Oracle Field Service

Concepts and Procedures

Release 11i

April 2000 Part No. A83631-01

Oracle Field Service Concepts and Procedures, Release 11i Part No. A83631-01 Copyright 2000, Oracle Corporation. All rights reserved. The Programs (which include both the software and documentation) contain proprietary information of Oracle Corporation; they are provided under a license agreement containing restrictions on use and disclosure and are also protected by copyright, patent, and other intellectual and industrial property laws. Reverse engineering, disassembly, or decompilation of the Programs is prohibited. The information contained in this document is subject to change without notice. If you find any problems in the documentation, please report them to us in writing. Oracle Corporation does not warrant that this document is error free. Except as may be expressly permitted in your license agreement for these Programs, no part of these Programs may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of Oracle Corporation. If the Programs are delivered to the U.S. Government or anyone licensing or using the programs on behalf of the U.S. Government, the following notice is applicable: Restricted Rights Notice Programs delivered subject to the DOD FAR Supplement are "commercial computer software" and use, duplication, and disclosure of the Programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable Oracle license agreement. Otherwise, Programs delivered subject to the Federal Acquisition Regulations are "restricted computer software" and use, duplication, and disclosure of the Programs shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software - Restricted Rights (June, 1987). Oracle Corporation, 500 Oracle Parkway, Redwood City, CA 94065. The Programs are not intended for use in any nuclear, aviation, mass transit, medical, or other inherently dangerous applications. It shall be the licensee's responsibility to take all appropriate fail-safe, backup, redundancy, and other measures to ensure the safe use of such applications if the Programs are used for such purposes, and Oracle Corporation disclaims liability for any damages caused by such use of the Programs. Oracle is a registered trademark, and Oracle Field Service is a trademark or registered trademark of Oracle Corporation. Other names may be trademarks of their respective owners.

Contents
Send Us Your Comments .................................................................................................................. vii Preface............................................................................................................................................................ ix
Intended Audience ................................................................................................................................ ix Structure.................................................................................................................................................. ix Related Documents................................................................................................................................. x Conventions............................................................................................................................................. x

Understanding Oracle Field Service

Introduction to the Oracle Field Service Suite................................................................................... Field Service Overview ......................................................................................................................... The Field Service Process...................................................................................................................... What is the Control Tower? ................................................................................................................. 12 12 13 14

Using Oracle Field Service

Choosing a Field Service Scenario....................................................................................................... Creating a Schedule............................................................................................................................... Monitor Progress and Manage the Schedule..................................................................................... Viewing the Planboard ......................................................................................................................... Finding Tasks ......................................................................................................................................... Viewing Spares....................................................................................................................................... Scheduling a Task Manually ................................................................................................................ Scheduling with Help from the Assignment Manager .................................................................... Scheduling a Task or Tasks Automatically........................................................................................ 18 18 18 19 20 20 21 21 22

iii

Viewing the Ganttchart ......................................................................................................................... Viewing the Map.................................................................................................................................... Recalculate a Service Representatives Trip ........................................................................................ Un-Scheduling a Task ........................................................................................................................... Re-assign a Task ..................................................................................................................................... Create Additional Tasks........................................................................................................................ Create a new Service Request .............................................................................................................. Report on Tasks...................................................................................................................................... Viewing Statistics ................................................................................................................................... Selecting Territories ...............................................................................................................................

22 23 23 24 24 25 25 26 26 27

Understanding Oracle Field Service Report

Introduction to Field Service Report ................................................................................................... 29 Understanding the Field Service Report ............................................................................................ 29

Using Field Service Report

Using the Field Service Report............................................................................................................. Finding a Task ........................................................................................................................................ Viewing My Tasks ................................................................................................................................. Managing Service Reports .................................................................................................................... Entering Material ................................................................................................................................... Entering Expenses ................................................................................................................... Entering Labor Information ................................................................................................... Entering a Counter Reading .................................................................................................. Updating a Service Report ..................................................................................................... 31 31 31 32 32 33 33 34 34

Implementing Oracle Mobile Field Service

Setting up Oracle Mobile Field Service............................................................................................... Agenda Layout setup screen ................................................................................................................ Setting up System Parameters.............................................................................................................. General tab ............................................................................................................................................. Agenda tab ............................................................................................................................................. Parts tab ............................................................................................................................................. SR Explorer tab....................................................................................................................................... 36 37 38 38 38 39 40

iv

Messages tab........................................................................................................................................... Buttons tab ............................................................................................................................................. Creating User Defined Queries (Views) ............................................................................................. Resources 2 Subinventories Assignment............................................................................................ Field Service Report Types .................................................................................................... Customizing Field Service Reports.......................................................................................

40 41 41 42 43 44

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Send Us Your Comments

Oracle Field Service Concepts and Procedures, Release 11i.
Part No. A83631-01

Oracle Corporation welcomes your comments and suggestions on the quality and usefulness of this document. Your input is an important part of the information used for revision.
I I I I I

Did you find any errors? Is the information clearly presented? Do you need more information? If so, where? Are the examples correct? Do you need more examples? What features did you like most?

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viii

Preface
Welcome to the Oracle Customer Relationship Management, Release 11i, suite of applications. This Concepts and Procedures provides information and instructions to help you work effectively with Oracle Field Service. This preface explains how Concepts and Procedures is organized and introduces other sources of information that can help you.

Intended Audience
This guide is aimed at the following users:
I I I

Field Service Representatives Field Service Dispatchers and Field Service Planners System Administrators (SA), Database Administrators (DBA), and others with similar responsibility

Structure
This manual contains the following chapters: Oracle Field Service provides overviews of the application and its components, explanations of key concepts, features, and functions, as well as the applications relationships to other Oracle or third-party applications. Provides process-oriented, task-based procedures for using the application to perform essential business tasks. Oracle Field Service Report provides overviews of the application and its components, explanations of key concepts, features, and functions, as well as the

ix

applications relationships to other Oracle or third-party applications. Provides process-oriented, task-based procedures for using the application to perform essential business tasks. Oracle Mobile Field Service provides general descriptions of the setup and configuration tasks required to implement the Oracle Field Service/Laptop and Oracle Field Service/PalmTM Devices applications successfully.

Related Documents
For more information, see the following manuals:
I I I I I

Oracle Foundation Concepts and Procedures Oracle Scheduler Concepts and Procedures Oracle Field Service/Laptop Concepts and Procedures Oracle Field Service/PalmTM Devices Concepts and Procedures Oracle Field Service/Laptop and PalmTM Devices Installation Guide

Conventions
The following conventions are also used in this manual:
Convention . . . ... Meaning Vertical ellipsis points in an example mean that information not directly related to the example has been omitted. Horizontal ellipsis points in statements or commands mean that parts of the statement or command not directly related to the example have been omitted Boldface type in text indicates a term defined in the text, the glossary, or in both locations. Angle brackets enclose user-supplied names. Brackets enclose optional clauses from which you can choose one or none.

boldface text

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Understanding Field Service

This topic group provides overviews of the application and its components, explanations of key concepts, features, and functions, as well as the applications relationships to other Oracle or third-party applications.

Understanding Field Service

11

Introduction to the Field Service Suite

Introduction to the Field Service Suite

Oracle Field Service assists in the entire service process from taking the customer call to fixing and reporting on the problem at a customer site. The Field Service application suite offers a range of products to meet your organizations business needs such as:

Field Service suite Field Service

Description The Field Service application assists in assigning tasks to service representatives, creating and dispatching daily schedules, and monitoring progress. This is add-on functionality to optimize scheduling capabilities. This is a remote application typically installed at a service representatives laptop to receive his daily schedule and report on progress. This is a remote application for a handheld device so a service representative can receive his daily schedule and report on progress.

Oracle Scheduler Oracle Field Service Laptop

Oracle Field Service Palm

Field Service Overview

Field Service is an essential part of the Field Service Application Suite. At the core of Field Service is the Control Tower which allows the field service dispatcher to plan, dispatch, and monitor all field service activities, ultimately ensuring that the right person is in the right place at the right time. The Features of Field Service include:
I I I I I

Task assignment Scheduling and dispatching capabilities Monitoring service representatives activities Managing Parts information Field service reporting

When the Oracle Scheduler is installed you can optimize your scheduling capabilities. For more information, see Overview of Oracle Scheduler.

12

Oracle Field Service Concepts and Procedures

The Field Service Process

Task assigment is assisted by the use of the Assignment Manager. For more information, see Overview of Assignment Manager.

The Field Service Process

The Field Service process includes four major areas, as visualized in Figure .
Field Service Process Flow

Steps in the Field Service Process Step

1.

Description When a customer contacts the field service department, an agent creates a new service request. The call center agent enters customer information into the service request form and validates this information if necessary. The service request is analyzed by a support agent who searches the knowledge base for a solution and creates a task based on the problem description and action needed to solve the problem. Once a task is created, it can be assigned to a single or multiple resource for completion. The resource receives notification and progress on the task is monitored.

Field Service Request Intake & Validation

2.

Field Service Request Screening & Qualification Field Service Request Planning & Dispatch

3.

Understanding Field Service

13

What is the Control Tower?

Steps in the Field Service Process Step

4.

Description When a resource has completed a task, he reports on labor time, materials used, and expenses accrued. This information is checked and approved, and the service report is closed.

Field Service Request Closing and Reporting.

Note: Depending on your organization these steps may be

separated or combined.

What is the Control Tower?

The control tower is a one stop planning area where you can plan and dispatch tasks for service representatives out in the field. A planner can view all incoming tasks within his or her responsibility and then assign these tasks to create a trip for each service representative. A trip includes all the tasks assigned to one service representative within a working day. A trip consists of a start time and location, which is defined as a departure task, and an end time and location, which is defined as an arrival task. All tasks are scheduled between the departure and arrival times. In addition to dispatching tasks, the control tower allows you can monitor a service representatives progress and report on tasks and schedules using the planboard and gantt. You can also make last minute changes to schedules and view your service groups status and location on the map. In the top region of the control tower screen, you can view all incoming tasks, customer information, planned start and end dates, and actual scheduled times for a selected customer. The tab pages below allow you to view trips, schedules, and monitor progress. The following tab pages exist:
I I I I I

Planboard Ganttchart Map Spares Statistics

14

Oracle Field Service Concepts and Procedures

What is the Control Tower?

Planboard Features
The plan board contains a grid populated with the service representatives name, departure and arrival times, scheduled tasks for the day, as well as the customers address. From the planboard you can easily:
I I I I I I I

View service representatives trips for the day. Access service representatives calendars. Access service request details. Assign tasks. Report on performed tasks. Optimize trips. Send Messages.

Ganttchart Features
The Gantt view is a quick graphical overview of the planned field service requests based on time. From the gantt you can easily:
I I I I

View progress on tasks for service representatives. Access task details. Move tasks from one service representative to another. Access service request details.

Map Features
The Map is a quick graphical overview of the location of the service representatives at the current time, and their status, drawn on a map. From the map you can easily:
I I

View location of service representative on a map. View status of service representative.

Spares Features
The Spares tab enables you to view spares transactions on tasks and move and order spares for tasks. From spares you can easily:
I I I

View spares transactions. Move and order spares. Access Spares Management.

Understanding Field Service

15

What is the Control Tower?

Statistics Features
The Statistics overview enables you to review your field service organization by offering you insight in the field service activities overtime. From Statistics you can:
I I

Review field service representatives performance. Review performed tasks.

16

Oracle Field Service Concepts and Procedures

What is the Control Tower?

Using Field Service

This topic group provides process-oriented, task-based procedures for using the application to perform essential business tasks. Provided are two scenarios to take you through the application, for more information, see Choosing an Field Service Scenario.

Using Field Service

17

Choosing an Field Service Scenario

Choosing an Field Service Scenario

Choose one of the following scenarios to guide you through the application:
I I

Creating a Schedule Monitor Progress and Manage the Schedule

Creating a Schedule
Perform the following tasks in the recommended order to create a schedule for your field service representatives:
1. 2. 3. 4.

View the planboard. Find tasks. View spares. Schedule a task or tasks:
a. b. c.

Manually. With help from the Assignment Manager. Automatically.

5.

View the schedule:

a. b.

On the planboard. On the gantt.

6. 7.

Recalculate a service representatives trip (Oracle Scheduler only). Commit the Schedule.

Monitor Progress and Manage the Schedule

Perform the following tasks to monitor progress on the schedules and act in order to keep the schedule up to date and accurate.
1.

Viewing status:
a. b. c.

On the planboard. On the gantt. On the map.

2.

View spares.

18

Oracle Field Service Concepts and Procedures

Viewing the Planboard

3. 4. 5. 6. 7. 8. 9.

Unschedule a task. Re-assign a task. Recalculate a service representatives trip. Create additional tasks. Create a new service request. Report on tasks. View statistics.

Viewing the Planboard

Use the planboard to view scheduled tasks for a service representative or a group of service representatives, assign tasks, optimize the schedule, and access calendars and service request details.

Prerequisites
None.

Steps
1. 2. 3. 4. 5. 6. 7. 8. 9.

Select the Plan Board tab. Click More to enlarge the window. Select Date to select a date you want to view. Click Territories to choose the group or groups of service representatives you want to view on the planboard. Click Goto Resource to focus on a specific service representatives trip. Select the service representatives name and right click it. The popup menu appears. Select Show Calendar to view service representatives calendar. Select Recalculate Trip to optimize a service representatives trip. Select a task and right click it. The popup menu appears.

10. Select Show Service Request to open the Service Request form with details. 11. Select Send Message to send a message to another user .

Using Field Service

19

Finding Tasks

12. Select Assign Task to assign a task to the service representative. 13. Select Debrief to report on a performed task.

Finding Tasks
Use this procedure to populate the control tower with tasks. Once you have populated the control tower with tasks, you can assign them or review them.

Prerequisites
None

Steps
1. 2. 3. 4.

Click the Find button. The Find Tasks screen appears. Enter information to retrieve the kind of tasks you want to view. Check the Schedulable box to select all tasks ready for scheduling. Click Find. The upper half of the control tower is populated with tasks.

Viewing Spares
Use spares to view part transaction information for a selected task, access the spares management application, or view detailed information on ordered parts.

Prerequisites
None

Steps
1. 2. 3. 4.

Select the Spares tab. Select a task from the upper part of the control tower. The parts and transactions for the selected task are shown. To view order details for a part, click the number link in the Request Number column.The Parts Order Entry form appears. Click Spares Management to enter the Spares application. The Spares Planners Desktop is opened.

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Oracle Field Service Concepts and Procedures

Scheduling with Help from the Assignment Manager

Scheduling a Task Manually

Use this procedure to schedule a single task for one or more service representatives.

Prerequisites
None

Steps
1. 2. 3. 4. 5.

Check the box next to the task you want to schedule. When you are scheduling a single task for multiple resources uncheck the Replace box. On the Plan Board select an empty cell in the service representatives trip and click the right mouse button. Choose Assign Task from the pop up menu. Confirm the assignment by clicking Assign. The Planboard and Gantt are refreshed. Repeat this procedure if you are scheduling a single task for multiple resources.

Scheduling with Help from the Assignment Manager

Use this procedure to access the Assignment Manager to assist in assigning a task to a qualified resource. For more information, see Overview of Assignment Manager. Use this procedure to schedule a single task for one or more service representatives.

Prerequisites
None

Steps
1. 2. 3. 4. 5.

Select a task for scheduling by checking it. When you are scheduling a single task for multiple resources uncheck the Replace box. Click the Advise button. The Assignment Manager screen is opened. See Using Assignment Manager for options. Confirm the assignment by clicking Assign. The Planboard and Gantt are refreshed. Repeat this procedure if you are scheduling a single task for multiple resources.

Using Field Service

21

Scheduling a Task or Tasks Automatically

Scheduling a Task or Tasks Automatically

Use this scenario to schedule multiple tasks at once.

Prerequisites
None

Steps
1. 2. 3.

Select a task for scheduling by checking it. Check the Select All box to select all tasks at once. Click the Auto-Assign button. Confirm the assignment by clicking Assign. The Planboard and Gantt are being refreshed.

Viewing the Ganttchart

Use the Gantt to view progress on the dispatched schedules. A time line is shown to indicate the current status of the schedules.

Prerequisites
None.

Steps
1. 2. 3. 4. 5. 6. 7.

Select the Gantt. Click More to enlarge the window. Select Date to select a date range you want to view. Click Territories to choose the group or groups of service representatives you want to view on the gantt. Click Goto Resource to focus on a specific service representatives schedule. View task description by moving the mouse over a task. A task description appears. To view details double click a task. The Task form is opened.

22

Oracle Field Service Concepts and Procedures

Recalculate a Service Representatives Trip

Viewing the Map

On the map the service representatives are shown in a geographical representation with easy to view status.

Prerequisites
None.

Steps
1. 2. 3. 4. 5.

Select the Map tab. Click More to enlarge the window. Click Territories to choose the group or groups of service representatives you want to view on the planboard. Click Goto Resource to focus on a specific service representative. Instant status is shown by happy or unhappy smile, for details on service representative double click a smile. The service representatives Calendar is shown. Navigate through the map by using the zoom in and out buttons, or draw a box on the map you want to view. Your last view is used the next time you use the map.

6.

Recalculate a Service Representatives Trip

Use this to update and optimize a service representatives trip after assignment of the tasks. It will eliminate time conflicts within the trip and reset the scheduled start dates of all tasks in the trip accordingly.

Prerequisites
Oracle Scheduler needs to be installed.

Steps
1. 2. 3.

Select the Planboard tab. Click More to enlarge the window. Click Date to select a date you want to view.

Using Field Service

23

Un-Scheduling a Task

4. 5. 6. 7. 8.

Click Territories to select the group or groups of service representatives you want to optimize the schedule for. Click Goto Resource to focus on a specific service representative. Select the service representatives name and right click it. The popup menu appears. Select Recalculate Trip. Perform this procedure to optimize a representatives schedule.

Un-Scheduling a Task
Use this to unschedule a task to be able to reassign it to another service representative with help from the Assignment Manager.

Prerequisites
Oracle Scheduler needs to be installed.

Steps
1. 2. 3. 4. 5. 6. 7.

Select the Planboard. Click More to enlarge the window. Click Date to select a date you want to view. Click Goto Resource to focus on a specific service representative. Select the service representatives name and right click it. The popup menu appears. Select Unschedule Task. Click Refresh. Task status is changed and the task is removed from the planboard.

Re-assign a Task
Use this procedure to move an already assigned task from one service representative to another.

Prerequisites
None.

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Oracle Field Service Concepts and Procedures

Create a new Service Request

Steps
1. 2. 3. 4. 5.

Select the Gantt. Click More to enlarge the window. Click Date to select a date range you want to view. Click Territories to choose the group or groups of service representatives you want to view on the gantt. Select a task in the service representatives trip, drag and drop it onto the service representative you want to assign the task to.

Create Additional Tasks

Use this procedure to create additional tasks for an existing service request.

Prerequisites
None.

Steps.
1. 2. 3. 4.

Select the Planboard. Select a task with corresponding service request number in a service representatives trip and right click it. The popup menu appears. Select Show Service Request. The Service Request screen with service request and task details is opened. Click Help.

Create a new Service Request

Use this procedure to create a new service request.

Prerequisites
None.

Steps.
1.

Select the Planboard.

Using Field Service

25

Report on Tasks

2. 3. 4.

Select a task with corresponding service request number in a service representatives trip and right click it. The popup menu appears. Select Show Service Request. The Service Request screen with service request and task details is opened. Click Help.

Report on Tasks
Use this procedure to report on performed tasks on labor, parts, and expenses.

Prerequisites
None.

Steps.
1. 2. 3. 4. 5. 6. 7.

Select the Planboard. Click More to enlarge the window. Click Date to select a date you want to view. Click Goto Resource to focus on a specific service representative. Select the task you want to report on and right click it. The popup menu appears. Select Debrief. Click Help.

Viewing Statistics
Use this procedure to get an analysis on the performance of your service organization.

Prerequisites
None.

Steps.
1.

Select Statistics.

26

Oracle Field Service Concepts and Procedures

Selecting Territories

2. 3. 4. 5.

Click More to enlarge the window. Click Date to select a date range you want to view. Choose an option from the drop down list. Click Refresh.

Selecting Territories
Use this procedure to select a group or groups of service representatives. The control tower shows information for the group or groups selected.

Prerequisites
None.

Steps
1. 2.

Make a selection from the territories assigned to you. To view territories not assigned to you check the All Territories box.

Using Field Service

27

Selecting Territories

28

Oracle Field Service Concepts and Procedures

Understanding the Field Service Report

Understanding Field Service Report

This topic group provides overviews of the application and its components, explanations of key concepts, features, and functions, as well as the applications relationships to other Oracle or third-party applications.

Introduction to Field Service Report

A field service report provides the dispatcher with information related to a service representatives visit to a customer site. This information includes a task summary, expense reports, work order forms, invoices, labor time, and counter readings. The main features in Field Service Report are:
I

Materials. You can report on the materials ordered or used while at the customer site. Expenses. You can document expenses accrued during your visit. This can include driving costs and meal expenses. Labor. You can report labor time. Counters. You can enter and update counter readings. Update Tasks. You can update task status after completing a service report.

I I I

Understanding the Field Service Report

From the Field Service Report screen, you can access existing field service reports and tasks, view customer information, and task summaries, and create and update field service reports for a completed task. View general customer and task information at the top of the screen, or navigate to the Service Report Lines region to enter specific information on a completed task.

Understanding Field Service Report 29

Understanding the Field Service Report

30

Oracle Field Service Concepts and Procedures

Viewing My Tasks

Using Field Service Report

This topic group provides process-oriented, task based procedures for using Field Service Report.

Using the Field Service Report

I I I I I

Finding a Task Viewing My Tasks Managing Service Reports Entering a Counter Reading Updating a Task

Finding a Task
Use the Find Task popup window to search for the task you want.

Prerequisites
None.

Steps
1. 2. 3. 4.

Navigate to the Field Service Report screen. The Find Task popup window appears. In the Resource Name, Task, Type, Source, or Status field, select a name from the list of values. Click Find. A list of desired tasks appears in the My Tasks tab. Double-click on a task to populate the Field Service Report screen.

Viewing My Tasks
This screen includes a list of service tasks and service reports. By using the find window, you can access task and service reports assigned to you. Double-click on the item you want to be displayed in the Field Service Report screen.

Using Field Service Report

31

Managing Service Reports

Prerequisites
None.

Steps
1. 2. 3. 4.

From the Engineers Diary screen, select the My Tasks tab. A list of tasks appears. Select a task from the list. Click the Calendar button to view the calendar for the resource assigned to that task. Optionally, click Service Report to go to the Service Report tab. Your task information is populated in the service report fields. A service report number is generated when you save your service report.

Managing Service Reports

I I I I

Entering Material Entering Expenses Entering Labor Updating a Service Report

Entering Material
Materials can include information such as item details, installed base, and additional miscellaneous information related to a field service visit.

Prerequisites
You must have a task created.

Steps
1.

From the Engineers Diary, select the Service Reports tab, and then select the Material radio button. The Material screen appears with inventory information and several sub tabs. Select the check box next to the Parts in/Parts out field, and then select either part in or parts out depending on the job. For example, if you are replacing a part, then you must indicate both the part taken out (parts out) and the part put in (parts in).

2.

32

Oracle Field Service Concepts and Procedures

Entering Labor Information

3. 4.

Select a transaction type for the list of values. From the Item Details tab, enter the details related to the item you are taking out or putting in. Some fields may not apply, depending on the task. For example, if you are just taking out a part, then the Receiving Inventory field is not available. From the Installed Base tab, enter the parent part, or the item the customer has purchased. For example, if you are replacing a printer cartridge, enter the printer here. In the Referenced Part field, enter the part you are taking out or replacing, for example the printer catridge. In the Part Status field, select the status from the list of values. From the Others tab, enter additional material information such as the date the item was replaced, the reason it was replaced and the order number, if any. Save your work.

5.

6. 7. 8. 9.

Entering Expenses
Enter the expenses accrued during your visit.

Prerequisites
You must have a task created.

Steps
1. 2. 3.

Select the Expense radio button to navigate to the Expenses screen. Enter your expense information. Save your work.

Entering Labor Information

Use this procedure to enter labor information.

Prerequisites
You must first create a task.

Steps

Using Field Service Report

33

Entering a Counter Reading

1. 2. 3.

Select the Labor radio button. Enter labor information. Save your work.

Entering a Counter Reading

A counter records the usage of a machine or product. You can record counter readings taken out in the field on the Counter tab. Use this procedure to enter a counter reading.

Prerequisites
You must first create a task.

Steps
1. 2. 3. 4. 5. 6. 7. 8. 9.

Navigate to the Counter tab. You can view the customer, account, account number and address. Make sure this information is correct before proceeding. In the Product field, select your product or machine from the list of values. In the Counter field, enter the counter. Enter additional counter information, such as the unit of measure, type, the reading itself, and when the reading was taken. Select the reset box if you reset a counter. Optionally, select the formula complete box if you did not reset. Enter product and counter descriptions. Enter the serial, lot, and reference numbers and parent product if applicable. Click Capture Reading. Your reading is saved.

Updating a Service Report

Once you have created or updated your service report, select the Installed Base, Charges, and Inventory boxes to update that information in the database. Click Update to update and save the service request.

34

Oracle Field Service Concepts and Procedures

Updating a Service Report

Implementing Mobile Field Service

This topic group provides general descriptions of the setup and configuration tasks required to implement the application successfully.

Implementing Mobile Field Service

35

Setting up Mobile Field Service

Setting up Mobile Field Service

For Mobile Field Service there are a set of setup screens to configure the Oracle Field Service 11i Laptop application and the Oracle Field Service 11i Palm application, this will be indicated on the screen with separate option possibilities. The screens and a description are listed in the table below. Clicking the setup screen name will take you to a task description of the setup screen.
OFS Laptop V OFS Palm

Setup Screen Agenda Layout

Description Change the agenda layout to your own preference by showing/hiding columns, rearranging the display of the columns, and change header names. Within Parameters you have five tabs:

Parameters
I

General tab Agenda tab

V V V

To define display of progress clock. To define up to what point service representatives are allowed to make changes to their agenda, and to register car mileage. To define part related options. V V To define service representatives right to edit or add tasks or service requests. To define send mail options. To configure the Dashboard buttons It is possible to create your own queries and add them to the standard Mobile Field Service tables. These queries can be used in the Service Request Explorer, Views, and Field Service Report to present information the way you would like it to appear. V Used to connect resources to sub inventories.

Parts tab SR Explorer tab Messages tab Buttons tab

V V V V V

User Defined Queries

Resources Subinventories Assignment Field Service Report Types Field Service Report Manager

V V

Define the name of the Field Service Report you want to create. Used to customize the created Field Service Report types and decide which ones are presented on the service representatives laptop.

36

Oracle Field Service Concepts and Procedures

Agenda Layout setup screen

Agenda Layout setup screen

Use the Agenda Layout setup screen to customize the Agenda layout.

Options
You can set these options in any sequence.
Step
1. 2.

Option Visible Datacolumn

Description Select the check boxes to hide or show a column in the Agenda Make a selection from the Datacolumn drop-down list to arrange the order of the columns displayed. The selection on top displays as the first column on the left side of the Agenda. In the Header column the name displayed for the column in the Agenda can be changed

3.

Header

Implementing Mobile Field Service

37

Setting up System Parameters

Setting up System Parameters

From the Parameter set up screen you can set up the following system parameters:
I I I I I I

General Agenda Parts SR Eplorer Messages Buttons

General tab
The general tab is used to define the settings of the progress clock on the dashboard.

Options
You can set these options in any sequence.
Step
1.

Option Progress clock: Show duration of day Progress clock: Show duration of task

Description The progress clock on the dashboard will show progress on your working day. Working hours are predefined and will start after turning the ignition key. The progress clock on the dashboard will show progress on the estimated duration of the task when task status has been set to working.

2.

Agenda tab
The agenda tab is used to define up to what point service representatives are allowed to make changes to their agenda, and to register car mileage.

Options
You can set these options in any sequence.

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Oracle Field Service Concepts and Procedures

Setting up System Parameters

Step
1.

Option Show Field Service Report when service representative completes task Allow changes to a completed task

Description Select to open the Field Service Report window automatically when a service representative marks a task as completed. Select to enable the service representative to edit a task when task status has been marked as completed. When deselected this option can prevent conflicts with third party products that do not allow updates to completed tasks. Select to make service requests and tasks that were scheduled in the past reappear in the Agenda until the tasks are completed or canceled. Decide for how many days you want the not completed or canceled service request and tasks reappear in your agenda. Use this to round off the times that service representatives entered. The start time is rounded off to the nearest interval backward in time and the end time to the nearest interval forward in time. Specify the number of seconds the Agenda should wait before refreshing the screen. This can help with performance and speeding up the system Must be set to match mileage system To prompt the service representative to register the car mileage on the specified actions: Start of day, Finish of day, Start of task, Finish of task.

2.

3.

Allow changes to Agendas in past Days to look back for not started tasks Round-off time

4. 5.

6.

Agenda and mail refresh wait time Mileage unit of measure register of car mileage: area

7. 8.

Parts tab
The parts tab is used to define part related options.

Options
You can set these options in any sequence.

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Setting up System Parameters

Step
1.

Option Allow stock levels below 0

Description Is selected by default, this option is useful when the electronic information on delivery of a part to a service representative is behind of the physical delivery of a part to a service representative. A service representative can still report on the use of the part although it is not defined as delivered to him on his laptop yet. Select to display detailed time and date information on part movements. This can only be displayed when it is supported by the logistic system. Select if you want the service representative to update on the serial numbers of parts out in the field

2.

Show the time with the date information Allow edit serial numbers

3.

SR Explorer tab
The Sr Explorer tab is used to define service representatives right to edit or add tasks or
service requests.

Options
You can set these options in any sequence.
Step
1.

Option Add service request Edit service request Add task Edit task Default task duration

Description

Select to allow a service representative to add a service request. Select to allow a service representative to edit a service request.
Select to allow a service representative to add a task. Select to allow a service representative to edit a task Available when a service representative is allowed to add a task. Define the default task time when a task is created.

2.

3. 4. 5.

Messages tab
The messages tab is used to define send message options.

Options
You can set these options in any sequence.

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Oracle Field Service Concepts and Procedures

Creating User Defined Queries (Views)

Step
1. 2.

Option Send message: All OMFS users Send message: Service representatives in group Beep when service representative receives mail

Description Select to enable the service representative to send messages to all Mobile Field Service users. Select to enable the service representative to send messages to service representatives that are assigned to the same group. Select to make a beep sound go off when a new message arrives at the service representatives mailbox.

3.

Buttons tab
The buttons tab is used to define the buttons on the left side of the dashboard. There are 7
buttons to define.

Options
You can set these options in any sequence.
Step
1.

Option User Defined Buttons: 1.

Description Select from the drop down list what is activated and displayed on the button.

Creating User Defined Queries (Views)

The user-defined queries are applied throughout the Oracle Field Service 11i Laptop application. They are used to customize selection criteria and information that is presented to the user, in:
I I I

the Service Request Explorer window the Views window the Field Service Report window

The queries are SQL Select -statements that retrieve records from the Mobile Field Service database. In order to create or modify user-defined queries you must have some knowledge of SQL Select-statements and the Mobile Field Service database lay out.

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Resources 2 Subinventories Assignment

Options
Perform these steps in sequential order.
Step
1. 2. 3.

Option Query Form name Remote query

Description Select a query if you want to edit it. Select an empty row to create a new query and type the title of the new query. Select from the drop-down list where to use the query in the application. Check this box if you are creating an SQL Select-statement that will be performed on the central database. Uncheck if you want the query to be performed on the local database. Note: To perform a query on the central database the service representative must be able to establish a connection to the central database.

4.

For table

Depending on the selection in the Form name option you can select from the drop-down list which table is concerned. The rate to refresh the Mobile device. Enter the SQL Select-statement. The WHERE-clause for user prompts and system variables cannot be used when you are adding or editing a query for the Field Service Report window. You can use the check button to see if you are using the correct syntaxes in the SQL Select-statement you wrote. This can only be done when you have checked the Remote query option and therefore are performing an SQL Select-statement on the central database.

5. 6.

Refresh rate SQL-Query

7.

Check

Resources 2 Subinventories Assignment

The resources to subinventories assignment screen is used to connect resources to subinventories. For now resources will be service representatives, in future other type of resources might be available.

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Oracle Field Service Concepts and Procedures

Field Service Report Types

Note: The first time this setup screen is opened you will be

prompted to select the code that applies for your organization. Make sure you choose the right organization code because you will not be able to change this once you have selected it.

Options
Perform these steps in sequential order.
Note: Updating a record results in the creation of a new record, re

query to make the record visible. You cannot delete a record.

s

Step
1. 2. 3. 4. 5. 6. 7. 8.

Option Organization: Code Organization: Name Resource Type Resource Subinventory Default Startdate Enddate

Description This field is populated with the code that was selected the first time the setup screen was opened. The name of the organization will automatically be populated once the code of the organization is selected. Enter a resource type. Select a service representative. Select the subinventory you want to connect to the service representative. Press OK to save. Select IN for good subinventory, OUT for bad subinventory and nothing for all other subinventories. Select the date for the assigning to be effective. Select the date for the assigning to end.

Field Service Report Types

In the Field Service Report types setup screen you can define the names for the reports you want to create.

Options
You can set these options in any sequence.

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Customizing Field Service Reports

Step
1.

Option Field Service Report Type

Description Enter a name for a Field Service Report type of your choice. This will be used in the Field Service Report Manager setup screen for customization.

Customizing Field Service Reports

To customize Field Service Reports you use the Field Service Report Manager setup screen. This will affect the layout of the Field Service Report on the service representatives laptop.

Prerequisites
A Field Service Report type must be available or created first.

Options
Perform these steps in sequential order.
Step
1. 2. 3. 4.

Option Field Service Report Type Find Type Name

Description Enter the name of the field service report you want to customize by entering the field service report type. Press the find button, the system will validate your entry. Select what type of field service report you want to create from the drop-down list. If necessary change the name of the field service report that will appear on the service representatives laptop. This will not change the field service report type name. Enter an Item Pattern. Enter the Task Type Name. Enter the text you want to appear in the header of the field service report. Note: Always end the text with .alx otherwise it wont show up in the header.

5. 6. 7.

Item Pattern Task Type Name Header

8.

Footer

Enter the text you want to appear in the footer of the field service report. Note: Always end the text with .alx otherwise it wont show up in the header.

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Oracle Field Service Concepts and Procedures

Customizing Field Service Reports

Step
9.

Option Default

Description Check the box to make the field service report appear on the service representatives laptop as an option to present information. Note: You cannot show field service reports with the same Type, you can select them only once.

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Customizing Field Service Reports

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Oracle Field Service Concepts and Procedures