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The 1608 SAP Hybris Cloud for Service (& Social) release is full of great capabilities, new and enhanced functionality, as well as integration extensions across both Customer Service and Field Service scenarios. We are excited to provide a blog series for this release. On the SAP Hybris Cloud for Service side - the following blogs will be available in the What's New in 1608 SCN Blog Series:

  • Customer Service
  • Contracts & Maintenance Plans
  • Resource Scheduler
  • Offline Enablement
  • Ticket Enhancements
  • Installed Base/Registered Products
  • Time recording

Below is an overview of the ticket enhancements. These are focused on further enabling end-to-end processing, in particular in combination with new features such as Item Processing Codes. I will cover that topic in this blog. Although I will not cover all the features in this blog – only the ones in blue below, please reference the knowledge management link at the end of this blog for further information and details on all our new features and enhancements.

Multiple Objects on a Ticket

This enhancements extends the ticket object assignment to include multiple objects. A “Main object” is still needed and only one assigned object can be set to 'main' in order to enable contract and warranty determination and also object display on the overview facet of the ticket.  Now it is possible to add more objects into the objects facet. These objects can be a Registered Product, Product, Installation Point and/or Installed Base.

With the ability to add multiple objects, the ticketing process is streamlined, reducing the need for multiple tickets for each object when appropriate. Additionally, we have extended the SAP ECC integration to include this functionality. The equipment number on the header (main object) is included in the ECC Internal Order integration and the equipment number on the item level is included in the ECC Billing Request. Please also be considerate of some restrictions as many processing activities and displays are still based only on the “Main” object. See below for your reference.

Item Processing Code Types

Three new items types have been introduced, each impacting ticket item processing. They are:

  • Pricing Relevant
  • ERP Relevant
  • Scheduling Method (auto schedule)

In prior releases if pricing and ECC integration were defined, all items were considered relevant. As this is not always the case, it is now configurable. The Scheduling Method item type includes 3 options:

  1. Manual (for items checked as "scheduling relevant" prior to 1608)  the item is allowed for manual scheduling,
  2. No Scheduling - where the item is never scheduled
  3. Auto Schedule – where the item is automatically scheduled, which nicely aligns with items that are relevant in maintenance plans where tickets are automatically generated for regular maintenance type service.

With an item type defined with the Auto scheduling flag checked, once the ticket is “released for scheduling” the demand is released to the Resource Scheduler and automatically scheduled. The Resource Scheduler will assign the demand to the technician resource with the least amount of assignments during the desired service window. Additionally, PDI can be used to extend the resource assignment logic. Below is an example and where to configure.

Multiple Signature Capture in Summary (Required Process Change)

In 1605 the ability to capture multiple signatures was introduced. We have a process change in 1608 that is relevant for any users of this feature. Previously, signatures were captured and attached to the relevant ticket separate from the generated PDF summary. In 1608 the two processes have been consolidated into one step including only one attachment, the PDF Summary with the signatures included. This ensures that any signatures captured are relevant only to the generated PDF Ticket Summary. Please also note that offline signature capture is still available, however generating a PDF Ticket Summary offline is not yet available.

Error Safe Email Threading

This enhancement minimizes the possible errors that would prohibit an email from becoming a new ticket or being added to an existing tickets. When an attachment is identified as ‘dangerous,’ it will be removed without stopping the email-to-ticket process. Additionally, any issue in the email process will generate a notification to the administrator.

That's all for the coverage on 1608 Ticket Enhancements in this blog. Be sure to reference the documentation for details and the complete set of enhancements: