Release Notes Archive

Archive

The following features were deployed in previous releases of the SAP Field Service and Field Service Mobile applications:

SAP Service Cloud - Field Service Management “2005” Release

Scheduled Release Date: 16 May 2020

Highlights and User Impact

Customer HTML Reports with offline support: you’ve been requesting support for custom reports generated by the Mobile App while the technician is working offline. Starting this release, it will be possible with both iOS and Windows

Holiday Calendar for accurate management of your field workforce availability: we finally introduced the holiday calendar so that you can model different calendars reflecting for e.g. public holidays, and assign it to a group of people, reducing the effort to maintain the availability of your workforce

Performance, scalability and stability: we worked under the hood. The results? We are now able to support 3x the volume of master data we supported so far, and the loading and searching time in many views of our web apps has been improved by up to 10x times fasster.


The following new features were included as part of the SAP Service Cloud – Field Service Management “2005” release:

Platform and Admin

Access User and Company settings in Business Rules

Influence ID: 229123 / 235345

It is now possible to access user and company settings in BusinessRules. This helps, for example, to determine the users currently selected language and therefore allows to provide notifications in the correct user language.

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[PREVIEW] Shell / Micro Frontend Framework

The Shell Micro Frontend Framework enables you to build modularizable, extensible, and consistent UIs and Web Apps. It decomposes monolithic user interfaces into modular units and enables integration of external UI based applications in a secure way. Navigation between these modular UI units is handled in a single place.

Integration into the Shell Micro Frontend Framework is done using framework agnostic JavaScript using the open source FSM-Shell Javascript SDK

Figure: Shell Home Screen with access to all UI modules

Figure: All new login UI in SAP Fiori look and feel

Figure: Navigation - Switch between applications using the main navigation drop-down in the top left corner

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Customer Self-Service

New View for Requests Details in Self-Service Portal

With this version, we introduce a new detail view for Service Requests like it was introduced for Assistant with the 2002 release. Based on tabs that contain details of request and appointment, the user can maintain a nice and structured overview.

Additionally, action buttons for rescheduling or canceling request are placed more prominently.

Figure: Request Details

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Display Translation Keys

With this capability, we have closed a gap to show translation keys as is possible in other SAP Field Service Management applications.

This feature helps users to customize the solution by simply showing translation keys that then can be overwritten in the FSM Admin application.

Figure: Language selector dialog in Admin

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Planning and Dispatching

Bank Holiday Management

Influence ID: 229708

Thanks to the new bank holiday management functionality, it is possible to define holiday calendars that can be assigned to technicians. Holiday calendars are then reflected on the Planning Board for the affected technicians.

Figure: assigning public holidays to a calendar

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Technician Sorting

Influence ID: 233380

Technician sorting allows a planner to apply different default sorting to the technicians displayed on the Planning Board, or to define a custom ordering.

The system allows you to switch between the following sorting:

  • Sort by Last name, first name (default)
  • Sort by First name, last name
  • Sort by Username
  • Custom

Note: In case multiple scenarios are in use, the sorting can be defined per scenario. This becomes particularly useful in case you have favorite technicians per scenario that you want to display on the top (using the Custom option).

Figure: Technician sorting dialog

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Share Filter Views via User Group

Influence ID: 239839

Filter Views can now be shared within User Groups. You can therefore decide if the views should be shared among users or be maintained on a per-user basis.


Smartforms and Feedback

[PREVIEW] Custom Objects in Smartforms ObjectPicker Element

Influence ID: 234230

It is now possible to define picker objects for custom objects. This helps extending specific workflows with objects not existing in the FSM standard data model.

Figure: Custom object in ObjectPicker element.

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[PREVIEW] Display Predefined Text form Referenced Picker Objects

Influence ID: 238569

In text elements it is now possible to reference attributes of objects selected in pickers. This can help in the workflow to show additional data for the object just selected in a picker.

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Propagate elementId Changes through All Translation Files

Changed elementIDs will automatically be propagated through all translation files. This simplifies the translation process, as no additional translation file adjustments are required once elementIDs are changed.


Crowd

Partner Status

Influence ID: 242542

Crowd workforce allows the crowd owner to define partner status such as New, Reviewing, Approved, and Blacklist. Based on the partner status, the crowd owner can easily manage the partner and follow up partner onboarding process.

Crowd Branding

Crowd workforce allows the crowd owner to set up the following aspects regarding brandings:

  • Company logo in partner registration page and partner portal
  • Crowd name and crowd description in partner registration page
  • Crowd owner contact person in partner portal
  • Customized partner registration URL in partner invitation email

Invite Partner by Email

Do you want to customize your partner portal? You can use SAP partner portal template package and adjust by yourself based on your specific needs.

  1. Log into Crowd Workforce as crowd owner and navigate to Partner Invitation.
  2. Enter the partner email and click Invite. The partner will then receive an invitation email for registration on crowd owner’s platform.

Partner Portal Improvements

Several improvements are made to partner portal so that it’s easier for partners to get onboard to crowd owner platform.

Allow partner manager to maintain company service area

Display decision remarks for documents approval

Allow partner manager to upload technician certificates

Display decision remarks for skill approval

Display service area in partner registration form


Automated Planning & Planning Optimization

Support for Existing Bookings during Optimization Process

Oftentimes, customers have a few existing bookings (released job assignment) coming directly from an integrated system (e.g. ECC) that cannot be changed by the autoscheduler and need to be considered during optimization process.

The information (for example: equipment, address, etc.) on those bookings can be exposed to the autoscheduler so that if needed, the autoscheduler would be able to bundle jobs that are yet to be scheduled with those bookings based on address, equipment, etc. Handling of bookings has to be addressed in a custom plugin.

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Parallel Scheduling of Certain Jobs Based on Customer-specific Criteria

Some jobs can be done simultaneously. For example, planned inspections can be usually combined with maintenance or repair jobs. If a piece of machinery has to be taken apart for a repair the inspection part would also be completed.

Autoscheduler is now able to assign jobs for the same time slot to the same technician. The logic defining if that should be considered as well as criteria based on which jobs can be scheduled for the same slot will reside in a custom plugin.

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Exceed Working Time Defined by Work Time Pattern

Sometimes in order to be able to accommodate an additional job, technicians would have to work beyond the work time defined by their work time pattern. Autoscheduler is now able to automatically exceed the work time of the technician (without modifying the work time pattern) past the end of the work day. As a result, Autoscheduler is able to overbook technicians, allowing for jobs to start within the work time pattern and end outside of it.

The rules for overbooking are to be reflected in a custom plugin.

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Sample Business Rules for Autoscheduler

Business Rules, which reflect customer requirements with respect to

  • When optimization has to start
  • Which jobs are to be sent to the autoscheduler
  • Which timeframe is considered for scheduling
  • Which plugin is to be used

are usually complex and highly individual for every customer – thus, those are written by an implementation consultant on a project basis.

However, customers can now utilize sample business rules to test and play around with Autoscheduler without having to configure their trial business rules themselves. Sample business rules are generic and simple – therefore it is not advised to use those for productive usage. They are offered for testing purposes. Some parameters (e.g. cluster) are still missing in the downloadable business rules – the rules contain placeholders to be filled. Guidance is provided on how to do it.

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Best Matching Technician: Schedule Fixed-time Jobs

In standard usage, Best Matching Technician looks for the first optimal slot for a job to be scheduled. As a result, there is no control from the dispatcher’s side on WHEN the job would be scheduled. At the same time, a lot of customers have jobs that have to be performed in a specific time slot, for example, because it was aligned with a customer.

It is now possible to overwrite the best possible slot with a specific slot for a job within a custom plugin for Best Matching Technician. This feature only works with the Version of Best Matching Technician that supports plugins.

  • Company Setting: CoreSystems.ResourePlanner.BestMatchingTechnicianWithPlugins
  • Required value: TRUE

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Best Matching Technician: Consider Job Due Dates

Job due dates are often defined by SLAs and contractual obligations. Fulfilling those is crucial for FSM customers.

Previously, the Best Matching Technician feature did not respect the due dates and would not schedule overdue jobs (due date in the past) or schedule jobs past deadline.

To address this, the Best Matching Technician feature now considers the following:

  • Should a job be due in the future it will be scheduled before the due date.
  • Should a job be overdue or due on the same day, the job will be scheduled within 24h from the moment of planning (when a dispatcher activates the Best Matching Technician feature).

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Integration

ECC CS / S4Hana CS Integration

In the upcoming release we will support one of the key SAP FSM innovation in recent years “Crowd Service”. Now you can use the “Crowd Service” functionality in your FSM account connected to ECC CS or S/4Hana CS in compatibility mode.

As part of the integration, the following entities will be synchronized out-of-the-box between both systems:

  • Crowd partner
  • Crowd person
  • UDFs
  • Attachments
  • Skills
  • Skill approvals

Additionally, the integration will support FSM teams and planning scenarios.

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S/4Hana Service Cloud Integration

With this release, we have continued improvements to our integration with S/4Hana Cloud. In the 2005 version, we will support service contract synchronization (S4 to FSM) and S4 service team integration (without Service Team master data and employee region) and master data stock replication (S4 to FSM).

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C4C Integration

With this release we now support many new FSM-C4C integration functionalities, including:

  • Replicate functional location master Data and ticket main functional location to FSM.
  • Replicate Employee Org Assignment from C4C to FSM People Region Assignment to Support the Planning Scenario
  • Replicate Ticket Service Technician Team or Serve and Support Team to FSM activity Region to support Planning Scenario
  • Replicate Service Call/Activity Skills Assignment to C4C Ticket.
  • Enhance Bidirectional Ticket service category to Service Call Problem Type replication.

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Service API

With this release, you can create a service call with a link to a service contract.

Attention: Please note that a service contract must already exist in the FSM application.

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User API

Influence ID: 243002, 243628

Responding to our customers feedback, we have implemented two significant improvements:

  • support active flag
  • support getting a user by email/username.

The first feature enable you to activate/deactivate a user via User API. A deactivated user cannot login to the system anymore. The second feature allow you to get a specific user not only based on the internal FSM ID but also based on a user email or username.

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SAP Cloud Platform Extension Factory Connector (Kyma)

With the 2005 release we now support single-tenant crowd events published to Kyma.

Now you can start building your extensions for FSM single tenant crowd using SAP Cloud Platform Extension Factory Connector (SAP CP XF Connector).

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SAP CRM Integration

With the 2005 release, we have made the SAP CRM – SAP FSM Integration more robust. Many defects were corrected, and several new features are now available, including:

  • SAP FSM Activity to SAP CRM Service Order line item replication.
  • SAP CRM Installed base with component and address hierarchy support. Now supporting initial load of one thousand or more equipment at a time from CRM to FSM.
  • Improved error handling in the Integration flows.

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Master Data Management

Serialized and Generic Tool Support

Influence ID: 234868, 238557

Master Data Management is enhanced with the capability to create serialized tool and generic tool.

With Master Data Management application, you can create a serialized tool or a generic tool. When creating a serialized tool, you can choose a generic tool which it inherits from.

Figure: Create new Serialized tool

Figure: Option to create Serialized tool or Generic tool

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SAP Field Service Mobile

iOS / Windows / Android

Custom Objects in Smartforms (Android 7.24.0 , iOS 7.22.0 and Windows 8.6.0)

Influence ID: 227754

Field service engineers can now interact with custom objects via pickers within Smartforms, providing the possibility to conveniently record complex information such as machine configurations and settings.

Figure: Generating a HTML report during the checkout process.

iOS / Windows

Offline HTML Reports (Windows 10.0.0, iOS. 8.0.0)

Influence ID: 246348, 232305, 229553

Creating a custom report has never been easier thanks to our new HTML-based reporting. Simply create a template in HTML and Javascript and then upload it to the cloud. Your field service engineers can then access this template during the checkout process to provide your customers with a comprehensive overview of the work that was carried out.

The report templates are downloaded to the application, which means capturing a signature and generating a PDF document can all be done offline, significantly reducing the time and effort it takes to close an activity.

Figure: Generating a HTML report during the checkout process.

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Android / iOS

Background Attachment Downloads (Android 8.0.0 / iOS 8.1.0)

Companies that work with a large amount of attachments and require these attachments to be cached for offline availability can now use our background attachment feature for a smoother download process.

When caching is enabled, attachments will download in the background and the field service engineer can continue interacting with the application.

Figure: Attachment download status indicator.

Figure: Attachment download list.


Windows

Calendar View (Windows. 8.7.0)

The Windows Home screen has been enhanced with the addition of a full calendar control to provider field service engineers with a better overview of their activities for day, week, or month.

Figure: Calendar displaying activities for the month.

Figure: Calendar displaying activities for the week.

Furthermore, new efforts, worktimes, or activities can be easily created by double tapping on an empty area on the effort timeline or activity calendar.

Image Annotations (Windows. 8.7.0)

Along with the ability to capture images using the devices camera, fields service engineers can now annotate these images directly within the Windows Application. Providing the possibility to highlight important aspects of the image that are captured in the field.

Figure: Entering image annotation in Windows application.

SAP Service Cloud - Field Service Management “2002” Release

Scheduled Release Date: 15 February 2020

Highlights and User Impact

The planning and execution of service jobs are getting enhanced with tools reservation and cross-check of the tool availability directly on mobile so that technicians can ensure the usage compliance.

Create planning scenarios so planners can see on the planning list only technicians and activities with matching regions.

The Best Matching Technician feature can leverage the plugin framework used for automatic planning and dispatching.

Support for complex field executions with dynamic workflow steps powered by business rules.


The following new features were included as part of the SAP Service Cloud – Field Service Management “2002” release:

Platform and Admin

Enhance Business Rules with Support for Specific Field Service Events

Create business rules that are triggered based on specific internal field service event and execute any of the many action(s) available. This can for example empower consultants and administrators to build user-friendly optimization triggers.

Read More


Self-Service

Supporting Additional Languages

Starting with this version, Customer Self-Service is supporting a total of 24 languages.

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Figure: Self-Service in Arabic and Hindi.

Harmonization of Request Details in Service Assistant

This version includes a revised and harmonized interface for Request Details. All service workflow steps from Open to Finished have been aligned in accordance with the Self-Service Portal.

Note: to access the harmonized view in the Self-Service Portal, the Preview program must be enabled.

Figure: Harmonized Request Details screen.

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Planning and Dispatching

Fiori UI Alignment

The activity list and planning list now uses the Fundamental UI for Fiori guidelines so that the user can benefit from a harmonized user experience across applications. The Look & Feel is now aligned with the rest of the SAP Portfolio.

Tool Reservation

Influence ID: 234868, 238557

When performing a job, the planner may wish to indicate to the technician which tools are required and ensure they are available as needed. In certain cases, the planner may even wish to ensure that a certain tool is reserved so that the technician has exclusive access. In the Master Data Management app, users can see all reservations currently available for a given tool so that an activity can be planned accordingly.

The technician can also cross-check tool availability directly from the mobile applicaiton, ensure compliance for usage (calibration date, certification date, etc.) and once on-site can declare which tools, he has been effectively using in order to be able to answer possible auditing.

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Planning Scenarios

Influence ID: 241750, 233386

In Master Data Management, it is now possible to assign a region to a technician and activities. When this is done, it is then possible to create scenarios and assign them to planner so that they can only see technicians and activities on the planning list with matching regions. With plann