Service Engineer Assignment - CRM Appointment Synchronization

The Service assignment and CRM appointment are integrated so that service assignments are visible as appointments in CRM. Consequently, the (planned) visits made to the customer and the new task assigned to the service engineer is visible to the CRM representative. The schedule of the service employee can also be synchronized with the Outlook, through the CRM appointments.

Create Service Engineer Assignment

To process service engineer assignment in CRM:

  • Appointment

    When a service engineer assignment is manually created using the Service Engineer Assignments (tssoc2505m000) session or generated from the orders session and the Create CRM Appointments for Service Assignments check box is selected in the Resource Management Parameters (tcrac0100m000) session, an activity of the Type Appointment is created in the Activities (tccom6100m000) session. The appointment related data is populated in the activities session, with the information such as Subject, Location, Status, Start Date, End Date, Show Time As, Information and Business Partner.

Note: 
  • The planned start time and planned finish time is synchronized with CRM as the start date and end date.
  • The value in the CRM appointment Business Partner field in the Activities (tccom6100m000) is defaulted from the sold-to business partner of the service order/MSO.

  • Attendees

    The value in the meeting Organizer field in the Activities (tccom6100m000) session is defaulted from the Organizer of CRM Appointments field in the Resource Management Parameters (tcrac0100m000) session. The engineer linked to the assignment acts as the meeting attendee. When the engineer of the assignment is the meeting Organizer, only one attendee record is created in the Attendee (tccom6105m000) session.

    Each service engineer assigned to the same order activity is also added as appointment attendee. The email address of these co-workers are not specified in the Attendee (tccom6105m000) session, so that appointments are not displayed in the Outlook, twice.

Note: If the Include Sold-to Contact as Appointment Attendee check box is selected in the Resource Management Parameters (tcrac0100m000) session, the Sold-to BP contact of the order is also added as the meeting attendee.

  • References

    As an appointment reference, the attributes identifying the service assignment, order number, activity line number and assignment number, are specified according to the following mapping in the References by Activity (tccom6115m000) session.

    • Type
    • Sequence
    • Remark

    For an appointment reference, the planned finish time of the service order/work order is displayed as an Appointment Due Date in the Activities (tccom6100m000) session .

  • Order Relations

    When the appointment is created successfully, the link between the service assignment and the appointment is created in the Related Orders (tsmdm4500m000) session.

Update Service Engineer (Activity) Assignment

You can change the assignment data and the order activity line data. Therefore, these changes must be synchronized to the related CRM appointment. The appointments generated from a service assignment can only be updated from Service. A change in the planned dates in Service always overwrite the CRM appointment dates.

When another engineer is assigned to an existing order assignment, the changes are updated in the Attendee (tccom6105m000) session. The previous engineer is removed as meeting attendee and the new engineer is added as attendee.

The CRM appointments are synchronized if the information on the order header and order activity that is relevant to the CRM appointment is modified. If, on the order header information such as sold-to BP, Ship-to BP, contact or address, is modified, all the related CRM appointments are synchronized. The same applies to the data modified on the activity level. The information about the related appointment is available in the Related Orders (tsmdm4500m000) session.

The changes on the header and activity can trigger an update to multiple CRM appointments. Most of these changes are displayed in the appointment Information field in the Appointment (tccom6600m100) session.

Note: When the Status for the service engineers is set to Completed in the Service Engineer Assignments (tssoc2505m000) session, the Status of the meeting in CRM is set to Held in the Activities (tccom6100m000) session.

Delete Service assignment

When a service assignment is deleted, the related CRM appointment is also deleted, if the Order Status of the service or work order is other than Completed, Costed or Closed.

Synchronize CRM Appointment update to Service assignment

The start and end date of the CRM appointment is updated, if meeting organizer modifies the outlook appointment.

When the Update Service Assignments with CRM Appointment Dates check box is selected in the Resource Management Parameters (tcrac0100m000) session, the changed appointment start and end date are synchronized to the originating service assignment.