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SAP Field Service Management: Administration



Field Service Management Admin Module


The Field Service Management (FSM) Admin module is used to administer account access, configure company settings, manage business rules, query cloud-based company data, and more. The Admin module is split into two sections for Account wide configuration and Company specific configuration. This article provides a high-level overview of the various options available to administrators at the Account and Company level.

Table of Contents

Introduction

The FSM Admin module is broken down into two sections. One are the administrative actions that take place at the 'Account' level and the other are the administrative actions that take place at the 'Company' level. Actions that take place at the 'Company' level, only affect that specific company whereas actions that take place at the 'Account' level, affect all companies within that account.

To access the Admin module, log in to Workforce Management. From there, navigate to grid in the top right hand corner and select 'Administration'.


If you have sufficient access, you will immediately see the contents of the 'Administration' module. If not, you will be directed to a log in page where you will need to log in with a user that has 'Superuser' access. If you do not have a user with this access, chose the option 'Sign In with Account' and log in with your cloud account and password.

Once you are logged in, you will see the contents of the Admin module. 

Account Administration

When you first log in, you will see the tabs associated with Account administration. The tabs here control the settings across the entire account and the individual companies associated with that account.

Here is what you will have access to within the Account level of the admin module:

Account Tab

The Account tab is where you can view all your cloud account information such as the name of the cloud account, what cluster you are on, the primary e-mail associated with the account, your contract details, and manage some of your security details for the account.

For detailed information on the Accounts tab, click here.

Companies

This tab grants you access to view all the companies associated with your account. You can view and manage the company details here.

For detailed information on the Companies tab, click here.

User Groups

The user groups is where you can view and manage the permissions and data sync rules. The configuration of the user groups help you determine what users have access to such as only allowing dispatchers access to the planning board and only allowing technicians to view jobs that are assigned to them.

For detailed information on the User Groups, click here.

Users

You can manage and view your users from within this tab. You can edit user account information, assign them to specific user groups, and activate/deactivate users as needed.

Click here for detailed information on the Users tab.

SAML Configuration

You can improve your security to your FSM data by integrating 'Federated Authorization' using SAML 2.0 and Microsoft Active Directory. This provides users with Single Sign-on access to all Field Service Management applications while protecting sensitive account information.

For detailed information on SAML Configuration, click here.

Session Configuration

With Session Configuration, you can manage how long a login session lasts for (in minutes) until a user logs in again. This feature applies to the various FSM application and applies account wide.

Click here for detailed information on Session Configuration.

Password Policy

The password policy helps you determine your password restrictions for all users in the account. You can define how long the passwords last, length, complexity, and whether the password is different from their name.

Event Logs

The Events tab is used to view changes to a company, account settings, and configuration in the application. You can see exactly what was changed, by whom, what the old value was, and what the new value is.

Click here for detailed information on the Event Logs.

Authentication Events

From this tab, you can view who accessed the system, when, and what client they used to access the system.

Company Administration

Changes at the company level only affect the company that you are currently making the changes in and will not affect the other company.

To make changes to an individual company, select the company you want to access and you will see the following tabs.

Query API

The Query API allows you to build, setup, and execute custom queries against your cloud-based company data. The queries used in the Query API can be used for running reports, building business rules, and extracting specific data from the system. The Query API uses specific query language called CoreSQL. 

For details on how to use the QueryAPI, please click here.

For details on how the FSM Data model is structured, click here.

Business Rules

Business Rules give you the ability to create event based actions with predefined conditions. When the predefined conditions have been met, the application will respond by performing a specific action specified in the Business Rule.

You can trigger Business Rules to execute on object update, delete, create, or on a schedule. With these triggers, you can execute a variety of actions ranging from sending an e-mail or text message, updating a field, generating a report, or generating a webhook to send the data elsewhere.

For details on how to create Business Rules, please click here.

Messages

The Messages tab allows you to view details around e-mails, text messages, and push notifications generated in the system. You can check to see if e-mails and text were sent out successfully, manage e-mail templates, and configure additional e-mail addresses to be used to send e-mails.

Custom Objects

Custom Data Objects and Custom Fields can be configured from within the Custom Objects tab. You can create custom objects and fields to fit the use cases that meet your specific needs. This data is stored in our cloud and you can run automation, validations, or use them to run reports and generate dashboards. The Custom Objects can be used in Business Rules and you can enable custom fields to be visible for your end users.

For details on how to use and create Custom Objects, please click here

Screen Configurations

With Screen Configurations, you can customize a variety of supported screens in the mobile or browser-based application. You can adjust each screen to add, hide, rename, rearrange fields, make fields required, read only, or add some advanced validation. 

For details on how to use Screen Configurations, please click here for detailed instructions or click here for an overview.

Service Workflows

Service Workflows, or Workflow Steps, are buttons that you can use to guide your technicians through out their job. The Service Workflow allow you to configure buttons that your technician can follow in a specific order and allows you to guide them through specific screens and actions. For example, when the technician is done with their job, you want them to submit a report. You can guide them through the process of submitting a report with the workflow steps.

For details on how to use and configure Workflow Steps, please click here.

Translations

Lastly, with the Translations tab, you can change a variety of the wording within the FSM application to accurately reflect your organizations internal terminology. An example would be changing the name of the Service Call in FSM to say Service Order as it is named in ECC.

For details on how to use Translations in your system, please click here.


Conclusion

This article introduced you to the functions that are available in the Admin module of SAP Field Service Management. Although the article didn't dive deep into each individual function, you should now have an understanding of all the functions that are available to you and your organization as well as how to access more details on each function.

You can also navigate to the following link to learn more about the Admin module and all the functions available to you.

Field Service Admin module Documentation