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Using this blog you can learn about the integration in SAP Asset Intelligence Network (SAP AIN) with tickets and contracts in SAP Hybris Cloud for Customer (C4C). It talks about how to manage tickets in the ticket list or queue, learn how to resolve and respond to tickets, and get answers to your questions about tickets. The tickets tab displays all tickets for an equipment. The queue is a subset of the ticket list assigned to an equipment containing all tickets created by you.

While SAP AIN provides the serialized equipment information along the complete asset lifecycle for all business partners in the network – like manufacturer, operator and service provider – SAP C4C augments these data with contractual and ticket execution information.

Once you have a registered product existing in SAP Hybris Cloud for Customer system, you can:

  • Create, edit or view the relevant tickets for the corresponding equipment in AIN.
  • View your contracts for the corresponding equipment in AIN.

Prerequisite

As a manufacturer

  • You have the privileges of an organization administrator, CONFIGURATION_DELETE or CONFIURATION_EDIT
  • Your SAP AIN user ID has the roles EQUIPMENT_DELETE or EQUIPMENT_EDIT or EQUIPMENT_READ assigned.
  • You have set-up the SAP Cloud Platform Integration as an external system of type HCI
  • You have set-up the SAP Cloud for Customer details as an external system of type SAP
  • Check the Tickets and Contracts Integration iFlows on content hub and deploy
    • http://cloudintegration.hana.ondemand.com/shell/discover/contentpackage/SAPAssetIntelligenceNetworkAINIntegrationScenarios?section=ARTIFACTS
    • Copy the package and deploy the relevant integration flow in the SAP Cloud Platform Integration tenant.
    • You have set-up the required Communication Arrangement in the SAP C4C system for the contract services to work. For more information, see SAP AIN Integration Guide, section SAP AIN with Hybris Cloud for Customer.

Integration Flow (iFlow)

Configuration of External System/IDs in SAP Asset Intelligence Network

You as an equipment manufacturer are mapping external IDs for an equipment and the corresponding operator with the SAP Hybris Cloud for Customer system.

  • Registered product in SAP Hybris Cloud for Customer correspond to equipment to AIN. The serial ID of the registered product must be mapped to corresponding AIN equipment as External ID.
  • The SAP Hybris Cloud for Customer account IDs must be mapped in the corresponding AIN company profile as External IDs.
  • In case the equipment owner (Source) is different from the equipment manufacturer in AIN, share the equipment with the manufacturer of the equipment with “Write” access.

Use the Application Settings to set-up the C4C system configuration

The following instructions details the configuration steps for the Manufacturer:

  • Log on to the SAP Asset Intelligence Network application.
  • Launch the Application Settings app.
  • Choose the Systems tab.
  • Choose Add and select the external system of type SAP C4C
  • Note: It is required as a pre-requisite that SAP Cloud Platform Integration is set up. Otherwise this option is greyed out.
  • In the Add System dialog box, provide the details as listed:
    • System Name – Provide a unique system name
    • Credential Name – As provided while adding user credentials in your SAP Cloud Platform integration account.
    • System Status – Active or Inactive
    • URL Information – URL of the external system .
    • Additional Information (optional)
  • Choose OK.
  • The external system with details gets populated in the Systems list in the Application Settings window.

Map AIN org with C4C customer ID from the Company Profile Application

The Manufacturer of the model associated with the equipment maps the External ID for the equipment owner (Source) in the company profile. This is required to give the equipment owner access to the ticket information through SAP AIN.

  • Log on to SAP Asset Intelligence Network.
  • Launch the Company Profile application of the corresponding customer.
  • Go to External IDs, choose Add.
  • In the Add External ID window, enter the Field Description and System Name.
  • Choose the name of the c4c system that you have defined earlier as an external system.
    • Object Type – Not required
    • External ID – Enter the C4C customer account ID
  • Choose OK.
  • You see the new external IDs listed on the External IDs page.

Map AIN equipment with C4C registered product’s Serial ID

The manufacturer of the model associated with the equipment maps the external ID on the equipment.

  • Launch the Equipment application.
  • Open the item of equipment in question.
  • Go to External IDs and choose Add.
  • In the Add External ID window, enter the Field Description and System Name.
  • Choose the name of the c4c system that you have defined earlier as an external system.
    • Object Type – Registered Product
    • External ID – Enter a registered product’s Serial ID
  • Choose OK.
  • You see the new External IDs listed on the External IDs page.

Enable the Customer Service Tab on the Equipment Object page

Once the above configurations setting are completed, the Customer Service Tab will be enabled on the Equipment Object page with the below sections:

Tickets

  • You can create, edit or view the relevant tickets for the corresponding equipment in AIN.
  • You can also upload an attachment when creating or updating a ticket.

Note: The above integration is not supported for lean equipment, where there is no model associated to the equipment.

Contracts

You can view your contracts for the corresponding equipment in AIN.

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4 Comments

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  1. Former Member

    Hello Roopa,

     

    thanks for sharing your blog. Here comes together, what belongs together: Things and Customers.

     

    I really like it.

     

    Well done,

    Daniel

    (0) 

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