2905600 - Ticket Service Item Planned Quantity is Converted when Updated from FSM

When updating ticket with data from FSM system, the Item Planned Quantity unit get's converted.

SAP Cloud for Customer

1. Navigate to Service work center.
2. Navigate to Tickets work center view.
3. Search and open the ticket.
4. Attach an item to the ticket.
5. For that item, select the quantity type as Quantity Unit
6. Release the ticket to FSM.
7. Once the agent completes the ticket in FSM, it is sent back to C4C.
8. When the Ticket is updated the Quantity changes from Activity unit to Hour(s) and a conversion is made.

In C4C users can maintain a service item with planned quantity unit of measure which is of time type like "mins", "hours", "days", "weeks" etc and also a unit of measure like "each" (if a quantity conversion from each to time type is available in the product which is used in the item).

However the corresponding entity in FSM (which is activity original estimate) can handle it only in "hours" and "mins". Once a service item is replicated to FSM, all follow up actions (change in dates, planning, scheduling, execution etc.) on the corresponding activity (field service process) will happen in FSM.

Hence FSM updates to the activity have to flow back to the C4C service item. Since FSM is able to handle it in hours hence the unit of measure gets updated back to C4C service item as hours. Please note that FSM actually converts every thing into minutes (in the outbound) and sends it back.

This is the system expected behavior.

C4C; Item; Planned Quantity; Unit of Measure; Unit; FSM; Ticket; Service; Hours; Minutes; Days; Weeks; Conversion; Service Request; , KBA , LOD-CRM-SRP-CSI , Integration of service ticket with Core systems , How To

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