This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
- Administration
Enhanced Email Security with DKIM for Custom Domains
DKIM or DomainKeys Identified Mail is an email authentication mechanism that ensures the integrity and legitimacy of emails. This helps recipients verify that the emails are legitimately from the domain’s authorized mail servers (OFS email infrastructure) and have not been altered in transit.
This new feature enhances email delivery by allowing the registration of customer domains and subdomains within Oracle Field Service. Emails sent on the customer’s behalf are signed with a digital signature, which the receiving email server can verify using the published DKIM key. This ensures that the content hasn’t been tampered with and enables successful delivery to the intended recipient. Essentially, OFS acts as a trusted intermediary, ensuring a seamless and secure email experience while maintaining the reputation of the customers’ domains.
The following capabilities are implemented within this feature:
- Configure up to five (5) domains or subdomains to comply with DKIM when using them in the ‘Reply address’ field of a message scenario step configuration.
- Access and manage DKIM settings, including CNAME Records and Values for each domain or subdomain registered within the platform.
Register domains for all environments in a single action. There is no need to repeat the process for each environment in your subscription.
- Business Benefit
This feature enables sending verified emails using specific sender domains or subdomains, distinct from the default fs.ocs.oraclecloud.com or etadirect.com.
OFS customers can use DKIM to customize email reply addresses with their own domains/subdomains, enhancing brand recognition and personalization in customer communications.
Companies can ensure that emails sent on behalf of their domains or subdomains are authenticated, thereby reinforcing brand trust and credibility. This reduces the risk of these emails being incorrectly marked as spam or blocked by recipients’ email servers.
APIs
Multiple Attachments APIs
Metadata API
Metadata API supports the new type of property in the property related operations, so that integrations are able to create, update and remove the properties with new type.
Property attribute type is extended with new allowed value “attachments”
New attribute “storageApplication” is added to the property schema. It accepts labels of “Oracle Storage” applications. If the provided value is not a label of an “Oracle Storage” application, the request is rejected with 400 code and the message “{…} is not a label of Oracle Storage application”
The property with type “attachments” are not meant to support the following attributes.
- Core Application
- Multiple Attachments
The feature introduces several key improvements:
- Ability to take multiple photos using a single property
- Automatic attachment of photos to Service work order or Maintenance work for persistent storage
Automatic uploading of photos to OCI Object storage with a defined retention policy iOS and Android-installed apps allow users to take multiple photos, upload them to Fusion attachments or OCI Object storage, and view them in the user interface.
Browser application just visualizes photos for end users.
As for now photos can be attached to screens and forms related to the OFS Activity business object.
Business scenarios covered by the feature
1) Persistent storage of photos for break fix of damaged asset
There is a maintenance work order to fix a damaged asset. Based on this work order, an activity is created in OFS.
A technician comes to the location and takes a series of photos capturing the conditions of a damaged asset. Photos get automatically attached to the Maintenance work order and persistently stored.
The tech fixes the asset and proceeds to the Debriefing form. As a part of debriefing, the tech takes another series of photos of the asset proving that it has been fixed and is now working properly. Photos become attached to the Maintenance work order and are permanently saved.
2) Temporary storage of photos for safety audit
A company’s safety and compliance policy demands technicians to wear protective gear before performing work and provide proof of it. Photos should be stored for 60 days to audit if a tech followed the rules in cases where they were injured at work.
When starting an activity, the tech takes several photos confirming that they wore a helmet, goggles, mask and gloves. Photos get uploaded to OCI Object storage. In 60 days, photos are automatically deleted in accordance to the rule configured by the customer.
When to use Multiple Attachments
The feature is recommended for all clients that use iOS and Android installed apps for their technicians.
The best practice is to use OFS as part of the Fusion suite. In this setup, the feature provides seamless collaboration with Fusion Service and Maintenance Cloud without any additional integration efforts.
However, there could be reasons not to save photos in Fusion. For instance, some photos require a shorter retention policy or some photos should be shared with third parties or require additional validation via AI. To address these scenarios, we recommend storing photos in OCI Object storage.
- Core Application
Multiple Attachments
The feature introduces several key improvements:
Ability to take multiple photos using a single property
Automatic attachment of photos to Service work order or Maintenance work for persistent storage
Automatic uploading of photos to OCI Object storage with a defined retention policy
iOS and Android installed apps allow users to take multiple photos, upload them to Fusion attachments or OCI Object storage and view them in user interface.
Browser application just visualizes photos for end users.
As for now photos can be attached to screens and forms related to the OFS Activity business object.
Business scenarios covered by the feature
1) Persistent storage of photos for break fix of damaged asset
There is a maintenance work order to fix a damaged asset. Based on this work order, an activity is created in OFS.
A technician comes to the location and takes a series of photos capturing the conditions of a damaged asset. Photos get automatically attached to the Maintenance work order and persistently stored.
The tech fixes the asset and proceeds to the Debriefing form. As a part of debriefing, the tech takes another series of photos of the asset proving that it has been fixed and is now working properly. Photos become attached to the Maintenance work order and are permanently saved.
2) Temporary storage of photos for safety audit
A company’s safety and compliance policy demands technicians to wear protective gear before performing work and provide proof of it. Photos should be stored for 60 days to audit if a tech followed the rules in cases where they were injured at work.
When starting an activity, the tech takes several photos confirming that they wore a helmet, goggles, mask and gloves. Photos get uploaded to OCI Object storage. In 60 days, photos are automatically deleted in accordance to the rule configured by the customer.
When to use Multiple Attachments
The feature is recommended for all clients that use iOS and Android installed apps for their technicians.
The best practice is to use OFS as part of the Fusion suite. In this setup, the feature provides seamless collaboration with Fusion Service and Maintenance Cloud without any additional integration efforts.
However, there could be reasons to not save photos in Fusion. For instance, some photos require a shorter retention policy or some photos should be shared with third parties or require additional validation via AI. To address these scenarios, we recommend to store photos in OCI Object storage.
- Integration
LLM Knowledge Search with GenAI Summarization
The knowledge search functionality in Field Service has undergone significant improvements that now allow for a more intuitive and effective search experience. The search functionality now matches the meaning of the search query, rather than just the keywords. This enhancement has been made using Oracle AI, which makes knowledge discovery for Field resources much smoother and simpler. The Oracle Field Service knowledge search connected with Fusion Knowledge, provides AI Assisted Answers, a quick overview of the search results, enabling field resources to quickly find the information they need, along with a link to the relevant articles.
Moreover, the Knowledge setup configuration page has introduced a default search prompt configuration. The admin user can now configure a default search prompt using dynamic property values of activity. This means that the admin can customize the search prompts based on the specific needs of the users, making the search experience even more effective.
- Routing
Bulk Routing Daily Travel Limit
As a result of the California electric vehicle law (and similar ones that are to be applied in the future), our customers are obliged to have at least some part of their fleet switched to electric vehicles. Commercially available electric trucks accommodate limited range of miles per charge while not supporting fast recharge, which requires their scheduled routes to be within the established limits. As of 24C version, OFS supports limiting total daily travel via Bulk Routing.
Supporting electric vehicle limits via routing enables efficient resource scheduling within the constraints of their assigned electric vehicle.
IMPORTANT Actions and Considerations
REPLACED OR REMOVED FEATURES
Features and technical components of the solution may be removed or replaced to enhance the security, performance, and overall quality of the cloud service. When this occurs, the deprecation of a feature or component will be announced in advance, allowing customers sufficient time to anticipate the change and transition to any enhanced replacement feature/component. After the deprecation is announced, the deprecated feature or component will remain in the solution until the planned removal date and will not be enhanced or made compatible with other new features.
Enchant Apps has a team of Oracle Cloud experts across all modules. If you are interested in learning more or have a project where you need Oracle cloud expertise, feel free to contact us!