Oracle Field Service
Using Core Application
Chapter 3
Field Resource Activities
• Travel time is not recalculated.
• If you have configured a Message Scenario to notify your customers, they are not notified.
• Where is My Technician page doesn't show the "On the way" status and your position and track.
Change the Status to En Route at the Beginning of the Day or After a Break
You can set the 'En route' status through the My Route or Activity details page, or through the Activity hint. This is
possible only if your administrator has configured the ‘En route’ button for your user type.
1. Log in to Oracle Field Service.
2. Activate your route.
3. Go to the My Route or the Activity details page. Or, click the hint for the activity for which you want to change
the status.
4. Click En route.
The ETA is updated with the Real-Time Traffic, regardless of the existing Service Window, Access hours, or SLA
and the travel starts immediately. It is NOT a best practice to use the en route status when you are not going to
a customer site. The landing page shows the activity in the En route tile.
Sometimes you may agree with a customer to meet earlier than the Service window, Access hours, or SLA
specified in the appointment. If the time of arrival calculated on the 'En route' page is at least 15 min earlier than
the beginning of the time window, then you customer is notified with an appropriate message. For example,
'For this activity SLA window starts at 18:00'.
When an activity doesn't have the resolved coordinates, the device location is not available, or the device is
offline, then a corresponding message is displayed on the map of the 'En route' page. The message could be
'Activity location cannot be found', 'Cannot identify your location', or 'Map is not available when offline'.
CAUTION: Don't use the 'En route' status if you want to arrive earlier and wait near the customer site. The
status change updates the ETA and sends a notification.
Change to En Route After Completing an Activity
When you mark an activity as End, Not Done, or Cancel you can select the next activity that you are going to. After the
confirmation, the next activity becomes 'En route'.
1. Log in to Oracle Field Service.
2. Open the Activity details page for the activity that you want to complete.
3. Click Activity Completion.
4. Fill up the required fields and click Submit.
5. On the Select next activity dialog box, select the next activity that you want to go to.
6. Click Confirm.
The selected activity is assigned with the En route status. This behavior doesn't depend on the 'En route' action
link configured for your user type.
Take a Break After Completing an Activity
When you mark an activity as End, Not Done, or Cancel you may take a break, before proceeding to the next activity.
You can indicate this in the application.
1. Log in to Oracle Field Service.
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