What is the Oracle Field Service release process?
All versions of Oracle Field Service (OFS)
The Oracle Field Service Release Process is designed to allow customers to take advantage of the latest product features, enhancements and fixes, and to facilitate high-level system performance, quality, stability and security. Oracle Field Service is automatically updated so that customers receive these benefits along with up-to-date product capabilities and guaranteed support.
There are two types of system releases:
- Update - introduces new features and functionality
- Service Update - contains problem fixes and are released as needed
The System Release Types section below provides an overview of each type of release.
We will use the last two digits of the calendar year, and A, B, C, or D to correspond with the four Updates. For example, we will refer to the first update in February 2021 as Oracle Field Service 21A, May 2021 will be Oracle Field Service 21B, August will be Oracle Field Service 21C and November will be Oracle Field Service 21D.
Release Cycle Example
The following illustrates an example of the release cycle:
- February Update (e.g. 21A) introduces new features and functionality
- Service Updates (As needed) contain fixes for the February Update (e.g. 21A)
- May Update introduces new features and functionality and contains fixes from the previous releases
- Service Updates (As needed) contain fixes for the May Update (e.g. 21B)
Note: Service Update release timing will vary by customer
Update Release Schedule
Oracle Field Service Update releases occur on a regular cadence designed to provide predictability for planning purposes.
Update Release Date*
End of Life Date
TEST Preview Update*
May 7, 2021
|Sep 6, 2021||All Regions||May 7, 2021||May 21, 2021**|
Aug 6, 2021
|Dec 6, 2021||All Regions||Aug 6, 2021||Aug 20, 2021**|
Nov 5, 2021
|Mar 7, 2022||All Regions||Nov 5, 2021||Nov 19, 2021**|
Feb 4, 2022
|Jun 6, 2022||All Regions||Feb 4, 2022||Feb 18, 2022|
May 6, 2022
|Sep 5, 2022||All Regions||May 6, 2022||May 20, 2022|
Aug 5, 2022
|Dec 5, 2022||All Regions||Aug 5, 2022||Aug 19, 2022|
Nov 4, 2022
|Mar 6, 2022||All Regions||Nov 4, 2022||Nov 18, 2022|
Feb 3, 2023
|Jun 5, 2023||All Regions||Feb 3, 2023||Feb 17, 2023|
May 5, 2023
|Sep 4, 2023||All Regions||May 5, 2023||May 19, 2023|
Aug 4, 2023
|Dec 4,2023||All Regions||Aug 4, 2023||Aug 18, 2023|
Nov 3, 2023
|Mar 6, 2023||All Regions||Nov 3, 2023||Nov 17, 2023|
* Notes: 1) Designated Update releases and release dates are subject to change at Oracle's discretion. 2) Update timing may vary by region. 3) Does not include Service Updates which are applied as needed. 4.) APAC = Asia-Pacific; EMEA = Europe, Middle East and Africa; LATAM = Latin America and NA = North America.
* Customers can use the Cloud Portal – Service Console to schedule Prod and non-TEST Preview, Test instance Updates.
** Unless changed using the Cloud Portal.
*** Check your email for notification and/or Cloud Portal.
Oracle will host and support only the designated GA Update version of Oracle Field Service. Customers are required to upgrade to the latest Oracle Field Service GA Update.
For more information see the Oracle Cloud Hosting and Delivery Policy associated with your contract.
Updates require proper preparation to help facilitate a smooth process. In addition to the release documentation provided by Oracle, it is important to understand how the Oracle Field Service instance is configured and how it is used in daily operation. For a successful update, it is important that you plan ahead of time, ensure that the appropriate resources are available, read the release documentation, and communicate the updates to your business users ahead of time. The analysis should begin on day one of the Update process so any questions can be addressed early.
If you encounter technical issues (e.g. instance is not available, login issues) during the update process, please submit a Service Request to the Oracle B2C Service Customer Portal and the support team will process your request.
If you require training, guidance on how to take advantage of functionality, configuration assistance and/or integration assistance, please contact your Sales Account Manager to learn more about options for a consulting engagement. Oracle Consulting Service professionals are knowledgeable and skilled with Oracle Field Service and can provide relevant and informed recommendations. If you have Oracle priority services, please reach out to your Technical Account Manager (TAM).
Oracle follows a documented update policy that is designed to help minimize service interruption and aid compliance with applicable policies and procedures, including information security policies.
Customer support is available to assist with critical post-update issues.
In Scope Services:
Customer communication and notification around the Update timing
Guidance on where to locate documentation for the Update Release
"Like-for-Like"* system migration
Non-production (TEST) instance update
PROD instance update
*"Like-for-Like" does not mean exact. Instead, it means functionality is available in a similar way unless the functionality was deprecated or removed.
Out of Scope Services:
New feature deployment (recommendation, when applicable, is to add this functionality after the PROD update is complete)
Training, guidance, coaching or new configuration**
Integration support for API migration and deprecation handling**
Update of Customer/Partner or Integrator written customizations
Updates and management of non-update related issues
Formal project plan, plan review and requirements sign-off process
**Please contact your Sales Account Manager to learn more about options for a consulting engagement.
This section outlines the general update process for each type of release.
The TEST Preview instance is updated on the Update release date. Updates will be performed on the first Friday of the Quarter (February, May, August and November). These releases consist of a "Like-for-Like" update, meaning the previous functionality is available, unless deprecated, but it may not be exactly the same. These updates are applied automatically during the pre-defined, scheduled update period.
The following outlines the high-level steps involved in the Update process:
- Initial notifications are delivered approximately two (2) weeks prior to non-production (TEST) being updated
- Release Readiness documentation is available one to two (2) weeks prior to the GA release date
- Update release is GA
- TEST Preview instance is updated on the Update release date
- Note: It is recommended that new Production Configurations do not occur during the update period
- The standard Update review period is two (2) weeks. Customers can use the Cloud Portal – Service Console to define a customer schedule for Prod and TEST instance (not the TEST Preview) updates.
- PROD is updated on the scheduled date defined in the Cloud Portal - Service Console
- Update Completion Notification is delivered
These best practices will help facilitate a successful and smooth update.
- Plan ahead of time using the targeted dates in the 'Update release schedule'' section of this process
- Communicate the updates to your business users ahead of time so that to the organization is aware of the upcoming update
- Read the release documentation prior to your Non-production (TEST) instances being updated
- Ensure that appropriate resources are available for the update review including IT and business users
- Prepare your backoffice systems used for review purposes to ensure they are available and contain data in order to avoid delays with the review
- Provide your users with review plans that are aligned with your current business processes – this speeds up the overall process and avoids any missed items during your review
- Use the release documentation to begin updating any internal documentation that you provide to your users
- Avoid making any major configuration changes or business process changes during the update period
- When applicable, we recommend that you make business and/or configuration changes after your Production instance is updated. This approach aligns with providing a “like-for-like” update.
- Analysis should begin on day one of the update so any questions can be addressed early in the process
Oracle automatically applies Service Updates (SU) to your TEST Preview instance between the initial TEST Preview Update date and the default Production Update date defined in the 'Update Release Schedule' table above. For example for 21D, your TEST Preview instance would only get automatic Service Updates on the two weeks between November 5th and November 19th, 2021. Any Service Updates for your TEST Preview instance after the default Production Update date will need to be scheduled by you through your Service Console, regardless if you moved your Production Update date or not.
With the exception of the TEST Preview instance during the initial two weeks period that is managed by Oracle, customers can select which environments receive Service Updates through the Service Console of the Cloud Portal.
One Off Service Updates may occur on an as-needed basis. These releases are routine updates that do not contain new functionality.
The following outlines the high-level steps involved in the Service Update process:
- Service Update is available. Customers can schedule the SU through the Service Console
- Service Update documentation is available on or shortly after the release
- Service Update Scheduled notification is sent for the instance, date, and time selected by the customer using the Self-scheduling feature
- Service Update is applied to the instance
- Service Update Completed notification is delivered once the update is complete
Updates and Service Updates will occur during a standard 3-hour update window
- Customers can specify an update window which will be applied to all instances in a subscription using the Cloud Portal – Service Console
- If an update window is not specified then default update window is applied depending on the geographical region of hosting
- North America (NA) and Latin American (LATAM) - AMER: Friday, 21:00 CDT/CST
- Europe and Africa - EMEA: Friday, 21:00 BST/GMT8
Frequently Asked Questions (FAQ)
Running the latest Oracle Field Service version means that you have access to the latest product capabilities in terms of system performance, quality, stability, and security. Oracle's delivery of the service as described in the Oracle Cloud Hosting and Delivery Policy is contingent on you being on the latest release.
Why does Oracle Field Service provide a predefined schedule for Updates as seen in Answer ID 8509: Oracle Field Service (OFS) Release Process?
Updates are scheduled to provide customers with an opportunity to plan for the changes and review the latest updates in a non-production (TEST) instance prior to the update being applied to Production (PROD). This affords customers with the opportunity to make any changes prior to an update in PROD in addition to preparing the organization for the update.
It is not possible to refuse or cancel an Update. Please refer to the Oracle Field Service / OFS Release process above to find the planned release schedule to make a decision if you need to reschedule it.
The Update of the TEST Preview instance cannot be changed but you can change the Production and other TEST instance update dates. Those dates can be adjusted using the Cloud Portal – Service Console. Please see the Cloud Portal documentation for more information.
There is no need for you to request your update. Oracle Field Service customers are updated using a predefined schedule determined by Oracle's Cloud Operations Release Team. For planning purposes you can refer to the Oracle Field Service / OFS Release process above to find the planned release schedule. You can make changes to the schedule through the Cloud Portal.
Any possible defects found during update need to be reported via CX Customer Portal (https://cx.rightnow.com). The Oracle Field Service Support Team will process issues according to their severity and area (Manage, Mobility, Routing, etc).
All issues found during and after an update are addressed following the standard Oracle Field Service process using the CX Customer Portal (https://cx.rightnow.com).
If you require training, guidance on how to take advantage of functionality, configuration assistance and/or integration assistance, please contact your Sales Account Manager to learn more about options for a consulting engagement.
Responses will be based on severity and in accordance with Oracle’s Cloud Support Policy.
Release documentation is published regularly. The Whats New documentation describes the new features, changes, and altered functionality introduced in Oracle Field Service version. Release Notes provide an overview of minor changes and updates. For a detailed description of the features and changes introduced in this document, please refer to all the corresponding separate documents.
After reviewing the above mentioned documentation, if you still need assistance and support, please contact your Sales Account Manager to learn more about a consulting engagement.
We advise you to check the Whats New documentation. Release documentation describes the new features, changes, and altered functionality introduced in Oracle Field Service versions. It also provides an overview of minor changes and updates.
After reviewing the above mentioned documentation, if you still need assistance and support, please contact your Sales Account Manager.
Review What’s New documentation to learn about new features that will be activated with the update. Oracle does not perform configuration changes to customers instances. New features are not turned on by default unless noted in the Whats New document; you will need to enable the features after the update. Service Updates do not contain new features or enhancements.
As with any change, be sure to review your customizations early during the update period. After the update is complete in Production, it is recommended that you validate all customizations and integrations.
Here are some recommendations:
Review the Whats New documentation
Notify the end users and other relevant parties in your organizations about the scheduled update.
From the moment you receive a notification about TEST being updated, we highly recommend that you freeze Production Configuration during the update period.
Move off deprecated Product Extensions, frameworks and APIs on-time.
Take relevant measures to ensure backward compatibility of Customer/Partner written customizations. Please note Oracle does not support customization written by the customer or partner.
Following best practices, plan and allocate Resources for planning and reviewing the update.
The Preview TEST instance (second TEST instance by default) is identified in Service Console (see The Update Process Rules)
It is not possible to change the TEST instance that will be used.
We strive for no downtime but some downtime may be needed on occasion. If downtime is needed, the period depends on several technical factors.
The update is done in the defined maintenance window. Information about the maintenance window is published in the update notifications.
For an Update and Service Update, your non-production (TEST) instance will not be refreshed with your Production configuration and your data will not be removed.
If you wish to refresh your non-production (TEST) instance with a copy of your Production configuration and data before an Update, please follow Recreate From Another Instance Option in Service Console.
This is a great opportunity to take advantage of the new enhancements prior to rolling the solution out to your organization. This will be coordinated prior to the update period to reduce the chances of your configuration work in non-production (TEST) being impacted. Both of your non-production (TEST) instances will be updated during the update period so you can continue with your implementation work.
The maintenance window for non-production (TEST) can be defined by you in the Field Service Console within the Cloud Portal.
You can schedule your non-productive (TEST) instances update using the Field Service Console in Cloud Portal. These instances will not be refreshed with your Production configuration and your data will not be removed.
Please refer to the Generally Available (GA) Releases section above for more information on the timing allocated for your review.
The maintenance window is reserved by Oracle for technical operation. We recommend that you perform validations after the end of maintenance window.
Note that Oracle does provide a rollback-on-demand option for Oracle Field Service Updates or Service Updates. Based on the situation, Oracle will make the decision to provide a fix or revert your environment back to a previously working state for any several impacting issues as deemed necessary.
Oracle Field Service customers are updated per the predefined schedule. Additional notifications are sent before updates based on the Release Type. We recommend you review the Update Process section above or contact your Sales Account Manager if you have questions.
Yes. Service Updates are part of the process. You can schedule them for your environments through the Field Service Console within the Cloud Portal.
Configuration changes that you made in non-production (TEST) during the update period are not copied over to PROD to facilitate a “like-for-like” update based on the Production configuration. If you made changes in non-production (TEST) that you would like in PROD, then you must plan to also apply those configuration changes in PROD after the update is complete. This approach avoids the introduction of new changes that could hinder experiencing a smooth update.
One Off Service Updates may occur on an as-needed basis. They will contain urgent fixes and can be installed with the highest priority. No notifications are sent in advance. Start and Complete notifications for non-production (TEST) and Prod operations are sent. For more details, please visit 9072: The OFS Change Management Policy
Oracle Field Service’s browser support policy align with Oracle's Software Web Browser Support Policy. Oracle Field Service specifics can be found in Answer ID 8415: Oracle Field Service (OFS) Browser Support Policy.
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The information contained herein is subject to change without notice and is not warranted to be error-free. If you find any errors, please report them to us in writing.