[OBSOLETE] /PACG/ECM_SCTD – Service Call types definition: Overview and Detail

Enter order types relevant for FSM (replicated to FSM as service call types) and maintain order type-dependent settings.

https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/38175368

(S4)PACG 200 SP09 You can navigate to the sending transaction using the button Send to FSM, placed on the toolbar.

Object SERVICECALLTYPE must be added to for a given company

Switch to activate/deactivate order type.

Specify whether the service order creation from cloud is allowed.

Specify whether order type is a default order type for order creation from cloud.

Specify scheduling type for order creation from cloud. Available options include:

• forwards

• backwards

• only capacity requirements

• current date

• forwards in time

• backwards in time

Define dates scheduling rule. Note that this is only applicable for FSM inbound into SAP)

• Blank - No action.

• S: Set Restrictions for Scheduling Start/End dates. Start & end date from service call header is taken as the default for the activities.
  Learn more:

• R: Re-calculate start & end from duration
  Taking into account work center's available capacity – in this case, it will provide only work duration to the service order's operation, then Scheduled Start/End dates will be automatically adjusted.
  Learn more:

Specify if Automatic billing should be performed after checkout.

Note: in order for automatic billing to be performed this settings need to be set, as well as IDocs needs to be processed correctly.

If an activity is assigned to a technician in FSM, the personnel number will be stored in a service order requirements assignment. Requirement assignments created in SAP ECC/S4 can result in activities assigned to the requirements' technicians (one split = one activity). Using requirement assignments allows existence of multiple activities for one operation.

When enabled, it’ll prevent transfer of a service call to SAP FSM, if none of the related service order’s [network’s/notification’s/WBS’s] operations [activities/tasks/sub-WBSs] is FSM-relevant. For service orders operations both control key and work center are checked (see transaction ).

If there’s no relevant operation [task, activity, wbs element], an information is added to the log file:

If a service call used to be relevant but no longer is, it is sent to FSM with deletion flag and activities are closed.

Determine contact person from service notification. If the flag is checked, then contact person from notification is being sent. If the flag is not checked, then contact person from service order is being sent.

If enabled, then the first person from resource assignments (table KBED) will be used as operation’s technician.

The field Customer source serves as an alternative way of customer determination (if determination based on customizing options Sold-to/Ship-to failed) for notification/WBS/network order-based activities and notification/network order-based service calls:

·       During outbound processing of notification-based service calls | Business partner determination for notification-based service calls

·       During inbound processing of time efforts for WBS-based activities | For country determination (based on partner’s address) for break start/sequence determination when splitting WBS service calls time efforts (see customizing transactions /PACG/ECM_PSTAR - Break start time, /PACG/ECM_PSEQN - Break sequence)

·       During generation/update of WBS-based activities | For partner determination for WBS-based activities if no partners found based on settings Sold-to/Ship-to in /PACG/ECM_SCTD

·       During inbound processing of notification-based activities | To get /PACG/ECM_ACTI-KUNWE partner from sales document if no partner determined in notification

·       During processing of various network-related objects | Get partners from sales document if none found in the WBS element 

Specify a source for determining work center and saving it to order/operation in case of service call/operation creation from SAP FSM.

The available options include:

• Person

• Service Order, Default (priority order - service order work center searched first, the default taken only if the service order’s work center not found)

• Person, Service Order, Default

• Equipment, Service Order, Default

• Equipment, Person, Service Order, Default

• Default - the work center/plant value from transaction /PACG/ECM_SCTDD will be used.

• Service Order, Person, Default

• (S4)PACG 200 SP04 Func. Loc., Equipment, Service Order, Default

Functional location’s work center can be found in transaction IL03, tab ‘Organization’

For new activities created in FSM, functional location from service order header is considered.

Functional location’s work center is used as the new operation’s work center:

For service calls created in FSM, functional location added to the service call is considered.

Functional location’s work center is used as the new service order’s work center:

• (S4)PACG 200 SP04 Func. Loc., Equipment, Person, Service Order, Default (see the option above for examples)

During processing of inbound activities a work center is determined for assigned technician (if there is any). When this option is enabled, work center found for technician will OVERWRITE work center of operation the activity is assigned to.

When this option is disabled, the determined work center will be saved in the activity object only

This is not relevant when 'multiple activity on single operation' scenario is enabled.

Update order operation from changes onfinal conf connected service assignment (work center, person, start, end)

[ ] - Generate new operations for duplicated/new activities

After duplicating/creating an activity in SAP FSM, a new operation is created in the related service order. The new activity is linked to the new operation.

[X] - Do not generate new operations for duplicated/new activities

After duplicating an activity in SAP FSM, the new activity is linked to the same service order operation as the first one. No new operation is created.

(S4)PACG 200 SP04

If a new activity is created in FSM and fields source activity/origin activity are not filled, the first relevant operation is searched for. Relevant operation means control key is active and there is no exclusion of work center. See also transactions and .

Specify whether the change of equipment is allowed in service call on the FSM side (allowed if “Change equi” set to other than ‘Do not create object’). Multiple equipments will be added to the object list of the header.

Specify whether equipment added to activity in FSM should be added to ‘Objects’ list of the service order (if “Change equi” set to ‘Create object’).

(S4)PACG 200 SP07/NOTE 3265325

When equipment is maintained in SAP ECC/S4 via Object assignment, equipment added to activities in FSM/inherited from copied activities will be properly populated to the operation. In order to create an object with link to the operation, make sure to select ‘Create object’ in field ‘Change equi’.

(S4)PACG 200 SP10

When the value ‘Create object’ is selected and equipment is removed from an activity in FSM, the corresponding object list entries in the service order will be removed only if they’re not linked to any notification. This replicates the standard SAP behaviour where object list entries with reference to a notification cannot be deleted in IW32.

This setting is used to remove a personnel number from an operation during activity creation/update. The person will not be populated to the activity. This is needed if there is more than one activity assigned to one operation.

Checking this setting denies update of an operation’s work and duration after change of an activity in SAP FSM.  

Please refer to for more information.

It’s also necessary to use operation’s duration as activity duration and work as planned duration, when sending activities to FSM.

Specify logic for dates allocation (start date and end date) in service call (and in activity). Available options are:

• B - basic dates - when the setting is set to basic dates, then the dates Bsc start and Basic fin. from Service Call Header are taken into account and sent to FSM

The following data is sent in fields Start and End of a segment /PACG/ECM_IS_SERVICECALL_2 of message type /PACG/ECM_SERVICECALL:

• S (space, default value) - scheduled dates - when the setting is set to scheduled dates, then the dates Earl start from the earliest operation and Latest fin from the last operation are taken into account and sent to FSM. The date from the earliest operation is set as Start date and the date from the latest operation is set as End Date.

The following data is sent in fields Start and End of a segment /PACG/ECM_IS_SERVICECALL_2 of message type /PACG/ECM_SERVICECALL:

Note: Similar logic is applied to activity dates - when B basic dates is set, then the dates from order header are taken into account and sent as activity start and end date. If S scheduled dates is set, then the earliest start and the latest end dates specified for each operation are sent.

When enabled, new operations for activities created in FSM will use duration/work unit determined from standard SAP customizing.

This is especially useful if units ‘HR' (STD) are used in the system (instead of 'H’) and should be set in new service order operations to avoid inconsistencies in FICO documents.

The following customizing is considered:

1. First - units from transaction OIO9 are retrieved based on the planning plant of the service order:

2. If no unit was found, the default time unit from work center (determined based on customizing in field ‘Work center source’) is used:

3. If not found, the default time unit of the work center's activity type (activity type for internal processing) is used:

4. If no other unit was found, 'H' would be used.

This field indicates whether the the cloud user who technically competed the order in FSM should be stored in the field "Sort field" in Location tab in Change/Display Order transactions: IW32/IW33 or not.

Please note that the current logic for this field is depended on the changelog entries. Starting from release 2105, the logic has been amended and changelog entries are no longer required for correct processing.

If checked, zero confirmations (always set as ‘final’) will not be created after checkout.

Confirmations will be automatically finalized after checkout.

If the setting is set to yes, then status ‘closed’ is set to activities if the related service order has a system status which is defined as “outstanding” in transaction /PACG/ECM_SCSTD (field S.A. generation).

Check not processed IDOCs for service order. If the setting is set to yes, then not processed IDOCs for service order are checked after service order checkout.

Send the purchase order ref. no. and its date from the notification with the service order. If the flag is checked, then PO number and date from notification are being sent. If the flag is not checked then PO number and date from service order are being sent.

Define how the subject of the service call in FSM is determined:

• Short text: This will send only the first line of the long text in the SAP ERP service order before the carriage return. FSM is able only to accept up to a max of 512 bytes for the service call header subject.

• Long text: This will send all the lines entered in the long text of the SAP ERP service order up to a max length of 512 bytes for the service call header subject.

This setting determines whether notification Long Text should be sent together with the service order long text in service call remarks.

• for service calls sent from SAP to FSM - concatenate service notification long text with service order text. In this case the text is doubled

• for service calls received from FSM - no update of text in service order (because of the previous point)

If this flag is checked during ASA (creating activity) process then long text operation will be fill into activity remarks.

During activity inbound process (creation or update of operation) the complete activity remarks will be stored into operation long text. This feature works for service orders and PM orders.

Long text can be entered by pressing button next to Operation field. When long text in operation is filled, then first 40 letters will be the title of operation. In FSM activity topic is taken from operation field in SAP. The rest of long text including the first line (40 letters) is submitted to Remarks of activity in FSM.

There is example on service order:

Protect first line in header long text. If the setting is set to yes, then the first line in service order header will not be updateable.

Note: This setting works properly provided that there is only one default service order per company.

Specify whether the incoming long text should be saved.

In case when this flag is checked, then the first line of the service order description is kept in remarks in service call in FSM. In case the flag is not checked, then the first line is skipped and not kept in remarks in service call in FSM.

With this option enabled for newly created activities in ECC/S4 (backend) text from an order’s header is added to the remarks. It is concatenated with a long text of an operation.

When activity is created in the FSM and this option is enabled then an order’s header text is added to the remarks of an activity during inbound processing but only if remarks were empty. Then is stored in an operation’s long text and synced back to FSM

User status for external assignment planning status

If inbound activity is planned and assigned to a person/technician then a predefined user status will be set on operation level.

If an activity is unassigned in FSM, the hereby set user status will be set in the service order, on operation level. See also fields “Planning status” and “Cancelled status”.

Prerequisites - status profile already set for the operation; “Planning status” also entered in the hereby described transaction.

If an inbound activity has status ‘closed’ and its checkout value is ‘false’ (meaning it was reassigned/unassigned/cancelled, not finished), a predefined user status is set on operation level.

If processing of an inbound cost-relevant object related to a Service Order (or one of its activities) fails, a user defined status can be set in the header of a service order. The functionality applies to inbound time efforts, expenses, mileages, material consumption, stock transfers, checklist instances, batches and work time.

This functionality gets enabled immediately after selecting status in the configuration and analogically gets disabled when config field gets cleared

Unprocessed (e.g. failed) idocs related to service orders (or one of its activities) can be also added as a menu GOS entry and then reviewed before completing the billing processes in the back office. 

To enable it, add an entry in table SGOSATTR (transaction SM30):

This field indicates user status which is set in the service order if a goods movement runs into errors and waits in COGI for manual treatment.

When service calls are sent to FSM, their Business Partners/Customers are determined from the partner function entered in this field. This partner function would also store service call’s Business Partner added in FSM. By default, when left empty, the function SOLD-TO is used. It can be overwritten with SHIP-TO for instance.

This field provides the ability to use custom business partner functions for customers who utilize Z-functions and want to have them sent to the cloud (related to activity)

This field specifies which partner role should be sent as responsible person of service order to the cloud. If responsible person is entered in FSM, it will be stored in the related order as the hereby provided partner function. The partner function can be personnel number-based or (S4)PACG 200 SP11 user name-based.

Specify partner role for the leading technician on site that will be sent to cloud.

Specify if reserved material is sent with reference to an activity/operation, not a service call.

• Send “R” Reserved Materials to the cloud - send materials with status R (saved in table RESB) to the cloud

• Do not send “R” Reserved to the cloud - don’t send materials with status R (saved in table RESB) to the cloud

• Avoid sending of “R” RMATs with Res./Purc. req set as Never - if Res./Purc. req. is set as never in component reservation then don’t send R reserved material to the cloud

‘Disable’ van stock. This means that plant with selected storage location can be used also for SD/DC scenarios and warehouse owners are not required.

When a reservation is made and this checkbox is active, instead of a van stock reservation, a standard reservation on technician's storage location will be created (/PACG/ECM_ARMAT entry with advanced shipment type = ' '). Such approach provides to that functionality can also be used for older service packs (SP4 and lower).

Field TAT Active - Activity Types of the Service Call Task - active specifies whether controlling activity types should be used for time confirmation. If the setting is set to yes, then activity types defined in transaction /PACG/ECM_SOLAF are sent as time tasks per order.

Specify if time efforts should be split before posting confirmation/CATS entry. This setting is checked during inbound time effort processing. For the splitting to be performed, it should be active for a given company and order type.

The splitting involves cutting one time record into two or more, each with different activity type and/or attendance/absence type. The splitting rules are defined in transaction .

An example of such a rule - time effort recorded on Mondays from 8:00 - 16:00 should be posted with activity type 101, entries recorded on Mondays from 16:00-18:00 should be posted with activity type 102.

No Time Zone Conversion - By this setting the submitted time is interpreted as local time.

Pre-Condition: All mobile devices stay always in the same time zone. If you set "No TZ conv." The first step of the time zone conversion (converting into SAP system time zone) will be not performed.

Specify whether Activity type should be sent as time task.

Do not send time task for person – if active and corresponding permission in FSM, also not assigned technician can report time effort to activity.

Send order operation as „task" for time effort capturing.

Specify if Attachments should be sent.

Specify whether attachments created for service calls in FSM should be automatically copied to the related notification in SAP ECC/S4.

Specify whether attachments created for service calls in FSM should be automatically copied to the related activities.

This field indicates if service assignment (activity) should be generated in SAP per order operation. If this is not set, then the message type "/PACG/ECM_ACTIVITYOUT" will not be sent and a service call will be created in FSM without an activity. Disable this option only in justified circumstances.

Specify which service order dates should be taken over to assignment activity when resource planner is not used. Available options include:

• Early Dates : Earliest scheduled start/end

• Late Dates : Latest scheduled start/end  

Note: If the Restriction dates are maintained, this customising is not considered. The Restriction dates are taken over.

Specify which address should be taken over to assignment activity when resource planner is not used.

Please note that for service orders created in cloud only service order address allowed.

Automatically dispatch/release activities on the planning board in FSM if a technician was entered in the related operation.

• Release - automatically release an activity on the planning board

• Plan - automatically dispatch an activity on the planning board, it then has to be manually released

• No assignment/release - the activity will be visible in the activity list

The source of technian assignment depends on field “Use req. ass” in this transaction. If inactive, then operation’s personnel number will be used, otherwise requirement’s assignments. Please note that this setting has impact only on new activities - if an activity is released in FSM and then reassigned in SAP, its status will remain released, even if “Release activity” is set to plan or no assignment.

(S4)PACG 200 SP04

If a technician was assigned to an activity directly in SAP ECC/S4 (field ‘Release activity’ in transaction /PACG/ECM_SCTD) and then unassigned from the service order operation, the special UDF COR_CLOUD_AssgPlan in the activity idoc will be set to ‘UNASSIGN’. Consequently, after removing technician from a service order operation, the activity moves back to the activity list.

Specify if Activity date/time should be derived from order header. If this option is checked activity date and time will be taken from basic dates from order header. If box is not checked program will try find dates with logic as below:

Specify End date/time calculation type. This field controls the way how end time of activity is calculated. Available options are:

• No Calculation – leaves values as they are (self-explanatory) 

• Add work – if this option is selected and work time is not initial, then activity’s end time is calculated in a following way: Activity.StartTime + WorkTime 

• Add duration - if this option is selected and work time is not initial, then activity’s end time is calculated in a following way: Activity.StartTime + DurationTime 

Specify planned duration type. This field controls span of the activities. The available options are:

• Not defined – same as Manual 

• AUTOMATIC - The Planned Duration is derived as PlanEnd - PlanStart - non-working hours. 

• MANUAL - The Planned Duration is derived as PlanEnd - PlanStart, any reservation, non-working hour is not considered. This is the usual way the system behaves as per today. 

• MANUAL_FIX - This is the same as MANUAL with the only difference that the planner cannot switch to AUTOMATIC mode. This is relevant for specific activities coming from the ERP. 

Please refer to for more information.

Obsolete field. Hidden in SP5 for add-on 200.

If this setting is set, service call changelog from SAP FSM will be stored and sent back to SAP FSM.

Obsolete. Hidden in SP5 add-on 200.