Release Notes 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 “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


Supporting Additional Languages

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

Read More

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.

Read More

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.

Read More

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 planning scenarios it is easier to ensure compliance rules to plan activities only for technicians of a certain region. Usability is enhanced thanks to a display of relevant information only.

Read More

Move Multiple Activities on Planning Board

Influence ID: 232077

Sometimes is necessary to quickly reassign a group of activities on the planning board while maintaining the offset between them. A planner can easily mark an area on the planning board and move multiple activities together. In case the activities belong to different technicians, the planner can move vertically, ensuring that all activities are assigned to the same technician. If the planner moves horizontally the technicians will stay the same.

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Reassign Activities

Influence ID: 232077

When dealing with group of activities it might happen that a technician does not have full capacity and is therefore necessary to reassign activities to another technician, such actions are now simplified.

You can now select a single activity or a subset of a group or a whole group and perform multiple actions like reassign to a different technician, move in time, unassign, duplicate for the same technician or duplicate for a different technician. All this without any drag & drop action. Simply right-click to ensure the timing is respected.

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Service Call Settings

Influence ID: 234467

All settings related to service calls are now visible in a unique comprehensible view under the Planning & Dispatching / Settings / Service Call module. There is no need to switch to a different application. Colors of Service Call types can as well be managed here.

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Mass Dispatching

Influence ID: 235694

When using auto scheduling or after a manual planning the planner might want to release a set of activities in one shot. Now there is no need to release an activity one by one… the planner can select an area on the planning board and then press “Release Assignments” on the action button. In alternative is possible to filter the activity list by activities in status “DISPATCHING” and as well release assignments.

Thanks to the Activity list filter you reduce the risk to omit releasing some activities to technicians.

Read More

Smartforms and Feedback

[Preview] Validate all Smartforms with Just One Click

It is now possible to run a validation report through all your Smartform templates with just one click. This allows you to get an overview of which templates should be checked before releasing them as they potentially have an issue.

Downloading the report as CSV allows you to further analyze and filter out deactivated templates.

You can find the Validation Report function at Smartforms and Feedback > Settings.


Mobile Friendly Partner Portal Template

With this release, it is no longer necessary for a Crowd Partner manage partner company and technician information from a desktop computer.

Crowd partners can now bookmark the partner portal in their mobile web browser and update their information anytime and anywhere they have a network connection.

Additionaly, from the mobile friendly portal, Crowd partners can upload required documents and add new technicians and skills.

Read More

Approve Partner Documents and Skills

The Crowd owner now has the ability to review all of documents provided by the Crowd partner and set a validity expiration date. The Crowd owner can approve documents if the documents meet the necessary quality. If the documents are incorrect or of poor visual quality, the Crowd owner can reject the documents and provide remarks. The Crowd partner will then receive a message notifying them of the document rejection and reason in the Partner Portal and be prompted to upload a new document.

Read More

Crowd APIs

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.

Crowd Branding API

Do you want to create and manage Crowd partners through a third-party system? With the Crowd Partner API you can now do so.

Crowd Partner API

Do you want to create and manage Crowd technician records and even plan and release assignments from a third-party system? With the Crowd Technician API it is now possible.

Crowd Technician API

Do you want to manage Crowd documents using a third-party system? With the Crowd Documents API it is now possible.

Crowd Documents API

Automated Planning & Planning Optimization

Autoscheduler Service

To consider even more criteria during your automated planning, additional data can now be exposed to your custom plugin(s), like equipment and UDFs on equipment. This opens a possibility to bundle jobs that need to be performed on one piece of equipment (e.g. jobs that are scheduled for one specific machine) before moving on to perform jobs on the next piece of equipment.

Read More

Enhancements to Automated Scheduling: Reassigning Released Jobs

Additionally, we can now automatically plan and reassign already released jobs. This way if jobs for the day have already been released to the field technician they can still be rescheduled and reassigned in case of changes in the schedule, e.g. due to an important job.

Finally, we enabled automated scheduling of jobs with missed due dates. Now, jobs that have a due date in the past shall be scheduled just like the ones that are due in the future. However, if you require a special treatment of the jobs that are overdue, this has to be specified in a custom plugin.

Read More

Scheduling of Jobs Past Due Date

Automated scheduling of jobs with missed due dates is now enabled. Now, jobs that have a due date in the past shall be scheduled just like the ones that are due in the future. However, if you require a special treatment of the jobs that are overdue, this has to be specified in a custom plugin.

Read More

Best Matching Technician with Plugins (Only Available for the Planning Board)

Best Matching Technician feature supports plugin framework. If you have custom plugins deployed for your company, you will be able to utilize it not only for automated scheduling of field service activities, but also for semi-automated planning of individual jobs (the feature is also referred to as Best Matching Technician).

This feature has to be switched on via Company Setting. Once the feature is switched on, you shall be able to identify several tabs (correlating to the number of plugins that are available in your company) each of which holds the name of the plugin. In each tub, you shall be able to see the list of suggested technicians in the descending order of matching the criteria defined in the respective plugin.

By default, there are several standard plugins that are available in each company. For the plugins and the respective capabilities refer to the following guide.

  • Setting Name: CoreSystems.ResourePlanner.BestMatchingTechnicianWithPlugins
  • Value to select: True

Best Matching Technician Inherits Filters Set on Planning Board (Only Available for the Planning Board)

Influence ID: 226164

Best Matching Technician feature now supports filters from the planning board. In case any filters are set in the planning board, only the technicians that are visible on the planning board shall be considered by the Best Matching Technician feature. This feature has to be switched on via Company Setting.

  • Setting Name: CoreSystems.ResourePlanner.BestMatchingTechnicianWithPlugins
  • Value to select: True


FSM Connector

Listening to our customers we further improved our FSM Connector capabilities. Starting from this release we support in “C4C mode” Bi-directional replication of contacts, attachments and skills. Additionally, the master data replication can be made directly via the connector and not via Data API. This will give us more control over incoming/outgoing traffic and save us from cyclical updates.

C4C Integration

With the 2002 release we managed to close some very important gaps for the C4C - FSM integration. We will support bi-directional synchronization of contacts and attachments on Service Call and Activity level. Additionally, with partial T&M confirmation, you will get a better overview in C4C on the service progress.

This is especially important for long running activities so you can bill the customer even when an activity is partially completed. For customers with special needs not fully covered in our out-of-the-box integration the IFlow extensibility will be supported. Last, but not least, you will have a filtering option to control employees replicated from C4C.

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S/4Hana Cloud Service Integration

We continue working hard on FSM - S/4HANA Service cloud integration. In this release we start supporting unplanned expenses, unplanned service parts and stock material. Once an activity is released to a technician in FSM, planned start / end date will be sync back to S/4Hana. Furthermore, a technician reassignment and un-assignment of activities is now supported and will be correctly reflected on S/4Hana side.

For customers with special needs not fully covered in our out-of-the-box integration the IFlow extensibility for transactional data is possible.

In the Master Data we will replicate from S/4HANA multiple business partner address.

S/4HANA OnPrem Service Integration

In the upcoming FSM release together with S/4HANA OnPrem 1909FPS1 (Feb 2020) release we start to support unplanned expenses and unplanned service parts. In the previous releases all expenses and service parts had to be planned in S4 upfront. Furthermore, a DRF Configurar in S4 will give you better control and filtering capabilities for service order replication to FSM.

Service API

Carefully listening to different users of our API we decided to invest in a major improvement “Service API Business Actions”. From this release we will support following actions: close, cancel, release, unassign, replan and plan. If you were trying to achieve similar behavior with Data API now you will notice a huge simplification. For example, doing a replan (aka reassign) is as simple as calling one REST endpoint and provide a new technician, start date and duration.

Another improvement coming in this release is an Address resolution logic on an Activity level. When you create an Activity without providing an address, an address will be automatically resolved based on the same rules as those used in the Planning and Dispatching app.

SAP CRM Integration

SAP CRM is the preferred choice product for the Customer Relationship Management in the OnPremise world for SAP customers. It has excellent integration with SAP ERP and together makes the SAP Business Suite. We have around 5000+ CRM customers out there who will need a solution for their field service needs. That is where SAP FSM steps in. To unite the business entities in SAP CRM and SAP FSM, we have created SAP CPI (Cloud Platform Integration) based integration flows. Here are some of the capabilities of the integration flows developed for the 2002 release.

  • CRM Service Order to FSM Service Call with Activities and Reserved Materials.
  • CRM Service Request to FSM Case.
  • FSM Time & Material journal entries to CRM Confirmation flow.
  • Masterdata support like Business Partners, Contacts, Items, Employees, Equipment with hierarchy and address.
  • All Iflows have externalized parameters for ease of configuration.

Read More

Master Data Management

Tools Reservation

Influence ID: 234868, 238557

As part of the Tool Reservation functionality, the MDM application now supports tools. Check a new position in the left-hand side menu and see the list of the tools, overview of a specific tool and a calendar with all the bookings for a given tool.

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SAP Field Service Mobile

Android / iOS / Windows

Tools (All Platforms)

Dispatchers can now indicate the tools required to for an activity and reserve these tools for the technician. The tools reserved for can be viewed on the activity and the technician can indicate what tools were used while completing the assignment.

Read More

Screen Configuration - Work Time (All Platforms)

The Work Time screen now supports screen configuration. Hiding an unrequired field or mark field as mandatory means your back office team can spend less time on validation and working hours are processed quickly, thus reducing input errors.

Read More

Dynamic Workflow Steps (All Platforms)

We understand that an installation often involves more tasks than a routine maintenance. With this in mind we added support for multiple service workflows. Use a business rule to define how a service workflow is assigned and provide more guidance to your field engineers.

Read More

Android / iOS

Swipe Gesture Support (iOS / Android)

Navigating between days on the home screen or through chapters of a Smartforrm has never been easier. Support for swipe gestures make navigation easier by reducing the amount of clicks required to interact with the application. Look out for more swipe gestures on other screens.

PDF Attachment Support Added for iOS

Addressing a gap that existed between iOS and the other platforms, field service techs can now attach PDFs to an activity.

Read More

Table UI Improvements (Android)

Tables contained in smartforms in the Android application now open inline. This update simplifies the interaction with tables and makes it easier to spot validation errors.


Camera Support (Windows)

With the evolving hardware landscape on Windows and back facing cameras becoming the norm, field techs can now capture an image directly within our application and attach it to an activity or a Smartform.

SAP Service Cloud - Field Service Management “1911” Release

Scheduled Release Date: 25 October 2019

Highlights and User Impact

Standard Onboarding for Your Partners

A standard onboarding mechanism is now available so that you can start onboarding your partner and quickly build your crowd-based service economy.

Time Zone Support in Planning

With this release we’ve enhanced our planning functionalities to aid your dispatchers in planning accurately and reliably across different time zones.

Manage Your Field Service Team Members from the Palm of Your Hand

With this release, we’ve introduced in our mobile app an easy way to manage your technician’s team members, helping to cope with organizational changes happening in the scope of a more complex field service execution project.

The following new features were included as part of the SAP Service Cloud – Field Service Management “1911” release:

Platform and Admin

Export and Import of Company Configuration

Influence ID: 230889,227059

To help with setting up and maintaining a company configuration throughout multiple companies, we now provide a single screen to export and import your company settings, workflow steps etc.

Advanced Logging Solution

To analyze changes in the system and track the history of an object, we now provide a new screen for audit logs showing old / new value for all changes occurring in the FSM application.

Direct Access to Personal Data Changelog

For easier access to your personal data history, it is now possible to access the Data Subjects object changes directly from the Data Cockpit.

Customer Self-Service

Enhancement of Open URL Moment

Starting with this version, the Open URL Moment supports dynamic links by introducing parameters based on Equipment data. This functionality brings much more flexibility by offering dynamic use cases (for example: by opening a link to a web shop and display spare parts or accessories for an equipment record).

Revised Request List in Self-Service Portal

In this version, a new list with latest updated requests will replace the old lists. With this change, the end user will be able to view the latest updates and changes.

Redesign of Open Request Details

With this release, a new Detail View for open requests in the Service Assistant has been introduced. This view will improve user experience significantly by having a clearer separation of the information contained in a service request.

Planning and Dispatching

Planning Board Customization

Request ID: 233379

It is now possible to define which information are the most important for you to see on the Planning Board for a given activity. This is accomplished by defining a title/subtitle via screen configuration, which will then display on all activities on the Planning Board accordingly (Request ID: 233379)

A screenconfiguration called CSPlannerAssignment has been introduced, allowing users to define two fields to be displayed respectively on the first and second lines of an activity on the Planning Board. In case of calculated fields, the information can be saved on new fields named internal remarks and internal remarks 2 on the activity.


Save Filters on Activity List

Request ID: 232209

You can now save filters and view and reuse previously-created views to quickly filter the Activity List.


Display Customer Names on Lists when Grouping by Service Call is Active

Request ID: 236011

To give a better visibility on grouped activities, the grouping now exposes the customer name.

Screen configuration - Support fields “serviceCall.externalId” and “ServiceCall.orderReference” on Service Call

Request ID: 234394

When integrating different systems, it is important to be able to quickly and easily refer to the id of the record used by the external system. Admins can now expose ExternalId and OrderReference fields on the Service Call screen to facilitate this.

Grouping of Activities on Planning Board by Custom Criteria

Request ID: 233636

Prior to this release, grouping was possible only for activities belonging to the same service call. It is now possible to group activities as you wish.

Usability improvement: Dynamic Show Title of the Activity when Changing the Planning Board Zoom Level

Request ID: 235275

With this release, the subject of an activity will always be visible, regardless of how long the activity is. This change also applies for activities created prior to this version (1911).

Time Zone Support

Request ID: 226767

With this release, we have introduced new functionality to help planners plan activities in multiple time zones.

When an activity is created in a time zone different than the planner’s time zone, the information is displayed in an info box on the activity and/or reservation.

It is possible to filter activities by time zone on the planning list.

It is possible to display a second timeframe on the planning board up to a bi-weekly view so that one can easily see the equivalent time in a different time zone.


Project Planner

Shift Management

With this release, users can now define shifts on a project (e.g. day, evening, night) and assign activities to different shifts. This ensures that the Leader on Site can assign activities to technicians according to their shift.


Smartforms and Feedback

Barcode Input for Text Element

Influence ID: 226509

With this release, smartform authors now have the possibility to enable barcode inputs for text elements, which can trigger a barcode scanner in the mobile FSM apps.

Service Map

Best Matching Technician

With this release, it is now possible to find the best matching technician for a given activity from the Service Map, using different criteria such as nearest or quickest.


New Partner Onboarding Template

We’ve introduced a new onboarding approach to help crowd owners quickly onboard their service partners. This new approach provides flexibility to meet different crowd owner needs. Crowd owners can choose to use our standard template with minor customization available through the branding feature, or they can take the standard template as reference and develop their own onboarding page using our standard Partner Onboarding API.

Only one click to get partner onboarding template and share with partner.

One step for partner onboarding in service crowd.

The crowd owner can brand the template with a logo and a crowd description.

Crowd Member Management

Crowd Member Management helps crowd owners to manage all of their partner company data to ensure each partner is qualified to provide service to the end customer.

The crowd owner can review all onboarded partner information in Crowd Member Management.

The crowd owner can verify each partner’s company profile.

The crowd owner can review each partner’s technician and skill.

The crowd owner can check each partner’s documents (such as terms of service, certifications, etc.)

Automated Planning & Planning Optimization

Autoscheduler Service

A new version of the autoscheduler service has been released. Custom plugins with which customers can define all of the parameters relevant for scheduling and optimization to address their specific use cases are now supported. These plugins can be used for automated planning. Customers can have multiple plugins per company, and a plugin can then be selected and applied for an optimization use case.

To trigger the optimization process, customers can configure internal business rules. Optimization can as well be triggered externally (for example: by isomg a Kyma function). For that, a public interface has been provided for the autoscheduler service.

Additionally, partitioning is now supported. Thus optimization process can be triggered using service location or service area. With 1911, partitioning is based on skills.


FSM Connector

In order to better debug various issues with your FSM Connector-based integration, we have implemented an extended logging mechanism and improved error logging. More detailed logging can be quickly enabled or disabled in Admin. The FSM Connector will also support UDFs, requirements, and attachment metadata retrieval.

C4C Integration

We are still aiming to close all the gaps in our already powerful out-of-the-box C4C-FSM integration. Starting from this release, we will support synchronization of UDFs values, requirements/skills (both master data replication and assignments to objects), retrieval of a checkout PDF and stock replication (FSM warehouses).

Note: The integration will be available on production environments in the second half of November.

S/4Hana Cloud Service Integration

We also continue to improve our integration with S/4Hana Cloud. In the 1911 version we will support fix price service orders and service bundles.


SAP CRM Integration

For our legacy SAP CRM 7.0 customers who are using Service Requests, Service Orders and Service Confirmations to track their Customer Service and Field Service requirements, we have implemented SAP Field Service Management integration.

The Integration covers transactional data and master data; bidirectional sync of service call, activity, reserved material; unidirectional flow of used materials, time effort, mileages; unidirectional (to FSM) sync of equipment, business partners, contacts, addresses, employees, and items. Once the Service Confirmation is created in SAP CRM, it can then trigger the billing document creation in SAP CRM, thus continuing your business without any interruption.

If you are using SAP CRM Service Manager mobile app, your transition to SAP FSM Mobile app will be smooth and the data will still be maintained in both SAP CRM as well as SAP FSM.

Service API v2

Over last few months the Service API has seen some major improvements:

  • Now you will be able to retrieve and set User Define Fields (UDFs) on a Service Call, an Activity and a Reserved Material.
  • We also support retrieval of Attachment metadata which will allow you to retrieve a specific attachment.
  • Support for Requirements on a Service Call and on an Activity level are especially important for our auto scheduling scenarios.


iOS / Android

Smartform as Workflow Step (iOS)

Context and timing are important, that’s why we extended our workflow steps to support smartforms directly as part of an activity workflow. If a safety check should be completed before the work is started, a safety smartform can be presented as a step before the technician moves to the next step, without the need to manual search for a specific checklist and complete it.

Figure: Set smartfrom as a workflow step in Admin, which will then be displayed on the device.

Support for Multiple Service Workflows (iOS)

Different tasks required different workflows, that’s why we extend our popular workflow step feature to support multiple service workflows. This means that a maintenance activity and an installation activity can use different workflows with different steps tailored to each type of task.

Barcode Scanning in Smartforms (iOS / Android)

Use the camera to scan barcodes in a smart form text field, quickly capturing a serial number saving time and avoiding the mistakes that could arise caused manually entering long values.

Figure: Scan barcode in a Smartform

Enhancements to Filtering (iOS / Android)

Influence ID: 232391

Smart filters allow users to filter service calls and activities across multiple states. Field service engineers can now easily filter service calls by two or more states e.g. “New” & “Ready to plan” or filter activities by multiple workflow step statuses e.g. “Work” & “Post-Check”.

Filtering by Multiple Service Call Statuses


UI Updates

Updated font and colors bring Fiori design to Windows 8.0, Making text more legible and improving that contrast between fields.

Home Screen

A timeline view of planned activities provide technicians with a clear picture of the day ahead.

Figure: Home screen with activity on timeline.

Create Project Teams (iOS / Android / Windows)

Customers working with project management can now create and manage teams directly from the mobile clients. Empowering field service supervisors to create and manager teams in the field and easily share an activity with a group of technicians by assigning it their team.

Figure: Creating teams on an iPad

SAP Service Cloud - Field Service Management “1908” Release

Highlights and User Impact

ERP Connector for S/4 HANA & C4C

We are excited to announce that our standard C4C and S/4 integration is now available. Through this standard integration, you can seamlessly run your end-to-end service process.

Increase Your Workforce Efficiency with Our New Event-based Scheduling Optimization

It is now possible to define custom scheduling optimization scenarios and trigger them based on an event of your choice. Using a greedy algorithm, the travel time of your technicians will be significantly reduced. Is a technician calling in sick? No problem, FSM takes care of rescheduling his tasks automatically and re-optimizes the schedule.

Analytics Cloud and Reporting: Leverage the insights of your Service Data to Increase Efficiency and Generate More Revenue

We’ve introduced a new Story in SAC that will provide you with many standards dashboards – helping you to analyze your field service metric trends and providing an understanding on where you’re best at and where you can improve.

The following new features were included as part of the SAP Service Cloud – Field Service Management “1908” release:

Customer Self-Service (Now)

Introducing SAP Customer Data Cloud

Starting with this version, all end customers will be managed in SAP Customer Data Cloud (CDC). A list of Portal Users will reflect all CDC users and no longer contacts of business partners. Users can easily be added in Admin of Customer Self-Service.

Separate Login screen for Admin

To better distinguish between the user types and to have a clearer separation, we introduced a specific login URL to login as an admin by just adding /admin behind your Customer Self-Service URL or by using the button “Login as admin” to be redirected.

Streamlined Entry Points in Service Assistant

In this version, all entry points regarding QR Code Scanning, OCR and Pairing Screen have been streamlined. From now on, all scenarios will trigger the same landing page. From there you will be guided depending on the short-URL status. Additionally, running requests are shown as part of the Moments selection.

Moment-Set for Portal

Starting with this version it is possible to add a Moment-Set specifically for the Portal. With this it is possible to have a different configuration for creating a service request triggered in the Portal. If the new Moment-Set is not used, the old functionality is kept and settings from Default Equipment Moment-Set for the chat will apply.

Access Control for Moments

It’s now possible to define which role can access a specific Moment. With this new functionality, we allow technicians to check the setup using their own credentials.

Address Resolution for Service Requests

A new address resolution during the ]service request procedure was introduced in this version. An address is automatically proposed using the following logic: 1. Equipment address, 2. Default ship-to address of the business partner.

User Profile for Service Assistant

We have introduced a user profile icon in the top right corner. This profile allows you to adjust user information, change password and signing-out.

Platform and Admin

Client Credentials Permissions

It is now possible to use client credentials only for your integration. In the Admin Portal, it is possible to assign a permission group to your custom client credentials, so you can control which company data a specific custom client can access.

Roles for Admin Access

It is now possible to define specific roles to control access to the different objects and areas within the Admin Portal.

Planning and Dispatching

IN PREVIEW - Search for an Activity from the Planning Board

Searching for an activity on the planning board is now much easier thanks to new search functionality. Simply search the activity you are looking for, select it from the dropdown list, and once you click on it the planning board will show you the technician and will focus on the relevant activity. Finding an activity on the planning board has never been so easy

Disable the “Close” Activities Option for Planners via UI-Permission

Some business scenarios require that only a planner supervisor can close activities from the planning board. The “Close” option can now be disabled via the UI-Permission “PLANNER_CAN_CLOSE”.

Disable the “Cancel” Activities Option for Planners via UI-Permission

Some business scenarios require that only a planner supervisor can cancel activities from the planning board. The “Cancel” option can now be disabled via a UI-Permission “PLANNER_CAN_CANCEL”

Support Multiple Worktime Patterns for the Same Resource

It is common that a certain employee will change worktime on occasion (e.g. going from 100% to 80%). WFM now allows you to assign different worktime patterns to the same employee as long as the worktime patterns do not change more than two times in a two-month timespan.

Allow to Copy an Activity to Another Technician from within a Group

When time is ticking it might be necessary to copy and assign an activity to another technician. When multiple activities are within a group it was previously necessary to first take the activity out of a group and then copy it to a different technician. This can now be accomplished much more quickly, as the copy can be done within the group itself

Smartforms & Feedback

Visibility Condition Validation on Chapter View

Visibility conditions and required settings for smartforms elements and are now validated on the overview level. An indicator now shows in which chapter and on what element there might be a missing or faulty configuration.

Improved Import Flow

When importing smartform templates, two new improvements were completed and made available in preview. These will now be released for general availability.

When importing a template, you now can directly select the category you want to move the uploaded template into or even adjust the template name.

The second improvement provides direct feedback if the compressed template file can be imported or not.

IN PREVIEW - UI Changes Using New Components

Small new UI adjustments were made in preparation for the Fiori 3 alignment.

IN PREVIEW - Improved Table Design

We introduced a WYSIWYG-like editor for the table element. This allows the user to create and edit a table more intuitively.

IN PREVIEW - Editing Series Element within Chapter View

Smartform elements used within a series element are now displayed in the chapter overview. This provides the user with a better overview and understanding of his/her smartform while designing it.

Service Map

Display Route between Technician and a Set of Activities

Would you like to show the travel time between the technician and a certain set of activities in order to create a tailored plan for your field engineer? The “route view” has been enhanced, allowing you to select a technician and multiple activities, while allowing to re-shuffle activities. The total travel time and distance is now reported on the route header.


Partner on-boarding API

Are you building your own crowd platform and want to integrate your partner portal with SAP Field Service Management? We now provide a partner on-boarding API. You can use this API to integrate your partner portal with SAP Field Service Management so that you can release jobs to partners and track the partner’s job progress as well.

Automated Planning & Planning Optimization

Route Optimization Triggered by Business Rules

It is now possible to trigger event-based optimization using business rules. The optimization can be triggered by two types of events: time-based or on data change. The data change that can trigger the re-optimization can either be due to changes to technician availability because of a schedule overlapping with reservations or absences, or due to adding an additional activity. It can be specified what activities will be re-optimized when triggered through a SELECT statement. This enables you to very flexibly exclude or include activities for a specific optimization.

In the last release we introduced plugins for different optimization targets with individual scoring functions that determine the suitability of an activity for a technician. For a business rule it can be specified which plugin will be used for the triggered optimization. In this initial version, the business rule can’t yet be specified trough a UI or API, but it can be enabled by the implementation team for each company individually.

When sick leave absences overlap activities (image 1), it triggers a re-scheduling of activities, via a business rule (image 2).

Route Optimization via Greedy Algorithm

The optimization implemented in this release is commonly known as a “greedy” type of optimization. It works as follows: first all activities to be optimized are fed one by one into the algorithm and the earliest fit of activity-technician pair with best score - computed via the score function of the plugin specified is chosen. This is then repeated until all activities are distributed to the technicians in the system, or if no solution found for some of the activities. Greedy algorithms are heuristic approaches that find a good solution using limited computational resources. Below you can see this algorithm in action for a set of example data. Where one technician executes multiple days of work.

Any type of scoring function can be used to optimize in this system. Should there be a need to have a very specific scoring used that is not included in the standard you can request it to be altered by the implementation team for the specific company where the algorithm should be executed.

Root Cause Analysis

In some cases, it can occur that an activity cannot be matched to any technician in the system. This can be due to improper data. For example, no address specified, no matching skill or a manifold of other reasons. To improve traceability for when certain activity could not be matched, the root cause analysis has been enhanced. The resulting analysis can be seen as a JSON file in the first version and gives detailed information on why a technician was not chosen for an activity.

Figure: JSON example of root cause analysis for why technicians would not match an activity.

Analytics & Reporting

You Can’t Improve What You Can’t Measure

With this release, we’ve introduced an SAP Analytics Cloud (SAC) based Dashboard with out-of-the-box content for Field Service KPIs directly evaluating your data. This SAC story can be downloaded in SAP Analytics Cloud Content Network within you SAP Analytics Cloud Tenant.

This story uses our own OData connector to load the data from Field Service Management to SAP Analytics Cloud. Through embedding functionality, this story can be displayed from within Analytics and Reporting App.


FSM Connector

Looking to integrate FSM in a ERP-Like System? No problem, with the new FSM Connector you can build an integration with any ERP-like system. Just enable it in Admin and start creating service Calls with activities and/or reserved materials via the FSM Connector API. When an Activity is completed listen to the FSM Connector Outbound API to have time efforts, materials, mileages and expenses reported back to you.

C4C Integration

Do you have a C4C tenant to manage your service tickets and want to use SAP Field Service Management for dispatching and execution? We have a great news for you! With our new C4C Integration it is now possible out of the box, with minimum effort from your side.

As part of the integration we support transactional data and master data; bidirectional sync of service call, activity, reserved material; unidirectional flow of used materials, time effort, mileages; unidirectional (to FSM) sync of equipment, business partners, contacts, addresses, employees, and items.

S/4 Hana Service Integration

S/4Hana Service Cloud is a perfect solution for services but, as every Field Service Management solution, it needs decent execution capabilities. With our S/4HANA Service integration we enable you to use the SAP Field Service Management–with strong mobile capabilities–for service order dispatching and execution. This comes with a standard, out of the box, integration, so it can be enabled with minimum effort.

The Integration covers transactional data and master data; bidirectional sync of service call, activity, reserved material; unidirectional flow of used materials, time effort, mileages; unidirectional (to FSM) sync of equipment, business partners, contacts, addresses, employees, and items.

Service API v2

If you are using or planning to use the Service API, we’ve completed some improvements for you. Fields origin, createPeson and equipment are now optional. Additionally, we support plannedStartDate and plannedEndDate in read-only mode.


Custom Push Notifications

You can now use business rules to trigger push notifications. The content of the push notification is customizable, and description of the push notification can also be localized to support different device languages.

iOS / Android

Brand Your App with Your Own Colors

Administrators can now define primary and secondary brand colors to be used in the app, giving you the ability to customize parts of the application to reflect your corporate branding colors.

IN PREVIEW - Travel and Work Items Screens

The travel and work items screens provide more context for the technician during field service execution. The travel screen informs the technician about the travel location and the current time spent traveling, while the work items screen displays all checklists and reserved material linked to the activity.

This information is presented in a streamlined way as the technician navigates through the guided workflow steps.

The new Travel and work items screens as seen on an iOS device:

IN PREVIEW - Reserved Material UI Updates

Quickly seclect and consume reserved material with the ability to select multiple items and execute the same action.



IN PREVIEW - Inline Editing Screen

The new user interface for the activity details screen simplifies the editing process by reducing the click count to complete some actions such as adding notes or attachments.




Support Feedback Codes

The technician can now use feedback codes to quickly record information for an activity, thus reducing the manual data entry effort required during field service execution.

Copy and Paste Data to Smart Form Tables

You can now quickly copy and paste text data into a row or column of a Smart Form table, simplifying the process of moving data from an external program such as excel or notepad.

Service Contract on Equipment

The technician can now view service contracts associated with an equipment record on the equipment screen and view information such as contact type and validity.

SAP Service Cloud - Field Service Management “1905” Release

Highlights and User Impact

Increase Safety in Field Service Our new Safety checklist element allows you to add ISO-7010-based safety labels to your smartforms, helping communicate workplace conditions and hazards to technicians.

API and Integration Extended integration capabilities with the introduction of a new Bulk API for bulk updates, Streaming API for notification via Web Hooks, and enhanced Service API

The following new features were included as part of the SAP Service Cloud – Field Service Management “1905” release:

General (Web Apps)

Support Custom Translations

Are words like “Service Call” and “Activities” misleading for your company and business case? Would you would prefer to use the your own terminology, for example “Service Order” or “Operation”? You can now view all the translation keys contained in the web applications and add your custom, company-specific translations using the Translations feature in the Admin application.

Customer Self-Service (Now)

Rescheduling of Service Appointment

Starting with this release, customers can reschedule unreleased service appointments themselves–without needing to call a hotline or wait for opening hours.

Workforce Management

Filter by “Workflow step” on Activity list

You can now filter the Activity List using the workflow step. For example, if you wanted to have an overview of all currently scheduled activities that have been rejected by the technician, you could apply the Workflow Step filter with “reject” selected. You would then be able to quickly replan these activities.

Allow to Copy Text from Planning List and Activity List

Copying text between different systems is now easy thanks to the Copy function available on Planning List and Activity List.

Simply right-click on the Planning List or use CTRL+C on the Activity List to select and copy the text to the clipboard.

Smartforms & Feedback

Safety Label Smartform Element

Our new Safety checklist element allows you to add ISO-7010-based safety labels to your smartforms, helping communicate workplace conditions and hazards to technicians.

Category Management

We’ve made it a lot easier for you to manage your smartform categories. Creating a new category can be done by using the plus button located at the bottom-right. Additionally, you can also quickly edit or delete smarform categories as needed.

Service Map

Search for a Technician or a Location on Service Map

With the search functionality available in the Service Map, you can now see where your technicians are located (Technician search) as well as which technician is closest to a given location (Location search) to further improve planning activities.

Simply use the dropdown to switch between “Location search” and “Technician search” as needed.


Partner Invitation Improvement

To ensure that the service partner provides a professional service to the end-customer, the crowd owner can now differentiate each partner’s abilities by using skills, which are then matched to the end-customer requirements.

Partner Management Improvement

The crowd owner can now review a partner’s skills on demand. For example, if the service partner adds an additional certification, the crowd owner can add a new skill to the partner so that they are eligible to be assigned corresponding jobs. Additionally, if the partner’s certification has expired, the crowd owner can easily remove the skill from the partner and they will no longer be assigned jobs with the requirement.

Crowd Platform Email Branding

The crowd owner can now customize different types of emails the crow partner receives in order to improve coordination and communication. Customizable emails include: partner invitation email, partner sign-up email, job assignment email, service rating email, among others.

Crowd Platform Sign-up Branding

The Crowd Platform Sign-Up view can now be customized with the crowd owner branding.

Analytics & Reporting

Embed Analytics Cloud Stories

The stories created in SAP Analytics Cloud with the data exported through the OData Service can now be embedded within the Analytics and Reporting app. for viewing, that you do not have to switch between different applications.


Bulk API

Would you like to upload large amount of objects but you find the Data API unsuitable for mass uploads and the Batch API complex to use? With the Bulk API, you now have a simple API that rests on top of the Data API and allows you to upload tables of objects with a single HTTP call.

Service API v2.0

Are you integrating with SAP Field Service Management and want to create a Service Call via an API? The Service API now supports the creation of a Service Call with multiple activities and multiple reserved materials. Reserved materials can be created for either a service call or an activity.


iOS / Android / Windows

Safety labels on Smart forms

You can now add ISO-7010 based safety labels in Smart forms which will then be displayed to your fields service workers in smartforms.


View Equipment History

View past assignments carried out on an equipment, providing field service technicians a better overview of an equipment’s history.

Create Service Assignment

Your service technicians can now use the Windows client to create a service assignment on the go.

Highlights and User Impact

  • Faster, easier and secure login though Password-less authentication for your end-customers in their self-service portal
  • Increased planning efficiency thanks faster access to activity information, filters capabilities and general usability improvements

The 1902 Release is the first one under the new SAP Release Calendar and is very close to our last “Dent Blanche” Release. Therefore, the amount of innovations is more limited than usually – and we are looking forward to provide you more of them in our next 1904 release on 19 April 2019.

The following new features were included as part of the SAP Service Cloud – Field Service Management “1902” release:

General (Web Apps)

Improved “About” Dialog with App Versions

A new about dialog has been introduced that displays the version numbers of the available apps. This helps when referencing the change log or when you open a support request.

Customer Self-Service (Now)

The number of passwords that users must remember can become overwhelming, and passwords that aren’t used frequently are often forgotten. Within this version we introduce the Magic Link by Email feature as an alternative to password authentication.

Workforce Management

Reading the most important information related to an activity is now much simpler. Simply hoover over a given activity in the activity list or planning list.

List of Activities Now Displayed on the Top Area of the Screen, Reducing Need for Scrolling

In the past, the activity list in a given service call detail page was rendered at the bottom of the page, making it necessary to continuously scroll up and down every time you wanted to read the activity details. This is no longer the case, as the activity list and details are rendered side by side at the top of the screen.

Open Activity Detail Page Directly from the Quick Dialog

It is now no longer necessary to copy and paste the number of an activity to view activity details. Now, by simply clicking on the activity number from the quick dialog, you can quickly access the activity detail screen.


Filter for Unassigned, Assigned, Released and Closed Activities

The map now displays activities assigned in different activity execution stages:

Stage Description
Unassigned Activities to be planned but not yet assigned to a technician.
Assigned Activities assigned to a technician but not yet released.
Released Activities assigned and visible to the technician on his/her mobile.
Closed Activities checked-out.

Now you can focus your attention only to the activities of interest by selecting the most suitable assignment state without needing to click on each activity.

Display Only Activities Matching the Selection Window

When planning activities, you might be interested in selecting only activities that occur in a given date range. The date range can be defined with the help of a picker.

For planned activities (activities that have a planned start date and planned end date defined), the following will happen when viewing the date range of 01.04.2018 – 30.04.2018:

Case Activity Range Map behavior
1 Planned Start = 30.03; Planned End = 02.04 Displayed on map
2 Planned Start = 01.05; Planned End = 02.05 NOT displayed on map
3 Planned Start = 28.03; Planned End = 30.03 NOT displayed on map
4 Planned Start = 12.04; Planned End = 14.04 Displayed on map
5 Planned Start = 30.04; Planned End = 01.05 Displayed on map
6 Planned Start = 30.03; Planned End = 01.04 Displayed on map
7 Planned Start = 28.04; Planned End = 01.05 Displayed on map
8 Planned Start = 28.03; Planned End = 02.05 Displayed on map

For unplanned activities (activities that do not have a planned start date and/or end date defined) the following will happen when viewing the date range of 01.04.2018 – 30.04.2018:

Case Activity Range Map behavior
1 Planned Start = 30.03; Planned End = 02.04 Displayed on map
2 Planned Start = 01.05; Planned End = 02.05 NOT displayed on map
3 Planned Start = 28.03; Planned End = 30.03 NOT displayed on map
4 Planned Start = 12.04; Planned End = 14.04 Displayed on map
5 Planned Start = 30.04; Planned End = 01.05 Displayed on map
6 Planned Start = 30.03; Planned End = 01.04 Displayed on map
7 Planned Start = 28.04; Planned End = 01.05 Displayed on map
8 Planned Start = 28.03; Planned End = 02.05 Displayed on map

Display Dates for Activities Spanning More than One Day

Previously, when an activity was longer than one day it was difficult to see what date range the activity was planned for. This has been made clearer by adding the date range to the activity card on the map:

Master Data

Improved Business Partner List

It is now easier for you to distinguish between different Business Partners without going into details for each of them. For SAP B1 and SAP ECC accounts we display a county and a city of the BILLTO address. An SAP ECC can even be configured so that a country and a city from any of the address (SHIPTO, BILLTO, …) can be shown. This way, companies with the same name but deferent addresses can be easy distinguished.

Analytics & Reporting

Manage Report Templates

The Report Template Management has moved from to inside the Analytics and Reporting App. As with, it is possible to create, edit and delete Templates, as well as upload and download a template file.


Support crowd integration with SAP B1 and SAP ECC

Crowd owner’s FSM account can not only share the data with service partners, those service related information can be sync back to backend ERP system.

Crowd Email Can Be Customized by Crowd Owner

Crowd owner can branding his own crowd that customize template of emails need to be sent to service partner. All of the service partners joined the crowd will receive the emails with crowd branding.

Improved Crowd Connection Wizard

There are default 5 steps in connection wizard. Each service partner has to set up those 5 steps to join the crowd. With new connection wizard, crowd owner can simplify the connection steps to help service partner onboarding crowd quickly and easily.


iOS / Android

Multi-device Push Notifications (Android & iOS)

Push notifications now support two devices per user. So technicians can be logged in on two devices; e.g. on a mobile phone and a tablet, and both devices will receive the push notification.

Improved Image Resolution for Attachments (Android & iOS)

It is now possible, via a company setting, to increase the quality of the images that are uploaded from mobile devices. This company settings defines the image quality (in pixels) that should be uploaded. Previously this was hardcoded to 650 px. It is now possible to have an image quality of up to 3000px.

Note: Raising the image resolution increases the attachment file size, leading to longer sync times.


Improved Data Entry in Tables (Windows)

Enhancements to tables means it is now easier to edit table content inline, without the need to navigate to a new screen.

Dent Blanche

Highlights and User Impact

Moving towards a harmonized user experience for the 4th generation CRM, we worked to bring a consistent experience across SAP CX Portfolio: updated colors, brands, fonts and icons will also bring a fresh new look to our UI.

“Dent Blanche” is our first release as an official SAP Product, part of the C4/Hana portfolio. We now started to harmonize the user experience toward the SAP standards to make it consistent and enjoyable across all the SAP C4/Hana portfolio. For this release the focus was put on the application shell, navigation and login screens. The changes are small but have a noticeable visual impact, new SAP icons and the SAP 72 font have been implemented.

SAP Branding and Naming

Becoming part of SAP means we need to redefine the product portfolio and how we position our solution. The most notable change here is the renaming of some of our applications alongside the SAP.

The following new features were included as part of the Dent Blanche release:

Customer Self-Service (NOW)

Service Feedback and Rating

Starting with this version, it is now possible to receive feedback on your service performance and improve the quality of your service thanks to the new rating concept.

With it, your end-customers can view or provide ratings in the Self-Service Portal and Service Assistant.

Equipment Location

Based on the given business model, this new setting allows to show equipment location in Service Assistant without a log-in.

Workforce Management

Activity List

The Activity list has been enhanced with a powerful fuzzy search. Now finding the activity of interest among thousands of results is now much faster and can be achieved by simply typing the information of interest in the search box and immediately obtaining results

Custom Field Filters

Planners often use custom fields to store information related to the SLAs or Territories of activities. In both the activity list and in the planning list, it is now possible to filter results based on custom fields so that only relevant information is displayed.

Group Activities on Planning Board

As a planner, you might have a group of activities belonging to the same service call that you want to plan together and release or move in a batch so that you don’t have to do it one by one. This functionality is now available and will help you to optimize planning and dispatching activities with a simple drag&drop

Time & Material Journal

Support for Multiple Timezones

When a technician fly over continents to provide on-site services, he or she can now easily book travel and work time in different time zones. The manager can then review the technician’s work time occurring in different zones as well.

Knowledge Management

Checklists Renamed to Smartforms

With the move to SAP, we also renamed the “Knowledge Management” Application to “Smartforms and Feedback” to make it clearer that this feature contains so much more than just a static checklist.

Improved Usability of Designer

With this release we updated the template designer with a focus on improving the usability of chapter navigation and using the clipboard to copy standard elements from one template or chapter to another.

Analytics & Reporting

SAP Analytics Cloud Integration

As we are part of SAP we enable you to embed your SAP Analytics Cloud Stories into Analytics & Reporting App. With this you can create more complex dashboards and display them next to your existing FSM Dashboards.


Simplified User Access Management

Without needing to manage subscriptions, administrators can now manage user access on the account level and bulk edit or activate multiple users with just a few clicks.

Crowd Workforce

Improvement of Crowd Partner Connection Wizard

Having a partnership with service company is serious decision. Manager needs to confirm partnership agreements, provide service resource information etc. New partner connection wizard help manager prepare fundamental connection step by step. Even manager is disturbed in the mid of process. He can easily start from the step existed last time.

Partner Reschedule Jobs Assign by Linked Service Company

Some jobs are committed to service company and end customers already. But assigned technician cannot work on the job. What can service manager do in this situation? In order to keep end customer happy and company good reputation, Service manager can quickly re-assign the job to the alternative technician to make sure end customer can get the service.

Integrate Crowd with SAP ERP Solution

Some data such as master data or finance data is always stored in SAP ERP back end system. How to share those data with FSM cloud and partner to make sure they can get correct information about customer/equipment to provide the service to end customer? Or how to get on site worksheet information to bill to end customer in the ERP system? Crowd Workforce will support SAP B1 and ECC integration.

Data Loader

People – Skills Assignments

With this release, users now have the ability to export / import people – skills assignments.

Do you manage skills to people assignments in an external system and you want to have an easy way to upload all the assignments changes via a Data Loader? The new feature will solve your problem.

You can export the skills assignments to have a clear picture of your technicians capabilities, modify the assignments in the same file, and then import it back to SAP Field Service Management.


Streaming API

As an integration engineer, are you looking for push notifications from SAP Field Service Management? The Streaming API enables an external system to receive notifications whenever an object in SAP Field Service Management is changed. This notification consists of the whole Data Transfer Object itself (DTO). In the first version only the Service Call and an Activity DTOs are supported.

Service API

Are you planning on integrating with SAP Field Service Management and you want to create a Service Call via an API? Now you can create a Service Call and an associated activity more conveniently using the Service API.

Data Loader

People - Skills Assignments

You manage skills to people assignments in an external system and you want to have an easy way to upload all the assignments changes via a Data Loader? The new feature will solve your problem. First, export the skills assignments to have a clear picture over your technicians capabilities. Second, modify the assignments in the same file and import it back to SAP Field Service Management.


Streaming API

As an integration engineer are you looking for push notifications from SAP Field Service Management. The Streaming API enables en external system to receive notifications whenever an object in SAP Field Service Management is changed. A notification is the whole Data Transfer Object itself (DTO). In the first version only a Service Call and an Activity object is supported.

Service API

You are integrating with SAP Field Service Management and you want to create a Service Call via an API? Now you can create a Service Call and an associated activity in a more easy and orchestrated way via high level Service API.


iOS / Android / Windows


Technicians in the field are now able to view the shift type on an Activity and filter the activities list based on the shift type. This allows the technician to quickly scroll through activities, based on their shift type (Day or Night shift)

The following new features were included as part of the Castor release:

Coresystems Now

QR-Code Print Layout

Starting with this version, it is now possible for Admins to generate a PDF document which includes selected QR-Codes.

Branding is considered as well and, if needed, the cloud report can be adjusted individually.

Several Security Improvements

With this release, we have made several security enhancements.

Here are the most important:

  • Global Login: User need to key in credentials before using Service Assistant if activated
  • Service History is hidden if not logged-in
  • We show more or less details in Service Request if logged-in/not logged-in
  • Guarantee access only if user is matching with related Business Partner
  • If no login is required, sensitive data needs to be entered everytime (location, contact details)

Redesign of Service History

We included several adjustments to provide a better user experience:

  • Improved layout and design of List-View
  • Included origin Service Request in details
  • Service Report now opens in a new tab

Workforce Management

History Log on activities

Easily track the changes on service calls and activities. Review when a certain activity has been assigned to a technician and when it has been released. The lifetime of your service call and activity at your fingertips!

AI-Powered Best Matching Technician

Finding the best matching technician is very challenging, especially when different parameters play a role, such as technician availability, already-scheduled activities, the duration of an activity, and reservations and skills. This complex computation is now resolved using our AI-Powered Best Matching Technician feature. Another important towards the Intelligent Enterprise.

The example below shows how the AI-Engine would extend an activity with a duration 9 hours in case a selected technician has non-working hours and reservations that do not allow him to complete the activity without interruption. This would impact only the earliest start and end date of the activity and will leave the estimated duration untouched.

Estimated Duration of Activity

Estimated time to perform an activity can now be defined. This allows for more accurate autoplanning, as well as the possibility to generate reports of estimated duration vs. effective duration, and therefore to optimize the planning of similar activities.

Imrpoved Filter Readability

Often customers have different entities which have the same name but are distinguished by a different code. Locating the right customer could be very difficult in such cases. Now, you can quickly identify your customer with a clean view containing the customer code, substantially reducing errors.

New Equipment Filter on Service Call List

It is now possible to filter equipment on the service call list by Equipment Name, Equipment Serial Number and Manufacturer Serial Number. This allows to quickly filter all service calls linked to the same equipment:

Don’t Allow Modification of Start or End Date for Activities Generated in Project Management

This feature reflects a modification of application behavior.

In order to better separate the responsibilities of the project manager and the planner, it is no longer possible to change the dates of an activity coming from the project management app in the planning board or on the activity sidebar.

Show Attachments on Service Call Detail Page

This feature reflects a modification of application behavior.

Attachments added in the ERP system can now be displayed and downloaded from the Service Call detail page.

Attention*: ensure that your connector supports this functionality.

Time & Material Journal

Customers often search using the activity code, causing the application to display all of the activities containing this code. This can make it difficult for the customer to find the best matching activity. To address this, we have improved the filter search logic to make sure the best matching activity displays on the top of the list.

Prevent booking of EMME on Closed/Unreleased Activity and Inactive Technician

You can now restrict effort, material, millage, and expenses creation ONLY on open activities. This will help customers avoid invoicing the wrong work time sheet to a customer. Inactive technicianss can also be filtered out to ensure that the service manager books the time sheet to the right technician.

Improve Time & Material Journal Setup

Time & Material Journal is now in alignment with with the Google material design standard. This helps users to more easily create, update and delete effort task types and expense types.

Add Two New Approval Work Flow Steps

Approval work flow steps are more flexible. They allow service manager to approve/reject effort, millage, expense, expense that are in change request status in case the technician is unable to perform the changes him or herself.

Knowledge Management

Improved View and Performance for the Table with Checklist Templates

In the past weeks, we have released several improvements for usability and performance related to checklist template management We have provided a new user interface with the option to search and filter templates by category.

Automatically Update References to Elements after Changing an Element ID

With this release, we focused on validation of element IDs when referencing an element in a visibility condition or calculation. Now, we automatically update all references when the user changes the ID of an element.

Analytics & Reporting

Define, Execute, Save and Share Queries or Export the Results

We provided a brand new module to define and execute queries in the Analytics & Reporting app. This allows administrators or team leaders to define queries which provide an overview of the collected data. We allow save the to execute them later on or share them with team colleagues. Also, we support the export of query results to CSV, Excel and JSON formats.


Display Event log for Actions and Changes Done in Admin

For auditing and trouble-shooting, we now capture and display any action or change that was done in the admin. The event log can be viewed by super users including the details who did the action when.

Allow Bulk Edit of Users for Improved Permission Management

We now have the option to assign user groups to several users with a few clicks. To provide this option, we display the user group in the list of users and provide a “Bulk Edit” function after selecting one or more users. With this action, you can assign the same permission to several users at once.

Filter by Different Columns in all Tables in Admin

With the improvements in user management and log access, we saw the need for having the capability to filter by several different columns in tables in Admin. That’s why with this new release we provided a simple filter which supports column filters for all tables that are displayed in Admin.

User Groups: Edit Permission of Single Data Object Faster

As we are introducing a more granular permission system, a first step to make this possible was to change the edit screen of the permissions in the user groups. You now get an overview per data object what permissions for the given user group apply. By clicking on the “Details” you can get an overview with the setup of all permissions.


Build Your Own Private Service Crowd Marketplace

Crowd owners can now build their service crowd marketplace. Only crowd owners can see all of the service partners they have invited.

Improve Service Partner Connection with Crowd Owner Wizard

Service partner can always open the connection wizard at any time to finish the connection onboarding with the crowd owner.



Time Entry in Intervals

Based on on a company setting, time entry on mobile can now sped up by allowed users skip intervels of 10 or 15 minutes.

Hazard Warnings on Activities

Warnings labels set on activities, caution technicians working on hazardous activities

Effort on Service Calls

It is now possible to add an effort directly on the service calls

New Design for Checklist Instances

We introduced steppers and a new “Finish” chapter / page to better guide the technician when filling in and close checklists. Chapters or pages with required elements are now highlighted better in the stepper navigation and the last page displays and overview of missing information. The technician has now the option directly jump back to the page where the information needs to be filled in.

Furthermore we improved the design for series elements in checklist instances. Now it is clearly visible how many elements are filled in inside each instance of a series element and how to delete an instance of a series element.

List View UI updates

The UI of the listviews has been updated to user card views , which is part of Material Design

Quality and Stability Improvements

With the upcoming release we are happy to announce that we’ve focused on improving the quality of the i