EBS 122 Cum RCD SVC

ORACLE E-BUSINESS SUITE
RELEASE CONTENT DOCUMENT
Service Management
Releases 12.1 and 12.2 (inclusive of 12.0.2 – 12.2.13)
Prepared by Oracle E-Business Suite Product Development
Last Updated: November 17, 2023
Copyright © 2011, 2023, Oracle and/or its affiliates.

Table of Contents
1. Disclaimer 1
2. Introduction 2
2.1. Purpose of Document 2
3. New and Changed Features in Service Management 3
3.1. Oracle Advanced Inbound Telephony 3
3.1.1. Overview 3
3.1.2. Release 12.1.1 3
3.1.2.1. Direct Client-side CTI Integration 3
3.1.3. Release 12.2.4 3
3.1.3.1. Direct Client-side CTI Integration with HTML Service Applications 3
3.2. Oracle Advanced Scheduler 4
3.2.1. Overview 4
3.2.2. Release 12.1.1 4
3.2.2.1. Geographic Clustering 4
3.2.2.2. New Scheduling Optimizer 4
3.2.2.3. 2008 Navteq Digital Map Data Certification 4
3.2.3. Release 12.1.1+ 4
3.2.3.1. Segmentation of Cost Parameters and Profiles 4
3.2.3.2. Technician Shift and Skills Management 5
3.2.3.3. Stand-By Shift Support 6
3.2.4. Release 12.1.2 6
3.2.4.1. Navteq 2008 Data Certification and Global Instance 6
3.2.5. Release 12.1.3 6
3.2.5.1. Third Party Scheduling 6
3.2.5.2. Scheduling to preferred resources based on Scheduler's cost model 6
3.2.6. Release 12.1.3+ 7
3.2.6.1. Scheduler UI – Simplified Territory Qualifier Selection 7
3.2.6.2. Scheduler UI – Display Spares Sourcing Information 7
3.2.6.3. Auto Commit (Release) Tasks by Territory 7
3.2.6.4. Scheduling to Site Dedicated Technicians 7
3.2.6.5. Work Load Balancing 7
3.2.6.6. Responsibility Level Scheduler Cost Parameters 8
3.2.6.7. Task Maximum Travel Time and Distance 8
3.2.6.8. Tech Skills by Shift Type 8
3.2.6.9. Customer Importance Level Cost 8
3.2.7. Release 12.2 8
3.2.7.1. Uptake of Navteq ODF Data format 8
3.2.8. Release 12.2.4 8
3.2.8.1. Scheduler Web Services 8
3.2.9. Release 12.2.5 9
3.2.9.1. HTML Scheduler UI (based on ADF Technology) 9
3.2.10. Release 12.2.6 9
3.2.10.1. GPS Location Based Task Scheduling 9
3.2.11. Release 12.2.7 9
3.2.11.1. New Scheduler Cost Factor - Resource Cost 9
3.2.12. Release 12.2.8 9
3.2.12.1. Travel Time calculation using Traffic History Data 9
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document ii
3.2.13. Release 12.2.9 10
3.2.13.1. Task Type Capacity Constraint 10
3.2.13.2. Capture missed SLA Reason Code 10
3.2.14. Release 12.2.10 10
3.2.14.1. HTML Dispatch Center Enhancements 10
3.3. Oracle Assignment Manager 10
3.3.1. Overview 10
3.3.2. Release 12.1.1 10
3.3.2.1. Sort Winning Territory Resources by Absolute Rank 10
3.3.3. Release 12.1.2 11
3.3.3.1. Follow the Sun Service Request and Task Assignment 11
3.3.3.2. Mass Service Request and Task Updates 11
3.4. Oracle Complex Maintenance, Repair & Overhaul (CMRO) 11
3.4.1. Release 12.1.1 11
3.4.1.1. Marshalling 11
3.4.1.2. OSP Receiving 11
3.4.1.3. Enigma 3C Integration 12
3.4.1.4. Various Enhancements in Engineering (forward ports from R11.5.10) 12
3.4.1.5. Various Enhancements in Planning (forward ports from R11.5.10) 12
3.4.1.6. Various Enhancements in Production (forward ports from R11.5.10) 12
3.4.2. Release 12.1.2 13
3.4.2.1. Enhance Effectivity Details definition 13
3.4.2.2. Enhance maintenance requirement interval definition with counter start date 13
3.4.2.3. Enable WIP accounting class to be updateable in production 13
3.4.2.4. Allow creation of a non-routine from an existing non-routine 13
3.4.3. Release 12.1.3 14
3.4.3.1. Descriptive Flex Field (DFF) enablement 14
3.4.4. Release 12.2 15
3.4.4.1. FAA Compliance Reports (Forward Port) 15
3.4.4.2. Projects Integration Enhancements (New Functionality) 16
3.4.4.3. Enigma 3C Integration (New Functionality) 17
3.4.4.4. Supplier Warranty (New Functionality) 19
3.4.4.5. Fleet Forecasting (New Functionality) 23
3.4.4.6. Service Bulletin Effectivity (New Functionality) 23
3.4.4.7. Route Management (Enhanced) 24
3.4.4.8. Fleet Maintenance Program and Unit Maintenance Plan (Enhanced) 24
3.4.4.9. Maintenance Requirement Non-Routine Profiles (New Functionality) 25
3.4.4.10. Visit Work Package (VWP) (Enhanced) 25
3.4.4.11. Auto Visit Forecasting (New Functionality) 26
3.4.4.12. Planning Workbench (New Functionality) 27
3.4.4.13. Component Maintenance Workbench (New Functionality) 27
3.4.4.14. Assembly Maintenance (New Functionality) 27
3.4.4.15. Marshalling Workbench (Enhanced) 28
3.4.4.16. Execution Enhancements (Enhanced) 28
3.4.5. Release 12.2.5 28
3.4.5.1. Counter Correction Functionality (New Functionality) 28
3.4.5.2. Counter corrections for Part Removal and Installation (Enhanced) 29
3.4.5.3. Maintenance History Corrections (Enhanced) 30
3.4.5.4. Build Unit Effectivities (BUE) (Enhanced) 30
3.4.5.5. Forward Port of Customer Bugs 30
3.4.6. Release 12.2.6 30
3.4.6.1. Component Workbench (Enhanced) 30
3.4.6.2. Project Costing and Project Contracts (Enhanced) 31
3.4.7. Release 12.2.7 31
3.4.7.1. Visit Work Scope Automation (Enhanced) 31
3.4.7.2. One-Time Maintenance Requirement (Enhanced) 32
3.4.7.3. Visit and Maintenance Requirement Signoff (Enhanced) 32
3.4.7.4. AutoVisit Validations (Enhanced) 32
3.4.7.5. Bulk Part Removal Summary (Enhanced) 32
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document iii
3.4.7.6. Search Unit Maintenance Plan (Enhanced) 32
3.4.7.7. Non-Routine Man Hours (new) 33
3.4.7.8. Non-Routine Instance (Enhanced) 33
3.4.7.9. Visit Cost, Price and Budget (Enhanced) 33
3.4.8. Release 12.2.8 33
3.4.8.1. New Visit Close Warning 33
3.4.8.2. Unit Configuration Update Control 33
3.4.8.3. New Part Changes Profile 33
3.4.9. Release 12.2.9 34
3.4.9.1. Technician Workbench Operation Completion Restriction 34
3.4.9.2. Technician Workbench Operation Completion by Resource Restriction 34
3.4.9.3. Technician Workbench Bottom-Up Signoff Restriction 34
3.4.9.4. Non-Routine Stage associations in a Visit (Enhanced) 34
3.4.10. Release 12.2.10 34
3.4.10.1. Maintenance Requirement Threshold enhancement and Restart option 34
3.4.10.2. Maintenance Requirement header enhancements 35
3.4.10.3. Maintenance Requirement Route Effectivity enhancement 35
3.4.10.4. Maintenance Requirement Route Dependencies 36
3.4.10.5. Maintenance Requirement Route and Operation Material Requirements 36
3.4.10.6. Maintenance Program Document Workbench 37
3.4.11. Release 12.2.12 37
3.4.11.1. Maintenance History WB 37
3.4.11.2. New Aircraft Maintenance Planning WB 37
3.4.11.3. Software Configuration Tracking and Support 39
3.4.11.4. General Enhancements to MR Effectivity, Initializations, and UMP 40
3.4.12. Terminology 40
3.5. Oracle Complex Maintenance, Repair & Overhaul (CMRO) Information Discovery. 40
3.5.1. Overview 40
3.5.2. V6 40
3.5.2.1. Non Routines 40
3.5.2.2. Visits and Repair Batches 41
3.5.2.3. Material Transactions 41
3.5.2.4. Organization Maps 41
3.5.2.5. Quality Collection Plans 42
3.5.2.6. Warranty and Claims 42
3.5.3. V7 42
3.5.3.1. Non-Routine 42
3.6. Oracle Depot Repair 43
3.6.1. Release 12.1.1 43
3.6.1.1. Third Party Logistics for Repairs 43
3.6.1.2. Supplier Warranty Claims 43
3.6.1.3. Invoice Third Party 43
3.6.1.4. Disposition Rules Engine 43
3.6.1.5. Defaulting Rules Engine 44
3.6.1.6. Dynamic Repair BOM 44
3.6.1.7. Bar-Coded Traveler Document 44
3.6.1.8. Default Repair Item as Material Demand 44
3.6.1.9. Service Bulletins 44
3.6.1.10. Manage ECOs 44
3.6.1.11. Enable Back flush of Non-Serialized Repair Parts 45
3.6.1.12. Service Parts Planning: Forecast and Fulfill Demand for Spare Parts 45
3.6.2. Release 12.1.2 45
3.6.2.1. Repair Manager Portal 45
3.6.2.2. Returns Management: Planned Receipt Matching 45
3.6.2.3. Time Clock 45
3.6.2.4. Complete Work Button 45
3.6.2.5. Filter Root Cause Codes by Repair Item 46
3.6.3. Release 12.1.3 46
3.6.3.1. Recall Management 46
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document iv
3.6.3.2. Returns Dashboard 46
3.6.3.3. Environmental Impact Reporting 46
3.6.3.4. Warehouse-to-Warehouse Movement of Serialized Products and Parts 46
3.6.3.5. Partner Portal for Repair Vendor Collaboration 46
3.6.3.6. Warranty Claims Portal 47
3.6.3.7. Capture Payment and Shipping Information 47
3.6.3.8. Read-only Depot Workbench 47
3.6.3.9. Automatically Close Repair Order after Shipping Item 47
3.6.3.10. Recycling and Asset Recovery 47
3.6.3.11. Manage Exchanges and Returns of Broken Parts and Field Replaceable Units 47
3.6.3.12. Refurbish Internally-owned Items and Parts 47
3.6.4. Release 12.1.3+ 47
3.6.4.1. Returns Portal 47
3.6.4.2. Environmental Impact Reporting 48
3.6.4.3. Supplier Warranty Management 48
3.6.4.4. Asset Recovery Flow 48
3.6.4.5. Service Campaigns and Field Change Orders 49
3.6.4.6. Create New Customer 49
3.6.4.7. Batch Create Jobs 49
3.6.4.8. Calculate Resolve By Date from RMA Receipt Date 49
3.6.4.9. Prevent Shipping Exchange Item until Defective Item Received 49
3.6.4.10. DFFs Added to Technician Portal 49
3.6.4.11. Create Service Requests and Repair Orders for Rental Items 50
3.6.4.12. Display Material Transaction History on Technician Portal Materials Table 50
3.6.4.13. Recommend Part Disposition from Rules Engine 50
3.6.4.14. Auto-create Repair Orders for Recovered Parts 50
3.6.4.15. View and Capture Install Base Data from Technician Portal 50
3.6.4.16. Auto-complete Operation using Time Clock 50
3.6.4.17. Auto-create Repair Warranty 50
3.6.4.18. Track Serial Numbers and Sub-inventories against Internal Sales Orders 51
3.6.4.19. “Request Parts” Button auto-creates Purchase Req or Internal Req 51
3.6.4.20. Service Parts Planning Integration for Serialized Items 51
3.6.4.21. Service Order Orchestration 51
3.6.4.22. Bulk Returns through the Returns Portal 51
3.6.4.23. Bulk Internal Moves: Inter- and Intra-Warehouse 51
3.6.4.24. Additional Defaulting Rule Attributes 52
3.6.4.25. Create Estimate from Technician Portal 52
3.6.4.26. Launch Quality Collection Plan upon Operation Completion 52
3.6.4.27. Extend Resolve By Date for Hold Time 52
3.6.4.28. Calculate Resolve By Date starting from Specified Status Transition 52
3.6.4.29. Returns Portal Enhancements for Oracle’s Own Takeback Operations 52
3.6.5. Release 12.2 53
3.6.5.1. Changing from “Repair Order” to “Service Order” 53
3.6.5.2. Automotive Industry Configuration 53
3.6.6. Release 12.2.6 53
3.6.6.1. eClaims 53
3.6.6.2. Logistics Module 53
3.6.7. Release 12.2.7 53
3.6.7.1. Technician Portal: Filter Data by Job 53
3.6.7.2. Logistics Module: Apply and Remove Holds 54
3.6.8. Release 12.2.8 54
3.6.8.1. Technician Portal: Select Materials from Indented BOM 54
3.6.8.2. Additional Public APIs 54
3.6.9. Release 12.2.9 54
3.6.9.1. Machine Learning Recommendations for Root Cause and Best Fix 54
3.6.10. Release 12.2.10 54
3.6.10.1. Improved Machine Learning Recommendations for Root Cause and Best Fix 54
3.7. Oracle Depot Repair Command Center 55
3.7.1. Overview 55
3.7.2. Release 12.2.9+ 55
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document v
3.7.2.1. Repair Manager Dashboard 55
3.7.3. Release 12.2.9++ 56
3.7.3.1. Repair Manager Dashboard – Closed Orders Tab 56
3.7.3.2. Repair Technician Dashboard 56
3.7.4. Release 12.2.10 56
3.7.4.1. Repair Manager Dashboard 57
3.7.4.2. Repair Technician Dashboard 57
3.8. Oracle Depot Repair Information Discovery 57
3.8.1. Overview 57
3.8.2. Support Update 57
3.8.3. V5 57
3.8.3.1. Expedite Late or Aging Repair Orders 58
3.8.3.2. Assign Unassigned Repair Orders 58
3.8.3.3. Identify and Resolve Process Bottlenecks 58
3.8.3.4. Identify and Resolve Quality Problems 58
3.8.3.5. Evaluate Performance of Service Technicians, Groups and Divisions 58
3.8.3.6. Ensure Supplier Warranty Claims are Settled and Paid Expeditiously 58
3.8.3.7. Ability to Evaluate Suppliers based on Product Quality and Claims Settlement 58
3.8.4. V7 58
3.8.4.1. Ability to View Repair Costs and Revenue 59
3.8.5. V8 59
3.8.5.1. Ability to View Repair Costs and Revenue Time Series Graph 59
3.8.5.2. Ability to Mass Update Service Orders 59
3.8.5.3. Ability to Launch the Service Order Details Page from the Results Table 59
3.8.5.4. Ability to Filter Service Orders by Location with Map Interface 59
3.9. Oracle Email Center 59
3.9.1. Overview 59
3.9.2. Release 12.1.2 59
3.9.2.1. Display of Email Threads during Email Response 59
3.9.2.2. Agent UI Queues Tab 60
3.9.2.3. Advanced Automatic Service Request Creation 60
3.9.3. Release 12.1.3 60
3.9.3.1. SSL Enabled Email Download Processor 60
3.9.4. Release 12.2 60
3.9.4.1. Default Incident Address using Email Parser 60
3.9.5. Release 12.2.4 60
3.9.5.1. SMTP Authorization for Non-SSL email accounts 60
3.9.6. Release 12.2.5 61
3.9.6.1. Derive Incident Address when automatically creating Service Requests 61
3.9.6.2. Display Email Processor 61
3.9.7. Release 12.2.8 61
3.9.7.1. Create Service Requests with Multiple Contact Points 61
3.9.8. Release 12.2.11 61
3.9.8.1. Create Service Requests using Service Request Templates 61
3.9.9. Release 12.2.13 61
3.9.9.1. Choose Mail Connectivity Protocols of Your Choice 61
3.9.9.2. Support for OAuth 2.0 Email Accounts 61
3.10. Oracle Field Service 61
3.10.1. Overview 61
3.10.2. Release 12.0.3 (RUP3) 62
3.10.2.1. Google Maps Integration 62
3.10.3. Release 12.1.1 62
3.10.3.1. Portals – Trunk Stock Management and Debrief Trunk Stock Visibility 62
3.10.3.2. Technician and Administrator Portal - Task Scheduling 62
3.10.3.3. Technician and Administrator Portal – Debrief Error Corrections 63
3.10.4. Release 12.1.1+ 63
3.10.4.1. Dispatch Center Usability Enhancements 63
3.10.4.2. Dispatch Center Advanced Task Management 63
3.10.5. Release 12.1.2 64
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document vi
3.10.5.1. Dispatch Center - GPS Location Capture and Mapping 64
3.10.5.2. Field Service Technician Portal – Usability and Security Enhancements 64
3.10.6. Release 12.1.3 65
3.10.6.1. Field Service Third Party Administrator/Technician Portals 65
3.10.6.2. Dispatch Center Third Party Management 65
3.10.6.3. eLocation Map Viewer Option 65
3.10.6.4. Portals: Field Service Report with Signature Capture Capability 66
3.10.7. Release 12.1.3+ 66
3.10.7.1. Reschedule, Un-schedule, and Cancel Tasks that have received Customer Confirmation 66
3.10.7.2. Commit/Release Task while recording Customer Confirmation 66
3.10.7.3. Configure Shift Task Display in Dispatch Center 66
3.10.7.4. Display Parts Shipping Information in Dispatch Center 66
3.10.7.5. Mass ‘Unscheduling’ of assigned Tasks 66
3.10.7.6. Enhanced Technician Calendar, Shifts and Exception Management 66
3.10.7.7. Portals: Advanced Debrief – DOA, Unused Parts, Serial Tagging 67
3.10.7.8. Portals: Debrief Return Routing Engine Integration 67
3.10.7.9. Field Service Technician Setup UI 67
3.10.7.10. Portals: Support Transfer Parts 67
3.10.7.11. Portals: Part Replacement Validation 67
3.10.7.12. Portals: Select Multiple Parts During Debrief Install 67
3.10.7.13. Portals: Enhance Debrief Availability Check to Include Un-posted Debrief Lines 68
3.10.7.14. Portals: Maximum Number of Hours for Labor Debrief 68
3.10.7.15. Portals: New Task Views/Queries Parameters 68
3.10.7.16. Capture Block Trip Reason 68
3.10.7.17. Advanced Task Find UI Multi Value Search Fields 68
3.10.7.18. Task Right Click Menu Configuration 68
3.10.7.19. Task List Summary Statistics 68
3.10.8. Release 12.2 69
3.10.8.1. Projects Related Fields in Dispatch Center 69
3.10.8.2. Auto create Install Debrief from Recovery/Return Debrief 69
3.10.8.3. Search Recovered Item using Serial Number during Debrief Install 69
3.10.8.4. Ability to Enter Serial Number before Item Number during Debrief Install 69
3.10.8.5. Provide Ability to Receive Parts from Parts Tab 69
3.10.8.6. Display Projects Related Fields in Task Details UI 69
3.10.8.7. Provide Access Technician Setup UI 69
3.10.8.8. Update Task Actuals based on Labor Service Activity Code 69
3.10.9. Release 12.2.4 70
3.10.9.1. Portals: Display Unassigned Tasks in Administrator Dashboard 70
3.10.9.2. Portals: View and Create Personal Tasks 70
3.10.9.3. Portals: Integrate new Service Tasks UI 70
3.10.9.4. Portals: Integrate Field Service Portals with Inquira 70
3.10.9.5. Portals: Enhanced Task Details UI 70
3.10.10. Release 12.2.5 70
3.10.10.1. HTML Dispatch Center Dashboard (ADF Technology) 70
3.10.10.2. Standardized Personal Task UI Functionality 70
3.10.10.3. Portals: Uptake New Alta Skin and Simplified Menu 71
3.10.10.4. Portals: Enhanced Context Sensitive Flex Fields 71
3.10.10.5. Portals: Capture and Post Time Entries to OTL 71
3.10.10.6. Date Time Picker Enhancements 71
3.10.10.7. Field Service: Smartphone Calendar Integration 71
3.10.11. Release 12.2.6 71
3.10.11.1. View Preventive Maintenance Schedules 71
3.10.11.2. Portals: Task Status Transitions based on Task Type 72
3.10.11.3. Portals: Multiple Products on Service Request 72
3.10.12. Release 12.2.7 72
3.10.12.1. Portals: Warning Message when Debrief Labor is significantly different than Estimated Effort 72
3.10.12.2. Consolidated View on Field Service report 72
3.10.12.3. Portals: Ability to self assign Tasks in Administrator Portal 72
3.11. Oracle Field Service Command Center 72
3.11.1. Overview 72
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document vii
3.11.2. Release 12.2.9++ 73
3.11.2.1. Improve Service Level Agreement compliance 73
3.11.2.2. Handle operational risks proactively 73
3.11.2.3. Enhance Workforce Performance 73
3.11.2.4. Continuously monitor and improve response times and service quality 73
3.11.3. Release 12.2.11 73
3.11.3.1. Task Update UI 73
3.11.4. Release 12.2.11+ 74
3.11.4.1. Field Service Charges Dashboard 74
3.12. Oracle Field Service Information Discovery 74
3.12.2. Overview 74
3.12.3. V4 74
3.12.3.1. Identify exceptions, escalations and Tasks in jeopardy by Geography or Customer 74
3.12.3.2. Track Task and Technician Performance Metrics 74
3.12.3.3. Continuously monitor and improve response times, service quality and cost of service 75
3.12.3.4. Review, update and submit debrief faster for creating charges and invoices 75
3.12.3.5. Reduce violation of SLAs, contractual obligations and penalties 75
3.12.3.6. Enhance Workforce Performance 75
3.12.3.7. Track spare parts usage and quality issues 75
3.12.3.8. Manage Warehouse Inventories and Reduce Spare Part Backorders 75
3.12.4. V6 75
3.12.4.1. Renamed to Field Service Information Discovery 75
3.12.5. V7 76
3.12.5.1. Support Parts Only Tasks 76
3.13. Oracle iSupport 76
3.13.1. Overview 76
3.13.2. Release 12.1.1 76
3.13.2.1. Multi-Party Access in iSupport 76
3.13.3. Release 12.1.2 76
3.13.3.1. Multi-Party Search 76
3.13.4. Release 12.2 76
3.13.4.1. Uptake Publish Flag in iSupport 76
3.13.5. Release 12.2.4 77
3.13.5.1. Contract Entitlement Control 77
3.13.5.2. Display of Task Notes and Task Dates for tasks related to service requests 77
3.13.6. Release 12.2.5 77
3.13.6.1. Integration with Oracle Knowledge (Inquira) 77
3.13.6.2. Search Asset by Asset Location during Service Request creation 77
3.13.6.3. Restrict Access to Service Requests by Service Request Type 77
3.13.7. Release 12.2.9 77
3.13.7.1. Internal Service Request Security Enhancements 77
3.13.7.2. Enable users to de-activate Service Request Contacts 77
3.13.7.3. Expose Customer Purchase Order Number 77
3.13.7.4. Synonym match in Knowledge Management Page 78
3.14. Knowledge Management 78
3.14.1. Release 12.1.2 78
3.14.1.1. Attachment Import and Authoring Improvements 78
3.14.2. Release 12.2 78
3.14.2.1. Support of additional Search methods such as Fuzzy and Synonym match for knowledge search 78
3.14.3. Release 12.2.4 78
3.14.3.1. Single page solution authoring 78
3.15. Oracle Mobile Field Service 78
3.15.1. Overview 78
3.15.2. Release 12.0.3 (RUP3) 78
3.15.2.1. Scheduled Task Notification 78
3.15.3. Release 12.1.1 79
3.15.3.1. Store and Forward Laptop - Multiple Field Resources using the same Laptop 79
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document viii
3.15.3.2. Store and Forward Laptop - Mobile Manager/Administrators Dashboard 79
3.15.3.3. Store and Forward Laptop - Open Service Request against any Product owned by the Technician’s
Customers 79
3.15.3.4. Store and Forward Laptop - File-based Synchronization Option 79
3.15.3.5. Wireless - Parts Visibility 79
3.15.3.6. Wireless - Excess Parts Execution 80
3.15.3.7. Wireless - Ability to Change Password 80
3.15.4. Release 12.1.2 80
3.15.4.1. Store and Forward Pocket PC - Mobile Queries 80
3.15.4.2. Store and Forward Pocket PC - Automatic Synchronization 80
3.15.4.3. Store and Forward Pocket PC - Personalization 81
3.15.4.4. Store and Forward Pocket PC - Wireless Integration 81
3.15.4.5. Store and Forward Pocket PC - Usability and Security 81
3.15.5. Release 12.1.3 82
3.15.5.1. Store and Forward - Email Query (Phase 1: Field Service Functions) 82
3.15.5.2. Wireless - Enhancements 83
3.15.6. Release 12.1.3+ 83
3.15.6.1. Store and Forward - Email Query (Phase 2: Spares Commands) 83
3.15.6.2. Wireless - Advanced Debrief and Returns Routing Integration 83
3.15.6.3. Wireless - Support for Transfer Parts 83
3.15.6.4. Wireless - Enhanced Debrief Flow 83
3.15.6.5. Wireless - Support for Special Address Creation 84
3.15.6.6. Wireless -Validation to Ensure Installed Item matches Returned Item 84
3.15.6.7. Wireless - Technician Self Scheduling 84
3.15.6.8. Wireless - Service Request Report 84
3.15.6.9. Multi Platform - Initial Release 84
3.15.6.10. Multi Platform - Automatic Synchronization 84
3.15.6.11. Multi Platform - Support for Expense Debrief 85
3.15.6.12. Multi Platform - View and Create Personal Tasks 85
3.15.6.13. Multi Platform - Follow-up Tasks in Multi Platform 85
3.15.6.14. Multi Platform - Field Service Report and Signature Capture 85
3.15.6.15. Multi Platform - Attachments Support 85
3.15.6.16. Multi Platform - Create Service Request 85
3.15.6.17. Multi Platform - Alta Skin and iOS64 bit/Android 5.0 Support 85
3.15.6.18. Multi Platform - Support for Tablets and Laptop 85
3.15.6.19. Multi Platform – Laptop Enhancements Forward Ports 85
3.15.6.20. Multi Platform - Support for Software Development Toolkit 86
3.15.6.21. Multi Platform – Capture and upload GPS Locations 86
3.15.6.22. Wireless – Capture and upload GPS Locations 86
3.15.7. Release 12.2 86
3.15.7.1. Wireless - Auto Create Install Debrief during Recovery/Return Debrief 86
3.15.7.2. Wireless - Provide Ability to Receive Parts from Parts Requirement Screen 86
3.15.7.3. Wireless - Enhanced UI Configuration Options 86
3.15.7.4. Wireless - Ability to Set the Profile ‘Client Time zone’ in the Device 87
3.15.7.5. Wireless - Field Service Report with Signature Capture Capability 87
3.15.7.6. Wireless - Ability to Trigger Context sensitive mobile query from Task Details Screen 87
3.15.7.7. Wireless - Display Projects Related Fields in Task Details Screen 87
3.15.8. Release 12.2.4 87
3.15.8.1. Wireless - View and Create Personal Tasks 87
3.15.8.2. Wireless - FS Managers Dashboard 87
3.15.9. Release 12.2.5 88
3.15.9.1. Wireless: Enhanced UI and Navigation for Smartphone 88
3.15.9.2. Multi Platform – OTL integration 88
3.15.9.3. Multi Platform – Quality Data Capture 88
3.15.9.4. Multi Platform – Capture and Upload GPS Locations 88
3.15.10. Release 12.2.6 88
3.15.10.1. Decommission MFS Windows/Windows Mobile with O-Lite Database 88
3.15.10.2. Task Status Transitions based on Task Type 88
3.15.11. Release 12.2.7 89
3.15.11.1. Wireless: Warning Message when Debriefed Labor is significantly different than Estimated Effort 89
3.15.12. Mobile Release 10 – Client Version 10.0.0 89
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document ix
3.15.12.1. New App Built with the Apache Cordova Framework 89
3.16. Oracle Service Contracts 89
3.16.1. Release 12.1.1 89
3.16.1.1. Service Contract Import Program 89
3.16.2. Release 12.1.3+ 89
3.16.2.1. Service Contract Renewal Performance Enhancements 89
3.16.2.2. Performance Enhancements to Main Billing Program for Usage Contracts 90
3.16.2.3. Mass Update Tool 90
3.16.2.4. Prevent Deletion of Line/Sub line during Contracts Renewal 90
3.16.2.5. Carry Over Self-Service Decline Code onto Service Contract Cancellation Reason 90
3.16.2.6. Revalue Contract during Change in Currency 91
3.16.2.7. Specify Cc E-mail Addresses during Quote and Reminders 91
3.16.2.8. Selective Update of Warranty Contracts upon IB Transfer of Ownership 91
3.16.2.9. Re-price on Renewal Consolidation 91
3.16.2.10. Flexible Invoice Text Defaulting 91
3.16.2.11. Service Contracts Usability Enhancements 91
3.16.2.12. Merge Assets across Contracts 92
3.16.2.13. Drive Contract Coverage by Severity 92
3.16.2.14. Control Generation of Invoice 92
3.16.2.15. Calculate Estimated Tax with Higher Accuracy 93
3.16.2.16. Close Request for Assistance 93
3.16.2.17. Withdrawal of Published Quotes 93
3.16.2.18. Manage Cancellation Risk and Forecast Amount 93
3.16.2.19. Item Transfer across Inventory Organizations 94
3.16.2.20. Display Pricing Date in Covered Levels 94
3.16.2.21. Grouping Rules Considering Warehouse Information 94
3.16.2.22. Support Multiple Renewal Quotes 94
3.16.2.23. Specify Templates for Renewal Quote Letters 94
3.16.2.24. Enhanced File Name for Attachment in Quote Letter 95
3.16.2.25. Approval and Signature Notification Enhancements 95
3.16.2.26. Cancellation Code 95
3.16.3. Release 12.2 95
3.16.3.1. Solution Ordering 95
3.16.4. Release 12.2.4 96
3.16.4.1. Service Contracts Public APIs 96
3.16.5. Release 12.2.5 96
3.16.5.1. Enhanced User Interfaces 96
3.16.5.2. Enhancements to Subscription Contracts 96
3.16.6. Release 12.2.6 97
3.16.6.1. Extension of Enhanced User Interfaces 97
3.16.7. Release 12.2.8 97
3.16.7.1. Enhancements to Usage Billing 97
3.16.7.2. Missed Meter Reads 97
3.16.8. Release 12.2.9 97
3.16.8.1. Enhancements to Quote Printing 97
3.16.9. Release 12.2.10 98
3.16.9.2. Enhancement to Activation Logic of Expired Contracts 98
3.16.9.3. Reversing the Termination Process 98
3.16.9.4. Enhancement to Billing Period Definitions 98
3.16.10. Release 12.2.11 98
3.16.10.1. Compare Contract Versions 98
3.16.10.2. Co-terminate Subscription Contracts 98
3.16.10.4. Enhanced Usability Features 99
3.16.10.5. View Contract Billing History 99
3.16.11. Release 12.2.12 99
3.16.11.1. Delete Expired and Terminated Contracts Programmatically 99
3.16.11.2. Create On-Account Credit Memo 99
3.16.11.3. Ability to Define Usage Attributes for Different Periods 99
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document x
3.17. Oracle Service Contracts Command Center 100
3.17.1. Overview 100
3.17.2. Release 12.2.8+ 100
3.17.2.1. Service Contracts Management 100
3.17.3. Release 12.2.9++ 100
3.17.3.1. Enhancement to Risk Chart 100
3.17.3.2. Support for Descriptive Flex Field (DFF) 100
3.17.4. Release 12.2.10 101
3.17.4.1. Support for Usage Contracts 101
3.17.4.2. New Actions for Service Contracts 101
3.17.4.3. New Metric for Terminating Contracts 101
3.17.5. Release 12.2.12 101
3.17.5.1. Performance related metrics to gauge the efficacy of various services 101
3.17.6. Release 12.2.12+ 101
3.17.6.1. Service Contracts Renewal Prediction using Historical Data 101
3.18. Oracle Service Contracts Information Discovery 102
3.18.2. V5 102
3.18.2.1. Identify Renewal Exceptions and Manage Renewals Work Queue 102
3.18.2.2. Monitor Renewal Performance Metrics 102
3.18.2.3. Continuously Monitor and Improve Customer Service Experience 102
3.18.2.4. Identify Early Signs of Risks and Strategize Their Remediation 103
3.18.2.5. Monitor Service Revenue Leakage and Strategize Their Mitigation 103
3.18.3. V6 103
3.18.3.1. Contract Renewal Command Center 103
3.18.3.2. Customer Management 103
3.18.3.3. Portfolio Management 104
3.18.3.4. Vendor Management 104
3.18.3.5. Contracts (Finance and Service) 104
3.19. Oracle Spares Management 104
3.19.2. Release 12.1.1 104
3.19.2.1. WRP Planned Order Release Automation 104
3.19.3. Release 12.1.2 105
3.19.3.1. New HTML Parts UIs and Distance Based Search 105
3.19.3.2. Part Returns - Flexible Routing 105
3.19.4. Release 12.1.3 106
3.19.4.1. Supersession and Substitute Notes 106
3.19.4.2. Site Dedicated Stocking Locations Support 106
3.19.4.3. Parts Return Routing Engine 106
3.19.5. Release 12.1.3+ 107
3.19.5.1. Ship-to Address Enhancements 107
3.19.5.2. Handling Parts Orders when Tasks are reassigned 107
3.19.5.3. Miscellaneous Parts Requirement UI Enhancements 107
3.19.5.4. Spares Sourcing Options Distance Limit 107
3.19.5.5. Third Party Ship-to Locations 108
3.19.5.6. Enhanced External Repair Execution Adjustments 108
3.19.5.7. External Repair Execution Cancel Repair Purchase Orders 108
3.19.5.8. External Repair Execution – Track Parts In-transit from Repair Vendors 108
3.19.5.9. New HTML Technician Addresses and Sub-Inventories Setup UI 109
3.19.5.10. Parts Requirement and Ordering Process: Usability Enhancements 109
3.19.5.11. Display Carrier Tracking Information 110
3.19.5.12. Parts Return: Auto Generation of Shipment Number 110
3.19.5.13. Shipping Methods Calendars 110
3.19.5.14. External Repair Execution – Provide ‘Fill and Close’ Option 110
3.19.5.15. External Repair Execution Dashboard Drill Downs 110
3.19.6. Release 12.2.4 111
3.19.6.1. ADF HTML Planners Dashboard 111
3.19.7. Release 12.2.5 111
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document xi
3.19.7.1. Part Debrief Line Reservations 111
3.19.8. Release 12.2.6 111
3.19.8.1. Inventory Organization Security in Spares Logistics 111
3.19.8.2. Parts Ship Date/Time Optimization 112
3.19.8.3. Consider Transit and Lead Time to calculate parts Ship or Arrival Date 112
3.19.9. Release 12.2.7 112
3.19.9.1. Capture Shipping and Packing Instructions in Parts Requirement UI 112
3.19.9.2. Copy Parts Requirement Lines 112
3.19.9.3. Option to enter Serial Number during Receipt 112
3.19.9.4. Support non-primary UOMs in Spares Logistics 112
3.20. Oracle TeleService 113
3.20.2. Release 12.0.6 (RUP6) 113
3.20.2.1. User Hook for Charges Pricing API 113
3.20.3. Release 12.1.1 113
3.20.3.1. Service Costing and Profitability 113
3.20.3.2. Improved Field Service Execution Flows 113
3.20.3.3. Service Requests Search using Secure Enterprise Search (SES) 114
3.20.3.4. Additional Attributes in the Service Request Form 114
3.20.3.5. Quick Service Request Creation and Update 114
3.20.3.6. Enhanced Service Request Tools Menu 114
3.20.3.7. Charge Call-Out 114
3.20.4. Release 12.1.1+ 114
3.20.4.1. Support for International and One Time Addresses 114
3.20.4.2. Optimization of Service Request Creation Process 115
3.20.4.3. Enhanced Service Request Search capabilities 116
3.20.4.4. Improved Service Request Tasks Management 116
3.20.5. Release 12.1.2 116
3.20.5.1. Party Site level Profile Checks 116
3.20.5.2. Optimization of Service Request Creation Process 116
3.20.5.3. Enhanced Service Request Search capabilities 117
3.20.5.4. Service Request Task Management Enhancements 117
3.20.5.5. Inactivating a contact 118
3.20.5.6. Charges - Submit Order User Hooks 118
3.20.6. Release 12.1.3 118
3.20.6.1. New HTML Charges User Interface 118
3.20.6.2. Credit Card Capture on the Service Request and Charges 118
3.20.7. Release 12.1.3+ 119
3.20.7.1. HTML Service Request User Interface Enhancements 119
3.20.7.2. Capture additional SLA information for Service Requests 119
3.20.7.3. Creation of Part Requirements based on Task Type 119
3.20.7.4. New Incident Address site city on the Find Service Request form 120
3.20.7.5. New Task view of the Service Request History 120
3.20.7.6. Ability to select Installed Base Instances not related to the SR Customer 120
3.20.7.7. Enhanced Charges Logistics 120
3.20.8. Release 12.2 122
3.20.8.1. Oracle Projects Integration 122
3.20.8.2. HTML Customer Service User Interface Enhancements 122
3.20.8.3. Automatic Task Creation on Service Request Status Transitions 127
3.20.8.4. Launch of Workflow on Service Request Status Transitions 127
3.20.8.5. Filter Task Template Groups LOV Based on Task Template Mappings 127
3.20.9. Release 12.2.4 127
3.20.9.1. Integration with Oracle Knowledge (Inquira) 127
3.20.9.2. HTML Service UI Enhancements 127
3.20.9.3. Public APIs to create Service Request Extended Attributes (CIC) 129
3.20.10. Release 12.2.5 129
3.20.10.1. New Simplified Rich HTML Contact Center 129
3.20.10.2. Enhanced Service Request Security (uptake MOAC) 129
3.20.10.3. Access All Invoices and Credit Memos from the Charges UI 129
3.20.11. Release 12.2.6 130
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document xii
3.20.11.1. Task Status Transitions based on Task Type 130
3.20.11.2. Creation Task Status based on Task Type 130
3.20.11.3. Multiple Products on Service Request 130
3.20.11.4. HTML Service Application Enhancements 130
3.20.11.5. HTML Contact Center Enhancements 131
3.20.12. Release 12.2.7 131
3.20.12.1. Service Request Multiple Products Incident Address Filter 131
3.20.12.2. Service Request Multiple Products access to Installed Base UI 131
3.20.12.3. Service Request Multiple Products added to Read Only SR Page 131
3.20.12.4. HTML Service - Support filters for the Queues in Agent Dashboard 131
3.20.12.5. HTML Service - Add new columns to the Task Queue 131
3.20.12.6. HTML Service - Add Search criteria to the Service Request Search 131
3.20.12.7. HTML Service - Add Search criteria to the Task Search 131
3.20.12.8. HTML Service – Additional Service History 131
3.20.13. Release 12.2.8 132
3.20.13.1. Multiple Problems on a single Service Request 132
3.20.13.2. Access the Multiple Products Page from Service Request Forms UIs 132
3.20.13.3. Support Ship to/Bill to Parties not related to SR Customer Party 132
3.20.13.4. HTML Service – Display related Object Notes 132
3.20.13.5. HTML Service – Manage Task Searches 132
3.20.14. Release 12.2.9 132
3.20.14.1. Charges Advanced Pricing Integration 132
3.20.14.2. Invoices Integration in HTML Contact Center 132
3.20.14.3. Notifications to Non-Employee Service Request Owners 132
3.20.14.4. Search Service Requests using Descriptive Flex Field attributes 132
3.20.14.5. Change Customer Information when copying Service Requests 132
3.20.15. Release 12.2.10 132
3.20.15.1. Service Request Templates 132
3.20.15.2. Multiple Browser Tabs 133
3.20.15.3. HTML Charges UI Enhancements 133
3.20.16. Release 12.2.11 133
3.20.16.1. Allow Advanced Pricing To Determine Service Charges Price List 133
3.20.16.2. Notifications Rules Based on Operating Units 133
3.20.16.3. Display Interaction History in HTM Contact 133
3.20.16.4. Simplified Contact Edit Page in HTML Contact Center 133
3.20.16.5. Search Customers Using Partial Search Keys in Contact Center 133
3.20.16.6. Delete Depot Repair Charges Created from Estimates 133
3.20.17. Release 12.2.12 133
3.20.17.1. Ability To Purge Only the Service Request Audit Data 133
3.20.17.2. Display the Current Location Party Name of the Instance 134
3.20.17.3. Service Charges: Default the Service Request Owner As the Order Salesperson on Orders 134
3.20.17.4. Service Charges: Defaulting of Price List Based on Customer / Service Activity Setup 134
3.20.17.5. HTML Contact Center: Tasks Info-Tile 134
3.20.17.6. CS HTML: Allow Users To Enter the Service Request Number Manually 134
3.20.17.7. CS HTML: Allow Users To Assign Different Owner and Assignee for Each Task in the Task Template
134
3.20.17.8. CS HTML: Ability To Create Instances for Each Item in the More Products UI 134
3.20.18. Release 12.2.13 134
3.20.18.1. Ability To Turn Off TCA Relationship Between Service Request Party and Install Base Instance 134
3.20.18.2. Ability To Create Multiple Copies of Tasks 135
3.20.18.3. Ability To Drill Down to Sales Orders Form from Charges Tab 135
3.20.18.4. Ability To Provide More Flexibility in the Copy Service Request Feature 135
3.20.18.5. Ability To Automatically Fetch the Best Possible Contract on The Update of Severity or Type 135
3.21. Oracle Service Command Center 135
3.21.2. Release 12.2.8+ 135
3.21.2.1. Service Manager Dashboard 135
3.21.2.2. Service Agent Dashboard 136
3.21.3. Release 12.2.10+ 136
3.21.3.1. Service Manager Dashboard 136
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document xiii
3.21.3.2. Service Agent Dashboard 136
3.21.3.3. ECC Real-time Updates 136
3.21.4. Release 12.2.11 136
3.21.4.1. Service Charges Dashboard 136
3.21.4.2. Service Charges and Service Request Update UIs 136
3.21.5. Release 12.2.11+ 136
3.21.5.1. Service History Network Diagram 136
3.21.6. Release 12.2.12 136
3.21.6.1. Agent and Manager Dashboards: Search for Service Requests Using Notes Keywords 136
3.21.6.2. Agent and Manager Dashboards: View Audit Trail for Service Requests and Associated Tasks 137
3.21.6.3. Charges Dashboard: Charges and Cost Summary Information 137
3.21.7. Release 12.2.12+ 137
3.21.7.1. Agent and Manager Dashboards: Inline Views of All Products and Contacts Associated with a Service
Request 137
3.22. TeleService Information Discovery 137
3.22.3. V5 137
3.22.3.1. Identify and monitor critical service requests 138
3.22.3.2. Identify most active customers, most problematic products, and most common service request types138
3.22.3.3. Execute corrective actions on transactional system 138
3.22.3.4. Enforce data security for service requests 139
3.22.3.5. Analyze graphical data with varying dimensions 139
3.22.3.6. Improve product and service quality through root cause analysis 139
3.22.3.7. Improve workload utilization and elevate performance 139
3.22.4. V6 Endeca to Information Discovery 139
3.23. Oracle Mobile Service Manager 139
3.23.1. Discontinuation Notice 139
3.23.3. Release 12.1.3 140
3.23.3.1. Define customized queries to identify service requests of interest 140
3.23.3.2. Monitor current service request backlog, 24x7, anywhere on the go 140
3.23.3.3. Get instant access to escalated, high severity service requests 140
3.23.3.4. Identify service requests that have violated service request agreements 140
3.23.3.5. Secure access to service requests 141
3.23.3.6. Update service requests anytime, anywhere 141
3.23.3.7. Reassign service requests 141
3.23.3.8. Support for disconnected mode 141
3.23.4. Mobile Release 8.0 141
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document xiv
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 Releases 12.1 and 12.2 Release Content Document Purpose of Document 1
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 Releases 12.1 and 12.2, and in
subsequent Release Update Packs (RUPs) and off-cycle patches. For your convenience,
it also includes new or changed functionality introduced in the RUPs for Release 12,
including 12.0.2 through 12.0.7.
The features and enhancements described in this document are grouped by product, and
then by the release in which they first became available, for example, “Release 12.1.1”.
Features released in an off-cycle patch have a special designation – for example, a feature
released after 12.1.1, but before 12.1.2, is designated as “Release 12.1.1+”.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Purpose of Document 2
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 server–side adapters.
These server–side 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 E-Business Center) and the soft phones of any middleware vendor. This not
only reduces the communication overhead (and consequentially provides faster screen-
pop for agents), but also improves scalability of the solution. As part of this integration,
the client-side communications Java bean already available for Contact Center Form will
be provided on the E-Business Center and Service Request Forms.
3.1.3. Release 12.2.4
3.1.3.1. Direct Client-side CTI Integration with HTML Service Applications

The direct client-side CTI integration introduced in 12.1.1 for Forms based Service
applications has been extended to HTML Service Application enabling the agents using
the HTML Service applications to be more productive through incoming call screen pops.
The agent can log into the CTI System from the HTML Service application and make
themselves available for taking incoming call. On an incoming call, this functionality
launches a context-sensitive screen-pop for the agent who is answering the call based on
the information entered by the customer into the IVR. The agents can also make
outbound calls.
Using the direct client-side CTI integration framework, the service organizations can
write custom adapters for CTI integration between the HTML Service pages and a third
party middleware’s soft phone. This framework reduces the communication overhead,
provides faster screen-pop for agents, and improves scalability of the solution. In this
release, only the Service Request Update page is screen pop enabled. The IVR Parameter
for the Service Request Number is available in this release.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Advanced Inbound Telephony 3
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
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.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Advanced Scheduler 4
To further enhance Advanced Scheduler’s 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
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 standby 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 technician’s 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 tech’s 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 tech’s 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 standby 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 Scheduler’s logic. Several options
are provided on how AS uses technicians on standby 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 standby 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.
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.
3.2.6. Release 12.1.3+
3.2.6.1. Scheduler UI – Simplified Territory Qualifier Selection

Schedule Task UI is used to schedule Field Service Tasks interactively and has a Tab
where the user can specify resource selection criteria. Territory Qualifier(s) is one of the
commonly used selection criteria. Prior to R12, when the Dispatcher wanted to use only
one qualifier, he/she had to uncheck all other qualifiers one at a time. This was a time
consuming and error prone activity. In this release, the Schedule Task UI has been
enhanced to allow Dispatchers to quickly select or de-select territory qualifiers.
3.2.6.2. Scheduler UI – Display Spares Sourcing Information

Spares Management integration will enable dispatchers to see vital information regarding
the plan options, when the Task being scheduled has a Part requirement. Schedule Task
UI has been enhanced to display the shipment information about the spare parts being
shipped (e.g. Sourced Warehouse, Shipping Distance, and Method of Shipment) for
making better and more intelligent scheduling decisions while interactively scheduling
Tasks using Scheduler UI.
3.2.6.3. Auto Commit (Release) Tasks by Territory

Currently the Dispatchers lack the ability to release Tasks to Technicians belonging to a
specific Territory, without resorting to writing a well tuned Task Query that can precisely
identify all Tasks, scheduled but not yet released to Technicians assigned to a specific
Territory. In this release Auto Commit Tasks background process has been enhanced to
enable the Auto Commit process to release Tasks scheduled but, not yet committed to
Technicians assigned to Territories associated to the Dispatcher. Dispatchers will now
have the ability to control the commit process for a specific time horizon with the new
‘Auto Commit Horizon’ parameter introduced.
3.2.6.4. Scheduling to Site Dedicated Technicians
In order to better serve critical customers with a large number of installed products and
tight SLAs/contractual obligations, Service Providers frequently assign field technicians
to work full time at a specific the customer site. To support this, technician trips can now
be started and/or completed at the customer address instead of the field office address or
the technician’s home address. In addition, the Scheduler and Optimizer algorithms have
been enhanced to skip estimating Travel Distance/Time and calculating associated Travel
Costs for technicians already located at the customer site (same site tasks are ones that
point to same address record or to address records with the same lat/long).
3.2.6.5. Work Load Balancing
The EBS Advanced Scheduler’s/Optimizer’s main focus is to fulfill customer SLAs with
the lowest cost schedule. In some cases, this may lead to schedules that, while low in
cost, do not utilize all of the technicians available for work on a specific shift. Hence,
some customers have asked for the ability to balance the work load as well as optimize
service delivery costs.
To address these concerns, Scheduler engine has been enhanced to consider work load
balancing as well as other factors when scheduling field service tasks. Two approaches
to work load balancing are provided. The first is a statistics-centric approach using
various attributes of technician trips and their available capacity. The other is a new
Work Load Balancing Cost Factory that reduces the cost of scheduling work to
technicians that have more time available in the calendar/schedule.
3.2.6.6. Responsibility Level Scheduler Cost Parameters
All Cost Parameter values will be enabled at the Responsibility level. Previously,
customers could only set up Scheduler Cost Parameters at Site, Responsibility and
Territory levels. This enhancement allows customers to use different Cost Parameters
Values for Autonomous Scheduler and Optimizer.
3.2.6.7. Task Maximum Travel Time and Distance
Many Service Providers do not want a tech to be automatically scheduled to travel a long
distance. Instead, they want these tasks to be reviewed and scheduled by the Dispatcher.
As such, we have added a couple of scheduler parameters to limit the distance Advanced
Scheduler will schedule a tech to travel to a task. If the travel distance or time is greater
than theses maximums, Autonomous Scheduler will Auto Reject the task forcing the
Dispatcher to review and schedule the task manually.
Dispatchers will also be allowed to manually override travel restrictions while scheduling
Tasks interactively. A new field ‘Travel Restrictions’ is introduced in Overrule section of
Preferences Tab. Dispatchers can select/de-select this field to filter plan options.
3.2.6.8. Tech Skills by Shift Type
Field Technicians work both Regular and On-call (Stand By) shifts. Service Providers
require the flexibility to assign skills by shift type so that a tech can have more
skills/product coverage during Stand by Shifts when fewer techs are working. The Skills
Management User Interface has been enhanced to allow setting up Skills by Shift Type
and the Advanced Scheduler has been enhanced to use appropriate skills.
3.2.6.9. Customer Importance Level Cost
The Non Critical Customer Cost factor has been enhanced to include Customer
Importance Level and renamed to Customer Importance Level Cost factor. The
Advanced Scheduler cost calculation logic now includes the Task’s Customer Importance
Level (numeric) as well as its Critical Customer Flag (yes/no). Note, the values of these
two task attributes must be set manually or by automated logic provided by the
implantation team.
3.2.7. Release 12.2

3.2.7.1. Uptake of Navteq ODF Data format
In this release, Advanced Scheduler has been certified against the new ODF (Oracle Data
Format) Spatial Data provided by partner Navteq. Customers using Advanced
Scheduler’s spatial features will be able to get the new datasets when the data is made
available by Navteq, without waiting for any additional certification from Oracle. Navteq
provides ODF format based datasets for several geographical regions and countries,
which are otherwise not available in older data formats. Customers planning to use the
Scheduler features in new geographic regions can take advantage from the expanded
coverage and availability of spatial data.
3.2.8. Release 12.2.4

3.2.8.1. Scheduler Web Services
Important features and functions of Advances Scheduler engine are now made available
as standards based Web Services. These web services enable Advanced Scheduler to
integrate with external business applications. REST based Scheduler Web Services are
built using Integrated SOA Gateway (ISG) technology components and facilitating
communication with external consuming application modules using XML. Scheduler
Web Services allow other applications that run either on same or different technology
stack as Advanced Scheduler to leverage Scheduler’s powerful features to drive complex
field service business flows. An external application built on either ADF or any other
heterogeneous technology components and that can understand EBS session and data
model can leverage Advanced Scheduler engine using the Web Services.
To cater to the varying needs of customer base and a wide array of possibilities in
utilizing of functionality of Oracle Advanced Scheduler, the most important Scheduling
operations like searching for Technicians availability, scheduling a task, batch
scheduling, canceling a scheduled Task, unscheduling, and rescheduling, etc, are made
available as Web Services. Scheduler Configuration (by defining Scheduler Rules)
essentially drives the logic of Web Services at run time and these Scheduler Rules are
made available to the Web Services as an XML document at run time. Scheduler Web
Services are implemented duly incorporating the standard security features. An Oracle E-
Business Suite Integration Repository Administrator can select the appropriate
authentication type for each web service-enabled interface.
3.2.9. Release 12.2.5
3.2.9.1. HTML Scheduler UI (based on ADF Technology)
The current Scheduler user interface is constrained by Forms technology. As such, a new
HTML Scheduler user interface is provided built on ADF technology. This new
Scheduler UI takes advantage of real estate provided by the bigger and better LCD/LED
monitors as well as other HTML capabilities. Dispatchers can see more information
about the Task and the resources being scheduled, with limited or no horizontal and
vertical scrolling. All the interactive scheduling features and functions available in the
forms based Scheduler UI are retained and improved to provide richer user experience.
A new HTML Dispatch Center dashboard built on ADF technology is also provided (see
section 3.10.10 for details).
3.2.10. Release 12.2.6
3.2.10.1. GPS Location Based Task Scheduling
Scheduler has been enhanced to use field technician GPS locations when scheduling tasks
that need to be started as soon as possible (emergency tasks). Please note: Tech GPS
Locations can be captured from third party service providers or from the EBS Mobile
Field Service Applications (Wireless and Multi-Platform). This GPS Location Data was
previously only used to display technician/truck locations on maps in the Dispatch
Center.
3.2.11. Release 12.2.7
3.2.11.1. New Scheduler Cost Factor - Resource Cost
Advanced Scheduler has been enhanced to use “Resource cost”, along with other existing
cost factors, to determine lowest cost plan option. “Resource Cost” can be setup in Field
Service Technician and Resource Setup UIs. A new factor “Resource Cost Weighting” is
also introduced in Scheduler Rules UI to prioritize “Resource cost” against other cost
factors. This feature will influence Scheduler to utilize low cost Resources more than the
high cost Resources from available work pool.
3.2.12. Release 12.2.8
3.2.12.1. Travel Time calculation using Traffic History Data
Advanced Scheduler has been enhanced to optionally use historic traffic data provided by
Oracle’s eLocation Route calculation service when estimating travel times. This greatly
improves scheduling accuracy in locations where travel times vary greatly by time of day
and day of week. A new scheduler parameter “Elocation Travel Time Prediction” has
been introduced in Scheduler Rules UI to enable this feature.
3.2.13. Release 12.2.9
3.2.13.1. Task Type Capacity Constraint
Advanced Scheduler has been enhanced to allow a maximum capacity for a task type
within a technician’s trip. For example, you can limit Preventive Maintenance Tasks to
only 40 percent of a trip leaving 60 percent for other task types like Break/Fix and
Installations.
3.2.13.2. Capture missed SLA Reason Code
When a user schedules a task to start after the task’s Planned End Date/Time, he/she is
now required to enter a reason code like “Parts not Available” or “Customer Requested”.
3.2.14. Release 12.2.10
3.2.14.1. HTML Dispatch Center Enhancements
Improved usability with new ADF UIs:
• Select Territories and Task Owners
• Generate Field Service Trips
• Scheduling Chart Setup
• Scheduling Chart Tooltip Setup
• Configure Search by Fields
Direct Access to Territory Setup U from the HTML Dispatch Center. Support for 15
minute Gantt Chart Time Line intervals.
3.3. Oracle Assignment Manager

3.3.1. Overview
In today’s 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.
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. Many customers 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
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Assignment Manager 10
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:
• 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
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Complex Maintenance, Repair & Overhaul (CMRO) 11
• 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

CMRO’s integration to Enigma’s 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
Enigma’s 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 read-
only mode.
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 (from-
to), 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 effectivities 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).
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
• 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. Release 12.2

3.4.4.1. FAA Compliance Reports (Forward Port)
This is a forward port of a number of reports, from a previous release to 12.2, that were
delivered as a one-off to a customer. There are 8 different reports that have been
developed:
• Aircraft Maintenance Status
• Assembly Bill of Materials
• Component Maintenance Status
• Component Removal Forecast
• Component Removal/Installation History
• Maintenance Requirement Information and Status
• Part Number Status
• Unit Serial Numbers
These reports are located in the Administrative module of CMRO under two new Tabs;
“Reports” and “Maintenance Requirement Status Reports”.
Each report will include a search page UI, where the user can select search criteria in
which to customize the output of the report results. Many of these reports also have
hyperlinked search results and icons that allow for drill down into detail UIs to view
additional information about the results row.
Reports can be Printed and Exported as well as viewed Online. There is also
functionality to Save the Search, which allows the user to customize and provide default
search Views (applicable only for the Aircraft Maintenance Status & component
Maintenance Status Reports).
3.4.4.1.1. Reports Tab

Within the Reports Tab there is a subtab hyperlink to a configuration UI, called
“Common Setup”, where each of the 8 reports can be individually configured by the
user:
• For several reports, the user is provided options for setting up parameters for the
3 dynamic counters (Counter1, Counter 2 and Counter 3). These dynamic
counters replace the hardcoded values HRS, CY and DYS and will become
visible as labels in the following reports:
• Assembly Bill of Materials (for Remaining counters)
• Component Removal Forecast (for Remaining and Since Repair Counters)
• Unit Serial Number (for Spec Limit Counters)
• For the other reports, the following configurations are provided in the Common
Setup UI:
o Component Removal Forecast - there is an additional parameter of

“Program Subtype” that is available. [In addition to the 3 dynamic
counters.] Users can add up to 10 subtypes as filtering criteria.
o Aircraft Maintenance Status and Component Maintenance Status reports
- Instance Counters can be selected.
o Maintenance Requirement Information and Status report - Accomplished
Counters can be selected.
o Component Removal/Installation History report - a Quality Collection
Plan can be selected.
o Part Number Status - users can add up to 10 subtypes as filtering criteria.
o Unit Serial Numbers - Specification Limit Counters can be selected.
Also within the Reports Tab are subtab hyperlinks to these 5 reports:
o Assembly Bill of Materials
o Component Removal Forecast
o Component Removal/Installation History
o Part Number Status
o Unit Serial Numbers
3.4.4.1.2. Maintenance Requirement Status Reports Tab
Within this Tab are sub tab hyperlinks to these 3 reports:

o Aircraft Maintenance Status
o Component Maintenance Status
o Maintenance Requirement Information and Status
3.4.4.2. Projects Integration Enhancements (New Functionality)

CMRO currently has a basic integration with Oracle Projects. In this release there will be
new functionality that will enhance this integration.
3.4.4.2.1. Define Cost Hierarchy for Project Tasks
New functionality will support the creation of subtasks in the project hierarchy after
transactions have been made against parent tasks. This will support the addition of
Non-Routine requirements that are discovered after transactions have already been
made. The solution will ensure that an extra Project task is created for every CMRO
task, in order to create separate transaction branch in the cost hierarchy. More
specifically, the enhancements will include:
• A single Project task will represent a “roll up” task for the corresponding CMRO
task, with a child Project task that will collect the cost transactions; called the
transaction task.
• If an additional task is created, which should roll up to the originating CMRO
task, a new task will be created under the applicable Project roll up task.
• These roll up tasks will only be created on the Projects side. CMRO will define
and track costs in a view that excludes these tasks.
• The visit task and corresponding work orders will maintain a direct association
with the transaction task.
• The user will have the ability to manually change this costing hierarchy. When
changes to the cost hierarchy are made on the CMRO side, the corresponding
changes will be made on the Projects side tasks, including both the associated
task where transactions are collected and the applicable roll up task.
• Utilizing the Open APIs in the Projects product to create a hierarchy of tasks.
These tasks will be used to propagate the CMRO Visit and Task dates to the
Projects schema and to pass distinguishing attributes to the Project Tasks that
will enable the distinction of Routine and Non Routine tasks.
3.4.4.2.2. Add Visits to Parent Projects
When creating a maintenance visit in CMRO, the user will have the ability to create a
new associated project, or to add the visit under an existing project.
When tracking costs for a visit under an existing project, the user will select the
project at the visit header instead of choosing a project template. The visit will be
created as top task in the selected project, with the complete costing hierarchy
defined below, which is similar to creating a new project.
In CMRO, the following UIs will be updated to include the Project LOV:
• Create Visit
• Update Visit
NOTE: Visits Pushed to Production after up taking this feature will have the changes
discussed here, with existing visits maintaining the old task structure
3.4.4.2.3. Synchronize Visit and Project Task Dates
Projects are created for a maintenance visit at the push to production, or for costing
purposes while in planning. At the time project tasks are created, the corresponding
work orders are also created; which updates each work order with the scheduled dates
corresponding to the visit tasks’ start and end dates.
Whenever work order schedule dates are adjusted, the corresponding Project task
dates will be updated as well.
3.4.4.2.4. Define Service Type
In order to identify routine and non-routine maintenance activity, the Project’s
Service type attribute will be defined in CMRO for visit tasks and work orders. This
value will be used when creating the corresponding Project roll up, transaction and
summary tasks.
In CMRO, Visit Tasks will have a Service Type and this will be defaulted from two
new profiles (one for Routine and one for Non-Routine). This attribute will also be
added to the search criteria and details page of several UIs:
• Search Visit Task
• Create Unplanned Visit Task
• Create Planned Task
• Create Unassociated Task
• Update Visit Task
• Update Cost Structure
• Disposition Details
3.4.4.3. Enigma 3C Integration (New Functionality)

The integration between CMRO and Enigma’s 3C is to provide an out-of-the-box
solution for MRO Service Providers to enable the maintenance technicians with a set of
tools that connects CMRO’s extensive back office functionality for configuration
management, engineering and maintenance planning with Enigma’s flexible and easy to
use documentation centric maintenance execution system in a wireless or disconnected
environment.
This combination of the two products supports the maintenance technicians in efficiently
executing all their maintenance tasks, achieving highest level of quality by providing the
right information in the right place at the right time in a most user-friendly form.
3.4.4.3.1. CMRO Module Functionality
Planning
• Routes and Operations Creation: Enigma will produce a revision file based on
the Aircraft Maintenance Manual (AMM), Engine Manual (EM) and Service
Bulletin (SB) using the Enigma processing and publishing environment. The file
will be automatically loaded into CMRO Routes and Operations.
• Master Configuration Creation: Enigma will produce a revision file based on the
Illustrated Parts Catalog (IPC) using the Enigma processing and publishing
environment. The file will be automatically loaded into CMRO Master
Configuration.
• Maintenance Requirement Creation: Enigma will produce a revision file based
on the Maintenance Planning Document (MPD) using the Enigma processing
and publishing environment. The file will be automatically loaded into CMRO
Maintenance Requirement; utilizing a direct link from the CMRO to the most
up-to-date content with in the Enigma repository. This link is intended to be
used by maintenance planners.
• Job Card and Work Package generation: CMRO will enable their users to print
jobs card from various locations in CMRO (including Route Management). The
job card printing process use Enigma’s Job Card Generator (JCG). A job card
will contain both the CMRO work order attributes as well as the content from
the manual that is published in Enigma.
Execution
• Content Links: Users will utilize a direct link from CMRO to the most up-to-
date content with in the Enigma repository. The link will be used by technicians
during the execution process, as it will allow them to view the relevant
documents relate to the work order they currently executing. For example, they
will be able to view the IPC in a CMRO unit Configuration and identify required
parts.
• Material requirement: In order to simplify the creation of a material requirement
on the shop floor, a CMRO technician will be able to create a material
requirement directly from the Illustrated Parts Catalog within Enigma InService
MRO. The required material will be created as a material requirement in the
originated work order, from which the IPC has been invoked.
• Joe Cards: Users will be able to preview and print Job Cards directly from the
CMRO Technician Work Bench using the InService MRO Job Card Generator
(JCG).
• Mobile Features: A Maintenance Technician can access the CMRO Work
Orders and the AMM tasks on a wireless device and execute the major tasks
through the handheld device
3.4.4.3.2. Creating Master Configurations from an IPC

The integration also provides the ability to create Master Configurations in the
CMRO DB from the IPC XMLs files provided by from Enigma.
The process uses the Oracle BPEL process manager for hosting a new web service,
which will call several new PL/SQL APIs to perform the job of Master
Configuration creation.
There will be three different types of XMLs for this; one each for item compositions,
item groups, and MC position hierarchy. These files will be used to update the
corresponding tables and views within CMRO.
Users will be able to distinguish data that was sourced from Enigma, verses
manually setup in CMRO, through the user of search criteria and results attributes in
the following UIs:
• “Sourced From Enigma” Yes/No dropdown is added to the search criteria in

these UIs:
o Search Master Configuration UI
o Search Alternate Items UI
o Search Item Composition UI
• “Sourced From Enigma” Yes/No attribute is displayed as read-only in these
UIs”
o Master Configuration Details UI
o Item Groups Details UI
o Item Composition Details UI
3.4.4.4. Supplier Warranty (New Functionality)

The CMRO Supplier Warranty functionality in this release will allow for customers to
define, assign, identify, record and claim warranty for potential reimbursement from
external suppliers. The new functionality has been integrated as optional attributes
through many existing task/work order based UIs and will be supported as well through
the introduction of new administrative UIs, standard reports, and workflows. The
business functions supported are:
Warranty Set-Up:
• Define Warranty Capability for a supplier (service vendor)
• Create reusable Warranty Templates
• Define Supplier Warranty for a single Asset or a group of Assets.
• Associate Supplier Warranty at a Route and Maintenance Requirement level.
Warranty Administration:
• Flag a visit task, work order, non-routine and OSP order for warranty.
• Inquire about warranty entitlements on visit tasks, work orders, non-routine
definition and OSP order lines.
• Manage Warranty Contracts through for an Asset in a workbench.
• Create alerts for assets with warranty expiration.
• Perform warranty work internally.
• Create and manage Warranty Claims.
• View claim information and purchase orders related to an asset under warranty.
3.4.4.4.1. Defining Warranty

Users can identify vendors who provide warranty coverage as well as the associated
service items. These vendors will be used to define warranty at both the vendor and
item level in the form of a warranty template. These templates can be associated in
the Engineering module to routes and maintenance requirements and/or will be used
in assigning warranty at the item instance level.
The following UIs will gain warranty functionality:

• Warranty Vendor definition – a warranty capable checkbox is added
• Warranty Service Item definition – the vendor warranty checkbox is
viewable
• Search Route – warranty template added a search attribute.
• Route Header Update – a warranty template can be added to a route through
an LOV.
• Search Maintenance Requirements – warranty template added a search
attribute.
• Maintenance Requirement Header Update – a warranty template can be
added to a requirement through an LOV. This template will override any
templates that are contained in associated routes.
The following UIs are new to this release:

• Search Warranty Template – allows the search, view, copy and edit of
warranty templates. Users can also view all warranty contracts that have
been created from a template.
• Create, Edit and View Warranty Template – allows the user the ability to
create, edit and view warranty templates for a vendor. These templates will
allow for the definition of applicable terms/conditions and will be supported
through attachment functionality. The template will control if an item from
install base is eligible (enabled) to have new contracts assigned at the
instance level and will also provide the parameters for the expiration date
calculation method. This method can be defined as date-based, period-based,
usage-based (install base counters) or a combination. There is also
functionality to handle future introductions of item instances in install base
and to support the auto-creation of warranty claims in Outside Processing
(OSP).
3.4.4.4.2. Assigning Warranty

Users will be able to assign (create) a warranty contract(s) for a unique item instance
from a warranty template. This functionality is targeted for an item instance which
has an item and serial number and maintains the same item instance in install base for
its serviceable life. An item instance can have one or more contracts active at any
time, from one or more templates, and it is further supported by the ability to
manually define a contract for an instance.
A warranty contract will have a defined lifespan, as governed by the warranty

template and/or the warranty contract expiration attributes. These include:
• Date Based – fixed start and end date, which can originate from the warranty
template and/or can be user defined.
• Period Based – fixed time period, which begins at a user defined start date.
The end date is therefore calculated at the time of creation.
• Usage Based – the time period will be in counter UOM based units. The
start value will be determined by the user and a threshold value (amount of
coverage) will be added from the warranty template. The end value will be
calculated at the time of creation. If the instance has an associated forecast,
then the counters will gain utilization and the warranty contract will be
updated with a new calculated expiration date. This is controlled by a user
run expiration procedure.
• Combination – the Period and Usage based expirations can be used together.
This will allow for multiple expiration dates to be established and updated
routinely for a warranty contract. The first expiration date will be displayed
to the user in most UIs.
• Search Warranty Contract – allows the user to search, view and edit existing
warranty contracts. The historical claims for the contract can be viewed as
well.
• Search Warranty Item – allows the user to search for an item instance, view
existing contracts, applicable warranty templates, and to assign (define) new
warranty contracts based on these templates. The user can also access the
warranty workbench for the instance as well.
• Warranty Workbench – this workbench allows the user to manage an item
instances complete warranty lifecycle. The user can view current and past
contracts, define warranty, view instance counters, view warranty provides
and view historical claims. The user can also manually define warranty
contracts from here as well. This workbench is also accessed by the OSP
receiving process to manage inbound instances that are returning from
vendor repair.
3.4.4.4.3. Identifying Warranty

Users will be able to identify warranty for an activity in the planning module of
CMRO. Here the user will utilize new standard reports for an Asset to evaluate the
warranty applicability of maintenance tasks. The user will then identify the
applicable warranty contract, at the item instance level, and at the task level, prior to
pushing the task to production. They will also be able to flag tasks as not being
warranty applicable, based on the activity being defined, despite the item instance
being flagged as having activity warranty coverage.
• Search Visit Task – several new attributes are added to the task results
section of this UI. This includes identification of the task being warranty
enabled (via the originating route or maintenance requirement) and an item
instance having active contracts. There is some automation which
automatically will select and set the status of a warranty contract, if these
attributes have a common warranty template. Else, the user will navigate to
the Update Task Header UI to update warranty contract and status.
• Update Task Header – the user can select an active contract and update the
task’s warranty status. The item instance must have active contracts in order
to select from the LOV.
3.4.4.4.4. Recording Warranty

Front line planners and technicians will interact with warranty in the execution
modules of CMRO at the work order level. Tasks will carry the warranty attributes
forward to the work order during their push to production. Front line planners will
have the ability to further update / refine the warranty definitions during execution.
Front line technicians will be able to request further warranty review (through a
workflow) as well as select and update a warranty contract for an eligible work order.
The technician changes will be supported through an approval process that includes
workflow notification. Warranty administrators will use entitlement UIs to manage
requests for review and approve / reject changes.
A warranty entitlement record is created for each combination of work order and
selected / approved warranty contract. These entitlements will be managed by
administrators in order to produce warranty claims.
• Work Order Operations – warranty information is displayed and can be
updated by front line planners.
• Work Order Overview (Update Work Order) – front line technician UI in
which warranty information can be viewed. If the warranty contract is
changed, the status will go to review and a workflow initiated. The
technician can also request a general warranty review as well.
• Non-Routine Work Order Header Update – same functionality as a regular
work order. The non-routine work order will inherit the warranty attributes
from its source work order. However, if additional maintenance requirements
are added, they must be manually updated.
• Outside Processing Orders – same functionality as a regular work order. If
the warranty contract included the flag for OSP auto-creation, then a
warranty claim would be produced during PO Creation.
• OSP Order Receiving – The user will be presented a link to the warranty
workbench in this UI.

• Search Warranty Entitlements – new UI which will allow the administrative user
the ability to approve / reject entitlement records, as well as audit entitlement
records prior to claim creation.
3.4.4.4.5. Claiming Warranty

Claims administrators will be able to create, track and update vendor warranty
claims. These claims can be based on visit and/or OSP based work order
entitlements to a vendor that is warranty enabled. The user will be able to add
turnover notes and hopefully update reimbursement attributes as well. There is a
standard claim report that is available as well.

• Search Warranty Claims – allows the user to view, edit and create warranty
claims. OSP auto generated claims will be flagged as well.
• Create Edit and View Warranty Claims – allows the user the ability to create, edit
and view warranty claims. Users will be able to add, edit and remove warranty
entitlements for a claim. Users will also be able to identify and enter warranty
costs per entitlement, which will be summed into a total claim amount.
• Search Orders for Warranty Claim (Select Mode) – allows the users the ability
search and select (add) warranty entitlements to a claim.
3.4.4.4.6. Reports
Users will be able to leverage several new reports that are intended to enhance their
existing business processes by providing warranty focused information:
• Visit Instance Task Warranty Contract Report –will be used to view and print
warranty entitlement of various tasks in the visit.
• Visit Instance Warranty Contract Report - will be used to view and print
warranty entitlement of various instances associated to the visit.
• Warranty Claim Report – accessed in the Search Warranty Claims UI and is
prepared for a single claim, listing all the warranty entitlement information.
3.4.4.4.7. Notifications
Customers that utilize notifications can take advantage of several new notifications
that involve warranty:
• Warranty Expiration Notification – will provide users a single notification of all

warranty contracts that are expiring in a user defined number of days in the
future.
• Warranty Approval Notification – will be sent to an approver when a front line
technician has made a change to a warranty contract, selected a warranty contract
(from null) or requests a general review.
• Warranty Definition Notification – will be sent to a supervisory level user when a
warranty contract has been defined for a work order.
3.4.4.4.8. Warranty Procedures

There are 2 new concurrent request procedures that will enhance the existing
functionality in CMRO in support of supplier warranty:
• Supplier Warranty Auto Assign – this procedure will identify new item instances,
since its last run, that have been created in install base. It will then compare this
list to all enabled warranty templates and will generate warranty contracts in a
pending status, for administrative review and completion.
• Supplier Warranty Expiration Date Calculation - this procedure will update the
expiration date of all active warranty contracts, taking into consideration counter-
based usage and associated forecasts. This procedure will also generate the data
for the warranty expiration notification.
3.4.4.5. Fleet Forecasting (New Functionality)
• Fleets are groupings of unit configurations over time, while operating in a

common Organization and under similar conditions.
• Fleets can be used to supersede Primary Classification definitions for utilization
forecasts.
• Fleets enable users to define an Operating Organization, Operations Type, and
Forecasted Utilization during different time periods.
• Users can associate Unit Configurations for defined periods and can even define
reconfiguration maintenance requirements to facilitate the transition between
Fleets.
• Users will be able to create Simulations plans by adding Units for
defined periods and generate simulated unit maintenance plans. These simulated
plans can be evaluated both in cMRO and in ASCP for supply chain plan impact
analysis. Simulation plans can later be implemented to become primary
operating fleet plan.
• Users can also launch the Build Unit Effectivities program for an individual Unit
in the new UIs.
3.4.4.6. Service Bulletin Effectivity (New Functionality)
• Service Bulletins can define the allowable parts and/or required maintenance on
aircraft, engines, or other Unit Configurations.
• Service Bulletins are modeled as a new type of Maintenance Requirement. They
are usually forecasted in the Unit Maintenance Plan.
• Once a Service Bulletin has been accomplished, the allowable parts definitions
are used to control future configuration changes. This is quite helpful for
modifications which require an update to the allowable parts list at a
configuration position level.
• To support this functionality, following enhancements have been made:
o Material Requirements for Routes can be defined based on configuration
Positions.
o Service Bulletins (SBs) are modeled as a new type of Maintenance
Requirements (MR).
o Users can define rules listing items applicable to Master Configuration
positions after a specific Service Bulletin has been planned or
accomplished for a Configuration.
o Users can setup relationships between MRs as accomplishment triggers
(terminated-by, initiated-by).
o System evaluates accomplished Service Bulletins and plans for the right
item based on the rules defined.
o System evaluates validity of items installed on a configuration based on
accomplished SBs and defined item rules.
3.4.4.7. Route Management (Enhanced)
• Following enhancements have been made to Route Management:

o Material Requirements for Routes and Operations can be defined based
on Master Configuration Positions.
o A Route can be marked as potentially being a ‘Duplicate'; because it
could be used across multiple maintenance requirements. This will help
the user during Visit Planning, as the user can choose to remove the
duplicate Routes from the Visit.
o A Route can be flagged as 'Return to Supply' by the user during Visit
Planning. This will identify the subsequent work order as being a source
of supply. This visibility is used by ASCP for material planning.
o User can associate a warranty template to a Route during Visit Planning.
This will identify the subsequent work order as being warranty eligible.
o User may define an Operation Network within the Operations associated
to a Route.
3.4.4.8. Fleet Maintenance Program and Unit Maintenance Plan (Enhanced)
• The following enhancements have been made to Fleet Maintenance:

o A new Program Type 'Service Bulletin' has been seeded. Service Bulletin
Rules can be defined for Maintenance Requirements having Program
Type as ‘Service Bulletin’.
o A new Implement Status 'Soft Limit' has been seeded. From Unit
Maintenance Plan perspective, Soft Limit Maintenance Requirements
behave like 'Optional Implement' Maintenance Requirements.
 A Soft Limit requirement allows for predictive modeling of parts
replacement (including Supply Chain forecasting), based on an
estimated service life. This means that they don’t have a known
or enforced hard life replacement interval; only an estimated life.
o Added a new seeded value 'Assembly Removal' to 'On Wing' drop down.
A Build Goal Maintenance Requirement is indicated by setting up 'On
Wing' as 'Assembly Removal'.
 Build goals are used to model the service life of a final
assembled configuration based on the lives of its installed
component’s.
o User can associate a warranty template to the Maintenance Requirement.
This will identify the subsequent tasks and work orders as being
warranty eligible. This is used primarily for service bulletins and
modifications which are known to be covered by Warranty from an OEM
or supplier.
o Prompt "Visit Category" has been renamed to "Service Category".
Service Category defines a hierarchical level of maintenance facility
capabilities.
o User can associate Visit Types for 'Mandatory' and 'Optional Implement'
Maintenance Requirements and indicate one Visit Type as being
Primary. Primary Visit Types are used for the Autovisit functionality.
o User can associate Maintenance Organizations to a Maintenance
Requirement. These are used as part of the Autovisit functionality.
o Maintenance Requirement effectivity can be setup at a Fleet level. Thus
effectivity can be applicable across Master Configurations.
o User can define Maintenance Requirements to be in either a 'Loop' or a
'Chain' relationship. This supports the ability to have linked maintenance
requirements that either terminate or repeat a sequence of maintenance
requirements. These are visible in the Unit Maintenance Forecast.
• The following enhancements have been made to Unit Maintenance Plan:
o Due date calculation based on Fleet Effectivity.
o Due date calculation based on Loop and Chain relationships.
o Initialize a non-routine based on counter values (UOM).
3.4.4.9. Maintenance Requirement Non-Routine Profiles (New Functionality)
• MR profiles represent the expected Non-Routine requirements during

the execution of the routine MR. These requirements are defined at both the
material and resource levels.
• The resource and material requirements estimates collected back from Demantra
(Planning Factors) are available to the user to add to MR profiles in context of
utilization fleets. The user can choose to use these estimates or edit/define them
manually.
• These requirements are used in conjunction with the routine Unit
Maintenance Plan forecast for the MR to create a complete demand forecast.
ASCP takes these into consideration for material and resource planning, thus
taking into consideration known and unknown (but estimated) material and
resource requirements.
3.4.4.10. Visit Work Package (VWP) (Enhanced)
• All the UIs in the VWP component have been redesigned and streamlined for
better usability.
• New UI tab Material Requirements gives the visit level view of material
requirements
• New UI tab Repair Workscope lists the instances being repaired and the
hierarchical view of the visit unit.
• Visits will extensively use Visit Type and Stage Type setup. Visit Types will
have to be setup from the Administration - Visit Types menu. Stages are defined
for each Visit Type. Stages will represent visit milestones and pre-planned
buckets of work.
• It will be mandatory for all visits to have a Visit Type. All visits (except
Component Visits) will also need the Unit to be set.
• Visits will be created in the new 'Draft' status. A visit will have to be 'Planned' to
move it to the 'Planning' status. This will improve performance for large visits
with thousands of tasks.
• Visits in 'Planning' status will have work orders created in a 'Draft' status.
• It is possible to create visit stages manually and also to sequence stages. Stages
may be setup or created to run sequentially or in parallel.
• Work Breakdown Structure Rules can be defined to sequence tasks based on
Route Attributes. This will allow for work orders to be sequenced within a stage
of a visit.
• Tasks can be pushed into production by stages. This allows for planners to
continue to define workscope for a stage before releasing to the shop floor.
• Support for Past Dated Visits. This will allow the start and even end dates of
previously created visits to be recorded after they are physically completed.
• Build Goals can be defined for a Visit. This will support the capability of
building a configuration against a know service life, based on the service lives of
its installed components.
• It will be possible to use an existing project for a new visit. The newly created
visits can be appended to an existing project, creating a new branch on the
projects Financial Breakdown Structure.
• Projects Integration enhancements:
o Project Tasks (created for Visit tasks) will now have the same
hierarchical structure as the CMRO visit tasks. Roll up tasks will be
created in Projects to allow addition of Non Routine tasks under
originating Routine Tasks. Note that this will apply only to Projects
created after this patch is applied.
o It will now be possible to use Project Templates that have Shared Work
plan Structure enabled with CMRO visits. The resulting project created
during Push to Production will have a Shared Work plan Structure that
can be used to track work progress.
o Users can select a value for a new attribute called "Service Type" for
visit tasks. This value will be passed to the corresponding project task at
the time of push to production. It can be used to distinguish Routine and
Non Routine Work and to run cost reports on the Projects side.
3.4.4.11. Auto Visit Forecasting (New Functionality)
• Primary Visits:
o New setup of attributes in Maintenance Requirements to allow the
automatic creation of heavy maintenance visits.
o Program to create, update, delete or cancel primary visits based on
forecasted maintenance and setup parameters.
o Allows users to create a short and long term visit schedule based off the
Unit Maintenance Plan.
• Operational Visits:
o New UI allows users to setup attributes in to evaluate a Unit’s Flight
Schedule and create transit type visits.
o Leverages the setup of Visit Type attributes in Maintenance
Requirements for inclusion in operational visits.
o Flight category, Arrival & Departure spaces can be defined for a Flight
Schedule records, providing additional attributes to be used in the Auto
Visit process.
o Program to create operational visits based on flight schedule and location
attributes.
3.4.4.12. Planning Workbench (New Functionality)
• The aircraft planning workbench enables the planner search for

forecasted maintenance & schedule at capable facilities. This workbench is an
extension of the existing Unit Maintenance Plan UI.
• The workbench provides Unit, Fleet and Organization centric views, while
identifying applicable maintenance requirements from the forecast and assessing
resource capacity.
• The concept is that a user can identify an unscheduled task in the Unit
Maintenance Plan and then find or create a visit in which to accomplish it.
• The planner can create visits, add maintenance requirements to a Visit, view
maintenance opportunities, schedule Visits at facility, view material
requirements, validate Visit and push Visit to production.
3.4.4.13. Component Maintenance Workbench (New Functionality)
• The workbench provides a Supply & Demand view along with resource capacity,
Repair Items and Repair Batch centric views.
• The component maintenance workbench enables planner to manage
unserviceable inventory (non-configuration components), to define workscope
and release work orders for scheduling and execution.
• These activities can be completed in the context of a reaction to a pull demand
stream from ASCP, a push supply stream from the Component Shop or a mix of
both.
• User can manage repairs for an Item Instance or a group of instances by grouping
them together under a Repair Batch (like a mini Visit). Once a repair batch is
created, users can add/remove repair workscope to/from a repair batch, calculate
repair cost, define task dependencies, identify return to supply items, review
warranty information, create non-routines, release work orders, return repaired
material to subinventory etc.
• For the Technician role, a new responsibility 'Complex MRO Component
Technician' has been seeded. This workbench is very similar to 'Complex MRO
Technician' except Component Technician Workbench allows user to
search/view work orders in the context of a Repair Batch.
• Part Changes functionality is not allowed in work orders associated to a repair
batch as only non-configuration components are supported.
3.4.4.14. Assembly Maintenance (New Functionality)
• The Assembly Maintenance work bench helps a planner to manage unserviceable

inventory, units in configuration, and to define work scope and release work
orders for scheduling and execution.
• These activities can be completed in the context of a reaction to a pull demand
stream from ASCP or a push supply stream driven by engine analysis monitoring
or a mix of both.
• From the workbench, user can search & define assembly workscope definitions,
create removal non-routines & perform various actions on the Visit Work
Package.
• In coordination with this new workbench, the following supporting functionality
has been added to other modules in Complex MRO:
o (Fleet Maintenance) Indicate Maintenance Requirement as 'Assembly
Removal’. This maps to 'On Wing' attribute on Maintenance
Requirement details UI.
o (Fleet Maintenance) Indicate Soft Limit Maintenance Requirement. This
maps to attribute 'Implement Status' on the Maintenance Requirement
details UI.
o (Visit Work Package) Define Build Goals on the Visit
o (Visit Work Package) Configuration & Positions view for
instances/Units in the Visit with build goal % completion, warranty &
other details. User can update the Instance Routing from this UI. Instance
Routing changes are recorded as turnover notes on the work order.
3.4.4.15. Marshalling Workbench (Enhanced)
• The updated Materials Management Workbench will support engine repair,

component repair and engine shop material marshalling and AOG flows
including the removal of parts deemed necessary for cannibalization.
• The user will be able to see all inventory stocks, item repair schedules, and
cannibalization configurations against a material demand, monitor demand
against supply reservations and identify material exceptions.
• From the work bench, user can create/modify reservations, create move orders,
internal orders, perform inter organizations transfers, issue material to a work
order, schedule materials, check availability etc.
3.4.4.16. Execution Enhancements (Enhanced)
• Integration to Oracle Quality

o User will navigate to Oracle Quality UIs to enter/view/modify Quality
plans
• Two new UIs have been added to support bulk part removals and installs for Unit
Configurations in the context of a Work Order
o Navigation: From Update Work Orders UI, select 'Perform Bulk Part
Removal' or 'Perform Bulk Part Install'
• When a tracked serialized part is removed or returned to Inventory, the instance
Condition is updated directly in Installed Base.
• User can define a Quality Inspection Type to be used on a Non-Routine.
• User can enter Notes on a Non Routine.
• User can define work order priority on a work order and choose to cascade the
priority to all the work orders associated to the Maintenance Requirement.
• User can update AOG flag on a material requirement or flag it at the work order
level. This will be used for visibility and to allow the cannibalization flow from
another unit configuration.
• Work order status changes are recorded as turnover notes.
• Added navigations to 'WorkOrder Materials', 'Item/Serial Number Change' and
'Update Unit Configuration' UIs from Technician Workbench.
• Technician can view warranty information & place a request for warranty review
if needed.
• Check Unit Configuration completeness is enabled when closing of a Visit and
from Update Work Order pages.
3.4.5. Release 12.2.5

3.4.5.1. Counter Correction Functionality (New Functionality)
Enables users to enter new Install Base (I/B) counter readings for cMRO managed unit
configurations, while also being able to view and make corrections to historical counter
readings for a unit configuration and applicable sub-configurations (installed
components).
3.4.5.1.1. New Readings

Users will be able to enter 'incremental' counter readings by Unit of Measure (UOM)
for a unit configuration. This includes Change and Absolute type counters. These
new readings include both the most recently reading in history as well as readings in
the past between existing counter readings. User will also be able to enter a counter
reading comment if needed.
The readings will be automatically cascaded to all the components which were
installed in the configuration as of the reading date/time. This includes both
currently installed and previously removed components.
3.4.5.1.2. Historical Reading Corrections

Users will be able to search and select a historical counter reading for correction and
then submit a new reading value by UOM. Only Change type counters are supported.
The historical readings for that date/time will be disabled and recreated for the new
reading value. User will also be able to enter a counter correction reading comment if
needed for reference.
The sub-configuration components, as-installed on the correction date/time, will be

identified and all items will have their applicable counters adjusted. This includes
both currently installed and previously removed components. An exception UI is
presented if the historical corrections include parts installed after or removed before
the exception date. Users will leverage this exception UI to verify maintenance
history changes due to counter corrections.
The user will have an option to launch Build Unit Effectivities program for a unit
configuration to update the Unit Maintenance Plan, based on the recently updated
counter values.
3.4.5.2. Counter corrections for Part Removal and Installation (Enhanced)

Enables the user to enter part removal and installation dates in the past, while also
providing functionality to correctly adjust counter readings and maintenance
accomplishment history.
NOTE: It is crucial that customers continue to perform remove and install transactions
following a sequential process to ensure correct part change history.
All counter readings will be disabled for removed component from removal date/time
until sysdate/time and will create new counters readings from the install date until
sysdate/time for the installed component. The new counter readings will be based off the
top node unit configuration for which the part has been installed to.
Users will be notified during the removal transaction if a component has maintenance
accomplishments during the period from the removal date/time until sysdate/time. The
user will then be required to review the parts change and accomplishment history to
determine if any transactions were incorrectly recorded against the wrong component
serial number, due to not performing the remove transaction before the next counter
readings and/or accomplishment was transacted. There are new buttons in the part
removal and installation UIs to navigate to the parts change history and maintenance
accomplishment UIs.
3.4.5.3. Maintenance History Corrections (Enhanced)
Enables users to make certain historical adjustments to maintenance requirement and
non-routine historical accomplishment records.
User will be able to cancel certain accomplishments or transfer them to another instance
number. Users must manually validate the effectivity of a maintenance requirement
before committing a transfer to another instance, as there are no validations on this
transaction.
Only requirements whose Visit is closed may be adjusted. Instance correction is not
allowed on non-routine based accomplishments. The correction info can be viewed from
the Unit Maintenance Plan UIs.
3.4.5.4. Build Unit Effectivities (BUE) (Enhanced)

The Build Unit Effectivities program has been enhanced to source counter readings
directly from Install Base for Unit Maintenance Plan accomplishment and forecast next
due requirements. This will provide real-time adjustments to the maintenance forecast
and replaces the previous functionality of using the maintenance accomplishment counter
snapshots.
Maintenance accomplishment counter snapshots will be adjusted through a new

synchronization program to preserve maintenance history. Users should take care in
archiving or purging historical counter records to identify and preserve any counter
readings being used to forecast in the unit maintenance plan or identify a deferral of a
requirement.
3.4.5.5. Forward Port of Customer Bugs
The release will include the forward porting of Customer Bugs from previous releases.
The list of bugs will be included in the release documentation.
3.4.6. Release 12.2.6
3.4.6.1. Component Workbench (Enhanced)
The Component Repair Workbench has been enhanced to provide a single user
experience for inducting and managing the repair of unit configurations (I/B
configurations) as well as individual component items, which can be serialized or non-
serialized, but must be I/B tracked.
The workbench has been enhanced to support the creation and selection of multiple repair
visits, each assigned to a particular organization, department and even a designated
customer. Users can now select a component item or simple unit configuration for repair
and prior to creating the repair batch they can select the applicable component visit from
a newly added list of values. This enhancement introduces the ability to create a repair
batch for a simple unit configuration and will also enhance the previous validation in the
Visit Work Package (VWP) which only permitted a single active repair visit per
organization.
For the repair of complex unit configurations, the user will now have the ability to select
an item and create a unit-based visit directly from the workbench, thereby entering into a
VWP user flow outside of the Component Workbench.
The repair batch flow will now support the repair of simple unit configurations by
focusing the repair on the contextual top-node item. Users can create repair batches, add
work scope and release Work Orders for execution. In execution, users will now have
the ability to issue the unit’s top node item to a Work Order, which will permit item/serial
number changes as well as allowing basic child part changes. It is expected that these
parts changes will support only basic removal and installation transactions and not the
coordinated and tracked repair of the child components.
There are also several user experience enhancements in the Component Repair user
interfaces which will improve searches, result row actions, work scope definition and
return to supply.
3.4.6.2. Project Costing and Project Contracts (Enhanced)

The Visit Work Package (VWP) has been enhanced to provide the user with updated visit
costing, pricing, budgeting and project contract capabilities.
During visit creation and editing, the user will have the ability to declare if the visit will
utilize a pricing method. This method can be based off a price list for a particular
customer or the user can manually set a “cost-plus” percentage markup for the resources
and materials. Customer details can be defined through a corresponding Service Request
or can be manually selected based off the I/B owner of the asset.
The Visit Cost and Price UI has been enhanced to include the ability to view Cost, Price
and Profit figures using an intuitive table-based layout. Users can easily calculate and
update these figures during the planning and execution phases of the visit. The layout
also now includes the ability to leverage these figures to create and manage budgets using
the Project Costing module. Users can create, update, synchronize and view budgets
directly from cMRO. This UI will also include a new region for displaying Project
Contracts, which have a corresponding reference to a task in the visit’s financial project.
The same cost, price, profit information will be shown at the task and maintenance
requirement UIs as well as in the visit cost structure UI. These UIs have been enhanced
to show a breakdown of resource and materials into cost and price estimates, actuals and
variance figures. These figures are further defined as being based on routine and non-
routine tasks. For the task and maintenance requirements, their required items and
resources are individually listed in separate regions detailing the corresponding cost and
price figures.
There are also several user experience enhancements in the visit details section, providing
an updated layout of key data attributes.
3.4.7. Release 12.2.7

3.4.7.1. Visit Work Scope Automation (Enhanced)
During the Visit creation process, the Auto Association function has been enhanced to
include a validation of the currently installed child/dependent items. For each found
item, any unplanned Maintenance Requirements, which have a Visit Type matching the
contextual Visit, will be automatically added to the Visit work scope during creation.
Previously, only the top node Unit Configuration’s item would be validated for the Auto
Association of unplanned Maintenance Requirements.
There is a new System profile which can be set to On/Off in order to control this
enhanced functionality.
3.4.7.2. One-Time Maintenance Requirement (Enhanced)
The Engineering definitions of a Maintenance Requirement have been further enhanced
to provide additional functionality for Mandatory, but not Repetitive requirements. New
tolerance options of Start Date, Start Value and Interval have been added. These are
complemented with occurrence rules of “At Start + Interval” and “At Start or Current +
Interval”, allowing multiple modeling options for the calculation of due dates in the Unit
Maintenance Plan forecast.
3.4.7.3. Visit and Maintenance Requirement Signoff (Enhanced)

The Signoff UI has been enhanced to allow for the “Overwrite Workorder Completion
Dates” to be defaulted to Yes / No upon entering the UI. The checkbox can then be
manually updated by the user.
There is a new System profile which can be set to On/Off in order to control this
enhanced functionality.
3.4.7.4. AutoVisit Validations (Enhanced)

The “Add Maintenance Requirements” option, of the Create Primary Visit functionality,
has been enhanced to provide more accurate validations and expanded capabilities. If an
operator utilizes earlier and later than due dates, the system will now consider all days
between the earlier, due and later due dates when validating if a maintenance requirement
is eligible to be added from the forecast to a newly created Primary Visit.
3.4.7.5. Bulk Part Removal Summary (Enhanced)

The Bulk Part Removal UI has been enhanced to now include a default Summary Text
when creating Non-Routines. The default Text will included seeded values for the
contextual Item, Serial Number, Position and Work Order. These values can be removed,
enhanced or replaced by manually entered text.
3.4.7.6. Search Unit Maintenance Plan (Enhanced)

The Search UMP UI will include several usability enhancements for identifying
Parent/Child relationships and Maintenance Requirement Triggers.
Results rows which are involved in a Parent/Child relationships will now be identified by
an icon in the newly named Group Relation column. Previously, this column was entitled
“Originating Title”, and only populated for Child rows. Now, all the rows involved in the
relationship will display the icon. When clicked, the icon will navigate the user to the
Group Maintenance Requirement UI. Here, the existing UI has been enhanced to provide
additional information about the Parent and Originating Maintenance Requirement. The
user can now navigate the results table, while focusing on other levels above and below
in the relationship tree.
The results which are involved in a Maintenance Requirement Trigger relationship will
be identified by an icon in the new Trigger Details column. When clicked, the icon will
navigate the user to the Accomplishment Trigger details UI, allowing the user to quickly
understand its relationship. The results rows will display the icon for all rows which are
in a Loop, Chain or Trigger relationship.
3.4.7.7. Non-Routine Man Hours (new)
The Update Non-Routine UI will now display the estimated Man Hours. The value is
calculated for each of the solution Maintenance Requirements which have been
associated. Before and during Visit planning, the Man Hours figure will consider
Maintenance Requirement Non-Routine Estimated Resource values. After push to
production, the figure will only consider Engineering Resource values. In Execution, any
manually defined Resources will be considered in the calculation as well.
The man hours figure will render a pop-up when hovered over with the mouse. The
popup will provide a breakdown by resource type of the man hours required.
3.4.7.8. Non-Routine Instance (Enhanced)

The Non-Routine’s contextual Item Instance can now be updated, while the Non-Routine
is Open and unscheduled in a Visit. The user can choose to change the Item and Serial
number, thus updating the contextual instance. This will support both data correction and
changes based off subsequent inspection / troubleshooting findings.
3.4.7.9. Visit Cost, Price and Budget (Enhanced)

The Cost, Price and Budget UIs will include a new “Source” value for the Resource and
Material estimates. Previously, the values only considered planning values. Now the
values may include those manually defined on the Shop Floor.
3.4.8. Release 12.2.8

3.4.8.1. New Visit Close Warning
A new profile will enable check on related POs to Visit Tasks and throw a warning at
Visit Close attempt. If this new profile is set to YES, then when a user begins the Visit
Close action, a warning will be shown if any PO with unfulfilled quantity is related to
any Visit Task.
When upgrading to 12.2.8, this new profile will default to pre 12.2.8 behavior until
changed by the user.
3.4.8.2. Unit Configuration Update Control
Two new profiles added to allow control of UC updates when the same Unit is in an
active Production Visit. One profile is for general UC updates. The other profile controls
the Unit Migration feature. If either are set to YES, then the respective feature (update or
migration) functionality remains allowed. This is the standard behavior before 12.2.8.
When set to NO, then the respective update or migration is disallowed if the same Unit is
associated to an open Visit. Part changes associated to a WO, in Production, remain
unchanged.
3.4.8.3. New Part Changes Profile
A new profile will enable the skip of normally required sequential part change check and
related errors. This comes into play when counter correction logic finds two installations
or two removals in a row in a Unit’s history. Setting the profile will allow to skip this
check and allow updates to the Unit even when this condition is found in the past. Note
that this will require user to manually go check the integrity of the Unit’s part change
history.
3.4.9. Release 12.2.9
3.4.9.1. Technician Workbench Operation Completion Restriction
A new profile will restrict which operations and work orders can be completed while
logged-in. If a user is logged in at an operation level, they can only complete the same
operation. If a user is logged in at a work order level, they can only complete operations
within the same work order and then complete the same work order.
3.4.9.2. Technician Workbench Operation Completion by Resource Restriction
A new profile will restrict the log-in and completion of operations to only qualified
resources. If a user is not qualified, then they will not be presented the log-in icon
(existing behavior) and additionally they will not see an enabled operation completion
icon. Additionally, if they are not a qualified resource on any of the operations, then they
will not see a work order completion icon either.
3.4.9.3. Technician Workbench Bottom-Up Signoff Restriction
A new profile will control the sequence of operation, work order and maintenance
requirement completion and signoff. It is expected that all operations would be first
completed, then all the work orders would be enabled for completion. Once completed,
the maintenance requirement signoff icon would be enabled for completion.
3.4.9.4. Non-Routine Stage associations in a Visit (Enhanced)
A Non-Routine may contain one or more solution Maintenance Requirements. These
requirements may have Route – Stage definitions that have been pre-defined. When the
Non-Routine is planned into a resolution Visit, the system will now respect these Stage
definitions and associate each Route’s Task and Work Order to the appropriate Stage in
the Visit. This includes the ability to associate to Stages that are in the past, for reference
purposes and tracking. Additionally, if there are not any solution Maintenance
Requirements defined in the Non-Routine, then a user will be presented with an option to
select a stage within the Visit.
3.4.10. Release 12.2.10
3.4.10.1. Maintenance Requirement Threshold enhancement and Restart option
Enhancements to the Maintenance Requirement definition include the new capability to
define a Threshold that is comprised of separate Threshold Interval and Repeating
Interval definitions. Each of these definitions may use the same or different units of
measure, providing the ability to calculate each of these independently in the Unit
Maintenance Plan (UMP) forecast. The Threshold Interval will be due first, followed by
the Repeating Interval.
This new type of threshold definition will also support the restarting of a Maintenance
Requirement’s forecast, as triggered by the accomplishment of an unplanned
Maintenance Requirement. Typically the planned requirement will be restarted after an
overhaul activity has been completed using an unplanned requirement in a shop visit. It
is important to note that both of these new features will only apply to mandatory
Maintenance Requirements that are repetitive over time.
Maintenance Requirements that can be restarted will have some additional limitations:
• They can’t use a Program Type of Service Bulletin
• They can’t be in a Parent and Child relationship with other maintenance
requirements
• They can’t be in a Loop/Chain relationship with other maintenance requirements
• They can’t be defined as part of an Accomplishment Trigger that includes the
Initiating or Terminating of an maintenance requirement
• When the Application Code profile (AHL_APPLN_USAGE) is set "PM“(for
Preventative Maintenance) then the Restart option is not rendered in the
maintenance requirement. This should not apply to Aviation operators and only
EAM operators.
Note: The existing capabilities to define a threshold for repetitive Maintenance

Requirement, including using a one-time threshold for a non-repetitive Maintenance
Requirement, remain unchanged and available along these new enhancements.
3.4.10.2. Maintenance Requirement header enhancements

The Maintenance Requirement header includes a new attribute, Service Location, which
can be used to define the type of location in which the requirement is typically planned
and executed. Examples may be Line or Base maintenance. This value is for reference
only and there is not any functionality associated to the selection of this attribute.
Here are some additional details:

• The Attribute values are defined in the user lookup
AHL_FMP_SERVICE_LOCATION
• When creating a new maintenance requirement, the Service Location’s default
value is set as NULL and the attribute is an editable field during the creation and
revision of an maintenance requirement
• When the Application Code profile (AHL_APPLN_USAGE) is set "PM“(for
Preventative Maintenance) then the Service Location attribute is not rendered in
the maintenance requirement header.
3.4.10.3. Maintenance Requirement Route Effectivity enhancement

By default, all Routes that are defined in a Maintenance Requirement will be applicable
to each line of the Effectivity definition. Therefore, when the Maintenance Requirement
is planned to a Visit, each Route will be used to create a Task and Work Order in a Visit
for the applicable item(s).
There is now the capability to specify which Routes will apply to each of the Effectivity
definitions. Users can leverage an exception-based process to “exclude” certain Routes
from each Effectivity. These exclusions will be respected when creating Tasks and Work
Orders in a Visit. However, if no exclusions are listed for an Effectivity, then the default
process of adding all Routes to the Visit will still be utilized.
If Route Exclusions have been defined, then they can be viewed on the Effectivity page
for each row in a new column. This column will display each Route number that has
been excluded for the Effectivity line, providing users with the visibility that Route
Exclusions exist.
Additionally, when Route Exclusions are applied during the creation of Visit Tasks and
Work Orders, a user can confirm their application by viewing the Task Details at the
Summary Task level. A new indicator will show the user that Route Effectivity has
resulted in one or more Routes being suppressed.
Note: There could be conflicts if a user defines overlapping Effectivity definitions. An

example is that if PC Node and Item based effectivity lines are created, they could
resolve to the same affected items. It is possible that during Visit Task creation, there
could be a conflict, resulting in undesired creation of tasks. If a Maintenance
Requirement is added using a planned Maintenance Requirement flow in a Visit, then
Route effectivity will be used. However, if the Maintenance Requirement is added using
an unplanned Maintenance Requirement flow, then the Maintenance Requirement
effectivity doesn’t apply, and all Routes will be used. Therefore, correct modeling to
eliminate overlapping Effectivity conflicts is recommended.
3.4.10.4. Maintenance Requirement Route Dependencies

To increase usability, a contextual Route column has been added as the first column in
the Route Dependency table. This will allow for the dependency rule to be read from left
to right, and not from the contextual header down to the row level. A note has also been
added, reminding users that mixing route dependencies and route effectivity may not be
desirable.
3.4.10.5. Maintenance Requirement Route and Operation Material Requirements

Material Requirements can be defined for a Route or Operation, based on a Master
Configuration Position, Alternate Item Group or unique Item.
When they are defined for a Master Configuration Position, the system will then create a
Material Requirement based on the highest priority item of the position’s item group,
regardless of the actual item currently installed in the position.
To enhance material planning and usability, there is a new “Exact Item” flag that can be
utilized for the Material Requirement. If the Exact Item flag is set to yes, then the system
will first verify if the installed item is defined as a 2-way interchangeable item. If yes,
then the system will create a material requirement for the exact item that is currently
installed on the unit configuration’s position. If the item is not 2-way interchangeable or
the unit configuration position is empty, then the system will default back to the highest
priority item of item group.
The Exact Item capability provides an operator with the ability to ensure that the same
item is planned for and replaced in a position when following the regular material
planning and execution flow. The Exact Item flag will also be displayed in other planning
and execution pages, such as Production Planning, Material Issue, Technician and
Material Marshaling workbenches.
Note: It is important to note that the Exact Item flag can’t be used if the Position has
Service Bulletin rules that have been defined. These rules will override the Exact Item
flag during the creation of a Task and Work Order in a Visit.
Additionally, a new “As Required” flag can also be defined on any Material Requirement
row. This flag will also be displayed in other planning and execution pages to provide
guidance to material planners, however, there is no validation or system action based on
its value.
3.4.10.6. Maintenance Program Document Workbench
Maintenance Requirements can now be managed in the context of their source
Maintenance Program Document (MPD) using a new workbench. This new capability
allows operators to manage the entire process of each revision of an MPD document,
including the creation, association and update of Maintenance Requirements for each
Task in an MPD revision.
MPD Document revisions can be uploaded using their source XML file for each of the
major airframe manufacturers. Each file upload will be recorded at the individual Task
level, thereby supporting revision-specific impact analysis, as well as providing a
historical revision archive. Operators can review each of the revised Tasks and determine
if the related Maintenance Requirements need to be associated, created, revised or
terminated. This new link between a Maintenance Requirement and an MPD Task will
provide the capability to provide both revision and post-revision coordination of any
changes.
Maintenance Requirements will also be searchable by their related MPD Document

reference using the Engineering, Planning and Forecasting pages.
3.4.11. Release 12.2.12
3.4.11.1. Maintenance History WB

All new Maintenance History Workbench will allow the search/filtering across
maintenance history records for viewing or exporting to XLS format as well as updating
historical unplanned maintenance records and excluded maintenance notes/comments.
With this Maintenance History Workbench comes a new type of MR, Historical
Unplanned, that can be created for the purpose of previously complied with (historical)
MRs. Historical Unplanned MRs can then be ‘initialized’ and hence stored in the History
table for reporting/auditing.
Additionally, Excluded MRs can now be explicitly added to the maintenance history.
This helps to create a more complete set of maintenance records and can be viewed in the
Maintenance History Workbench or exported as an audit report.
New user updateable fields representing Date, Reason, and Comments are also added to
the history rows to allow for more complete and custom reports describing the past
maintenance history.
The Maintenance History Workbench is located on a newly revised Planning Workbench

tab along with the new Maintenance Planning Workbench. The existing and older
Planning Workbench tab may be depreciated or hidden for users, as desired by the
business need.
3.4.11.2. New Aircraft Maintenance Planning WB

Completely new Maintenance Planning Workbench to optimize searches and monitor
upcoming due MRs, Visits, Units, and their Flights. The planning workbench UI is made
up of two distinct sections; Search Plan allows the search/viewing of UMP based on
search criteria, while the Visits and Flight Schedule will show flights and Visits for a
specified Unit. These two sections are made to work together, giving comprehensive
visibility to a planner for making scheduling decisions required to keep an aircraft fleet in
service and in compliance with all required maintenance.
Search Plan section allows a comprehensive search of UMP records. It is affected by a
new Time Zone selection which will change the displayed times on the UI by updating
the user’s time zone immediately. Saved searches can be used as well.
Various new search criteria at the top of the section allow for detailed filtering including:
• Multi select Unit LOV
• Service Location
• NR type and NR number
• Priority
• Due Within LOV
• Show only Visit Exceptions
The Search Plan results table shows one row for each UMP record and can include both
active and historical rows. The results are resolved to Instance ID, to allow consistency
when SN Change has occurred in the past on the related Item. The search results can also
be exported as an .xls file.
Additionally, the Search Plan results include:
• A new UOM remaining popup with more details about the remaining values
• Estimated Ground Time required from MR or NR definition
• Material required icon with detailed popup
• Updateable Notes/Remarks for each row
• Multi-select rows can be added to single visit in one step
• Service Location – user-defined lookup that is defaulted from the MR, and is user
updateable in the results rows. Examples of Service Location are Line and Base and are
used to indicate the typical location where this maintenance is performed.
• Priority – user-defined lookup that can be user selected or updated for each
• GND (Ground Time) – indicates the sum of all the durations (in hours) defined in the
MR or the Non-Routine
• Matl (Material) – clickable icon will display the list of required materials for the
record
• Notes – clicking the icon will reveal a notes pop-up where remarks can be entered
• Selecting the 'Visit focus' icon will render the Unit as context in the lower
Visit/Flight region
Visit and Flight Status Region, in the lower portion of the Maintenance Planning
Workbench, shows Flights and Visits for a Unit in context. The Unit context can be set
by selecting the Visit Focus icon for a UMP record, in the upper Search Plan result table.
Here Visits or Flights will be shown in individual rows, while Visit linked to Flights will
be shown in the same row. There are actions to link either a Visit to a Flight or create a
Visit as a pre or post flight check linked to a Flight in context. A Visit Exception icon
will also be highlighted yellow if an overdue or incorrect revision MR exists in the Visit.
Additionally, a Visit Exception will be shown if a Visit had an associated Flight but has
since been disconnected. Material requirements also have a color-coded icon for the Visit
and will indicate availability of required materials or a shortage.
Actions that can be taken on for the context Visits and/or Flights are as follows:
• Add Removal Requirement - used to search and select a Removal MR to add to the
Visit
• Add Unplanned Requirement - used to add any unplanned MR to a Visit
• Cancel Visit - used to cancel a Visit and remove its flight associations
• Check Material Availability – used to update the Matl icon for the context Visit
• Create Arrival Visit – used to create a Post-Flight visit using the Create Visit page
• Create Departure Visit – used to create a Pre-Flight visit using the Create Visit page
• Disconnect Visit – allows a Visit to be disconnected from a Flight Schedule record.
• Assign a Visit – allows an existing Visit to be linked to a Flight (pre or post)
• Material Marshalling – navigation to the Visit Details Workbench for a Visit row in
context.
A new Removal Requirement feature helps to identify that an additional removal MR is

needed when planning certain other MRs. This feature utilizes a new type of MR
relationship, set up in Fleet Maintenance Program, to be used in the Maintenance
Planning Workbench. This is enabled through a new type of MR relationship, named
Child-Removal. A Child-Removal relationship allows a removal MR to be associated to
an MR that is repetitive or pre-planned for certain Units. MRs with a Child-Removal
relationship can be identified by a 'Removal Required' status shown on the UMP record.
This will alert the planner that a removal MR needs to be created when planning the other
MR.
Example: A component often needs to be removed before an overhaul or service can be
performed on the component. In this case, the removal MR may need to happen in a
separate Visit and needs to be known and planned in advance of the component service.
Another new MR relationship type, Child-Optional, is now available to allow for

planning of a Group MR where only some of the Child MRs will be performed.
Previously, Group MR behavior required all Child MRs to be accomplished in a Visit,
when the Parent MR is planned. With this new relationship type, a Parent MR can be
added to a Visit and then the Child MRs can be individually removed without removing
the entire Group of MRs.
A new Unit Configuration flag to is now available that will allow a planner to hide a Unit
UMP records in all UMP views and searches. This is to simply help quickly filter out
Units from Visit planning, in the case of a retired, sold, transferred, or stored aircraft or
assembly – before the final disposition of the Unit has been accomplished in the system.
This flag can be updated on the Unit without the need for a revision of the UC or its
Master Configuration.
The Maintenance Planning Workbench is located on a newly revised Planning

Workbench tab along with the new Maintenance History Workbench. The existing and
older Planning Workbench tab may be depreciated or hidden for users, as desired by the
business need.
3.4.11.3. Software Configuration Tracking and Support

A new configuration tool enables users to manage software configuration and associated
hardware parts for a Unit, using a new As-Maintained software configuration.
The As-Maintained software configuration can be created by uploading an As-Operated

configuration file, of .xml format, to create and store the current As-Maintained Boeing
787 or Airbus 380 software configuration. After creation, periodic comparisons can be
made against newer As-Operated (latest download from A/C) configurations,
downloaded in real-time from the aircraft. This comparison is used to keep the cMRO
As-Operated software records in sync with the actual software versions loaded on the
aircraft. Adjustments and discrepancy corrections can be made to the cMRO records
when needed through an exception process.
To plan for and update the As-Maintained software over time, MRs can now be modeled
to represent and initiate the physical act of software updates using WOs. The WO
completion and MR signoff in execution will then automatically update the As-
Maintained configuration after a new software package is physically loaded to the
aircraft. This helps to maintain the latest actual software part numbers installed.
Notifications can be used to alert users of discrepancies between As-Operated and As-
Maintained configurations as well as to alert of situations where a physical part change
will affect the As-Maintained software configuration. Then the proper action can be
initiated to correct or update the cMRO and/or aircraft configuration accordingly.
3.4.11.4. General Enhancements to MR Effectivity, Initializations, and UMP

A new enhanced View Affected Items UI for MR will now show a View Excluded Items
list, for items that have been excluded manually or via criteria in the MR Effectivity
clause(s).
As an aid to complicated MR threshold and interval definitions, there is now the ability to
view MR forecasted due dates before approval or initialization for both new and revised
MRs.
Additionally, users can now set an MR initialization based on another MR

accomplishment as well as set an MR initialization to begin based on an Install Base
instance attribute (for date-based attributes only).
To enhance visibility and help enforce proper MR Revisions to be used in a Visit, a new
notification can now be sent when MR revision is approved and it has previous revisions
in an existing Visit. This allows the notified to make the proper adjustments to affected
Visits promptly after revising an MR.
3.4.12. Terminology
Term Definition
UMP Unit Maintenance Plan

VWP Visit Work Package
OSP Outside Processing
3.5. Oracle Complex Maintenance, Repair & Overhaul (CMRO) Information

Discovery.
3.5.1. Overview
The Oracle Complex cMRO Information Discovery is a graphical tool to perform quality
analysis and troubleshooting on ‘nearly real time’ data for decision making users within a
typical Maintenance Organization. Data is divided among UIs into functional groupings
to allow users to slice and dice, analyze, and drill down into root causes, while leveraging
the Information Discovery classifications known as “Metrics” and “Dimensions”. This
Information Discovery application is only compatible with EBS 12.2 and later releases.
3.5.2. V6
3.5.2.1. Non Routines

UIs and Sub Tabs to analyze the following:
• On-going and historical data across enterprise is explored to evaluate transactions
and determine root causes.
• Utilization by Flight Hours, Flight Cycles and bucket periods are tracked to
oversee how likely assets, systems and components get downgraded due to aging
influence.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content DocumentOracle Complex Maintenance, Repair & Overhaul (CMRO) Information Discovery.
40
• Performance rate thresholds are set up to find spike events and take the
appropriate decision to overcome shortfalls.
• Performance rates over time along with asset utilization are compared to
visualize trend curves and evaluate the effectiveness of corrective actions taken.
• Enhance the performance rate by including the ATA 100 as well; to better
understand the Aircraft Systems behaves.
3.5.2.2. Visits and Repair Batches

• Visit and Repair Batch attributes are broken down into metrics and dimensions to
explore ongoing transaction and maintenance performance trends.
• Top-down as well as bottom-up data is explored to highlight maintenance delays,
maintenance space shortfalls, asset and resource availability.
• Side by side Visit planned and actual duration are compared to determine hangar
and space availability for maintenance.
• Planned vs. actual resources are compared to evaluate performance based on
availability.
• Planned and actual work load are compared to oversee job progress, workload
estimates, and due maintenance tasks.
• Metrics and dimensions are cross-checked for what-if scenario impacts; e.g.
maintenance workload vs. estimated resources, resources vs. down times, etc.
3.5.2.3. Material Transactions

• On-hand availability vs. material Transactions are monitored across enterprise to
discover stock materials highest service level.
• Item availability explored for maintenance repair Turn-Around-Time (TAT)
improvements.
• Item unexpected failure and rouge components are analyzed to identify service
level improvements.
• On-hand stock materials are evaluated to give information allowing optimized
part availability vs. inventory stock costs.
• Item degradation can be evaluated due to aging vs. scrap rate streams.
• Maintenance troubleshooting is improved based upon displayed removal rates,
disposition, and scrap rates.
• Asset target configuration compliance can be overseen.
• In-house item maintenance performance can be compared to externally
maintained items to identify maintenance performance improvements and
shortfalls.
3.5.2.4. Organization Maps

• Organization geo-code map is leveraged to enable a holistic view of transit
maintenance.
41
• Gate availability can be overseen in context of aircraft arrivals and departures
within Maintenance Organizations.
• Late Maintenance arrival Vs Dispatches can be analyzed.
• Line Maintenance Organization workload can be overseen by open Visits, open
Non Routines, or open Deferrals from station context as well as arrival and
departure flights.
• 24/7 arrival and departure workload impacts are analyzed to better plan for
resource availability.
• Seasonal peak demand Line Maintenance Organizations are identified in ‘near
real time’.
3.5.2.5. Quality Collection Plans

• Enable customer to set up individual metrics and dimensions based on collection
elements for their specific business lines.
• Monitor and analyze top collection element transactions.
• Analyze collection element relationships.
• Analyze collection plans and elements based on their logical business processes.
• Leverage multi-organization what-if scenarios by combining elements across
collection plans for analysis
3.5.2.6. Warranty and Claims

• Monitor most common items under warranty and their due dates
• Identify most common warranty claim items.
• Evaluate claims and their costs broken down by in-house and third party work.
• Determine warranty reimbursement budgets.
• Oversee claim amounts across enterprise.
• Analyze warranty contracts and warranty entitlements.
3.5.3. V7
Complex Maintenance, Repair & Overhaul (CMRO) Information Discovery V7 provides
the following new features:
3.5.3.1. Non-Routine
• Enhance the performance rate by including the ATA 100 in order to better
understand how the Aircraft Systems are behaving.
o Non Routine ATA 100 (Air Transport Association) codes are broken
down to analyze commercial aviation assets (airplanes, helicopters,
engines, etc.), asset systems (flight controls, hydraulics, avionics, etc.),
and asset components (landing gear, brakes, valves, pumps, etc.).
• New attributes are added under the result rows to compare side by side Non
Routines with common Problem summaries
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3.6. Oracle Depot Repair
3.6.1. Release 12.1.1
3.6.1.1. 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
are sourced from OEMs or third party distribution centers. Depot Repair defaults
the appropriate repair vendor, ship-to location, exchange warehouse and ship-
from 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.
3.6.1.2. 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 supplier’s claim management system. Multiple claim
numbers and statuses can be tracked per repair order.
3.6.1.3. 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.
3.6.1.4. 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
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Depot Repair 43
customer-defined rules. Rules can be based on repair item, repair location, customer,
contract, and so on.
3.6.1.5. 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.
3.6.1.6. 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.
3.6.1.7. 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. Bar-
coded serial numbers and repair order numbers allow technicians to quickly find repair
records without typing.
3.6.1.8. 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.
3.6.1.9. 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
3.6.1.10. 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.
3.6.1.11. Enable Back flush 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
aren’t tracked serially.
3.6.1.12. 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.
3.6.2. Release 12.1.2
3.6.2.1. 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
The Portal provides instant visibility to bottlenecks and process exceptions and allows the
user to manage those exceptions quickly.
3.6.2.2. 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.
3.6.2.3. 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.
3.6.2.4. 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.
3.6.2.5. 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.
3.6.3. Release 12.1.3
3.6.3.1. 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
3.6.3.2. 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
increases in the number of returns, and create programs to increase the recovery of
higher-value assets.
3.6.3.3. 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.
3.6.3.4. 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.
3.6.3.5. 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 save
lists online; furthermore, they can enter inspection data, fault codes and regulatory sign-
offs directly in the enterprise’s 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.
3.6.3.6. 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.
3.6.3.7. 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.
3.6.3.8. 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.
3.6.3.9. 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.
3.6.3.10. 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.
3.6.3.11. 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.
3.6.3.12. 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.
3.6.4. Release 12.1.3+
3.6.4.1. Returns Portal
The Returns Portal allows customers, partners, distributors and retail associates to return
products via web portal. Products can be returned for service, repair, testing, calibration,
exchange, upgrade, trade-in or recycling.
The Returns Portal is launched from the iSupport Home Page and uses the iSupport
registration and login features. The Portal allows a user to enter one or more items for
return, and each returned item can have a different return type, return policy and terms
and conditions.
The system can automatically verify serial numbers, ownership and warranty status and
provide an estimate of charges and credits. Contract entitlements and Advanced Pricing
rules are automatically applied to the estimate. Credit card information can be captured
and authorized if required. The system will automatically determine the highest value
option for processing and routing items based on business rules. Authorized users can
select existing customer records or create new customer records when creating a return.
3.6.4.2. Environmental Impact Reporting
The Environmental Impact Dashboard was added in the 12.1.3 release to enable a
business to monitor and report on the environmental impact of its return streams and
returns processing. In 12.2, two new tabs have been added to the Environmental Impact
Dashboard: the Disposition Summary tab and the Put on Market tab.
The Disposition Summary tab enables a business to track and report on the recovered
value, cost of recovery and profit margin from processing returned materials. This allows
a business to track the effectiveness of its take-back program and to quantify the benefits
of reuse and recycling.
The Put on Market tab enables a business to track how many units of each item have been
sold or placed into specific geographic regions. This allows a business to comply with
environmental impact legislation that requires periodic reporting of put on market data
along with take back information for the impacted region.
3.6.4.3. Supplier Warranty Management
New functionality has been added to support businesses that sell and service items and/or
components that may fall under a supplier’s warranty. A warranty administrator can
create supplier warranty templates, create supplier warranties and link supplier warranties
to item instances. A warranty administrator also has the ability to create a claim against
the supplier in the Claims Workbench for service to items under supplier warranty.
Warranty information is stored in the supplier warranty repository.
A technician can view whether an item under repair is covered by a supplier warranty
from within the Technician Portal. If multiple warranties apply, the technician can choose
the highest value option. If the item has failed due to a customer induced defect, the
technician can indicate that the warranty has been violated.
3.6.4.4. Asset Recovery Flow
The Asset Recovery flow is initiated by a depot manager, service advisor or spares pool
manager who wants to repair, refurbish, recondition, remanufacture or recycle in-house
items or parts owned by the service business. This may include defective parts recovered
from customer products, excess & obsolete materials, finished goods requiring rework,
aging spare parts or loaner equipment.
The user can bulk enter materials to be processed and the system can then auto-create
service orders with the highest-value processing option and auto-create internal move
order lines to move items to the best processing locations based on business rules.
This flow allows movement of materials from one warehouse to another and from one
sub-inventory to another. Moves can be one-way or multi-destination moves. The system
supports partial shipments and over-shipments. Materials moved in to a depot for
processing may be different than the material moved out, such as when materials are
upgraded.
3.6.4.5. Service Campaigns and Field Change Orders
The Depot system supports the creation and execution of service campaigns or field
change orders. A service campaign is a coordinated set of service actions focused on a
specific set of customers or products in a business’s install base. Some examples include:
• Calling all customers approaching their next regular maintenance interval
• Calling all customers serviced in the last month to survey their satisfaction
• Emailing customers whose warranties will soon expire
• Coordinating warehouse personnel to replace batteries on spare parts that have
been on the shelf over a certain period of time
Service campaigns include field change orders (FCOs), field actions, technical bulletins,
and safety alerts. A service campaign enables a business to increase service revenue,
improve product performance and increase customer satisfaction.
The system enables queries against the Oracle Install Base to create a set of specific
instances impacted by a service campaign based on attributes such as item types,
revisions, model years, and so on. A list of service requests can be automatically
generated for these instances so that execution, progress and costs of the service
campaign can be tracked and monitored.
3.6.4.6. Create New Customer
In prior releases, users had to leave the Depot Workbench and open another application
to create a new customer party. In 12.2 a new button has been added to the Workbench to
launch a screen from which a user can create a new customer party without leaving the
Workbench. This feature is forward-ported to 12.2.2.
3.6.4.7. Batch Create Jobs
New capability has been added to the Mass Update Repair Order screen to enable a
service organization to create repair jobs in bulk. Jobs can be created based on specified
service code, BOM and/or Route. Jobs can be created across repair orders, service
requests, customers and service organizations. This feature is forward-ported to 12.2.2.
3.6.4.8. Calculate Resolve By Date from RMA Receipt Date
Previously, the Resolve By Date for a repair order could only be calculated based on the
service order creation date. Now service organizations have the option to calculate the
resolve by date starting from the time the item is received at the service center. This
feature is forward-ported to 12.2.2.
3.6.4.9. Prevent Shipping Exchange Item until Defective Item Received
Many service businesses require that a customer return their defective item before
shipping a replacement item. Previously, users could accidentally ship replacements
before the defective item was returned, but with this new functionality users are warned if
they attempt to ship replacements before receiving the customer defective. This feature is
forward-ported to 12.2.2.
3.6.4.10. DFFs Added to Technician Portal
DFFs have been added to the Diagnostic Codes, Operations, Materials and Resources
tables of the Technician Portal to enable capture of diagnostic code failure location, and
operation test results, as well as part-level problem code, failure location, primary defect
code, action and so on. This feature is forward-ported to 12.2.2.
3.6.4.11. Create Service Requests and Repair Orders for Rental Items
Previously, the system would not allow customers to create service requests for items
owned by the service organization, such as rentals, leased items and loaners. New
functionality has been added to enable creation of service requests and repair orders for
internally owned items and to automatically create a relationship between the returned
item and the customer logging the service request. This feature is forward-ported to
12.2.2.
3.6.4.12. Display Material Transaction History on Technician Portal Materials
Table
Previously, the Technician Portal Materials Table only displayed net transacted quantity
for each material on the table. This meant that if one part was removed and the same type
of part was added to a repair item, the displayed net quantity would be zero.
New functionality has been added to display each material transaction as a separate sub-
line under the material row in the table. A hide/show region enables selective disclosure
of this information. Quantity transacted and disposition information is displayed for each
transaction. Additionally, the quantity issued and quantity recovered are now displayed
on the material record in addition to the net transacted quantity. This feature is forward-
ported to 12.2.2.
3.6.4.13. Recommend Part Disposition from Rules Engine
New capability has been added to the Defaulting Rules Engine to enable defaulting part-
level disposition codes. Each part listed on the Technician Portal Materials Table can be
assigned a disposition code, and with this new functionality the Depot Rules Engine can
recommend the best disposition for each part based on recovery value, customer
agreement, part demand and many other business factors. Technicians can over-ride the
recommendation with appropriate permission. This feature is forward-ported to 12.2.2.
3.6.4.14. Auto-create Repair Orders for Recovered Parts
Technicians can track each part recovered from a repair item on the Technician Portal
Materials Table. With this new functionality, each recovered part can automatically
generate a repair order to track whether the recovered part will be refurbished to stock,
shipped back to the manufacturer, recycled or scrapped. Repair Order Type, Ship-to
Location and other values are defaulted from the Depot Rules Engine. The newly
spawned repair orders are linked to the original order that spawned them. This feature is
3.6.4.15. View and Capture Install Base Data from Technician Portal
The Technician Portal has been enhanced such that a user can click on the Install Base
Reference Number to launch the Install Base screen. Instance specific values and
attributes can be captured quickly and easily. Users can return to the Depot Technician
Portal without having to re query data. This feature is forward-ported to 12.2.2.
3.6.4.16. Auto-complete Operation using Time Clock
Previously, clicking the “Next” button on the Technician Portal Time Clock stopped
accruing time against the current operation and starting accruing time against the next
operation. New functionality has been added to automatically complete the current
operation when moving to the next operation. This feature is forward-ported to 12.2.2.
3.6.4.17. Auto-create Repair Warranty
New functionality has been added to automatically create a repair warranty for repair
work done. When the repaired item is shipped, a workflow process triggers that creates a
repair warranty and links it to the repaired item instance. Different warranty types and
warranty periods can be determined using Defaulting Rules. This feature is forward-
ported to 12.2.2.
3.6.4.18. Track Serial Numbers and Sub-inventories against Internal Sales Orders
The Depot Internal Moves screen enables fast creation of internal requisitions and
internal sales orders to move items and parts from one inventory location to another.
Each internal sales order is linked to the repair order that spawned it. New functionality
has been added to enable a user to indicate specific sub-inventories for shipping and
receiving, as well as the specific serial numbers that are being moved. This feature is
3.6.4.19. “Request Parts” Button auto-creates Purchase Req or Internal Req
A new “Request Parts” button has been added to the Technician Portal Materials Table to
allow a technician to automatically create a purchase requisition or internal requisition to
procure parts. The generated requisition number displays on the Materials Table, and
clicking the hyperlinked requisition number will launch the Requisition screen. Multiple
parts can be requested with a single click. User hooks enable custom sourcing logic to be
called rather than using the standard Oracle Procurement sourcing rules. This feature is
3.6.4.20. Service Parts Planning Integration for Serialized Items
Oracle's Service Parts Planning engine uses historical repair demand and fulfillment
information from the Depot Repair application to forecast repair part demand. The
Planning engine can then create repair orders to refurbish defective parts to meet that
demand, as well as create internal sales orders to move defective parts to the appropriate
depot for repair. New functionality has been added to simplify refurbishing serialized
parts by enabling a single refurbishment repair order to track many serialized defectives.
This feature is forward-ported to 12.2.2.
3.6.4.21. Service Order Orchestration
A new screen enables service personnel to view the status of cross-domain documents
(for example, sales orders, purchase orders, shipping lines, WIP jobs) related to a service
order and will allow service personnel to drill into additional document details as
permissions allow. Furthermore, this new feature allows a business to define rules for
triggering repair order status changes and programmatic function calls based on status
changes to related documents and location changes of the service item. A concurrent
program monitors for events, evaluates business rules and triggers actions based on those
rules. This feature is forward-ported to 12.2.2.
3.6.4.22. Bulk Returns through the Returns Portal
The Returns Portal has been enhanced to support returns of material in bulk. This feature
was built to support palette-load returns of scrap or obsolete materials for which there is
no desire to track serial numbers or other attributes specific to each item. Rather,
attributes are tracked at the palette level (for example, number of boxes, total shipment
weight, shipment dimensions) and only high level item information is captured. Service
requests, repair orders and RMAs are generated, but serial number and other information
will not be captured until the material is received if at all. This feature is forward-ported
to 12.2.2.
3.6.4.23. Bulk Internal Moves: Inter- and Intra-Warehouse
The Internal Moves module has been enhanced such that inter- and intra-warehouse
movements of products and parts can be done in bulk and can automatically create an
associated service request and repair orders for the moved materials. This feature is
handy for moving material in bulk from a defective sub-inventory to a depot for part
harvesting, or moving all excess and obsolete material from a particular storage location
into a depot for refurbishment. This feature is forward-ported to 12.2.2.
3.6.4.24. Additional Defaulting Rule Attributes
The Depot Defaulting Rules Engine has been extended with a number of new defaultable
attributes. New attributes include Job Status, Accounting Class, Job Inventory
Organization, Pick Release Rule, Material Issue Sub-Inventory, Pricelist, Default
Completion Sub-Inventory and more. This feature is forward-ported to 12.2.2.
3.6.4.25. Create Estimate from Technician Portal
The Technician Portal has been enhanced such that technicians can create work estimates
in the Portal and export that estimate to the Depot Workbench Estimate tab for pricing
and approval. Technicians can create an estimate of the operations, parts and time
required to execute a job in the same screen in which they execute that job. Furthermore,
the Depot Workbench Estimates tab has been enhanced such that a service agent can
price estimates, approve or reject estimates, or request a new estimate from the
technician. This feature is forward-ported to 12.2.2.
3.6.4.26. Launch Quality Collection Plan upon Operation Completion
Some service organizations want their technicians to capture quality data specific to
certain operations. The Operations table on the Technician Portal has been enhanced such
that a Quality Collection Plan can be launched when an operation is completed. This
feature is forward-ported to 12.2.4+.
3.6.4.27. Extend Resolve By Date for Hold Time
Many businesses have service contracts with service level agreements indicating the date
by when a reported problem must be resolved. The Resolve By Date field tracks this
contractually obligated resolution date. New logic enables the system to automatically
extend the Resolve By Date if the order goes into a hold status; for example, when the
order is on hold awaiting a customer approval. When the hold is removed, the Resolve
By Date is extended to include the amount of time of the hold. An activity record is
logged to capture that the Resolve By Date was extended. This logic is optional and
controlled by setups. This feature is forward-ported to 12.2.4+.
3.6.4.28. Calculate Resolve By Date starting from Specified Status Transition
Many businesses have service contracts with service level agreements indicating by when
a reported problem must be resolved. The Resolve By Date field tracks the contractually
obligated resolution date. New logic enables a business to dictate what event should mark
the starting point in time from which the Resolve By Date is calculated; for example,
from time of receipt, inspection, entitlement verification or any other milestone. This
logic is optional and controlled by setups. This feature is forward-ported to 12.2.4+.
3.6.4.29. Returns Portal Enhancements for Oracle’s Own Takeback Operations
A number of enhancements were made to the Returns Portal specifically for Oracle’s
own internal use. These include:
• New defaulting rules for carrier, processor and disposition
• Save partially completed return request
• Export search results to spreadsheet
• Additional search attributes
• Flexible Item Type search
• Mandatory file upload
• Restrict visibility to only records created by logged in user
• Web-specific user experience enhancements
• Flexible page regions to enable easy re-arrangement using Personalization
• Out-of-box workflow notifications for carriers, processors and repair order owner
• Seeded business event for return order creation
• Additional DFFs
These features are forward-ported to 12.2.4+.
3.6.5. Release 12.2

3.6.5.1. Changing from “Repair Order” to “Service Order”
In the Depot application a user can execute business flows for service, testing,
calibration, exchange, upgrade, asset recovery, trade-in or recycling in addition to repair;
however, many screen labels, menus, functions and title bars specifically say “repair”.
Some users dislike when the screen says “repair” when no repair is being done.
In 12.2 the Depot application will replace the term “repair” with the more universal term
“service”. For example, “repair order” becomes “service order”, “repair type” becomes
“service type”, “repair organization” becomes “service organization” and so on.
3.6.5.2. Automotive Industry Configuration
The automotive industry has a number of unique business flows, naming conventions and
data requirements that are unique to that industry. A new option is provided in the Depot
application to automatically configure the system to provide automotive industry-specific
setups for automotive manufacturers, dealers and service centers.
3.6.6. Release 12.2.6
3.6.6.1. eClaims
The Returns Portal has been enhanced to enable authorized service partners to submit
claims for reimbursement for work done on behalf of the service organization. This
provides a much more user-friendly and web-secure solution to replace the Warranty
Claims Portal solution released in 12.1.3.
3.6.6.2. Logistics Module
A new module has been created specifically for service coordinators and logistics
administrators to ship and receive materials to and from customers, to and from third
parties and to and from different warehouses in the service supply chain. The new
module provides the functionality available in the Logistics tab of the Depot Workbench
plus additional functionality, as well as greater usability, flexibility and personalization
capability.
3.6.7. Release 12.2.7
3.6.7.1. Technician Portal: Filter Data by Job
The Technician Portal can display data for more than one job. When a single service
order is associated with many jobs, it can be hard to find the specific operation, material
or resources associated with the job being worked. A new drop-list filter has been added
to the screen to enable a user to select a specific job associated with the service order and
display data only for that single job. Operations, materials and resources for all other jobs
linked to that service order are hidden, but can be made visible again by removing the
filter condition.
3.6.7.2. Logistics Module: Apply and Remove Holds
The Logistics Module on the Service Order Details page has been enhanced to enable
applying and removing holds on logistics lines by launching the Order Management
HTML page in context of the selected logistics line.
3.6.8. Release 12.2.8
3.6.8.1. Technician Portal: Select Materials from Indented BOM
The Technician Portal has been enhanced to launch a new screen from the Materials table
displaying the indented BOM for the repair job item. A technician can expand and
collapse the indented BOM hierarchy to find specific parts in the assembly to replace or
recover from the repair item, view on-hand, reserved, and available quantities, and
quickly add those parts to the Materials table without having to query part numbers. From
the Materials table, added parts can be issued or recovered.
3.6.8.2. Additional Public APIs
A number of additional public APIs have been created to manage repair-related objects,
including repair history, actual charges, logistics, internal move orders and the Depot
Repair rules engine.
3.6.9. Release 12.2.9
3.6.9.1. Machine Learning Recommendations for Root Cause and Best Fix
The Technician Portal has been enhanced to launch a new Recommendations screen that
displays the most likely root cause and best fix based on the item, symptoms and other
factors. Recommendations are machine learning generated using Oracle Data Mining.
Oracle Data Mining must be enabled in the database for this feature to work.
On the Recommendations page, the technician can see the recommended action to take,
the algorithmic confidence in the prediction, and insight into the reason the
recommendation was made. The technician can then decide whether to accept or reject
the recommendation and can capture a reason and comments for why that decision was
made. Accepted recommendations will automatically be applied as root cause codes or
service codes on the service order. Reasons and comments are stored for audit purposes
and to improve future machine learning recommendations.
3.6.10. Release 12.2.10

3.6.10.1. Improved Machine Learning Recommendations for Root Cause and Best
Fix
The machine learning recommendations introduced in Release 12.2.9 have been
enhanced to include:
• Multiple competing models for each prediction: multiple models to predict root
cause and predict best fix will be generated using SVM, Naïve Bayes, and
Decision Trees algorithms. The best model for each prediction will be chosen by
evaluating it against the enterprise’s unique data set. The best algorithm and best
model can change as the data evolves over time.
• More and better predictors: many additional predictive attributes are now
available for use in each machine learning model. Automatic Data Preparation
from Oracle Data Mining will normalize, scale and bin the data to make it
machine learning ready without human intervention.
• Text mining: Free-form text such as technician notes, service agent notes, and
problem description can now be automatically turned into predictors using Oracle
Data Mining’s text mining tools.
Oracle Data Mining is now available for free to all Oracle EBS customers.
3.7. Oracle Depot Repair Command Center

3.7.1. Overview
The Depot Repair Command Center provides search and analysis tools to help depot
managers and technicians track and manage repairs; ensure work is completed on time;
identify and eliminate process bottlenecks; continuously improve the speed, quality and
cost of repairs; and manage performance.
The Command Center makes escalations, holds, late order, aging orders, rework, and
unassigned orders immediately actionable with mass update and direct drill-down
capabilities.
The Oracle Depot Repair Command Center is available at no additional cost to licensed
users of Oracle Depot Repair. It can be applied to Release 12.2.4 and above.
3.7.2. Release 12.2.9+

The following functionality requires Oracle Enterprise Command Center Framework
Release 12.2 V3.
3.7.2.1. Repair Manager Dashboard

The Repair Manager Dashboard is the manager’s “home base”. It’s the first screen they
bring up when they come in to work, and it’s their work queue where they can perform
all their daily tasks. The dashboard provides a control tower view of all orders in flight. It
shows the status, location and details for each order from the initial return request
through transport through repair center through to final disposition. The dashboard also
provides links to investigate and action each order, and the ability to mass update owner,
priority, repair action and other key attributes.
Status Tab: The Status Graph provides a snapshot of the repair backlog, showing where
each repair is in the overall process and who owns each repair. This enables easy
identification of process bottlenecks and early identification of demand spikes to help the
manager allocate resources and balance the workload appropriately.
Item Tab: The Item Graph shows the histogram of repair items in the backlog and the
owner of each repair. This shows items with high repair demand or possible quality
issues, and helps the manager decide if there is a need for resource re-allocation, cross-
training or corrective action.
Owner Tab: The Owner Graph shows the manager how many repairs are assigned to each
technician, group, queue or partner, and also which repairs are unassigned. This helps the
manager quickly identify which work needs to be assigned and also which work needs to
be re-assigned to balance the workload appropriately.
Due Date Tab: The Due Date Graph provides an immediate picture of what is past due,
aging and on schedule. The manager can easily see which orders require immediate
action, escalation, resource re-allocation or replacement to ensure due dates and service
level agreements are met.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Depot Repair Command Center 55
3.7.3. Release 12.2.9++
Release 12.2 V4.
3.7.3.1. Repair Manager Dashboard – Closed Orders Tab

A new tab was added to the Repair Manager Dashboard to allow a manager to search and
explore closed service orders. While the 12.2.9+ Repair Manager Dashboard was very
focused on the current backlog of in-process service orders, the new Resolved service
orders tab allows a manager to look back at closed service orders from a specific point in
history up to the present, and slice and dice those orders to perform post-repair tasks, root
cause analysis, performance assessment, and insight discovery.
A manager can use the Resolved tab to investigate and document why orders are slow,
late, expensive, or of low quality and document the root cause against the repair orders. A
manager can also create the supporting documentation for assessing and documenting
performance of repair groups, particularly third-party partners, create the documentation
required to support warranty claims or submit data for regulatory compliance.
• Later Orders Tab: The Late Orders Graph provides a snapshot of the orders
which missed their targeted completion date.
• Rework Tab: The Rework Graph shows the service orders which required
rework.
• Turn-time Tab: The Turn-time Graph shows how long it took to complete each
repair.
• Hold Time Tab: The Hold Time Graph provides an immediate picture of how
much time orders spent on hold and the hold reason.
• Time-in-Status Tab: The Time-in-Status Graph shows how much time repairs are
in each different process step.
• Costs and Charges Tab: The Costs and Charges Graph provides details on costs,
revenue and margin for repairs over time.
3.7.3.2. Repair Technician Dashboard

The Repair Technician Dashboard provides technicians a work queue that ensures that
service orders are prioritized and worked in alignment with the priorities and goals of the
company, ensures that late, on hold, and escalated repair orders don’t fall through the
cracks, and allows them to review their work pipeline to more efficiently plan their work.
• Status Tab: The Status Graph provides a snapshot of the technician’s repair
backlog, showing where each repair is in the overall process.
• Item Tab: The Item Graph shows which items are in the technician’s backlog.
• Due Date Tab: The Due Date Graph provides an immediate picture of what is
past due, aging and on schedule.
3.7.4. Release 12.2.10

Release 12.2 V5.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Depot Repair Command Center 56
3.7.4.1. Repair Manager Dashboard
The Repair Manager Dashboard has been enhanced to include many more attributes than
were available in prior releases. New attributes have been added to both the Guided
Navigation and the Results table. Many of these new attributes are multi-assign attributes,
meaning they can have multiple values in one attribute field; for example, a single service
order can have multiple values for diagnostic codes, service codes, root cause codes, jobs,
RMAs or ship lines. Further, users can refine the data based on an individual value within
a multi-assign attribute. All new attributes have been applied to both the Open and
Resolved tabs on the Manager Dashboard.
Additionally, the “Push Model” now applies to closed orders as well as open orders. This
means that any service order attributes updated on the Resolved tab will immediately be
updated in the EBS transactional tables and also updated on all of the ECC Dashboards.
3.7.4.2. Repair Technician Dashboard

The Repair Technician Dashboard has been enhanced to include the same additional
attributes that were added to the Repair Manager Dashboard. These new attributes have
been added to both the Guided Navigation and the Results table. Many of these new
attributes are multi-assign attributes, meaning they can have multiple values in one
attribute field; for example, a single service order can have multiple values for diagnostic
codes, service codes, root cause codes, jobs, RMAs or ship lines. Further, users can refine
the data based on an individual value within a multi-assign attribute.
Additionally, the search box at the top of the Technician Dashboard page has been hidden
by default in the side navigation to improve visibility of the metrics and graphs regions.
3.8. Oracle Depot Repair Information Discovery

3.8.1. Overview
Depot Repair Information Discovery is a solution that allows users to track and manage
repairs and supplier warranty claims effectively. Service managers, operations managers
and repair technicians can leverage the functionalities offered by the Repair Order
Dashboard while claims managers and claims administrators can leverage the Supplier
Warranty Claims Dashboard to: manage performance of service centers, technicians,
partners and suppliers; identify and eliminate process bottlenecks, continuously improve
the speed, quality and cost of repairs; and improve supplier warranty claim recovery rate.
3.8.2. Support Update
• Oracle Premier Support for Oracle E-Business Suite Information Discovery Plus
products will end on December 31, 2021.
• Effective January 1, 2022, both 12.1 and 12.2 versions of the Oracle E-Business
Suite Information Discovery Plus products will move into Sustaining Support.
• Similar capabilities are available at no additional cost in Oracle Enterprise
Command Centers and other standard Oracle E-Business Suite 12.2 functionality.
• For more information, see the Oracle Lifetime Support Policy: Oracle
Applications.
3.8.3. V5
Depot Repair Information Discovery V5 provides the following features:
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Depot Repair Information Discovery 57
3.8.3.1. Expedite Late or Aging Repair Orders
The most profitable vehicle for service organizations is the service contract; however,
service organizations must have process discipline that allows aggressive delivery dates
and consistently meeting these dates or the contracts will not be profitable. The Depot
Dashboards provide the tools to ensure that orders are fulfilled on-time, including the
ability to view aging and late order information, the ability to re-assign work as needed to
meet dates, the ability to expedite part requests, and the ability to communicate
instructions across the service group.
3.8.3.2. Assign Unassigned Repair Orders

To meet due dates and to ensure work is performed with appropriate quality, service
managers must assign work to the right resource in the right circumstances. The Depot
Dashboards provide the ability to re-assign work as circumstances dictate, to view who
worked on a returned item the last time it came in and the ability to view unassigned
orders to make sure all are assigned in a timely manner.
3.8.3.3. Identify and Resolve Process Bottlenecks

Service organizations need visibility to the amount of time orders are spending in each
process step to identify which process steps are taking too long. The Depot Dashboards
provide visibility to time in status as well as reason for holds and for repeating process
steps is vital to improving overall turnaround time.
3.8.3.4. Identify and Resolve Quality Problems

Service organizations incur high costs if they fail to provide the requested service
correctly the first time. The Depot Dashboards provide visibility to repeat returns and
rework and the ability to analyze patterns related to specific technicians, groups, parts or
item so that quality issues can be resolved.
3.8.3.5. Evaluate Performance of Service Technicians, Groups and Divisions

Service managers need the ability to evaluate the performance of their teams and
technicians. The Depot Dashboards provide tools that allow them to view historical
performance compare performance to baselines and view trends.
3.8.3.6. Ensure Supplier Warranty Claims are Settled and Paid Expeditiously
Service organizations need the ability to submit claims and ensure that those claims are
processed quickly and paid in full. The Depot Dashboards provide the ability to view all
claims in process, expedite aging claims, communicate with suppliers, track supplier
communication, and provide additional information related to the part failure or service
work, and view the original language of the warrantee agreement in cases of dispute.
3.8.3.7. Ability to Evaluate Suppliers based on Product Quality and Claims

Settlement
Service organizations need to evaluate their suppliers for both the reliability of the parts
they provide as well as how well and how fast they honor their warranty commitments.
The Depot Dashboards provide visibility to supplier performance data, product quality
data and claims settlement data.
3.8.4. V7
Depot Repair Information Discovery V7 provides the following new features:
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Depot Repair Information Discovery 58
3.8.4.1. Ability to View Repair Costs and Revenue
Optimizing repair operations requires full transparency to all costs in the depot and the
service supply chain. The Service Order Dashboard now provides repair cost information,
including the breakout between material and labor costs. In addition, the Dashboard
provides information on revenue and the gross profit for repairs.
3.8.5. V8
3.8.5.1. Ability to View Repair Costs and Revenue Time Series Graph
A new tab has been added with graphs showing repair costs and revenues over time. Only
resolved orders are included in these graphs.
3.8.5.2. Ability to Mass Update Service Orders

The Service Order Results table has been enhanced to enable one or more records to be
selected and passed to the Service Order Mass Update page. On the Mass Update page,
the selected orders can then be updated using the standard functionality available on that
page.
3.8.5.3. Ability to Launch the Service Order Details Page from the Results Table
A new quick link has been added to the Service Order Results table to enable launching
the Service Order Details page in context of the selected service order line.
3.8.5.4. Ability to Filter Service Orders by Location with Map Interface

A new map tab has been added showing service inventory orgs. Users can click on the
service center location to filter the list of displayed service orders to only those linked to
the selected service center.
3.9. Oracle Email Center

3.9.1. 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.
3.9.2. Release 12.1.2
3.9.2.1. 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.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Email Center 59
3.9.2.2. 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.
3.9.2.3. 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 email’s 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.
3.9.3. Release 12.1.3
3.9.3.1. SSL Enabled Email Download Processor

The Email Center download processor can now connect to an SSL enabled port of the
mail server. This ensures the download of emails to email center application is secure and
in compliance with corporate network security regulations.
3.9.4. Release 12.2
3.9.4.1. Default Incident Address using Email Parser

If an incoming email contains the attributes of incident site number, incident site name,
item instance number, or item serial number and these attributes are defined in the email
parser associated with the auto create service request processing rule, then the incident
address will be derived from these attributes and defaulted in the subsequently created
service request.
3.9.5. Release 12.2.4
3.9.5.1. SMTP Authorization for Non-SSL email accounts

SMTP authorization for non-SSL email accounts can be enabled through setup. By
default, authorization is not required for non-SSL email accounts.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Email Center 60
3.9.6. Release 12.2.5
3.9.6.1. Derive Incident Address when automatically creating Service Requests

Service Requests, automatically created from incoming emails using the auto processing
rules, will now have their incident address defaulted. The system will parse the incoming
emails and derive the incident address using information in the email text such as site
number, site name, item instance number, serial number, or address fields.
3.9.6.2. Display Email Processor

The Email Center agent console search UI now includes a Processed-By column to
include the name of the agent who last performed an operation on the email. Agents and
supervisors will be able to track who last resolved a given email, deleted a given email
from an email account, and who sent a given outbound email.
3.9.7. Release 12.2.8
3.9.7.1. Create Service Requests with Multiple Contact Points

Email Center can now create service requests with multiple contact points during service
request creation. Email Center agents can provide both phone and email contact points,
and specify the primary contact point in the process. Prior to this enhancement, Email
Center could only specify one contact point when creating service requests.
3.9.8. Release 12.2.11
3.9.8.1. Create Service Requests using Service Request Templates

Email Center users can now create service requests by selecting a pre-defined service
request template. This feature will enable creation of standard templates for similar
service issues and reduce redundant date entry when creating service requests.
3.9.9. Release 12.2.13
3.9.9.1. Choose Mail Connectivity Protocols of Your Choice

Email Center Administrator can now choose the right connection security protocol for the
IMAP server associated to an email account. Supported values are STARTTLS, SSL/TSL
and None.
3.9.9.2. Support for OAuth 2.0 Email Accounts

Starting this release, Email Center allows customers to use email processing flow for
OAuth 2.0 enabled mail servers.
3.10. Oracle Field Service

3.10.1. 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
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Field Service 61
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.
3.10.2. Release 12.0.3 (RUP3)
3.10.2.1. Google Maps Integration

In this release, users can access Google Maps from the Dispatch Center and the Field
Tech Portal to display Technician and Task Locations. Color coding is used to display
task status and mouse over pop-ups display of task and tech details like address and task
type. All of the standard Google map functionality is available such as zooming in/out,
panning, scrolling, and printing. This map features does not require installation of spatial
data but does require purchase of a security key from Google.
3.10.3. Release 12.1.1
3.10.3.1. 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 technician’s 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
• View transaction history details for these sub inventories
Additionally, the Item LOV in the DebriefMaterialsInstall region has been enhanced
to include On Hand Quantity and Available Quantity to hold the technician debrief
accurately.
3.10.3.2. 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
3.10.3.3. 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.
3.10.4. Release 12.1.1+

3.10.4.1. 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
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. 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.
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,
3.10.4.2. 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
doesn’t 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.
3.10.5. Release 12.1.2
3.10.5.1. 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.
3.10.5.2. 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.
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 that 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.
3.10.6. Release 12.1.3

3.10.6.1. 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)
3.10.6.2. 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.
3.10.6.3. 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.
3.10.6.4. Portals: Field Service Report with Signature Capture Capability
In the Tech/Admin Portals, the Task Details UI has been enhanced to allow technician to
view a consolidated action report done for the task. This report displays Labor, Material,
Expense and attached notes and allows technicians to collect the signature from the
customer once they validate the report. This feature also allows technicians to generate
and email a pdf report to the customer. Implementers can create their own custom report
and replace the existing one using the profile “CSF: Default Task Report Template”.
3.10.7. Release 12.1.3+
3.10.7.1. Reschedule, Un-schedule, and Cancel Tasks that have received Customer
Confirmation
In prior releases, if a Task has its Customer Confirmation Status set to ‘Received’, the
menu options ‘Reschedule’, ‘Unschedule’, and ‘Cancel’ are disabled. Dispatchers have to
execute several steps to reset the Confirmation status to either ‘Required’ or ‘Not
Required’, before being allowed to perform these functions. With this enhancement,
Dispatchers can perform this functions on Tasks for which Customer Confirmation has
already been received and recorded.
3.10.7.2. Commit/Release Task while recording Customer Confirmation
In this release, the Customer Confirmation UI is enhanced to allow Dispatchers to release
(‘Commit’) the Task while recording receipt of customer confirmation.
3.10.7.3. Configure Shift Task Display in Dispatch Center
Until now, if a Technician works both in Regular and Standby Shift, then 4 shift Tasks
are displayed on the Plan Board. Dispatchers have an option to hide these Shift Tasks
interactively. They can choose to hide either Regular Shift Tasks or Standby Shift Tasks
or both. Once they close and re-open the Dispatch Center, however, the previous Shift
task display options selected are not retained. With this enhancement, Dispatchers can
configure shift Tasks display in the Dispatch Center through the profile ‘CSF: Display
Shift Tasks’. This profile is honored every time the Dispatch Center UI is launched.
3.10.7.4. Display Parts Shipping Information in Dispatch Center
Dispatchers will now be able to view the Spare Parts Expected Arrival Date, Warehouse,
Shipping Distance, Shipping Cost and the Method of Shipment in the Dispatch Center
Spares Tab. This information will enhance Dispatchers’ ability to communicate and
collaborate with warehouse personnel, customers and technicians in the field.
3.10.7.5. Mass ‘Unscheduling’ of assigned Tasks
Schedule Management screen in the Dispatch Center UI is now enhanced to provide
Dispatchers with the capability to ‘unschedule’ assigned Tasks from the trips of several
Technicians at once, within a specific date range.
3.10.7.6. Enhanced Technician Calendar, Shifts and Exception Management
Field Service Administrators now have the ability to setup repeating holidays (like New
Years Day and Christmas) as a single exception in the Calendar. The Generate Trips
program has been enhanced to honor these repetitive exceptions and prevent creating
Trips on those dates.
Schedule Management screen in the Dispatch Center UI has been enhanced so
Dispatchers can generate Trips for all their resources or for jus specific selected
resources. They can also select the Calendar and Shift Name to be used when generating
trips. Dispatchers also have an option to invoke Generate Trips concurrent program from
within the Dispatch Center, with the additional capability to select a Calendar and Shift
Name interactively.
3.10.7.7. Portals: Advanced Debrief – DOA, Unused Parts, Serial Tagging
The Tech, Admin and Third Party Portals Debrief UIs (and MFS Wireless) has been
enhanced to support debrief of Defective on Arrival (DOA) and Unused Parts. The
Debrief Posting program has also been enhanced to process DOA and Unused Parts
differently from parts debriefed as being installed into the customer site/equipment.
Return Routing functionality described in the next section can route/transfer these parts to
the appropriate return locations.
In addition, the SCM Serial Tagging functionality has been up taken in Debrief so service
providers need only capture serial numbers when installing/removing parts (instead of
having to also enter them every time a part moves in the supply chain).
3.10.7.8. Portals: Debrief Return Routing Engine Integration
The Tech, Admin and Third Party Portals Debrief UIs (and MFS Wireless) has been
integrated with the Return Routing Engine (new in 12.1.3) so the user can be instructed
where to return DOA, Unused and Defective Parts as soon as he/she saves the debrief
line. This new functionality can also transfer the parts to the appropriate Return
Location.
3.10.7.9. Field Service Technician Setup UI
A new HTML UI is provided so Administrators have a single UI to perform all on-

boarding setups and quick maintenance of existing setups including:
• User Name and Responsibilities
• Groups
• Territories
• Skills
• Inventory Locations
• Home and Ship to Addresses
• Calendar (Regular and Stand by)
3.10.7.10. Portals: Support Transfer Parts
The Trunk Stock management UI’s in Tech, Admin and Third Party Portals have been
enhanced to provide the ability to transfer parts from one technician’s sub inventory to
another technician’s sub inventory.
3.10.7.11. Portals: Part Replacement Validation

The Debrief Install Region has been enhanced to check whether the part being installed is
a valid replacement for the part being removed. The validation includes evaluating
whether the new part is supersession or a substitute for the defective part being replaced.
This validation is optionally done when the Replacement Debrief Line is saved (warning)
and again when it is posted (hard error).
3.10.7.12. Portals: Select Multiple Parts During Debrief Install

Debrief Install Region has been enhanced to allow users to select multiple Part Item
Numbers and then use them to default the Item Number on Install Debrief Lines. The
Material install region has been enhanced to support multi select so that the technicians
can select multiple inventory items during debrief install.
3.10.7.13. Portals: Enhance Debrief Availability Check to Include Un-posted

Debrief Lines
The Apply button logic (save record) present in the debrief install region has been
enhanced to provide additional validations:
• Check whether there is enough Available Quantity in the tech’s trunk stock
when saving a debrief record. Alert the technician with a proper warning
message if there is not enough Available Quantity.
• Check whether any other unsaved install records exist with the same item
number and if it does, make sure the total used quantity does not exceed
available Quantity in the trunk. Alert the technician with a proper warning
message if there is not enough Available Quantity.
• In case of serial control item, insure the serial number has not already been
entered on another debrief line. Alert the technician with a proper warning
message if there is an unsaved debrief record with the same serial number.
3.10.7.14. Portals: Maximum Number of Hours for Labor Debrief
New validation has been added to prevent technicians from creating Labor debrief with
unrealistic labor hours. In addition, the option to debrief time in the future has also been
enhanced to prevent technicians from entering unrealistic future hours. Two new profile
options are seeded to allow implementers to turn on/off these features.
3.10.7.15. Portals: New Task Views/Queries Parameters

This feature provides the ability to create Task Views (queries) using new criteria
including current week, current month, date range, and custom where clause.
3.10.7.16. Capture Block Trip Reason
Prior to this release, there was no option to capture the reason why Technician Trips were
blocked. In this release, Dispatchers can capture the reason (sick, vacation, training, etc.)
they are blocking a Technician’s Trip in the Dispatch Center. This can be done from
Task Right Click Menu and the Schedule Management user interface.
3.10.7.17. Advanced Task Find UI Multi Value Search Fields
In this release, Dispatchers can select multiple values in some of the search fields in the
Advance Find Task UI. For example, Dispatchers can search for Tasks in both Planned
and Assigned Status. Multiple Search Values are supported in Task Type, Task Status,
Task Priority, Task Owner, Task Assignee and Service Request Urgency search fields.
3.10.7.18. Task Right Click Menu Configuration
Previously there was no option to customize the Task Right Click Menu. So even if
certain menus were never used by the Dispatcher they are displayed in the menu. In this
release, Dispatchers can configure the menu to only display the options they need and in
the sequence they prefer.
3.10.7.19. Task List Summary Statistics
When Dispatchers run a Task Query in the Dispatch Center they would like to know how
many tasks were retrieved without having to scroll all the way to the bottom of a long list.
In this release, a button has been added to the Dispatch Center which invokes a popup UI
which displays the task count as well as task counts by Priority, Status and Customer
Name.
3.10.8. Release 12.2
3.10.8.1. Projects Related Fields in Dispatch Center
Dispatch Center UI has been enhanced to display projects related fields (read-only) in
Service Request Tab: Project Number, Project Name, Project Task Number, and Project
Task Name. The project information present in the SR header will be defaulted to the
Task Details. Advanced Find Tasks UI (Service Request Tab) is also enhanced to allow
Dispatchers to search Tasks based on Project Number and Project Task Number fields.
3.10.8.2. Auto create Install Debrief from Recovery/Return Debrief
In the Tech/Admin Portals, users can now automatically create a Part Install transaction
when entering a Part Recovery/Return which increases debrief reporting efficiency and
accuracy.
3.10.8.3. Search Recovered Item using Serial Number during Debrief Install
In the Tech/Admin Portals, the Debrief Install region has been enhanced provide ability
to search for recovered item and parent item Installed Base Records using serial number.
3.10.8.4. Ability to Enter Serial Number before Item Number during Debrief Install
In the Tech/Admin Portals, the Debrief install region has been enhanced to display Serial
Number at the row level. When the technician/administrator enters the serial number,
item number and item description will be backfilled.
3.10.8.5. Provide Ability to Receive Parts from Parts Tab
In the Tech/Admin Portals, the Parts Tab in Task Details UI has been enhanced to show
parts requirements in the show/hide region. Additionally, a new Receive button is
displayed on the Parts Tab to launch the Receive Parts UI which displays all orders
created for the task so the use can receive the parts.
3.10.8.6. Display Projects Related Fields in Task Details UI

In the Tech/Admin Portals, the Task Details UI has been enhanced to display projects
related five new fields (read-only) in service request region present in the Task Details
UI: Expenditure Organization, Project Number, Project Name, Project Task Number,
and Project Task Name. The project information present in the SR header will be
defaulted to all debrief lines (Labor, Material, and Expense). Line level project
information fields will be editable in order to allow technician to capture data if it is
different from SR header level information.
3.10.8.7. Provide Access Technician Setup UI
In the Tech/Admin Portals, the quick links region present in dashboard has been
enhanced to provide a link to access to Field Service Technician setup UI. Technician
setup UI allows administrators to assign Territories, Calendars, Skills, Address and Sub-
inventories to the individual technicians (on boarding).
3.10.8.8. Update Task Actuals based on Labor Service Activity Code
Service Activity Code Setup UI has been enhanced to add a new “Update Task Actuals”
flag. This will drive the automatic update of the Task Actual Dates instead of the hard
coded logic we had previously.
3.10.9. Release 12.2.4
3.10.9.1. Portals: Display Unassigned Tasks in Administrator Dashboard
Field Service Managers/Administrators have the ability to review all unassigned tasks (no
tech assigned and not schedule dates/times) owned by the groups in which administrator
is a member or owned by the administrator themselves. They can then schedule these
tasks (manually or use Scheduler UI) to the appropriate technicians.
3.10.9.2. Portals: View and Create Personal Tasks

The existing views present in Portal have been enhanced to display personal tasks.
Additionally, a new link ‘Create Personal Tasks’ has been seeded in the Quick Links
section on the dashboard to allow the technicians or administrators to create personal
tasks.
3.10.9.3. Portals: Integrate new Service Tasks UI
A new HTML Service Tasks UI was delivered in 12.2 which provide all of the task
functionality available in Forms. In this release, the Field Service Portals have been
enhanced to provide access to this new HTML Service Tasks UI instead of the old
generic Task Pages.
3.10.9.4. Portals: Integrate Field Service Portals with Inquira
The existing Knowledge base Search region in Portals Dashboards has been enhanced to
provide an option to launch the Inquira Knowledge Base UI.
3.10.9.5. Portals: Enhanced Task Details UI
This task details UI has been enhanced to allow users to copy task, view skills and time
zones.
3.10.10. Release 12.2.5

3.10.10.1. HTML Dispatch Center Dashboard (ADF Technology)
Dispatchers using the current forms based Dispatch Center user interface are unable to
monitor a large number of Technicians and the amount of information they can see is
severely constrained by the Forms technology. In order to address these concerns and to
make the Dispatch Center a single, yet powerful dashboard for all dispatching and
scheduling needs, a new HTML Dispatch Center Dashboard built on ADF technology is
introduced. This new Dispatch Center Dashboard takes advantage of real estate provided
by the bigger and better LCD/LED monitors available in the marketplace.
Dispatchers can see more Tasks and Technicians without horizontal and vertical
scrolling. All the interactive scheduling features and functions available in the forms
based Dispatch Center UI (Task List, Plan Board, Interactive Gantt and Map views,
Tabbed pages, etc) are retained and further enhanced. As the new dashboard is built
using the Fusion ADF technology, the user interface is easily navigable (with expandable
panes, context sensitive embedded analytics, etc.) and improved to provide richer user
experience. New UI supports personalization and extendable per user needs. It comes
integrated with the new HTML Scheduler UI built on ADF technology. In addition, this
new Dispatch Center contains embedded analytics to evaluate the quality of the field
service schedule being created by the Dispatcher.
3.10.10.2. Standardized Personal Task UI Functionality
Prior to this release, our various Personal Task UIs (Portals, Wireless, MFS and Dispatch
Center) had slightly different functionality.
In this release, Personal Task creation and management have been standardized in all of
our Personal Task UIs. They now all update Task Assignment Status and keep it
synchronized with Task Status. Task status transition rules are now consistently applied
when updating Task Assignment Status. Finally, our One-Time Address feature in now
available in all of our Personal Task UIs.
3.10.10.3. Portals: Uptake New Alta Skin and Simplified Menu
The Field Service Portal UIs have been enhanced to leverage new color schemes, fonts
and sizes from OAF. Additionally, based on a profile option, implementers can now
choose to render the quick links navigation as springboard icons on dashboard.
3.10.10.4. Portals: Enhanced Context Sensitive Flex Fields
The existing support for context sensitive fields has been enhanced to allow rendering
descriptive flexfield as popup within table/advance table to show different contexts in
each table row.
3.10.10.5. Portals: Capture and Post Time Entries to OTL
Both Debrief Labor Region and the Personal Task user interface have been enhanced to
display the new Field Service Time Card Flex Field which allows technicians to capture
time card related data (e.g. Labor Pay Code, Cost Center, etc.) while creating labor
debrief or personal task. This eliminates duplicate data entry and improves time reporting
efficiency and accuracy.
Existing debrief posting program creates corresponding time entries in OTL for the labor
hours (applied time). Similarly, the a new program is provided to create OTL time entries
for personal time (unapplied time) when the personal task is approved.
Alternatively, the feature allows customers to post the time entries to third party time
card and payroll systems by creating custom user hooks.
3.10.10.6. Date Time Picker Enhancements
Date Picker widget has been enhanced to allow Time Entry/Selection and is now
available in the following user interfaces;
• Labor start and end times in Debrief UI
• Schedule start and end times in Task Details UI
• Technician/Manager Dashboard
• Need by Date in Parts Requirement UI
3.10.10.7. Field Service: Smartphone Calendar Integration
Field Service and Personal Tasks can now be automatically downloaded to field
technician Smartphone/Tablet Calendars. This feature is currently available for iOS
devices and Android devices with the Google Calendar application. This integration
allows the field technician to exploit all of the cool features of these native calendars such
as driving directions, traffic notifications, maps, etc. In addition, the field tech can click
on a task and open it up in our Wireless Mobil Field Service Application for updates and
processing.
3.10.11. Release 12.2.6
3.10.11.1. View Preventive Maintenance Schedules
Currently, Call Center Agents, Dispatchers, and Field Technicians cannot easily see
planned maintenance activities and service requests. The only way to view the
Preventive Maintenance Schedule is to access cumbersome CRMO UIs.
In this release, we have created a new Service Preventive Maintenance Schedule UI that
can be easily accessed from the HTML Service UIs, Field Service Portals (via HTML SR
Page) and the Dispatch Center.
3.10.11.2. Portals: Task Status Transitions based on Task Type
CRM Setups have been enhanced to associate Task Status Transitions and Allowable
Task Creation Statuses with Task Types (or Task Type/Responsibility Combinations).
All of the Portal UI’s that expose the Task Status fields are enhanced to use these new
setups to control what Statuses are displayed when creating or updating Tasks. This
allows customer to have different Task Lifecycles so, for example, a Field Service Task,
a Depot Repair Task and a Personal Task can all have their own statuses/transitions.
3.10.11.3. Portals: Multiple Products on Service Request

The Field Service Technician Portal Debrief Region has been enhanced to allow the field
tech to report/debrief labor, parts and expenses against the specific product or component
he/she worked on from the list of Product captured on the Service Request HTML UI
3.10.12. Release 12.2.7
3.10.12.1. Portals: Warning Message when Debrief Labor is significantly different

than Estimated Effort
Portals: A new validation has been added to compare debriefed labor time against the
estimated effort on the associated Task. A warning message is displayed when debriefed
labor is outside of the Task Effort Range defined in a profile. This feature is also
available in R 12.1.3+, 12.2, 12.2.4, 12.2.5 and12.2.6.
3.10.12.2. Consolidated View on Field Service report

Portals: The task details region has been enhanced to provide a consolidated view of all
the tasks along with the complete labor, materials and expense debrief information on a
single page when the user clicks on report icon in Field Service Administrator Portal.
Additionally, the task list region in the dashboard has been enhanced to render SR report
and Task report icons. These features are also available in R 12.2.4, 12.2.5 and12.2.6.
3.10.12.3. Portals: Ability to self assign Tasks in Administrator Portal

The task list region in Field Service Administrator Portal has been enhanced to allow
users to self assign tasks from the task list with a single click. If the task is already
assigned, the user has the option to add himself to the task or reassign the task to himself.
This feature is also available in R12.2.4, 12.2.5 and12.2.6.
3.11. Oracle Field Service Command Center

3.11.1. Overview
Oracle E-Business Field Service Command Center is a solution that allows users to
proactively monitor field service tasks and effectively manage field workforce utilization
to achieve maximum customer satisfaction. Field operations managers can leverage the
features offered by Tasks Summary Dashboard in Field Service Command Center to
proactively handle operational risks and avoid service penalties. With the powerful
search, guided navigation and the ability to drilldown to E-Business Suite transaction
pages, field service organizations can improve compliance with service level agreements
by quickly finding jobs that are at risk of missing contractual resolution date expectations
and mitigate the risks by taking appropriate actions. In addition, the dashboard will help
Field Service operations managers to prioritize and monitor workload, find out where the
operational deficiencies are, which technicians are performing well or badly and what
parts are required for upcoming jobs and why.
The Oracle Field Service Command Center is available at no additional cost to licensed
users of Oracle Field Service. It can be applied to Release 12.2.4 and above.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Field Service Command Center 72
Field Service Command Center Tasks Summary Dashboard provides the following
features:
3.11.2. Release 12.2.9++
3.11.2.1. Improve Service Level Agreement compliance

Having quick visibility to all tasks at risk, tasks that are delayed or have missed SLA
based resolution times , and having the tools to communicate, remove bottlenecks, re-
schedule and release Tasks to the field in a timely manner enables a field service
organization to minimize violation of contractual obligations and penalties for missed
SLAs.
3.11.2.2. Handle operational risks proactively

The Tasks Summary Dashboard provides Field Service Operations managers with
information on Tasks with high probability of SLA violation or already in violation
contractual obligations, as well as the tools needed to expedite, resolve and reschedule
Tasks in real time, if necessary. Managers will have a comprehensive view of field
activities across geographies they are responsible for, and if required, can focus on a
specific state/city or even to a specific customer.
3.11.2.3. Enhance Workforce Performance

Metrics and Key Performance Indicators (KPIs) of Task and Technician performance like
First Time Fix Rate, Tasks started and finished on-time, and Tasks per Technician, etc.,
provide critical insights into the operational efficiencies, which may also reflect the
measure of customer satisfaction. Providing field service administrators the visibility
into task and Technician status in real time and any operational bottlenecks, along with
the necessary tools to expedite Task execution and resolve issues in the field empowers
the decision makers to streamline operations. They can identify the root causes and
responsible parties. They can take corrective or preventive actions based on the insights
gained. Field Service Managers can monitor the performance of technicians and third
party service providers to reward good performance and address any performance
deficiencies.
3.11.2.4. Continuously monitor and improve response times and service quality
The Tasks Summary Dashboard enables a field service organization to monitor
operational bottlenecks, rework, and poor quality performance. This will allow managers
to track down root causes for these operational deficiencies and initiate appropriate
remedial measures.
3.11.3. Release 12.2.11
3.11.3.1. Task Update UI

Task Summary Dashboard now includes a pop-up UI so users can quickly update key
task attributes. The task record is updated in the database and the changes are reflected on
the dashboard automatically. This provides a near real-time view of data on the
dashboard.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Field Service Command Center 73
3.11.4. Release 12.2.11+
3.11.4.1. Field Service Charges Dashboard

Service Charges ECC content is now made available as a separate dashboard in this
release. This dashboard displays all charge lines created for Field Service business
process.
3.12. Oracle Field Service Information Discovery

• Effective January 1, 2022, both 12.1 and 12.2 versions of the Oracle E-Business Suite
Information Discovery Plus products will move into Sustaining Support.
• Similar capabilities are available at no additional cost in Oracle Enterprise Command
Centers and other standard Oracle E-Business Suite 12.2 functionality.
• For more information, see the Oracle Lifetime Support Policy: Oracle Applications
3.12.2. Overview
Oracle E-Business Field Service Information Discovery, formerly known as Oracle
Endeca Extension for Field Service is a solution that allows users to proactively monitor
field service tasks, effectively manage field workforce utilization, and efficiently control
spare parts inventories, to achieve maximum customer satisfaction. Field operations
managers and field service technicians can leverage the functionalities offered by Tasks
and Parts Dashboards, while Field service administrators can leverage the Administrator
Dashboard. With the powerful search, guided navigation and drilldown capabilities of
Field Service Information Discovery, field service organizations can improve compliance
with service level agreements by quickly finding opportunities to load balance field jobs
and increase daily throughput.
Field Service operations managers need to know how best to prioritize and monitor
workload, where operational deficiencies exist, which task debriefs have not been
reviewed and submitted for invoicing, which technicians are performing well or badly
and which spare parts are being used heavily or not used at all, and why.
Field Service Information Discovery provides the following features:
3.12.3. V4
3.12.3.1. Identify exceptions, escalations and Tasks in jeopardy by Geography or

Customer
The Endeca Extension for Field Service provides Field Service Operations managers with
information on Tasks with high probability of SLA violation or already in violation
contractual obligations, Tasks that are escalated and/or unattended to; as well as the tools
needed to expedite, resolve and reschedule Tasks in real time, if necessary. Managers will
have a comprehensive view of field activities across geographies they are responsible for,
and if required, can focus on a specific state/city or even to a specific customer.
3.12.3.2. Track Task and Technician Performance Metrics

Metrics and Key Performance Indicators (KPIs) of Task and Technician performance like
First Time Fix Rate, Tasks started and finished on-time, and Tasks per Technician, etc.,
provide critical insights into the operational efficiencies, which may also reflect the
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Field Service Information Discovery 74
measure of customer satisfaction. These KPIs will help service organizations to
benchmark operational performance across regions, identify opportunities for
improvements and make informed timely decisions.
3.12.3.3. Continuously monitor and improve response times, service quality and
cost of service
Business intelligence tools for Field service enable a field service organization to monitor
operational bottlenecks, rework, repeat site visits, issues with spare parts and poor quality
performance. This will allow managers to track down root causes for these operational
deficiencies and initiate appropriate remedial measures.
3.12.3.4. Review, update and submit debrief faster for creating charges and invoices
Field Service Administrators can proactively work towards achieving their revenue goals
by identifying Tasks with incomplete or pending debrief. They can review, update and
finalize debriefs so that charges can be submitted and invoices generated in a timely
manner.
3.12.3.5. Reduce violation of SLAs, contractual obligations and penalties

Having visibility to all open Tasks, accurate status, escalations and SLA based response
times and having the tools to communicate, remove bottlenecks, re-schedule and release
Tasks to the field in a timely manner enables a field service organization to minimize
violation of contractual obligations and penalties for missed SLAs.
3.12.3.6. Enhance Workforce Performance

Providing field service administrators the visibility into task and Technician status in real
time and any operational bottlenecks, along with the necessary tools to expedite Task
execution and resolve issues in the field empowers the decision makers to streamline
operations. Field Service operations managers have visibility to repeat same site visit,
rework and excessive travel. They can identify the root causes and responsible parties.
They can take corrective or preventive actions based on the insights gained. Field Service
Managers can monitor the performance of technicians and third party service providers to
reward good performance and address any performance deficiencies.
3.12.3.7. Track spare parts usage and quality issues

By tracking the spare parts usage in the field, field service warehouse and logistics
coordinators can identify trends of excessive usage of any specific spare parts and narrow
down issues in a specific region or a warehouse or with specific field technicians. They
can also track parts frequently flagged as ‘dead or defective on arrival (DOA)’ and
address any quality issues with the suppliers and initiate necessary claims to recover
entitled warranties on those spare parts.
3.12.3.8. Manage Warehouse Inventories and Reduce Spare Part Backorders

Field Service Warehouse and Logistics coordinators can proactively identify and manage
backorders for spare parts. By gaining insights into the inventory levels across spares
supply chain, they can facilitate parts movement to avoid any excessive stock piling in
some locations, and at the same time, minimize any backorders in other locations.
3.12.4. V6
3.12.4.1. Renamed to Field Service Information Discovery

Starting with V6, Oracle Endeca Extension for Field Service is renamed to Oracle Field
Service Information Discovery.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Field Service Information Discovery 75
3.12.5. V7
3.12.5.1. Support Parts Only Tasks

The task summary dashboard in Field Service Information Discovery has been enhanced
to provide the option display non-field service tasks. This was done to support customers
who create Service Request Tasks to manage their customer service logistics process
when it is executed by Dispatcher instead of Call Center Agents.
3.13. Oracle iSupport

3.13.1. 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.
3.13.2. Release 12.1.1
3.13.2.1. 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.
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.
Motorola’s 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.
3.13.3. Release 12.1.2
3.13.3.1. 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.
3.13.4. Release 12.2
3.13.4.1. Uptake Publish Flag in iSupport

The service request has a flag “Publish” that can be set using the Service Request Form
and Customer Support HTML UI. In previous releases, Oracle iSupport did not honor
this flag when displaying the service requests to users. In this release, the system can be
configured to display only the published service requests to iSupport users.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle iSupport 76
3.13.5. Release 12.2.4
3.13.5.1. Contract Entitlement Control

The automatic contract entitlement on service request creation can now be enabled or
disabled through setup for service requests created through iSupport. In earlier releases,
automatic entitlement is always done when service requests are created from iSupport.
3.13.5.2. Display of Task Notes and Task Dates for tasks related to service requests
The scheduled, planned, and actual dates for service request tasks can now be displayed
under Resolution Actions region of the service request details page. Published task notes
can also be accessed in this region.
3.13.6. Release 12.2.5
3.13.6.1. Integration with Oracle Knowledge (Inquira)

In this release, a new integration with Oracle Knowledge (Inquira) allows iSupport users
to search knowledge stored in Oracle Knowledge. Service organizations now have an
option to use Oracle Knowledge instead of the existing EBS CRM Knowledge
Management application.
3.13.6.2. Search Asset by Asset Location during Service Request creation

When creating service requests, iSupport users can now easily search for an asset/product
based on the asset/product location. The user entered search string is matched against
each address component including Street Address, City, State, Province, Postal Code and
Country.
3.13.6.3. Restrict Access to Service Requests by Service Request Type

Based on setup, the self-service users can be restricted from accessing the service
requests whose service request type is not assigned to the user’s responsibility. The list of
service request accessed from the Service Request Bin and Service Request Quick Links
Bin on the iSupport home page, Search Service Request page, and Quick Find will now
comply with this security restriction. This new security policy will work in conjunction
with other security policies already available in the application.
3.13.7. Release 12.2.9
3.13.7.1. Internal Service Request Security Enhancements

This enhancement provides additional ways to controls access to Internal Service
Requests. There are two new permission levels supported: View all Internal
Service Requests and View only Service Requests where the user is a Contact.
3.13.7.2. Enable users to de-activate Service Request Contacts

An Inactive checkbox has been added to the Update Contact UI so iSupport users
can de-activate Contacts like can be done in TeleService Service Request UIs
3.13.7.3. Expose Customer Purchase Order Number

Allow the user to see and update the Purchase Order on the Service Request to
that it prints correctly on any invoice generated from the Service Request
Charges.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle iSupport 77
3.13.7.4. Synonym match in Knowledge Management Page
In the Knowledge Management page integrated with iSupport, Fuzzy and
Synonym search options are now supported. This feature is already available in
agent facing Service Request HTML pages
3.14. Knowledge Management

3.14.1. Release 12.1.2
3.14.1.1. 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.
3.14.2. Release 12.2
3.14.2.1. Support of additional Search methods such as Fuzzy and Synonym match
for knowledge search
A support for additional search methods for searching knowledge such as Fuzzy and
synonyms match are enabled in this release making it easier to search knowledge.
3.14.3. Release 12.2.4
3.14.3.1. Single page solution authoring

The solution authoring UI has been streamlined to allow the creation and update of
solutions using a single page, minimizing the need to navigate to multiple pages to
complete the task.
3.15. Oracle Mobile Field Service

3.15.1. 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.
3.15.2. Release 12.0.3 (RUP3)
3.15.2.1. Scheduled Task Notification

A seeded Oracle Workflow has been provided to send important task related notifications
to field technicians. This extendable Workflow supports the three notifications listed
below as email, SMS or Workflow Message:
 New Task Assignment
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Knowledge Management 78
 Task Assignment Delete or Cancel
 Task Reschedule
3.15.3. Release 12.1.1
3.15.3.1. Store and Forward Laptop - 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
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
3.15.3.2. Store and Forward Laptop - 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.
3.15.3.3. Store and Forward Laptop - Open Service Request against any Product
owned by the Technician’s 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 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.
3.15.3.4. Store and Forward Laptop - File-based Synchronization Option
Some Mobile Field Service customers 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).
3.15.3.5. Wireless - 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
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Mobile Field Service 79
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.
3.15.3.6. Wireless - 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).
3.15.3.7. Wireless - 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
3.15.4. Release 12.1.2
3.15.4.1. Store and Forward Pocket PC - Mobile Queries
The ability for technicians using offline (store and forward) MFS devices to run queries
against the enterprise database has been added. 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.
3.15.4.2. Store and Forward Pocket PC - 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.
3.15.4.3. 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.
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).
3.15.4.4. 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
3.15.4.5. 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, it’s Item Number
and Contracts are added SR on the enterprise data base and downloaded to the mobile
device during the next synchronization.
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.
can’t be traveling to or working at 2 different sits at the same time).
3.15.5. Release 12.1.3
3.15.5.1. Store and Forward - Email Query (Phase 1: Field Service Functions)
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 technician’s
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.
3.15.5.2. Wireless - 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.
3.15.6. Release 12.1.3+
3.15.6.1. Store and Forward - Email Query (Phase 2: Spares Commands)
Existing Mobile Query Engine (available in all devices that supports email) has been
enhanced to support the following Parts related commands:
• Partinfo: This command allows technicians to view following Item attributes:

Item, Description, Recovered part Disposition, Item Revision, Lot control,
Locator control, Serial Control, IB Trackable
• Partsub: This command allows technicians to view following information about
substitute item: Supplied Item, Description, Item Type, Substitute Item,
Description, Source Org, and Source Sub-inventory
• Partavail: This command allows technicians to view following information:
Item, Description, Item Type, Quantity, Source Org, Source Subinventory,
Source Type, and Distance
• Partrtninfo: This command allows technicians to view following information:
Item Name, Description, Org, Disposition, Revision, Locator, Subinventory,
Location Control, Lot Control, Serial Number control, IB Trackable
Additionally, some existing commands are enhanced to increase the usability.
3.15.6.2. Wireless - Advanced Debrief and Returns Routing Integration
Debrief UI has been enhanced to support Defective on Arrival (DOA), Parts Unused, and
Serial tagged items. Additionally, debrief UI has been enhanced to support Return
Routing Rules as well as debrief posting in real time.
3.15.6.3. Wireless - Support for Transfer Parts
This feature allows technicians to transfer parts from their sub inventory to another
technician’s sub inventory.
3.15.6.4. Wireless - Enhanced Debrief Flow
Wireless application has been enhanced to allow technicians to execute debrief flow
much faster and efficiently. In addition, optimized design reduces the data transfer
between device and the server over the network which in turn reduces the cost. The new
design allows technicians to do the following:
Scan multiple Item Number or Serial Numbers using built-in bar code scanners and drive
debrief flow (it can be either installing parts at the customer site or recover parts from the
customer site) based on scanned Item Numbers or Serial Numbers
Default parts from the parts requirement attached to the task that allows faster debrief
with less data entry errors
3.15.6.5. Wireless - Support for Special Address Creation
A new value “Special Address” has been added to the address type drop down. This
allows technicians to create Special Address just like is available in the HTML Parts
Requirement UI.
3.15.6.6. Wireless -Validation to Ensure Installed Item matches Returned Item
Debrief install region has been enhanced to validate whether the part being installed is
similar to the part being replaced. The validation includes evaluating whether the new
part is supersession or a substitute for the defective part being replaced. This validation
will be done when the Replacement Debrief Line is saved and again when it is posted.
3.15.6.7. Wireless - Technician Self Scheduling
This feature allows technicians to view and schedule unassigned tasks that belong to their
Group. Technicians can also assume the ownership of their coworker’s tasks which are
not yet started.
3.15.6.8. Wireless - Service Request Report

This feature allows the technicians to view a consolidated action report for all the tasks
associated to the service request. This report can be generated in a PDF format and sent
to the customer.
3.15.6.9. Multi Platform - Initial Release
This paragraph introduces our new EBS MFS Multi Platform Application which is
supported on 12.1.3 and later releases. This application has been developed using
Oracle’s Mobile Applications Development Framework technology (HTML5 and Java)
which allows most code to be reused on multiple mobile operating systems. The first
release of this new application supports iOS and Android devices.
This new application provides all of the basic field service functions offline and certain
data intensive functions (like parts inventory search) when the device is connected. The
application runs in hybrid mode and leverages native device features (Camera, Voice)
and touch screen capabilities thereby providing intuitive and easy to use user interfaces.
3.15.6.10. Multi Platform - Automatic Synchronization

Automatic synchronization provides the ability to synchronize the client data in the
background whenever the device data changes on the client side or when the device that
was previously offline detects a connection. Implementers have the ability to set auto-
synch interval based on the user preference. The design allows a visual indication on the
screen whenever auto synch is initiated in the background. This feature allows provides
the ability to notify Field Service Engineer if the data is not synchronized with the server
for a given period of time.
3.15.6.11. Multi Platform - Support for Expense Debrief
This feature provides the ability to capture expense debrief during task progression. A
new Expense menu item is displayed in the Task Details Screen. Additionally, Action
menu present in Task Details is enhanced to display new menu Expense in addition to the
existing Travel, Labor, Install, and Return options.
3.15.6.12. Multi Platform - View and Create Personal Tasks

This feature provides the ability to view, create and update personal tasks to block out
time for doctor appointments, meetings, vacation, etc.
3.15.6.13. Multi Platform - Follow-up Tasks in Multi Platform

This feature provides the ability to create Follow-up tasks in cases when the technician
cannot finish the task due to lack of parts, skills, or time.
3.15.6.14. Multi Platform - Field Service Report and Signature Capture
The Task details screen has been enhanced to allow technician to view a consolidated
action report for the task. This report displays service request, customer, debrief and
notes associated with the task. It also allows technicians to collect the signature from the
customer once they validate the report. The technician can also email a pdf report to the
customer.
3.15.6.15. Multi Platform - Attachments Support
This feature provides the ability to create and view attachments for the specific task.
These attachments can be in form of images, audio, video, documents, pdf and
hyperlinks.
3.15.6.16. Multi Platform - Create Service Request
Technician can create a new service request against installed equipment, Site, and
Account while they are at a customer site.
3.15.6.17. Multi Platform - Alta Skin and iOS64 bit/Android 5.0 Support
Alta Skin provides the same look and feel across all Oracle applications which help to
position the application in line with the way the industry evolution in today’s line of
business. Additionally, the product is now certified on iOS 64 architecture and Android
5.0.
3.15.6.18. Multi Platform - Support for Tablets and Laptop
The Multi Platform application is now available on iOS and Android tablets and
Windows laptops. The iOS and Android tablet apps are available for the technicians to
download from app stores, and our windows app supports the enterprise deployment
model bringing all the rich functionality of Mobile Field service to mobile laptops. The
Multi Platform app uses the Mobile Application Framework regardless of the operating
system and various form factors (Smartphone, tablet or Laptop) giving them consistent
user experience.
3.15.6.19. Multi Platform – Laptop Enhancements Forward Ports
The Multi Platform application for Windows based laptops has been enhanced to support
the following features:
• Multiple field resources using the same laptop: Allow all members of a Resource
Group to work on a single laptop
• Open Service Request against any Product owned by the Technician’s
Customers. Download program has been enhanced to download all products for
customer locations mapped to the Field Tech.
• Manager’s Dashboard: Allow 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
3.15.6.20. Multi Platform - Support for Software Development Toolkit

The Multi Platform application has been enhanced to provide support for customizations
to be performed by our customers using the SDK (Software Development Kit). The scope
of the SDK at this point is to allow for the hiding or showing the standard data fields,
adding custom data fields and adding custom validation rules, through use of custom
hooks.
3.15.6.21. Multi Platform – Capture and upload GPS Locations
Multi Platform Smartphone, Tablets and Laptop application has been enhanced to
uploaded device GPS Location to the EBS Enterprise Applications. Previously, we only
captured GPS Locations from third party GPS Vendors and not directly from the Mobile
Devices. Tech GPS Location is used to display tech location on map, emergency tasks
scheduling, and to search for spare parts.
3.15.6.22. Wireless – Capture and upload GPS Locations
Wireless MFS application has been enhanced to uploaded device GPS Location to the
EBS Enterprise Applications. Previously, we only captured GPS Locations from third
party GPS Vendors and not directly from the Mobile Devices. Tech GPS Location is
used to display tech location on map, emergency tasks scheduling, and to search for spare
parts.
3.15.7. Release 12.2

3.15.7.1. Wireless - Auto Create Install Debrief during Recovery/Return Debrief
Users can now automatically create a Part Install transaction when entering a Part
Recovery/Return which increases debrief reporting efficiency and accuracy.
3.15.7.2. Wireless - Provide Ability to Receive Parts from Parts Requirement

Screen
Parts Order screen and context sensitive action menu on the Task Details UI has been
enhanced to display a new “Receive” button. Upon tapping the receive button, existing
Receive Parts screen will be launched and all orders that are created for the task will be
displayed. Technician will have the ability to select the order using the check box and
click “Receive” button in order to receive the order. A confirmation message will be
displayed once the receipt transaction completes successfully
3.15.7.3. Wireless - Enhanced UI Configuration Options
The Preference screen has been enhanced to display additional fields on the Task list
screen. Additionally, the task display LOV will now contain the following additional list
of fields to display on the task list screen:
• Duration
• Priority
• Task Subject
• SR Number
3.15.7.4. Wireless - Ability to Set the Profile ‘Client Time zone’ in the Device
Preferences screen has been enhanced to provide technicians the ability to set the profile
‘Client Time zone’ of which all Dates/Times on the Wireless UIs are rendered.
3.15.7.5. Wireless - Field Service Report with Signature Capture Capability
The Task Details screen has been enhanced to allow technician to view a consolidated
action report done for the task. This report displays Labor, Material, Expense and
attached Notes and allows technicians to collect the signature from the customer once
they validate the report. The technician can also email a pdf report to the customer.
Implementers can create their own custom report and replace the existing one using the
profile “CSF: Default Task Report Template”.
3.15.7.6. Wireless - Ability to Trigger Context sensitive mobile query from Task
Details Screen
Enhanced mobile query feature allows users to execute context sensitive queries from
task details screen.
3.15.7.7. Wireless - Display Projects Related Fields in Task Details Screen
Task Details UI has been enhanced to display projects related five new fields (read-only)
in service request region present in the Task Details UI: Expenditure Organization,
Project Number, Project Name, Project Task Number, and Project Task Name. The
project information present in the SR header will be defaulted to all debrief lines (Labor,
Material, and Expense). Additionally, users has the ability to change the project details at
debrief line level.
3.15.8. Release 12.2.4

3.15.8.1. Wireless - View and Create Personal Tasks
The existing views present in Wireless have been enhanced to display Personal tasks.
Additionally, the technicians also have the ability to create, update Personal tasks.
3.15.8.2. Wireless - FS Managers Dashboard
A new Admin dashboard screen has been designed to allow Field Service Wireless
administrators to manage their groups from their smart phones. This feature is similar to
the functionality present in the Field Service Administrator Portal:
• View Tasks assigned to the group/territory or individual task assigned to the Field
Service technicians belonging to the group
• Reassign the existing tasks to one of the group/territory member using manual mode
• Create, update and post debrief on behalf of the technicians
• Create and Order Parts on behalf of the technicians
• Return Excess and Defective parts on behalf of the technicians.
• Receive parts on behalf of the technicians
3.15.9. Release 12.2.5
3.15.9.1. Wireless: Enhanced UI and Navigation for Smartphone
The layout of the existing Wireless menus has been replaced with the slide out
springboard layout. Using the preferences screen, users can set the springboard or a
predefined task list view to default when the Wireless application is launched. The
context sensitive Actions menu across all user interfaces has been moved to upper right
corner.
3.15.9.2. Multi Platform – OTL integration
The Debrief Labor Region has been enhanced to display a new Field Service Time Card
Flex Field which allows technicians to capture time card related data (e.g. Labor Pay
Code, Cost Center, etc.) while creating labor debrief lines. The Debrief Posting Program
has been enhanced to automatically create Time Card Entries using this new Time Card
Flex Field and other Labor Debrief data. This eliminates duplicate data entry and
improves time reporting efficiency and accuracy.
3.15.9.3. Multi Platform – Quality Data Capture
Multi Platform Smartphone, Tablets and Laptop applications have been enhanced to
provide integration to quality data using the Descriptive Flex Fields (DFF’s). Using
custom built screens, technicians will have the ability to capture quality data specific to
certain task. The mobile schema has been enhanced to download the new table
‘CSM_QUALITY_PARAMETERS’ to store the quality data. Upon synchronization,
this data will be moved to the enterprise
3.15.9.4. Multi Platform – Capture and Upload GPS Locations
Multi Platform Smartphone and Tablets applications have been enhanced to upload
device GPS Location to the EBS Enterprise Applications. Previously, we only captured
GPS Locations from third party GPS Vendors and not directly from the Mobile Devices.
Tech GPS Location is used to display tech location in the Dispatch Center Map and to
schedule emergency tasks and to search for spare parts.
3.15.10. Release 12.2.6

3.15.10.1. Decommission MFS Windows/Windows Mobile with O-Lite Database
The Oracle-Lite version of Oracle Mobile Field Service for Windows and Windows
Mobile (Laptop and PPC) has been decommissioned in this release. The Oracle Lite
based software will no longer be available for deployment. Mobile Field Service (Store
and Forward) Windows Mobile OS Devices (Laptop and PPC) based on Oracle Lite/
Mobile server has been replaced by MFS Multi Platform Smartphone, Tablets and
Laptop. As such the Store and Forward PPC and Laptop Application with Oracle Lite
Database are obsolete.
3.15.10.2. Task Status Transitions based on Task Type

CRM Setups have been enhanced to associate Task Status Transitions and Allowable
Task Creation Statuses with Task Types (or Task Type/Responsibility Combinations).
All of the Multi-Platform MFS UIs that expose the Task Status fields are enhanced to use
these new setups to control what Statuses are displayed when creating or updating Tasks.
This allows customer to have different Task Lifecycles so, for example, a Field Service
Task, a Depot Repair Task and a Personal Task can all have their own
statuses/transitions.
3.15.11. Release 12.2.7
3.15.11.1. Wireless: Warning Message when Debriefed Labor is significantly

different than Estimated Effort
A new validation has been added to compare the actual effort against the estimated effort
in the Task. This validation will compare actual effort with estimated effort and display a
soft warning if the specified labor hrs fall short/or exceed this range. This feature is also
available in R 12.1.3+, 12.2, 12.2.4, 12.2.5 and 12.2.6
3.15.12. Mobile Release 10 – Client Version 10.0.0
3.15.12.1. New App Built with the Apache Cordova Framework
Oracle Mobile Field Service, available on app stores as Oracle Mobile Field Service has
been rebuilt using the Apache Cordova Framework. The new app is available for both
iOS and Android app stores as ‘Oracle Field Service for EBS’ and supports Oracle E-
Business Suite Releases 12.1.3 and 12.2 (12.2.3 and later). This version replaces the
previous version of the app that was built with Oracle Mobile Application Framework
(MAF).
The MAF-based version of the app will be supported until July 1st, 2024, only, hence we
recommend customers to plan upgrade to ‘Oracle Field Service for EBS’ prior to that.
For details, see Oracle E-Business Suite Mobile Apps, Release 12.1 and 12.2
Documentation Index, My Oracle Support Document 1641772.1.
3.16. Oracle Service Contracts

3.16.1. Release 12.1.1
3.16.1.1. Service Contract Import Program

Oracle Service Contracts now offers a feature to import Warranties, Extended Warranties,
unbilled or fully-billed Service Contracts and intangible Subscription Contracts. This
capability allows a service contract to be captured from an external system. Once the
service contract has been imported, Oracle Service Contracts can be used for Entitlements
and Billing.
3.16.2. Release 12.1.3+
3.16.2.1. Service Contract Renewal Performance Enhancements
3.16.2.1.1. Date Assembler Changes
Currently when a large number of service contracts expire on the same date and
simultaneously need renewing, it can take a long time for the renewal process to
complete. To improve the performance of the service contract renewal process, the
Date Assembler Workflow Manager feature controls the number of service contracts
to be processed concurrently for renewal.
Instead of creating a workflow process for each service contract to be renewed, the
date assembler will insert the details into an interface table and then specific numbers
of workflow processes are created to process the renewal. A new concurrent request
“Service Contracts Date Assembler Workflow Manager” has been introduced to fetch
data from the above mentioned interface table and create the workflow processes for
service contract renewals. The number of records to be fetched is controlled by a new
profile option “OKS: Date Assembler Workflow Queue Size.”
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Service Contracts 89
3.16.2.1.2. Re-Pricing enhancements
Oracle Service Contracts has made performance enhancements to the re-pricing of
service contracts during contract renewal.
• Re-price in bulk mode: Bulk mode features will be leveraged to re-price
service contracts. A new profile option “OKS: Use Bulk Loading for Line
Re-price” has been introduced to enable bulk mode re-pricing.
• Re-price in concurrent mode: If the number of lines/sub lines crosses the pre-
defined threshold value, service contracts will be re-priced in concurrent mode.
The threshold is controlled by a new profile option “OKS: Subline Threshold
Value to Launch a Concurrent Program.” When the number of lines/sub lines
cross this threshold then the re-pricing will be done through a concurrent
request to improve the pricing performance. This feature is also available for
manual/automatic renewal processes.
3.16.2.2. Performance Enhancements to Main Billing Program for Usage
Contracts
Oracle Service Contracts has made performance enhancements to the pricing of usage
contracts during the Main Billing Program. When there are a large number of usage lines,
then the Advanced Pricing engine will be called in bulk mode for the eligible lines.
New profile options have been introduced to manage this process:
• OKS: Call QP In Bulk Mode for Usage Line Billing to enable calling the Advanced
Pricing engine in bulk mode
• OKS: Skip QP call in Usage for Zero Quantity to determine whether zero quantity
lines are interfaced to Advanced Pricing
• OKS: Number of Child Requests for Service Contracts Main Billing to control the
number of child requests to be spawned. The default value is 30 in order to
maintain backward compatibility.
3.16.2.3. Mass Update Tool
A new Mass Update Tool, which is available from the Service Contract Authoring form,
can help users manage service contracts with a large number of lines/sub lines. Users can
sort and then update individual lines or a group of lines – such as all lines, all lines for a
configuration, or all lines for a given serial number. Changes are processed in the
background, so that the user can immediately continue onto their next task.
3.16.2.4. Prevent Deletion of Line/Sub line during Contracts Renewal
Oracle Service Contracts has introduced the ability to disallow deletion of lines/sub lines
during contracts renewal to improve contract revenue leakage analysis. When the customer
does not want to continue a service, the line/sub line should be cancelled during the renewal
process. Disallowing deletion of renewed lines/sub lines will ensure users are properly
cancelling lines/sub lines. Administrators and management have the ability to configure
which users will not be allowed to delete lines/sub lines during contract renewal process.
This is managed using the profile “OKS: Delete Renewed Contract Lines or Sublines.”
When the profile is set to ‘No’, then the user will be required to cancel lines using an
appropriate status value along with an appropriate reason for cancelling the line.
3.16.2.5. Carry Over Self-Service Decline Code onto Service Contract Cancellation
Reason
When customers decline to renew service they select a decline code. This decline code
will now carry over onto the service contract cancellation reason to improve contract
revenue leakage analysis.
3.16.2.6. Revalue Contract during Change in Currency
A new profile option “OKS: Revalue Contract Using Currency Conversion Rate” allows
users to configure whether to automatically re-price or allow manual revaluation when the
currency is changed on a service contract.
3.16.2.7. Specify Cc E-mail Addresses during Quote and Reminders
Users can specify cc email addresses for email quote and reminders as a part of the contract
renewal process.
3.16.2.8. Selective Update of Warranty Contracts upon IB Transfer of Ownership
In certain business scenarios the service during warranty period is provided by the OEM
and during extended warranty is provided by a Partner. In such cases, this feature allows
you to update only the warranty contracts upon IB transfer of ownership. This feature is
3.16.2.9. Re-price on Renewal Consolidation
As a part of Renewal Consolidation, only the lines/ sub lines that are moved from the
Source to the Target Contract are Re-priced as per Target contract’s Price List. All the lines
existing on the Target contract prior to Renewal Consolidation exercise are not re-priced
automatically. This feature is forward-ported to 12.2.4.
3.16.2.10. Flexible Invoice Text Defaulting
A new profile option “OKS: Update Invoice Text during Renewal” allows users to
configure whether the invoice text will be defaulted from the original contract or the
renewed contract.
3.16.2.11. Service Contracts Usability Enhancements
The following usability enhancements have been made to improve user productivity:
• When adding sub lines to an Extended Warranty service line, the Product List of
Values shows available instances with several different sort sequences to choose
from: Party, Site, Customer, System, Item and Model. Now Configuration will also
be an option which displays available instances based on the installed base
configuration. It shows top level instances and allows the user to drill down to see
all instances in the configuration. As with other levels, users should be able to
select one or more displayed instances to add to the contract.
• The cascading attributes action has been enhanced to support concurrent
processing. When a service line had a large number of sub lines, users were forced
to wait until the entire cascade action completed. Now users can specify attributes
to be cascaded to all sub lines in the Cascading Attribute form, and the user can
continue updating the contract while the concurrent program completes in the
background. This is managed through a profile “OKS: Cascade Attributes Using
Concurrent Request.” In the case of the user changing the Effectivity Date on a
service line, then using this feature the user can default the same effectivity date to
all the associated sub lines.
• Users can review the contract details from the FYI (For Your Information)
notification page. When a FYI notification is received by an external user, then the
user can access the contract details link on the notification and launch the Contract
Details page. The user can launch the page only if he/she has access to the contract.
• During entitlement search, users have the option to view the subscription contracts
having service lines covering item instances. This is managed using the profile
option “OKS: Display Subscription Contracts in Entitlements.”
• During entitlement check, the Respond By and Resolve By dates are returned to
the service request even when they fall outside of the contract coverage effective
start date and end dates.
• During entitlement check, the calculation of ‘Response By’ and ‘Resolve By’ time
takes into consideration the customer’s availability defined in the ‘Access Hours’
setup in Field Service application.
• Users can view the line and sub line number in the status change history page.
• Users can update the billing streams based on the original billing streams
duration. Also, the end date gets adjusted to match the new end date for the line.
• Users can now view the Card Holder’s name for the card specified in the Payment
Method – both at the header as well as contract lines. The card holder’s name is
shown in the Credit Card Number LOV while selecting the credit card. In addition,
if the user is required to enter the details for a new credit card, they can specify the
card holder’s name. This feature is forward-ported to 12.2.4.
• Users can now choose to display either the item description or item part number in
forms as well as HTML pages. This is controlled via the profile option ‘OKS: Line
Level Item Display Preference’.
3.16.2.12. Merge Assets across Contracts
Contract consolidation can have multiple business drivers, such as customer’s request,
installation location of a group of assets etc. Users can now move assets from multiple
source contracts, to a single target contract. This helps in improving the maintainability of
customer contracts, and avoids duplication of assets across the contract base. The
movement of assets is recorded in the execution history of the source contracts.
A new profile option “OKS: Change Party in Contract Merge” allows users to move assets
across the customer base. The re-pricing of the assets moved to target contract is controlled
using “OKS: Pricing Method for Contract Merge” profile option. This feature is forward-
ported to 12.2.4.
3.16.2.13. Drive Contract Coverage by Severity
There might be business need to cover High priority tasks round the clock, but it doesn’t
justify providing similar coverage to a Low or Medium priority task. Oracle Service
Contracts now provides the capability to define contract Coverage Time, Reaction Time
and Resolution Time based on the severity of the task. This enables service organizations
in providing assistance to tasks as per the severity. This results in cost savings by avoiding
manual interventions that are otherwise needed for modifying the planned end dates and
rescheduling tasks as per the severity.
Prior to this release, users defined Reaction and Resolution Times based on specific
number of hours it took to respond to a task. With this release, Reaction and Resolution
Times can be defined as variable number of hours depending on when a task gets created,
thereby ensuring compliance with the promised service level agreements. This feature is
3.16.2.14. Control Generation of Invoice
In certain geographies, such as Latin America, the customers accept invoices only till a
specific day of the month after which they are sent back to the service provider. With this
release, the application provides users the ability to specify the range of days on which the
invoices are accepted by the customers. Any invoice falling outside this range is sent to the
customer in the next billing cycle.
A profile option “OKS: Enable Interface Date Range” with a value of ‘Yes’ enables users
to honor customers’ invoicing preferences by recording the range of days on which the
invoices are accepted by the customer. This feature is forward-ported to 12.2.4.
3.16.2.15. Calculate Estimated Tax with Higher Accuracy

The tax rate and its effectivity can change over the contract duration. Hence, service
organizations need to provide an accurate picture of the estimated tax that the customer
might end up paying. Prior to this release, the application calculated the estimated tax based
on the line/ sub line start date. With this release, Oracle Service Contracts provides users
with an option to calculate tax at contract billing schedule level thereby considering the
changes in tax rate effectivity at that level.
A profile option “OKS: Calculate Tax at Schedule” with a value of ‘Yes’ enables the
application to calculate tax at billing schedule level for all lines/ sub lines. This feature is
3.16.2.16. Close Request for Assistance

During the contract negotiations or renewals, Oracle Service Contracts allows customers
to “Request for Assistance”. Whenever such a request is made, the system records this
request in the Contract History and the Sales Rep is notified. Once the Sales Rep is able
to address the needs of the customer, the Sales Rep can initiate the “Close Request for
Assistance” process. Option is provided to the Sales Rep to send a confirmation email to
the customer and even add the quote to the email. The system displays a Confirmation
Message when the process completes successfully and a record is made in the Contract
history, emails are sent if opted for and the Contract’s Negotiation Status is set to “Quote
Published”.
3.16.2.17. Withdrawal of Published Quotes

There is a need for a Sales Rep to retract a published contract. The application now
provides the Sales Rep a “Withdraw” capability for withdrawing the quote that has been
published to a customer. The Sales Rep can choose to provide an explanation as to why
this is being done. A Confirmation Message is given to the Sales Rep when all the related
internal processes are completed successfully as well as the contract is removed from
“Pending Contracts” within the Customer Acceptance Portal. The Negotiation Status is
set to “Draft” while the Contract Status is set to new status of “Withdrawn” and any
previously enabled reminders on the contract are disabled.
3.16.2.18. Manage Cancellation Risk and Forecast Amount

With the introduction of additional parameters to record the forecasted amount and track
contracts that are at risk, users now have enhanced capabilities within Oracle Service
Contracts to manage the cancellation risk of contracts and derive better estimates for
contract renewals. The new “Amount” parameter works in tandem with the existing
“Percent” field, with a user having to enter a value for either one of them, the other being
derived automatically, thus providing users with a greater flexibility in managing their
renewal estimates. The “Cancellation Risk” parameter allows one to track the renewal
risk level of a given contract, thus providing a more direct visibility into identifying
contracts at risk.
3.16.2.19. Item Transfer across Inventory Organizations

During contract merge, additional validations will be executed to validate whether the
items to be moved have been assigned to the Inventory Organizations of the target
Operating Unit. If yes, the merge will go ahead; else, the merge will be prevented.
3.16.2.20. Display Pricing Date in Covered Levels

A new column “Pricing Date” was introduced and displayed in the Pricing tab of covered
levels. The column will show the actual Pricing Date for a covered level, which will be
refreshed each time when the “Reprice” happened against the covered level.
3.16.2.21. Grouping Rules Considering Warehouse Information

Now the ship from warehouse information can be considered in the grouping rules during
creating service contracts from sales orders. It works for both Service Agreement and
Subscription Agreement. With this, the ship from warehouse information can be an
additional condition to control that whether a separate contract will be created to capture a
service line or subscription line, or the line can be grouped into an existing contract.
The ship from warehouse information will be stored in the created contract line, and will
be used for tax calculation later.
3.16.2.22. Support Multiple Renewal Quotes

In some business cases, service providers are requested to provide multiple renewal
quotes for contract renewal. Oracle Service Contracts are enhanced now to support
creating multiple renewal quotes against a single contract.
“Allow Multiple Quotes” flag is introduced to indicate whether a contract will allow
multiple renewal quotes, and the “Master” flag is introduced to identify the master quote
when there are multiple renewal quotes created against a contract. All quotes created can
be published to customer for acceptance respectively, but only one quote can be accepted
by customer finally. If one quote is accepted by customer, the others will be withdrawn
automatically.
Specific icon is introduced in the HTML Service Contract Search page to highlight the
contracts with multiple quotes enabled. Additional attributes are introduced to support the
search ability for multiple quotes as well.
3.16.2.23. Specify Templates for Renewal Quote Letters

Oracle Service Contracts now provides the ability to service providers to specify layout
templates for the renewal quote letters which will be sent to their customers. Two new
fields are introduced for service contract authoring to specify Message Layout Template
and Attachment Layout Template. With this, service providers can specify their
predefined layout templates for both email message and attachments by contracts. The
layout templates specified will be used in publishing quotes, email customers and the
reminders processes. These two fields are available in the HTML “Mass Update” and
“Update Contract” page as well.
Validations for templates are introduced in to the Check QA process to prevent invalid
templates being used.
3.16.2.24. Enhanced File Name for Attachment in Quote Letter

Oracle Service Contracts now provides an enhanced file name when generating PDF file
for the attachment in quote letter. Besides the Attachment Name defined in Template Set
and language code, more information items are included into file name, including contract
number, modifier and version to make the file name more meaningful. In addition, a custom
hook is provided, by which customers can customize their own file names.
3.16.2.25. Approval and Signature Notification Enhancements

Approvers now view more information about the contract (like the party, contract type,
contract amount, status etc.) on the approval / signature notification and this ensures
approvers have more information on their fingertips that help them decide whether or not
to approve or sign the contract. You can approve / reject / sign Service Contracts on-the-
go with your mobile device with the EBS Approvals mobile app available on iOS and
Android platforms.
3.16.2.26. Cancellation Code

The objective of this enhancement is to track the probable or possible Cancellation
Reason for a given contract. Contract Administrators or Sales Rep would be able to
provide Cancellation Reason code and would be able to have more intuitive reporting of
contracts forecasted with a cancellation value.
Editable Cancellation Reason field is available in Service Contract Authoring –
Estimation Page, Mass Update Contract Page under Forecast Group, Update Contract
Page.
Read-only Cancellation Reason field is available in Administration Workbench, “At
Risk” view.
3.16.3. Release 12.2

3.16.3.1. Solution Ordering
Users can now order Subscriptions using Oracle Order Management and have the
application create the subscription contracts automatically. The value of the ‘OKS:
Category for Order Management Originated Contracts’ profile option is not considered
during subscription contracts creation. The Oracle Order Management attributes required
for creating subscription contracts are Subscription Template, Duration and Period,
Service Start Date and Service End Date, Service Billing Profile, and Service Billing
Option.
Service Billing Profile is the value that is set for a sales order and lets the user to bill using
multiple periods. If this value is not set for a sales order, then the service or subscription
lines consider the Service Billing Option value as Full Billing from Order Management.
Service Billing Option values are ‘Full Billing from Order Management’, ‘Full Billing
from Service Contracts’ and ‘First Period Billing from OM, Subsequent from Contracts’.
3.16.4. Release 12.2.4
3.16.4.1. Service Contracts Public APIs

Oracle Service Contracts now offers a wide range of public APIs to carry out Create and
Update operations at various levels in the entire contract document. With this release, users
can create and update contract header, lines, sub lines, billing streams, billing schedules
and contract templates. In addition to these, the APIs also enable users to take actions on
contracts, such as changing contract status, terminating active contracts, deleting contracts,
activating contracts, renewing contracts and cascading attributes from header to lines/ sub
lines. These APIs will help in increasing the usability of the application and productivity
of the users.
3.16.5. Release 12.2.5
3.16.5.1. Enhanced User Interfaces

The latest release of Oracle Service Contracts provides an enhanced and user-friendly
user-interface based of some of the latest web technologies. The new user-interface not
only provides users with a one-stop shop for managing their contracts but has also
simplified and stream-lined the various processes for improved usability. Currently the
new user-interface can be used for managing “Warranty and Extended Warranty”,
“Service Agreement” and “Subscription Contract”, supporting the actions for viewing
and editing contract details, contract renewal, contract termination, change management,
and communications and so on.
3.16.5.2. Enhancements to Subscription Contracts

Oracle Service Contracts supports the creation of Subscription contracts from Oracle
Order Management. Few enhancements have been made in Oracle Service Contracts to
streamline this process and make it more user-friendly.
• Previously, multiple subscriptions by a customer on the same sales order resulted
in multiple contracts. Now, for better management of subscription contracts
created from sales order, Oracle Service Contracts would create a single contract
for all the subscriptions in the same sales order.
• An improved user-interface for creating and managing service from sales order
was introduced, including support for merging of sales order lines into an existing
service agreement.
• Enhancements within Order Management have resulted in support for
subscriptions as promotional items in sales order. As a result, Advanced Pricing
supports subscriptions as promotional items in the modifier setup form. During the
setup, subscriptions will be setup as a promotion with corresponding subscription
template.
Correspondingly, Service Contracts provides an API for Order Management to
calculate the quantity based upon the period, UOM, item, inventory organization
and subscription template id. This quantity is used as a source by Advanced Pricing
to calculate the price.
3.16.6. Release 12.2.6
3.16.6.1. Extension of Enhanced User Interfaces

The latest release of Oracle Service Contracts extends the enhanced user-interfaces to
support more features.
Service Contracts can be created from Administrator Workbench or Contract Search page
directly now, which makes the end to end flow available in the HTML user-interfaces.
In addition, as a result of the forward porting of enhancements in 12.1.3+, some new
features now are available in the enhanced user-interfaces as well, including: Manage
Cancellation Risk and Forecast Amount, Support Multiple Renewal Quotes and Specify
Templates for Renewal Quote Letters.
3.16.7. Release 12.2.8
3.16.7.1. Enhancements to Usage Billing

In some business cases, there is a need to group multiple counter instances, limited to a
usage item, and define Usage Limit so as to provide a better pricing to the customer and in
some cases even control the fair usage. Oracle Service Contracts is now enabled to support
this requirement. Below is the list of new capabilities that Oracle Service Contracts, can
now handle:
• Define Group, which is a logical entity, and add one or more counter instances to
it
• Move Counter Instances to an existing group or to a new group
• Ability to define Usage Limit/Allowance on an individual counter instance or on
a group
• Define Rollover capabilities for unused Usage Limit
• Set Price Break through HTML pages
3.16.7.2. Missed Meter Reads

There are scenarios where the meter read for an instance is not recorded in time thus
delaying the entire billing cycle. With Missed Meter Reads, you can enter grace periods
which can be set at either Organization Level, Contract Level or Subline Level, with
subline level taking the priority. Below is the list of new capabilities that Oracle Service
Contracts, can now handle:
• Define Billing Grace at Global Contract Defaults, Contract Line and Subline
• Display Billing History along with allowance usage in billing schedule
3.16.8. Release 12.2.9
3.16.8.1. Enhancements to Quote Printing

Users now can print terms and conditions along with the quote document. There is no need
to send multiple pdfs to the customer, quote document contains terms and conditions as
well.
3.16.9. Release 12.2.10

The latest release of Oracle Service Contracts extends the enhanced user-interfaces to
support more features.
Users can now cascade changes to contract header to lines and from lines to sub lines
using the HTML user-interfaces. Users can choose the attributes which needs to be
updated and can perform the update.
Follow-Up action also is added in the HTML user-interfaces. Follow-Up action is
enhanced to support multiple Follow-Up messages, users can also delete and mark the
messages complete.
3.16.9.2. Enhancement to Activation Logic of Expired Contracts

Logic for re-activating contacts is enhanced to prevent changes to expired contracts.
Changes to install dates for product instances will not re-activate expired contracts.
3.16.9.3. Reversing the Termination Process

Users can reverse the termination action of a contract, line or a sub line.
Use Roll Back Termination action to reverse a termination process. Reversing the
termination process:
• Removes the termination date
• Restores the billing schedule, if any
• Changes the status of a contract, line, or subline from terminated to active
3.16.9.4. Enhancement to Billing Period Definitions

Several business get affected the way they bill there services based on the number of days
in a period. Using a new profile users can now offset the effect of leap year on billing
schedule creation. Users can control if periods should consider number of days in a year
as 365 even if it is a leap year.
3.16.10. Release 12.2.11
3.16.10.1. Compare Contract Versions

To understand the differences between a contract and its various versions you can
compare the contract with its versions using the Compare Contract Version action. You
can compare the current contract version with the original version, previous version, and
all other versions. You can also export the results into an .xls file.
3.16.10.2. Co-terminate Subscription Contracts

Now set a cotermination date for a subscription line of a contract.
If the cotermination date falls too close to the start of the subscription in your contract,
the application automatically extends the subscription until the same cotermination date
of the following year. For example, if a subscription starts on December 1, 2021 and the
cotermination date is set to December 31, 2021 then the application extends the
subscription until December 31, 2022. The cotermination date is determined by the
values in system profiles OKS: Minimum Service Duration and OKS: Minimum Service
Period.

Control the contracts approval process using both forms and modern html based UIs.
With the introduction of a new action ‘Stop Approval’, you can withdraw and stop the
approval of a contract. This gives you the opportunity to make the required changes and
submit the contract again.
3.16.10.4. Enhanced Usability Features

Businesses’ often price and discount contracts based on their sources. To enable this
differential usage details like transaction, document and source line number is added in
the ‘Source’ section for subscription lines.
3.16.10.5. View Contract Billing History

Billing history is now available in HTML UI with more details for all contract types. In
addition to this for the usage lines, the Amount column displays a hyperlinked number
that you can click to view the pricing adjustments. Any automatic adjustment that is
applied after getting the meter reads can be viewed for usage contracts.
3.16.11. Release 12.2.12
3.16.11.1. Delete Expired and Terminated Contracts Programmatically

Using an applications programming interface (API) delete the terminated and expired
contracts. Contracts that have been billed, and do not have any credit or associated billing
event pending can be deleted using this API.
3.16.11.2. Create On-Account Credit Memo

Create On-account credit memo for your service contracts. Credit creation has been
enhanced such that credit memo can be created without reference to an existing invoice.
This on-account credit memo can then be associated to any invoice for that customer
during settlement or receipt application.
3.16.11.3. Ability to Define Usage Attributes for Different Periods

Usage contracts have been enhanced to define usage attribute values for different periods
independent of the billing frequency or period. Specify different values for minimum,
default, and usage limit per usage period. You may define these values for individual
periods for the duration of the contract. For example – at the beginning of the contract
when usage will be low, you may specify a high minimum value, which can then be
gradually decreased (period by period) when usage for the equipment has increased.
3.17. Oracle Service Contracts Command Center
3.17.1. Overview
Oracle Service Contracts Command Center feature provides dashboards for sales
managers and representatives. These dashboards target to resolve several business issues
related to work queue management, renewals, customer satisfaction, and renewal risk
mitigation.
Oracle Service Contracts Command Center feature is available at no additional cost to

licensed users of Oracle Service Contracts. It can be applied to Release 12.2.4 and above.
3.17.2. Release 12.2.8+

Release 12.2 V2
3.17.2.1. Service Contracts Management

The Service Contracts Command Center has been designed keeping in mind the activities
that a sales representative needs to focus upon. This includes alerts for exceptions that a
sales representative needs to know about, Metrics and Charts to quickly identify and
prioritize the work load, and metrics for tracking the renewal performance on which a
sales representative is measured. Apart from this, the sales representative is able to take
actions on the contracts, thereby providing seamless integration between command center
and oracle service contracts application.
The sales representative is also able to view enriched information about the customer,
available via 3rd party providers, such as Duns and Bradstreet. Utilizing the existing
integration that Oracle offers out of the box, Single Source of Truth information is made
available to the sales representative in order to provide information about the customer’s
business and financial risk.
The sales representative can also view the indicative past service experience of a
customer via the Service Request information that is available in this current extension.
In addition to all the information and metrics that a sales representative has access to,
sales managers can also see contracts of all the sales representatives that report to them.
3.17.3. Release 12.2.9++
Release 12.2 V4
3.17.3.1. Enhancement to Risk Chart

Users can now view the count of contracts in different risk buckets. Users can use this
chart to anticipate leakages; while reviewing a contract users get a look at the renewal
amount estimate provided while entering the renewal quote.
3.17.3.2. Support for Descriptive Flex Field (DFF)

Service Contracts Command Center supports DFFs in result table and refinements. DFFs
defines at contract header, line and sub lines can be configured to be available in the
command center.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Service Contracts Command Center 100
3.17.4. Release 12.2.10
Release 12.2 V5
3.17.4.1. Support for Usage Contracts

Users can now see the details of usage lines in the command center. Details about
counters are also added for contracts having usage lines.
3.17.4.2. New Actions for Service Contracts

New actions have been added to Service Contracts Command Center. Users can view any
contract from command center and update based on their access.
Edit counters to capture the meter read and View the billing history to see the billing
details.
3.17.4.3. New Metric for Terminating Contracts

New metric to indicate contracts which are terminating in next 60 days is introduced,
users can use this information to start communication with the customer and understand
their renewal plans.
3.17.5. Release 12.2.12

Release 12.2 V9
3.17.5.1. Performance related metrics to gauge the efficacy of various services

Users can now see metrics that highlight shortfalls in contracts like premature
terminations, revenue loss due to terminations, and items that are frequently terminated.
These metrics can be used to reevaluate the service items and their offerings also to
understand what should be offered to customers.
A line graph that is related to usage contracts billing shows the usage trend to users’
period on period. This chart can be filtered to see specific items or customer’s usage
pattern, this information then can be used to cross sell or upsell better services that suit
the users.
3.17.6. Release 12.2.12+

Release 12.2 V10
3.17.6.1. Service Contracts Renewal Prediction using Historical Data

A new Command Center capability allows users to be provided with a renewal prediction
score for each contract line in advance of its expiration date. The scores are generated by
a new probabilistic model that compares active contracts with historical contract data to
calculate a rating to indicate the likelihood of any renewal issues. This score can be used
as an additional input to help sales teams prioritize “at-risk” contracts and take relevant
steps to maximize renewal conversions and maintain high levels of contract retention.
Metrics and charts allow users to review contracts predicted to be at most risk of non-
renewal and correlate these with the attributes responsible for the low renewal prediction.
All details regarding the contracts and factors affecting the renewal are available in the
dashboard. Users can review, gain insights, mark contracts that have been reviewed and
even create updated quotes post discussions with customers if required.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Service Contracts Command Center 101
3.18. Oracle Service Contracts Information Discovery
3.18.1. Overview
Oracle E-Business Suite Information Discovery for Service Contracts is a solution that
allows users to effectively manage contract renewals, proactively monitor performance
metrics, and efficiently monitor customers’ service experience, to achieve maximum
customer satisfaction. Renewal sales representatives can leverage the functionalities
offered by Sales Representative Command Center dashboard and renewal sales managers
can leverage the Sales Manager Command Center dashboard. With the powerful search
feature, guided navigation, and drilldown capabilities of Information Discovery for Service
Contracts, service organizations can improve compliance with service level agreements as
well as keep the entire organization in sync. Higher customer satisfaction levels can be
achieved by constantly monitoring and addressing issues in a timely manner, which
otherwise could potentially have an adverse effect on the quality of service being delivered.
3.18.2. V5
Renewal sales representative’s main job is to ensure on-time renewal of all the assigned
contracts and provide timely response to all customer queries. Information about
customers’ satisfaction with past service experience, their financial health and credit rating
assist the sales representatives in forecasting whether customers’ would be renewing their
contracts or not.
Renewal sales managers, on the other hand, need to monitor the day to day activities of the
sales representatives reporting to them and track their performance. Their main tasks are
ensuring accurate renewal forecast, mitigating cancelation and termination risks and
determining patterns in cancelation and termination reasons.
3.18.2.1. Identify Renewal Exceptions and Manage Renewals Work Queue
The Sales Representative Command Center dashboard allows sales representatives to

effectively manage contract renewals and perform renewal related activities to ensure that
the contracts are renewed on time. Sales representatives receive alerts about renewed
contracts that are yet to be booked and about active contracts in grace period for which the
renewed contracts have not yet been booked. For sales managers, the Sales Manager
Command Center dashboard provides a comprehensive view of the alerts and work queues
of the sales representatives reporting to them.
3.18.2.2. Monitor Renewal Performance Metrics

Key Performance Indicators (KPIs) like Renewal Rate, Cancelation Rate, Termination
Rate and On Time Renewal provide critical insights into the renewal process and a good
idea about the extent of service revenue leakage and customer satisfaction levels. These
KPIs also help service organizations in evaluating the performance of the sales
representatives by helping them compare the actual performance with the targets assigned
to them.
3.18.2.3. Continuously Monitor and Improve Customer Service Experience
The Command Center allows users to monitor customer’s service requests and address
issues in a timely manner thereby ensuring high quality of service being delivered. It allows
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Service Contracts Information Discovery 102
them to proactively take actions to keep the entire service delivery organization in sync
and ensure that all the agreed terms and conditions are impeccably honored.
3.18.2.4. Identify Early Signs of Risks and Strategize Their Remediation
Business events such as bankruptcy, litigations, claims, and so on, provide indication about
customers’ financial health and resultant credit rating, thereby providing an indication of
their likelihood of renewing the contracts in the future. The Command Center dashboard
is the single source of truth of all the customer information that can help in accurately
forecasting contract renewals. Thus the service delivery organization is able to get a more
accurate picture of forecasted service revenue and is able to proactively monitor high risk
contracts that could potentially get canceled or terminated.
3.18.2.5. Monitor Service Revenue Leakage and Strategize Their Mitigation
The Command Center dashboard provides visibility into the service revenue leakage
occurring due to the cancelation or termination of contracts by customers for different
reasons. It provides the sales managers the necessary tools to determine trends in contract
cancelations and terminations. These insights can help the service delivery organization to
take corrective or preventive actions.
3.18.3. V6
3.18.3.1. Contract Renewal Command Center

Equipment financiers and service providers must effectively manage relationships with
customers and partners to pave the way for attaining customer and partner loyalty while
increasing operational efficiency and balancing ROI for all stakeholders. This new
module consolidates the needs of both Oracle Lease and Finance Management and Oracle
Service Contracts users by providing a relationship-driven view of equipment financing
and service contracts through a command center dashboard as well as analytical portals
that leverage transactional data generated in Oracle as well as external sources.
The Contract Renewal Command Center provides insights organized into objective-
driven pages that provide metrics, charts, graphs and other data to help you manage
customer and partner relationships and make the right decisions to drive loyalty and
balance value.
Contract Renewal Command Center is back-ported to release 12.1.3 with minor changes,
only for Oracle Service Contracts. Features specific for Oracle Lease and Finance
Management are not included in the back-porting.
3.18.3.2. Customer Management

The customer management command center page provides you with information about
your customer relationships, such as the contracts they have with you and the transactions
and customer service information generated during your interactions with them to help
you:
• Drive customer loyalty
• Drive repurchases
• Increase your share of the customer’s spending on financing and service
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Service Contracts Information Discovery 103
3.18.3.3. Portfolio Management
The portfolio management command center page provides you with enhanced analytical
and summarized information about your portfolio of customers, contracts and assets to
help you:
• Increase your share of customer spending
• Balance your ROI with the value to your customers
3.18.3.4. Vendor Management

The vendor management command center page provides you with detailed and summary
information about the cash flow generated to and from your partners as well as
information about the portfolio generated through your partner relationships. This page
helps you:
• Drive your vendor loyalty
• Improve your vendors’ cash flow
• Help vendors increase business with you
3.18.3.5. Contracts (Finance and Service)

Two new contract management command center pages, one for finance contracts and one
for service contracts, provides you with the ability to balance the workload of
transactions you need to process to manage your customers’ contracts. These pages help
you
• Increase your operational efficiency
• Drive repurchases from customers
The information in the command center pages is provided through alerts, metrics, and
charts of various types as well as tables of details about your customers, contracts, assets
and transactions. Actionable links from the command center allow for the implementation
of decisions in OLFM or Oracle Service Contracts that you need to make to drive your
business objectives and to track the effectiveness of decision making to your results.
3.19. Oracle Spares Management

3.19.1. 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
Field Service and Advanced Scheduler provide for efficient spares sourcing, ordering,
receiving, tracking, debriefing and costing/billing.
3.19.2. Release 12.1.1
3.19.2.1. 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.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Spares Management 104
3.19.3. Release 12.1.2
3.19.3.1. 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 customer’s 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 manned (open or closed),
o unmanned
o 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 UI’s.
3.19.3.2. 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
3.19.4. Release 12.1.3
3.19.4.1. Supersession 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 it’s 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. It’s 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.
3.19.4.2. 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).
3.19.4.3. 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)
3.19.5. Release 12.1.3+
3.19.5.1. Ship-to Address Enhancements
The Parts Requirements and Ordering UI has been enhanced to allow users (Dispatcher
or Tech) to update the Ship to Address before the order is booked. This UI is also
enhanced to default the Ship to Address based on a new profile to either the SR
Incident/Task Address, the SR Customer’s Default Ship to, or the Tech’s Primary Ship
to.
The Parts UI and the Spares – Scheduler Integration has been enhanced to create Parts
Orders in Enter or Booked Status based on a new profile option. A complementary
enhancement is also provided to move Parts Orders from Entered to Booked Status when
the tech accepts the associated field service task. Note, creating the Parts Order in
Entered instead of Booked status will prevent the order from immediately going into the
pick/pack/ship process.
3.19.5.2. Handling Parts Orders when Tasks are reassigned
Currently in 12.1.2, when tasks with parts orders are reassigned, it’s not possible for the
second technician to receive the parts order that was created for the first technician except
when using the third party portal. To avoid the possibility of creating two parts orders for
the same task, the reassignment process is currently blocked when the first technician’s
parts order cannot be cancelled. When the Ship-to address is task or customer there
would be no need to block the reassignment process if the second technician can receive
the parts order from the first technician.
To improve this proves the following enhancements have been added:
• Allow the reassignment process to complete when the parts order for the first
technician cannot be cancelled and the ship-to address is task or customer.
• When a task reassignment is made, allow the second technician to receive the
parts order from the first technician when the ship-to address is Task or Customer
and the first technician’s order cannot be cancelled.
The reassignment process has been standardized across all applications where the
reassignments are made: Scheduler, Gantt, Service Request Form, Optimizer and the
Admin and Third Party portals
3.19.5.3. Miscellaneous Parts Requirement UI Enhancements

The following is a list of enhancements added to the Parts Requirement UI:
• Show both the reservation and the internal order after the technician has received
the order.
• Show all cancelled parts orders
• Only allow Parts Requirements to be created for certain Task Types.
• Create parts orders in Entered or Booked status in the Parts Requirement UI and
MFS Wireless (based on a profile)
• Show the distance from the source warehouse to the Ship-to address in the parts
order details region after sourcing
• Add Ship-to Contact to the header region
3.19.5.4. Spares Sourcing Options Distance Limit

Large complex supply chains can involve a very large number of setups especially when
the local field service warehouses support each other and shipments are made directly to
the task or customer address. Customers who have this very large setup task are looking
for ways to cut down on the setups particularly when the method of shipment is only
intended for local delivery.
This enhancement filters out sourcing options based on Method of Shipment and
Distance so that methods of shipment intended only for local delivery are not considered
when shipping longer distances. For example, if the method of shipment is Courier, this
filter could be used to eliminate that method of shipment as a sourcing option when the
ship-to address is greater than say 50 miles. This would eliminate Courier as a sourcing
option where, for example, the warehouse was in Boston and the ship-to address was in
San Francisco.
A distance limit field has been added to the Spares Delivery Times Setup UI to support
this new feature. This is a much simpler setup than creating Zones for each MOS at each
Warehouse which was the only way this functionality could have been implemented
previously.
3.19.5.5. Third Party Ship-to Locations
Third Party addresses/locations are often used to ship and return parts from field
technicians (e.g. storage locker, post office box, gas station, etc.). To support this
requirement, a new Ship to option for ‘Third Party’ addresses has been added to the Parts
Requirements and Ordering UI. Prior to this ER, customers had to create these third
party addresses for every technician. To share Third Party Addresses, these addresses
only need to be associated to a Resource Group for all the techs sharing the address.
3.19.5.6. Enhanced External Repair Execution Adjustments
External Repair Execution (ERE) is the Oracle Field Service Spares Management module
that manages the parts repair cycle when the repair supplier is external/out-sourced.
Repair Administrators now have the ability to assign a reason code for Scrap and
Adjustment Transactions. In addition, customers can set up ‘account aliases’ for Scrap
and Adjustment Transactions. These account aliases will be stamped on the ERE
Inventory Scrap and Adjustment Transaction for downstream posting to the General
Ledger/Financials.
Repair Purchase Order (and External Repair Order) balance due quantities are now
automatically updated to account for warehouse short-picks (on internal order used to
ship defectives to repair supplier) as well as for Scrap and Adjustment transactions.
3.19.5.7. External Repair Execution Cancel Repair Purchase Orders
At times, the defective parts are not locatable at the defective warehouse making it
impossible for Warehouse Administrator to ship the ordered defective parts to the Repair
Supplier (this is also known as ‘Zero-Pick’ situation).
The External Repair Execution UI has been enhanced to allow the Repair Administrator
to cancel the external a repairs order sets (Repair Purchase Order, External Repair Order
and Internal Sales Order) and capture a cancellation reason code.
3.19.5.8. External Repair Execution – Track Parts In-transit from Repair Vendors
Advance Shipment Notice (ASN) feature in Procurement provides Repair Vendors the
ability to notify the enterprise that repaired parts have been shipped (will ship) against the
Repair PO created by the ERE system. Currently there is no visibility into this
information in External Repair Execution Dashboard. In this release, the External Repair
process has been enhanced to optionally (1) Retrieve ASN records associated to the
Repair Purchase Order and update ERE line details with this information (2) Create WIP
Receipt and Miscellanies Issue Inventory Transaction to remove the repaired parts from
the Repair Vendor Inventory Org (previously done with repaired parts were received
against the Repair PO).
3.19.5.9. New HTML Technician Addresses and Sub-Inventories Setup UI

A new OA Framework HTML Resource Addresses and Sub-Inventories UI is provided in
this release. This UI provides ease of navigation and a rich user experience. Users will
experience productivity gains, as they can view and update a large dataset on a single
page.
3.19.5.10. Parts Requirement and Ordering Process: Usability Enhancements

Several improvements are made in the Parts Requirements UI for providing dispatchers
and technicians with richer user experience and increased productivity.
3.19.5.10.1. Ability to update Shipping Method after Parts are Sourced
Previously, after parts are sourced and a Reservation is created on the Source
Warehouse, the Parts Order Shipping Method could not be updated. With this
enhancement, the Part Requirement UI now allows users to pick alternative
shipping method as long as Parts Order is not booked or shipped and the new
Shipping Method’s Arrival Date/Time do not exceed the Part Requirement Need
by Date/Time.
3.19.5.10.2. Ability to quickly create multiple Part Requirement Lines
Parts UI is enhanced to default Part Source and Shipping Method based on
profile settings, with the ability to change these values on the UI as needed. This
information is used for all requirement lines created. Parts Search pop-up screen
is enhanced to search and select multiple items for creating the corresponding
requirement lines.
3.19.5.10.3. Quick Parts Orders
Parts Requirement UI is enhanced to create parts order for all the entered
requirement lines in a single click. New button ‘Quick Order’ is provided to
create order from the default Source setup at Inventory level. Default Source is
picked from any one of the following Inventory setups.
• Destination Organization-Subinventory-Item (1st preference)
• Destination Organization-Subinventory (2nd preference)
• Destination Organization-Item (3rd preference)
• Destination Organization (4th preference)
3.19.5.10.4. Parts order creation from multiple Sources
If required parts are available at different sources, all sources with available
parts are displayed. Users can now choose multiple lines and create order for all
the selected lines. This is possible by clicking on the ‘Create Order’ button at
parts search result table header level.
3.19.5.10.5. Backorder creation for Unavailable Parts
Parts Requirement UI is enhanced to provide ability for users to optionally
create backorders using the default Parts Source when only some or none of the
required parts are available. Users can select the new check box ‘Use default
source to order unavailable parts’.
3.19.5.10.6. Search Parts without using Need by Date or Availability
Parts Search screen is enhanced to include additional search criteria for
retrieving more part sources. By providing ability to ignore ‘Need by Date’ and
‘Availability’, users can identify sources that otherwise wouldn’t have been
retrieved by the parts search logic. Users can subsequently decide to create part
orders from these sources, being aware of the fact that the SLAs would be
violated or parts may be backordered.
3.19.5.11. Display Carrier Tracking Information
Technician facing user interfaces (Order details popup in Parts Requirement UI and
Receive Inbound Orders and Reservations UI) have been enhanced with a new user hook.
Service providers can customize the hook for retrieving the URL for carrier shipment
waybill. This URL will be displayed as a hyperlink in the UI and clicking it will launch
the carrier’s shipment tracking/waybill page.
3.19.5.12. Parts Return: Auto Generation of Shipment Number

Technicians use Return Parts UI to return excess and defective Parts. Technicians also
use Debrief UI to return defective parts, excess, as well as defective on arrival parts.
When the return will be transacted with an “In-transit Inter-Org Transfer”, a Shipment
Number must be provided to save the Debrief Line or execute the Return in the Return
UI. As such, functionality is provided generate the shipment number using the Carrier
Code as a prefix. A hook is also provided so customers can create their own Shipment
Number generation code.
3.19.5.13. Shipping Methods Calendars

Typically, in a service parts operation, not all shipping methods are available throughout
the week. For example, Emergency Courier 2 Hour Delivery may be available 24x7 but
DHL Second Day Air 5 PM may only be available for shipping Monday thru Friday from
8 to 5. Currently, a calendar can be associated to a warehouse but not to individual
shipping methods.
In this release, a Calendar can be associated to Warehouse Shipping Methods. This
calendar overrides calendar tied directly to the Warehouse and is used in our Parts
Sourcing and Arrival Time logic.
3.19.5.14. External Repair Execution – Provide ‘Fill and Close’ Option

At times, the not all of the defective parts are traceable at the defective warehouse
making it impossible to ship the entire Internal Order Quantity to the Repair Supplier. In
this case, some service providers do not want a back order created but instead want the
Internal Order closed and the associated Repair Purchase updated to the actual quantity
shipped. This process is frequently called ‘Fill & Close’.
In this release, External Repair Processing Program has been enhanced to optionally
support the ‘Fill and Close’ process. Upon short shipment of defective parts to the repair
vendor, the Internal Sales Order is closed and associated Purchase Order Quantity is
updated to the partial quantity shipped.
3.19.5.15. External Repair Execution Dashboard Drill Downs

Several usability enhancements have been made to the External Repair Order Dashboard
including the ability to drill-down into all of the related transactions including Purchase
Requisitions, Purchase Orders, Vendors, and WIP Jobs.
3.19.6. Release 12.2.4
3.19.6.1. ADF HTML Planners Dashboard

Existing Planner’s Desktop has been re-designed using the latest ADF Technology and
renamed as Planner’s Dashboard. Most features available in the existing Forms based
Planner’s Desktop are made available in the ADF Planner’s Dashboard.
In addition to the features of Planner’s Desktop, additional features like QBE (query by
example), Detach Table, Drag & Drop Nodes etc, provided by ADF technology are
implemented in the new Planner’s Dashboard. The new user interface is designed to
provide rich user experience.
Planner’s Dashboard will be shipped with a default Spares Planning node that serves as
the top level of the planning tree. From this node, Users can create sub-nodes to model
organizations and subinventories. Users will have the ability to search for Organizations
and Subinventories modeled in the Planner’s Dashboard.
From within the new Planner’s Dashboard page users will be able to manage forecast
rules, excess rules and recommendation rules.
Users will have capabilities to submit the following concurrent programs from within
Planner’s Dashboard:
• Create Parts Availability Data
• Generate ASL Recommendations
• Calculate Failure Rates
• Roll-up Usage.
3.19.7. Release 12.2.5
3.19.7.1. Part Debrief Line Reservations

Previously, when debrief material lines are created/saved, the parts still are visible as
available in Inventory and could be used for another service request, order or transfer.
In this release, an Inventory Reservation is created whenever a technician saves a part
installation debrief line and the part(s) has not already been reserved for the Task. This
reservation is relieved when the debrief line is posted and inventory balances are updated.
3.19.8. Release 12.2.6

3.19.8.1. Inventory Organization Security in Spares Logistics
Inventory Organization security has been added to the UIs below, to prevent field users
from seeing and ordering parts from Inventory Location they should not be using. For
example, a field tech in the US may not be allowed to source parts from stocking
locations in Japan. These UI have been enhanced to use the existing Operating Unit
Security Setup (MOAC) to filter the list of Inventory Organizations the user has access
to. As such, the user will only see Inventory Organizations belonging to the Operating
Units he/she is authorized to use/see.
• Planners Desktop (Forms and ADF)
• Parts Loop
• Addresses and Sub Inventories UI
• Search Parts Requirement
• Create Parts Requirement and Order
• Search Parts Source API
• Transfer parts
• Parts Return
• FSTP and Wireless Debrief Returns (Defective, Unused,DOA)
• Field Service Technician Setup UI
3.19.8.2. Parts Ship Date/Time Optimization
Previously, Spares Management always used the current date/time as the Ship Date/Time
when calculating Parts Arrival Date/Time and creating Parts Orders. In this release, we
now offer the option to back schedule the Ship Date/Time from the Need by Date/Time
so that the latest Ship Date/Time is used when creating Parts Orders.
3.19.8.3. Consider Transit and Lead Time to calculate parts Ship or Arrival Date
The SCM Transit Times table has option to setup transit time based on each unique
combination of Source Location, Shipping Method and Destination Location/Region.
The Spares Delivery Time Table has option to setup lead time based on Source Inventory
Org/Sub Inventory and Shipping Method. Currently the Spare’s Parts Search Logic only
uses the Lead Time setup in the Spares Delivery Time table.
As lead times may vary for the same Shipping Method with different Destinations, we are
providing the option to use either or both of these lead times when searching for parts and
calculating Ship and Arrival Dates/Times
3.19.9. Release 12.2.7
3.19.9.1. Capture Shipping and Packing Instructions in Parts Requirement UI
Shipping and Packing Instructions can now be captured in Parts Requirement UI.
Instructions can be captured both at Part Requirement Header and Line levels. When an
Internal Sales Order is created from Parts Requirement UI, these Instructions are copied
on to the Internal Order Management. Instructions captured at Part Requirement Header
are copied to respective fields of Internal Sales Order Header. Instructions captured at
Part Requirement Line are copied to respective fields of Internal Sales Order Line.
3.19.9.2. Copy Parts Requirement Lines
A new Copy Part Requirements Button has been added to the Part Requirements and
Ordering UI. This button copies Part Requirement Lines to a new Part Requirement to
save data entry.
3.19.9.3. Option to enter Serial Number during Receipt
Spares Receiving UI will allow users to enter Serial Numbers when the part being
received is setup with No Serial Control in the Source Inventory Organization and with
At Receipt/Pre defined Serial Control in the Destination Inventory Organization. This
option will be available while receiving Internal Sales Orders and Purchase Orders.
3.19.9.4. Support non-primary UOMs in Spares Logistics

Parts Requirement UI will allow users to create Item Requirement lines with non-primary
UOM also. For example a Requirement Line for Item with primary UOM as “Each’ can
be created with UOM as ‘Dozen’ also. Parts Orders will also be created based on the
selected UOM. In the above case Internal Order will be created for 12 quantities. During
receipt of items using Spares Receiving UI, user will be able to receive 12 quantities.
3.20. Oracle TeleService
3.20.1. 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.
3.20.2. Release 12.0.6 (RUP6)
3.20.2.1. User Hook for Charges Pricing API

A new user hook for the Charges Pricing API allows customers to execute custom logic
for the retrieval of prices for Charge line items. The user hook is invoked from the
Charges UI as well as the public Charges Create and Update APIs. Users can embed
custom logic to calculate the price of an item based on pricing rules defined in Advanced
Pricing for Charges submission.
3.20.3. Release 12.1.1
3.20.3.1. 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.
3.20.3.2. 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.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle TeleService 113
3.20.3.3. 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. AppSearch–a
metadata driven search framework provide a new Search paradigm to search EBS data
instead of Find by utilizing Oracle’s 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.
3.20.3.4. 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.
3.20.3.5. 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.
3.20.3.6. Enhanced Service Request Tools Menu

In Release 12.1.1, the Service Request Form’s Tools Menu items have been reorganized
into logical grouped buckets for ease of use and better navigation.
3.20.3.7. 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 customer-
driven 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.
3.20.4. Release 12.1.1+
3.20.4.1. Support for International and One Time Addresses

International Address Styles (flex field 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.)
3.20.4.2. Optimization of Service Request Creation Process

In this release, many enhancements as listed below have been done on the Service
Request Form to 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
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.
3.20.4.3. 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
3.20.4.4. 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.
3.20.5. Release 12.1.2
3.20.5.1. 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.
3.20.5.2. 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:
• 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.
3.20.5.3. 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.
3.20.5.4. 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.
• 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.
3.20.5.5. 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.
3.20.5.6. Charges - Submit Order User Hooks

In this release, Service adds user hooks to the Create Order and Update Order API to
enable customers to execute custom logic when submitting charge lines to order
management.
If activated, the user hooks are invoked before an order is created or updated. These user
hooks can be used by customers to override the order line type associated with the service
activity code or to pass information into the order header flex fields and order line flex
fields.
3.20.6. Release 12.1.3
3.20.6.1. 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 interface—built 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.
3.20.6.2. Credit Card Capture on the Service Request and Charges

In this release, credit card functionality has been added to service request and charges to
allow service billing using credit cards.
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.
3.20.7. Release 12.1.3+
3.20.7.1. HTML Service Request User Interface Enhancements

HTML Customer Service module, built on the Oracle Applications Framework, provides
an easy to use and configurable HTML user interface. The following features have been
provided in 12.2 to enhance usability of the service request pages:
3.20.7.1.1. Display of Job and Department information for Service Request Contacts
In the Create and Update Service Request pages/ Service Request Form, the Job Code and
Department information is displayed for the service requests contacts. This helps the agents
to select the service request contacts more easily.
3.20.7.1.2. Display Email and Phone Number for Service Request owner
In the Create and Update Service Request pages/ Service Request Form, the email address,
work phone number, and cell phone number of the Service Request owner are displayed.
This additional information enables people within a service organization to easily contact
the service request owner if needed.
3.20.7.1.3. HTML Tasks Search User Interface
With a new HTML Tasks Search user interface accessible from the Agent Dashboard,
support agents can easily search and manage their owned and assigned tasks.
3.20.7.1.4. HTML Service Request Escalations User Interface
With the new HTML Escalations user interface, support agents can manage the escalation
of service requests from the Update Service Request page. This functionality is similar to
the functionality in Forms. In addition, the escalation level field has been added to the
service requests queues on the Agent Dashboard which enables the agents to have a quick
look at the escalated service requests and their escalation levels.
3.20.7.2. Capture additional SLA information for Service Requests

6 SLA dates and 2 SLA durations attributes have been added to all of the Service Request
user interfaces (Service Request Form, HTML Service Request Pages and iSupport Service
Request details page). These attributes are for customers who want to track SLAs in
addition to the OOB Respond by and Resolve by SLAs. Examples include ‘Restore By’
and ‘Workaround By’. Out of the box, these dates are not tied to any functional behavior
as they are free-form attributes and customers can choose to use them as needed.
3.20.7.3. Creation of Part Requirements based on Task Type

Prior to this release, part requirements could be created and viewed from service request
user interfaces (Service Request Form/ HTML Service) for field service tasks only.
Customers have asked for more fined grained control of the creation of Part
Requirements/Orders so now the creation of parts requirements will only be allowed for
certain task types. A new flag to enable/disable creation of part requirements has been
added to the task type setup user interface.
3.20.7.4. New Incident Address site city on the Find Service Request form
A new column has been added to the Search results region in the Find Service Requests
form to show the city of the Incident Address.
3.20.7.5. New Task view of the Service Request History

A new Sub Tab to show a Tasks oriented view of the Service History has been added. This
new Task List displays all the tasks for the service requests displayed in the Service
Requests List in the Service Request History View. The following attributes can be
displayed for the tasks: Task Number, Task Subject, Task Type, Task Status, Task Owner
Type, Task Owner, Priority, Service Request Number, Task Assignee Type, Task
Assignee, and Task Address. In addition, new columns have been added to the Service
Request History view namely Instance Number, Incident Address, and Customer Site
Name.
3.20.7.6. Ability to select Installed Base Instances not related to the SR Customer
All of our Service Request UIs have been enhanced allow users to see and select Installed
Base Instances/Assets even if they are not related to the Service Request’s Customer. For
example a citizen may be requesting service on an asset owned by the local government.
This functionality works for both regular and EAM Service Requests.
3.20.7.7. Enhanced Charges Logistics

3.20.7.7.1. Spares Sourcing Integration
The Charges UIs (Forms and HTML) have been integrated to the Spares Sourcing UI so
the agents can leverage the Spares Sourcing Engine to select the Warehouse and Shipping
Method needed to fulfill the shipment of a part. This allows agents to select the best source
from which to send parts to customers based on cost, distance, delivery date, and need-by
date, and shipping method.
If a need-by date is entered by agents, it is used to filter the Inventory/ Sub-inventory LOVs
such that only those sources which have the specified item/part available AND can be
delivered by the specified need-by-date are displayed in the LOVs. This feature is only
available in Charges HTML UI.
The agents can also see the distance between the Ship-From Warehouse (Inventory/ Sub-
inventory) to the Ship-to-Address in the Inventory/Sub-inventory LOVs. Once an entry has
been selected, the distance is displayed on the Charges HTML UI as a read-only field.
3.20.7.7.2. Spares Return Routing Integration
The Charges UIs (Forms and HTML) have been integrated with the Spares Return Routing
Engine to inform the user where (warehouse and ship to address) returned parts should be
shipped by the customer.
3.20.7.7.3. Multi-Currency Support
Agents can now dynamically create and view charges in different currencies. They can
select any currency that is defined in the currency conversion list associated with the
selected pricelist.
3.20.7.7.4. Support Order Management's Calculate Price Flag
Prior to this release, the order lines created through charges are created with a value of
‘Freeze’ for the calculate price flag with value. This prevents the order line prices from
being updated in the sales order interface. In this release, organizations can specify the
value of this flag to be used in the creation of the order lines. A new Calculate Price LOV
has been added to the Service Activity Codes setup UI to allow organizations to choose an
appropriate value— Freeze, Calculate, and Partial for the Calculate Price flag for each
service activity code.
3.20.7.7.5. Capture and Parent Instance on Shipment Lines
In prior releases, the field service technicians have the ability to specify the parent instance
of an item on a material line debrief. But in charges UIs, the agents cannot capture this
information on manually created charge lines.
In this release, this ability has also added to the Charges. For shipment lines in Charges,
the agents can specify a parent instance for the item being shipped so that the shipped item
can be added properly in the customer’s system configuration in the Install Base.
A new profile is introduced to control the behavior of defaulting of parent information on

the Charges shipment lines. The service organizations, based on value of a profile option,
can choose to default parent information based on the selected product in the service
request, the recovered item information on the Charges line, or not default any parent
information at all.
3.20.7.7.6. Selection of Service Request Operating Unit
During the service request creation process, the operating unit is defaulted from a profile
option. In this release, agents can choose any active operating unit that he/she is authorized
to see and override the defaulted value. Once the service request is created, the operating
unit cannot be updated.
3.20.7.7.7. Restriction of Service and Request and Charges Operating Units by MOAC
In this release, the service organizations can restrict the operating unit LOVs in the service
request header and charge lines to only show the operating units which the agents are
authorized to see as dictated by their MOAC security profiles.
3.20.7.7.8. Drill Downs on Sales Order Number and Instance Number from Charges
In this release, the agents can drill down on the sales order number to view the sales order
details and any invoice details from the Charges HTML UI. The Sales Order Details UI
includes information on shipping status, pricing and taxes, and invoice details. The agents
can also view the instance details and graphical representation of the instance configuration
for installed base tracked items on the charge lines.
3.20.7.7.9. Update Sequence of Charge Lines
In this release, agents can update the sequence number of un-submitted charge lines. This
can be used to dictate the order in which they appear in the resulting sales order and
subsequent customer invoice.
3.20.7.7.10. Specify Default Price List on Service Request Header
In this release, the agents can choose a price list on the service request which is used to
default the price list of the subsequently created charge lines. As a result, agents do not
have to manually select the price list on each individual charge line.
3.20.7.7.11. Control list of parties/addresses displayed in Charge Line Bill-to/Ship-to
In this release, the customers can control the list of parties and addresses being displayed
in the Bill-To Party/Address and Ship-To Party/Address fields on charge lines. A new
profile is provided to configure these fields to show 1) Only service request customer and
its addresses, 2) Service request customer party and its related parties and their addresses
or 3) All active parties and their addresses.
3.20.7.7.12. Charges Setup UIs in HTML
The setup UIs for Charges such as Service Activity Codes are now available in OA HTML
interface.
3.20.7.7.13. Mass Update Charge Line Attributes
Using the Service Request Form’s Charges Tab, agents can now mass update the pricelist,
bill-to address, and ship-to address across all un-submitted charge lines.
3.20.7.7.14. Create Reservations for Charges Shipment Lines

Based on setup, reservations are now automatically created for items that have been
sourced on Charges shipment lines. These reservations reduce backorders by preventing
items from being picked up by other users before the sales order is created.
3.20.8. Release 12.2
3.20.8.1. Oracle Projects Integration

In this release, the Service Request costs captured in SR Task Debrief can be posted into
Oracle Projects. Flexibility is provided through a series of setups that determine the type
of costs that are tracked and how they get pushed/ imported into EBS Projects as
Expenditures. This interface is an alternative to using Service Request Charges/Order
Management to post service costs to the Oracle General Ledger
3.20.8.2. HTML Customer Service User Interface Enhancements

HTML Customer Service module, built on the Oracle Applications Framework, provides
an easy to use and configurable HTML user interface. There are four different
configurations HTML Customer Service pages – Customer Support, Service Desk, Case
Management, and ITIL. The following features have been provided in 12.2 to make it
functionally a richer user interface:
3.20.8.2.1. Customer Profiles Dashboard
Customer Profiles Dashboard in Service Request Form and Contact Center displays key
customer profiles attributes such as Open Service Requests, Critical Service Requests,
Active Contracts, Expired Contracts, Open Orders etc. for a given customer/ contact/
account/ address. The service organizations can use the customer profiles definition
functionality to define these profiles. With this release, this functionality is now also
available partially in HTML Customer Service module. The drill-down from the customer
profiles to actual transactions as available in Forms is not supported.
3.20.8.2.2. Universal Work queues in HTML
The Universal Work Queue interface, currently available only in Forms Applications, is
now also available in HTML Customer Service. The work queues as defined using the
Universal Work Queue Setup are made available to the agents through this new interface.
This new interface is available as an embeddable region in the Agent Dashboard and also
as a standalone page. For the service request and task nodes, the work panels are available
which allows agents to make quick update and initiate other actions on these work items.
For UWQ, the media integration is not currently supported.
3.20.8.2.3. Full Task Management in HTML Customer Service
In this release, many enhancements have been done to the Service Request Tasks Pages
used by CS HTML as well as the Field Service Portals:
• The Task Queues in the Agent Dashboard and the Tasks List in the Update
Service Request Page have been enhanced to support the following field service
functionality:
o Debrief field service and non-field service tasks
o Enter part requirements for a field service tasks
o Schedule a field service task
o View Individual/ All Tasks on Map
• The Service Tasks Pages have been enhanced to support the following:
o Definition of Customer Access Hours and Required Technician Skills for
a field service task. Site Access Hours can also be automatically
associated to Field Service tasks when they are created so that the agents
do not have to enter them manually.
o Capture Customer Confirmation
o A new option has been added to the Update Task Page to allow agents to
copy a task. This is very similar to the functionality already supported in
the SR Form.
o The logic to default the Task Planned End Date/Time in the Task Pages
has been enhanced to provide several options: Respond by, Resolve by,
or Respond by if null Resolve by less Planned Effort.
o The Task Pages have 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.
o Schedule dates are synchronized with task planned effort. The Planned
effort will be updated if Scheduled Start date or Scheduled End date is
updated. If Planned effort is updated, the Scheduled End date will be
changed
o A warning message will be displayed to the agents when they manually
schedule overlapping Field Service Tasks to the same technician. The
overlapping task can belong to the same or a different service request.
o Service Request Tasks can now have their own address separate from the
Incident Address on the Service Request. Task Addresses are defaulted
from the service request incident address whether the address is a
permanent or one-time.
o The Task pages have a new dropdown menu to set the time zone to be
used to show the SR and task dates. The user can select the time zone
from the following options: Corporate (Server), Agent, Customer,
Contact and Incident Time Zone.
o The enhanced Task Pages now honor the service request status flags.
Users will not be able to update a task when the service request has a
restricted status (Disallow Request Update flag is checked or Disallow
Task Update flag is checked)
o A new tab has been added to the Task Pages to show additional Task
details like Resources, Dependencies and Audit
o A new flag has been added to the Task Status Setup UI to identify the
statuses that will restrict the updates on the tasks. If the flag for the task
status is checked, users will not be able to update a task.
• The Service Request Task Search page has two new options. The agents now
have an option to create and save Tasks searches. Once the search results are
displayed, the agents can also export them in an excel format.
3.20.8.2.4. HTML Service Request Audit Report
A new HTML Audit Report page is available in this release to display the following
information to the agents for a service request:
• Who made the change
• What attribute changed (new and old value displayed)
• When was the change made
• Why was the change made
This Audit Report is accessible from the existing ‘Actions’ drop down list in the Update
service request page.
3.20.8.2.5. Capture and display Interactions and Interaction Activities
Interactions and activities are created whenever Service Requests are created and updated.
In prior releases, the interactions and activities were captured and displayed only in the
Service Request Form. From this release, interactions and activities are captured when
service requests are created and updated from HTML Customer Service module. A new
region is added in the update service request page that displays all the Interactions and
Activities captured for that service request.
3.20.8.2.6. Service Request Additional Attributes
Service Request Additional Attribute functionality, currently available in the Contact
Center, Service Request Form, and iSupport UIs, allows the service organizations to define
service request attributes specific to their business requirements. These attributes can vary
by service request types.
The agents, using HTML Customer Service module to create and update service requests,
can now capture these additional attributes which are defined based on the service request
Type. Based on the values entered for these attributes, tasks can be generated automatically
as per setup both during creation and update of service requests. In prior releases, tasks
were auto generated only when a service request was created. In this release, tasks are
generated automatically whenever the values for extensible attributes are captured for the
first time (either during the service request creation process or during an update process).
In prior releases, two service request notes are automatically created for the extensible
attribute feature. One Note captures the Incident Address and the second captures the name
value pair of the extensible attributes. In this release, these notes are created only if the
values for extensible attribute are not null.
3.20.8.2.7. Enable Party Search Region in Customer Support configuration
The ‘Party Search’ option is introduced on the Agent Dashboard. This region allows agents
to look up for a Customer, and review customer details like Contact Points, Addresses etc.
and the past service requests reported by the customer. In prior releases, this option was
available only for the Case Management flavor.
3.20.8.2.8. Uptake service request status restrictions
The HTML Service Request Create and Update Pages now support controlling updates
based on SR Status just like the SR Form. The updates are controlled by the status
attributes (flags) on the SR Status Setup UI.
3.20.8.2.9. Duplicate Checking for Service Requests
Duplicate checking is done in the Service Request Form in the following scenarios:
• When agents attempts to save a service request for the first time (not on update)
• When agents tabs out of the Item Instance or Serial # field during service request
creation
• When a service requests created from Oracle iSupport or Oracle Email Center is
queried up in the service request form
This feature of Duplicate Checking for Service Requests is now also available in HTML
Customer Service module.
3.20.8.2.10. Ability to view Instance Configuration from service request
Agents can now view the details of an Item Instance in a hierarchical view with a single
click from the Create and Update Service Request pages. A new button is introduced in
the Product Information region of the Service request pages to invoke the hierarchical
view of an Item Instance.
3.20.8.2.11. List of Contracts for a Service Request on Create and Update Service
Request pages
In the Service Request Form, the agents can view a list of Entitled or All Contracts
(Entitled as well as not Entitled) in a tabular format. Using this list, the agents can select
the appropriate contract to entitle the service request. This feature is now available in
HTML Customer Service module.
3.20.8.2.12. Sharable Saved Searches
The service administrators can define Saved Searches and share them with:
• All Users or
• Users of certain Responsibilities
If there are specific searches that typically need to be executed by all users or by a group
of users, these can be defined once and shared with the target group. This ensures
consistency in a service organization and avoids having the agents to define their own
saved searches. Agents can focus on resolving issues and improve their productivity.
3.20.8.2.13. Update Service Request Status directly on Agent Dashboard
The service request work queues that are displayed on the Agent Dashboard–‘My Service
Requests’ and ‘My Group Owned Service Requests’ are enhanced to allow agents to
update the status of the service request from the queue itself without navigating to the
service request page. Many times, the agents need to only update the status of one or
more service requests before beginning to work on them. This feature provides that
ability to the agents and improves their productivity.
3.20.8.2.14. Manual Service Request Assignment during Creation
In prior releases, the agents could not manually assign a Group or Individual Owner
during service request creation as available in the service request form. Only fully
automated assignment was supported. In this release, agents can select Group and
Individual SR Owners from a LOV during service request creation.
3.20.8.2.15. Ability to launch Email Center from Contact Email Address
The agents can now send an email to a service request contact with one click. An
envelope mail icon is added next to the contact’s Email Address (if the contact method is
Email) that launches the Oracle Email Center Compose Email window when clicked. The
‘To’ address is defaulted to the service request Contact’s email address and the body can
be setup to default from a template. This improved agents’ productivity by reducing the
amount of work agents have to do to compose and send an outbound email.
3.20.8.2.16. Time Zone Support
There are a couple of improvements done in this area:
• The SLA dates–‘Respond To/By’ and ‘Resolution To/By’ can be viewed in three
different time zones: Agent time zone, Contact time zone, and Incident Address
time zone. Being able to view these dates in the different time zones allows the
agents to better prioritize their work and accurately respond to customer
enquiries.
• The dates/times displayed in the History tab by default are displayed in the
agent’s time zone. These dates can be toggled to be viewed in the following time
zones: Primary Contact’s time zone, Incident Address time zone, and Server time
zone.
3.20.8.2.17. Copy Service Request Enhancements
When making a copy of a service requests agents can now do the following:
• Change the Customer of the new copied service request
• Create a link between the new copied service request and the existing service
request
This improves agent productivity because in most cases, the copy service request
operation results in changing the customer and establishing a link between the two
service requests.
3.20.8.2.18. Search by “Created By User” in Service Request Advanced Search
The existing Service Request Advanced Search feature is enhanced to allow agents to
search for service requests created by a particular user or a group.
3.20.8.2.19. Ability to select Item Revision Description from LOV during service
request creation/ update
In some implementations, an Item can have hundreds of revisions and each revision has a
number and a description. The agents are more likely to remember a description than a
number. In prior releases, only the Revision Number was available in the Create and
Update Service Request pages. In this release, the Revision Description attribute is added
that allows agents to search for an item via its revision description–thus making it easy
for agents to identify the correct item.
3.20.8.2.20. Uptake profile to default Bill to and Ship to Addresses during service
request creation/ update
The Bill To and Ship To addresses can now be defaulted based on the setting of the
profile ‘Service: Default Bill To and Ship To Address Options’. The two values of this
profile are:
• Default from Customer – In this case, the service request’s Bill To and Ship To
addresses are defaulted from the Customer’s primary Bill To and Ship To
addresses
• Default from Installed Base – In this case, the service request’s Bill To and Ship
To addresses are defaulted from the Instance’s Bill To and Ship To addresses. In
case when these addresses are not defined in Installed Base, the Bill To and Ship
To will be defaulted from the customer’s primary Bill To and Ship To addresses.
3.20.8.2.21. Service Request Usability Enhancements
• The phone number associated to the service request contact is displayed with the
Country Code and Extension in the ‘Contact Information’ region.
• The Note Type and Note Visibility fields are displayed on the Service Request
create page.
• When linking Service Requests, the service request type is displayed to the
agents enabling them to identify the service request more easily.
• The following profiles are now honored in HTML Customer Service module:
o Service: Make Contact Mandatory
o Service: Default New Note Type
o Service: Interaction Logging Mode
3.20.8.3. Automatic Task Creation on Service Request Status Transitions

In prior releases, SR Tasks can be automatically created during service request creation
based on a mapping of Task Templates to SR attributes. In this release, SR Tasks can be
automatically created on specific SR Status Transitions (e.g. from “New” to “Entitled”).
3.20.8.4. Launch of Workflow on Service Request Status Transitions

In this release, an ability to launch service request workflow when a certain service
request status transition happens has been provided. Each service request status
transition can be mapped to a workflow with an item type of SERVEREQ. When the
service request status changes as described in the status transition, the appropriate
workflow is kicked off.
3.20.8.5. Filter Task Template Groups LOV Based on Task Template Mappings
In this release, the task template groups LOV during task creation can be filtered based
on the task template mapping attributes of service request type, item category, item, and
problem code.
3.20.9. Release 12.2.4
3.20.9.1. Integration with Oracle Knowledge (Inquira)

Oracle Knowledge (Inquira) is a best of the breed knowledge management system. It
enables the service organizations to easily create, manage, and share content across
languages. It provides a powerful Natural Language Search (NLS) to search unstructured
content, structured data, and transactional business applications.
In this release, a new integration with Oracle Knowledge (Inquira) allows the agents to
search knowledge stored in Inquira system from various service user interfaces such as
Contact Center Form, Service Request Form, Field Service Tech portal, and HTML
Service Request page to resolve customer issues. InQuira’s patented Intelligent Search
technology finds exact answers to inquiries based on their meaning. The agents can also
attach solutions to the service requests.
The service Organizations can configure to either use the knowledge stored in Oracle
Knowledge (Inquira) or in the Oracle e-Business Knowledge Management System
available from previous releases.
3.20.9.2. HTML Service UI Enhancements

3.20.9.2.1. Direct Client-side CTI Integration with HTML Service Applications
The direct client-side CTI integration introduced in 12.1.1 for Forms based Service
applications has been extended to HTML Service Application enabling the agents using
the HTML Service applications to be more productive through incoming call screen pops.
The agent can log into the CTI System from the HTML Service application and make
themselves available for taking incoming call. On an incoming call, this functionality
launches a context-sensitive screen-pop for the agent who is answering the call based on
the information entered by the customer into the IVR. The agents can also make
outbound calls.
Using the direct client-side CTI integration framework, the service organizations can
write custom adapters for CTI integration between the HTML Service pages and a third
party middleware’s soft phone. This framework reduces the communication overhead,
provides faster screen-pop for agents, and improves scalability of the solution. In this
release, only the Service Request Update page is screen pop enabled. Service Request
Number is available as an IVR Parameter in this release.
3.20.9.2.2. Optimization of HTML Service Create and Update Service Request Pages
The HTML service request Create and Update pages have been enhanced to improve
their usability and look and feel. The changes include improving the layout of various
regions, fields, and buttons displayed on these CS HTML pages, removing extra white
space, and creating a new region for the Assignment options.
3.20.9.2.3. New Modal pop-ups for quick Create/Update/View of Service Requests
New modal pop-ups have been created to allow agents to quickly create and update
service requests and to review service request notes history. They pop-ups can be invoked
from the Universal Work Queue and the queues available in the Agent Dashboard page.
3.20.9.2.4. Enhanced Service Request Audit Report
The Service Request audit report is enhanced to display the audit information related to
the both Service Request Flex fields.
3.20.9.2.5. Display of Task Audit details in the Service Request History Region
The History Tab now displays the information similar to the Service Request Log and
Notes in Service request form. More task fields are displayed in this region. This tab has
new filter checkboxes with the following options: All, Service Request Notes, Service
Request Audit, Knowledge, Interactions, Tasks, and Service Request Escalations.
3.20.9.2.6. Complete Incident Address Logic in HTML Service Request Pages
Now the HTML Service Request pages support the same behavior for the Incident
Customer and the Incident Address fields as it exists in Service Request Form. It is done
by honoring the profile “Service: Address Filter Options”.
3.20.9.2.7. Display/Update of Service Request Business Process on Service Request
Pages
A new field has been added to the Service Request Pages to capture business process. It
defaults from the business process associated to the selected Service Request Type.
However, the users can the business process without changing the Service Request type.
If the business process is changed, the service request will be automatically re-entitled by
calling the service contracts entitlements API.
3.20.9.2.8. Display of Customer Credit Hold on Service Request Pages
A new field has been added to the Create and Update Service Request pages to display
whether the Customer Account/ Bill to Account selected on the service request is on
Credit Hold.
3.20.9.2.9. Uptake of Notes Security by User/Role in Service Request History Tab
The Service Request History Tab has been enhanced to uptake the security model already
provided by common foundations Notes module. Different subsets of notes for a service
request may be accessible to different users based on their privileges as defined by
security in Notes Module.
3.20.9.2.10. Capture Sales Order Number on the Service Request Pages
A new field has been added to the Service Request Pages to capture Sales Order Number
at the service request header level. This field is also available in Service Request Forms
user interfaces. The Sales Order Number captured at the service request level is used as
the default Sales Order Number when creating Charge Lines.
3.20.9.3. Public APIs to create Service Request Extended Attributes (CIC)

New public APIs to Create, Update, and Delete Service Request Extended attributes for
service requests (also referred to as CIC Extended Attributes) are provided.
3.20.10. Release 12.2.5
3.20.10.1. New Simplified Rich HTML Contact Center

The existing Contact Center Solution, built using the Oracle Forms Technology stack, is
a robust solution but has limitations such as the need for high network bandwidth, lack of
modern internet look and feel, lack of compatibility with modern devices (tablets,
phablets, etc.) and poor utilization of larger monitors.
To mitigate these limitations, a new HTML (OAF) Contact Center UI is provided.

The following features are included in this release:
- Customer 360 degree view
- Customer Profiles Dashboard
- Customer Service Requests
- Customer Notes
- Knowledge Management Integration with Oracle E-Business Suite’s CRM Knowledge
Management application and Oracle Knowledge (InQuira)
- Oracle Scripting Integration
- Telephony Integration
- Customer Search (Quick Search and Basic Search)
3.20.10.2. Enhanced Service Request Security (uptake MOAC)

In this release, the service applications will support the ability to secure service requests
by Operating Unit (OU). This will be in addition to the existing Service Request Type
Security. This new security policy based on Service Request Operating Unit (MOAC)
will be enforced in all the user interfaces that currently enforce the Service Request Type
Security.
If MOAC (Multi Org Access Control) Security is enabled, the users will be allowed to:
• Create service request only for the operating units that exist in the users’ MOAC
OU list (existing functionality).
• Search, view, and update only those service requests with operating units that
match the list of OUs defined in the users’ MOAC OU list.
• Access service request child objects (Tasks, Charges, Notes, etc) from the
Service Request UIs only if they can access the service requests based on their
MOAC OU list.
• Assign service requests and tasks only to individual resources that have access to
the service requests based the resource’s MOAC OU list.
3.20.10.3. Access All Invoices and Credit Memos from the Charges UI
The agents can access an invoice or a credit memo from a Charge Line. If the
corresponding sales order has multiple invoices and credit memo, the agents can now
drill down into a summary invoices and credit memo page, and then access individual
invoice or credit memo details.
3.20.11. Release 12.2.6
3.20.11.1. Task Status Transitions based on Task Type

CRM Setups are enhanced to allow Task Status Transitions to be associated to a Task
Type. All TeleService UIs that expose the Task Status Field are enhanced to optionally
display only the Task Status setup in the Status Transitions tied the Task Type. This
allows very different tasks, like Field Service Tasks and Personal Tasks to have different
life cycles.
3.20.11.2. Creation Task Status based on Task Type

The list of Task Statues that can be used to create a Task can now be defined by Task
Type allowing different life cycles for different type of tasks.
3.20.11.3. Multiple Products on Service Request

Service Applications will have the ability to capture multiple Products located at the
same site on a single Service Request.
• A new Service Request Products Pages has been added to Customer Support
HTML to allow users to capture information about all products that require
service (Repair, PM, Field Changes, etc)
• Field Service Technician Portal Debrief Pages are enhanced to allow field
technicians to report/debrief labor, parts and expenses against the specific
product or component he/she worked on from the list captured on the Service
Request. Field Techs can also directly access the new Service Request Page to
make corrections and additions.
• HTML Charges Page is enhanced to capture Parent Instance for Labor and
Expense as is currently supported for Material,
• The Charges API is enhanced to accept the Parent Instance for Material, Labor
and Expenses and then use the Parent Instance's Contracts to calculate the correct
Charge Amounts.
• The Service Request APIs is enhanced to support adding and updating multiple
products on the service request
• The Service Request Search is also enhanced to support multiple products on the
service request
3.20.11.4. HTML Service Application Enhancements

3.20.11.4.1. Search for IB instances
Customer Support provides the ability to search for Installed Base instances based on
different parameters. The results page will have the option to create a Service Request
based on the Instance selected. This is similar to the functionality already supported in
our Forms UIs.
3.20.11.4.2. Display Service History
The current Service Requests for Item Instance region is enhanced to support the same
Service History functionality already available in the service request form.
3.20.11.4.3. Add Quick Filter to UWQ
Currently, HTML UWQ renders the work queues dynamically. For this reason, we are
unable to leverage any advanced features of OAF tables. To simplify the development
effort, in this release, the HTML UWQ will render the Quick Filters in a similar way as
the Forms UWQ UI. The quick filters will be rendered on top of the work queues aligned
to the right.
3.20.11.4.4. View Preventive Maintenance Schedule
A new HTML Page is provided so Dispatchers, Field Techs and Call Center Agents can
easily view the customer product's PM Schedule. This new page can be accessed from
the Dispatch Center (Forms and ADF), the Service Request Form, and the Field Service
Technician Portals.
3.20.11.5. HTML Contact Center Enhancements

The following features are included in this release:
• Install Base Integration: Users will be able to create, view and update Install Base
• Contracts Integration: Users will be able view the customer's Contracts
• Orders Integration: Users will be able to create, view and update the customer's
Sales Orders
3.20.12. Release 12.2.7
3.20.12.1. Service Request Multiple Products Incident Address Filter

Honor the profile “Service: Restrict Installed Base by Incident Address”. This profile is
used to turn on/off filtering the Installed Base LOVs (Instance, Serial and Tag Number)
by the Incident Address.
3.20.12.2. Service Request Multiple Products access to Installed Base UI

Access the Update Installed Base Page for any of the products on the Service Request
Enhance the Service Request read only page to show multiple products
3.20.12.3. Service Request Multiple Products added to Read Only SR Page

Enhance the Service Request read only page to show multiple products
3.20.12.4. HTML Service - Support filters for the Queues in Agent Dashboard
New show/hide regions have been added to the Agent Dashboard Queues (Service
Requests and Tasks) so the user can select different attributes to filter the queues.
3.20.12.5. HTML Service - Add new columns to the Task Queue

The Tasks Queues in the Agent Dashboard now show the following columns: Service
Request Status, Service Request Type, Service Request severity, Service Request
Problem Code, Service Request Urgency, Service Request Resolve by and Task
Assignee.
3.20.12.6. HTML Service - Add Search criteria to the Service Request Search
The field “HelpDesk Number” is added to the “Add Attribute” LOV in the Service
Request Attributes Region in the SR Advanced Search page. Also, this attribute is added
as a new column in the Advanced Search Results Page.
3.20.12.7. HTML Service - Add Search criteria to the Task Search

Two new search fields are added to the Task Search Page: Service Type and Service
Request Status. Also, the following columns are added to the Task Results Page:
Problem Code, Incident Date, SR Type and Task Creation Date.
3.20.12.8. HTML Service – Additional Service History

The Service Request History Page in CS HTML is enhanced to show the following
information: Install Base Notes, Task Notes, and Task Debrief Notes. It will also provide
a link to review details about emails created in Email Center.
3.20.13. Release 12.2.8
3.20.13.1. Multiple Problems on a single Service Request

The Service Request Multiple Products Page has been enhanced to allow a product/asset
to be listed multiple times so that multiple Problem Codes/Descriptions can be entered.
3.20.13.2. Access the Multiple Products Page from Service Request Forms UIs
The Service Request Multiple Products Page can now be accessed from the SR Form and
the Forms based Contact Center.
3.20.13.3. Support Ship to/Bill to Parties not related to SR Customer Party

Previously, only Parties with a TCA Relationship to the SR Customer Party could be
selected as Ship to and Bill to Parties (and hence addresses). In this release, we have
removed this constraint to support of more complex service delivery use cases..
3.20.13.4. HTML Service – Display related Object Notes

The Service Request HTML UI has been enhanced to include Installed Base Notes,
Escalation Task Notes, and Debrief Notes just like we have in the Forms UIs.
3.20.13.5. HTML Service – Manage Task Searches

Previously, users only had the ability to create and save queries. Now, users can access
the Manage Searches UI to update and remove saved searches.
3.20.14. Release 12.2.9
3.20.14.1. Charges Advanced Pricing Integration

TeleService Charges now supports most Advanced Pricing features including modifier
lists and secondary price lists.
3.20.14.2. Invoices Integration in HTML Contact Center

HTML Contact Center has been enhanced to include view of customer invoices. Users
now view the list of customer invoices and the details.
3.20.14.3. Notifications to Non-Employee Service Request Owners

TeleService has been enhanced to send Workflow notifications to non-employee Service
Request Owners like Supplier Contacts and Field Service Partners.
3.20.14.4. Search Service Requests using Descriptive Flex Field attributes

Users can now search for Service Request using Descriptive Flex Fields on TeleService
Service Request Search UIs.
3.20.14.5. Change Customer Information when copying Service Requests

Currently, the Copy Service Request process does not allow copying a SR if the SR
Contact information is mandatory and the copied SR does not have a contact. This
process has been enhanced to add the ability to update customer information as required.
3.20.15. Release 12.2.10
3.20.15.1. Service Request Templates

Ability to create a service request from a template is provide to reduce redundant date
entry in HTML Service Request UI.
3.20.15.2. Multiple Browser Tabs
Users can now work on multiple service requests by opening them each in their own
browser tab.
3.20.15.3. HTML Charges UI Enhancements

The following enhancements have been made to the Charges UI.
• Ability to Show and Hide regions and simplified navigation
• Link Actual Charges to Estimates
• Copy multiple Estimates to Actual Charges
• Ability to select which Charges Lines to submit to Order Management
• Ability to create one Sales Order for Service Charges with differing customer PO
Numbers.
3.20.16. Release 12.2.11
3.20.16.1. Allow Advanced Pricing To Determine Service Charges Price List

Pricelist entry has been made optional to enable Advanced Pricing to derive the
appropriate pricelist for calculating service charges.
3.20.16.2. Notifications Rules Based on Operating Units

From this release, notification rules can be configured based on operating unit. This will
enable customers to send different types of notification based on varied needs across
different operating units.
3.20.16.3. Display Interaction History in HTM Contact

HTML Contact Center has been enhanced to include all customer interactions including
emails and service requests.
3.20.16.4. Simplified Contact Edit Page in HTML Contact Center

From this release, users can edit customer contact information on simplified edit page in
HTML Contact Center.
3.20.16.5. Search Customers Using Partial Search Keys in Contact Center

Users can now search for customers on Contact Center UIs (both Forms and HTML)
using partial search keys.
3.20.16.6. Delete Depot Repair Charges Created from Estimates

Prior to this release, charge lines created from Depot Repair estimates could not be
deleted. This feature allows the deletion of actual charge lines copied from estimates
irrespective of the source. Only charge lines that are not yet submitted to Order
Management can be deleted.
3.20.17. Release 12.2.12
3.20.17.1. Ability To Purge Only the Service Request Audit Data

Service Purge solution enables purging of service requests and the associated
child objects. Some customers requested the ability to purge only the service
request audit data that are not required anymore. This will help to reduce the
storage requirements for the fast-growing service request audit data.
3.20.17.2. Display the Current Location Party Name of the Instance
Teleservice allows the creation of service requests owned by a related party of the
service request customer. It is vital to know the party name associated with the
current location if the item instance is at a site other than an owner party site. This
attribute is visible in these TeleService UIs:
Service Request tab in Contact Center, SR Form Service Request header region,
and CS HTML Service Request header region.
3.20.17.3. Service Charges: Default the Service Request Owner As the Order
Salesperson on Orders
This configurable feature will default the service request owner as the order
salesperson on orders generated by the Charges Submission process.
3.20.17.4. Service Charges: Defaulting of Price List Based on Customer /

Service Activity Setup
Two more price list defaulting options are now available in the Service: Charge Line
Default Price List profile – 'Use Price List Based on the Customer Account Setup' and
'Use Price List Based on the Service Activity Code Setup.'
3.20.17.5. HTML Contact Center: Tasks Info-Tile

The newly introduced Tasks info tile displays the summary and detailed
information of party tasks. This feature allows users to view, create and update
party tasks for the selected customer.
3.20.17.6. CS HTML: Allow Users To Enter the Service Request Number Manually
By default, the service request creation process automatically generates the service
request number. This configurable feature allows users to enter service requests number
manually. Create Service Request UI now supports manual service request number entry.
3.20.17.7. CS HTML: Allow Users To Assign Different Owner and Assignee for
Each Task in the Task Template
Create Task From Template UI now allows the selection of task owner and task
assignee for each task configured in the template group. By default, these values
default from corresponding profile options.
3.20.17.8. CS HTML: Ability To Create Instances for Each Item in the More
Products UI
Multiple Products UI is enhanced to allow the creation of new product instances
or update of existing ones for all products associated with a service request.
3.20.18. Release 12.2.13
3.20.18.1. Ability To Turn Off TCA Relationship Between Service Request Party
and Install Base Instance
To be consistent in what install base supports, this feature removes the TCA
relationship check between the service request owner and the current location owner
of install base.
3.20.18.2. Ability To Create Multiple Copies of Tasks
This feature enables the creation of multiple copies of a task with one click. The user
can choose the number of copies of the task when copying a task.
3.20.18.3. Ability To Drill Down to Sales Orders Form from Charges Tab
Charges tab on Service Request Forms UI now allows the user to drill-down to the
Sales Order Details UI.
3.20.18.4. Ability To Provide More Flexibility in the Copy Service Request

Feature
This feature enhances the Copy Service Request feature by adding the ability:
• To copy the manually created charge lines and
• Optionally copy purchase order number.
3.20.18.5. Ability To Automatically Fetch the Best Possible Contract on The

Update of Severity or Type
Prior to this release, automatic retrieval of the best possible contract happens when
tabbing out of these fields: Item, Item Description, Instance, Serial, Tag and System.
Retrieval of the best possible contract is enabled when the user tab out of Service
Request Severity and Service Request Type fields.
3.21. Oracle Service Command Center

3.21.1. Overview
The Oracle Service Command Center provides dashboards for service managers and tier
2 service agents. The Service Manager Dashboard helps managers achieve SLA
Compliance, identify at risk service requests, remove bottlenecks, and balance workloads.
The Service Agent Dashboard likewise helps agents prioritize their work, measure their
productivity, and easily access the TeleService HTML UIs when they decide which
service request is top priority.
The Oracle Service Command Center is available at no additional cost to licensed users
of Oracle TeleService. It can be applied to Release 12.2.4 and above.
3.21.2. Release 12.2.8+
The following functionality requires Oracle Enterprise Command Center
Framework Release 12.2 V2
3.21.2.1. Service Manager Dashboard

The Service Manager Dashboard is designed for first and second level Support/Customer
Service Managers. It provides the ability to monitory both Service Requests and Service
Request Tasks to ensure SLA compliance and delivery of topflight customer service.
Mass update capability allows you to quickly reassign a group of service requests or tasks
when, for example, an agent calls in sick.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Service Command Center 135
3.21.2.2. Service Agent Dashboard
The Service Agent Dashboard provides a more advanced user experiences for Service
Agents that they get with the base EBS Service UIs. This includes embedded analytics
with drill down to transactional UIs, information discovery and advanced search.
3.21.3. Release 12.2.10+
3.21.3.1. Service Manager Dashboard

Service Manager Dashboard includes the following enhancements in this release:
• Review and update charge lines that need attention
• Review service cost and revenue
• Submit charge lines to Order Management
• Get insights on service request inflow and closure rates based on various
dimensions.
3.21.3.2. Service Agent Dashboard

Service Agent Dashboard includes the following enhancements in this release:
• Review and update charge lines that need attention
• Review service cost and revenue
• Submit charge lines to Order Management
3.21.3.3. ECC Real-time Updates

In this release, Service Manager and Service Agent Dashboards support real-time update
feature which provides users a near real-time view of data on these dashboards. When the
user invokes the UI from Service Manager or Service Agent dashboards to update a
service request or a charge line, or submit charge lines, the record is updated in the
database and the changes are reflected on the ECC dashboard automatically.
3.21.4. Release 12.2.11
3.21.4.1. Service Charges Dashboard

Service Charges ECC content is now made available as a separate dashboard in this
release. Charges sub-tab in both Service Agent and Manager Dashboards has been
removed.
3.21.4.2. Service Charges and Service Request Update UIs

Service Manager, Service Agent, and Charges Dashboards include pop-up UIs to
facilitate quick updates. Following pop-up UIs are introduced in this release:
• Update Charges
3.21.5. Release 12.2.11+
3.21.5.1. Service History Network Diagram

This release introduces Service History Network Diagram, a visual tool to navigate the
service request resolution path. It is a visual representation of service requests, associated
tasks, and debrief records, grouped by item and customer attributes. This tool provides
the ability to quickly understand the resolution process of service requests in the past and
thus enables a quicker resolution process for new service requests.
3.21.6. Release 12.2.12
3.21.6.1. Agent and Manager Dashboards: Search for Service Requests Using
Notes Keywords
This feature enables the search for service requests that match certain keywords in the
notes associated with either the service request or its associated tasks.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Service Command Center 136
3.21.6.2. Agent and Manager Dashboards: View Audit Trail for Service Requests
and Associated Tasks
The ability to view the audit details of a service request and associated tasks is now
available in Agent and Service Manager dashboards. Users can see the audit information
by clicking on the Log and Notes row icon in the Service Request result table.
3.21.6.3. Charges Dashboard: Charges and Cost Summary Information

Charges Summary table added to the Charges dashboard provides a summary view of
charges, cost, and profit. Users can view the summary information based on different
charges attributes such as operating unit, business process, customer, item, billing type,
and service activity.
3.21.7. Release 12.2.12+
3.21.7.1. Agent and Manager Dashboards: Inline Views of All Products and
Contacts Associated with a Service Request
This feature provides inline views of all products and contacts associated with a service
request, which will help users review the details of a service request without navigating
out of the service request list view.
3.22. TeleService Information Discovery

• Effective January 1, 2022, both 12.1 and 12.2 versions of the Oracle E-Business Suite
Information Discovery Plus products will move into Sustaining Support.
• Similar capabilities are available at no additional cost in Oracle Enterprise Command
Centers and other standard Oracle E-Business Suite 12.2 functionality.
• For more information, see the Oracle Lifetime Support Policy: Oracle Applications
3.22.2. Overview
Oracle TeleService Information Discovery, formally known as Oracle E-Business Suite
TeleService Extensions for Oracle Endeca, is a solution that improves the efficiency and
productivity of service managers and service agents. The newly introduced Service
Operations Dashboard improves operational efficiency by allowing service managers to
identify bottlenecks, rebalance work queues, and measure utilization and performance of
support teams. They can elevate service quality by monitoring service requests in
jeopardy, performing root cause analysis, and taking corrective actions to help resolve top
priority issues. By proactively monitoring service requests, they can reduce service level
agreement penalties and improve customer satisfaction and loyalty, thereby increasing
overall profitability.
3.22.3. V5
Service managers and agents need to know how to prioritize their workload. The Service
Operations Dashboard is designed to provide critical metrics and information instantly so
that they can direct their attention to the most critical issues. This product is compatible
with releases 12.1.3 and 12.2 of EBS.
Oracle TeleService Information Discovery provides the following features:
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document TeleService Information Discovery 137
3.22.3.1. Identify and monitor critical service requests
The Service Operations Dashboard provides a metrics bar to highlight the following
critical metrics:
• Open - service requests which are open
• Escalated – service requests which are escalated
• Response in Jeopardy – service requests which are in jeopardy of missing the
expected respond by date
• Resolution in Jeopardy – service requests which are in jeopardy of missing the
expected resolve by date
• Missed Response – service requests which have already missed the expected
respond by date
• Missed Resolution – service requests which have already missed the expected
resolve by date
• Unassigned – service requests which have not been assigned to a group or an
individual owner
• Unassigned Owner – service requests which have been assigned to a group but
not to an individual owner
Service managers can immediately direct their attention to the areas as highlighted by
these metrics and take appropriate corrective actions.
3.22.3.2. Identify most active customers, most problematic products, and most
common service request types
The Service Operations Dashboard provides tag clouds which highlight the following:
• Top service request types
• Top products reported in service requests
• Top problem areas reported in service requests
• Top active customers reporting service requests
The information provided by these tag clouds gives insights on the nature and source of
the service requests. Service managers can use this information to improve the quality of
the products, improve training for service agents, and improve customer knowledge to
reduce the number of service requests.
3.22.3.3. Execute corrective actions on transactional system

Service managers can drill down directly into the service requests details page to update
the service request with diagnosis, change status, reassign to a different owner, or ask for
additional information.
Service managers and agents can also perform mass update actions on a selected group of
service requests to quickly change status, update a note, provide a resolution, or change
owners in a single transaction.
These corrective actions can prevent breach of service agreements, and minimize the
penalties incurred on service requests that have already missed the SLAs.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document TeleService Information Discovery 138
3.22.3.4. Enforce data security for service requests
In addition to enforcing the currently available service request type security, the Service
Operations Dashboard supports three levels of data security to control access to the
service requests. Agents and managers can be given access to either:
• Access all service requests
• Access only service requests owned by them or the groups they belong to
• Access only service requests owned to them
3.22.3.5. Analyze graphical data with varying dimensions

The dashboard provides interactive graphs for each critical metric which allows managers
and agents to group data by two different sets of dimensions such as:
• Group Owner
• Individual Owner
• Item Name
• Request Type
• Status
• Severity
• Urgency
• Customer Name
• Problem Code
They can also drill down into specific attributes to dynamically view data based on the
newly chosen criteria.
3.22.3.6. Improve product and service quality through root cause analysis
Service managers and agents can perform root cause analysis by searching for specific
attributes or keywords through the search box or the guided navigation components.
3.22.3.7. Improve workload utilization and elevate performance

Service managers can track the backlog of resource groups and individual owners to
ensure that all agents are utilized effectively and assigned the appropriate service requests
to achieve effective throughput. To expedite the resolutions for the service requests,
service managers can rebalance the work queues by reassigning service requests, make
staffing changes, and implement more effective training plans for improved performance.
3.22.4. V6 Endeca to Information Discovery
Starting with V6, Oracle E-Business Suite TeleService Extensions for Oracle Endeca is
renamed to Oracle TeleService Information Discovery.
3.23. Oracle Mobile Service Manager

3.23.1. Discontinuation Notice
Oracle is discontinuing Oracle Mobile Service Manager for E-Business Suite (“Service
Manager”) as of August 3, 2018.
Oracle E-Business Suite Releases 12.1 and 12.2 Release Content Document Oracle Mobile Service Manager 139
Oracle will support this app, but will not deliver any new updates to the app. The app will
remain on the Apple App Store and Google Play with the latest client version delivered, as
long as technically feasible. Apple and Google may remove apps that no longer meet their
technical requirements.
Customers who have installed this app will continue to receive technical
support including access to online support tools, knowledge bases, pre- existing fixes, and
service request resolution. As of August 3, 2018, error
correction support will no longer be available for this app.
Additionally, Oracle will not certify this app with any further operating system updates,
new devices, or new Oracle E-Business Suite
releases after its discontinuation date. Oracle will continue to assist you to the best of our
ability; however, we are unable to provide any new fixes.
3.23.2. Overview
Oracle Mobile Service Manager for Oracle E-Business Suite (“Service Manager”) is a
smart phone only application that improves the efficiency and productivity of the contact
center. This smart phone application allows contact center managers and agents to
manage and update service requests anywhere on-the-go, 24x7, for the best service
delivery. Contact center managers and agents are alerted to escalations and approaching
SLAs so that they can reassign work and prioritize tasks to ensure compliance to service
agreements. Designed to provide highly intuitive and superior overall end user
experience, this application will also operate as a disconnected application to ensure
uninterrupted productivity even without network connectivity.
The initial release of Mobile Service Manager and will be supported initially on 12.1.3
and subsequently on 12.2.3 and beyond. It will provide the following key features:
3.23.3. Release 12.1.3
3.23.3.1. Define customized queries to identify service requests of interest

Aside from the saved queries seeded out of the box, contact center managers agents can
create customized queries to identify service requests of interest. These queries are
executed against all downloaded service requests post data synchronization to obtain the
latest list of service requests matching the search criteria.
3.23.3.2. Monitor current service request backlog, 24x7, anywhere on the go

Any time of the day, anywhere on the go, managers have immediate grasp of the health
of the contact center. Managers can get an instant summary of the service request backlog
of the contact center. Summary can be customized to provide details to identify the
backlog for a certain severity, for a particular customer, for a particular product, etc.
3.23.3.3. Get instant access to escalated, high severity service requests

Service Manager easily identifies the list of high severity service requests. Contact center
managers can prioritize workload to ensure that progress can be made in a timely fashion,
and assign to the agent(s) most adept at resolving the issues.
3.23.3.4. Identify service requests that have violated service request agreements
Contact center managers and agents can instantly see the list of service requests that have
either violated or are in jeopardy of violating of service level agreements. They can direct
immediate attention to these issues to minimize the potential financial penalties and
customer dissatisfaction.
3.23.3.5. Secure access to service requests
Service Manager leverages the same service request type security and group security as
in Oracle TeleService to allow only authorized users from accessing and updating service
requests. Users must be assigned the proper service responsibility on the enterprise to be
able to log into the Mobile Service Manager application.
3.23.3.6. Update service requests anytime, anywhere

Agents assigned to service requests can now work on service requests while on the go.
They can provide updates and analysis, ask for further clarification, and provide
suggestions for workarounds even while away from the office. Statuses and severity can
be updated accordingly and notes and attachments can be added as required.
3.23.3.7. Reassign service requests

Contact center managers can reassign service requests to different groups and agents to
take better advantage of skill sets, rebalance work queues and reduce resource
bottlenecks.
3.23.3.8. Support for disconnected mode

Service Manager operates in disconnected mode to allow managers and agents to
continue working even in areas of low connectivity. Service requests, along with objects
referenced by them, such as products, service request types, service request statuses and
urgencies, problem codes, customers, accounts, resources, notes and tasks are
downloaded onto the local Smartphone. Changes to the service requests are later
synchronized back to the enterprise when connectivity is available to provide
uninterrupted progress and virtually no downtime.
3.23.4. Mobile Release 8.0
Oracle is discontinuing Oracle Mobile Service Manager from Oracle E-Business Suite
Mobile Release 8.0 and onwards. Oracle will support this app, but will not deliver any
new updates to the app.
• The app remains on the Apple App Store and Google Play with the latest client
version delivered in 2017.
Customers who have installed this app will continue to receive technical support --
including access to online support tools, knowledge bases, pre-existing fixes, and service
request resolution -- for as long as they operate the app. Error correction support is no
longer available for this app.
Additionally, Oracle will not certify this app with any further operating system updates,
new devices, or new Oracle E-Business Suite releases beyond Release 12.2.7. Oracle will
continue to assist you to the best of our ability; however, we are unable to provide any
new fixes.

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ORACLE E-BUSINESS SUITE

RELEASE CONTENT DOCUMENT

Prepared by Oracle E-Business Suite Product Development

Last Updated: November 17, 2023

Copyright © 2011, 2023, Oracle and/or its affiliates.

2.1. Purpose of Document

3.1. Oracle Advanced Inbound Telephony

Oracle Advanced Inbound Telephony provides telephony integration to all major

3.1.2. Release 12.1.1

3.1.2.1. Direct Client-side CTI Integration

3.1.3.1. Direct Client-side CTI Integration with HTML Service Applications

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+

3.2.4. Release 12.1.2

3.2.5. Release 12.1.3

3.2.6.1. Scheduler UI – Simplified Territory Qualifier Selection

3.2.6.2. Scheduler UI – Display Spares Sourcing Information

3.2.6.3. Auto Commit (Release) Tasks by Territory

3.2.7. Release 12.2

3.2.8. Release 12.2.4

3.3. Oracle Assignment Manager

3.3.2. Release 12.1.1

3.3.3. Release 12.1.2

3.4. Oracle Complex Maintenance, Repair & Overhaul (CMRO)

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)

• Ability to update a unit configuration from a work order in production, in order

3.4.4. Release 12.2

3.4.4.1.1. Reports Tab

o Component Removal Forecast - there is an additional parameter of

3.4.4.1.2. Maintenance Requirement Status Reports Tab

Within this Tab are sub tab hyperlinks to these 3 reports:

3.4.4.2. Projects Integration Enhancements (New Functionality)

3.4.4.3. Enigma 3C Integration (New Functionality)

3.4.4.3.2. Creating Master Configurations from an IPC

• “Sourced From Enigma” Yes/No dropdown is added to the search criteria in

3.4.4.4. Supplier Warranty (New Functionality)

3.4.4.4.1. Defining Warranty

The following UIs will gain warranty functionality:

The following UIs are new to this release:

3.4.4.4.2. Assigning Warranty

A warranty contract will have a defined lifespan, as governed by the warranty

The following UIs are new to this release:

3.4.4.4.3. Identifying Warranty

The following UIs will gain warranty functionality:

3.4.4.4.4. Recording Warranty

The following UIs will gain warranty functionality:

The following UIs are new to this release:

3.4.4.4.5. Claiming Warranty

The following UIs are new to this release:

• Warranty Expiration Notification – will provide users a single notification of all

3.4.4.4.8. Warranty Procedures

• Fleets are groupings of unit configurations over time, while operating in a

3.4.4.6. Service Bulletin Effectivity (New Functionality)

3.4.4.7. Route Management (Enhanced)

• Following enhancements have been made to Route Management:

3.4.4.8. Fleet Maintenance Program and Unit Maintenance Plan (Enhanced)