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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.

, How to: Integrate SAP Field Service Management with SAP Cloud for Customer, Acorel
End-to-End Service Process

SAP Field Service Management settings:

  • Set-up an Account and Company

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”.

, How to: Integrate SAP Field Service Management with SAP Cloud for Customer, Acorel
FSM Account
  • Set-up the oAuth client

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.

, How to: Integrate SAP Field Service Management with SAP Cloud for Customer, Acorel
FSM oAuth client
  • Set-up business rules for Time&Material (optional, only if you need to send Time&Material Reports back to SAP Cloud for Customer for further processing)

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

  • Set-up the SAP FSM connector

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”.

 

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

, How to: Integrate SAP Field Service Management with SAP Cloud for Customer, Acorel
FSM connector config

SAP CPI settings:

  • Upload the SAP FSM certifcate to the Keystore in SAP CPI: Operations view => Key Store => Add. Via “Test connectivity” in SAP CPI you can retrieve the SAP Field Service Management certificate.
  • Deploy the oAuth Credentials: Operations view => Secruity Material => Add => OAuth2 Credentials. In Client Secret enter the secret you noted down in a previous step.
, How to: Integrate SAP Field Service Management with SAP Cloud for Customer, Acorel
oAuth credentials
  • Deploy the user credentials of SAP Cloud for Customer if you use Basic Authentication in the SAP Cloud for Customer communication arrangements for inbound communication. In SAP CPI: Operations View => Security Material =>  Add => User Credentials
  • Configure the iFlow parameters (see below picture for an example) according to the ‘iFlow parameters’ section in this link:
    • Make sure you use the correct hostname. In my case https://eu.coresystems.net/ (the SAP Help link above isn’t very clear about this)
    • For each iFlow you want to deploy, you need to upload the SAP Cloud for Customer certificate. Select an iFlow in SAP CPI: SOAP => Edit => Connection => Add (in the client certificate field)
, How to: Integrate SAP Field Service Management with SAP Cloud for Customer, Acorel
Example iFlow parameters BP to FSM

All pre-packaged integration iFlows can be found here.

SAP Cloud for Customer settings:

  • Upload your SAP CPI-certificate to SAP Cloud for Customer.
    • You can download it in the SAP CPI Key-store via Operation View => Key Store => Current. The certificates you need are:
      • sap_baltimore cybertrust root
      • sap_verisign class 3 public primary certification authority – g5
    • You can upload above certificates via Administrator =>  Common Tasks =>  Edit Certificate Trust List =>  Upload
  • Edit your project scoping and enable the option: Integration with SAP Field Service Management (see page 80 of this document on how to adjust scoping).
  • Set-up the communication system: Administrator =>  General Settings
, How to: Integrate SAP Field Service Management with SAP Cloud for Customer, Acorel
C4C communication system
  • Set-up the communication arrangements: Administrator =>  General Settings
, How to: Integrate SAP Field Service Management with SAP Cloud for Customer, Acorel
C4C communication arrangement
  • Code List Mapping
    • To make sure SAP Cloud for Customer and SAP Field Service Management understand eachother you have to maitain the following Code List Mappings. You can do this in your Change Project via the Activity List, item: Code List Mapping for Integration with External Applications and Solutions.

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

, How to: Integrate SAP Field Service Management with SAP Cloud for Customer, Acorel
Example Userstatus Code List mapping
  • Load your data from SAP Cloud for Customer to SAP Field Service Management:
    • After everything is set-up you can start with the initial load of your master- and transactional data. Please keep in mind the sequence of the different objects. E.g. first upload your customers, employees and products and after that your service tickets.
    • In SAP Cloud for Customer you can do this via Administrator => Extract Data to External System. Here you can select the objects you want to load.

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

Simon van der Worp