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

Webcast.jpg

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.

REGISTER.jpg
Details & Registration: Doc ID 1545428.1

Sunday Feb 03, 2013

Teleservice Contact Center Mysteries Revealed

Webcast.jpg

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.




Friday Jan 04, 2013

EBS CRM Service Webcast: Automatic Owner Assignment For Service Requests and Tasks

Webcast.jpg

January 29, 2013 at 10 am ET, 8 am MT, 7 am PT, 3:00 pm, GMT Time (London)

This one-hour session is recommended for technical and functional users who are interested in setting up and troubleshooting Automatic Owner assignment for service requests and tasks with Territories.

Topics will include:

  •     Territory Setup
  •     Profile Options setup
  •     Group/resources setup
  •     Troubleshooting
See Doc ID 1513426.1 for further details.

REGISTER.jpg
Click here to register for this event.

Monday Dec 17, 2012

Latest News on Service, Field Service and Depot Repair Products

Service and Depot Repair Customer Advisory Boards (CAB)

In November 2012 the Service and Depot Repair CAB joined together for a combined meeting at Oracle HQ in Redwood Shores, California to discuss all the latest news in the Oracle Service, Field Service and Depot Repair products.  Over four days attendees shared their experiences with implementing and using these EBS CRM products and heard details of recent enhancements and future product plans direct from Development.

You can access all the Oracle presentations via Doc ID 1511768.1.  Here are just some of the highlights:

  • Field Service:
    • Next Generation Dispatch Center
    • Endeca Integration
  • Case Study: Oracle Sun Field Service implementation.
  • Mobile Field Service: New capabilities for technician-facing applications
  • Service:
    • Integration with Oracle Projects
    • New Teleservice enhancements
  • Spares Management:
    • Supplier Warranty
    • External Repair Execution
  • Oracle Knowledge (Inquira) Introduction for Service Organizations

If you weren't at the CAB, take a look at these presentations for great information about what's new and what's coming up in these products.

12.1.3++ Features for Field Service, Mobile Field Service, Spares Management, FSTP & Advanced Scheduler

Webcast.jpg

In June 2012 the R12.1.3++ patches were released for Field Service, Mobile Field Service, FSTP and Advanced Scheduler.  These patches contain new and updated functionality for these CRM Service suite modules.

 New functionality includes:

  • Field Service/FSTP/MFS:
    • Support for Transfer Parts across subinventories in different organizations
    • Validation to ensure Installed Item matches Returned Item
    • MFS Wireless - Support fro Special Address Creation
    • MFS Wireless - Enhanced Debrief Flow
  • Advanced Scheduler
    • Scheduler UI - Display of Spares Sourcing Information
    • Auto Commit (Release) Tasks by Territory
    • Dispatch Center UI - Display Spare Parts Arrival Information
  • Spares Management
    • Enhancements to the Task Reassignment Process
    • Enhancements to the Parts Requirements UI
    • Supply Chain Enhancements to allow filtering of ship methods from source location by distance.
Check the following notes for more details and relevant patch numbers:
Doc ID 1463333.1 - Oracle Field Service Release Notes, Release 12.1.3++
Doc ID 1452470.1 - Field Service Technician Portal 12.1.3++ New Features
Doc ID 1463066.1 - Oracle Advanced Scheduler Release Notes, Release 12.1.3++
Doc ID 1463335.1 - Oracle Spares Management Release Notes, Release 12.1.3++
Doc ID 1463243.1 - Oracle Mobile Field Service Release Notes, Release 12.1.3++


Monday Nov 19, 2012

Webcast: Oracle Service Charges - Introduction/Overview

Webcast.jpg

December 5, 2012 at 12 pm ET, 11 am CT, 10 am MT, 9 am PT

Have you wondered how Service Charges flow through into Order Management?  Do you want to understand more about the functional flows for Service Charges?  If you use Service Charges as part of your service implementation then you won't want to miss this webcast which explains Oracle Service Charges functionality and integration points with other products.  

Topics will include:

  • Functional flows involving Service Charges
  • Integration points
  • Data flow
  • Available UI's
  • Available API's.


REGISTER.jpgGo to Doc ID 1455786.1 to register.

Current Schedule and Archived Downloads can be found on Doc ID 740966.1.

Monday Feb 27, 2012

Creating Service Contracts from Order Management

Consider the following tips for creation Service Contracts from OM:


Service agreements/extended warranties can be created as a result of selling a Service item on a sales order.  The process for creating the contract is different in 11i and R12.


In 11i the process uses the ASO queues as follows:
1. After the sales order is shipped, data is placed in ASO queues
2. Data is dequeued and OKS_REPROCESSING table is populated
3. The Service Contracts Order Capture Integration program must be run

In R12 the ASO queues are no longer used and the Service Contracts Order Capture Integration program is obsoleted.  The R12 process is:
1. after the sales order is shipped, data is placed directly in the OKS_REPROCESSING table
2. the Service Contracts Order Processing Program must be run

Notes:
(a) in both 11i and R12 the Workflow Background Process concurrent program must also be running, so that deferred workflows are progressed.
(b) in both 11i and R12 the contract creation will fail if there is an Install Base error and the referenced instance is not created. 

The following notes can help in the troubleshooting this process:

  • 12 How to Process Order Lines from Order Management to Create Service Contracts (Doc ID 785760.1)   
  • Flow for Troubleshooting Order Management/Service Contracts/Install Base Integration Issues (Doc ID 463912.1)  
  • Completed OM Service Lines Not Flowing To Service Contracts (Doc ID 375240.1)   
  • How to Create a Service Agreement From a Sales Order That Has a Third Party Role in the Contract (Doc ID 459262.1
  • How to create multiple extended warranty or service contracts from one sales order (Doc ID 406200.1)   

Monday Sep 12, 2011

CRM - R12 Renewing Service Contracts - Overview

ADVISOR WEBCAST: CRM - R12 Renewing Service Contracts - Overview
PRODUCT FAMILY: Service Contracts

September 20, 2011 at 9 am PT, 10 am MT, 12 noon ET

This one-hour session is recommended for technical and functional users who have to set up and trouble shoot service contract renewals.

TOPICS WILL INCLUDE:
  • Understanding the renewals options
  • Setting up/configuring renewals
  • Investigating problems with Queues
  • How Date assembler functions

A short, live demonstration (only if applicable) and question and answer period will be included. Oracle Advisor Webcasts are dedicated to building your awareness around our products and services. This session does not replace offerings from Oracle Global Support Services.

Click here to register for this session

-------------------------------------------------------------------------------------------------------------

The above webcast is a service of the E-Business Suite Communities in My Oracle Support.

For more information on other webcasts, please reference the Oracle Advisor Webcast Schedule.

Click here to visit the E-Business Communities in My Oracle Support

Note that all links require access to My Oracle Support.


11i and R12 Oracle CRM Service Basics & Troubleshooting – An Overview

ADVISOR WEBCAST: CRM - 11i and R12 Oracle CRM Service Basics and Troubleshooting – an Overview
PRODUCT FAMILY: CRM, Service

September 14, 2011 at 9 am PT, 10 am MT, 12 noon ET

This one-hour session is recommended for technical and functional users who are new to Oracle Service, or need to fill gaps in their knowledge of the processes involved in troubleshooting common errors that occur in the Service module, common setup issues and problem points with profiles and integration. This will benefit anyone responsible for making sure the Install Base is up to date and accurate.

TOPICS WILL INCLUDE:
  • Understanding the basic framework of Service and the integration points with other modules including iSupport, Order Management, Territories and TCA (Trading Community Architecture)
  • Common post-upgrade or initial setup errors
  • Troubleshooting techniques

A short, live demonstration (only if applicable) and question and answer period will be included. Oracle Advisor Webcasts are dedicated to building your awareness around our products and services. This session does not replace offerings from Oracle Global Support Services.

Click here to register for this session

-------------------------------------------------------------------------------------------------------------

The above webcast is a service of the E-Business Suite Communities in My Oracle Support.

For more information on other webcasts, please reference the Oracle Advisor Webcast Schedule.

Click here to visit the E-Business Communities in My Oracle Support

Note that all links require access to My Oracle Support.


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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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