2015

CE Quick Reference
Guide

For Task Management in

Oracle Enterprise Services

Table of Contents
Notification and Task Acceptance ................................................................................................. 2
Traveling and Working Task Status.............................................................................................. 4
Same Site Arrivals ................................................................................................................................. 5
Suspending a Task for Parts/Ordering ........................................................................................ 6

Parts Receiving ...................................................................................................................................... 9

Various Debrief Scenarios ............................................................................................................. 11
Miscellaneous Parts Scenarios .................................................................................................... 16
Icons Overview .................................................................................................................................... 19
131 Stop Code ..................................................................................................................................... 21
Note Icon on the Bottom Footer of Debrief ............................................................................ 22
Copy Task Number from Device ................................................................................................. 23
Corp Password Notification ........................................................................................................... 24
Android Password Changes .......................................................................................................... 25
Exchange Account Password Changes .............................................................................. 26

LOM Password Changes ................................................................................................................ 28

One Time Address ............................................................................................................................. 28

Location Services ............................................................................................................................... 29
Clear Data .............................................................................................................................................. 29

Download Junos Pulse from Google Play .............................................................................. 30

Sync Android Email ........................................................................................................................... 36

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Note: Please complete all the Reverse Logistics transactions prior

to installing the new ES APK. Reverse Logistics will not be used
with ES.
The basic flow of the Task Status transitions is:

Notification and Task Acceptance

CE Scenario: Receives Email Notification and PUSH Notification
An Email notification along with a PUSH Notification will be sent to a CE for each
new assignment of a Task and each time a Task is updated by another user,
including Task transitions, when notes are added, and when times are adjusted.
Displayed is the Push Notification of a newly assigned Task.

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(Accepted
icon on the Task List screen)

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Please accept the Task, Save and Refresh.

Please Note: If at any time the CE cannot update the Task or is out of
communication range, they are to contact the FSC.

Traveling and Working Task Status

Remember:
Always update the Task Status to Traveling, when in route to the
Customer Site.
Always update the Task Status to Working when arriving at the Customer
Site
SAVE & REFRESH ALL ENTRIES

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Same Site Arrivals

When there is more then one Task to be worked at a Customers site, as soon as
the CE arrives on-site, the status of the first Task should be changed from
Traveling to Working and the status of all additional Tasks should be changed
to Same Site Arrival. This will ensure that the Response SLA is not missed.
Once the first Task is completed, the status of the next Task should be changed
to Working and the Scheduled Start Date field should be updated if required. For
the first Task, both the Travel and Labor should be debriefed. For the second
Task, Labor only should be debriefed. This process should be continued until all
the Tasks at the Customers site have been executed. Remember to Save &
Refresh for all status changes.

Task #
Task 1
Task 2

Accepted
Accepted

Traveling
Same Site Arrival

Task Status Transitions

Working
Completed
Same Site Arrival Same Site Arrival

How to Debrief
Task #
1
1
2

Travel
10:00

Working
10:30
10:31
11:00

Completed
11:00
12:00

Labor Justification
08
00
00

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Working

Completed

Suspending a Task for Parts/Ordering

Steps:
Tasks Requiring Parts
Look Up Inventory via LOM Inventory Look Up
Suspend ( Task 1) with proper parts Justification Code (Stop)
based on Inventory Local or Not Local.
NOTE: In some cases it is not required to suspend a task to order
a part. If the parts is less than 41Km or another example would be,
if a CE receives a task for next week and requires a part, the part
can be ordered on the original task, no need to suspend.
Automatic Follow up Task is Created ( Task 2)
Order Part via LOM (Using Follow up Task Number Task 2) Look
Up Place Order

!! After suspending Tasks, CEs must perform Refresh. If the Follow up

Task is starting with 2, it means it is a Temporary Task Number and
Refresh was not performed.

Important: Follow up Task that is created for ordering part will

be in status Parts ordered and can be found at the end of the
Task list. Perform a Refresh to sync data to ES after receiving a
part.
Parts Order Example:
a. Select Miscellaneous

b. Select External URLs c. Enter Credentials /Logon

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d. Select LOM

d. Check Parts Order Information e. Order Part

Remedy ID# will be returned to device and be the confirmation that the Part
Order was created.

Note: CE Enters explanatory note on the Follow up Task, if task is

reassigned a new CE, they will know the call history
When Part is delivered.
Perform Receipt
Complete Follow up task (Task 2)

Debrief - Suspend For Parts

Task Transition times
Task
#
1
1
2
2

Travel
10:00

Working
10:30

Suspended

10:31
7:30
7:31

11:00

7:00

Completed

10:00
8:30

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Labor
Justification
08
01 (Not Local)
08
00

STOPS the SLA

Part Order Error:

When you order a part against a Task that is already in Completed, Suspended
or Cancelled status, youll receive the following error You must use a Task Nbr
that is not Cancelled, Closed, Completed or Suspended.

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Parts Receiving
Receipts must be transacted daily.
Both PPK & Emergency (Task) Orders will appear on the Receipt Screen
4 Methods to Receive Parts
Scan the Shipment Number
Manually Key the Shipment Number
Use the Select Option
Use Purchase Order Number search
1.Select Spare Functions 2. Select Parts Receive

3. Scan, enter or select Order

UF = United States Field

Arrows next to
order indicate the
Parts are ready for
Receipt.

4. Receive the Order

Note: In the Sub Inventory, UF is

United States Field. All field
stocking locations will have this
naming convention.

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Question: How do I get the part in to my sub inventory when another CE
ordered the part for a task and I have now been assigned the task?
Answer: You can perform CE Receipt by Shipment Number or Customer PO
Number or Order Number, even if the part was shipped to different
CE. If the part has been shipped to another CE, then perform Parts
Receive (Not Issued to you) to sub transfer from that CEs Good Sub
to your Good Sub behind the scene. This transaction may take
several minutes to complete. Please do not close the session, as this
could cause Transaction failures.
Note: The Order Numbers start with 1, Customer PO Number start with 3,
Shipment Numbers start with 8. Also note that if the part is in your PPK
then you should be able to post the Material Install.
Question: When I perform a Receipt Transaction, will the part be available for
consumption (debrief) immediately?
Answer: NO, you must first perform a Refresh on the device to add the part to
your PPK.

Question: Should I complete the Task without receiving the part?

Answer: NO! If a part is installed (used) the part MUST be recorded during the
debrief of the task.
IMPACTS:
Inaccurate Inventory - $$$/Missed SLAs
NO PPK replenishment - $$$/Missed SLAs
CE/CCC/Logistics Productivity - $$$ Loss

Question: List the reasons to call the FSC for Part updates?
Answer: The following are the reasons:
If a Task is being completed with RW parts usage but there will NOT be parts
returned (customer kept or none to return). FSC will need to post the parts
usage
If a Task is being completed and the part used was in another CEs inventory
and he is not available to transfer the part to you
Question: List the reasons to email Shared Services for Part updates?
Answer: The following are the reasons:
If you forgot to post parts usage on a Task and the Task was completed and
the parts need to be returned
If you have a discrepancy with your PPK parts

!! For MSL issues, please call the Intelligent Logistics at 678-653-1270.

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Various Debrief Scenarios

Scenario: On Site Completion No Parts 00 - Stop Code
The CE receives a Task requiring onsite activity. The CE begins travel @ 08:00,
arrives on-site at 09:00 (Working), and completes the repair at 09:30.
Justification 00 is to be debriefed on the TASK.
Basic Task
Task Transition times
Task #
1
1

Travel
8:00

Working
9:00
9:01

Suspended

Completed
9:30

Labor
Justification
08
00

STOPS the SLA

CE Scenario: Preventive maintenance (PM) after Repair

The CE arrives at the customer site and repairs the customer reported problem.
During the repair, the CE recognizes the need to perform some PM activity,
which the CE performs. The repair actions are:
1) Complete the Task with a Justification Code of 00
2) Create a Follow Up Task
3) Complete the Follow Up Task with Justification Code of 07.
This avoids creating a second Service Request and does not affect the Service
Level Agreement (SLA) because Stop Code 07 should be entered after Stop
Code 00.

Task Transition times

Task
#
1
1
2

Travel
8:00

Working
9:00
9:01
9:31

Suspended

Completed
9:30
10:00

Labor Justification
08
00
07

STOPS the SLA

CE Scenario: Remote Resolution

The CE receives a Task stating customer has no power on a unit. The CE calls
the customer and has them check that it is plugged in. Customer identifies a poor
connection and resolves the problem. The repair actions take 15 minutes.

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Task Transition times
Task
#
1

Travel

Working
9:00

Suspended

Completed
9:15

Labor Justification
20

CE Scenario: Change FLM to SLM

First Line (FLM) to Second Line (SLM)

First Line Task - CE **Suspends and posts labor ( Automatically a follow

up task will be created)

When the CE receives the Follow Up Task number, the CE must call the
FSC.

The CE will advise the SC of the Follow Up Task Number and the SC will
reassign the task to a Second Line CE.
NOTE: As general reminder, please update the Follow Up Task notes with information
specific to the task in case another CE is scheduled to run the task.

CE Scenario: Suspend for a Customer Delay or Guard not available

CE Arrives on site
Customer is too busy for CE to perform work
Customer asks for CE to come back tomorrow/Next Day
Suspends task for a Customer Delay
Receives Follow up Task #
Change SR to Appointment and Update Requested By as this
stops the SLA
CE Updates Scheduled Start with Appointment time

NOTE: As general reminder, please update the Follow Up Task notes with information
specific to the task in case another CE is scheduled to run the task.

Completes Task (Follow Up)

Task Transition times

Task
#
1
1
2
2

Travel
14:00
7:00

Working
14:30
14:31
7:30
7:31

Suspended

Completed

15:15
8:30

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Labor Justification
08
03
08
00

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Scenario: On Site Completion with Parts 00 - Stop Code
The CE receives a Task requiring onsite activity. The CE begins travel @ 08:00,
arrives on-site at 09:00 (Working), and completes the repair at 09:30 with Parts
Usage.
Justification 00 is to be debriefed on the TASK.
Basic Task
Task Transition times
Task #
1
1

Travel
8:00

Working
9:00
9:01

Suspended

Completed
9:30

Labor
Justification
08
00

STOPS the SLA

NOTE: CE will also enter PID, Global Codes and Notes prior to completion
1. Debrief Material

2. Search or Enter Item

3. Item Displayed

Note: If you do a full part search (Clicking on Go with no part entry) and
get the message No Record Found OR only get part of your possible
part listings, then, you may need to limit the search by entering the first
couple of digits of the part number since the data may be too large to
return. (Please refer to the Narrow down the PPK Search in Material
Install Screen topic on page 15.)

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4. Enter Justification and Save

NOTE: Reworkable parts will require Material Return

1. Material Return
Scan or Enter Information

2. Select OK

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Narrow down the PPK Search in Material Install Screen

15

The PPK Item number can be searched by selecting the magnifying glass or with
a wild card entry as shown in the graphic. For example type the first five or six
digits of the Item number with a (%) wild card symbol and then select the Go
button with the magnifying glass.

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Miscellaneous Parts Scenarios

Scenario: Sub Inventory Transfer- From CSR : To CSR
1. Select From: CSR button
2. Enter To CSR code and select GO
3. Enter Item and select GO
4. Enter Transfer Qty and select Submit
5. Once Transfer is successfully done beside confirmation Alert, email
notification will be sent to both Sub inventory owners

Scenario: Sub Inventory Transfer- From Shared Warehouse : To CSR

1. Select From: Shared Warehouse button
2. Choose From Sub Inventory if you select on drop down menu, youll be
able to see all linked Shared Warehouses and choose from which you
would like to transfer part

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3. Enter Item and select GO
4. Enter Transfer Qty and select Submit

Scenario: PPK Parts Inquiry

1. To access the parts selection, select the Spare Functions icon. Then,
select Order Search
2. Enter the Partial Order Number ( If Known) in the Order Number
field
3. Select the Submit icon
Note: The wildcard% will be appended automatically.
4. You can search all orders by selecting the Submit icon. Do not enter
anything in the Order Number field
5. Select the displayed order to view the details of the order

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Icons Overview
The table displays the functionality of icons found in the ES Mobility application:

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Overview of icons found in the ES Mobility application:

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131 Stop Code

Scenario 1:

The CE shows up on-site, it takes 5 minutes to determine that he/she will

have to wait 15 minutes to gain access and begin repair. Once the repair
begins, it takes 45 minutes to complete.

Idle Stop code 031 or 131 should be used as follows:

Task #
1
1

Travel

Basic Task
Task Transition times
Working
Suspended Completed
10:00
10:20
10:21
11:06

Stop Code
131
00 Finish

STOPS the SLA

This will indicate that the equipment was non-operational when the CE
arrived; he/she waited 15 minutes on-site to gain access to the equipment,
and finished the repair 45 minutes after gaining access.

The SLA clock was stopped during the 15 minute wait time and there will
be no FVR miss.

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Note Icon on the Bottom Footer of Debrief

The NOTE in the Debrief section is different that the Note icon on the bottom
section of the screen. When the user selects the Note icon, they will have the
Home icon that will be visible. Please be careful, when you select the Home
icon, it will take you back to the Task list screen and the Status of the Task will
return to the prior status since the last Refresh. The Home icon is also present in
on the Debrief header Note screen in ES MFS.

Note icon on the bottom ribbon should

only be used to add additional
Remarks/Comments to the Tasks.
Users have the ability to select the
Note Type by clicking on the arrow
next to Resolution Description.

Note icon in the debrief header is

used when completing the Task. You
can add Resolution Description,
Charge Note, Expense Note..etc.

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Copy Task Number from Device

If users cannot remember or put down the task number when needed:

Use your finger to press at the Task Number for several seconds to
highlight the Task Number

Click the Copy in the right corner / or a menu displayed on the bottom part
of selection (as shown in the graphic below)

After that, the Task Number is copied to the clipboard. You can Paste it
anywhere (i.e. Placing for LOM order)

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Corp Password Notification

CEs will be notified about Password expiration Only Once in a day for last 15
days remaining to their password expiration date.
S&F Users will receive password expiration
notifications after CE performs the first
Sync/Refresh of the day.

Please note that once password is changed, CE need to follow

existing process of syncing new corp password with MFS
application, LOM, Email account, etc. on mobile device.

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Android Password Changes

Note: After changing your Domain/LAN password using the Password manager
please follow below steps to change the PW on ES Mobility, LOM and eMail on
your Android.

From Home Screen select All Apps -> Settings -> Application Manager ->
ES Mobility

Select Clear Data

Click OK to confirm Delete App Data

Go back to the Home screen and select MFS app and login using your
QLID and the new Domain password.

You will see a Loading Database message

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Exchange Account Password Changes

Open your NCR email inbox. Open the Menu and select Settings

Select your NCR mail account and then select the NCR Active Sync

At the bottom, select More Settings

and move down to the end of the screen and select
Exchange server settings

Finally, enter the new Password and click Done

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LOM Password Changes

In the LOM screen, when you get the F5 screen (as shown below),
perform the following:

Open the Browser Menu and select Settings

Select Privacy and Security and then select Clear passwords

Close all open Browser windows

On the next LOM access you will get the F5 Login screen

Use QLID and Domain PW for login. Do not use corp\QLID!

Select Sign in and the LOM menu should appear

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One Time Address

Here, the SR/Task is using one time address and its indicated in the graphics
below.
Open Task and select Site Name

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Location Services

Location Services must be in the ON Mode. This is required to allow the maps to
work with in the Apps.

Clear Data
If you get an Alert error Global Code Download Failed. Please contact System
Administrator. (ES MFS Team, ITS), then, Clear Data first and retry again.

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Download Junos Pulse from Google Play

Open the Play Store from your device

Click the Search icon

Next, search for Junos Pulse. Click on Junos Pulse from the list of
available apps

Click Install, you may have to click Accept and type in your Google Play
password to continue (if prompted)

Once installed, Open the app

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Accept the terms of use

The notification will be received from AirWatch (icon on top ribbon). In the
task bar (swipe the screen from top to bottom) there should be a badge
from AirWatch indicating that the Junos configuration is available. Clicking
on the badge will open the AirWatch Notifications screen. Click again on
the Notification in order to install the configuration

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The Junos app should open automatically and be populated with a

configuration to include your QLID. Scroll to the bottom (first screenshot
below) of the screen and click on Create Connection. Accept the
Security warning when prompted and press Proceed.

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Enter QLID and domain password when prompted. After that click on
Sign In button. And the VPN connection is complete.

Users are now connected to the VPN. If there is a question if you are
connected to the VPN just click on the Junos app and look for your
Quicklook ID at the bottom

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Installation is now complete. Additional notes are provided below if issues

during the installation.

VPN Connection:
If user is not signed in just open the Junos app and click on the Connect
which will be displayed on the same page.

Troubleshooting Information:
If after installing the Junos Pulse app and the installation did not create a
connection.

Noted by the You have no connections

Perform the steps below to re-apply the VPN Certificate.

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Note: If the badge was dismissed, the configuration can be reinstalled by going
to: Airwatch > Profiles > GCEW VPN Cert Americas > then press Reapply
(circular arrow).

After Re-applying you should be presented with the New Connections

information as shown above. Perform the steps to Create Connection.

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Sync Android Email

Use the steps below on your Android device to sync email and set the sync
schedule. This will allow the emails to be available on your device based on the
schedule set. For example, if your current setting is 3 days, then your device
keeps the emails from last 3 days loaded on your device.

Go to Settings Account Settings NCR Active Sync

Select Sync settings Select Sync Email and select Period to sync
Email (for list of options)

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Specify the period

Specify Sync Schedule

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