oracle field service cloud release notes · oracle field service cloud, version 15.8.0. it also...

Oracle Field Service Cloud

Release Notes Releases 15.8.0 – 15.8.1

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Confidential || Oracle of 36

Table of Contents 1 Introduction .......................................................................................................... 6

1.1 Document Purpose and Scope ............................................................................ 6

1.2 Glossary ......................................................................................................... 6

2 Oracle Field Service Cloud 15.8.0 ............................................................................. 9

2.1 Overview ........................................................................................................ 9

2.2 Activity Segmentation ..................................................................................... 10

2.3 User Types .................................................................................................... 10

2.4 Time View in Mobility ...................................................................................... 11

2.5 Company Configuration Screen ........................................................................ 11

2.6 Manage ........................................................................................................ 13

2.6.1 Features ................................................................................................. 13

2.6.1.1 Multi-Country Geocoding ..................................................................... 13

2.6.2 Improvements ......................................................................................... 16

2.6.2.1 Unresolved Coordinates Cleared on 'Locations' Screen ............................. 16

2.6.2.2 Hints of Deleted Locations Disappear Immediately .................................. 17

2.6.2.3 Placeholders Changed ......................................................................... 17

2.6.2.4 System Property Names Changed ......................................................... 18

2.6.2.5 Daily Extract Property Names Changed.................................................. 18

2.6.2.6 Glossary Category Names Changed ...................................................... 18

2.6.2.7 Placeholders Spelling Changed from Contracted Forms to Full ................... 20

2.6.2.8 List of Postal Codes Unified .................................................................. 20

2.6.2.9 Correct Error Message Displayed for Invalid Integer Property Values .......... 20

2.6.2.10 Correct Error Message Displayed for Invalid 'Points' Value ........................ 22

2.6.2.11 'Resource Info' Screen Shown Correctly for Buckets ................................ 22

2.7 Activity Views ................................................................................................ 23

2.7.1 Features ................................................................................................. 23

2.7.1.1 Activity Bars Shortened for Activities of Long Duration ............................. 23

2.7.1.2 Activity Duration Shown on Drag-and-Drop Hint ..................................... 23

2.7.2 Improvements ......................................................................................... 24

2.7.2.1 Activities Canceled Properly in Non-Working Calendars ............................ 24

2.8 Daily Extract ................................................................................................. 24

2.8.1 Features ................................................................................................. 24

2.8.1.1 Daily Extract Supports Multi-Day Activities ............................................. 24

2.9 Mobility Offline ............................................................................................... 24

2.9.1 Improvements ......................................................................................... 24

2.9.1.1 Activity Status Restored after Synchronization Action with Error ................ 24

2.9.1.2 Route Deactivation Synchronization Conflict Autoresolved Correctly ........... 24


2.10 Outbound Configuration ............................................................................... 24

2.10.1 Improvements ...................................................................................... 24

2.10.1.1 'Bulk Size' Field Values Processed Correctly ........................................... 24

2.11 Public API .................................................................................................. 25

2.11.1 Features .............................................................................................. 25

2.11.1.1 Resource Management API Supports User Types .................................... 25

2.11.1.2 Activity Management API Supports Activity Segmentation ........................ 25

2.11.1.3 Inbound API Supports Multi-Day Activities ............................................. 25

2.11.2 Improvements ...................................................................................... 25

2.11.2.1 Inbound API – 'Future Days Limit' Parameter Handled Correctly ............... 25

2.11.2.2 Inbound API – Activity Type Change Disabled ........................................ 26

2.11.2.3 Activity Management API – 'import' Statement Removed from WSDL ........ 26

2.11.2.4 Location API – SOAP Fault Description Added ......................................... 26

2.11.2.5 History API – Updates of 'sla_window_start' and 'sla_window_end' Fields Returned ....................................................................................................... 27

2.11.2.6 History API – 'first_manual_operation' and 'first_manual_operation_user_id' Fields Returned ................................................................................................ 27

3 Deprecated Items ................................................................................................ 28

3.1 Deprecated Versions of API .............................................................................. 28

4 Oracle Field Service Cloud 15.8.1 ........................................................................... 29

4.1 Overview ...................................................................................................... 29

4.2 Manage ........................................................................................................ 30

4.2.1 Improvements ......................................................................................... 30

4.2.1.1 Internal Activity Hint Displayed ............................................................ 30

4.2.1.2 'Mass Activity' Checkbox Available When Appropriate .............................. 30

4.2.1.3 Multi-Day Activity Segments Moved to Not-Ordered Pool Properly ............. 30

4.3 Quota Management ........................................................................................ 31

4.3.1 Improvements ......................................................................................... 31

4.3.1.1 Recurring Autofill Function Working Properly .......................................... 31

4.4 Display ......................................................................................................... 31

4.4.1 Improvements ......................................................................................... 31

4.4.1.1 Visual Form Editor Working Properly ..................................................... 31

4.5 Company Settings .......................................................................................... 31

4.5.1 Improvements ......................................................................................... 31

4.5.1.1 Level of Access to Screens Retained after Migration ................................. 31

4.6 Forecasting ................................................................................................... 32

4.6.1 Improvements ......................................................................................... 32

4.6.1.1 Values Converted Correctly .................................................................. 32


4.6.1.2 'Time Slot' Filter Settings Retained after 'Category' Filter Change .............. 32

4.6.1.3 Table View Improved .......................................................................... 32

4.6.1.4 Data Imported for All Applicable Resources ............................................ 32

4.7 Collaboration ................................................................................................. 33

4.7.1 Improvements ......................................................................................... 33

4.7.1.1 System Messages No Longer Handled as Unread ..................................... 33

4.7.1.2 'Collaboration' Permission Has No Effect on Collaboration Configuration Screens ....................................................................................................... 33

4.7.1.3 Helpdesk Window Size No Longer Increases with New Messages ............... 33

4.7.1.4 Menu Items No Longer Duplicated ........................................................ 33

4.8 Reports......................................................................................................... 34

4.8.1 Improvements ......................................................................................... 34

4.8.1.1 'Print Route' Report Exported Properly ................................................... 34

4.9 Mobility ........................................................................................................ 34

4.9.1 Improvements ......................................................................................... 34

4.9.1.1 Login Works Properly .......................................................................... 34

4.9.1.2 Signature Property Displayed Regardless of Unrelated Linked Properties .... 34

4.9.1.3 Visibility of 'Design Theme' Combobox Migrated Correctly ........................ 35

4.9.1.4 Inventory Search Works Properly .......................................................... 35

4.9.1.5 Applied Theme Retained after 'Design Theme' Property Removal ............... 35

4.10 Inventory ................................................................................................... 35

4.10.1 Improvements ...................................................................................... 35

4.10.1.1 Required Inventory Edited and Deleted Regardless of Single Quote (') Symbol in 'Model' Property ............................................................................................... 35

4.11 Public API .................................................................................................. 35

4.11.1 Improvements ...................................................................................... 35

4.11.1.1 Inbound API – Actions Shown in Correct Order ....................................... 35

4.11.1.2 Inbound API – 'set_inventory' Command Logic Changed .......................... 36

4.12 System ...................................................................................................... 36

4.12.1 Improvements ...................................................................................... 36

4.12.1.1 Small Logo Displayed Properly ............................................................. 36


1 Introduction 1.1 Document Purpose and Scope This document describes the new features, changes, and significantly altered functionality introduced in

Oracle Field Service Cloud, version 15.8.0. It also provides a brief overview of minor changes and issues.

For a detailed description of the features and changes introduced in this document, please refer to the

corresponding separate documents.

1.2 Glossary The glossary below contains the basic OFSC terms used in this document.

Term Description

Activity Any time-consuming work performed by a resource

API Application Programming Interface – a particular set of rules and specifications

that software programs follow to communicate and interact with each other

Bucket

Entity appearing on the resource tree which can contain resources of a defined

type and be assigned activities

Capacity Workforce possessing the necessary work skills available at a certain moment of

time

Capacity bucket Bucket used for Quota management

Capacity category Predefined set of work skills, work skill groups and time slots within which they are

considered by the Capacity API

Context OFSC or API screen showing all available properties and action links

Daily Extract Functionality used to extract data from OFSC for further analysis and reporting

(previously referred to as DWH)

Delivery window Statistically calculated time period in which a resource is expected to start an

activity

Deprecated Term referring to functionality, API, or other elements that are in the process of

being replaced by newer ones. While deprecated items still work in the current

version, they may not function in future updates. Therefore, our clients are

advised to replace the deprecated items

Deprecation Process when some functionality, API, or other software element is identified to be

deprecated

Dynamic Routing Routing option allowing to assign only a predefined number of activities to

resources and/or assign activities only for a predefined period of time


ETA Estimated time of arrival. Predicted time at which a resource will arrive at an

appointment and start an activity, calculated dynamically for current and historical

data

Field Property present in the system by default

Forecasting Oracle Field Service Forecasting Cloud Service. Feature of OFSC allowing to

forecast the company workload on the basis of historical data

Geocoding Process of finding geographic coordinates from street addresses or postal codes

Group Feature on the resource tree identifying a particular type of resource

GUI Graphical User Interface, allows to use software by manipulating images rather

than by issuing text commands

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

Inventory Equipment that can be installed or deinstalled during an activity

Linked activities Two separate activities related so that the completion or start of one is dependent

on the completion or start of the other

Manage Oracle Field Service Core Manage Cloud Service (former Manage Application).

Serves as the command center for field operations and the central hub for viewing

real-time information about resources and their activities across the entire field

organization

Mass activity Activity involving 2 or more resources

Message

(Notification)

Communications within software (which may or may not be readable by humans),

as well as person-to-person communications delivered via computer software

Mobility Oracle Field Service Mobility Cloud Service (former Mobility Application). A web-

based application for mobile resources to execute and manage work-related

activities and ongoing communications

Not scheduled Activity not assigned to a specific date

Not ordered Activity with an unspecified order of execution in a route, so that it can be

executed at any time during the working day. Not-ordered activities do not have

defined ETAs or delivery windows

Ordered Activity with a defined place in a route, which must be performed at a specified

time of day. The order of activities can be changed; ordered activities can be

changed to not-ordered activities and vice-versa

Penalty Relative scale representing the expected increase of total cost which a particular

factor brings into routing result


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

Preassigned activity Activity which was assigned to a specific resource before the routing run

Property Field and field value, assigned to an entity in OFSC (to user, resource, activity or

inventory). There are fields and custom properties

Quota Amount of work that can be accepted for the bucket

Removal Process when functionality, API, or other element is completely removed from

software and can no longer be used

Repeating activity Activity recurring with a predefined frequency in a predefined period

Resource Element in the resource tree representing a defined company asset

Resource Tree Hierarchy of company resources, showing “parent-child” relationships

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

scheduled activities assigned to a resource

Routing Process of assigning activities to resources (usually automated)

Service Window Time frame expected by the customer for an activity as scheduled by the company

SLA window Interval of time (that may involve a range of dates) within which certain work has

to be performed according to the Service Level Agreement

Teamwork Feature that allows resources to assist each other in an activity or on an on-going

basis

Time Slot 1) Fixed service window, defined with a name and label, specifying when certain

types of activities can be performed

2) Service Window (if the activity type does not support time slots)

User 1) Person using OFSC

2) Entity used for authentication and authorization, allowing people or external

software to access OFSC

Work Skill 1) Activity that a resource is qualified to perform (resource property)

2) Qualification required to perform an activity (activity property)

Work Zone Defined geographical area in which a resource can perform an activity

Forecasting Oracle Field Service Forecasting Cloud Service. New feature of OFSC allowing to

forecast the company workload on the basis of historical data

Capacity

Management

Oracle Field Service Capacity Cloud Service. 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


2 Oracle Field Service Cloud 15.8.0 2.1 Overview Activity segmentation

User types

Time View in Mobility

Company Configuration screen Multi-country geocoding

Unresolved coordinates cleared on 'Locations' screen

Hints of deleted locations disappear immediately

Placeholders changed

System property names changed

Daily extract property names changed

Glossary category names changed

Placeholders spelling changed from contracted forms to full

List of postal codes unified

Correct error message displayed for invalid integer property values

Correct error message displayed for invalid 'Points' value

'Resource Info' screen shown correctly for buckets

Activity bars shortened for activities of long duration

Activity duration shown on drag-and-drop hint

Activities canceled properly in non-working calendars

Daily Extract supports multi-day activities

Activity status restored after synchronization action with error

Route deactivation synchronization conflict autoresolved correctly

'Bulk Size' field values processed correctly

Resource Management API supports user types

Activity Management API supports activity segmentation

Inbound API supports multi-day activities

Inbound API – 'Future Days Limit' parameter handled correctly

Inbound API – activity type change disabled

Activity Management API – 'import' statement removed from WSDL

Location API – SOAP Fault description added

History API – updates of 'sla_window_start' and 'sla_window_end' fields returned

History API – 'first_manual_operation' and 'first_manual_operation_user_id' fields returned

Deprecated items


2.2 Activity Segmentation As of version 15.8.0 Oracle Field Service Cloud is offering a smart solution for managing activities taking

several days to complete. The idea of creating an activity which can be carried on to the next day has

evolved into the concept of splitting an activity into segments which can be managed individually while

remaining parts of a single entity. This new type of activities has received the name of 'Multi-Day Activities'

describing their ability to stretch over several days.

The new functionality supports graphic representation of such activities, their assignment to one or several

resources, dynamic response to any events occurring as the activity progresses (for example, activity

reassignment, interruption, splitting into smaller tasks, etc.).

Multi-day activities are created as single entities, however, their actual reporting in terms of starting or

completing occurs at the level of individual segments. Technicians receive segments of multi-day activities in

their routes and handle them as single-day activities.

Activities' ability to split into segments is defined by the activity type. Activity type configuration now has a

new feature, 'Multi-day activity'. Activities belonging to a type with the 'Multi-day activity' feature enabled

are created as multi-day activities and, therefore, obey the rules of multi-day activities and behave as such.

Figure 1 Multi-day activity in Activities View

2.3 User Types In version 15.8.0 Oracle Field Service Cloud has introduced the User Types functionality which offers a totally

new approach to user management. Generally, user types represent the business roles adopted in the

company. The concept of User Types is intuitively clear as it suggests that each user in the company falls

under a certain user type. Each user is assigned exactly one user type corresponding to the user's functions

and defining the user's access to the system. Users of the same type have the same level of access, the

same permissions and restrictions and the same set of screens and/or fields visible to them.

User types combine the display profile and security profile settings, thus, making the user configuration


easier and reducing the risk of errors. User types also include certain settings previously configured on the

'User' screen. In other words, the 'User Types' functionality has most of the user settings in one place giving

the administrator a complete picture of how the user type corresponding to a particular business role should

be configured. Thus, the concepts of display profile, security profile and API profile have become obsolete as

their purpose is now achieved by user types.

At the same time, the basic principles of user configuration remain unchanged – the method of the user's

login to Oracle Field Service Cloud is defined by the login policy, the user's ability to use certain functions is

controlled by permissions, the user's access to screens and properties is set in screen configuration. User

configuration has become more logical, streamlined and intuitive while keeping to the high standards of

security inherent to Oracle Field Service Cloud.

2.4 Time View in Mobility In response to the fast-paced rhythm of today's business OFSC has enhanced its Mobility Cloud Service with

a totally new approach to resource management. Now a dispatcher does not necessarily have to coordinate

their field resources from their offices. The new Time View in Mobility feature allows a dispatcher to be on the

move while continuing to monitor and manage mobile personnel.

In the previous versions, a Mobility user could only manage one resource at a time. Time View in Mobility

allows viewing and controlling several resources simultaneously from a mobile device.

Figure 2 Time View in Mobility

Viewing the list of resources and their routes for several days, checking resource status and work load,

information on shifts and work skills, ability to contact a specific resource or switch to that resource's

interface – these are just a few of the possibilities offered by the new functionality.

2.5 Company Configuration Screen The 'Company Settings' menu contained the settings defining the company configuration and its basic

patterns of using various features and functions of OFSC. As of version 15.8.0, the essential settings have

been joined on a new dedicated screen, 'Company Configuration', where the user can see all company setting


options available to them at the same time and access each of them when necessary. Clicking an icon leads

to the corresponding screen.

Figure 3 'Company Configuration' screen

The settings available to each user are defined as item visibility for the corresponding user type. A new

context, 'Company Configuration', has been implemented to configure the layout of the 'Company

Configuration' screen.


Manage 2.5.1 Features 2.5.1.1 Multi-Country Geocoding As of version 15.8.0, Oracle Field Service Cloud is offering a solution for companies operating in more than

one country. The company is now able to specify the countries in which it operates. Country can be defined

as part of an address and then used in geocoding. In addition, the system allows setting the default country

to be used in geocoding when no country has been specified.

This new feature required several changes to the OFSC screens:

– The 'Business Rules' screen now has two additional fields, 'Available countries' and 'Default country

for geocoding'. By setting the 'Available countries' the company specifies the list of countries in which it

operates. The 'Available countries' field must contain at least one country.

Figure 4 'Available countries' field

The country name and translations to other languages can be edited by clicking the 'edit' button and more

countries can be added by clicking the 'plus' button.

Clicking the 'plus' button adds one country to the list of available countries. The country code can be selected

from the drop-down list and the corresponding country name is filled-in automatically.


Figure 5 Adding a country

The countries added to the 'Available countries' list are automatically added to the 'Default country for

geocoding' list and, therefore, can be chosen as the default country.

Figure 6 Setting the default country

Any country added to the 'Available countries' list can be removed by clicking the 'minus' button until only

one country remains.

The last country in the 'Available countries' list automatically becomes the default country.

– A new property, 'Country', has been added. The values of this property are the countries selected as

'Available countries'.


Figure 7 'Country' property

This property is automatically added to the 'Add location' window on the 'Locations' screen allowing to define

the country of the resource's location. If no country is selected, the default country is used.

Figure 8 Setting the country of resource's location

The same property can be added to the 'Add activity/Activity details' context, so that country is specified as

part of the activity address and then used in geocoding


Figure 9 'Country' property on 'Add activity' screen

2.5.2 Improvements 2.5.2.1 Unresolved Coordinates Cleared on 'Locations' Screen If a valid address has been entered in the 'Add location' window, the system resolved its geographic

coordinates upon a click on 'Resolve address' and filled-in the 'Latitude' and 'Longitude' fields. However, if

afterwards, any part of the address was changed to invalid and the coordinates could no longer be resolved,

the 'Latitude' and 'Longitude' field values were not cleared.


Figure 10 Coordinates not cleared with address unresolved

This issue has been fixed in version 15.8.0. As soon as the coordinates status is 'Unresolved', the 'Latitude'

and 'Longitude' fields are cleared.

2.5.2.2 Hints of Deleted Locations Disappear Immediately If a resource location had been deleted, its hint still remained on the screen.

Figure 11 Hint of deleted location

This issue has been fixed in version 15.8.0. When a location has been deleted, its hint disappears

immediately.

2.5.2.3 Placeholders Changed In version 15.8.0 some placeholders have been changed to either more grammatically correct or clearer

versions. For example, placeholder 3474, 'Activity type not found. Change criteria and try again', has been


changed to 'Activity types not found. Change criteria and try again'. Or, placeholder 8343, 'Sorry, system has

not found appropriate resource for this work' has been changed to 'No appropriate resources found for this

work'.

2.5.2.4 System Property Names Changed In version 15.8.0 the names of some system properties have been changed either to use the terminology

accepted in OFSC or to unify their spelling. The following changes have been implemented:

– the word 'provider' has been replaced with 'resource' everywhere in property names

– the word 'technician' has been replaced with 'resource' or 'mobile resource' (when meaning a non-

group resource with the ability to start activities) everywhere in property names

– the word 'equipment' has been replaced with 'inventory' everywhere in property names

– the word 'queue' has been replaced with 'route' everywhere in property names

– the word 'e-mail' has been replaced with 'email' everywhere in property names

– the words 'Id' and 'id' have been replaced with 'ID' everywhere in property names

– the 'ZIP' property name has been changed to 'ZIP/Postal Code'

– all property names have been changed to the title case

With these changes, the system property names now correspond to the accepted terminology of OFSC and to

the general spelling standards. Also, in case of the 'ZIP/Postal Code' property, the property name fits the

different postal code system implemented in different countries.

2.5.2.5 Daily Extract Property Names Changed Names of some of the properties used in Daily Extract have been changed to more human-friendly, for

example, 'message_step.msfunction' has been changed to 'Message Step Function'.

Also, all Daily Extract property names are now spelled in the title case.

2.5.2.6 Glossary Category Names Changed Names of the Glossary categories have been changed to more human-friendly which allows translating them

to other languages. Also, all names of Glossary categories are now spelled in the title case.


Figure 12 Glossary category list in previous versions

Figure 13 Glossary category list in version 15.8.0


2.5.2.7 Placeholders Spelling Changed from Contracted Forms to Full In order to bring the placeholders spelling to the generally accepted standards, contracted forms of auxiliary

verbs have been replaced with full forms. The following changes have been made:

– the word 'didn't' has been replaced with 'did not' everywhere in placeholders

– the word 'couldn't' has been replaced with 'could not' everywhere in placeholders

– the word 'haven't' has been replaced with 'have not' everywhere in placeholders

– the word 'hasn't' has been replaced with 'has not' everywhere in placeholders

– the word 'shouldn't' has been replaced with 'should not' everywhere in placeholders

– the word 'don't' has been replaced with 'do not' everywhere in placeholders

– the word 'doesn't' has been replaced with 'does not' everywhere in placeholders

– the word 'can't' has been replaced with 'cannot' everywhere in placeholders. Additionally, any

occurrences of 'can not' have been replaced with 'cannot'

2.5.2.8 List of Postal Codes Unified In version 15.8.0 the list of postal codes supported by OFSC has been unified as follows:

Previous version: Changed to:

Dutch Post code Netherlands Postal Code

Free Post code Free Postal Code

Canadian Post code Canada Postal Code

French Post code France Postal Code

Hungarian Post code Hungary Postal Code

Norwegian Post code Norway Postal Code

UK Post code UK Postal Code

US ZIP code US ZIP Code

2.5.2.9 Correct Error Message Displayed for Invalid Integer Property Values If a value entered into an integer field was outside the allowed range, the form was rejected with the

'[property_name] is not numeric' error message.


Figure 14 Error message

This error message could be misleading as the entered value was, in fact, numeric but was not in the range

set for the property. In version 15.8.0 the error message has been changed to '[property_name] is not

numeric or value outside allowed range' which clearly explains the reason of the form rejection.

Figure 15 Correct error message


2.5.2.10 Correct Error Message Displayed for Invalid 'Points' Value When a user tried to create a new shift on the 'Shifts' screen and entered a 'Points' value which was greater

than the allowed maximum value, the error message was 'Property type mismatch'. This error message did

not always inform the user correctly of the actual reason of the error.

As of version 15.8.0, the error message displayed in similar situations is 'Property type mismatch or value

outside allowed range' which is the correct description of the error.

Figure 16 Correct error message

2.5.2.11 'Resource Info' Screen Shown Correctly for Buckets If a bucket had been selected in the Resource Tree, its 'Resource Info' screen showed 'hours' and 'minutes'

fields instead of the 'day', 'time slot' and 'capacity category' checkboxes for the 'Quota is entered for'

parameter.

Figure 17 Incorrect format of 'Quota is entered for' parameter

The necessary changes have been made. Now the 'Quota is entered for' parameter is displayed correctly and

can be properly configured.


2.6 Activity Views 2.6.1 Features 2.6.1.1 Activity Bars Shortened for Activities of Long Duration If the duration of an activity is so long that the activity bar is longer than 1/4 of the Time View width, such

activity bar is shortened to 1/4 of the Time View width with a break in the middle indicating that the activity

duration is actually longer. This ensures optimal arrangement of the Time View columns and better visual

representation of the Activities List.

Figure 18 Activity of long duration on Time View

Similarly, when a long activity is dragged to another place, the 'Move' hint also shows a shortened activity

bar with a break in the middle.

Figure 19 Activity move hint

2.6.1.2 Activity Duration Shown on Drag-and-Drop Hint As of version 15.8.0, the hint appearing when activity is being dragged in the 'Activities' screen shows the

activity duration. This allows to easily estimate if the destination time interval is sufficient to move the

activity by dragging and dropping.

Figure 20 Duration shown in drag-and-drop hint


2.6.2 Improvements 2.6.2.1 Activities Canceled Properly in Non-Working Calendars If a non-working calendar was set for a resource after a non-scheduled activity had been assigned to them,

such activity could not be canceled by group action. If the user selected the activity and then used the

'Cancel' group action link, the activity was not canceled. No error or warning messages were displayed,

either.

As of version 15.8.0, non-scheduled activities can be canceled by group actions regardless of the resource's

calendar.

2.7 Daily Extract 2.7.1 Features 2.7.1.1 Daily Extract Supports Multi-Day Activities The introduction of multi-day activities required changes in the Daily Extract functionality to accommodate

the new feature.

As of version 15.8.0, the Daily Extract exports all multi-day activities in final statuses. Multi-day activities in

non-final statuses are not exported.

2.8 Mobility Offline 2.8.1 Improvements 2.8.1.1 Activity Status Restored after Synchronization Action with Error When an activity status was changed but an error occurred during the operation, Mobility did not restore the

actual status of the activity. For example, if the activity status was changed from 'pending' to 'cancelled' but

a mandatory field was not filled-in on the 'Cancel activity' screen, the activity status was still changed to

'Cancelled' in Mobility after synchronization. This resulted in the activity appearing in the wrong list

('Cancelled' instead of 'Pending').

The issue has been resolved in version 15.8.0. The activity remains in its actual state after synchronization

and an error message is issued.

2.8.1.2 Route Deactivation Synchronization Conflict Autoresolved Correctly If the same route was completed both in Manage and Mobility in the offline mode, but the completion time of

the last activity in Manage was later than the route deactivation time in Mobility, the route was not actually

deactivated in Mobility. The conflict was not autoresolved.

Now the conflict is autoresolved correctly. In the situation described above the route is deactivated in Mobility

with the deactivation time set to the time of the last activity completion in Manage + 1 minute.

2.9 Outbound Configuration 2.9.1 Improvements 2.9.1.1 'Bulk Size' Field Values Processed Correctly The 'Bulk Size' field accepts values in the range between 1 and 10000. However, when '10000' was entered,

the form was not saved and the 'Bulk Size field must be in numeric symbols ranging from 1 to 10000' error

message was displayed.


This issue has been resolved. Now notification method configuration are saved properly with the 'Bulk Size'

field value set to 10000.

2.10 Public API 2.10.1 Features 2.10.1.1 Resource Management API Supports User Types With the introduction of User Types, the Resource Management API has been enhanced to support the new

feature. A new version of the API, version 3, has been implemented. The new version contains a new

property, 'type', defining the user type. The 'type' property replaces the 'display_profile', 'api_profile',

'login_policy', 'managed_profiles' and 'profiles' properties, as a user type includes all settings previously

defined by the obsolete properties.

The new 'type' property is sent in the 'insert_user' and 'update_user' requests (mandatory for 'insert_user'

and optional for 'update_user') and returned in the 'get_user' and 'get_users_list' responses as part of user

properties.

The backward compatibility is ensured by the system's ability to interpret the 'type' property as

'display_profile' and vice versa. For example, if a 'get_user' request containing the 'type' field is sent by a

customer working with a previous version of the Resource Management API, the response will contain the

'display_profile' property assigned to the requested user.

2.10.1.2 Activity Management API Supports Activity Segmentation The Activity Management API has been enhanced to support the new feature introduced in version 15.8.0,

Activity Segmentation. All activity-related methods now work for activities with the 'Multi-day activity' feature

enabled. Particularly, a multi-day activity can be created, updated, started, etc. via the Activity Management

API using the usual 'create_activity', 'update_activity', 'start_activity', etc. methods. However, some methods

(for example, 'start_activity') operate with activity segments, rather than the entire activities, thus require

segment IDs.

In addition, the Activity Management API now includes two new methods allowing to retrieve all multi-day

activities assigned to the specified resource ('get_multiday_activities') and to retrieve all segments of the

specified multi-day activity as well as the data on the activity progress ('get_multiday_activity_parts').

2.10.1.3 Inbound API Supports Multi-Day Activities As of version 15.8.0, the Inbound API supports multi-day activities as other activity types in the system. The

only exception is the 'start_activity' command which is not applicable to multi-day activities. Multi-day

activities have to be started by another API and then processed by the Inbound API.

2.10.2 Improvements 2.10.2.1 Inbound API – 'Future Days Limit' Parameter Handled Correctly The 'Future days limit' parameter set on the 'Business Rules' screen defines the number of days within which

data can be modified both in the GUI and API. However, the 'update_activity' command of the Inbound API

worked incorrectly when the 'Future days limit' was set to approximately 2 or 3 years.

If the 'update_activity' command contained a date later than the end of the next year, but within the 'Future

days limit', the command returned the 'Date is too far in future' error. The activity was not created or


modified.

As of version 15.8.0, Inbound API handles the 'Future days limit' parameter correctly. Activities are created,

rescheduled and canceled within the period defined by the 'Future days limit' setting.

2.10.2.2 Inbound API – Activity Type Change Disabled For the purposes of consistent system behavior in the GUI and API, the ability to change the type of an

existing activity has been disabled in the Inbound API. Now on an attempt to change an activity type the

following message is returned:

<result>warning</result>

<type/>

<code>69194</code>

<description>Activity type cannot be changed</description>

2.10.2.3 Activity Management API – 'import' Statement Removed from WSDL In order to improve integration with clients not supporting import, the following line has been removed from

WSDL in the Activity Management API:

<xsd:import namespace="http://www.w3.org/2005/05/xmlmime"

schemaLocation="http://www.w3.org/2005/05/xmlmime"/>

2.10.2.4 Location API – SOAP Fault Description Added If a SOAP request contained incorrect data, the system responded with a SOAP fault. However, the error

response contained no description of the error.

For clarity purposes, the SOAP Fault response now contains the 'detail' field describing the error.

Request containing incorrect 'src_type' value:

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

xmlns:urn="urn:toa:location">

<soapenv:Header/>

<soapenv:Body>

<urn:get_source_history>

<user>

<now>2015-05-27T10:45:03+02:00</now>

<login>soap</login>

<company>qa4506</company>

<auth_string>51e715fd93f519a7057fec78527926e2</auth_string>

</user>

<company>qa4506</company>

<src_entity>198</src_entity>

<src_type>resourc</src_type>

<time_from>2015-05-20 05:00:00+0000</time_from>

<time_to>2015-05-27 09:00:00+0000</time_to>

</urn:get_source_history>


</soapenv:Body>

</soapenv:Envelope>

SOAP Fault response (previous versions):

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

<soapenv:Body>

<soapenv:Fault>

<faultcode>soapenv:Client</faultcode>

<faultstring>Bad_Request</faultstring>

</soapenv:Fault>

</soapenv:Body>

</soapenv:Envelope>

SOAP Fault response (version 15.8.0):

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

<soapenv:Body>

<soapenv:Fault>

<faultcode>soapenv:Client</faultcode>

<faultstring>Bad_Request</faultstring>

<detail>

<reason>[get_source_history/src_type]: invalid (enum) value(resourc):

valid range: [user,resource,device]</reason>

</detail>

</soapenv:Fault>

</soapenv:Body>

</soapenv:Envelope>

2.10.2.5 History API – Updates of 'sla_window_start' and 'sla_window_end' Fields Returned As of version 15.8.0, the History API response contains the updates of 'sla_window_start' and

'sla_window_end' fields in the activity updates section. The field values contain the date and time and are

returned in the following format:

"sla_window_start": "2015-05-29 04:00:00",

"sla_window_end": "2015-05-30 14:00:00"

2.10.2.6 History API – 'first_manual_operation' and 'first_manual_operation_user_id' Fields Returned As of version 15.8.0, the History API response contains the 'first_manual_operation' and

'first_manual_operation_user' fields containing the data of the first manual operation performed on the

activity after routing (the name of the first manual operation and the login of the user performing it). The


fields are returned in the following format:

"first_manual_operation": "RESCHEDULE",

"first_manual_operation_user": "admin"

3 Deprecated Items 3.1 Deprecated Versions of API – Activity Management API version 1 and version 2 – clients are advised to use Activity Management

API version 3

– Mobile Client API version 1 and version 2 – clients are advised to use Activity Management API

version 3

– Resource Management API version 1 and version 2 – clients are advised to use Resource

Management API version 3


4 Oracle Field Service Cloud 15.8.1 4.1 Overview Internal activity hint displayed

'Mass Activity' checkbox available when appropriate

Multi-day activity segments moved to not-ordered pool properly

Recurring Autofill function working properly

Visual Form Editor working properly

Level of access to screens retained after migration

Values converted correctly

'Time Slot' filter settings retained after 'Category' filter change

Table View improved

Data imported for all applicable resources

System messages no longer handled as unread

'Collaboration' permission has no effect on Collaboration configuration screens

Helpdesk window size no longer increases with new messages

Menu items no longer duplicated

'Print Route' report exported properly

Login works properly

Signature property displayed regardless of unrelated linked properties

Visibility of 'Design Theme' combobox migrated correctly

Inventory search works properly

Applied theme retained after 'Design Theme' property removal

Required inventory edited and deleted regardless of single quote (') symbol in 'Model' property

Inbound API – actions shown in correct order

Inbound API – 'set_inventory' command logic changed

Small logo displayed properly


4.2 Manage 4.2.1 Improvements 4.2.1.1 Internal Activity Hint Displayed If a resource had an internal activity assigned to a future date, such activity produced no hint when clicked.

The issue occurred in the multi-day view when the internal activity was the only activity in the route. If any

customer activities were also assigned to the same date, the hint opened properly.

As of version 15.8.1 internal activity hints are displayed properly, regardless of the date and the presence of

other activities in the route.

4.2.1.2 'Mass Activity' Checkbox Available When Appropriate Previously, the 'Mass activity' checkbox was missing from the 'Add activity' screen when the selected activity

type supported mass activity creation.

As of version 15.8.1, the 'Mass activity' checkbox is available on the screen for activities of the type with the

'Allow mass activities' feature enabled. This checkbox opens the section allowing to select the resources to

which the mass activity will be assigned.

4.2.1.3 Multi-Day Activity Segments Moved to Not-Ordered Pool Properly If a multi-day activity segment was dragged to the not-ordered pool, the system, among others, offered

'recreate all segments in this route' as one of the move options. However, when this option was selected, the

move was not actually performed while was logged in the activity history.

Figure 21 'recreate all segments in this route' option

This issue has been resolved by removing 'recreate all segments in this route' from the list of available

options for segment move to the not-ordered pool. This option has no sense for such move and is, therefore,

no longer offered.


4.3 Quota Management 4.3.1 Improvements 4.3.1.1 Recurring Autofill Function Working Properly If the 'Mass populate' functionality has been enabled, the 'Recurring autofill' function should also be available

to the user. However, when the user checked the 'Recurring autofill enabled' checkbox and filled-in the

'Recurring Autofill' form, they were unable to save it. The system responded with the 'Access denied' error

message.

Figure 22 'Access denied' error message

As of version 15.8.1 the 'Recurring autofill' function is available and working properly.

4.4 Display 4.4.1 Improvements 4.4.1.1 Visual Form Editor Working Properly In the previous versions the Visual Form Editor screen was empty for the 'Edit/View activity' context for some

user types.

In version 15.8.1 this issue has been fixed. The Visual Form Editor works correctly for all user types and all

context layouts.

4.5 Company Settings 4.5.1 Improvements 4.5.1.1 Level of Access to Screens Retained after Migration If a user had certain access to the 'Company Settings' screens before migration from the system of

permissions to the system of user types, they should have the same level of access after migration. However,


users having Read-write access to the 'Company Configuration' screens (for example, 'Business Rules',

'Activity Types', 'Display', etc.) had Read-only access to the same screens after migration.

This issue has been resolved. The level of access existing before migration is retained for each user.

4.6 Forecasting 4.6.1 Improvements 4.6.1.1 Values Converted Correctly If the 'Quota and available capacity are defined in' field was changed from 'minutes' to 'hours' or 'man-days',

the values on the Forecasting screen had invalid decimal marks – figures contained both commas and dots.

In addition, the 'Available resources' values were not converted.

Figure 23 Invalid decimal marks

As of version 15.8.1 the Forecasting screen displays correct values corresponding to the units of

measurement selected for Quota and Capacity. All values are converted correctly.

4.6.1.2 'Time Slot' Filter Settings Retained after 'Category' Filter Change If a 'Time Slot' filter had been set on the Forecasting screen, it was reset to '*' after any change of the

'Category' filter. At the same time, a reverse situation sometimes occurred – if the Forecasting data

contained several capacity categories supporting different sets of time slots, the filter was sometimes

unexpectedly changed from '*' to one of the time slots.

This issue has been resolved. The previously selected 'Time Slot' filter options remain after changes of the

'Category' filter.

4.6.1.3 Table View Improved When in the Table View one table column was unchecked, then, when the view was switched to a different

bucket with fewer columns, one of the columns was unchecked unexpectedly.

As of version 15.8.1 this issue no longer occurs. The table columns remain checked or unchecked for a

particular bucket according to such bucket settings.

4.6.1.4 Data Imported for All Applicable Resources If a user imported several resources' data to Forecasting, the imported data was applied only to the resource

which was listed first in the file. The reason was that the imported data was identified by its type and name.


Therefore, data with the same type and name was applied to the same bucket.

As of version 15.8.1 data is additionally identified by the Bucket ID and is thus applied to the appropriate

resources.

4.7 Collaboration 4.7.1 Improvements 4.7.1.1 System Messages No Longer Handled as Unread In the previous versions system messages appearing in conversations and conferences (for example, 'User

has joined the conversation', etc.) were handled as unread and marked with 'unread message' icons.

As of version 15.8.1, the system checks each message whether it is a system message. System messages

are no longer displayed as unread in Collaboration.

4.7.1.2 'Collaboration' Permission Has No Effect on Collaboration Configuration Screens Previously, if the 'Collaboration' permission was disabled for a user type, the users of such type were unable

to access the Collaboration configuration screens ('Help Desks', 'Help Desk Groups', 'User Groups' and 'User

Permissions'). However, the 'Collaboration' permission should only control the user's ability to communicate

via Collaboration, while access to configuration should not be affected.

As of version 15.8.1 the 'Collaboration' permission works correctly and has no effect on the Collaboration

configuration screens.

4.7.1.3 Helpdesk Window Size No Longer Increases with New Messages If a user sent many messages to a helpdesk operator which the operator did not answer, the helpdesk

operator's window increased in size with every received message. The operator was unable to decrease the

window size. The window size did not change after the operator took the chat, either.

This issue has been resolved in version 15.8.1. The helpdesk window remains the same size regardless of the

number of unanswered messages.

4.7.1.4 Menu Items No Longer Duplicated If a user opened a chat from history and was simultaneously invited back to the same chat by another user,

the Collaboration Menu contained duplicating items. The 'Select resource' item was repeated several times.


Figure 24 Duplicated menu items

As of version 15.8.1, the Collaboration menu works properly. Menu items are no longer duplicated.

4.8 Reports 4.8.1 Improvements 4.8.1.1 'Print Route' Report Exported Properly If the 'Print Route' report was requested for a resource having a completed activity in the route, such report

could not be exported. The 'Export' button produced an error.

As of version 15.8.1 this issue has been resolved. The 'Print Route' report is exported correctly creating a

CSV file.

4.9 Mobility 4.9.1 Improvements 4.9.1.1 Login Works Properly Sometimes, Mobility users experienced issues when trying to login to OFSC from their mobile devices. Login

was unsuccessful.

In version 15.8.1 the code has been optimized so that to prevent possible issues with login to Mobility.

4.9.1.2 Signature Property Displayed Regardless of Unrelated Linked Properties If a Mobility context layout contained both a signature property and a set of linked properties not related to

the signature property, the signature was cleared as soon as the visibility conditions of the linked properties

were satisfied. The signature was cleared regardless of the linked properties type.

As of version 15.8.1, the signature is displayed regardless of whether the visibility conditions of other linked


properties are satisfied or not.

4.9.1.3 Visibility of 'Design Theme' Combobox Migrated Correctly The previous versions of OFSC contained no special permission for the 'Design Theme' combobox on the

'User options' screen. Therefore, this combobox was always visible to all users.

After the migration from the system of permissions to the system of user types, the 'Design Theme'

combobox became hidden for the existing users. However, the existing permissions should be preserved

during migration.

This issue has been fixed in version 15.8.1. The users who had access to the 'Design Theme' combobox

before, also have the same access to it after the migration.

4.9.1.4 Inventory Search Works Properly In the previous versions inventory search in Mobility returned no results when all settings allowing search

had been made correctly and the searched inventory existed. No results were returned either from the

inventory pool or the Parts Catalog.

This issue has been fixed in version 15.8.1. Inventory search in Mobility works properly displaying all relevant

results.

4.9.1.5 Applied Theme Retained after 'Design Theme' Property Removal If a user had the 'Design Theme' property added to their 'User options' context layout and changed the

theme in Mobility, the theme reverted to the default one when the 'Design Theme' property was removed

from the context. However, property removal should only prevent the user from further changes to the

selected theme rather than actually change it.

As of version 15.8.1 the 'User options' functionality has been improved. The theme selected by the user

remains even if the 'Design Theme' property has been removed from the context layout.

4.10 Inventory 4.10.1 Improvements 4.10.1.1 Required Inventory Edited and Deleted Regardless of Single Quote (') Symbol in 'Model' Property If the 'Model' property contained a single quote symbol ('), required inventory having such property could not

be edited or deleted. Clicking 'Edit' or 'Delete' produced no effect for such required inventory.

Now this issue no longer occurs. Required inventory with the 'Model' property containing single quotes can be

edited or deleted.

4.11 Public API 4.11.1 Improvements 4.11.1.1 Inbound API – Actions Shown in Correct Order If a non-scheduled activity was canceled by the Inbound API, such activity was first moved to the scheduled

pool and then canceled. However, these actions were shown in the reverse order in the activity history – the

activity was first canceled and then made scheduled.


Figure 25 Incorrect order of actions

This issue has been fixed in version 15.8.1. Actions performed via the Inbound API are shown in the correct

order in the activity history.

4.11.1.2 Inbound API – 'set_inventory' Command Logic Changed Previously, the 'set_inventory' command creating and updating the resource's inventory performed the

following actions:

- delete all inventory in the resource pool

- create the inventory specified in the request

This way, if any inventory was already in the resource pool and the command was sent only to update its

properties, such inventory was deleted and then added again. This created many redundant 'inventory added'

and 'inventory deleted' messages while, in fact, no inventory was deleted or added.

In version 15.8.1, the 'set_inventory' command has been optimized. Now it works as follows:

- checks if inventory already exists in OFSC and updates the existing inventory properties if specified in

the request

- deletes inventory that is not specified in the request but exists in OFSC

- creates inventory that does not exist in OFSC but is specified in the request

With such logic, no redundant actions are performed and, thus, no redundant messages are sent.

4.12 System 4.12.1 Improvements 4.12.1.1 Small Logo Displayed Properly Previously, the image uploaded as the small logo in the theme was displayed only partially.

This issue has been resolved in version 15.8.1. Now the small logo is displayed fully.

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