Skip Navigation
Expand
Oracle Field Service - Cloud Portal Frequently Asked Questions
Answer ID 11276   |   Last Review Date 12/12/2019

What are some frequently asked questions and answers from Oracle Field Service (OFS) administrators regarding the Cloud Portal?

Environment

Oracle Field Service (OFS); Oracle Cloud Account

Resolution

Oracle Field Service customers running OFS 19C or higher should use Oracle Cloud Portal to request instance recreation (formerly known as instance cloning), manage quarterly upgrade dates and reset admin passwords. 

Below you find some of the most frequently asked questions from our OFS customers when using Oracle Cloud Portal.

Click the plus sign next to the appropriate heading below to expand that section for viewing.

 Update Schedule functionality - FAQ 

Q: I would like to postpone my PROD upgrade but the day I want to choose is grayed out. Why is that?

A: Oracle releases Updates four times a year. The Updates are available from the first Friday of each quarter in a year (in the months of Feb, May, Aug, and Nov).
Customers can select any date within the quarterly Update period to schedule / re-schedule quarterly Updates for the respective Prod and Test instances. The quarterly Update period lasts for 60 days starting from the quarterly Update release date. It means that upgrade dates cannot be scheduled / re-scheduled after the 60th day.


Q: I have one PROD environment and two TEST environments with my subscription. In the Update Schedule tab I only see PROD and one TEST instance. Why is my second TEST instance not listed?
A: You can pick update dates for all the instances except the Test preview instance. Oracle manages the quarterly Updates for Test Preview instances and these cannot be configured. This is the reason it is not listed.


Q: My TEST instance upgrade is scheduled for tomorrow. Why the tool won't let me re-schedule it?
A: Based on the available capacity, Oracle reserves sufficient amount of time for preparations to the upcoming updates. The selected update date is locked down two days in advance. For example, if you schedule an update for today or tomorrow, you can't change this date. Today and tomorrow are locked down for scheduling of updates.


Q: Can I schedule a weekly Service Update using the Service Console?
A: Currently, it’s not possible to manage Service Updates using the Service Console. Service Updates will only be applied to customers requiring a Service Update. Please log a Service Request with Oracle Field Service Support team at cx.rightnow.com.


Q: The default update window for my company is 21:00 CDT/CST. Can I change it to a later time?
A: Yes. You can change your update window by clicking the link Modify under Update Time setting. The change will apply to all the instances in your subscription. 

 Recreate functionality - FAQ

Q: How long will it take to copy data from Production to Test? Will the request be processed during the day?

A: It varies based on Recreate option selected, data size and total volume of requested operations in the queue.


Q: Is it possible to give specific Users the ability to recreate specific instances from specific instances? (e.g. Prod to Test or Test to Test only)
A: Such functionality is not supported. Any person who has access to the Service Console can run Recreate functionality.


Q: Can a user have access only to Instance Recreation option and not the Reset Admin or Rename Instance options? 
A: Such functionality is not supported. Any person who has access to Service Console can perform all actions available.


Q: Based on our current data size in Production, how long would it be expected to take to recreate an instance using this new functionality?
A: Request should be processed in 24 hours based on number of already made requests and Recreate option selected. Performance time depends on DB size and selected option.


Q: Why isn't there a TEST to PRODUCTION option after the initial “go-live” clone?
A: Production instances are the critical to your company’s daily operation therefore Production updates should be updated with extra care.  Automated Production updates can lead to data integrity issues and inadvertently lead to unanticipated downtime. For this reason we do not have a process to apply changes from TEST to PRODUCTION after you are using the system with live users.


Q: How do I know the process is complete?  
A: You can check the status of the process using the Cloud Portal. 


Q: Can I specify the date and time of the cloning operation?
A: Unfortunately there is no way to arrange a specific date and time to initiate the cloning process.  We will handle these requests on a first come, first serve basis.


Q: What if we are not on current or previous Generally Available release?
A: You should contact your Sales Account Manager to schedule an upgrade. 


Q: Can I pick and choose what configuration items I want cloned?  
A: Currently it is not possible to pick and choose specific configurations elements. The cloning process will copy the all configuration elements identified in the " What information is cloned/copied” section of Oracle Field Service (OFS) Instance Cloning Policy.


Q: Will any data be lost during the process?

A: Copies will be made based on what is available in the "What information is cloned/copied” and “What data will be preserved on the target instance” sections on Oracle Field Service (OFS) Instance Cloning Policy. Once the operation is completed all the data present on the target instance prior to the cloning operation is deleted permanently without the possibility to restore it.


Q: Will I need to configure anything after the process is complete?
A: This will depend on your system configuration and the type of recreate that is selected. There might be a need to modify settings after the cloning process is complete, this includes but is not limited to Certificates (uploaded for SAML & Open ID login policies and Applications), Collaboration chats, Daily Extract archives, BICS/DBaaS/OAC real time data, GPS tracks, Files (images, file attachments, signatures, user avatars), History (activity, resource, inventory), Logs, Messages, Plugins credentials (credentials should be manually reconfigured) and Work zone shapes.


Q: What if my instance is on a different release version?  
A: The process requires that the instance be on the same Oracle Field Service release version.  It is not possible to clone system configurations if instances are on different Oracle Field Service versions.  You should contact your Sales Account Manager to schedule an upgrade.


Q: Is there a risk that something will not be copied?  
A: The cloning operation has a time limit of twenty-four (24) hours. If the cloning request is not completed within the limit, you will see a failure status in the Cloud Portal. You will have to resubmit the cloning request to successfully complete the operation.


Q: Will there be any exceptions to this policy (e.g. copy activity data, requests to perform the work immediately, change the cloning frequency, etc.)?
A: Unfortunately we cannot make any exceptions to this policy at this time.


Q: It has been 1 month since we went live and a significant amount of changes were made in one of the TEST instances, can you move these to PRODUCTION?  
A: You can request to copy configuration between TEST to PRODUCTION until the ‘Go-live’ option is selected. After ‘Go-live’ is selected you will no be able to request configuration copies between TEST and PRODUCTION.


Q: How many cloning operations can I request?  
A: Only one operation a day per instance is available for data copy. . The number of 'Start over' operations is not limited.  For example: If you have three TEST instances – Test1, Test2 and Test3. You request a Recreate of Test2 from Test1, which means you cannot request a Recreate of Test2 in the same day. You can, however, request a Recreate of Test3 from Test2.


Q: How can I make sure that outbound communications won't be sent for Prod users after Production to Test data copy?  
A: End points on the Test instance will be preserved on the first stage of the operation and will be restored upon completion of the operation for those delivery channels that match between Test and Prod. This insures that communications are pointed to the right channels. End points that don't match will be removed therefore messages won't be sent. To enable communications, customers will have to configure them manually.


Q: How to get admin user if I decide to start configuration over?
A: You should create new admin user via Reset an Admin User  function of Service console.

 Accounts and Permissions - FAQ 

Q: There are other functionalities within the Cloud Portal pages for other non-OFS products, such as SAAS PAAS and Identity Cloud.  What does this do in the context of our day to day use of OFS?  Is Cloud Identity Service just to control access to the Cloud Portal or does it serve some other purpose in connection with OFS?

A: Cloud Identity Service controls access to Cloud Portal and is used for authorization of Service Console.


Q: When I select a User and navigate to Roles tab, I see several Services and Instances. How do I assign 'Admin Role' to one specific Service but not for others? I want the User to be admin for Field Service product only.
A: In the All Services box, enter "Field Service". This action will filter the services and only display Field Service. You can now click on Add Admin Roles button. This action will assign entitlement OFSC_APP_ADMINISTRATOR (OFS Admin Role) to the User.

Q: I am the Field Service admin but it looks like I lost access to Field Service console. When I try to open Field Service console I am redirected to a blank screen. What do I do?
A: Please see Answer ID 11219: Unable to access Field Service console within Oracle Cloud My Services