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How to: Integrate SAP Field Service Management with SAP Cloud for Customer

Simon van der Worp, 12 augustus 2020

After each acquistion of SAP in the past years (mainly in the CX field) one of the big questions was; how will this new product be integrated into the current portfolio? So now, after a couple of years I had the time and chance to have a look at the technical integration between SAP Field Service Management and SAP Cloud for Customer. And I must say; with a bit of basic knowlegde, the SAP Help and some help on fora it wasn’t that diffcult at all. In this blog I will guide you through the settings you have to make in each system (SAP Field Service Management, SAP CPI, SAP Cloud for Customer) to set-up a complete integration scenario. Furthermore some usefull links will be shared to dive into the details of specific integration topics.

To understand what to achieve with the integration between SAP Field Service Management and SAP Cloud for Customer we need to have a closer look at the end-to-en field service process. As you can see in below picture the complete process is covered in 3 seperate systems (SAP Cloud for Customer, SAP ECC or S/4HANA and SAP Field Service Management) which are connected via SAP CPI (Cloud Platform Integration). The systems, objects and/or processes may vary upon your scenario. For more details of SAP Field Service Management please check this blog. For SAP Cloud for Customer we have written plenty of blogs which you can find on www.acorel/blog.

End-to-End Service Process
End-to-End Service Process

SAP Field Service Management settings:

Log on as an administrator to your SAP Field Service Management tenant and create the Account & Company. For the Account make sure you apply the role: STREAMING and for the Company you need to select Standalone under “Type”.

FSM Account
FSM Account

To allow CPI to access SAP Field Service Management for sending data into your tenant, an oAuth client is needed. You can configure a client under your Account. Make sure you note down the Client Secret, you need this for the SAP CPI configuration. The client also must have the User Group: Admin.

FSM oAuth client
FSM oAuth client

Business rules are used across SAP Field Service Management to enable different kinds of functionality. For business rules set-up please check this link: https://docs.coresystems.net/admin/business-rules-notifications.html

The last step in SAP Field Service Management is to set-up the connector. The connector is used to send out messages to SAP Cloud for Customer. This is currently (release 2005) done for Tickets, Contacts and Attachments. In your company settings you have to set the ‘CoreSystems.FSM.Connector.Enabled’ to “true”.

 

FSM connector
FSM connector

After this the FSM connector configuration option is available. This can be found via Company => Messages => FSM connector.

Set the checkboxes: ‘Enabled’ and ‘Extended Logs enabled’. In the URL field you need to apply the end-point of the ticket iFlow in CPI. The user and password refers to the CPI user that you use for authentication. Make sure this user has the role ESBMessaging.send role in SAP CPI.

FSM connector config
FSM connector config

SAP CPI settings:

oAuth credentials
oAuth credentials
Example iFlow parameters BP to FSM
Example iFlow parameters BP to FSM

All pre-packaged integration iFlows can be found here.

SAP Cloud for Customer settings:

C4C communication system
C4C communication system
C4C communication arrangement
C4C communication arrangement

SAP Cloud for Customer ticket type <=> SAP Field Service Management service call type

SAP Cloud for Customer ticket priority <=> SAP Field Service Management service call priority

SAP Cloud for Customer ticket user status <=> SAP Field Service Management service call status

SAP Cloud for Customer time type <=> SAP Field Service Management effort type

SAP Cloud for Customer contact title <=>SAP Field Service Management contact title

Example Userstatus Code List mapping
Example Userstatus Code List mapping

Good luck in setting up your integration. Let me know in case of questions.

Simon van der Worp

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