What's New in this Release?



SAP Service Cloud - Field Service Management “2008” Release

Scheduled Release Date: 15 August 2020

Highlights and User Impact

Introducing FSM Extension App

You are a customer and missing a critical functionality? Or you are a Partner and have an idea on how to augment FSM? Or you already have a Product which could ideally complement FSM in an area we do not cover? We are now introducing in preview FSM Extension Apps to support a seamless integration with a 3rd Party App.

Extended support for field service execution with teams, performance improvements, improved overview of crowd workforce, landscape mode support for our mobile apps, … Discover the many new other enhancements available in this release in the next sections!


The following new features were included as part of the SAP Service Cloud – Field Service Management “2008” release:

Performance Improvements

Mobile Application Synchronization

With this release FSM mobile applications are able to synchronize with FSM tenants having up to 10 million data records of any type stored in the database. In larger FSM tenants, permissions are typically configured in a way so that only subset of the data available on the backend is synchronized to the mobile applications (Read OWN). We have optimized the permission resolution logic so that it can be efficiently executed over large datasets. The next challenging target in our Roadmap is Sync Rules performance optimization which we will target in future releases.

Planning and Dispatching

We have completed fundamental changes in Planning and Dispatching to support up to 5 million Service Calls, Activities, Business Partners and Equipment in the Dispatching View. The new data indexing mechanism allows for faster object processing and significantly reduces load from the database, while also making a positive impact on the general User experience in Planning and Dispatching and other web applications. A side benefit of these changes is increased robustness and stability of the overall solution through its simplicity.

Business Rule Execution

We invested in Business Rule Engine performance optimization with the focus on increasing the speed of Business Rules execution for cases when multiple rules are triggered in response to a single API call or event. We expect up to 30% performance gain in majority of FSM tenants in which Business Rules are heavy leveraged.


Platform and Admin

Ability to Delay Execution of Business Rules

It is now possible to define business rules in such a way that it is not executed immediately after the specified event happened, but it is executed with a specific delay.

Within the trigger attributes of a business rule you are able enter a delay in seconds.

The following is an example of why it might be beneficial to delay the execution of a business rule after the triggering event is fired:

When a technician is done with his work, the corresponding checklist-instance is closed. At the same time, some related attachments are sent to the FSM-Web application. In case a business rule is now triggered, based on the event of a closed checklist instance, it might make sense to wait a bit in order to allow the business rule to make use of these attachments, which might arrive only a few seconds later. With a delayed execution, these attachments would then be included by the executed business rule.

Read More


FSM App Extensions

Microfrontend Framework Developer Resources [PREVIEW]

With this release, we present a new frontend-framework that allows 3rd party Extension Apps to embed screens in FSM. Partners and customers can build their own extensions following the examples and documentation given in these resources:

Extension Example

The communication between the frontend and FSM is based on the web standard: postMessage API.

The standard used is web application framework agnostic, which means Extension Apps can be built with Angular.js, React.js, view.js, or even vanilla js.

Discover More

Embedding Extension Apps in FSM [PREVIEW]

Users can embed Extension Apps in so-called Outlets that are placed in different FSM screens.

The first implementation of such an outlet can be found in the Planning Board sidebar.

The user is presented with a possibility to place an Extension by clicking the “Open Extension Configuration” in the three dots menu.


Extension App Catalog & Marketplace

Extension App Catalog [PREVIEW]

With this release, we present a UI to install and uninstall Extension Apps. These apps can be installed either manually hosted on an external service or automatic on a Kyma-hosted environment by the customer.

In both scenarios, the Extension Apps will then be available to be used in context on FSM on the outlets.


Customer Self-Service

Cancellation of Time Slot-based Requests

Starting with this version, end customers can cancel time slot-based requests. This saves time as it is no longer needed to call service provider and waste time in hotline queues.

Figure: cancellation dialog

Supporting Batch Upload for End Customers [PREVIEW]

Influence ID: 235523

It is now possible to upload end-customer accounts in batches. With this improvement, the time-consuming user creation can be decreased rapidly.


Planning and Dispatching

Reserve Material on Activity

Influence ID: 238158

Customers now have the possibility to define reserve materials for both service calls and activities. When reserve material is added to an activity, it is visible on the activity sidebar so that the planner can use this information to schedule the job accordingly.

Figure: Reserve Material on Activity

Read More

Map Autonavi Support for China Localization

Chinese Localization has been enhanced through offering support for Autonavi map. Geolocation is now precise and a reliable route through activities can be calculated.

Figure: Request Details

Read More

Support for “Slow-moving Teams” [PREVIEW]

Influence ID: 234659

Slow moving teams are defined as teams that do not change team composition very often (e.g. once every 6 months or more). Slow moving team can now be created and displayed on the Dispatching Board. After a team has been created, it is possible to assign jobs to the team itself instead of to single technicians. The activity will then become visible on mobile to all team members.

Figure: Team Setup

Read More


Crowd Workforce

Improved Partner Overview

Influence ID: 242537

In Crowd Workforce, the overview page of My Connections has been improved. Five basic filters are provided to help the crowd owner quickly find interested partners. For example, the crowd owner can easily find newly joined partners waiting for approval. The crowd owner can also save frequently used filters as view for quick access.

Read More

Overview of Partner Technicians

Influence ID: 242537

There is a new overview page of partner technicians. The crowd owner can manage partner technicians from required skills perspective. This new list helps the crowd owner to quickly find technicians that have new skills or certificates uploaded and wait for the crowd owner to review and approve.

Read More

Improved Partner Technician Detail Page

Influence ID: 231433

Do you have third-party dedicated system to manage partner technicians or training? The shortcut URL is provided to help the crowd owner to quickly open and view the target technician information in the third-party system. To use this feature, the third-party system needs to support deep link.

Bulk Import of Existing Partners and Technicians

Data migration is always the pain point when customers start to use a new solution. We provide the bulk import API so that the crowd owner can efficiently import the existing partner data from a third-party system into FSM crowd workforce. The crowd owner just needs to export the history data as CSV files and import those files into FSM crowd workforce. It avoids manual data import or asking partner to do onboarding again.

Read More


Automated Planning & Optimization

Consider Crowd Technicians for Automated Planning

During peak times, your internal workforce might need support from external partners to cover for increased demand in service activities. Once a Crowd company is set up and technicians are set to plannable they can be considered for automatic planning of service activities. That means, jobs can be automatically assigned to Crowd technicians by autoscheduler. By default (when using standard plugins), autoscheduler will not differentiate between Crowd and in-house technicians. Should any special treatment of crowd technicians be considered this should be done in a custom plugin.

When considering Crowd technicians to automatically assign jobs to, certain criteria should be fulfilled:

  • Crowd technicians should have an address and a work time pattern maintained, just as in-house technicians
  • When triggering autoscheduler, the parameter defining the resources to be considered should be passed to the service. The Crowd persons should be included. To see how to define the parameter consult the API documentation of autoscheduler, available here: Swagger Spec
  • When triggering autoscheduler, automated release on scheduling should be disabled so that the Crowd technician can accept or reject the job, first. Thus, only after the technician provided their feedback on their capacity to take the job will the job be released to them.

Read More

Consider Live Location during Automated Scheduling

When optimizing the schedules of technicians during the day, it is important to know the actual location of your technicians to be able to determine the distance to jobs and the driving time that each technician would need. Now tracking of technicians’ live location, that has been enabled for mobile for a while, can be utilized for automated scheduling. With this, once technicians have enabled location tracking on their devices it will determine their location for calculation of travel distance and travel time to jobs. Live location utilization for automated planning needs to be switched on via a company setting.

Should the technician be offline and not be able to synchronize the location for a while, the system falls back to determining the location based on the address of the current job.

Live location can be used for automated planning of multiple jobs using Autoscheduler service as well as for Best Matching Technician feature (hence, for scheduling an individual job).

AI-based Scheduling

And

Best Matching Technician

Allow Overlapping Jobs during Automated Planning

Influence ID: 232562

Sometimes, it makes sense to combine jobs by assigning them to the same technicians for the same time slot. For example, if there is a large repair and an upcoming inspection for the same piece of machinery those can be done together: a technician taking a machine apart would be able to cover the inspection part as well. This is now possible with a custom plugin.

Read More

Allow Ending a Job outside of Work Time Pattern during Automated Planning

For some jobs, it makes sense to allow overbooking a technician so that a job can be finished within a day – and will not have to be postponed. This is now available with a custom plugin.

Read More

Allow Including Travel Time as Work Time during Automated Planning

Influence ID: 236001

Some companies compensate their technicians for their travel time to and from work (this can be due to a company’s policy or legal regulations). Thus, travel time to the first job in the morning and from the last job to home after the end of the workday is considered working time. Therefore, when automatically planning service activities, Autoscheduler needs to include the travel times into the working time defined by the work time pattern. This can now be done in a custom plugin.

Read More


Integration

FSM Connector

Influence ID: 243100

Based on customer feedback, we have further enhanced FSM Connector capabilities. Starting with this release, we will support the replication of Smartforms templates and instances in “C4C mode” (FSM -> C4C). For existing customers, who already have a lot of Smartforms templates defined in the system, an initial sync will be available.

Another important feature is support for OAuth 2.0 authentication. Until now, all FSM Connector calls were available only with basic authentication. With this release, support for OAuth 2.0 will now be available.

Last but not least, we have implemented a retry mechanism. If a 3rd party system is not available or simply calling the 3rd party system was unsuccessful, a user is able to resend the message from the FSM Connector admin panel.

Read More

ECC CS / S4Hana CS Integration

Influence ID: 238158 We’ve worked the last few months on several key integration functionalities.

Synchronization of Draft Activities
The first feature is synchronization of draft activities without blocking. Additionally, activities in other than draft state will not be blocked while being updated in ERP backend. The non-blocking of an activity will significantly improve the planner experience in the Planning and Dispatching app, as the user can continue working on an object and does not need to wait for the changes to be replicated in ERP. Synchronization of activities in draft status will benefit an ERP user with better overview of all the Service Order operations in ERP. The standard FSM configuration will behave the same as previously.

To enable this functionality a company setting needs to be enabled: "CoreSystems.FSM.SyncDraftActivity.Enabled".

Split Valuation Support The second important feature available in this release is support for split valuation. With split valuation, a technician on site can choose whether to use a new material or a refurbished one, less expensive, to perform his work.

Project Stock Support Support for project stock is the third improvement. For companies using project stock, a technician will be able to take material from project stock instead of from his standard location.

User Synchronization As next we improved the synchronization of users. In the upcoming release it will be possible to activate users and assign a correct permission group directly in ECC/S4. It means you will not need to go to FSM Admin to perform those actions.

Reserved Material Support for Activities Finally, we support a reserved material on an activity level. For more info please refer to Planning and Dispatching and Mobile sections.

Read More

S/4Hana Service Cloud Integration

In this release, we now support notes replication. First, Notes on S4 Service Order / Service Order Item level will be replicated in FSM as Service Call / Activity notes. Second, Notes on FSM T&M entries will be replicated in the S4 Confirmation.

Read More

S/4Hana OnPrem Service Integration

In the upcoming FSM release together with S/4HANA OnPrem (Sep 2020) release we will support the following:

  • Reassignment and un-assignment actions. Usually, those two actions are triggered by a planner if FSM Planning and Dispatching app.
  • Stock replication from S4 to FSM.
  • Notes on S4 Service Order/Service Order Item level into FSM Service Call / Activity notes replication.
  • Notes on FSM T&M entries replication into S4 Confirmation.
  • Planned start date / planned end date replication. When an activity is assigned to a technician and the assignment is released in FSM, the planned start date / planned end date will be updated back to the corresponding service item of service order in S/4HANA.
  • Iflow extensibility to enable easier customization.

Read More

C4C Integration

Influence ID: 246899, 247371

With the 2008 release, we managed to close one very important gap in C4C - FSM integration: Smartforms.

It is now possible to replicate all your Smarforms templates and instances from FSM into C4C. This is the first step to enable building a custom logic based on FSM Smartforms functionality. Please note that capability to build such a logic will come with the next release.

The second feature available starting with the 2008 release is replication of an FSM expense in C4C as a ticket expense item. The key benefit is that an ad-hoc expense incurred during the field service execution will be send to ERP for billing or cost allocation.

The last improvement is replication of an FSM Time Effort in C4C as Time Entry with Technician Time Zone. This way the time effort will be consistent across the connected systems and an end user can easily see the real start/end time of the effort.

Read More

Service API

We also made further enhancements to the Service API. With the 2008 release, we now support the following:

  • Additional fields on Address for Service Call and Activity: block, building, floor, room, UDF.
  • Travel time of a technician to and from a customer.
  • Cancel of an Activity without Service Assignment.

Read More

SAP B1 Connector 64bit (NEW)

In order to support new SAP B1 versions (v10 or above) we created 64bit connector. From the functionality perspective the connector is the same as the old 32 bit version. This means that you can download:

  • SAP B1 Connector 32bit: for SAP B1 versions < v10
  • SAP B1 Connector 64bit: for SAP B1 versions >= v10

You can download the versions directly from SAP Launchpad:

Download

SAP CRM Integration

Influence ID: 249234

Starting with the 2008 release, we now support ECC stock replication to FSM, CPI IFlow extensibility using Pre and Post exits for a given IFlow. Service report PDF from the FSM mobile app will be attached to the CRM Service Confirmation.

Some CRM customers wanted a feature with which they could skip the FSM Dispatching Board when assigning an activity to a technician and directly assign the Activity to a technician from the CRM backend itself. With this release, activity assignment can be made directly from the CRM backend.

Read More


Master Data Management

New Fiori-style Skill Management UI [PREVIEW]

The new skill management UI provides a better user experience using the Fiori style guidelines. Moreover, the new UI is built on the latest web technology, which will benefit its long-term evolution and maintenance.

Figure: Skill list and detail page

Figure: Assign skill to person

Improved Search Experience for Equipment

Search results will now only show the matched equipment and their ancestors, with the matched equipment highlighted. This helps reduce errors and confusion.

Visualize Blocked Status when a Team or its Resources are undergoing Synchronization

When a static team is undergoing synchronization with an ERP, there will be a message displayed and the team header on the page will be blocked from editing. When one of its resources is under synchronization with an ERP, there will be an icon on the specific resource to indicate blocked status and related actions for this resource are disabled.

Figure: Show team and resource synchronization status


SAP Field Service Mobile

Reserved Material on Activity (Android, iOS)

Influence ID: 238158

You can now assign Reserved Material directly on the activity level. This will help ensure your field service engineers are consuming the correct parts reserved for their activities. Generic material can still be assigned to the service call and it will be accessible to all activities linked to that service call.

Landscape Mode for Smartforms (Android, iPhone)

Influence ID: 234997, 236724

Landscape mode support for Smartforms improves the user experience when filling out Smartform, especially on smaller devices. Rotating the device to landscape mode means less scrolling when filling out large Smartform elements such as tables.

Figure: Smartform in landscape mode on an Android device

Improve Hierarchy Search for Equipment (Android, iOS, and Windows)

Influence ID: 247831, 246298

We improved our equipment search function across the app to make it easier to navigate equipment hierarchies and easily search equipment across different levels of the equipment hierarchy. Searching on an equipment node will not only look on the current level, but also search deep within the equipment structure and return any matching results that may be on lower sublevels of the equipment.

Figure: Search for equipment on iOS

Enhanced Support for Teams (Android, iOS, Windows)

The team feature first introduced with the project planner tool in 2019, has now be expanded to support teams created via the Dispatching Board. You can now display and edit Dispatching Board teams and assign activity to these teams directly from within the mobile.


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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