FSM connector settings to achieve integration between FSM ,SAP Service cloud and S4 Hana on Premise

[pooja_navelkar]

Hello All,

We have requirement to connect SAP FSM with SAP Service Cloud and S4Hana On Premise system. SAP has provided standard integration packages for both integration, FSM- C4C and FSM-S4. But as per the standard integration documents , FSM connector is to be enabled and configured with different integration type and URL in both integration packages. For S4 integration-Integration type S4 OP,URL of S4 integration package iflow For C4C integration-Integration type C4C,URL of C4C integration package iflow In FSM for one company we can only setup one FSM connector with one integration type at a time.Do we need to create 2 different companies for this? How do we achieve this integration where we need to connect all 3 systems- FSM ,Service cloud and S4 using the iflows provided by SAP?

Thanks in Advance,

Pooja

[MA1]

Hi,

I’m facing the same case, but the point here is that, can we apply crowd service in such case? Also is there any update in 2024 Roadmap that can support this kind of integration?

[former_member603452]

Dear All,

Facing the similar situation as above discussed , do we have a way out

service order from S4 to which object should it integrate with if service call from FSM is integrate with Service Cloud

Regards

Waseem

[wolfgang_runge]

Desr all,

Pooja has a bery valid case here. According to roadmaps the scenario should work from C4C via S/4 Service to FSM and back.

But as far as know the integration between C4C and S/4 is not yet existing.

If you connect as you proposed C4C with S/4 and with FSM is there a way to get confirmations (time, costs, material) from FSM via C4C to S/4? Usually the S/4 service order is used to collect all costs and used material in order to generate invoices and show revenues and costs.

So what is the flow you are developing to integrate all 3 systems? Or should we recommend to only use 2 systems?

Best regards

Wolfgang

[former_member732804]

Hi Maarten,

Currently we do not have any plans for FSM Connector to be connected both to S4 Service and SAP Service Cloud for the same FSM company. This configuration potentially creates a lot of issues that would need to be solved -> so this is not straightforward, e.g. how master data will be handled, which system will be the owner of the Service Order, which process should we follow (S4 Service or Service Cloud).

Right now for an FSM company you can only have one leading system/ERP. In already working scenario S4 - Service Cloud (C4C) - FSM, the FSM communicates directly with C4C for all tickets/service calls/confirmations. Service Cloud is synchronized with S4 to make sure S4 is also up to date (in regards to used material).

Best

Cezary

[MA1]

Hi,

I’m facing the same case, but the point here is that, can we apply crowd servicr in such case? Also is there any update in 2024 that can support this kind of integration?

[l_hubacher]

Dear Pooja,

for the standard scenario, where you have FSM - Service Cloud (C4C) - S/4HANA OnPremise, the leading system is Service Cloud (C4C). I would recommend you to look at connecting Service Cloud (C4C) to S/4HANA OnPremise and Service Cloud (C4C) to FSM. You can find more information on https://help.sap.com/viewer/product/SAP_CLOUD_FOR_CUSTOMER/CLOUD/en-US?task=integrate_task

Best regards,
Lucas Hubacher

[mloeckx]

Hi l.hubacher ,

Thanks for the clarification. If there anything on the planning to change this behavior in the future (example: make multiple connections via FSM connector possible)? I can imagine there are problems with this set up when S4HANA is the master system for all the master data and ideally the master data is integrated with the source/master system directly.

example 1: all customers, employees, equipments... are mastered in S4HANA. With this set up you have S4 --> C4C --> FSM for these master data objects but what you want ideally is
S4 --> C4C

S4 --> FSM

In addition, how should the FSM connector that the confirmations of the service calls (material, expense, ...) are to be send to S4HANA with the correct payload if the connector is configured for C4C? Would this confirmation go in the opposite direction as for the master data, i.e. confirmation FSM --> C4C --> S4HANA?

thanks in advance,

kr,

Maarten