Prerequisites

It is recommended to run setup program /PACG/ECM_SETUP before using integration - some required entries in settings will be automatically added. To enable S4/HANA Service Order integrations there are some necessary steps to maintain in the system:

1. Adding entry with Transaction Type ‘SRVO’ and Class/Interface ‘/PACG/ECM_CL_SRV_NOT_SRVO’ in SPRO => Service => Transactions => Additional Settings => Notification Class for Transaction Type (Setup program should cover this entry)

2. Adding entry to customizing /PACG/ECM_VLOTD with relevant order type

3. Adding Item properties in customizing /PACG/ECM_VLOI

4. Adding LEANORD object to /PACG/ECM_EOAS and then assign this object to plant in /PACG/ECM_PLAS (Setup program should cover this entry)

5. Set up statuses in /PACG/ECM_SCSTD

   1. System Status I1002 (Open) - Activity Generation set as ‘no active'

   2. System Status I1004 (Released) - Activity Generation set as ‘active’

   3. System status I1005 (Completed) - Activity generation set as ‘no active’

6. Set up statuses in /PACG/ECM_SCREQ - add statuses from previous point

   1. I1002 - Negative Selection - don’t send the Order

   2. I1004 - Standard - send the Order

   3. I1005 - Completed - send the Order

7. Enable option ‘Generate FSM Activity’ in /PACG/ECM_VLOTD - dedicated UDF COR_CLOUD_AssgPlan will be activated for Activity status

8. To handle incoming Service Orders and Activities, the customizing for default master data’s values must be filled in /PACG/ECM_VLODS.

9. Attachments configuration must be maintained in /PACG/ECM_CUST_ATTA:

   1. Add Cloud message type ‘SERVICECALL' to Object type BUS2000116 in Section Cloud Message to SAP object mapping

   2. Add Cloud message type ‘ACTIVITY’ to Object type BUS2000140 in Section Cloud Message to SAP object mapping

Statuses

In Service Orders integration the statuses handling is quite different than in other order types. The relevant status for FSM Cloud Connector is status on Item level. The Service Order can be send to the FSM Cloud when at least 1 Item has status ‘Released’:

Open

Attachments

The default attachment types for Service Order is GOS type. However, the DMS type is also possible to use. To activate DMS attachments for outgoing and incoming messages, the following steps must be done:

• In /PACG/ECM_CUST_ATTA in section ‘General Attachment configuration’ the Storage Type must be set as 'D'

• DMS configuration must be entered

• In DC10 must be assigned new Object in Define Objects links for Document Type entered in previous step. The Object BUS2000116 is relevant for Service Order and BUS2000140 for Service Order Item:

Open

Time efforts

Integration supports 2 types of confirmation for time efforts: posting by standard confirmation on Service Order in Fiori app and by CATS.

The “CATS active” option in /PACG/ECM_CTET is required to enable CATS. After posting time efforts, the entries will be visible in CAT2. The reference to Service Order can be found in table CATSDB - Service Document type, Service Document and Service Document Item fields.

Expenses

The Connector integration with SAP S4/HANA Service Order enables three types of expense postings:

1. Controlling – Documents can be posted in KB16n or KB23n.

2. Confirmation – There are 2 possible ways for posting:

   1. Expenses are saved as confirmations directly within the SAP S4/HANA Service Order. The option ‘S4 confirmation for expenses’ in /PACG/ECM_CPROP must be activated.

   2. Expenses are saved as confirmations in the ‘old’ way via transactions IW43. The option ‘S4 confirmation for expenses’ must be deactivated.

3. FI (Financial) – Documents can be posted to the Finance area using FB03.

Detailed maintenance and setup for expenses can be performed in the /PACG/ECM_VEXPNS transaction.

Mileages

FSM Connector also provides integration for Mileages. There are three possible areas for posting within the S4 HANA Service Order:

1. Controlling – Documents can be posted as Activity Allocations (KB23N).

2. Confirmation – Documents can be posted as Confirmations on the S4 HANA Service Order.

Additionally, expenses can be posted together with Mileages. The configuration for expenses allows for the following scenarios:

• Mileage with activity allocation for expense

• Mileage with manual allocation for expense

• Mileage with confirmation for expense

Checkout

When an activity in FSM is completed and all required actions are finalized, the technician initiates the Checkout process. A successful checkout results in the closure of the Activity's item in the S4 HANA Service Order. The status of the related item is updated to ‘Completed’ based on the settings in /PACG/ECM_SCSTD:

Additionally, the attachment with Service Checkout will be added on Service Order’s item level:

In the dedicated ‘FSM Activity’ Fiori app, Checkout information is displayed in a separate section, allowing users to view details such as:

• Checkout number

• Person number who complete the checkout

• First and Last Name of technician

• Creation date and time

• Email address

• Email indicator. It is checked if message was delivered on selected Email address