The Work Management Interface enables the two-way exchange of data between the R/3 Maintenance and Service Management (MSM) system and Computer-aided Scheduling and Dispatch/Mobile Feedback (CSD/MF) software.

The interface comprises functions and data required for automatic dispatching, travel directions and routing, communication over various radio frequency (RF) networks, and the support of customized (for example, pen-based) technician interfaces. The interface also supports the extraction of assignments, absence information and qualifications for staff assigned to specific work centers or associated hierarchies.

The interface is available from Release 4.6 and is of particular interest for companies with high volumes of field work that are executed by a large, mobile force of technicians, especially where travel time is a significant productivity factor. Many large field service organizations such as utility and telecommunications companies already use CSD/MF systems in their business.

Data is exchanged in a manageable and efficient manner. The interface can be enhanced and expanded to meet specific customer requirements. SAP supports the extension of IDocs to support customer-specific fields and segments. List-editing screens are provided to drive the underlying outbound functions.

SAP provides a process by which IDocs can be created from any standard BAPI. Through the use of IDocs, a batch transfer mechanism can be defined which includes a control function that easily identifies and corrects any processing errors.

The first version of the Work Management Interface does not support:

• The creation of new work orders/operations in the R/3 System from the CSD system
• Changes to the order settlement rule in the R/3 System from the CSD system
• The use of network activities as work requests
• Work appointments
• External service timesheet entry
  

The value of the interface is dependent on the following:

1. The SAP System must provide a geographical reference for the work location (for example, using address extension fields or characteristics).
2. The relationship between the field technicians and their geographical service area must be stored in the CSD/MF system.
3. The CSD/MF system must support work dependencies/relationships.
4. All work requests must be created in the SAP System before they can be dispatched.
5. Although the interface functions with dispatch-only products, it is recommended that a mobile feedback tool be provided to the field technicians, and that they return completion and status information through the system from which they were dispatched.
6. The use of notifications as work requests requires corresponding work estimates to be stored in the CSD/MF system.
7. Costs can be charged to a 'standing order' if one is identified in the technical object.