What's New in this Release?

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.

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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 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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

Interested in seeing what`s available in Preview for SAP Field Service Management?

Check out the latest innovations here

Interested in being notified about SAP Field Service Management information relevant to you?

Check out the following page

Functional Overview

For an overview of the functionality provided in the SAP Field Service Management Application: Functional Overview

General Changelog

For an overview of defect corrections and new features included by release: General Changelog

Prior Releases

For releases 6.0.0 to the previous release: Release Notes Archive
For information on releases 4.8-5.8: Release Notes 4.8-5.8