Serialized Inventory Inventory parts that are unique and cannot be decremented based on a route's

activities. See also: Non-serialized inventory, Required inventory.

OFSC Service Level Agreement The time window that the activity must be completed in. This window is promised

to the customer.

OFSC Service Window The time window that the activity must be started in. This window is promised to

the customer. This time frame is longer than the Delivery Window.

OFSC Shifts Patterns of working time. You can create separate shifts for each of the different

working time patterns within your organization.

OSvC SLA Service Level Agreement. A contract-based definition between a service provider

and customer that articulates service response time. SLA contract terms can vary

significantly and are related to the entitlements a customer has with regard to

“initial response”, on-site presence, resolution, etc and may be contractually

associated with customer name, address, or to a specific asset. The customer

may also have “available hours” when service can be provided so a “24-hour SLA”

may only have 8 “available hours” for a service representative to be on-site.

OFSC SmartCollaboration A separate module for OFSC that provides a real-time, context-aware

collaboration tool for all OFSC users. A user can, for example, locate nearby,

working resource and share details about a resource, activity, or inventory item.

Also, Smart Collaboration supports a confirm-receipt process for moving an

activities or inventory which is always valuable but even more so when resources

are in remote locations and potentially off line.

OFSC SmartLocation Smart Location uses geo-location information to display a resource’s actual

location on a map in real time. In addition, the feature can compare the resource’s

actual route to the projected route within OFSC. Resource location can be derived

either from a vehicle-installed GPS device communicating via API to OFSC and /

or through a GPS-enabled mobile phone with an open HTML5 browser.

OFSC Statistical Parameters A screen in OFSC where you can configure the elements used when collecting

and analyzing statistics. OFSC uses statistical data on actual activity and travel

duration to calculate estimated time of arrival and delivery window. Additionally,

Routing uses the statistics to assign activities to resources in the most effective

manner.

OFSC/OSvC Status A term with specific and different meanings depending on the OFSC module used.

l Capacity and Quota management status refers to a specific work zone and

whether it is open or closed.

l Smart Manage and Smart Mobility, the term "activity status" (but sometimes

shortened to "status") refers to whether a routed job is pending, started,

completed, not done, suspended, canceled, or deleted.

See also: Activity Status for more information.



OFSC Suspend An activity status that allows an activity to be postponed if the work cannot be

completed right away. Suspend allows the activity to be completed at a later time

during the day. For activities that cannot be completed in the same day. See Not

Done Activities for more information.

OFSC Team Leader

In a Teamwork activity, the resource who is being assisted. In the Resource Tree,

the arrow points to the Team Leader. See Teamwork on page 70 and Assistant for

more information.

OFSC Teamwork An activity that is performed by two resources. One resource is the Team Leader

and the other resource is the Assistant. See Team Leader and Assistant for more

information.

OFSC Technician A resource that performs technical services on behalf of the company.

OFSC/OSvC Time Slots Intervals that define when an activity has to be started; this time is typically agreed

to between the customer and client.

l A fixed service window defined with a name and label, specifying when certain

types of activities can be performed.

l Service Window (if the activity type does not support time slots)

OFSC Time View A view of the day’s activities for the selected resource, group or bucket on a Gantt

table. Activities are displayed on timelines, with each activity as a block of time.

OFSC Travel Areas Define the maximum allowed travel territory for a company.

OFSC Trigger Code that executes before or after specific data manipulation.

OFSC Truck A default Resource Type. See Resource Type for more information.

OFSC Trunk Stock Inventory carried in a vehicle. See Inventory pools) for more information.

OFSC Unscheduled Activity An activity that could take more than one day to complete.

OFSC Used A term in Capacity and Quota management representing the duration of all

activities booked for the selected day, time slot or capacity category.

OFSC Used Quota Percentage The percentage of the quota used by the booked activities.

OFSC User A person who uses OFSC, or an entity used for authentication and authorization,

allowing people or external software to access OFSC.

OFSC Visit A group of activities that are all performed at the same location on the same day.

OFSC Web Services Description

Language

WSDL, an XML-based interface description language that is used for describing

the functionality offered by a web service. A WSDL description of a web service

(also referred to as a WSDL file) provides a machine-readable description of how

the service can be called, what parameters it expects, and what data structures it

returns.

OSvC Customer Portal (CP) Service Cloud Customer Portal is a framework for building the end user pages on

your Service Cloud site. http://Rightnow.com/developer-documentation-Customer-

Portal

OSvC CP Widget A widget is an encapsulated part of a page within the OSvC Customer Portal that

serves a specific purpose. Within CP, pages are made up of several widgets (e.g.,

navigation, search, reports, etc.)

OSvC Connect Web Services for

SOAP (CWSS)

A SOAP 1.1 compatible API based on the Connect Common Object Model.

http://community.Rightnow.com/developer/fileexchange/Connect_Web_Services_f

or_SOAP_February_2011/Default.htm

OSvC Connect PHP (CPHP) A PHP API based on the Connect Common Object Model. This can only be used

from PHP code running on a RN server. http://Rightnow.com/developer-

documentation-Connect-PHP

OSvC Managed API A managed API will be backward compatible and provide “like-for-like”

functionality when upgrading. Some examples of managed APIs are APIs built on

CCOM (CWSS, CPHP, etc), Desktop Add-In Framework, and Customer Portal.

OSvC Add-In Framework Service Cloud Desktop Add-in Framework is a framework for creating components

which can interact with the Service Cloud desktop application. These components

are built in .Net and can interact in various locations within the application

including workspaces, dashboards and the navigation set.

























































Documentation: http://Rightnow.com/developer-documentation-Connect-Add-In-

Framework

OSvC OSvC Site A “site” is a collection of interfaces that have shared data (most commonly

answers). A site has ONE database that the interfaces share. The version of

Service Cloud CX being used is tied to the site, so all interfaces on the site will be

running the same version of Service Cloud CX.

OSvC Custom Business Objects

(CBO)

The ability to create “custom business objects” was added in the November 2011

release of RN CX. This feature provides the ability to create custom objects in the

RN CX system. These objects are fully integrated into RN CX. They are available

via the Connect Web Services (CWS)

This replaces custom tables, custom schema, and custom APIs to interact with the

custom tables. Custom tables should not be used. If a situation arises where they

are required, an exception from the ARC (Architecture Review Committee) will be

required.

Documentation: http://crm.Rightnow.com/app/answers/detail/a_id/4185



OSvC Work Order Override

Request

Function that allows one profile (example: CSR) to only schedule a Work Order

against time slots that are green or yellow color (color based on JSON file

settings) while another profile (example: Manager) can schedule for time slots that

are green, yellow and red color.


Assigned To

Provides a profile without override privileges the ability to search for an assign a

user with appropriate privileges the task of scheduling an appointment for a date

and time slot that is already “red”. Note: any user with appropriate privileges can

perform an override and it does not need to be the one person to whom the

override is assigned.



OSvC Work Order Status One of seven different attributes assigned to a Work Order:

» pending » started » completed » suspended » not done

» canceled

OSvC Work Order Asset Customer owned products associated with a specific Work Order.

OSvC Work Order Duration Either an estimate for the amount of time a Work Order will take or an actual

amount of time a Work Order did take.

OSvC Work Order Resolution

Due

When Service Level Agreements (SLAs) are associated with Work Orders, this

OSvC capability (only available in OSvC 15.2 or later) provides OFSC a time for

when the work must be completed.

OSvC Work Order Cancel

Reason

When an OSvC user no longer requires a Work Order to be performed, the Work

Order can be removed from the OFSC bucket (except for a placeholder artifact

that is left for reference). When the event occurs, a documented rationale (or

reason) is required.

OSvC Work Order Reschedule

Reason

When an OSvC user wishes to change the time of a Work Order, a documented

rationale (or reason) is required.

OSvC Work Order Date Day of the month when a Work Order is scheduled (does NOT include time slot).

OSvC Work Order Time Slot Intervals that define when a Work Order must be started; this time is typically

agreed to between the customer and client and can vary depending on Work

Order Type.

OSvC Work Order Contact An individual (commonly 18 years old or older) for whom the Work Order is

scheduled. Typically, this individual has attributes that include phone number(s),

address, and email.

OSvC Work Order Contact

Email

The Simple Mail Transfer Protocol (SMTP) address for a contact associated with a

Work Order.







































Phone

A number assigned to a contact that is used to call that person (assumption is that

this is a land-line device).


Mobile Phone

A number assigned to a contact that is used to call that person (assumption is that

this is a mobile device).


Street

The location details (including house number) for a contact associated with the

lowest location level of location specificity (ex: “138 Elm Court”).

OSvC Work Order Contact City An area that has a name and defined boundaries, within which a Work Order

Contact resides (or where the activity will take place)


Province/State

The administrative division with defined boundaries and a higher level of location

specificity than either City or Street within which a Work Order’s activity will occur.


Postal Code

A state-assigned numeric code that defines a geographic area (sometimes called

zip code, postal code, pincode, etc).

OSvC Work Order Delivery

Window Start

The earliest time by which the activity on a Work Order is estimated to start.

OSvC Work Order Delivery

Window End

The latest time by which the activity on a Work Order is estimated to start.

OSvC Work Order External ID A unique reference (key) value generated by OFSC specific to an activity.

OSvC Work Order Booked Time The estimated amount of time that a Work Order should take (including activity

and driving time) associated with a Work Order and removed from OFSC

“available quota” calculations.

OSvC Work Order Incident A one-to-many parent structure for a Work Order.

OSvC Work Order Case Note A field that moves one direction (from OSvC to OFSC) that provides information

about a Work Order to users of OFSC.

OSvC Work Order Field Service

Note

A field that moves one direction (from OFSC to OSvC) that provides information

about a Work Order to users of OSvC.

OSVC Work Order Reminder

Time

The amount of time before a mobile resource arrives to an end-customer’s site

that a predictive notification should be sent.

OSvC Work Order Type A customer configuration specific attribute which is associated with skills and other

specifics within OFSC.

OSvC WO_Type_Code Unique identifier (key) attribute associated with an activity in OFSC.

OSvC Work Order Type

Inventory

Trunk stock asset requirements associated with a specific type of work.

OFSC Work Schedules Work schedules are templates made up of a combination of shifts and non-

working times. When grouped as a work schedule, these shifts and non-working

times can be applied all at once to a bucket or to an individual resource. To

change, add, or remove Work Schedules, contact TOA support.

OFSC Work Skill Work skills are sets of skills or competencies that resources are qualified to

perform. Companies may have different access levels to affect Work Skills. If you

are unable to change, add, or remove Work Skills, contact TOA support.

OFSC Work Skill Conditions The data that OFSC uses to assign work skills to activities.

OFSC Work Skill Levels OFSC matches resources to activities through shared work skills and work skill

levels. As a result, the way you configure work skills and work skill levels has a

direct impact on the matches that OFSC creates between resources and activities.

l An activity that a resource is qualified to perform (resource property)

l The qualification required to perform an activity (activity property)

OFSC Work Zone The defined geographical area in which a resource can perform an activity.

OFSC Work Zone Dictionary A screen in OFSC where Work Zones are defined. The Work Zone Dictionary lists

all defined work zones and their associated keys. To add, change, or remove work

zones, contact TOA support.



OSvC Work Order Override Function that allows one profile (example: CSR) to only schedule a Work Order

against time slots that are green or yellow color (color based on JSON file



Request settings) while another profile (example: Manager) can schedule for time slots that

are green, yellow and red color.


Assigned To

Provides a profile without override privileges the ability to search for an assign a

user with appropriate privileges the task of scheduling an appointment for a date

and time slot that is already “red”. Note: any user with appropriate privileges can

perform an override and it does not need to be the one person to whom the

override is assigned.



OSvC Work Order Status One of seven different attributes assigned to a Work Order:

pending

started

completed

suspended

not done

canceled

OSvC Work Order Asset Customer owned products associated with a specific Work Order.

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