Service calls and activities
- proaxia
- Alicja
This subsection serves as a high-level overview of selected FSM Cloud Connector customizing steps for service call and activity generation:
For more detailed descriptions, navigate to links included in each step.
The hereby described transactions apply for the PM order integration approach (https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/1451032577). FSM Cloud Connector also supports:
network-based service calls (https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/1487077377, https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/887750670)
notification-based service calls (https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/37137380)
WBS-based service calls (https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/1573257217)
MCSO integration (https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/1841659931)
Each approach has a different set of service call definition transactions.
Service calls
Service orders created in SAP ECC/S4 are reflected in SAP FSM as service calls. Whether a service order will be sent to FSM, depends on its plant, order type (must be marked as active), status and optionally work center. If idocs are not generated at all, you surely want to check these settings first. If idocs are generated but only reach status 03/18, not 41, then queue or communication issues occur.
Configuration Step | Customizing transaction | Corresponding sending transaction |
Assign plants relevant for service order transfer. Service orders assigned to them can be transferred to a given FSM company (use object type ‘SERVICECALL’) | https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/31952576 |
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Maintain FSM-relevant service order types. Make sure to set them as ‘active’. Customize service order type-dependent settings, such as service call dates determination. Learn more about service call dates determination: https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/1085374468/Activity+service+call+dates+mapping+SAP+FSM#SAP-%E2%86%92-FSM.1 | https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/2094727169 or https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/1851981877 | /PACG/ECM_SCTMASTER - Service Call Type |
Specify contact person source | https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/37135497, field ‘Cont. Person SO’ or https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/2094727169, field ‘ContactNotif’ |
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Maintain default service call values, such as a customer or plant/work center for service calls created in SAP FSM | https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/37136282 |
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Map SAP ECC/S4 service order priorities with FSM priorities | https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/37136299 |
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Optionally limit transfer of service calls to SAP FSM based on service order’s work center | https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/1203273736 |
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Optionally limit transfer of service calls to FSM based on order’s planner groups | https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/1994850321 |
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Define which service order statuses make service calls relevant for transfer to FSM | https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/37135798 |
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Define ERP-equivalents (code and description) of standard FSM service calls statuses (Ready to plan, Technically complete, Cancelled). Map SAP ECC/S4 statuses/user statuses of a service order to the FSM statuses Make sure to map SAP statuses with their FSM counterparts manually also in FSM, otherwise new activities won’t be displayed on the activity list in FSM:  | https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/37135809 | /PACG/ECM_SCSTD_STAT - Service Call Status |
Transfer PM activity types as service call problem types. PM activity types are retrieved during problem type transfer for FSM-relevant order types (see /PACG/ECM_SCTD). |
| /PACG/ECM_TRIG_SCPRT - Service Call Problem Type |
Activities
Service order operations (or operation’s requirement assignments - see: https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/1446576131) are reflected in SAP FSM as activities. An additional, technical object comes into play - FSM activity created in SAP ECC/S4. At order save, FSM Cloud Connector attempts to create an FSM activity based on operations (and various customizing options, such as which order/operation dates to use). The activity can be displayed in IW33 via "Relationships" and are sent to FSM. After update in FSM, first the FSM activity object in SAP ECC/S4 is updated, then the operation. This intermediate object is necessary because not all FSM data can be translated into operation properties, and none of it should be lost. Activity generation depends on whether it's activated for a given order type and status. Operation’s control key also has impact on activity generation.
Configuration Step | Customizing transaction | Corresponding sending transaction |
FOR (S4)PACG 200 SP09 AND OLDER Assign a default sales area for FSM activity generation and transfer for a given company (use object type ‘ACTIVITY’) | https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/31952565 |
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Make sure that FSM activity generation is enabled for the relevant service order type. Regulate whether FSM activities should be directly dispatched or released on the FSM planning board right after service order release. Manage activity address source. Learn more about:
| https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/2094727169 or https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/1851981877 |
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Make sure that FSM activity generation is enabled for the relevant service order status, field ‘Activity gen’ | https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/37135809 |
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Specify which control keys are relevant for activity transfer to FSM | https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/37136310 |
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Maintain basic FSM activity settings | https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/37135497 |
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Maintain internal activity types | https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/37135508 |
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Map internal and external activity types | https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/37135542 |
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Make sure that activity statuses (OPEN, CLOSED, DRAFT) are maintained. | https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/37135519 |
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Transfer the special activity UDF UDF COR_CLOUD_AssgPlan to SAP FSM |
| https://proaxia-prod-doc.atlassian.net/wiki/spaces/PFCC/pages/38175434 |
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