SAP FSM Integration Scenario with ECC for Service Order Scenario

Process Flow:

Request Creation:

Service Request creation includes required steps in SAP or Workforce Management, for creation of SAP CS order, releasing it and sending it to the FSM cloud. Various ways for the creation of CS orders are handled through (i) Creation of Orders in SAP and (ii) use of WFM (Work Force Management) in Field Service Management.

Request Creation Flow:

Service Order Replication Scenario:

Prerequisites:

Detail Flow:

Step-1: Create Service Order in SAP CS :

Ad-hoc or repair orders can be created manually by users. The creation of a service order can be done via standard transaction IW31 or any other custom page implemented. Depending on the business processes and system configuration, there might be service notifications created in the system as well. This, however, is not a prerequisite for orders.

Step-2: Release Service Order in SAP CS:

After creation of orders and when the dispatcher is compliant with the content, orders are released in SAP.

Step-3: Transfer of Service Order to the cloud:

Once service orders are released in SAP, outbound messages are generated automatically to transform service orders to service call format in and send them to the cloud. Along with service orders, their operations are also sent to the cloud to create activities. The following section describes the key integration points on how service orders and operations are sent to the cloud as service calls and activities.

The Coresystems journey for service starts, when a service order is released in SAP. Whether it is created manually, by maintenance plans or other ways, relevant service order types are sent to the cloud after they are released. Service orders are mapped to service calls in the cloud and each operation of the order becomes an activity in the cloud. Relevant master data are already sent to the cloud.

Customer (=cloud business partner)
Equipment and functional location (= equipment) and
Material masters (= cloud items).

Note: Orders are called ‘service call’ in the FSM cloud and operations are ‘activities’ and the order-operation relationship is kept in the cloud. Each operation creates one activity in the cloud which can be assigned to one technician to do. Activity types can be sent with orders for time confirmation.

With reference to above mentioned detailed flow:

Step-1: Create a Service Order in ECC using IW51, note the Work center ID:

Step-2: Edit View for Service order to display the List of Equipment’s:

Step-3: Create Sales Activity in ECC:

Create a Sales activity in ECC example for Work center SERV01 (Operation2 – Act2):

Step-4: Transfer of Service Order to the FSM cloud. Verify the Service order, Equipment, Sales Activities, work center has been replicated successfully to FSM