SAP Cloud for Customer What's New

Create Follow-Up Service Order in SAP S/4HANA Cloud

Create a follow-up SAP S/4HANA Cloud Service Order from SAP Cloud for Customer ticket in order to do the service and part planning directly in SAP S/4HANA Cloud.

This feature includes only ticket header information like customer, subject, description, and priority etc. You can also view the service order from the document flow, and navigate directly to the service order opening the service order in a separate browser tab.

You can leverage the contact center capability of SAP Cloud for Customer, and do the follow-up service and part planning in SAP S/4HANA Cloud.

Scope and Configure

You can now set up the following the steps:
  1. Set create follow up documents for service ticket in scope
    1. Go to Start of the navigation pathBusiness Configuration Next navigation step Implementation ProjectsEnd of the navigation path. Select your project and navigate to Start of the navigation pathEdit Project Scope Next navigation step Questions Next navigation step Integration with External Application and Solutions Next navigation step Integration into Sales, Service, and Marketing Processes Next navigation step Service Tickets groupEnd of the navigation path and select the scoping question:

      Do you want to create follow-up documents for service tickets from your cloud solution to an external application?

  2. Configure Communication Arrangement
    1. Go to Start of the navigation pathAdministrator Next navigation step General Settings Next navigation step Integration Next navigation step Communication ArrangementEnd of the navigation path.
    2. Select the communication Scenario: Create Service Order in SAP Business Suite.
    3. In the Define Business Data step, select the communication system for SAP S/4HANA Cloud, set SAP on-premise Integration as Code List Mapping.
  3. Configure the ticket type, and set External Service Order relevant to the ticket type
    1. Go to Start of the navigation pathBusiness Configuration Next navigation step Fine-tune activity Next navigation step Tickets for Customer Support Next navigation step Maintain Document Types Next navigation step Set your document type to allow creating External Service Order End of the navigation path
  4. Maintain the Code List Mapping
    In the fine-tune activity Code List Mapping for Integration with External Applications and Solutions, for the Mapping Group column, filter by SAP on-premise Integration, and then maintain the following code list mapping:
    1. Division Code
    2. Distribution Channel Code
    3. Priority Code
    4. BusinessTransactionDocumentProcessingTypeCode
  5. Configure and deploy the iflow in your CPI tenant.
    1. Make sure the following Integration Flow in the SAP Cloud for Customer Integration with SAP S/4HANA Cloud is deployed in your CPI tenant and correctly configured:

      Create Follow up Service Order in SAP S/4HANA.

Technical Details

Solution

Service

Area

Integration with SAP S/4HANA

Link to Demo

Reference Number

Type

New

Valid as Of

2020-08-01

Integration Information

Solutions Integrated with

SAP S/4HANA

Communication Scenario /

Create Service Order in SAP Business Suite

Communication Arrangement Filters

Interfaces / Cloud Integration iFlow / PI Operation Mapping

Source Interface Middleware Mapping Target Interface