Tuesday Feb 10, 2015

Webcast: Demystifying Service Items Selling in Order Management

Webcast_icon.jpgWebcast: Demystifying Service Items Selling in Order Management


Date: February 17, at 11:00 am ET, 10:00 am CT, 9:00 am MT, 8:00 am PT, 8:30 pm, India Time (Mumbai, GMT+05:30)


This one-hour advisor webcast is recommended for technical users, functional users, system administrators, Database Administrators, who would want to know more about various options available for selling service items from order management including Release 12.2 enhancements.

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Registration: Webcast: Demystifying Service Items Selling in Order Management

View the Advisor Webcasts: Current Schedule and Archived Recordings here.

Wednesday Oct 29, 2014

CRM Service: New Consolidated RUP Patch Released

The September RUP patch for the EBS Service products has been released and the changes are documented in the Functional Impact Assessment document available via Doc ID 1608427.1.

Included in this month's RUP patch are some new features:

  • Ability to have a task view of the Service History.
  • Ability to view "Incident City" in Find SR form grid.
  • Ability to see Tag, Serial, Instance, Item and Item description in Find SR form - Tag LOV.
  • Mass Update Charges functionality.

The Service product releases a RUP patch each month and they are cumulative patches.  New fixes are built on top of the latest RUP patch so it's always a good idea to patch up to the latest Service RUP patch. 


Friday Oct 24, 2014

How to Customize Your Field Service Wireless Application

For some time now customers have been asking for the ability to customize the Field Service Wireless application so that custom pages can be added.  The Field Service development team listened and have now incorporated that functionality into the product in 12.1.3+.

The application now allows you to add a custom page built using JSP technology using AOL/J infrastructure.



Refer to Doc ID 1936276.1 for full instructions, including sample JSP code.

Monday Aug 18, 2014

EBS Extensions for Endeca 12.2 V5 Now Available

E-Business Suite Development has announced the availability of Oracle E-Business Suite Extensions for Oracle Endeca 12.2 V5 - see the announcement here

This release adds the following new modules that can be used to extend Oracle E-Business Suite 12.2:

  • Oracle Service Contracts Extensions for Oracle Endeca
  • Oracle TeleService Extensions for Oracle Endeca
  • Oracle Human Resources Extensions for Oracle Endeca
  • Oracle Quality Extensions for Oracle Endeca.

These new modules are in addition to those already previously available.  Availability of these new and updated V5 modules for 12.1 is planned.


Where can I find more information?

  • Subscribe to the YouTube channel for Oracle E-Business Suite to get the latest on Oracle E-Business Suite Extensions for Oracle Endeca.
  • Bookmark the Information Center: Oracle E-Business Suite Extensions for Oracle Endeca (Doc ID 1486924.2)
  • Read about how to install Oracle E-Business Suite Extensions for Oracle Endeca, Release 12.2 V5 (Doc ID 1614014.1).



Monday Jul 28, 2014

How to Customize the Field Service Debrief Report

The Field Service Debrief Report shows a summary of all the debrief lines added for a task and it contains the customer signature image.  The report is built using the XML Publisher techstack and is generated with two parts:

  • Report Format (using RTF template)
  • Data XML file (generated using the standard code).

A common requirement is to change this report to meet specific business requirements.  In Customize Field Service Debrief Report (Doc ID 1669768.1) we discuss how to customize this report for both Format and Data.  The note also provides sample hook and java code to generate the custom data XML.

Friday Jun 20, 2014

Information From the Field Service & Depot Repair CAB Meeting

Earlier in the year the '2014 Service and Depot Repair Customer Advisory Board' (CAB) meeting took place in Redwood Shores.  Some of the presentations delivered at the meeting have now been made available and these have been uploaded to the Field Service and Depot Repair Community (in the Contents > Documents section).

The topics covered include:

  • EBS Endeca for Field Service: provides a product update, and summarizes the Endeca extensions for Oracle Field Service (Rel 12.1.3).
  • EBS Advanced Scheduler & Spares Management Update: covers material relating to Field Service Advanced Scheduler, Dispatch Center & Spares Management.
  • Depot Repair Receiving:  a 10 minute video of the functionality provided by the Depot Repair Receiving step of the Returns Management flow.
  • Create and Submit an Estimate: 10 minute video presentation outlining the process to create and submit an estimate using the Depot Technician Portal

There are also other documents from the CAB uploaded in the MOS Field Service and Depot Repair Community.


For further information or if you have comments on any of these materials, please see the Community thread: Presentations from the '2014 Service and Depot Repair Customer Advisory Board' meeting.

Monday Apr 14, 2014

Sell Services from Order Management

Currently, you can order only service contracts of type Extended Warranty through Order Management.  In release 12.2.2, you can order service contracts of type Subscription Contract too. You can order Tangible as well as Intangible subscription contracts.  Tangible subscription contracts are fulfilled through Order Management. You can record Subscription Contract specific attributes such as Start Date, Period, Duration, and Subscription Template on the order line. As currently supported for standard inventory items, you can attach Extended Warranties to a Subscription Contract as well. Additionally, you can include a Subscription Contract in a model/kit. After fulfillment of the line, a Subscription Agreement is created in Service Contracts.

Currently, when an Extended Warranty is invoiced through Order Management, the invoice amount is for the entire duration of the Extended Warranty. In this release, additional billing options have been introduced for Extended Warranties and Subscription Contracts. The options are as follows:
  • Retain the existing behavior of generating an invoice for the entire duration from Order Management.
  • Generate the invoice for the first installment from Order Management and for the subsequent installments from Service Contracts.
  • Generate invoices for all installments from Service Contracts. In this scenario, Order Management does not generate any invoices.
For the orders that are billed in multiple installments over the duration of the service contract (Extended Warranties/Subscription Contracts), you can specify the billing schedule.

For additional information on this new Feature, refer to the Sell Services From Order Management section of Doc ID 1377743.1 Oracle Order Management Release Notes for Release 12.2.2.


Friday Feb 07, 2014

Reminder: Service and Depot Repair Customer Advisory Board Meeting

A reminder that the 2014 EBS Service and Depot Customer Advisory Board Meeting from Tuesday will be held March 25th through Friday, March 28th at the Oracle Conference Center in Redwood Shores, CA.

If you are planning to attend, please let us know what topics are of greatest interest and benefit to you so we can craft an agenda that best suits our attendees.

As with past CAB meetings, we'll cover a number of different Service family products during the course of the week and can also invite representatives from non-Service family products that are of interest.

We're hoping to see you in Redwood Shores in March, 2014!

Please RSVP at the earliest by contacting us:

Sanjeev Sahni, Director, Service Product Management,
Lee Sacco, Sr. Director, Depot Repair Product Management


Friday Jan 24, 2014

Functional Impact Documents For Monthly Service Cumulative Patches

The Core Service Development team provide monthly cumulative patches which contain fixes and new functionality.  Although the bugs fixed in each patch are always listed, it can be difficult to fully understand the functional impact of a bug fix and what associated setup is required.  Also, whenever a new cumulative patch is applied there has to be thorough testing and, without a clear understanding of what has changed, it's difficult to decide what business flows need to be re-tested.

In an effort to meet these testing requirements and make it easier to apply the monthly patches, the Development team will be providing an accompanying document which will describe the impacted flows, list testing recommendations and detail additional setup required for testing the bug fixes.  The first of these documents have been created for the December '13 (Patch 17738111:R12:CS:B) and January '14 (Patch 17855988:R12.CS.B) cumulative patches.  Take a look at Doc ID 1608427.1: Functional Impact Document - 12.1.3 Consolidations to access the documents.  We recommend you bookmark the Doc ID as new documents will be added when new cumulative patches are released.

Thursday Dec 12, 2013

Announcing EBS Service & Depot Repair CAB Meeting 2014

The  E-Business Suite Service and Depot Repair Product Management Team are pleased to announce the next Service and Depot Repair Customer Advisory Board meeting will be held in March 2014.



Date:        Tuesday, March 25 through Friday, March 28
Time:        8:30am to 5:30pm PDT (8:30am to 1pm Friday)
Location:  Oracle Headquarters, Redwood Shores, California

If you would like to join us for the CAB please let us know by contacting us:

Sanjeev Sahni, Director, Service Product Management,
Lee Sacco, Sr. Director, Depot Repair Product Management

If you are planning to attend, please also let us know what topics are of greatest interest and benefit to you so we can craft an agenda that best suits our attendees.

As with past CAB meetings, we'll cover a number of different Service family products during the course of the week and can also invite representatives from non-Service family products that are of interest.

We're hoping to see you in Redwood Shores in March!

Thursday Oct 24, 2013

Service Territories White Paper - Setup and Configuration

If you use Oracle Teleservice then you are probably using Service Territories to route service requests to the right resources such as Call Center Agents, Field Service Technicians, Technical Support Groups etc.  Getting those routings to happen correctly and efficiently is key to delivering high-quality service, so having the correct territory setup is essential.  The Service development team have published a new White Paper to help you do just that! 

The White Paper includes information to help with understanding the required setups:

  • Service Territories - Locating and Sorting matching Territories, and Picking winning Territories
  • How to use Rank and Number of Winners
  • The different Access Types that can be setup
  • Operating Unit and how to use it effectively
  • How to setup and use Service Qualifiers
  • The limitation of some Geographic Qualifiers and how to overcome the limitations
  • How to use Web ADI to maintain Territories.

Territories setup screenshot

Read Doc ID 1234593.1 to access the white paper.  There was also a recent webcast on Territory Setup and Matching Attributes, you can access the recording via Doc ID 1455786.1.

Wednesday Jul 17, 2013

Mobile Field Service Store and Forward Multiple Platforms

The Mobile Field Service Store and Forward Multiple Platform application allows field service technicians to remotely access customer, product, service request and task related information on mobile devices.  Technicians can continue to update their tasks, capture materials, time, expense details, access inventory levels, return, transfer and request parts, regardless of the internet connectivity and synchronize when they are online. 

This solution integrates data across the Enterprise and Mobile devices through secure channels. This highly optimized solution runs on most of the mobile platforms and form factors that are available in the market. The Multiple Platform application runs in hybrid model that allows technicians to leverage more features when there is connectivity.  The application is available currently on iOS and Android platforms.

In contrast with the current Oracle Mobile Field Service Store and Forward application, the Multiple Platform application does not utilize Oracle Lite server as the middle tier server to synchronize data.  Instead, it uses the Representational State Transfer (REST) APIs to synchronize data between the server and the client database.

Store and Forward on iPhone

If you want to know more see Doc ID 1564644.1 for details of how to use and implement this new feature.

Sunday Jul 07, 2013

Field Service: Third Party Organization Scheduling in 12.1.3

Oracle Advanced Scheduler is one of the key solution components of the Field Service Application footprint.  The Advanced Scheduler engine has been built with a powerful scheduling and optimization logic.  It is designed to handle complex field service operations servicing a high volume of customer service requests and fulfilling the contractual obligations, duly considering task constraints and resource availability. In fact, resource availability is one of the most important criteria for Scheduler for computing the scheduling options. Prior to 12.1.3, the resource availability model is based on the Calendar and Shifts assigned to the Technicians. Scheduler leverages this resource availability model to schedule tasks to eligible Technicians.

Often, service-providing organizations use both in-house Technicians and Third Party Organization qualified technicians in order to satisfy 24x7 working and customer SLAs.

In 12.1.3 Scheduler is able to distinguish between internal resources and third party service providers as a new feature. Check out Doc ID 1112171.1 for details on this new feature.

Scheduler_rules.jpg

For help with using this new feature refer to Doc ID 1563630.1: Setup and Scheduling a 'Supplier Contact' in 12.1.x. There was also a webcast on this topic and you can watch the replay via Doc ID 1455786.1 (go to the 'Archived 2013' tab).

Got more questions on this topic? Why not start a discussion in the MOS Field Service Community.

Monday Apr 29, 2013

Webcast: Field Service - Third Party Service Providers and Supplier Contacts

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Subject: Field Service - Third Party Service Providers and Supplier Contacts - Setup and Scheduling

Date: May 29, 2013 at 11 am ET, 10 am CT, 9 am MT, 8 am PT, 4 pm, GMT Summer Time (London, GMT+01:00), 8.30 pm, India Time (Mumbai, GMT+05:30)

This webcast looks at the 12.1.3 'Field Service Third Party Service Provider' (TPSP) functionality and compares and contrasts this new functionality with the 'Supplier Contacts' functionality available in previous EBS versions.  TPSP allows the modeling of resources with infinite capacity to perform tasks and scheduling of tasks to these resources.

Topics will include:

  • Overview of the Third Party Resource functionality.
  • Overview of the Supplier Contact functionality
  • Setup steps to implement both types of resource.
  • Scheduling Tasks to both types of resource.
  • Troubleshooting most common issues with this functionality.

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Details & Registration: Doc ID 1545428.1

Sunday Feb 03, 2013

Teleservice Contact Center Mysteries Revealed

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February 13, 2013 at 11 am ET, 10 am CT, 9 am MT, 8 am PT, 4 pm London 

If you use EBS Service, then don't miss the upcoming webcast: "EBS CRM - Contact Center - An Overview".

This one-hour session is recommended for technical and functional users who would like to know the existing functionality available in one of the key forms used by TeleService agents.

 Topics covered will include:

  • Overview of the Contact Center form
  • Usage of the Service Request tab within the Contact Center
  • Integration of Customer Care with other ERP modules.




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Welcome to the EBS Support Blog where Oracle insiders share news and information about EBS products including new releases, tips and tricks, troubleshooting guides, upcoming webcasts and links to EBS Communities.

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