Oracle Field Service Cloud Release Notes Releases 15.5.0 – 15.5.2

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1 

Introduction .................................................................................................... 11 

1.1 

Document Purpose and Scope ....................................................................... 11 

1.2 

Glossary .................................................................................................... 11 

2 

Oracle Field Service Cloud 15.5.0 ....................................................................... 14 

2.1 

Overview ................................................................................................... 14 

2.2 

Manage ..................................................................................................... 15 

2.2.1 

3 

Manage on Mobile Devices ......................................................................... 15 

2.2.1.1 

Ability to Use Unscheduled Pane in Time View ........................................ 15 

2.2.1.2 

Ability to Clear Search with the Х Button ............................................... 15 

2.2.1.3 

Ability to Scroll in List View and Quota Screen ........................................ 16 

2.2.1.4 

Improved Usability of Filters on Activity Views on Tablets ......................... 16 

2.2.1.5 

Ability to Close Popup Windows with the Close (X) Button ........................ 16 

2.2.1.6 

Drag and Drop Functionality Implemented ............................................. 16 

2.2.1.7 

Ability to Resize Unscheduled Pane on Map View..................................... 17 

Oracle Field Service Cloud 15.5.1 ....................................................................... 18 

3.1 

Overview ................................................................................................... 18 

3.2 

Manage ..................................................................................................... 19 

3.2.1 

Manage on Mobile Devices – 'Edit Time Slot' Window Scrollable on iPad ............ 19 

3.2.2 

Manage on Mobile Devices – Hints Displayed Properly in Chrome Browser ......... 19 

3.2.3 

Manage on Mobile Devices – Drag-and-Drop Functionality Works Properly......... 19 

3.3 

Move ......................................................................................................... 19 

3.3.1  3.4 

Activities Not Supporting Work Zones Moved Properly .................................... 19  Mobility ..................................................................................................... 19 

3.4.1 

Actions in 'User Options' Displayed Properly ................................................. 19 

3.4.2 

Mobility Behaves Correctly in Case of Connection Loss ................................... 20 

3.5 

System...................................................................................................... 20 

3.5.1  4 

Visibility Settings No Longer Affect System Performance ................................ 20 

Oracle Field Service Cloud 15.5.2 ....................................................................... 21 

4.1 

Overview ................................................................................................... 21 

4.2 

Manage ..................................................................................................... 23 

4.2.1  4.3 

Activity History Filters Work Correctly .......................................................... 23  Activity Views ............................................................................................. 23 

4.3.1 

Resource Tree Loaded Properly ................................................................... 23 

4.3.2 

Activity Labels Shown in Multi-Day View ...................................................... 23 

4.3.3 

Upper and Lower Panels Have the Same Appearance ..................................... 23 

4.4 

Company Settings ....................................................................................... 24 

4.4.1 

String Properties Saved Correctly................................................................ 24 

4.4.2 

Group Actions on 'Daily Extract Configuration' Screen Work Properly ................ 26  Confidential ││Oracle

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4.5 

Displays .................................................................................................... 27 

4.5.1 

Linked Properties Displayed Correctly .......................................................... 27 

4.5.2 

Visibilities with 'contains' Condition Displayed Correctly .................................. 27 

4.5.3 

Properties Linked with Integer Properties Behave Correctly ............................. 27 

4.6  4.6.1  4.7 

Move ......................................................................................................... 28  Activities Not Supporting Work Zones Moved Properly .................................... 28  Map .......................................................................................................... 28 

4.7.1 

Resource Tracking Improved ...................................................................... 28 

4.7.2 

Resource Track Shown Correctly ................................................................. 28 

4.8  4.8.1  4.9 

Collaboration .............................................................................................. 29  Internet Explorer 10/11 – Incoming Messages Shown Properly in Helpdesks ..... 29  Collaboration GUI........................................................................................ 29 

4.9.1 

Correct Messages Shown During Activity Reassignment.................................. 29 

4.9.2 

Inventory Transfer Improved ...................................................................... 30 

4.9.3 

Messages No Longer Cloned during Inventory Transfer or Activity Reassignment 30 

4.9.4 

Inventory Type Displayed as Label .............................................................. 31 

4.9.5 

User Can Return to Helpdesk Chat from History ............................................ 31 

4.9.6 

Unread Messages Marked Correctly ............................................................. 31 

4.9.7 

Chrome 42.0, Firefox 38.0.5 – Message Count Displayed Correctly .................. 31 

4.9.8 

Chat Removed from History When User Joins It ............................................ 31 

4.9.9 

Double Escaping of Special Characters No Longer Occurs ............................... 32 

4.9.10 

Activity and Resource Hints Hidden after Chat Start ....................................... 32 

4.9.11 

Messages of Different Users Shown as Separate Blocks .................................. 32 

4.9.12 

Clearer Message Displayed on Attempt to Move Activity to Same Resource ....... 32 

4.9.13 

Notification Displayed on Attempt to Transfer Inventory or Reassign Activity in Read-Only Mode ....................................................................................... 33 

4.9.14 

Helpdesk Window Size No Longer Increases with New Messages...................... 33 

4.9.15 

System Messages No Longer Handled as Unread ........................................... 33 

4.9.16 

Menu Items No Longer Duplicated ............................................................... 33 

4.9.17 

Search Results No Longer Duplicated ........................................................... 34 

4.9.18 

'Show More' Button Visible Only When Applicable .......................................... 35 

4.9.19 

Resource Hint Contains Correct Data ........................................................... 35 

4.9.20 

Shared Info Displayed Properly in Chat Window ............................................ 35 

4.9.21 

Long User Names Now Cut with Ellipsis Added .............................................. 36 

4.10 

Forecasting ................................................................................................ 37 

4.10.1 

Imported Data Displayed Correctly .............................................................. 37 

4.10.2 

Data Imported for All Applicable Resources .................................................. 37 

4.10.3 

Imported Data No Longer Removes Earlier Data ............................................ 37 

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4.10.4 

Chart Updated after Import ........................................................................ 38 

4.10.5 

Custom Lines Have Different Colors............................................................. 38 

4.10.6 

Table View Adjusted to Screen Width ........................................................... 39 

4.10.7 

Data Exported According to Filter Settings.................................................... 39 

4.10.8 

Export Functionality Now Uses Labels Instead of Names ................................. 39 

4.10.9 

Data Containing Apostrophe Symbol (') Imported and Exported Correctly ......... 39 

4.10.10  'Time Slot' Filter Settings Retained after 'Category' Filter Change .................... 40  4.10.11  Table View Improved ................................................................................. 40  4.10.12  Values Converted Correctly ........................................................................ 40  4.11  4.11.1  4.12 

Routing GUI ............................................................................................... 41  Routing Profiles Saved Properly Regardless of Language ................................. 41  Message Engine .......................................................................................... 41 

4.12.1 

Activity Date/Time Adjusted Correctly for 'Move' Trigger ................................. 41 

4.12.2 

Inactive Notification Method Produces Correct Message Status ........................ 41 

4.13 

Mobility ..................................................................................................... 42 

4.13.1 

Mobility Optimizations – Number of Properties and Work Zones Sent to Browser Reduced .................................................................................................. 42 

4.13.2 

'Offline' Indicator Only Used for Network State ............................................. 42 

4.13.3 

'Required Inventory Details' Screen Displays Data Properly ............................. 42 

4.13.4 

Activity History Displayed Properly .............................................................. 42 

4.14  4.14.1 

Mobility Offline ........................................................................................... 42  Activity Placed According to 'Position in Route' Setting ................................... 42 

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1

Introduction

1.1

Document Purpose and Scope

This document describes the new features, changes, and significantly altered functionality introduced in Oracle Field Service Cloud, version 15.5. It also provides a brief overview of minor changes and issues. For a detailed description of the features and changes introduced in this document, please refer to the corresponding separate documents.

1.2

Glossary

The glossary below contains the basic OFSC terms used in this document.

Term

Description

Activity

Any time-consuming work performed by a resource

API

Application Programming Interface – a particular set of rules and specifications that software programs follow to communicate and interact with each other Entity appearing on the resource tree which can contain resources of a defined

Bucket

type and be assigned activities

Capacity

Workforce possessing the necessary work skills available at a certain moment of time

Capacity Bucket

Bucket used for Quota management

Capacity Category

Predefined set of work skills, work skill groups and time slots within which they are considered by the Capacity API

Context

OFSC or API screen showing all available properties and action links

Daily Extract

Functionality used to extract data from OFSC for further analysis and reporting (previously referred to as DWH)

Delivery Window

Statistically calculated time period in which a resource is expected to start an activity

Dynamic Routing

Routing option allowing to assign only a predefined number of activities to resources and/or assign activities only for a predefined period of time

ETA

Estimated time of arrival. Predicted time at which a resource will arrive at an appointment and start an activity, calculated dynamically for current and historical data

Field

Property present in the system by default

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Term

Description

Forecasting

Oracle Field Service Forecasting Cloud Service. Feature of OFSC allowing to forecast the company workload on the basis of historical data

Geocoding

Process of finding geographic coordinates from street addresses or postal codes

Group

Feature on the resource tree identifying a particular type of resource

GUI

Graphical User Interface, allows to use software by manipulating images rather than by issuing text commands

Historical data

Data of the past periods available in the database or from other sources

Inventory

Equipment that can be installed or deinstalled during an activity

Linked Activities

Two separate activities related so that the completion or start of one is dependent on the completion or start of the other

Manage

Oracle Field Service Core Manage Cloud Service (former Manage Application) Serves as the command center for field operations and the central hub for viewing real-time information about resources and their activities across the entire field organization

Mass Activity

Activity involving 2 or more resources

Message

Communications within software (which may or may not be readable by humans),

(Notification)

as well as person-to-person communications delivered via computer software

Mobility

Oracle Field Service Mobility Cloud Service (former Mobility Application). A webbased application for mobile resources to execute and manage work-related activities and ongoing communications

Non-scheduled

Activity not assigned to a specific date

Not ordered

Activity with an unspecified order of execution in a route, so that it can be executed at any time during the working day. Not-ordered activities do not have defined ETAs or delivery windows

Ordered

Activity with a defined place in a route, which must be performed at a specified time of day. The order of activities can be changed; ordered activities can be changed to not-ordered activities and vice-versa

Penalty

Relative scale representing the expected increase of total cost which a particular factor brings into routing result

Planning

Company's estimation of the workforce or workload required at a certain moment

Preassigned activity Activity which was assigned to a specific resource before the routing run Property

Field and field value, assigned to an entity in OFSC (to user, resource, activity or

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Term

Description inventory). There are fields and custom properties

Quota

Amount of work that can be accepted for the bucket

Repeating Activity

Activity recurring with a predefined frequency in a predefined period

Resource

Element in the resource tree representing a defined company asset

Resource Tree

Hierarchy of company resources, showing “parent-child” relationships

Route

List of activities assigned to a resource for a specific date, or a list of nonscheduled activities assigned to a resource

Routing

Process of assigning activities to resources (usually automated)

Service Window

Time frame expected by the customer for an activity as scheduled by the company

SLA Window

Interval of time (that may involve a range of dates) within which certain work has to be performed according to the Service Level Agreement

Teamwork

Feature that allows resources to assist each other in an activity or on an on-going basis

Time Slot

1) Fixed service window, defined with a name and label, specifying when certain types of activities can be performed 2) Service Window (if the activity type does not support time slots)

User

1) Person using OFSC 2) Entity used for authentication and authorization, allowing people or external software to access OFSC

Work Skill

1) Activity that a resource is qualified to perform (resource property) 2) Qualification required to perform an activity (activity property)

Work Zone

Defined geographical area in which a resource can perform an activity

Forecasting

Oracle Field Service Forecasting Cloud Service. New feature of OFSC allowing to forecast the company workload on the basis of historical data

Capacity

Oracle Field Service Capacity Cloud Service. A process of managing a workforce to

Management

ensure that a company has enough people with the specific skills to do a certain amount of work

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2

Oracle Field Service Cloud 15.5.0

2.1

Overview

Manage on mobile devices Ability to use unscheduled pane in Time View Ability to clear search with the х button Ability to scroll in List View and Quota screen Improved usability of filters on activity views on tablets Ability to close popup windows with the close (X) button Drag and drop functionality implemented Ability to resize unscheduled pane on Map View

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2.2

Manage

2.2.1 Manage on Mobile Devices Nowadays many customers choose mobile devices over desktops in their everyday work. This trend has also influenced traditional desktop applications which are now being used on mobile devices more often. Oracle Field Service Cloud has enhanced Manage to support mobile devices, as well. As of version 15.5, Manage can be run on tablets. In order to improve usability of Manage on tablets, the following has been implemented.

2.2.1.1

Ability to Use Unscheduled Pane in Time View

Tapping on 'Non-scheduled' or 'Not ordered' icons in Time View will open a second grid with the applicable activities at the bottom of the screen (Figure 1).

Figure 1 Non-Scheduled activities displayed in Time View

2.2.1.2

Ability to Clear Search with the Х Button

The X button in the Search field for the hierarchy is available and functions properly (Figure 2).

Figure 2 'Clear Search' button

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2.2.1.3

Ability to Scroll in List View and Quota Screen

Scrolling in List View and on Quota Screen on tablets is available where applicable.

2.2.1.4

Improved Usability of Filters on Activity Views on Tablets

With the introduction of Manage on tablets functionality, it is now possible to take full advantage of Manage on a portable device. Namely, the usability of filters on Activity Views has been enhanced so that the drop-down window is displayed correctly on tablets (Figure 3).

Figure 3 Filters on Activity Views on tablets

2.2.1.5

Ability to Close Popup Windows with the Close (X) Button

It is now possible to close all popup windows throughout the system on tablets using the X button, located in the top right corner of the popup window.

2.2.1.6

Drag and Drop Functionality Implemented

Drag and Drop functionality in Manage is now supported, which significantly increases the usability of Manage on tablets. This functionality applies to Activity View and Resource Tree screens.

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Figure 4 Drag and Drop functionality on tablets (Activity View)

2.2.1.7

Ability to Resize Unscheduled Pane on Map View

The ability to resize the unscheduled pane on Map View in Manage on tablets has been implemented to increase usability.

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3

Oracle Field Service Cloud 15.5.1

3.1

Overview

Manage on mobile devices – 'Edit Time Slot' window scrollable on iPad Manage on mobile devices – hints displayed properly in Chrome browser Manage on mobile devices – Drag-and-Drop functionality works properly Activities not supporting work zones moved properly Actions in 'User Options' displayed properly Mobility behaves correctly in case of connection loss Visibility settings no longer affect system performance

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3.2

Manage

3.2.1 Manage on Mobile Devices – 'Edit Time Slot' Window Scrollable

on iPad When Manage was used on an iPad, the 'Edit time slot' window could not be scrolled down when the data could not fit. As the result, some activity types were not available, and the time slot could not be configured properly. Scrolling has been added to the 'Edit time slot' window, and time slots can now be edited properly.

3.2.2 Manage on Mobile Devices – Hints Displayed Properly in

Chrome Browser If a resource or activity was located near the bottom of the screen, its hint was partly hidden by the lower edge of the screen. This issue occurred when Manage was run in the Chrome browser. The hints behavior in Chrome has been improved. Now the available space is analyzed correctly, and if the hint cannot be opened below the resource or activity, it opens above it and is properly visible.

3.2.3 Manage on Mobile Devices – Drag-and-Drop Functionality

Works Properly The drag-and-drop functionality did not work on some screens in Manage when it was used on a mobile device. Particularly, on the 'Locations' screen the user was unable to set start/end/home zone center locations by dragging and dropping. It was impossible to set resource filters on the 'routing plan' screen, either. These issues have been resolved. Now users can perform actions and make settings in Manage on mobile devices by dragging and dropping.

3.3

Move

3.3.1 Activities Not Supporting Work Zones Moved Properly If a user attempted to move an activity not supporting work zones (with the 'Support of work zones' feature disabled) to a resource with a defined work zone, the system responded with the 'Inconsistent data' error message. This message was displayed when the user had the 'Ignore workzones / workskills mismatch on activity move' permission enabled. However, activities not supporting work zones should be moved without errors regardless of the resource's work zone. As of version 15.5.1 the work zone constraint is not checked when activities not supporting work zones are moved.

3.4

Mobility

3.4.1 Actions in 'User Options' Displayed Properly If any actions were added to the 'User options' context without adding their custom names, such actions were shown as empty buttons in Mobility (Figure 5).

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Figure 5 Actions displayed as empty buttons

The Visual Form Editor has been improved, and now all actions are shown properly on the 'User options' screen.

3.4.2 Mobility Behaves Correctly in Case of Connection Loss If the connection with Mobility was interrupted, Mobility users were logged out and could not continue working with the system. As of version 15.5.1, the cases of connection loss are handled correctly. Now, if the connection is lost, Mobility switches to the offline mode, and the users can continue their work.

3.5

System

3.5.1 Visibility Settings No Longer Affect System Performance If the visibility of a field, property or action link on any screen or window was set to depend on an activity string field present in the system by default (customer number, ZIP, address, etc.), the system could become temporarily unavailable when such screen or window was opened. This issue has been resolved. Visibility settings dependent on activity string fields no longer affect system availability.

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4

Oracle Field Service Cloud 15.5.2

4.1

Overview

Activity History filters work correctly Resource Tree loaded properly Activity labels shown in multi-day view Upper and lower panels have the same appearance String properties saved correctly Group actions on 'Daily Extract Configuration' screen work properly Linked properties displayed correctly Visibilities with 'contains' condition displayed correctly Properties linked with integer properties behave correctly Activities not supporting work zones moved properly Resource tracking improved Resource track shown correctly Internet Explorer 10/11 – incoming messages shown properly in Helpdesks Correct messages shown during activity reassignment Inventory transfer improved Messages no longer cloned during inventory transfer or activity reassignment Inventory type displayed as label User can return to helpdesk chat from History Unread messages marked correctly Chrome 42.0, Firefox 38.0.5 – message count displayed correctly Chat removed from History when user joins it Double escaping of special characters no longer occurs Activity and resource hints hidden after chat start Messages of different users shown as separate blocks Clearer message displayed on attempt to move activity to same resource Notification displayed on attempt to transfer inventory or reassign activity in read-only mode Helpdesk window size no longer increases with new messages System messages no longer handled as unread Menu items no longer duplicated Search results no longer duplicated 'Show More' button visible only when applicable Resource hint contains correct data Shared info displayed properly in chat window Long user names now cut with ellipsis added Imported data displayed correctly

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Data imported for all applicable resources Imported data no longer removes earlier data Chart updated after import Custom lines have different colors Table View adjusted to screen width Data exported according to filter settings Export functionality now uses labels instead of names Data containing apostrophe symbol (') imported and exported correctly 'Time Slot' filter settings retained after 'Category' filter change Table View improved Values converted correctly Routing profiles saved properly regardless of language Activity date/time adjusted correctly for 'Move' trigger Inactive notification method produces correct message status Mobility optimizations – number of properties and work zones sent to browser reduced 'Offline' indicator only used for network state 'Required Inventory Details' screen displays data properly Activity history displayed properly Activity placed according to 'Position in Route' setting

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4.2

Manage

4.2.1 Activity History Filters Work Correctly If an activity history contained a double action (for example, 'moved, made scheduled'), such action, when selected in the 'Action' filter, returned no results. No actions were shown. The history filters behavior has been improved. Now activity history displays all records matching the selected filter (Figure 6).

Figure 6 History filter returning correct results

4.3

Activity Views

4.3.1 Resource Tree Loaded Properly When a parent resource with several child buckets or groups had been moved, the child buckets or groups could not be expanded. The Resource Tree showed the expanded icon (-) for such resources, but no subordinate resources were displayed. This issue has been fixed in version 15.5.2. All resources can be expanded and collapsed properly, regardless of any actions performed on the Resource Tree.

4.3.2 Activity Labels Shown in Multi-Day View When the Time View was set to show activity labels, such labels disappeared when the screen was switched to the multi-day view. The necessary changes have been made, and now activity labels are displayed both in the single-day and multi-day view.

4.3.3 Upper and Lower Panels Have the Same Appearance If a filter has been applied to the Activities View, the 'View' button has the filter icon showing that filters are in use. In the previous versions, if the filtered Activities View had been cloned, the lower

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paned had no icon on the 'View' buttons (Figure 7). However, both panels should have the same appearance immediately after cloning.

Figure 7 Filter icon missing on lower panel

In version 15.5.2 the issue has been resolved. The filter icon is visible on both upper and lower panels after cloning.

4.4

Company Settings

4.4.1 String Properties Saved Correctly If a string property was created with the 'GUI' value other than 'Text element' (URL, Phone, Email or Geolocation element), the 'Formatting' checkbox was inactive, as formatting only applies to string properties with 'GUI' parameter set to 'Text element' (Figure 8).

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Figure 8 'Formatting' checkbox inactive

However, when the same property was opened for modification, the 'Formatting' checkbox was active and could be enabled to open the 'Formatting' section (Figure 9).

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Figure 9 'Formatting' checkbox active

In version 15.5.2 this issue has been resolved. The 'Formatting' checkbox is only available when the 'GUI' parameter is set to 'Text element', otherwise it is inactive.

4.4.2 Group Actions on 'Daily Extract Configuration' Screen Work

Properly If the user selected several files on the 'Daily Extract Configuration' screen by checking their checkboxes, the hint containing the 'Delete' group action appeared. However, if the user then opened the structure of any file and closed it without submitting, the group action disappeared but the checkboxes remained checked (Figure 10).

Figure 10 Checked checkboxes with group action hidden

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As of version 15.5.2 the group action checkboxes become unchecked when the user opens the structure of any Daily Extract Configuration files.

4.5

Displays

4.5.1 Linked Properties Displayed Correctly If a property was linked to a custom string property on the 'contains' condition, so that it must be shown when the value contains a certain string, such property was displayed when only a part of the value was entered. At the same time, when the entire string specified in the 'contains' condition plus some additional symbols was entered, the linked property was hidden. For example, if the condition specified the '1234' string, the property was displayed when the linked property value was '123' and hidden when the value was '12347'. In version 15.5.2 the 'contains' condition behavior has been improved. Now it works correctly – when only some of the specified symbols are entered, the linked property is hidden. When the entire string is entered, either alone or with other symbols, the linked property is shown.

4.5.2 Visibilities with 'contains' Condition Displayed Correctly If a property visibility was defined by a 'contains' condition, such condition was displayed incorrectly in the 'Visibility' window of the 'Context layout structure' screen. The window contained irrelevant additional text (Figure 11).

Figure 11 Irrelevant text in 'Visibility' window

This issue has been resolved. The 'contains' condition is displayed correctly: {property_name} contains {value}.

4.5.3 Properties Linked with Integer Properties Behave Correctly When a property visibility was conditioned by an integer property defined as text element, such property visibility was not changed with changes of the linked integer property. However, the issue occurred only when the integer property was filled-in using the up/down arrow keys. If it was filled-in manually, the visibilities were processed correctly.

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In version 15.5.2 the linked properties functionality has been improved. Now the visibilities conditioned by integer properties are handled correctly, and forms are updated dynamically whenever the conditions change.

4.6

Move

4.6.1 Activities Not Supporting Work Zones Moved Properly If a user attempted to move an activity not supporting work zones (with the 'Support of work zones' feature disabled) to a resource with a defined work zone, the system responded with the 'Inconsistent data' error message. This message was displayed when the user had the 'Ignore workzones / workskills mismatch on activity move' permission disabled. However, activities not supporting work zones should be moved without errors regardless of the resource's work zone. As of version 15.5.2 the work zone constraint is not checked when activities not supporting work zones are moved.

4.7

Map

4.7.1 Resource Tracking Improved Previously, if a resource had not deactivated their route, the system continued tracking such resource from the route start till the current moment. Tracking could continue for months. Now resource tracking has been optimized. Resources are tracked from their route start till the latest of the following moments: –

route deactivation time

–

end time of the last activity in the route

–

end of the working day

4.7.2 Resource Track Shown Correctly The resource track was shown incorrectly on the map – when the resource was within the activity radius, their locations were shown as red dots, and when the resource was outside the radius – with blue dots (Figure 12). However, the correct display is exactly the opposite – blue dots mark locations within the activity radius, red dots mark locations outside it.

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Figure 12 Resource track marked incorrectly

The issue has been resolved in version 15.5.2. Resource track is shown correctly with dot colors corresponding to the statuses generated by Smart Location.

4.8

Collaboration

4.8.1 Internet Explorer 10/11 – Incoming Messages Shown Properly

in Helpdesks If a helpdesk operator worked in Internet Explorer 10 or 11, they were unable to see waiting conversations. If a new message was received by the helpdesk, the messages counter increased showing 1 unread message, but the list of waiting chats was empty. However, if the helpdesk operator refreshed the browser page, the incoming conversation was shown in the list of waiting chats. This issue has been resolved in version 15.5.2. When a new message is received by a helpdesk, it can be seen in the list of waiting chats.

4.9

Collaboration GUI

4.9.1 Correct Messages Shown During Activity Reassignment If an activity was reassigned to another resource via Collaboration, the accepting resource had the following messages in the chat window: –

Reassigning activity to you

–

Transferring inventory to you (Figure 13)

–

Activity reassigned to you

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Figure 13 'Transferring inventory to you' message

However, the 'Transferring inventory to you' message is irrelevant for the activity reassignment via chat. As of version 15.5.2 this message is no longer shown. The following messages are displayed during activity reassignment: –

Reassigning activity to you

–

Activity reassigned to you

4.9.2 Inventory Transfer Improved In the previous versions users experienced some issues with inventory transfer via chat: –

in Mobility, the accepting user was unable to accept or reject the inventory transfer – the

'Accept' and 'Reject' buttons were missing. The buttons appeared only after the user collapsed the chat and expanded it again. When the user accepted the inventory transfer, the transfer process seemed to hang and remained so until timeout. The transferring user then had to cancel the transfer and received an error message about low connection The issue has been resolved in version 15.5.2. Now inventory transfer is processed as soon as the user accepts it –

sometimes, when the accepting user confirmed inventory transfer, no indications of actual

inventory transfer were displayed. In fact, the inventory was transferred but no messages were shown As of version 15.5.2 the accepting user receives the 'Inventory transferred to you' message indicating successful transfer. The transferred inventory appears in the resource pool

4.9.3 Messages No Longer Cloned during Inventory Transfer or

Activity Reassignment Previously, inventory transfer via chat sometimes resulted in several cloned messages appearing either in the transferring user's or the accepting user's chat window. Cloned messages appeared after the transferring user clicked 'Cancel' (on the transferring user's side) or after the accepting user

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clicked 'Accept' or 'Reject' (both on the transferring user's and the accepting user's side). Cloned messages disappeared when the user logged out and then in again or reloaded the page. The same behavior was observed when the user tried to reassign an activity via chat. The issue has been fixed in version 15.5.2. When inventory is transferred or an activity is reassigned via chat, no cloned messages appear. Only one message is displayed.

4.9.4 Inventory Type Displayed as Label When inventory details were shared via chat, the 'Inventory type' was shown as the inventory type ID which was hardly informative. In version 15.5.2 this issue has been resolved, and now the 'Inventory type' field contains the inventory type label.

4.9.5 User Can Return to Helpdesk Chat from History If a resource left a chat with a helpdesk operator in Manage, they could no longer return to the same chat later. When the resource opened the chat from History, the 'Join Conversation' button was missing. However, the 'Join Conversation' button was available if the resource opened the chat in Mobility. As of version 15.5.2 the ability of joining the chat from History has been restored. When the resource opens the chat, the 'Join Conversation' button is available, both in Manage and Mobility.

4.9.6 Unread Messages Marked Correctly If a Mobility user opened a chat and then switched to another screen, any incoming messages appeared as 'read'. The unread messages counter was not changed, either. The user was unable to immediately see if any new messages had been received. The chat functionality has been improved. Now any incoming messages are shown as 'unread' until the user opens the chat.

4.9.7 Chrome 42.0, Firefox 38.0.5 – Message Count Displayed

Correctly When Collaboration was used in Chrome 42.0 or Firefox 38.0.5, the new message counter always displayed the number of new messages in red, even when the new message threshold was not exceeded. At the same time, the new messages number must be displayed in blue when it is within the threshold. This issue has been resolved. The new message counter shows the message number in blue when the threshold is not exceeded and only changes to red when the number is over the threshold.

4.9.8 Chat Removed from History When User Joins It If a Manage user selected a chat from History and joined it by clicking 'Join Conversation', the same chat could still be found in History. If the user selected it again from History, it opened as active. Now the chat history is updated as soon as the user joins a conversation. Active chats are removed from History and placed to the active chat list.

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4.9.9 Double Escaping of Special Characters No Longer Occurs If a user name contained special characters, the system performed double escaping of such special characters when such user participated in a chat (Figure 14).

Figure 14 Double escaping of special characters The issue has been resolved in version 15.5.2. Special characters are not escaped in user names.

4.9.10

Activity and Resource Hints Hidden after Chat Start

If a chat with a resource had been started from an activity or resource hint ('Start chat' or 'Chat with technician' action links), closed and opened again from the same hint, the hint remained on the screen. This issue has been fixed in version 15.5.2. The hint is hidden as soon as the chat is opened. Generally, the hint disappears as soon as any action link is clicked.

4.9.11

Messages of Different Users Shown as Separate Blocks

If one of the users left a conversation and then joined it again, such user's messages were displayed in the same block with the other user's messages sent while the first user was away. There was no way to visually distinguish the messages of two users. Now the messages of different users are shown in separate blocks. This way, the conversation flow is visually clear.

Clearer Message Displayed on Attempt to Move Activity to Same Resource 4.9.12

If the user tried to reassign an activity from a resource's route to the same resource via a Collaboration chat, the system responded with the 'Forbidden resource' message. Such message gave no clear explanation of the error reason and contained no suggestion as to the correct actions. In version 15.5.2 the message has been changed to 'Activity is already assigned to the same

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resource'. This message clearly explains why the activity move was not performed.

Notification Displayed on Attempt to Transfer Inventory or Reassign Activity in Read-Only Mode 4.9.13

Collaboration supports inventory transfer and activity reassignment via chat in the online mode only. However, if the user attempted to transfer inventory or reassign activity via chat while the system was in the Read-Only mode, no message was displayed. The inventory was not transferred and the activity was not reassigned, but the user was not informed of the reason. As of version 15.5.2 the system displays the 'This operation is temporarily unavailable. Please try later' message if the user tries the transfer inventory or move an activity in the Read-Only mode.

4.9.14

Helpdesk Window Size No Longer Increases with New

Messages If a user sent many messages to a helpdesk operator which the operator did not answer, the helpdesk operator's window increased in size with every received message. The operator was unable to decrease the window size. The window size did not change after the operator took the chat, either. This issue has been resolved in version 15.5.2. The helpdesk window remains the same size regardless of the number of unanswered messages.

4.9.15

System Messages No Longer Handled as Unread

In the previous versions system messages appearing in conversations and conferences (for example, 'User has joined the conversation', etc.) were handled as unread and marked with 'unread message' icons. As of version 15.5.2, the system checks each message whether it is a system message. System messages are no longer displayed as unread in Collaboration.

4.9.16

Menu Items No Longer Duplicated

If a user opened a chat from history and was simultaneously invited back to the same chat by another user, the Collaboration Menu contained duplicating items. The 'Select resource' item was repeated several times (Figure 15).

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Figure 15 Duplicated menu items

As of version 15.5.2, the Collaboration menu works properly. Menu items are no longer duplicated.

4.9.17

Search Results No Longer Duplicated

Sometimes, when a Mobility user started searching for a contact without specifying the search criteria, the search returned one of the helpdesks with the 'Show more' option. When the user tapped 'Show more', the name of the found helpdesk was duplicated in the list (Figure 16).

Figure 16 Duplicated search results

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If the user tapped 'Show more' again, the search results were cleared, and the 'Displaying 0 results. Please, specify your search criteria and try again' message was displayed. As of version 15.5.2 the search results are displayed correctly. No items are duplicated.

4.9.18

'Show More' Button Visible Only When Applicable

Sometimes, the 'Search Contact' window contained the 'Show more' button even when there were no more search results to show. Clicking this button resulted in duplicating one of the search results. This issue has been resolved in version 15.5.2. The 'Show more' button appears only when the search returns more results than fit the screen, otherwise it is hidden.

4.9.19

Resource Hint Contains Correct Data

If resource info was shared via the Collaboration chat and then the receiving user dragged the resource icon from the chat to the Resource Tree, the hint contained only the resource name (Figure 17). At the same time, such action is aimed at creating a teamwork and the hint should contain data appropriate for teamwork creation.

Figure 17 Hint containing only resource name

The Collaboration functionality has been improved. Now the resource hint contains the appropriate information about creating a teamwork (Figure 18).

Figure 18 Resource hint containing correct data

4.9.20

Shared Info Displayed Properly in Chat Window

If the last message in a conversation was sharing resource, activity or inventory info, such conversation was displayed as 'no messages' on the 'Community' window in Manage (Figure 19).

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Figure 19 'no messages' displayed instead of shared info This issue has been resolved. The 'Community' window shows the 'clip' icon and the shared item summary if sharing the info was the last action in a conversation.

4.9.21

Long User Names Now Cut with Ellipsis Added

Previously, long user names in the chat window header continued under the chat icons and beyond the window edge (Figure 20).

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Figure 20 Long user name continuing under icons

This issue has been resolved in version 15.5.2. Long user names not fitting the window header are cut with the missing part replaced with ellipsis.

4.10 Forecasting 4.10.1

Imported Data Displayed Correctly

In the previous versions, data imported in Forecasting was displayed incorrectly. When the imported file had multiple rows for the same date (corresponding to different time slots, work zones and capacity categories), the chart showed only the value of the last row when the 'Category' and 'Time Slot' filters on the 'Forecasting' screen were set to '*'. When the filters were set to a particular time slot, nothing was displayed at all. The import function has been improved, and now the 'Forecasting' chart displays complete data according to the filter setting.

4.10.2

Data Imported for All Applicable Resources

If a user imported several resources' data to Forecasting, the imported data was applied only to the resource which was listed the first in the file. The reason was that the imported data was identified by its type and name. Therefore, data with the same type and name was applied to the same bucket. As of version 15.5.2 data is additionally identified by the Bucket ID and is thus applied to the appropriate resources.

4.10.3

Imported Data No Longer Removes Earlier Data

In the previous versions imported data removed any data existing in Forecasting before import. Even if the existing data was not duplicating the imported data, it was removed anyway. This way, the user lost any data existing before import. The import functionality has been improved. Now the imported data no longer replaces the existing data. Only when the new data is an update of any data existing in the system, the old data is replaced.

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4.10.4

Chart Updated after Import

When data was imported to Forecasting, the chart was not updated immediately with the imported values. The user had to switch to another date or resource to see the updated chart. Now the chart is updated as soon as import is finished successfully. New lines, if any, are added immediately.

4.10.5

Custom Lines Have Different Colors

When imported data contained custom lines, such lines were shown in different shades of navy which made them almost visually undistinguishable (Figure 21).

Figure 21 Custom lines shown in similar colors

As of version 15.5.2 custom lines are shown in clearly different colors and can be easily distinguished (Figure 22).

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Figure 22 Custom lines shown in different colors

4.10.6

Table View Adjusted to Screen Width

If the Forecasting screen contained several custom lines, such data was not completely shown on the Table View – not all columns fit the screen, the column names were cut and no scroll bar was available to view the hidden part of the data. The Forecasting screen behavior has been improved. The Table View is adjusted to fit the screen size. The horizontal scroll bar appears when necessary.

4.10.7

Data Exported According to Filter Settings

The data displayed on the Forecasting screen is influenced by the filter settings allowing to select the capacity category and time slot for which Forecasting data has to be shown. When data export is requested on the filtered screen, only the filtered data must be exported. However, in the previous versions all data available for the selected period was exported, regardless of the 'Category' and 'Time Slot' filter settings. Now the functionality exports only the data corresponding to the filter options set on the 'Forecasting' screen.

4.10.8

Export Functionality Now Uses Labels Instead of Names

Previously, Forecasting used time slot, capacity category and work zone names for export, while both names and labels were used for import. Now, in order to unify the export and import processes, export has been changed to use labels.

4.10.9

Data Containing Apostrophe Symbol (') Imported and Confidential ││Oracle

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Exported Correctly When the data to be imported or exported contained the apostrophe symbol ('), such data could not be imported to or exported properly from Forecasting. When the user attempted to import a file containing such symbol, no data was imported until the apostrophe was replaced with '''. Similarly, if the data containing apostrophes was exported, the apostrophes were replaced with ''' in the resulting file. The issue has been resolved in version 15.5.2. The apostrophe symbol is properly escaped and data is imported and exported correctly.

4.10.10

'Time Slot' Filter Settings Retained after 'Category' Filter

Change If a 'Time Slot' filter had been set on the Forecasting screen, it was reset to '*' after any change of the 'Category' filter. At the same time, a reverse situation sometimes occurred – if the Forecasting data contained several capacity categories supporting different sets of time slots, the filter was sometimes unexpectedly changed from '*' to one of the time slots. This issue has been resolved. The previously selected 'Time Slot' filter options remain after changes of the 'Category' filter.

4.10.11

Table View Improved

When in the Table View one table column was unchecked, then, when the view was switched to a different bucket with fewer columns, one of the columns was unchecked unexpectedly. As of version 15.5.2 this issue no longer occurs. The table columns remain checked or unchecked for a particular bucket according to such bucket settings.

4.10.12

Values Converted Correctly

If the 'Quota and available capacity are defined in' field was changed from 'minutes' to 'hours' or 'man-days', the values on the Forecasting screen had invalid decimal marks – figures contained both commas and dots (Figure 23). In addition, the 'Available resources' values were not converted.

Figure 23 Invalid decimal marks

As of version 15.5.2 the Forecasting screen displays correct values corresponding to the units of

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measurement selected for Quota and Capacity. All values are converted correctly.

4.11

Routing GUI

4.11.1

Routing Profiles Saved Properly Regardless of Language

If any language other than English, German, Polish or SpanishLA was selected, changes to a Routing Profile could not be saved. As of version 15.2.3, Routing Profiles are saved properly regardless of the language selected by the user.

4.12

Message Engine

4.12.1

Activity Date/Time Adjusted Correctly for 'Move' Trigger

If an activity was moved from one route to another, its date and time to be used in the 'Move' trigger were adjusted using the time zone difference of the origin route. Such approach was not always consistent, as when the trigger was invoked, the activity had already been moved, therefore, the time zone difference of a wrong route were used. Now, when calculating the date/time adjustment, the system uses the time difference of the route in which the activity is currently located. The adjustment is now performed correctly.

4.12.2

Inactive Notification Method Produces Correct Message

Status If an inactive notification method was used in a Message Scenario connected with a notification trigger, such method set the 'Sent' status to messages. However, no messages were sent. As of version 15.5.2, messages created by inactive notification methods obtain the 'Obsolete' status which corresponds to the correct flow.

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4.13

Mobility

Mobility Optimizations – Number of Properties and Work Zones Sent to Browser Reduced 4.13.1

In order to improve the Mobility performance, the process of sending data to the browser has been optimized as follows: –

only the properties which can be found on the Mobility screens are sent. Any properties not

added to any of the Mobility screens (including the 'Activity Identifier' context) are excluded –

the entire work zone dictionary is no longer sent. Additionally, the work zone name is returned

together with its ID for a particular activity record This way, the volume of data sent to the browser is reduced which improves the system performance.

4.13.2

'Offline' Indicator Only Used for Network State

As of version 15.2.3 the behavior of the 'Offline' indicator has been streamlined. Now it is only used to indicate unstable network connection.

4.13.3

'Required Inventory Details' Screen Displays Data

Properly If any action had been added to the 'Edit Required Inventory' context, the 'Required Inventory Details' screen contained no data. If the user opened the details of any required inventory, the screen was empty. The required inventory details were displayed if the action was removed from the 'Edit Required Inventory' context. As of version 15.5.2, the behavior of the 'Required Inventory Details' screen has been improved. The required inventory details are displayed regardless of the presence or absence of any action links on the 'Edit Required Inventory' screen.

4.13.4

Activity History Displayed Properly

Previously, Mobility showed all actions in the activity history as [Object]. The actual names of the actions were not displayed. This issue has been resolved in version 15.5.2. The activity history shows all actions as their translations in the system.

4.14

Mobility Offline

4.14.1

Activity Placed According to 'Position in Route' Setting

In the previous version the 'Set last' option of the 'Position in route' was handled incorrectly. If an activity position was changed to 'Set last' and then again changed to 'Set last', the activity, in fact, was placed first in the route. In version 15.5.2 the activity position assignment has been improved. Activities are placed according to the settings of the 'Position in route' field.

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