The Service Call Lifecycle in SAP Field Service Management

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The following overview shows the lifecycle of a Service Call in SAP Field Service Management. We will be looking at the Service Call, from beginning to end, through the lens of an Espresso Machine Repair business. This Espresso Machine Repair company has a full-time admin, a planner, and ten technicians. 

SAP Field Service Management is a critical element of this company’s infrastructure, and they use it without an Enterprise Resource Planner (ERP) system in the background. 

Note: It’s important to keep in mind that this example could work for virtually any type of company, from electrical repairs, to locksmiths, to infrastructure repair–and beyond.

Let’s take a closer look.

Act I: The Service Call

Client Calls

Needs Espresso Machine serviced. The sooner the better…

Mara, the administrator/dispatcher, takes down the information, creating a Service Call, assigning it to a Business Partner, and recording the work and equipment details. The customer can also scan and upload product information using a bar code or QR code to quickly communicated product details. 

Job Scheduled

The Customer is available at 10AM (between the morning and afternoon rush). Based on availability, skills, and location, Mara drags and drops the job onto Marco’s schedule on the planning board at the time agreed upon by the customer.

Service Call Created

Assignment Released

The Alert

Marco receives an alert on his device notifying him that he has a new assignment.

The administrator/dispatcher’s task is now completed. Now, it’s the technician’s turn in the spotlight.

Act II: The Response

SMS Notification

When the Service Call has been released, the customer will receive an SMS notification with the technician’s estimated time of arrival and contact information. 


Marco arrives at the Cafe, opens the Service Call from the application and selects the smartform to be used.

Marco can see the work he needs to do, what equipment he needs to repair, what parts he will need to use, what parts are available, along with all the client contact information, including past service calls. Marco can even pull up parts files and instructions if they have been uploaded.

Meet Customer / Contact

Finally, Marco meets the customer / contact…

And finally gets to doing what he does best.

Using the smartform designed in the Smartforms and Feedback app.


Once finished, Marco takes a picture of his completed work.

The new portafilter is working just right!

Marco then records the work that he did, from time and materials, to mileage and other measurements specified by the administrator/dispatcher on the smartforms.


When finished entering job details, Marco proceeds to checkout.

Here, Marco gets the client to sign-off that the work was completed to their satisfaction. 

Marco accepts the signature, and enters the effort, equipment, time, and mileage information. He then synchronizes this information with the Cloud and moves on to the next assignment.

While the customer gets back to doing what he does best…

Act III: Settling Up

The information entered by Marco is now sent back to the administrator. This information can then be used for recordkeeping and billing purposes.