Exploring Integration Scenario Details

The integration platform for ECC CS/PM/PS was developed by SAP partner Proaxia. The platform is called FSM Cloud Connector, but is also commonly referred to as the 'ECC Connector', 'E4C Connector', or 'Proaxia Connector'.

Integration with SAP S/4HANA CS/PM/PS is also supported, provided that SAP S/4HANA operates in compatibility mode. It is currently the most mature integration option, offering the most comprehensive coverage per Field Service Management module and feature.

The Field Service Management Cloud connector consists of three parts:

1. The business integrator: This is an ABAP add-on that includes all the necessary technical components and process logic, such as the following:
   • Programs
   • Methods
   • Classes
   • Control tables which can be configured to specific needs
   • IDoc message types

   The standard functionality can be changed by using the ABAP enhancements model.

2. The message broker: This runs on a Windows server. It is responsible for data handling and conversion between the business integrator and the transporter. In effect, it is providing the translation skills. Overall, the communication method is based on the standard SAP EDI concept. All communication between the business integrator and the message broker is executed via web services which transfer the necessary content using IDoc.
3. The transporter - Secure data submission between SAP and the Field Service Management Cloud is based on HTTPS protocol. For security reasons, outgoing connections are established periodically to support a push and sync mechanism.

   As an alternative to the deployment of the Proaxia message broker on a Windows server, it can also be deployed on a Linux server using SAP Business Technology Platform (BTP).

• When the business integrator add-on is installed, the connector and all other connector-specific transactions and programs can be accessed. They are accessed via their own specific sub-area menu.
• This menu can be found under the corresponding transaction code in the SAP GUI: /N/PACG/EC.
• Each of the objects which are part of the integration logic have their own configuration options. This allows to set up the communication and data transfer based on the organization's existing CS and PM logic.
• The connector can link to several Field Service Management Cloud companies.
• As part of the administration menu, the cockpit shows all connector-specific inbound and outbound IDocs, grouped by status.

The FSM Cloud Connector covers many commonly-used master data object types, including the following:

• SAP-USER / HR PERSON
• HR INFORMATION → SKILL
• CUSTOMER ↔ BUSINESS PARTNER
• CONTACT PERSON ↔ CONTACT
• EQUIPMENT / FUNCTIONAL LOCATION (*) ↔ EQUIPMENT (Both equipment and functional location are mapped to the object Equipment. Hierarchies are supported.)
• MATERIAL / EQUIPMENT → TOOL (based on ITEM / EQUIPMENT)
• MATERIAL ↔ ITEM
• STOCK → STOCK (Field Service Management stock and warehouse data are based on plant and storage location data from SAP ECC/S/4HANA. Consignment stock is supported, as well as the handling of serialized and batch-managed materials.)
• WORK CENTER / PLANNING GROUP / ADDRESS REGION → REGION
• ABSENCE ↔ PERSON RESERVATION

The FSM Cloud connector also supports less-common data objects, including the following:

• CONTRACT ↔ CONTRACT
• PRICE LIST ↔ PRICE LIST
• PURCHASE ORDER ↔ PURCHASE ORDER
• QUOTE ↔ QUOTE
• OPPORTUNITY ↔ OPPORTUNITY

The FSM Cloud Connector supports the flow of transactional data. The standard flow is as follows:

1. A released service order is replicated to FSM, along with its activities and components.
2. The activity is scheduled in FSM and released to the technician.
3. On the offline mobile app, the technician can record efforts, expenses, and planned or unplanned material consumption.
4. After T&M Journal approval, a service confirmation is created with follow-up timesheet and goods movements.

The Field Service Management Cloud connector supports the integration of master data relevant to the crowd service functionality, such as:

• VENDOR ↔ CROWD PARTNER COMPANY
• EXTERNAL EMPLOYEE ↔ CROWD MEMBER

Transactional data for orders executed by crowd partners is handled in the same way that it is for the internal workforce. Supporting processes, such as the commercial aspects of the subcontracting, must be handled in the back-end ERP system. However, they can also be supported by the FSM Cloud Connector.

The Field Service Management Cloud connector can support the crowd service process by automating certain steps in the purchasing process for activities assigned to a crowd partner. This is done by passing data from Field Service Management to SAP ECC or SAP S/4HANA as an EVENT. This is a Field Service Management object whose purpose is to trigger an action in SAP ECC or SAP S/4HANA.

Activity dispatching:

• The workflow begins with the assignment of an activity to a crowd technician.
• The assignment triggers the control key change of the service order's operation.
• A purchase requisition is created based on data from the technician's vendor's agreement.

Activity release:

• Releasing an activity triggers the release of a purchase requisition and the creation of a purchase order.
• Such a purchase order should be then released manually in SAP ECC.

Activity acceptance or rejection:

• The crowd partner, upon reviewing the assignment, confirms the assignment.
• If the activity is accepted in the crowd portal, the purchase order is confirmed.
• If the activity is rejected, the purchase order is deleted.

Technician assignment update:

Purchase requisition is updated if a new technician is assigned, but a new purchase order is created.

SAP S/4HANA Cloud and SAP Field Service Management can be integrated using SAP Cloud integration/SAP Business Technology Platform (BTP).On the SAP S/4HANA side, the Service Management module is used.

Master data object types covered by this integration include the following:

• Service Contract
• Business Partner
• Business Partner Address
• Business Partner Contact
• Business Partner Relationship
• Product
• Product Price
• Product Stock

Transaction data object types covered by this integration include the following:

• Service/Repair Order ↔ Service Call
• Service Item ↔ Activity
• Service Part → Reserved Material
• Service confirmation ← Time Effort, Expense, Material, Mileage

Data replication from SAP S/4HANA to Field Service Management includes:

• Business Partner Address
• Business Partner Relationship (that is, mapping of business partner and contact)
• Material Price → Item Price List
• Stock level → stock level

There are two options for replicating equipment to SAP Field Service Management:

1. If the equipment data comes from SAP S/4HANA Cloud use the Field Service Management data loader to enable replication and follow the configuration steps listed in the initial synchronization of master data.

   Please note that created or changed equipment is not replicated automatically. Consequently, the description is valid for the initial load as well as for the delta load of the equipment data.

2. If the equipment data comes from the asset central, follow the configuration steps available in the section "Configure Asset Central Foundation" and use the standard integration flow to replicate the equipment data to SAP Field Service Management.

Employee records can be uploaded to FSM using the data loader functionality. In FSM, corresponding Person records are then created.

The standard integration covers the complete service process from creation/release of the service order in S/4HANA to the receiving back the service confirmation data.

SAP S/4HANA on premise and SAP Field Service Management can be integrated using SAP Cloud Integration/SAP Business Technology Platform (BTP).The SAP Cloud Connector is used to connect on-premise systems such as SAP S/4HANA to SAP BTP.

On the SAP S/4HANA side, the Service Management module is used.

Master data object types covered by this integration include the following:

• Business Partner
• Business Partner Address
• Business Partner Contact
• Business Partner Relationship
• Product
• Product Price
• Product Stock
• Organizational Hierarchy

Transaction data object types covered by this integration include the following:

• Service Order ↔ Service Call
• Service Item ↔ Activity
• Service Part → Reserved Material
• Service confirmation ← Time Effort, Expense, Material, Mileage
• Smartforms

Data replication from SAP S/4HANA to Field Service Management includes the following:

• Business Partner Address
• Business Partner Relationship (that is, mapping of business partner and contact)
• Product
• Product Stock
• Product Group
• Price → Item Price List

There are two options to replicate equipment and functional location data to SAP Field Service Management:

1. Using the data loader.

   Note that created or changed equipment is not replicated automatically. Consequently, the description is valid for the initial load as well as for the delta load of the equipment data.

2. Using the mobile application integration framework.

Employee records can be uploaded to FSM using the data loader functionality. In FSM, corresponding Person records are then created.

The diagram shows common use cases related to the replication of a released service order in SAP S/4HANA as a service call in SAP Field Service Management.

SAP CX Service Cloud is also commonly referred to as "C4C" or "Cloud for Customer". Integration between C4C and Field Service Management is achieved with SAP Cloud Integration. It also utilizes the FSM connector.

Master data object types covered by this integration include the following:

• Employee → Person
• Account → Business Partner
• Contact Person → Business Partner Contact
• Product → Item
• Registered Product → Equipment
• Installation Point → Equipment
• Skill → Skill

Please note the following:

• For each replicated employee, a user is created in SAP Field Service Management.
• SAP Cloud for Customer employee organization assignments are replicated unidirectionally to SAP Field Service Management People Region assignment.
• To replicate stock data to Field Service Management, SAP ERP (ECC) or SAP S/4HANA (on premise) can be configured accordingly.

Tickets can be replicated either manually (using the Release to FSM  action) or automatically. Automatic replication can be achieved through a corresponding setting in the SAP Service Cloud or by creating a workflow rule.

With automatic replication, tickets can be replicated as soon as they are created and saved in the SAP Service Cloud.

Transaction data object types covered by this integration include the following:

• Ticket ↔ Service Call
• Service ↔ Activity
• Spare Part → Reserved Material
• Confirmation Items ← Time Effort, Expense, Material, Mileage
• Smartforms

Standard integration is available between between SAP CRM 7.0 (EHP04) and Field Service Management. The integration is achieved through the SAP Business Technology Platform/SAP Cloud Integration. On the CRM side, it requires the SAP Cloud Connector. The Cloud Connector runs as an on-premise agent and serves as a link between SAP BTP applications and on-premise systems. On the Field Service Management side, the Field Service Management Connector is used.

Master data object types covered by this integration include the following:

• CRM Business Partner (sold-to-party) → Business Partner
• CRM Business Partner Address → Business Partner Address
• CRM Business Partner Contact → Contact
• CRM Business Partner Employee → Person
• CRM Product Master → Item
• ECC Material Stock +  (Plant/Storage Location) → Item Stock + Warehouse
• CRM Installed Base incl Hierarchy → Equipment

Please note that material stock is replicated from ECC.

Transaction data object types covered by this integration include the following:

• Service Order ↔ Service Call
• Service ↔ Activity
• Material → Reserved Material
• Service confirmation ← Time Effort, Expense, Material, Mileage

The transactional data flow supports confirmation of planned services, parts, and expenses. It also supports confirmation of unplanned parts and expenses. This includes support for partial confirmations.

A service order status changes immediately to flow bi-directionally. Completion in CRM leads to a Technically Complete status in Field Service Management, and vice versa.

In order to integrate SAP Business One with SAP, various requirements must be fulfilled. These include the following:

• Having the SAP Business One partner add-on Coresuite Time installed. Contact SAP Partner Coresystems AG for more details.
• Meeting the prerequisites for the SAP B1 Cloud connector. These are described in detail here. .

Master data object types covered by this integration include the following:

• Business Partner → Business Partner
• Business Partner Address → Business Partner Address
• Business Partner Contact → Contact
• User & Employee → Person
• Item → Item
• Equipment → Equipment

The standard integration supports the Field Service Management Crowd Workforce features. Crowd Workforce enables companies using SAP Field Service Management to effectively outsource service/maintenance work to technicians outside of their company. This could be to other subcontracting companies, or even to freelancers.

Transaction data object types covered by this integration include the following:

• Service Call ↔ Service Call
• Activity ↔ Activity
• Service confirmation ← Time Effort, Expense, Material, Mileage
• Sales Documents ↔ Opportunity, Sales Quotation, Sales Order, A/R Invoice

EMME records (Efforts, Materials, Mileages, Expenses) flow back to SAP Business One via the Coresuite Time add-on.

SAP Master Data Integration service (MDI) is a cloud service that provides a consistent view on master data across a hybrid landscape. It is based on the SAP One Domain Model (ODM) to represent master data objects from a multitude of origins and to distribute master data to different destinations.

FSM can be integrated with SAP MDI:

• Using SAP Cloud Process Integration (CPI) for Business Partner data
• Using the SAP FSM-MDI Connector, which connects directly to the SAP MDI Service for Products/Items, Equipment, and Functional Locations

SAP Master Data Integration is available in the Cloud Foundry on the SAP Business Technology Platform.

It provides one-way synchronization of master data from a source system into SAP Field Service Management. Outbound synchronization of master data from SAP Field Service Management into MDI is not supported at the moment.