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Function documentationIntegration with Service Order Items Locate this document in the navigation structure

 

Service order items can provide demands for the resource planning application (RPA). The following information explains how you can integrate the planning of service order items with the RPA.

Prerequisites

  • In terms of service transaction items, you must ensure the following:

    • The item object type must be Service Process Item (BUS2000140).

    • The transaction item must be flagged as relevant for resource planning. You can set this flag as a default value, in Customizing for the transaction item category.

    • The transaction item must be released.

    You can display all service process items that fulfill these prerequisites, as service demands in service resource planning. For more information, see Searching for Demands.

  • In Customizing for Customer Relationship Management, select the Scheduling Engine for the RPA, by choosing   Workforce Deployment   General Settings for Service Resource Planning   Business Add-Ins (BAdIs)   Select Scheduling Engine  . Then choose WFDS.

  • If you use an external Scheduling Engine, set up the RFC connection for the resource planning application, by choosing   Workforce Deployment   General Settings for Service Resource Planning   Scheduling Engine   Select RFC Connection  , in Customizing for Customer Relationship Management.

  • To ensure that service order items are created correctly, use transaction SMQ1 to search for the queue name CRM_BT_LRP*. The asterisk stands for the combination of order ID and transaction type.

Activities

You must compress the data from the service order items in such a way that the system takes only the data relevant for scheduling into account. To do so, make the necessary settings in the following Customizing activities:

  • Define Date Types

    Using this Customizing activity, you can define which date types are relevant for the service order items in the resource planning application.

    If a service order item contains one of these customized date types, the corresponding date type is shown in the resource planning application, in the demand header for service order items. These date types can also be used in other Customizing activities.

    Note Note

    The date types are replicated. If this Customizing changes all saved service order items, only the new service order items contain the date types. The old service order items contain the old date types.

    End of the note.

  • Specify Relevant Date Types for Selection Time Range

    Using this Customizing activity, you can define a time range for service order items. You can use all date types defined in the service order from activity Define Date Types.

  • Define Service Profiles for Scheduling

    Using this Customizing activity, you can define a time range for scheduling. When the system uses the time range definition:

    • The date types create the demand window.

    • For manual assignments, the system generates a warning if an assignment is created outside the relevant time range.

    • With automatic scheduling, the system tries to schedule only those assignments within the specified time range.

    This time range is also proposed for the resource search that is launched using the demand header. For more information, see Find Suitable Resources.

    The time ranges are used for manual assignments and scheduling, and act as the defaults for the find and rank function. Appointment scheduling is the only area in which the time range is not used. The following values are defined for this:

    • Earliest Appointment Start (SRV_APPT_BEG)

    • Latest Appointment Start (SRV_APPT_END)

    This time range defines when a resource can arrive for an appointment, not the assignment itself.

  • Define Object for Search and Display

    Using this Customizing activity, you can define which technical object from the service order item's object groups should be used. Use one of the following objects as the object of the service order item:

    • Installed base

    • Installed base component

    • Objects

  • Specify Partner Function Category

    In this Customizing activity, you define how the term Customer is understood in the resource planning application (RPA). The customer can be either the ship-to party/service recipient, or the sold-to party. The system uses this information for display purposes and selection purposes.

  • Define Location of Service to be Performed

    Using this Customizing activity, you can specify the location of the service. The system uses this location to determine the:

    • Service area

    • Address data

    This data can be used in searches for service order items, and for the determination of distance in find and rank processing.

    Note Note

    You can change the location. If the location related to an object has changed, you can update the corresponding location with the program WFDS_DEMAND_ADDRESS_UPDATE.

    End of the note.

  • Business Add-In: Derive Service Area

    Using this Business Add-In, you define how the system determines the service area.

  • Schedule Items Automatically

    Using this Customizing activity, you can specify whether the service order items are scheduled when you release the service order. If you select automatic scheduling, the system schedules the service order item when it is released, if it is relevant for resource planning.

  • Select Active Functions for Scheduling Engine

    Using this Customizing activity, you can activate appointment scheduling.

    Note that the other indicators in this activity are not supported.

  • Manage Parameters for Appointment Scheduling

    Using this Customizing activity, you can define how the relevant parameters are handled on the user interface. You can use this activity to define different behavior for both e-service and the Interaction Center.