3104358 - Release to FSM Action and FSM Relevance Column Missing for Service Ticket and Tickets for Customer Support Activity

You notice that the Release to FSM action, in your service tickets, is not available and is grayed out in the actions list, during the Adaptation Mode.

Similarly, you notice the FSM Relevance column is not available in the Tickets for Customer Support activity, in your Business Configuration. The same is also grayed out in the columns list, during the Adaptation Mode.

SAP Cloud for Customer

1. Navigate to Business Configuration work center.
2. Navigate to Overview work center view.
3. Search for Tickets for Customer Support.
4. Open the activity.
5. Click Maintain Item Processing Code.
6. See the FSM Relevance column is not available.

1. Navigate to Service work center.
2. Navigate to Tickets work center view.
3. Open any ticket.
4. Click Actions.
5. See the Release to FSM option is not available.

There are a missing scoping elements which are required to be enabled in your implementation project.

In order to adjust the scoping, follow the steps below:

1. Navigate to Business Configuration work center.
2. Navigate to Implementation Projects work center view.
3. Select the current project / initial implementation.
4. Click Edit Project Scope.
5. Navigate to Step 3 - Scoping.
6. Expand Service.
7. Expand Customer Care.
8. Select Service and Repair.
9. Scope this option.
10. Expand Communication and Information Exchange
11. Then expand Integration with External Applications and Solutions
12. Scope Integration with SAP Field Service Management
13. Navigate to Step 4 - Questions.
14. Scope the relevant FSM questions for the Integration with SAP Field Service Management elemented presented above.
15. Save the changes.

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SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions