Integration to Service Order Items 
Use
Service orders items can provide demands for the resource planning application. Use these tips to help plan integrating service orders items to the resource planning application.
Prerequisites
You must assign service process items as service tasks in order to have them appear in the resource planning application. The Method DEMAND_GET_DELTA in the BAdI CRM_SRV_SDL determines whether the service order item is relevant for scheduling. In the Standard implementation for RPA (Scheduling Engine WFDS):
· The item object type must be Service Process Item (BUS2000140).
· The transaction item must be flagged as relevant to resource planning. You can set this flag as a default value in customizing for the transaction item category.
· The transaction item must be released.
All service process items which fulfill these prerequisites are available to be displayed as service tasks in the service item list based on queries or search criteria used in the advanced search for demands. For more information, see Search for Demands.
Set the demand type for your organization’s implementation to service order items within the SAP IMG by choosing: SAP IMG ® Customer Relationship Management ® Workforce Deployment ® Service Resource Planning ® Basic Settings ® Specify Demand Types for Resource Planning.
Select the scheduling engine for the resource planning application by choosing SAP IMG ® Customer Relationship Management ® Workforce Deployment ® General Settings for Service Resource Planning ® Select Scheduling Engine and choose WFDS.
Set the RFC connection to the resource planning application by choosing SAP IMG ® Customer Relationship Management ® Workforce Deployment ® General Settings for Service Resource Planning ® Select RFC Connection.
To verify that the creation of service order items is working properly, use transaction SMQ1 and search for queues with the queue name CRM_BT_LRP* where * is the concatenated Order ID and Transaction type.
Activities
You must condense the data from the service order items to data which is relevant for scheduling by using the following customizing activities:
· Define Date Types
Define which date types are relevant for the service order items in the resource planning application using the customizing activity Define Date Types.
If a service order item has one of the customized date types, these date types are shown in the resource planning application in the demand header for service order items. These date types can also be used in any other customizing.
The date types are replicated. If this customizing changes all saved service order items, only the new service order items will have the date types and the old service order items will display the old date types.
· Specify Relevant Date Types for Selection Time Range
Define the time range for selecting service order items using the customizing activity Specify Relevant Date Types for Selection Time Range. You can use all date types customized in the customizing activity Define Date Types.
· Define Service Profiles for Scheduling
Define a time range for scheduling using the customizing activity Define Service Profiles for Scheduling. When the system uses the time range definition:
¡ The day types create the demand window time range.
¡ For manual assignments, the system generates a warning if the assignment is created outside this time range
¡ For automatic scheduling, the system tries to schedule an assignment in this time range.
This time range is defaulted for a resource search launched from the demand header. For more information, see Find Suitable Resources.
The time ranges are used for manual assignments, scheduling and act as the defaults for search and rank. The only time when the time range is not used is for appointment offerings where values exist for:
¡ Earliest Appointment Start (SRV_APPT_BEG)
¡ Earliest Appointment End (SRV_APPT_END)
This time range defines when a resource can arrive for an appointment, not the assignment.
· Define Object for Search and Display
Define which technical object is used from the object sets of the service order item using the customizing activity Define Object for Search and Display. The object of the service order item should be one of the following:
¡ IBase
¡ IBase Component
¡ IObjects
· Specify Partner Function Category
Define whether the customer in the resource planning application is a Ship to party or a Sold to party using the customizing activity Specify Partner Function Category.
· Define Location of Service to be Performed
Define the location of the service using the customizing activity Define Location of Service to be Performed. The system uses this location to determine the:
¡ Service area
¡ Address data
¡ Geo-codes
This data can be used in searches for service order items and during the determination of distance in the find and rank processing.
You can change the location. If the location behind an object has changed, you can update the corresponding location with the report WFDS_DEMAND_ADDRESS_UPDATE.
· Business Add-In: Derive Service Area
Define how the system determines a service area using the Business Add-In: Derive Service Area.
· Schedule Items Automatically
Define if the service order items are scheduled during the creation of the service order item using the customizing activity Schedule Items Automatically. When selected for automatic scheduling, the system schedules the service order item when it is relevant for resource planning the first time it is entered for processing.
· Select Active Functions for Scheduling Engine
Activate appointment scheduling using the customizing activity Select Active Functions for Scheduling Engine. This is the only resource planning application function to set within this activity.
· Manage Parameters for Appointment Scheduling
Define how the parameters are handled on the UI using the customizing activity Manage Parameters for Appointment Scheduling. Using this activity, you can customize a different behavior for ICSS and Interaction Center.