Friends often ask the question: "SAP Business Suite inside the CRM Service module has been migrated by Addon way to the S / 4HANA, and before SAP has acquired a specialize Service company Coresystem then these two functions. seemingly overlapping products, SAP integration is how to do it? "
Simply put, S / 4HANA Service Module and Coresystem positioned SAP service scenario is that the former as a Service Back office, the latter as Frontend office.
Jerry invited today to the Chengdu Research Institute S4CRM SAP R & D team of developers Tong Dan, asked him to introduce integration scenarios about S / 4HANA Service module and Coresystem of SAP has been released. Here is his body.
Hello everyone, I am a child of Dan, SAP Chengdu Institute of S / 4HANA Service Management team of developers within the group you call me big boy. Usually do not smoke, do not drink, no hot head hobby is eating something delicious. Headache thing every day and 5-year-old daughter wits.
Background of the project
I believe we already know that, SAP acquired the company focused on Field Service Management (Field Service Management) company Coresystems (also known as Field Service Management, abbreviated FSM). So how do you get through the background S / 4HANA and reception FSM, to integrate the two products , it has become a priority.
Business scene
The integrated scenario is the Leading System S / 4HANA system, i.e., the starting point and the core flow. Businesses need to create and release the Service Order (service order) according to the same time to create and complete the Service Confirmation (service confirmation) FSM system based on the data provided in S / 4HANA years.
在另一端则是FSM系统，根据S/4HANA系统同步过来的Service Order和Item，分别生成Service Call(服务请求)和Activity(服务活动).FSM的调度员再根据Technician(技师)的时间、级别、资质等，分配不同的Activity，从而完成派工。Technician可以在手机App上查看每天分配的工作，上面包含客户的名称、需要上门维修的地址、联系方式等，以及计划开始和结束的时间、计划的Service Product(服务产品)、Expense(费用)、Spare Parts(备品备件)等等。
当Technician在客户现场完成维修，可以在手机App上填写维修时长、产生的费用,例如Technician前往客户现场的交通费、住宿费、餐费等等，以及所消耗的Spare Parts. FSM管理人员可以在后台查看并审批Technician提交上来的数据。审批通过之后，会同步回S/4HANA创建ServiceConfirmation。
在S/4HANA和FSM之间，采用SAP CPI(SAP Cloud Platform Integration)作为中间件来连接两端的系统。中间件的重要性不言而喻，它把应用开发人员从繁琐的基础服务中解脱出来，从而能够将精力集中到集成场景本身。特别是当两端系统的数据模型不匹配时，开发人员可以在CPI中完成复杂的数据模型的转换和匹配工作。而集成的两端系统也无需考虑对方系统API的类型和调用方式，而是在CPI做统一处理，从而减少了修改现有API所带来的工作量和风险。
想象这样一个场景，一个客户实施了S/4HANA Service Management和FSM，现在接到其客户的报修电话，需要维修一台空调。相关人员根据实际情况创建服务订单，在该订单被释放再保存完毕的时候触发CPI，通过CPIIFlow(Integration Flow)的建模，对S/4HANA端传送过来的数据根据两端系统的业务逻辑和字段含义等进行了进一步的处理和映射，最终发给FSM端，并调用FSM提供的API创建Service Call with activities (服务请求以及相应的活动).
创建好Service Call以后,调度员会将这个Service Call下的activity分配给对应的技师并进行release assignment操作，至此技师就可以在手持设备上接到通知，带上相应的工具备件出发去客户现场了，好像跟现在的外卖服务有点像？等到技师在现场的服务完成，会通过手持设备上报本次服务所产生的实际工时，费用，备件信息等并在现场让客户电子签名确认，在此期间可能还存在中途更换技师，或者添加技师的场景。接下来在公司接到该技师上报的数据以后，FSM审核人员会对数据进行审核，审核通过就会再次触发CPI的IFlow在S/4HANA创建Service Confirmation(服务确认).
在Service Confirmation的所有行项目都被确认完成以后，后续就是根据成本对象计算成本和进行对应的开票了。这单成本多少，收益多少一目了然。
这里有一个视频比较清楚的介绍了这个集成场景，欢迎大家观看：
https://sapvideoa35699dc5.hana.ondemand.com/?entry_id=1_4mkd59v2
本文着重从业务方面介绍了集成场景，后续会从技术和实施角度向大家继续介绍, 敬请期待。
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For more Jerry's original article, please pay attention to the public number "Wang Zixi":
