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ORACLE E-BUSINESS SUITE RELEASE CONTENT DOCUMENT

Service Management Release 12.1 (through 12.1.3)

Prepared by EBS Product Management & Strategy

Last Updated: Version:

July 9, 2010 4.0

Copyright 2010 Oracle Corporation All Rights Reserved

Table of Contents

1. 2.
2.1.

Disclaimer Introduction
Purpose of Document

1 2
2

3.
3.1.

New and Changed Features in Service Management


Oracle Advanced Inbound Telephony
3.1.1. Overview 3.1.2. Release 12.1.1 3.1.2.1. Direct Client-side CTI Integration

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3
3 3 3

3.2.

Oracle Advanced Scheduler


3.2.1. Overview 3.2.2. Release 12.1.1 3.2.2.1. Geographic Clustering 3.2.2.2. New Scheduling Optimizer 3.2.2.3. 2008 Navteq Digital Map Data Certification 3.2.3. Release 12.1.1+ 3.2.3.1. Segmentation of Cost Parameters and Profiles 3.2.3.2. Technician Shift and Skills Management 3.2.3.3. Stand-By Shift Support 3.2.4. Release 12.1.2 3.2.4.1. Navteq 2008 Data Certification and Global Instance 3.2.5. Release 12.1.3 3.2.5.1. Third Party Scheduling 3.2.5.2. Scheduling to preferred resources based on Scheduler's cost model

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3 3 3 4 4 4 4 5 5 6 6 6 6 6

3.3.

Oracle Assignment Manager


3.3.1. Overview 3.3.2. Release 12.1.1 3.3.2.1. Sort Winning Territory Resources by Absolute Rank 3.3.3. Release 12.1.2 3.3.3.1. Follow the Sun Service Request and Task Assignment 3.3.3.2. Mass Service Request and Task Updates

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3.4.

Oracle Complex Maintenance, Repair & Overhaul (CMRO)


3.4.1. Release 12.1.1 3.4.1.1. Marshalling 3.4.1.2. OSP Receiving 3.4.1.3. Enigma 3C Integration 3.4.1.4. Various Enhancements in Engineering (forward ports from R11.5.10) 3.4.1.5. Various Enhancements in Planning (forward ports from R11.5.10) 3.4.1.6. Various Enhancements in Production (forward ports from R11.5.10) 3.4.2. Release 12.1.2 3.4.2.1. Enhance Effectivity Details definition 3.4.2.2. Enhance maintenance requirement interval definition with counter start date 3.4.2.3. Enable WIP accounting class to be updateable in production 3.4.2.4. Allow creation of a non-routine from an existing non-routine

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Oracle E-Business Suite Release 12.1 Release Content Document

3.4.3. Release 12.1.3 3.4.3.1. Descriptive Flex Field (DFF) enablement 3.4.4. Terminology

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3.5.

Oracle Depot Repair


3.5.1. Release 12.1.1 3.5.1.1. Third Party Logistics for Repairs 3.5.1.2. Supplier Warranty Claims 3.5.1.3. Invoice Third Party 3.5.1.4. Disposition Rules Engine 3.5.1.5. Defaulting Rules Engine 3.5.1.6. Dynamic Repair BOM 3.5.1.7. Bar-Coded Traveler Document 3.5.1.8. Default Repair Item as Material Demand 3.5.1.9. Service Bulletins 3.5.1.10. Manage ECOs 3.5.1.11. Enable Backflush of Non-Serialized Repair Parts 3.5.1.12. Service Parts Planning: Forecast and Fulfill Demand for Spare Parts 3.5.2. Release 12.1.2 3.5.2.1. Repair Manager Portal 3.5.2.2. Returns Management: Planned Receipt Matching 3.5.2.3. Time Clock 3.5.2.4. Complete Work Button 3.5.2.5. Filter Root Cause Codes by Repair Item 3.5.3. Release 12.1.3 3.5.3.1. Recall Management 3.5.3.2. Returns Dashboard 3.5.3.3. Environmental Impact Reporting 3.5.3.4. Warehouse-to-Warehouse Movement of Serialized Products and Parts 3.5.3.5. Partner Portal for Repair Vendor Collaboration 3.5.3.6. Warranty Claims Portal 3.5.3.7. Capture Payment and Shipping Information 3.5.3.8. Read-only Depot Workbench 3.5.3.9. Automatically Close Repair Order after Shipping Item 3.5.3.10. Recycling and Asset Recovery 3.5.3.11. Manage Exchanges and Returns of Broken Parts and Field Replaceable Units 3.5.3.12. Refurbish Internally-owned Items and Parts

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3.6.

Oracle Email Center


3.6.1. Overview 3.6.2. Release 12.1.2 3.6.2.1. Display of Email Threads during Email Response 3.6.2.2. Agent UI Queues Tab 3.6.2.3. Advanced Automatic Service Request Creation

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3.7.

Oracle Field Service

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3.7.1. Overview 17 3.7.2. Release 12.1.1 17 3.7.2.1. Technician and Administrator Portals Trunk Stock Management and Debrief Trunk Stock Visibility17 3.7.2.2. Technician and Administrator Portal - Task Scheduling 18 3.7.2.3. Technician and Administrator Portal Debrief Error Corrections 18 3.7.3. Release 12.1.1+ 18 3.7.3.1. Dispatch Center Usability Enhancements 18 3.7.3.2. Dispatch Center Advanced Task Management 19 3.7.4. Release 12.1.2 19 3.7.4.1. Dispatch Center - GPS Location Capture and Mapping 19 3.7.4.2. Field Service Technician Portal Usability and Security Enhancements 19 3.7.5. Release 12.1.3 20 3.7.5.1. Field Service High Availability Solution 20 3.7.5.2. Field Service Third Party Administrator/Technician Portals 21 3.7.5.3. Dispatch Center Third Party Management 21 3.7.5.4. eLocation Map Viewer Option 21
Oracle E-Business Suite Release 12.1 Release Content Document iii

3.8.

Oracle iSupport
3.8.1. Overview 3.8.2. Release 12.1.1 3.8.2.1. Multi-Party Access in iSupport 3.8.3. Release 12.1.2 3.8.3.1. Multi-Party Search

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3.9.

Oracle Knowledge Management


3.9.1. Release 12.1.2 3.9.1.1. Attachment Import and Authoring Improvements

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3.10.

Oracle Mobile Field Service


3.10.1. Overview 3.10.2. Release 12.1.1 3.10.2.1. Multiple Field Resources using the same Laptop 3.10.2.2. Mobile Manager/Administrators Dashboard 3.10.2.3. Open Service Request against any Product/Asset owned by the Technicians Customers 3.10.2.4. File-based Synchronization Option 3.10.2.5. Wireless PDA Parts Visibility 3.10.2.6. Wireless PDA Excess Parts Execution 3.10.2.7. Wireless PDA Ability to Change Password 3.10.3. Release 12.1.2 3.10.3.1. Store and Forward Mobile Queries 3.10.3.2. Store and Forward Automatic Synchronization 3.10.3.3. Store and Forward Pocket PC Personalization 3.10.3.4. Store and Forward Pocket PC - Wireless Integration 3.10.3.5. Store and Forward Pocket PC - Usability and Security 3.10.4. Release 12.1.3 3.10.4.1. Store and Forward Pocket PC Email Query 3.10.4.2. Wireless PDA Enhancements

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3.11.

Oracle Service Contracts


3.11.1. Release 12.1.1 3.11.1.1. Service Contracts Import

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3.12.

Oracle Spares Management


3.12.1. Overview 3.12.2. Release 12.1.1 3.12.2.1. WRP Planned Order Release Automation 3.12.3. Release 12.1.2 3.12.3.1. New HTML Parts UIs and Distance Based Search 3.12.3.2. Part Returns - Flexible Routing 3.12.4. Release 12.1.3 3.12.4.1. Supercession and Substitute Notes 3.12.4.2. Site Dedicated Stocking Locations Support 3.12.4.3. Parts Return Routing Engine

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3.13.

Oracle TeleService
3.13.1. Overview 3.13.2. Release 12.1.1 3.13.2.1. Service Costing and Profitability 3.13.2.2. Improved Field Service Execution Flows 3.13.2.3. Service Requests Search using Secure Enterprise Search (SES) 3.13.2.4. Additional Attributes in the Service Request Form 3.13.2.5. Quick Service Request Creation and Update 3.13.2.6. Enhanced Service Request Tools Menu 3.13.2.7. Charge Call-Out 3.13.3. Release 12.1.1+ 3.13.3.1. Support for International and One Time Addresses 3.13.3.2. Optimization of Service Request Creation Process 3.13.3.3. Enhanced Service Request Search capabilities 3.13.3.4. Improved Service Request Tasks Management

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Oracle E-Business Suite Release 12.1 Release Content Document

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3.13.4. Release 12.1.2 3.13.4.1. Party Site level Profile Checks 3.13.4.2. Optimization of Service Request Creation Process 3.13.4.3. Enhanced Service Request Search capabilities 3.13.4.4. Service Request Task Management Enhancements 3.13.4.5. Inactivating a contact 3.13.5. Release 12.1.3 3.13.5.1. New HTML Charges User Interface 3.13.5.2. Credit Card Capture

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Oracle E-Business Suite Release 12.1 Release Content Document

1.

Disclaimer
This Release Content Document (RCD) describes product features that are proposed for the specified releases of the Oracle E-Business Suite. This document describes new or changed functionality only. Existing functionality from prior releases is not described. It is intended solely to help you assess the business benefits of upgrading to the specified release of the Oracle E-Business Suite. This document in any form, software or printed matter, contains proprietary information that is the exclusive property of Oracle. Your access to and use of this confidential material is subject to the terms and conditions of your Oracle Software License and Service Agreement, which has been executed and with which you agree to comply. This document and information contained herein may not be disclosed, copied, reproduced or distributed to anyone outside Oracle without prior written consent of Oracle. This document is not part of your license agreement nor can it be incorporated into any contractual agreement with Oracle or its subsidiaries or affiliates. This document is for informational purposes only and is intended solely to assist you in planning for the implementation and upgrade of the product features described. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described in this document remains at the sole discretion of Oracle. Due to the nature of the product architecture, it may not be possible to safely include all features described in this document without risking significant destabilization of the code.

Oracle E-Business Suite Release 12.1. Release Content Document

Purpose of Document

2.

Introduction
2.1. Purpose of Document
This Release Content Document (RCD) communicates information about new or changed functionality introduced in Oracle E-Business Suite Release 12.1 and subsequent 12.1.x Release Update Packs and off-cycle patches. For your convenience, features are organized by product, and then by the release in which they first became available. Release 12.1.1 was the first generally-available release of Release 12.1. Features released in an off-cycle patch on Release 12.1.1, but before Release 12.1.2, are designated as Release 12.1.1+. Features released in RUP2 of Release 12.1 are designated as Release 12.1.2, and so on. Existing functionality in Release 12.0, Release 12.0.x Release Update Packs (RUPs), or prior releases is not described in this document. For a complete overview of all functionality included in prior releases, this document should be read in conjunction with the Release 12 and Release 12.0.x RUP RCDs. These RCDs can be found in My Oracle Support Document 404152.1 Release Content Documents for E-Business Suite Release 12 and 12.0.x Release Update Packs.

Oracle E-Business Suite Release 12.1. Release Content Document

Purpose of Document

3.

New and Changed Features in Service Management


3.1. Oracle Advanced Inbound Telephony
3.1.1. Overview
Oracle Advanced Inbound Telephony provides telephony integration to all major telephone systems and leading CTI middleware. This enables users of EBS Sales and Service Call Centers to leverage powerful CTI technology such as context sensitive screen pops, intelligent routing and queuing. In addition, integration with CRM applications enables agents to provide consistent handling of customer interactions. Business benefits include increased customer satisfaction, increased agent productivity, and decreased costs from accurate call routing.

3.1.2.

Release 12.1.1
3.1.2.1. Direct Client-side CTI Integration Oracle Advanced Inbound Telephony provides telephony integration to all major telephone systems and supports leading CTI middleware with serverside adapters. These serverside adapters interact with the telephony systems and provide context sensitive screen-pop functionality in the Oracle TeleService and Telesales applications. These server-side adapters have limitations in terms of scalability of the deployment and performance of the screen pops as the call information flows through multiple servers such as OTM, OTAS, and UWQ. New 12.1.1 direct client-side CTI integration addresses these issues by creating a framework for direct integration between key CRM Forms (Contact Center, Service Request and eBusiness Center) and the soft phones of any middleware vendor. This not only reduces the communication overhead (and consequentially provides faster screenpop for agents), but also improves scalability of the solution. As part of this integration, the client-side adapter already available for Contact Center Form will be provided on the eBusiness Center and Service Request Forms.

3.2.

Oracle Advanced Scheduler


3.2.1. Overview
Oracle Advance Scheduler provides powerful Field Service Scheduling and Optimization Programs that help leading service providers run efficient field service operations. It considers territories, technician availability in regular and standby shifts, spares availability, skill requirements, cost factors, access hours, and spatial data to create optimal field service schedules.

3.2.2.

Release 12.1.1
3.2.2.1. Geographic Clustering This feature provides an option for Autonomous Scheduler to sort the set of tasks being scheduled by their geographic proximity before they are inserted into the schedule. This reduces the total travel time and distance in the schedule as well as the number of times disparate technicians visit the same site/area during the schedule horizon. Service

Oracle E-Business Suite Release 12.1. Release Content Document

Oracle Advanced Inbound Telephony

providers who value travel cost reduction over SLA violation risk (the current approach) will find this new option produces schedules more to their liking. Another benefit of Geographic Clustering is that it keeps field technicians evenly spread across the territory which better positions them to quickly respond to customer emergencies. 3.2.2.2. New Scheduling Optimizer First pass schedules are never perfectly optimized as the (cheapest insertion) scheduling algorithm lacks insight into tasks that have not yet been created or scheduled. Also, the current Release 12 Optimization feature only optimizes the trip of single technician for a single day. To address these issues, a new Optimization Program has been created to squeeze more costs/travel out of the schedule. This program can optimize the scheduled trips of multiple technicians across multiple days and can be leveraged to optimize technicians trips interactively or by scheduling a background process. 3.2.2.3. 2008 Navteq Digital Map Data Certification Oracle Advanced Scheduler uses digital map data to calculate accurate drive times and distances, which are in turn used to build an optimized schedule. In Release 12.1.1, Oracle Advanced Scheduler will support all geographies (around 70+ countries) covered by Navteq digital map data including North America, Europe, and World Markets.

3.2.3.

Release 12.1.1+
3.2.3.1. Segmentation of Cost Parameters and Profiles A new Scheduler Rules UI is provided that consolidates all Advanced Scheduler setups into a single page including cost factor weights and profile options. In addition, Scheduler Rules can now be set at the Territory and Technician levels as well as the traditional profiles levels of Site, Application, Responsibility and User. For example, Default Travel Distance can now vary by Territory and Overtime Cost can be set for an individual Technician. To further enhance Advanced Schedulers ability to create optimal schedules that match the priorities and policies of leading service providers, five new Cost Factors are provided: - SLA Violation Cost by Task Priority - Technician visiting Same Site Cost Factor - Skill Level Cost Factor - No Parts Cost Factor - Stand By Shift Cost Factor SLA Violation Cost by Task Priority was added so that missing the SLA of a high priority task has a greater scheduling cost than missing the SLA on a low priority task. Technician visiting same site Cost Factor was added so that there is a cost to sending more than one technician to the same site on the same day (which increases travel and is considered bad customer service by many leading Service Providers). Skill Level Cost Factor was added to give Service Providers the ability to favor lower or higher skilled technicians when scheduling. Some Service Providers want lower skilled technicians to be utilized first (must meet the minimum skill requirement for the task) holding back higher skilled technicians in case of an emergency. However, other Service

Oracle E-Business Suite Release 12.1. Release Content Document

Oracle Advanced Scheduler

Providers prefer the opposite and want to use the higher skilled technicians first to provide the highest possible quality of service. No Parts Cost Factor was added to give preference to technicians who have the required parts but still allow techs without the parts to be scheduled if other costs are significantly lower (such as travel and SLA violation). Prior to this enhancement, Scheduler did not consider technicians that did not have all of the required parts available in time to meet the SLA (this option still exists). Stand By Shift Cost Factor has also been added so that, if available, technicians on regular shifts are preferred by Scheduler to those on stand by shifts. 3.2.3.2. Technician Shift and Skills Management The ability to create and adjust technician shifts interactively has been added to the Dispatch Center. Previously, shifts could only be created and updated by a concurrent (batch) program which proved a very rigid process. This feature gives dispatchers the ability to quickly adjust a technicians shift if, for say, the tech will be starting an hour latter tomorrow. The ability to specify Shift Start and End Locations other than the techs home address has been added to better support technicians who travel to remote locations or who start their day from the office instead of their home. The user can select Start and End Locations from the techs primary ship to or any of his/her other addresses. Any address in TCA can also be used and even one time addresses can be created and used. Currently, Scheduler provides an option to totally include or exclude travel to the first task of the day (and home from the last task of the day) within the shift (on company time) or outside of the shift (tech personal own time). This functionality has been enhanced to allow Service Providers to split this time so that only a portion of the travel is scheduled outside the shift. This is particularly useful when a tech livers far away from his/her territory. Advanced Scheduler matches the skills required for a task to the skills of the available technicians. Skills can be product oriented (e.g. model TCT-500s) or non-product oriented (e.g. French). Service Providers typically have hundreds of products to support and find it quite difficult to maintain tech skills for each product. To elevate this issue, we are providing the ability to define and match skills at the Product Category Level. 3.2.3.3. Stand-By Shift Support Service Providers typically offer 23x7x265 support and field service especially when their equipment is mission critical (e.g. medical devices). To provide this service, field technicians are typically required to intermittently be on stand by in case an emergency call comes in after regular hours or on the weekend. To support this requirement, we have added the ability to create standby by shifts, to view stand by shifts in the Dispatch Center, and to include stand by shifts in the Advanced Schedulers logic. Several options are provided on how AS uses technicians on stand by shifts (never, day by day, regular then stand by). Also, a new cost factor has also been added so that, if available, technicians on regular shifts are preferred by Scheduler to those on stand by shifts. Many Service Providers use different Territories after hours and on weekends (usually much larger). To support this requirement, new Territory Qualifiers (Time of the Day and Day of the Week) have been added.

Oracle E-Business Suite Release 12.1. Release Content Document

Oracle Advanced Scheduler

3.2.4.

Release 12.1.2
3.2.4.1. Navteq 2008 Data Certification and Global Instance In this release, Advanced Scheduler has been certified against the latest Spatial Data Set provided by partner Navteq. In addition, support for all Navteq data (Europe, US, Asia, etc.) on a single instance is now available.

3.2.5.

Release 12.1.3
3.2.5.1. Third Party Scheduling OEMs often outsource field service to Third Party Service Provides for a variety of reasons including the ability to deliver service in remote geographies, after hours, and on weekends, as well as to handle simple tasks more cheaply. In this release, Advanced Scheduler has been significantly enhanced to support scheduling, releasing, and managing tasks to be executed by Third Party Organizations. Support for Third Party scheduling has been built based on the assumption that Third Party Organizations (Service Providers) have unlimited capacity to execute field service Tasks but are only available during the times defined in their Calendar. Scheduling to Third Party resources can be completely automated by the background Autonomous Scheduler engine or can be performed interactively with the Interactive Scheduler user interface. This encompasses enhancements to support the definition and recognition of Third Party entities in Advanced Scheduler and to allow Third Party Organizations to perform the customer confirmation process. 3.2.5.2. Scheduling to preferred resources based on Scheduler's cost model Advanced Scheduler sources technicians from Territories, Contracts and/or Install Base based on the requested sourcing options. Currently, when Territories is one of the resource identification sources along with Contracts or Install Base, Advanced Scheduler only considers technicians that are assigned to Contracts/Install Base AND are also assigned to the winning Territories. In this release, Scheduler is enhanced to consider all eligible resources from the Winning Territories regardless of whether they are part of the Contract or Install Base records. This enhanced logic effectively utilizes the existing cost factor Preferred Resource violation Cost so that Service Providers can give preference to the Technicians listed in the Contract/Installed Base. In addition, the Scheduler UI has been enhanced to display Technician Source (Contracts, Install Base or Territories), to enable the dispatchers to make intelligent decisions while scheduling interactively.

3.3.

Oracle Assignment Manager


3.3.1. Overview
In todays marketplace, it is imperative that sales forces and service teams maximize their productivity. This can be achieved with territory structures that clearly define lines of ownership. With Oracle Territory Manager, sales operations and territory administrators will find it easy to manage large, complex territories hierarchies effectively and efficiently. Oracle Assignment Manager and Oracle Advanced Scheduler leverage this powerful territory functionality to drive the assignment Service Requests, Tasks, Leads, etc. to qualified resources.

Oracle E-Business Suite Release 12.1. Release Content Document

Oracle Assignment Manager

3.3.2.

Release 12.1.1
3.3.2.1. Sort Winning Territory Resources by Absolute Rank Assignment Manager is used for fetching the qualified resources and assigning them to the SR and/or Task object. It fetches resources from multiple sources, including Service Contracts, Installed Base and the Territories setup. After fetching the resources from Territories setup, resources are implicitly sorted based on the system generated Territory Identifier. Customers like Casema and Telia Sonera, have requested functionality in Assignment Manager to support a resource sort order based on Absolute Rank of the Territories. Absolute Ranks are derived based on the setups done and hence controlled by the users. This feature provides a configurable option in the Assignment Manager module to sort a set of Territory Resources based upon the absolute rank associated with the Territory definition, rather than the Territory Identifier. Advanced Scheduler is an important consumer of the Assignment Manager module and it is one of the beneficiaries of this change. While scheduling tasks to technicians, Scheduler looks for plan options among technicians returned by the Assignment Manager in the order in which it receives the list of resources. Hence the sort order of the resources by the Assignment Manager is critical. Similarly Dispatch Center and TeleService modules will benefit from this enhancement.

3.3.3.

Release 12.1.2
3.3.3.1. Follow the Sun Service Request and Task Assignment Many service organizations provide global support on a 24 x 7 x 365 basis and need tools to route incoming work to the correct support center/group as well as transfer work between groups at the end of the work day/shift. In 12.1.2, Oracle Assignment Manager has been enhanced to consider support center/group work calendars when assigning Service Request and Tasks. In addition, an option to consider call center agent and tech support engineer work calendars is provided for service providers who use the push model. 3.3.3.2. Mass Service Request and Task Updates New OA HTML based user interfaces have also been introduced to provide mass update capability for service requests and tasks. These features can be used by support duty managers to quickly handover high priority work items to another support center/group when their shift ends. Note: The ability to mass update tasks is introduced in Release 12.1.3.

3.4.

Oracle Complex Maintenance, Repair & Overhaul (CMRO)


3.4.1. Release 12.1.1
3.4.1.1. Marshalling In an engine overhaul shop, once the tear down has been initiated, hundreds and even thousands of parts are liberated from assemblies and sub assemblies that make up one working engine. At this point, some parts need to be replaced with new, some inspected and reused, and others reconditioned and reused. Marshalling is the organizing of these parts and the planning for the reassembly to take place. Marshalling Features:

Oracle E-Business Suite Release 12.1. Release Content Document

Oracle Complex Maintenance, Repair & Overhaul (CMRO)

Provide a place and a way to stage materials in a Marshalling area for an upcoming visit Provide a view of the Marshalling area to include the unit status, material requirements, staged materials, and the materials not yet available Provide a way to request needed materials Provide a view of a unit, its visits, and the status of its visits

3.4.1.2. OSP Receiving The Service Order Receiving flow is a specific grouping of functions needed for the receipt and subsequent return to service of parts and assemblies that are inbound from an external repair station. OSP Receiving Features: Support receipt of part Support receipt of service Support of planned and unplanned part exchanges Support of staging parts for inspection Support put-away of part

3.4.1.3. Enigma 3C Integration CMROs integration to Enigmas 3C document publication system links documents such as the illustrated parts catalog (IPC), engine manual and wiring diagram to the master configuration in engineering. It also enables the creation of routes and operations based on the aircraft maintenance manual (AMM) published in Enigma 3C. For this process CMRO receives the AMM in a XML file and automatically loads the data into route management and builds a link to the actual manual page. If the AMM is revised on Enigmas side CMRO will receive a revision report and revises the routes and operations accordingly. Through this integration, Engineers and Technicians have the ability to navigate to the manuals in Enigma 3C either from a position of the master configuration or unit configuration, the routes in route management or from the work orders on the shop floor. 3.4.1.4. Various Enhancements in Engineering (forward ports from R11.5.10) Ability to add a node to a unit configuration without knowing its parent node. The node will show up as an extra node in the unit configuration Enable the descriptive flex-field in the unit configuration user interface Ability to load master configuration rules through a public API Ability to access the maintenance requirement user interfaces in a view-only mode Ability to search for maintenance requirements with additional attributes for route type and program sub type Ability to define a resource requirement in route management for a specific department that might differ from the general department the ensuing work order is assigned to. Ability to access route management and document index user interfaces in readonly mode.

Oracle E-Business Suite Release 12.1. Release Content Document

Oracle Complex Maintenance, Repair & Overhaul (CMRO)

3.4.1.5. Various Enhancements in Planning (forward ports from R11.5.10) Ability to close a visit from the visit work package user interface the same way as closing a visit from production by navigating to visit close user interface. Ability to search for the route system key flex-field when adding maintenance requirements to a visit

3.4.1.6. Various Enhancements in Production (forward ports from R11.5.10) Ability to update a unit configuration from a work order in production, in order to record the actual unit information at receipt and disassembly of a unit on the shop floor without having to go through the parts change process. Ability to custom configure the update of work orders through a public API and pre- and post-user hooks within the API Visual support in the work order user interface to indicate that a work order is ready to be signed off (all operations have been signed off) and the ability to search for work orders that are ready to be signed off. Ability to specify a reason to work order status of hold and parts hold

Ability to view the net quantity of the material in a work order. The information is viewable in the material requirements and material transactions user interface

3.4.2.

Release 12.1.2
3.4.2.1. Enhance Effectivity Details definition The Maintenance Requirement Effectivity Details UI will be split up into four separate tables, one for defining the serial number effectivity details (as it is currently), one to define the owner(s), one to define the location(s) and one to define the extended attributes. If the user wants to setup effectivity based on from-to serial number, owner and location, they have to create a row for all permutations of from-to serial number, owner, location and extended attributes. The user can setup any number of serial numbers (fromto), any number of owners and any number of locations and any numbers of extended attributes. Each table will have the Exclude checkbox. Conditions entered in all the tables have to be satisfied for the instance to be applicable. If the user wants to setup effectivity based on owner or location, then they have to create 2 different effectivity and then for one effectivity define effectivity detail based on owner and for the other define effectivity detail based on location. 3.4.2.2. Enhance maintenance requirement interval definition with counter start date The interval threshold definition is enhanced with a column (yes/no), that defines whether the first occurrence of the MR includes the interval when calculating the due date. If the value of the column is yes, the BUE process will calculate the first occurrence of the MR as interval start value + interval. If the value of the column is no, the BUE process will calculate the first occurrence of the MR as the interval start value without considering the interval (current behavior).

Oracle E-Business Suite Release 12.1. Release Content Document

Oracle Complex Maintenance, Repair & Overhaul (CMRO)

The checkbox is only relevant if a start value has been defined, otherwise it should not be enterable. A start date can be either in the future or in the past. 3.4.2.3. Enable WIP accounting class to be updateable in production The WIP accounting class attribute will be updateable in the work order update user interface. A valid value can be selected from a list of values. The list contains values defined through the set up for WIP accounting class in WIP. 3.4.2.4. Allow creation of a non-routine from an existing non-routine A new function will be provided to give a user access to log a non-routine against an existing non-routine work order. If a user is entitled to do so, the user needs to get access to this function. Without access to this function a user will be restricted from creating a non-routine form an existing non-routine, which is the current behavior of the application and will be the default.

3.4.3.

Release 12.1.3
3.4.3.1. Descriptive Flex Field (DFF) enablement The setup and transaction pages provide fields to capture most of the information required by users. Changes in business requirements and legacy system integration can create requirements for additional information in these pages. In order for user to capture additional information on the CMRO pages, there is a need to enable Descriptive Flex Fields (DFFs). The data entry into a DFF can be setup as mandatory or optional. If the CMRO object can be created using public API, then the user should be able to enter the DFF values using a public APIs for that object as well. The user can also create additional triggers for entering information in the DFFs from the data defined in other pages. The enablement of DFFs provides the best way to capture these additional data requirements, without the need to create hard customizations of additional fields on the setup and transaction pages. DFFs will be enabled on following objects: Document index-Create Page the entity Document index-Edit Page Document index-Create Revision Page Entity Document Index- Edit Revision Page Operations- Create Page Operations Edit/Revision Page Operations Material Request UI Route - Material Request UI Fleet Maintenance Program- MR Creation Page Fleet Maintenance Program- MR Revision Page Fleet Maintenance Program- MR View Page Routes-Creation Page Routes-Revision Page Enabling DFF on Disposition List Details (Disposition Association From Routes) Composition List
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Visit- Create Page Visit- Edit Page Visit Stages Flight Schedule-Create/Update Visit Task( Edit Mode) Visit Task( View Mode) Initial Accomplishment Maintenance Requirement Deferral Create Task / Unassociated Task. Non-Routine Request header- Planning Create Non-Routine Work Order/Execution

3.4.4.

Terminology
Term UMP VWP OSP Definition Unit Maintenance Plan Visit Work Package Outside Processing

3.5.

Oracle Depot Repair


3.5.1. Release 12.1.1
3.5.1.1. Third Party Logistics for Repairs Broken products, repaired products, and exchanges need to be moved and tracked between service organization, customer, and third parties. Oracle Depot Repair will support the following models of third party repair logistics: Ad-hoc Repairs - A repair organization can manually create orders to ship items to a third party or RMA items back from a third party. OSP orders for repair service can be automatically generated from repair jobs. Cross Dock Repairs - A repair organization can send broken customer product out for third party repair immediately upon receipt. Depot Repair defaults the appropriate repair vendor and ship-to location based on customer-defined disposition rules. Overdue returns trigger escalation notifications. Third party refurbishment status is tracked via workflow and/or iSupplier Portal. Portal Repairs - A repair organization can provide a third party repair shop with technician portal access. The third party can view repair orders assigned to them, update status, capture time and materials, and capture symptoms and root causes. The repair organization gets to keep the repair intelligence without exposing customer or pricing information to an outside party. Control Tower Repairs - A repair organization may coordinate the repair process without executing any repair or fulfillment operations in-house. Customer broken products are routed to third party repair shops while exchanges
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are sourced from OEMs or third party distribution centers. Depot Repair defaults the appropriate repair vendor, ship-to location, exchange warehouse and shipfrom location based on customer-defined disposition rules. Overdue returns and refurbishments trigger escalation notifications. Third party refurbishment status is tracked via workflow and/or iSupplier Portal. 3.5.1.2. Supplier Warranty Claims Organizations that perform repairs on products manufactured by other companies need a mechanism for reporting and settling warranty claims with the OEM.

Send Claim to Supplier


Depot Repair will provide the ability to capture claim data (OEM account, OEM bill-to, parts, labor, replaced parts, and so on) and trigger the claim submission workflow. Multiple claims can be made against multiple vendors per repair order.

Track Approval Status and Claim Number from Supplier


Depot Repair will provide fields to capture the supplier warranty claim number and warranty claim status from the suppliers claim management system. Multiple claim numbers and statuses can be tracked per repair order. 3.5.1.3. Invoice Third Party Depot Repair will allow sending repair invoices to a different party from that which logged the service request. Invoices can be sent to multiple parties for a single repair order. 3.5.1.4. Disposition Rules Engine Repair type, repair location, repair organization, third party repair vendor, exchange from location and other values can be defaulted at time of repair order creation based on customer-defined rules. Rules can be based on repair item, repair location, customer, contract, and so on. 3.5.1.5. Defaulting Rules Engine Repair queue, repair owner, priority and other repair order values can be defaulted at time of repair order creation based on customer defined rules. Rules can be based on repair item, repair location, customer, contract, and so on. 3.5.1.6. Dynamic Repair BOM

Dynamic Repair BOM Selection


Depot Repair will provide a new screen to display the exploded bill of materials for an item. Checkboxes next to each component allow a technician to quickly select the parts needed for repair, significantly reducing the number of clicks required. Parts selected will be added to the repair estimate.

Create Job from Estimate


Depot Repair will provide the ability to automatically generate a repair job from the repair estimate. Repair parts from the estimate will be converted to material demand on the repair job and allowing part sourcing via Oracle Advanced Planning and Scheduling. 3.5.1.7. Bar-Coded Traveler Document Depot Repair will provide an out-of-box bar-coded traveler document. Traveler documents allow easy identification and disposition of items in the repair shop. Barcoded serial numbers and repair order numbers allow technicians to quickly find repair records without typing.

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3.5.1.8. Default Repair Item as Material Demand Depot Repair will default the repair item as material demand on repair jobs. Because repair jobs always create an additional quantity of the item on the job, it is necessary to consume the repair item as material on a job to keep the inventory system in balance. In the past, all customers using WIP for repair jobs were required to manually enter the repair item on the job. 3.5.1.9. Service Bulletins Depot Repair will automatically link a service bulletin to a repair order based on customer-defined service bulletin rules. Service bulletins provide information to repair managers and technicians regarding: Recalls ECOs, FCOs, or Supercessions Regulatory Compliance - WEEE, RoHS, International Laws Parts Shortages Up-sells and Cross-sells Special Customer Entitlements, Priority, or Expedited Processing Processing Exceptions - Late Repair Orders, RMAs, Loaners, or Vendor Shipments

3.5.1.10. Manage ECOs Depot Repair will automatically notify technicians that there are engineering change orders that have not yet been applied when products come in for repair. For products that require an ECO, the system will automatically apply the BOMs and routes needed to perform the ECO when repair jobs are created. Notifications will not be triggered for ECOs that have already been applied to a specific item instance. 3.5.1.11. Enable Backflush of Non-Serialized Repair Parts For non-serialized parts, allow automatic tracking of parts consumption when the repair job is closed. This will reduce the repair technician clicks on jobs where components arent tracked serially. 3.5.1.12. Service Parts Planning: Forecast and Fulfill Demand for Spare Parts Oracle Advanced Planning and Scheduling will utilize historical repair order data to forecast the demand and yield for spare parts. APS will automatically generate repair orders within Depot Repair to refurbish defective parts into usable parts to satisfy anticipated repair demand.

3.5.2.

Release 12.1.2
3.5.2.1. Repair Manager Portal The Repair Manager Portal provides the ability to monitor and manage the return center from a single screen. It allows a manager to: monitor all escalated, aging, past-due, or on-hold repair orders bulk create and mass update repair orders monitor how many of each product are being returned to detect quality events set return thresholds to trigger automatic quality event notifications

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The Portal provides instant visibility to bottlenecks and process exceptions and allows the user to manage those exceptions quickly. 3.5.2.2. Returns Management: Planned Receipt Matching The Bulk Receiving screen has been enhanced to allow the receipt of both planned and unplanned returns from a single screen. For each package received at the return center, the receiving clerk just enters the customer name, serial numbers, items and quantities while the system matches expected receipts to RMAs and automatically creates and receives new RMAs and repair orders for unexpected materials. The Bulk Receiving screen has also been enhanced to support locator, lot and revision controlled items. A receiving clerk can also now search for the customer name based on a service request number, and an external reference number can be captured at time of receiving. 3.5.2.3. Time Clock The Repair Technician Portal has a new widget that allows the technician to clock in and clock out for a repair. The system will track the amount of time a technician spends clocked in on a repair and automatically capture that time as a resource transaction. The technician no longer needs to manually track time spent on a job or manually enter that information into the system. The technician can pause the clock when taking breaks and can allocate time to different operations. 3.5.2.4. Complete Work Button The Repair Technician Portal has a new Complete Work button that allows the technician to complete jobs and operations, issue materials, capture labor time and transact resources with a single button push. Prior to the addition of this button, a technician had to transact all of that information in the system manually. 3.5.2.5. Filter Root Cause Codes by Repair Item The Repair Technician Portal Debrief tab displays root cause codes for a technician to check off after repair completion. Previously this tab displayed every active root cause code no matter what item was under repair. However, in most businesses, not all root cause codes apply to all items, and the list of codes could be needlessly long. This enhancement provides a new setup screen where each root cause code can be linked to specific items or item categories. Based on this setup, the Repair Technician Portal will display only root cause codes that match the item or category of the item being repaired.

3.5.3.

Release 12.1.3
3.5.3.1. Recall Management New capability has been added to manage recalls. A recall is an action taken to address a problem with an item that makes it likely to fail, cause injury or violate safety laws. Depot Repair will provide the ability to

create and update recall records link the list of impacted item instances to the recall specify the service activities and corrective actions required track and monitor progress, accrued cost and estimated remaining cost

3.5.3.2. Returns Dashboard A new dashboard has been added to enable a company to monitor all of its return streams and the amount and value of material being returned in each. Businesses can use this information to reduce the overall number of returns, to react quickly to unexpected
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increases in the number of returns, and create programs to increase the recovery of higher-value assets. 3.5.3.3. Environmental Impact Reporting A new dashboard has been added to enable a company to monitor how much returned material is re-used, recycled, sent to landfill or disposed as hazardous material. Actual disposition is tracked against configurable thresholds. Businesses can use this information to develop more effective ways to re-use and recycle materials and to build products that create less waste and hazardous material. 3.5.3.4. Warehouse-to-Warehouse Movement of Serialized Products and Parts A new screen has been added to enable quick and easy movement of products and parts from one inventory organization to another using Internal Sales Orders. This new capability improves on the existing process by tracking serial numbers for serialized parts and by removing the restriction that every move-in line must have a matching move-out line with the same item and quantity. For businesses that model third-party warehouses, distribution centers, repair centers or field service drop-off sites as inventory organizations, this new screen allows easy tracking and movement of materials to, from and between these third party locations. 3.5.3.5. Partner Portal for Repair Vendor Collaboration The Technician Portal and Bulk Receiving screens have been retro-fitted to be deployable to service partners over the Internet. Authorized partners can receive against RMAs, manage discrepancies, access checklists, send and receive notes and view item/part savelists online; furthermore, they can enter inspection data, fault codes and regulatory sign-offs directly in the enterprises database. For businesses that work with multiple repair vendors, providing an Internet portal with which to capture data is significantly more cost effective than creating system-to-system integrations with each partner, and also significantly reduces the barriers to adding or changing partners. 3.5.3.6. Warranty Claims Portal A new solution using iSupport and Depot Repair enables a company to receive online warranty claims from authorized service partners (ASP). ASPs can self-register using iSupport, and can submit claims through Depot Repair that include parts used, labor required, root cause, checklists and notes. The system will auto-create shipment lines for replacement part, RMAs for the return of broken parts, and actual lines for financial settlement with the ASP. 3.5.3.7. Capture Payment and Shipping Information A new hyperlink has been added to Sales Order Numbers in the Depot Workbench that allow users to click on the hyperlinked Order Number and launch the Sales Order Form. The user can then capture payment and shipping information directly on the Sales Order Form without having to leave the Depot Workbench and navigate to the Sales Order Form. 3.5.3.8. Read-only Depot Workbench A new responsibility has been seeded for users whose jobs require them to view but not update the data in the Depot Workbench. These users can now launch the Depot Workbench in read-only mode.

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3.5.3.9. Automatically Close Repair Order after Shipping Item A new workflow node is provided that can be linked to the OM Line Type used for repair shipments which will automatically close the repair order after the item ships. This will reduce user clicks and improve the accuracy of data for reporting. 3.5.3.10. Recycling and Asset Recovery New capabilities have been added to support recycling and asset recovery flows. This Return to Recover process supports both businesses that perform recycling and asset recovery and businesses that contract with third parties for recycling and recovery. 3.5.3.11. Manage Exchanges and Returns of Broken Parts and Field Replaceable Units Depot has long had the capability to manage exchanges and returns of both products and parts, and in this release new capability has been added to simplify the movement of broken parts to, from and between internal and third party warehouses. 3.5.3.12. Refurbish Internally-owned Items and Parts Depot has long had the capability to refurbish internally-owned items and parts, and in this release new capability has been added to simplify the movement of broken product and parts to, from and between internal and third party warehouses.

3.6.

Oracle Email Center


3.6.1. Overview
Oracle Email Center is a comprehensive solution for managing high volumes of inbound email. Oracle Email Center reduces the cost per email interaction by automatically replying to certain email inquiries as well as routing others to a skilled set of agents and providing them with a full featured console with cross application functionality. Oracle Email Center increases customer satisfaction and reduces customer attrition by providing quick, accurate and consistent responses. It also increases agent's efficiency through the use of a full featured, Email Center agent console thereby reducing agent turnover.

3.6.2.

Release 12.1.2
3.6.2.1. Display of Email Threads during Email Response With this new capability, the agents now have easy access to the emails that have been previously exchanged with the customer regarding the email/ issue that they are working on. All the emails threads related to this specific email are displayed to the agent in descending order of time. The agents can access this information by navigating to the Thread tab on the message component. 3.6.2.2. Agent UI Queues Tab A new Tab has been added to the Agent UI to allow agents to view the subject of each email in their queues as well as drill down to see the entire body of the email. This feature allows agents to cherry pick the emails they want to work on/respond to instead of being forced to work on the email at the top of the queue. To enable similar functionality in the UWQ, the Email Queue Node has been made visible to Agents (previously only available to Managers). Email Center Administrators can define queues as being visible to agents or not. Additionally, administrators can define a group of agents that are allowed to view a particular queue.

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3.6.2.3. Advanced Automatic Service Request Creation In R12, the service requests can be automatically created and updated from the inbound emails. In 12.1.2, this feature has been enhanced to parse the text of the inbound emails and extract the information such as customer, product, serial number, address, and problem code contained in emails body as per defined parser rules. This extracted information is passed to the service request API to populate the corresponding fields in the service request during the service request creation process. As part of the Advanced Service Request creation feature, the administrators can create parser definitions i.e. define the tags within which the data needs to be parsed and define the corresponding field on the Service Request schema this data would be mapped to. When used in conjunction with the Auto Create Service Request rule, the data captured by the parser definition will be sent to the service request being created from the inbound email.

3.7.

Oracle Field Service


3.7.1. Overview
As service and customer care becomes a more important part of global business strategy, field service organizations are faced with a growing number of challenges and opportunities. Dispersed staff coordination, complex technical issue resolution, inventory management, and increasing tougher Service Level Agreements (SLAs) are challenges to running a profitable field service business. Oracle Field Service offers a complete solution which leading field service organizations have successfully deployed to optimally utilize resources, minimize costs and improve customer satisfaction. Oracle Field Service drives profitability by supporting and automating key field service process such as scheduling, dispatching, debriefing and billing. Oracle Field Service improves customer satisfaction by automatically scheduling tasks to insure customer expectations and contractual agreements are fulfilled efficiently. A variety of constraints and objectives are considered including technician shifts/availability, skill requirements, parts requirements/availability, and street level geo-spatial data.

3.7.2.

Release 12.1.1
3.7.2.1. Technician and Administrator Portals Trunk Stock Management and Debrief Trunk Stock Visibility In Release 12, Oracle Mobile Field Service - Laptop provides trunk stock inventory visibility while the Field Service Technician Portal (FSTP) and Field Service Administrator Portal (FSAO) UIs do not have this very useful feature. In Release 12.1.1, the FSTP and FSAP UIs have been enhanced so users (technician or administrator) can view parts inventory balances and reservations in a technicians trunk stock location as well as other inventory locations he/she has been assigned (e.g. district office stock room, parts sheds, nearby technician trunk stock, etc.). On this new page, the technician will have the ability to: View inventory balances for all of the sub-inventories assigned to a technician View reservations against the inventory balances in these sub-inventories

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View transaction history details for these sub inventories

Additionally, the Item LOV in the DebriefMaterialsInstall region has been enhanced to include On Hand Quantity and Available Quantity to hold the technician debrief accurately. 3.7.2.2. Technician and Administrator Portal - Task Scheduling In Release 12, Oracle Mobile Field Service Wireless PDA solution provides the capability for technicians to schedule follow-up and new tasks while the Field Service Technician Portal (FSTP) does not provide this capability. A new feature is provided in 12.1.1 that gives users of the FSTP the ability to schedule new and follow-up tasks while at the customer site. This improves customer satisfaction as the customer knows immediately when someone is coming back to do the work at a time that is convenient. It improves efficiency as the field technician does not have to call his/her dispatchers to get the task scheduled. The following scheduling modes are supported: Self Schedule Window to promise Intelligent

3.7.2.3. Technician and Administrator Portal Debrief Error Corrections In Release 12, only Parts Debrief Lines can be corrected/reversed by entering a new debrief line. Corrections/reversals of Labor and Expense Debrief Lines are not allowed which distorts our DBI labor utilization reports among other issues. Many customers, such as BCI and Eaton, have requested this feature. With this new 12.1.1 feature, users can now debrief labor and expense correction lines and automatically generate credits from them in Charges.

3.7.3.

Release 12.1.1+
3.7.3.1. Dispatch Center Usability Enhancements The Dispatch Center UI provides Dispatchers and Service Coordinators a work bench to perform most of their scheduling and monitoring functions. Even though the current the Dispatch Center UI provides many best in class features including Plan Board, Interactive Scheduling Chart, Map, and Schedule Management, it is missing a few features needed by some of our more sophisticated customers like NCR, Beckman Coulter, Hitachi, and Telefonica. In this release, we have added the following new features: A sortable Task Table replaces simple Task List. It displays relevant information about each task such as task description, task status, customer name, address and SLA dates and timings. A Task Quick Find feature as been added so dispatchers can quickly navigate to the desired task in the Plan Board or Scheduling Chart. Almost all Task Attributes have been exposed in the Dispatch Center so the dispatcher does not have to navigate to other UIs like the Service Request or Task Manger Forms to make basic updates.

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More icons have been added to the Scheduling Chart so dispatchers can see the task attributes most critical to decision making in their particular scheduling environment. Direct access to the new HTML Parts UI is provided making it more efficient for dispatchers to perform Spares functions (sourcing, ordering, and receiving) on behalf of their field technicians, 3.7.3.2. Dispatch Center Advanced Task Management The Dispatch Center has been enhanced to allow users to easily create Follow-up Tasks and Personal Tasks on behalf of a technician. Follow-up Tasks need to be created when a technician cannot finish a Service Request due to lack or parts, skills, or time. Personal Tasks are created to block out time for doctor appointments, meetings, vacation, etc. Previously, users had to navigate to completely separate UIs to create these tasks. All Task update UIs, including the Dispatch Center, have been enhanced to prevent the user from putting a task into a status that conflicts with another task. For example, it doesnt allow the tech to be traveling to two different locations at the same time or working on tasks at different locations at the same time. This functionality is configurable (new setup UI) so Service Providers can determine which statuses should not be in conflict.

3.7.4.

Release 12.1.2
3.7.4.1. Dispatch Center - GPS Location Capture and Mapping Global Positioning System (GPS) technology is now commonly available in phones and on trucks/cars. Leading service providers are taking advantage of this technology to reduce travel, respond to emergencies and source parts. In this release, we are providing OOB integration to leading GPS service providers to capture and map resource/technician locations and routes. GPS locations are also used in our new Distance Based Parts Sourcing Logic. 3.7.4.2. Field Service Technician Portal Usability and Security Enhancements The Field Service Technicians Portal (FSTP) provides all of the functionality needed for a field technical to receive work, report status, diagnose problems, and debrief results. It is typically used by technicians working on a laptop with wireless connectivity. This section describes the many enhancements provided in 12.1.2 to this key UI. A similar UI, Field Service Administration Portal provides all of the same features but also includes capability to enter transaction on behalf of multiple field technicians. An option to restrict technicians to only creating Service Requests for the sites where they are scheduled to work is provided. This feature allows service providers to more tightly control technician behavior and forces customers to contact the call center instead of calling a field tech to log their issue. Additionally, a new Create SR button has been added to the Task Update UI for easy access to the SR creation page. And, the Create Service Request UI accessed from the FSTP has been enhanced to support task creation (previously could only create follow-up tasks on existing SRs). The FSTP Labor Debrief Region has been enhanced to capture Actual Travel Time and Distance and keep it separate from regular labor. To do this, a new Travel Flag has been added to the Service Activity Code setup and two new fields have been added to the Labor Debrief Region (Distance and UOM) to capture travel distance in addition to travel time.

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To improve debrief efficiency and accuracy, the FSTP Debrief UI has been enhanced to optionally default travel and labor start and end times from the task assignment status changes. For example, Travel Start Time can be defaulted when the Task Status changes from Accepted to Traveling. An option to make Labor Debrief Mandatory is provided to force technicians to report their labor before changing the task status to Completed or Closed. Also, a similar option to force the technician to enter a Resolution Code before completing or closing at task has been provided. The SR Regions in the Dashboard and Task Update UIs have been enhanced to display Site Name, Site Number, and Addressee for the Incident Address. These are key fields that service providers need to use to store important data like Wal-Mart Store Number. In addition, the Service Create SR UI and View SR UI are enhanced to also display these key address fields. The Service Request Region of Task Update UI has been enhanced to allow users to update service request severity. A new dropdown is provided to upgrade/downgrade severity. Note, if severity is changed, the Respond By and the Resolve By dates get recalculated. The Google Map UI (access from the FSTP Dashboard) has been enhanced to provide driving directions capability. Technicians can simply click on a task and its address gets automatically pulled in the driving directions UI. The Service Request region of Task Update UI has been enhanced to display Contract Coverage Days and Times and the existing Contract Number field has been changed to a hyperlink. This hyperlink invokes the HTML Contract Coverage UI which displays contracts details such as coverage name, reaction times and resolution times. Additionally, if the product on the SR is not under contract, the Contract Number field in the Service Request region displays a message indicating that no contract coverage exists for this product. The ability to filter the Task List on the Field Service Administrators Portal Dashboard by Group and Territory provided so the administrator can locate just the tasks needed to be work on. In addition, the portal personalization UI is enhanced to add group and territory.

3.7.5.

Release 12.1.3
3.7.5.1. Field Service High Availability Solution In this release, a Service High Availability Solution has been provided which ensures continued application availability while the production instance is down for planned maintenance and patching. Critical functionality will be available to users of Customer Service, Field Service, Dispatch, Scheduling, Spares Management, and Mobile Field Service applications. This solution leverages the Mobile Field Service Store & Forward infrastructure and keeps the work flowing into the Contact Center and out to the field technicians who can accept and execute the field jobs. When the production instance goes down for scheduled maintenance, the users are cut-over to a high availability instance. The high availability solution keeps track of the transactions captured in the high availability instance during

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production down time and replays them back to the production instance when it comes back up. 3.7.5.2. Field Service Third Party Administrator/Technician Portals In 12.1.3, both Field Service Administrator/Technician portals have been enhanced to support use by Third Party Administrators/Dispatchers and Third Party Technicians. The Admin Portal has been enhanced to add security functionality so Third Parties can only see Field Service Tasks and Spares Inventory assigned to their Organization/Technicians. The Tech Portal has been enhanced so Service Provides can personalize it for use by Third Party Technicians (e.g. turn off access to create Service Requests) 3.7.5.3. Dispatch Center Third Party Management The Dispatch Center UI has been enhanced to support monitoring Tasks scheduled to Third Party Organizations and their Technicians. Dispatch Center Spread-table view has been enhanced to query and view Tasks scheduled to Third Party Service Providers. To support this feature, Advanced Find UI has been enhanced to create intelligent queries. Dispatchers can now be able to commit and release Tasks scheduled to Third Party Service Providers. Dispatchers can monitor these tasks in the list and perform all scheduling functions with the Right Click Menu. In addition, task schedule to Third Party Organizations (Resource Groups) will not be displayed in the Plan Board and Gantt Chart but tasks assigned to Third Party Techs will be displayed. 3.7.5.4. eLocation Map Viewer Option The Dispatch Center UI has been enhanced to integrate to the eLocation Map UI as an alternative to the Google Map UI already supported. The eLocation Map UI has the same features and the Google Map UI with the additional capability to display multiple tasks for the same site/address (icon changes to a Red Star if more than 1 task is scheduled for a single site/address). The advantage of the eLocation Map is that is an Oracle Product so the Service Provider does not have to buy a Google license. In addition, a Geo Code Validation UI is provided to help implementers diagnose address geo-coding errors.

3.8.

Oracle iSupport
3.8.1. Overview
Oracle iSupport enables you to provide a secure, web portal that delivers self-service functionality to customers and employees 24/7. It provides a variety of transaction and query capabilities including product configurations tracking, orders, invoices and payments, shipments, returns, and contracts. Oracle iSupport has been implemented at many leading companies who have achieved improved customer satisfaction while driving down service costs.

3.8.2.

Release 12.1.1
3.8.2.1. Multi-Party Access in iSupport

Oracle iSupport Release 12 only allows a business user to view data and create transactions for a single TCA party. Many organizations have expressed the need for their iSupport users to view data (e.g. view account balance) and create transactions (e.g.
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create service request) for multiple parties without having to re-log in with a separate User ID. This frequently occurs when a central IT or Engineering group is managing vendor service for a large multinational modeled with a complex structure in TCA (e.g. Motorolas Global IT Department logs Service Requests with SUN for all of its divisions which SUN models as separate Parties in TCA) In this release, the Multi-Party Access feature will allow the business users of iSupport to view and do transactions for the parties and accounts for which they have been granted access. The iSupport administrators or the primary users (customer administrators) will be able to grant a user access to multiple parties and accounts. After logging into iSupport, the users can select the party for which they want to view data/create transactions (Party Context) from a list of authorized parties.

3.8.3.

Release 12.1.2
3.8.3.1. Multi-Party Search In 12.1.2, the Multi-Party Access feature introduced in release 12.1 has been extended to allow users to search service requests for all the parties that the users has access without manually switching the party context.

3.9.

Oracle Knowledge Management


3.9.1. Release 12.1.2
3.9.1.1. Attachment Import and Authoring Improvements

Attachments can now be imported along with the Solutions they are attached to. Solution attachments can be files (any standard document of file type such as doc, pdf, and xls). Attachments can also be imported for existing Solutions. In addition, the KM Search Logic has been enhanced to search these Solution Attachments. Spell checking capability has been provided in Knowledge Management Statement Page. Users can now run the spell checker before saving the knowledge solutions or notes.

3.10. Oracle Mobile Field Service


3.10.1. Overview
Oracle Mobile Field Service (MFS) provides 3 distinct offerings: Store and Forward Laptop, Store and Forward Pocket PC, and Wireless PDA Browser. These applications are used by thousands of technicians all over the world in a variety of industries. With MFS, technicians can view their work queue, record status, access knowledge and service history, order and transact parts, as well as debrief travel, expenses, parts, and labor. In addition, technicians can create service requests as well as create and schedule follow-up tasks.

3.10.2.

Release 12.1.1
3.10.2.1. Multiple Field Resources using the same Laptop The current Release 12 MFS Laptop software only supports a single user. However, some customers, like the USMC, need to share a single laptop among all members of a

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team/unit as it is not cost effective for each resource to have his/her own device. In 12.1, Mobile Field Service Laptop and Oracle Lite Database have been enhanced to allow all members of a Resource Group (e.g. a USMC Maintenance Unit) to work on a single laptop 3.10.2.2. Mobile Manager/Administrators Dashboard Customers, like the USMC, have requested functionality to support a user who is leading a team/group of technicians sharing a single MFS Store and Forward Laptop. As such, the MFS Technicians Dashboard page has been enhanced to allow a Group/Team Lead/Administrator to assign tasks, monitor task progress, record task debriefs, order parts, and create service requests and tasks for any Field Technician who is a member of the Group. 3.10.2.3. Open Service Request against any Product/Asset owned by the Technicians Customers Currently, only the customer and asset/IB records referenced on Service Requests/Tasks assigned to the field technician are downloaded to the MFS device. This prevents field technicians from opening service requests against equipment they have never serviced before. Service providers, like the USMC, have a requirement to open new Service Requests, in the field, against any piece of equipment owned by their internal/external customers. To implement this enhancement to the MFS Data Download Program, a new setup UI/Table has been created to map Field Technicians to the Customers they service. Enhancements have also been made to the MFS Service Request and Task creation pages to allow field technicians to create an SR without copying it from one that already exists. 3.10.2.4. File-based Synchronization Option Some Mobile Field Service customers, like the USMC, have Field Service Operations in very hostile environments where network connectivity for synchronization is not available or intermittent for long periods of time. This new File Based Synchronization option uses file-based transfer to transmit Service Request data between a mobile field service device and an Oracle Field Service instance. The data will be saved into a file that can be attached to an email or saved in certain storage device (a CD or a USB drive). 3.10.2.5. Wireless PDA Parts Visibility In Release 12, technicians cannot search and view spares inventory balances on their hand held wireless device. In Release 12.1.1, technicians now have the ability to search for parts inventory balances on their wireless hand held device. To accommodate this feature, the parts search UI has been enhanced to include a new radio button called on hand quantity. Additionally, the search results page now displays Location, On hand good and On hand bad quantities. NOTE: This was an enhancement was released as a patch on top of 11i10CU2.

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3.10.2.6. Wireless PDA Excess Parts Execution In Release 12, technicians only had the ability to view their Return Parts List on their wireless hand held device. In Release 12.1.1, technicians now have the ability to execute return transfers from the Return Parts UI (for both excess and defective parts residing in their trunk stock inventory location). NOTE: This was an enhancement was released as a patch on top of 11i10CU2. 3.10.2.7. Wireless PDA Ability to Change Password In Release 12, technicians have to login to the enterprise applications to reset or change their passwords. In Release 12.1.1, the technicians have the ability to change their passwords from their wireless device NOTE: This was an enhancement was released as a patch on top of 11i10CU2.

3.10.3.

Release 12.1.2
3.10.3.1. Store and Forward Mobile Queries The ability for technicians using offline (store and forward) MFS devices to run queries against the enterprise data base is provided. A new enterprise UI allows administrators to define SQL queries and download them to technician mobile devices. A new query UI is provided on mobile devices for technicians to select one of the pre-defined queries, enter variables, and submit to the enterprise for execution on the next synchronization. After the sync, results are displayed in the new UI. 3.10.3.2. Store and Forward Automatic Synchronization In previous releases, all data synchronization was initiated manually by the field technician from his/her mobile device (laptop or PPC). Release 12.1.2 supports full automatic synchronization capability so the technician and enterprise always have up to date information. Automatic synchronization can be initiated in 3 different ways: Instantaneous Synchronization is initiated whenever a change is made to key service objects (such as service request) on either the enterprise data base or the mobile device. Timer Automatic synchronization is initiated from the enterprise server on a specific time interval. Exception Event The mobile device initiates automatic synchronization when certain types of exceptions are raised. Exception events include network bandwidth, battery level and detection of A/C power.

3.10.3.3. Store and Forward Pocket PC Personalization The Pocket PC Software Developers Kit now includes a tool which allows personalization the MFS PPC application screens without having to write custom code. This feature supports the ability to Hide/Show fields, Re-order fields and make fields mandatory for input. These personalizations are also upgrade safe.
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A new Personalization icon has been added in the toolbar section of the UIs that are enabled for the personalization (Task details and SR details). Clicking on the icon opens the Personalization UI where Administrators can define the personalizations. Once the personalizations are uploaded to the server, they are downloaded each mobile device the next time it syncs to the enterprise. Personalizations are only available at the site level (all devices receive the same personalizations). 3.10.3.4. Store and Forward Pocket PC - Wireless Integration Field service technicians require the ability to work offline (Store and Forward) as well as the ability to access functionality that is only available when connected to the enterprise DB (Wireless). Seamless integration between these two solutions is provided in this release including the ability to only log in once, to easily access to the Wireless screens from the S&F screens, and to pass context information and results back and forth. The following Wireless features are now available from the S&F Pocket PC when the device has connectivity to network: Parts Receiving Excess Parts Returns Defective Parts Returns Parts Search Knowledge Base Search Driving Directions Password Change

3.10.3.5. Store and Forward Pocket PC - Usability and Security

In this release, quite a few usability enhancements have been made to the Store and Forward PPC software. The section briefly describes each of these enhancements.
A new SR Copy UI is provided to allow field technicians to quickly create new SRs. Data defaults from the source SR and then the technician can update the following fields: Severity, Problem Code, Problem Summary, Item Number, Instance Number, Serial Number, SR Type, P.O. Number, Primary contact and Phone Number. The Synchronization Download Program logic has been enhanced to download all customer contacts associated with the customers being downloaded allowing the technician to add contacts to new and existing service requests. An optional new validation has been added to the SR Creation flow to restrict technicians to only create SRs for sites that they are scheduled to work at (have open tasks). This forces customers to contact the call center to log new service requests instead of calling their favorite tech unless the tech is already on site (or scheduled to be on-site soon). The ability to enter Serial and/or Instance Numbers without validation has been added to support service providers who do not want to download Installed Base records to their mobile devices. With this feature, Serial Numbers are validation is deferred until the SR is uploaded to the enterprise data base. If the serial number is valid, its Item Number and Contracts are added SR on the enterprise data base and downloaded to the mobile device during the next synchronization.

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The Debrief UIs (and Service Active Code Setup) have been enhanced to support the capture of Actual and Billable Travel Time and Distance distinct from regular working labor. To improve debrief efficiency and accuracy, the Debrief UI has been enhanced to optionally default travel and labor start and end times from task assignment status changes. For example, Travel Start Time can be defaulted from the time when Task Status changes from Accepted to Traveling. An option to make Labor Debrief Mandatory is provided to force technicians to report their labor before changing the task status to Completed or Closed. Also, a similar option to force the technician to enter a Resolution Code before completing or closing at task has been provided. A new Contracts Detail UI is provided so technicians can view contract details like coverage name, coverage hours, reaction times and resolution times. This UI is accessed from a new button on the existing View Contracts UI. The Dashboard UI has been enhanced to allow field technicians to update task assignment status without having to open another UI.

The Customer details UI has been enhanced to include Site Name and Site Number. Additionally, the Sync Program logic has been enhanced to download Site Name and Site Number for each address being downloaded.
The Create Personal Tasks UI has been enhanced to allow selection or enter of address information so personal tasks cab be displayed on maps and so Advanced Scheduler can better integrated them into the technicians daily schedule The toolbar regions of the Task Update UI and SR Update UI have been enhanced to enable the attachments icon when an attachment is associated with the service request or a task.

Cross Task Validations have been added to prevent technicians from putting a task into a status that contradicts the status another task for a different site (e.g. cant be traveling to or working at 2 different sits at the same time). 3.10.4. Release 12.1.3
3.10.4.1. Store and Forward Pocket PC Email Query In Release 12.1.3, the existing Mobile Query Engine has been enhanced to make it available through any email interface. Some highlights of this new feature are: Ability to execute standard field service business functions (such as get technicians daily task list, update task status, etc.) using email interface. Ability to execute these functions using any devices available in the market that has email capability. Extends support to third party service providers to execute field service business functions through email.

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3.10.4.2. Wireless PDA Enhancements In Release 12.1.3, Labor debrief region has been enhanced to capture Actual Travel Time and Distance and keep it separate from regular labor. Additionally, existing task scheduling feature has been enhanced to allow technicians to schedule follow-up task using intelligent mode.

3.11. Oracle Service Contracts


3.11.1. Release 12.1.1
3.11.1.1. Service Contracts Import Businesses that implement Oracle Service Contracts often need to migrate contracts from a legacy contract management system. In addition, some companies choose to retain legacy or third party systems for capturing and negotiating opportunities, quotes and orders that need to be converted to contracts on booking. Service Contracts now provides an open interface that allows bulk import of standard warranties, extended warranties, service contracts, subscription contracts and usage contracts. The following features are supported: Import from multiple sources in a scalable fashion Import draft, canceled, signed, active or expired contracts. Option to import contracts as fully billed or completely unbilled. Unbilled contracts are picked up by the Service Contracts Main Billing program for billing as soon as the contracts are eligible to bill. Import any covered level product, item, system, etc. Import contracts with a third party role. Import Contract notes. Automatically instantiate associated service or subscription counters.

Contracts can be imported with foreign key names or foreign key internal identifiers. For example, import of customer party can be based on party name or party id, which is an internal identifier for the customer party. The import process generates a summary report with detailed information on the records that fail to import due to data validation errors. Users can correct the data for these records in the interface tables and rerun the import process. The import process only creates the contract once all elements of the contract successfully pass validation.

3.12. Oracle Spares Management


3.12.1. Overview
Oracle Spares Management fully leverages the EBS Supply Chain Products to deliver world class spare part logistics and planning capabilities. Tight integration with Mobile
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Field Service and Advanced Scheduler provide for efficient spares sourcing, ordering, receiving, tracking, debriefing and costing/billing.

3.12.2.

Release 12.1.1
3.12.2.1. WRP Planned Order Release Automation This new Warehouse Replenishment Planning (WRP) feature automates the release of planned orders (i.e. creation of purchase, repair, and internal orders) when certain business rules are met. These rules include planned order value, tracking signal (forecast error) and lead time for each of the supported supply types (excess, repair and new buy). This functionality lets Parts Planners automate the routine/low risk planned orders leaving more time to focus on the exceptions and high value items.

3.12.3.

Release 12.1.2
3.12.3.1. New HTML Parts UIs and Distance Based Search Parts search and ordering is a key process for any field service operation that uses parts. The functionality provides the technician, dispatcher or logistics analyst with tools to quickly locate parts and execute the lowest cost delivery to meet the customers Service Level Agreement. Finding parts in a field service supply chain can be complicated by conditions unique to field service. For example, the field service supply chain can have many locations to search with some having limited access hours In this release, a new HTML Parts Search and Ordering UI is provided with the following key new features (in addition to all of the functionality contained in the Part Requirement Form which this UI replaces): Search for spare parts by distance from customer site or technician location New search parameters/filters in addition to distance including o o o manned (open or closed), unmanned other technicians (working or not)

Considers supersessions and substitutes in the search results Map display of search results showing stocking locations with the parts

This new UI is accessible from the Service Request UIs, the Dispatch Center as well as directly from the Menu. This new functionality is also available in EBS Mobile Field Service Wireless and Store and Forward solutions. The Parts Search and Ordering Module will replace the current Parts Requirement functionality in Spares Management. It will also be included in Mobile Field Service Wireless and Store and Forward applications. The functionality will be embedded in the Dispatch Center and Service Request UIs.

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3.12.3.2. Part Returns - Flexible Routing Reverse logistics is a key process most every field service operation where defective, excess and unused parts are returned back up the supply chain to be repaired, used in a warranty claim, or better positioned in the case of excess. In this release, the Part Returns UI has the following enhancements: Allows shipping/transfers to any Inventory Location (local warehouse, regional/national warehouse, repair depot, etc.) in the spares supply chain A User Hook has been added to the Returns Program so customers can insert their own Returns Routing Logic/Rules Support for Consolidated as well as Individual Part Returns Automatic creation of the appropriate Logistics Order (Internal Order, Mover Order, Transfer, etc.) to execute the return

3.12.4.

Release 12.1.3
3.12.4.1. Supercession and Substitute Notes Notes are used throughout the field service operation to remind users that something needs to be done or to provide information that is important to the process. Supersession is where one part is replaced by another and its usually driven by product engineering with mandatory implementation. The supersession for field service is created in Spares Management. A Substitute, on the other hand, is where two independent parts are compatible in form, fit and function. The substitute is never mandatory. Its used by field service for convenience, usually in situations where a shortage condition has occurred and the requested part is not available. The substitute is created in Oracle Item Relationships. The Spares Management Parts Search and Ordering functionality includes supersessions and substitutes, which together are referred to as alternate parts. This alternate parts functionality is used to present supersessions and substitutes in the search result when the primary part is not available. Oracle EBS has existing Notes functionality that will be used to create the notes for the supersessions and substitutes. The Spares Management Parts Search and Ordering UI has been enhanced to display Supersession and Substitutes Notes in the Search Results Region when alternate parts are displayed. 3.12.4.2. Site Dedicated Stocking Locations Support Customers of field service will often request (and pay extra for) inventory positioning that is dedicated to a specific mission critical site. This strategy is employed so that spare parts are always available for that site and a very fast restore can be achieved when a break down occurs. The Parts Search functionality has been enhanced to not source/display parts in Site Dedicated Stocking Locations unless the Service Request, for which parts are being sourced, is for a dedicated site. The Spares Management Planners Desktop has been enhanced to allow Spares Inventory Locations to be tied/dedicated to certain customer sites (addresses).

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3.12.4.3. Parts Return Routing Engine In an efficient field service spares supply chain, defective, excess or unused parts need to be returned to various destinations based on Return Routing Rules such as Product Line, Item Number and Country. The source of the returns could be a technician, warehouse or customer. The destination can be a consolidation warehouse, a repair depot or a vendor. This release provides a new, rule based, Parts Return Routing Engine. This routing engine has been integrated into the Return Program so that each Return Record it creates can be stamped with the appropriate Ship to Location. Hence, when the user opens the Return UI, each Return Record will have a Ship to Location (which the user can change). A new HTML Return Rules UI has been provided which supports the creation of Return Routing Rules based on the following factors/parameters: Source (warehouse, technician, or customer) Location (country, territory) Return Type (Defective, Excess, Defective on Arrival, or Warranty)

3.13. Oracle TeleService


3.13.1. Overview
Oracle TeleService provides contact center and technical support solutions that have been successfully implemented at hundreds of leading service providers. Oracle TeleService integrates seamlessly with many other CRM and ERP applications, including Service Contracts, Depot Repair, EAM, Field Service, MRO, Installed Base, Spares, and Order Management.

3.13.2.

Release 12.1.1
3.13.2.1. Service Costing and Profitability Service request costing and margin reporting functionality has been requested by many organizations in the high technology and manufacturing sectors. These organizations need the ability to monitor and track the costs and profits incurred providing service to their customers. Currently, the Oracle TeleService/Field Service Products do not capture cost information for the parts, labor, and expenses debriefed during the resolution of a service request. This new feature will provide the ability to automatically capture the item cost for parts, labor, and expenses debriefed and for manually entered Charge Lines. Service Request Cost records will be created and stored in a new table automatically whenever debrief lines and manually entered charge records are created/updated. In addition, a new report will be provided to display the costs, charges, and the related profit margin at a service request level. The XML Publisher technology will be leveraged to provide a configurable report in multiple display formats such as PDF, RTF, HTML, and EXCEL. The users will be able to access this report from service request form and the customer support service request page.

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3.13.2.2. Improved Field Service Execution Flows In the field service scenarios, it is a common for the Call Center Agent (tier 1) or Tech Support Engineer (tier 2) to specify the parts and skills required for field service task. In addition, the Call Center Agents need the ability to put Access Hours on a Field Service Task as well as record whether customer appointment confirmation is required. In R12, the users do not have the ability to enter parts requirements, skills requirements, site access hours, or customer appointment confirmation during the creation of field service tasks from the service request form. The only way to input or review this information is by accessing the Dispatch Center which is very inconvenient for a Call Center Agent or Tech Support Engineer who works primarily in the service request form. To alleviate this inconvenience and streamline the field service flows, the task tab in the service request form has been enhanced to allow users to quickly enter part requirements, skills requirements, access hours, and capture customer confirmation status. 3.13.2.3. Service Requests Search using Secure Enterprise Search (SES) AppSearch (short for Applications Search) is a new feature offered by Application Technology Group for EBS release 12. Search is a very common function of any Enterprise application. Indeed, the most common usage patterns begin with a search, whether from a first-time self-service inquiry or a heads-down power user. AppSearcha metadata driven search framework provide a new Search paradigm to search EBS data instead of Find by utilizing Oracles Secure Enterprise Search. In 12.1, this search paradigm is enabled for customer service agents to perform a text based search on the service requests that they have access to. The service request search function is added to the agent dashboards included in the following applications: Customer Support, Service Desk, and Case Management and to. This search paradigm will be available to the users in addition to the current find functionality. 3.13.2.4. Additional Attributes in the Service Request Form Service Request Additional Attribute functionality is currently available in the Contact Center and iSupport UIs. Customers have requested this functionality also be made available in the more heavily used Service Request Form. This feature allows customers to define service request attributes specific to their business requirements. Additional attributes can vary by Service Request Type. In 12.1, this feature is available directly from the Service Request Form. A new icon to access the Additional Attributes Form has been added to the Workbench tab. In addition to entering and updating Additional Attributes, dependent functionality (Duplicate Checking and Automatic Task Generation) has also been added to the Service Request Form. 3.13.2.5. Quick Service Request Creation and Update In Release 12.1.1, a Quick Service Request Entry feature has been added to the Service Request Form to help agents enter and update service requests more efficiently (fewer clicks). All required fields have been added to the SR Header Region along with the ability to add notes. This eliminates the need to open multiple tabs to get an SR created which should greatly improve call center and tech support agent productivity. 3.13.2.6. Enhanced Service Request Tools Menu In Release 12.1.1, the Service Request Forms Tools Menu items have been reorganized into logical grouped buckets for ease of use and better navigation.

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3.13.2.7. Charge Call-Out In Release 12.1.1, a new user hook has been provided in the Charges Pricing API to enable integration of the charges module with Advanced Pricing and other customerdriven functionality. Many customers want to calculate the price of an item in Charges based on the pricing rules such as modifiers, qualifiers, and price breaks defined in Oracle Advanced Pricing. The user hook for Charges pricing allows customers to embed logic of their own to calculate the price of an item leveraging Advanced Pricing features.

3.13.3.

Release 12.1.1+
3.13.3.1. Support for International and One Time Addresses International Address Styles (flexfield popup) are now supported in the Service Requests Form (for permanent and one time address) so address can be created and viewed in the format of the country they are located. In addition, validation against TCA Geographies Data (cross validates Country, State, Province, City, etc.) when creating a new address permanent or one time address is now also supported. The Service Request one time address feature has been enhanced to allow one time addresses to be utilized downstream in the Field Service Products (geo-coding, scheduling, driving directions, shipping, trip start/end locations, etc.). To do this, one time addresses are now stored in the TCA Tables instead of in the Service Request Table. In addition, the Service Request UI has been enhanced to display one time address Site information (Site Number, Site Name, etc.) 3.13.3.2. Optimization of Service Request Creation Process In this release, many enhancements as listed below have been done on the Service Request Form to make the service request creation and update process more efficient and intuitive: The LOVs and interrelationships between the following key fields in the SR Form Header have been enhanced (Incident Address, Installed Base, Customer, and Item). The Incident Address LOV has been made configurable so service providers can filter the Incident Address by the SR customer and its related parties instead of displaying every address in TCA. In addition, the IB fields LOVs (Instance, Serial and Tag) can now be filtered by the Incident Address so the user can more quickly find the Installed Base record the customer is calling about. A new Incident Address Search UI is provided so users can search for the correct address using a wide variety of criteria (Customer Name, Site Name, Site Number, Addressee, Site Phone, City, State, and Zip Code). This new UI is accessible from the Service Request Form, the Service Request Tab in the Contact Center, and the Find Service Requests Form. The Install Base Search Form has been enhanced to make it easier for agents to find the correct Install Base record to open the SR against. New search fields for Site Name, Site Number, Addressee, Site Phone, Customer Number, City, State, and Zip Code have been added to the Basic Search form. It is also possible now to search products by Customer and Account since these fields have been enabled. The search has been made more powerful and intuitive by providing the ability to enter free form text with wildcards for most of the search fields. A new option to start SLA (Service Level Agreement) calculations when the service request is saved has been introduced. Previously, the Service Request form calculates the SLAs (Respond by and Resolve by dates and times) from
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the time the Service Request Form is opened. We added this feature because several of our key customers do not want to consume SLA time while defining the issue with the customer on the phone Site Name, Site Number, and Addressee fields are now available for the selection of permanent and the creation/display of one time incident addresses in the Service Request form, Contact Center Service Request Tab, Create Service Request Page (OA HTML), Update Service Request Page (OA HTML), and the View Service Request Page (OA HTML). Users can now also view, create, and update Site Phones information in the Service Request Form. These site fields are also available in the Find Service Request form to allow users to search for service requests by the Site Name, Site Number, and Addressee of Customer and Incident Addresses.

3.13.3.3. Enhanced Service Request Search capabilities In this release, many enhancements as listed below have been done to the Find Service Request Form: The Incident Address Fields on the SR Search UI have been fully enabled (previously they were just displayed after the user selected the address from an LOV). The Site fields are now available in the Find Service Request form to allow users to search for service requests by the Site Name, Site Number, and Addressee of Customer and Incident Addresses Partial search capability for some key fields (free form entry with wildcards) is now available

3.13.3.4. Improved Service Request Tasks Management In this release, many enhancements as listed below have been done to the tasks management functionality available from the service request form: The Service Request Task Tab has been enhanced to provide an option to filter the Task Assignee LOV based on the Type of the Task Owner. For example, if the Task Owner is a Group, the Task Assignee LOV only displays Resources that are a member of the owner group. The logic to default the Task Planned End Date/Time has been enhanced to provide several calculation options (Respond by, Resolve by, or Respond by if null Resolve by less Planned Effort). This enhancement gives Service Providers several options on how they want to run their business by treating Planned End Date/Time as the latest Start Time or the latest Finish Time and by supporting Resolution Based SLAs.

3.13.4.

Release 12.1.2
3.13.4.1. Party Site level Profile Checks Customer Profiles (statistics), visible from the Contact Center and the Service Request Form, can now be collected and displayed for individual Customer Sites. . For example a profile could be created to display the number of service requests open for the site. 3.13.4.2. Optimization of Service Request Creation Process In this release, many enhancements as listed below have been done on the Service Request Form to optimize the service request creation and update process as described below:

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Customer Search Form, previously only available from the Contact Center is now accessible from the Service Request Form. This allows users to search for customers based on multiple criteria such as Site Name, Site Number, Addressee, Site Phone, City and Zip Code instead of just selecting from a simple LOV. The Customer Search Form has also been made accusable from the Find Service Request Form. The Service Request Form logic has been enhanced to allow the user to enter Product, Customer and Problem Description before selecting Service Request Type and Severity. This allows users to identify who is calling and what is the problem before determining the type of service that is needed and how sever the problem is. The duplicate checking logic has been enhanced to consider Service Request Status as many customers do not want closed or completed service requests to be considered duplicates. Also, an enhancement has been made to allow service provides to configure the Status and Problem Code assigned to service requests designated by the user as duplicates. These values were previously hard coded. The Service Request Log and Notes UI now have full Time Zone support including Corporate (Server), Agent, Customer, Contact, and Incident Time Zone. The Service Request Bill To and Ship To Addresses can now be optionally defaulted from the installed base record selected on the SR. The contracts region on the Service Request Form has been enhanced to provide more information like Coverage Name and Coverage Description.

3.13.4.3. Enhanced Service Request Search capabilities In this release, several enhancements have been done to the Find Service Request Form: New fields have been added to the Basic and the Advanced Search criteria to allow users to search for service requests using Postal Code and City. The Advanced Search has been improved by adding more search fields including Incident Address Site Name, Incident Address Site Number, Incident Address Addressee, Incident Address, Incident City, Incident State, and Incident Postal Code. A new icon has been added next to invoke the Search Installed Base UI (available on the Service Request form also). This UI allows the users to find the right instance based on multiple criteria such as Site Name, Site Number, Addressee City or Postal Code before searching for service requests.

3.13.4.4. Service Request Task Management Enhancements In this release, several key enhancements have been done to the tasks management functionality available from the service request form (Task Tab): Complete Task Audit Details are now visible in the Audit Tab of the Task Details Form. In this release, the size of the Task details Form has been increased so that users can see more fields without scrolling. In addition, the log and notes form available from the service request form has been enhanced to show more audit details for the service request tasks. The level of Task Audit details in the log and notes section is the same as is displayed in the audits tab of the Task Details Form. Site Access Hours can be automatically associated to a Field Service Tasks when they are created so agents do not have to enter them manually.

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A warning message will be displayed to the agents when they manually scheduler overlapping Field Service Tasks to the same technician. The overlapping task can belong to the same or a different service request. A new check box has been introduced in the Copy Service Request form to enable tasks to be auto generated on a new service request being created with the copy utility (uses the Service Request Attribute to Task Template Mapping setups). Task Actual Start and End Dates/Times can now be automatically updated when Task Status changes to a Working Status (start) and from a Working Status (end). This feature reduces error and key strokes. Service Request Tasks can now have their own address separate from the Incident Address on the Service Request. This feature is especially useful when technicians need to work on both ends of a pipe or wire. Task Addresses are defaulted from the service request incident address whether the address is a permanent or one-time. Previously, when service request tasks were automatically created from Task Templates, their task owner (required field) was simply defaulted from a profile. In this release, Assignment Manager and Territories can now used to assign the task owner just like it can be done in the Task Tab UI. A new button has been added on the Service Request Form Task Tab to allow users to create and view attachments for the specific task (previously attachments were only supported at the service request level). The More, Notes and Debrief buttons on the Task Tab are now always enabled even if the Task is closed. However, when the task is closed, read only versions of the More, Notes and Debrief Forms are opened when the user pushes the one of these buttons.

3.13.4.5. Inactivating a contact Users now have the ability to end date Service Request Contacts in the Service Request Form and HTML UIs. Users can view inactive contacts in iSupport but cannot inactivate them there.

3.13.5.

Release 12.1.3
3.13.5.1. New HTML Charges User Interface Prior to this release, the functionality to manage charges for a service request is available only from the service request form. In this release, a new HTML Charges interfacebuilt on the Oracle Applications (OA) Framework has been provided to allow users to manage charges more intuitively and easily. This functionality is available in two options: A standalone page that can be invoked from a Forms based application e.g. Service Request Form, Dispatch Center or from another OA Framework page. An embeddable OA Charges region that can be included in an existing OA page e.g. HTML Service Request Update page.

3.13.5.2. Credit Card Capture In this release, credit card functionality has been added to service request and charges to allow service billing using credit cards.

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The credit card information can be captured on the service request and the charge line level. New user interfaces based on Oracle Applications (OA) Framework has been provided to capture new credit cards or update the information pertaining to an existing credit card. The credit card information captured at the service request level is automatically defaulted on individual charge lines and can be overridden by the agents. This information is passed to Order Management upon submission of charge lines so it can be passed to A/R to bill service charges to the credit card.

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