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How to Integrate FSM with S/4HANA On-Prem (Part 1/3) Setup

How to integrate FSM with S/4HANA OP - Part 1/3 Setup



Table of Contents

SAP End-to End Field Service Process

This article covers the integration of Field Service Management (FSM) to S/4HANA On-Prem (OP).  FSM is part of our SAP Service Cloud offering, to meet the needs of customer service tickets management with powerful field resources planning and scheduling.

This material is organized in 3 parts. 

  1. Performing the setup and configuration process across all three systems (this article)
  2. Sending the master and transaction data
  3. Doing the data monitoring techniques

First, you can start at the very beginning, as Julie Andrews would say.  What is SAP Service Cloud and the End-to-End process ?

SAP Service Cloud helps organizations deliver better customer experiences through end-to-end customer service by enabling effortless self-service, supporting omni-channel customer engagement, and providing on-demand field service while bridging the gap between the frontline and your operational systems.”



As you look at this from an end-to-end process perspective, you can see the role that SAP FSM plays in the service lifecycle, which spans from the front office with C/4HANA to the back office with S/4HANA.


  • The process starts with self-service, leveraging technologies like SAP Conversational AI for chatbots and Leonardo for IoT
  • It then moves into the Service Cloud where tickets and cases for managing customer issues are created via the contact center
  • The process continues with SAP FSM taking ownership of the ticket, handling the workforce scheduling for both internal and crowd workforces
  • Once the scheduling occurs, the service is executed in the field by technicians using mobile devices
  • Customer feedback can be collected in real-time and responded to quickly using SAP Sales Cloud.  This ensures higher levels of customer satisfaction by communicating back to the customer while they are still engaged.
  • Upsell and cross-sell capabilities are provided by Service Cloud and Sales Cloud as needed.
  • The process concludes in the back office, with the movement of service parts for the repair and the subsequent invoicing of the customer.

Integration Overview 

Generally we can talk about integration in terms of master data and transaction data.  Master data integration flows one way from the system of record (S/4HANA OP) to Service Cloud (FSM).   Transactional data flows bi-directional between the 2 components.  

Our master data integration looks like this:


The transactional data integration looks like this:


Legend: Blue lines indicate current available standard flows.  Green are the roadmap items.

Using the above logical diagrams, you can now see the technical platforms underlying each component in the diagram below.   You can see the transactional data flows have additional complexity but don't worry - this will be explained it all as you read further.


Mapping of Terminology

First, let's pause and cover some official SAP terminology. Field Service Management was originally part of SAP’s Coresystems acquisition.  As such, there are many terms that are embedded in FSM that will eventually merge to be consistent.  

For now, you will have to be a bit bilingual to understand the equivalent naming in any side of the integration by using the mapping diagrams below. The first mapping is the Service Order header, and the second explains the Service Line Items.


Now, let's proceed to talk about the settings needed to configure this integration properly. 

All the detailed step-by-step is located in the SAP Help:  http://bit.ly/s4hop-fsm-integration-guide.  This article will not repeat the help guide, of course.  Rather we will guide you on an intermediate level, explaining what is happening and important pre-requisites you should know.  In addition,  this article  have re-ordered the sequence of setup steps so that it builds on natural sequence of doing the prerequisites first.

On a high-level, there are 5 groups of steps.  For each group of steps,  the subsection of that SAP Help with its URL will be listed.

  1. Settings in FSM
  2. Settings in CPI
  3. SAP Cloud Connector Setup
  4. Enterprise Messaging Setup
  5. Settings in S/4HANA OP


So let's dive in the details for each group now.

Step 1. Settings in FSM


In the FSM tenant, we have 3 major groups of steps to do:

  1. Determine your FSM Cloud Company.   Are you integrating an existing Cloud Company?  If not, you will need to create a new Cloud Company in the FSM Administrator's dashboard.
  2. Setup FSM for integration.
    1. You will need to turn on the FSM.Connector.Enabled flag
    2. You will need to enter the FSM Connector with CPI login credentials.
  3. Create the oAuth client in FSM and get the Client Secret to be used later.


See detailed steps in subsection "Configuration in SAP Field Service Management": https://help.sap.com/viewer/738a456365c0414faba6426d05fd8674/1909.002/en-US/ef03921cad2b4718b4c18a883fbbf14f.html

Step 2. Settings in CPI

The SAP Cloud Platform Integration (CPI) will provide a standard package of integration flows (SAP S/4HANA Integration with SAP Field Service) to handle the FSM integration with S/4HANA OP. The initial steps of the CPI setup requires you to get authentication information for S/4HANA OP Technical User for integration purposes, so plan ahead and create one using transaction code SU01.  In addition, it is mandatory to get a email user server and user authentication for error reporting in the iflows. You cannot leave the email user setup blank, otherwise the iFlow will fail.  One temporary solution may be to use free email accounts.


This step will be the most time consuming. As you configure the iFlows, be sure to save the URL endpoints of iFlows for Business Partners, Relationship, Products business objects to be used in S/4HANA SOAmanager setup (Step 5).  In addition, save the endpoint for the iFlow Route Payload from SAP S4HANA to SAP Field Service Management to be used in Enterprise Message Setup (Step 4).

See detailed steps in subsection "Configuration in SAP Cloud Platform Integration":  https://help.sap.com/viewer/738a456365c0414faba6426d05fd8674/1909.002/en-US/b9649994b73741dabebc29555fcb8c6f.html

Step 3. SAP Cloud Connector Setup

The SAP Cloud Connector (SCC) serves as a link between SAP Cloud Platform applications and on-premise systems, SAP Cloud Connector runs as an on-premise agent in secured networks.   When you create an entry in the Cloud Connector, you are linking the CPI to S/4HANA OP systems. 

You will need 2 important pieces of information:

  1. The CPI information, which includes the CPI login and password as well as the SubAccount id of the CPI tenant.  If you are a customer, you may need to ask a SAP consultant or submit an incdent to get the Subaccount ID.  We recommend also using a consistent Location ID (eg - DEV, QA, PRD) and not leave it blank.
  2. The S/4HANA OP host URL and port information, which can be obtained thru transaction SMICM.  Select Goto→Services, and use the URL and port info from HTTPS protocol line.

See detailed steps in subsection "Installation and Configuration in SAP Cloud Connector" :  https://help.sap.com/viewer/738a456365c0414faba6426d05fd8674/1909.002/en-US/78931da97cb34bb6b6b81bbdf1253dfd.html

Step 4. Enterprise Messaging Setup

Enterprise Messaging (EM) allows applications to communicate thru async events and are used for event-driven business processes  In this integration, we use it to capture when a Service Order is released or closed in S/4HANA OP.



The EM setup as shown in the upper left is used mainly for the transactional data process.  Here, EM service works with the event management in S/4HANA by subscribing to Service Order events and send the message to CPI.   When a Service Order is released, the business event sends a signal that EMS is subscribed.  EMS passes that notification to CPI. The CPI then does a callback to S/4HANA to retrieve the full details of the Service Order to send to FSM. 

You will be doing the setup in the SAP Cloud Platform cockpit to create a new EM instance in the Cloud Foundry environment.  Be ready with the iFlow URL for Route Payload from SAP S4HANA to SAP Field Service Management iFlow.

See detailed steps in subsection "Configuration in SAP Cloud Platform Enterprise Messaging" : https://help.sap.com/viewer/738a456365c0414faba6426d05fd8674/1909.001/en-US/f86c595b19cd48f29601f42f3df87c8f.html


Step 5. Settings in S/4HANA OP

S/4HANA OP (S4HOP) is usually viewed as the system of record for master data.  Therefore this data flows one directional OUTBOUND (from S4HOP).  On the other hand, transactional data will flow bidirectionally.

Here we will tie all the components configured so far above - FSM, CPI, Cloud Connector and Enterprise Messaging.

We will leverage the Data Replication Framework feature in S4HOP to support the integration.  It includes powerful filtering, delta analysis, mass data transfers with pre-delivered content.  In addition, transactional data integration will leverage on the BizEvent feature and Enterprise Messaging tool.


Here's an overview of what's to be done in S4HOP side:

  1. Configure SAP Gateway to make sure it's activated.  You will also need to activate the handful of APIs for inbound calls from CPI
  2. Configure SOAmanager to setup the 3 outbound SOAP API calls for master data replication.  You will need the CPI credentials and the CPI endpoints saved from Step 2.
  3. Setup Outbound Event Management for Service Orders.   This includes activating the Service Order workflow events for Released and Completed status.  You will also need to setup the message queue protocol.
  4. Setup the DRF and the replication models for business partners, products and service orders

See detailed steps in subsection "Configuration in S/4HANA":  

https://help.sap.com/viewer/738a456365c0414faba6426d05fd8674/1909.002/en-US/6044650239184a45935bfe529aa93cf4.html 







Conclusion

In this first of three articles on Integration of FSM with S/4HANA OP,  you have  been introduced the end-to-end process for Field Service Process.   You have also read about the two groups of master and transactional data integrations, and what business objects are in each group.    In addition, you have learned about the technical systems under the integration flows - FSM, S/4HANA OP, CPI, Cloud Platform, and Cloud Connector.  Lastly this article has provided the five group of steps to perform the setup of this integration:

  1. Settings in FSM
  2. Settings in CPI
  3. SAP Cloud Connector Setup
  4. Enterprise Messaging Setup
  5. Settings in S/4HANA OP

The step by step details are listed in http://bit.ly/s4hop-fsm-integration-guide.  and the specific section in SAP Help and its URL has been added.

Please be sure to read the part 2 (upcoming) of this material on how to send master and transactional data.  And lastly in part 3 (upcoming), you will learn how to monitor the data flows and diagnosis.