ServiceMax integration with Oracle EBS using SOA

Explore a use case and the steps to integrate ServiceMax with Oracle E-Business Suite R12.

Project Scope

A leading manufacturer of graphic and precision solutions had recently implemented ServiceMax to manage its after-sales operations more effectively.

Using Oracle E-Business Suite (EBS) as its back-office business system, they needed to integrate ServiceMax and Oracle EBS. The integration would eliminate the possibility of duplicate information being entered, and enable seamless exchange of data between both systems. ennVee built a holistic integration solution that automatically synchronizes the exchange of data between ServiceMax and Oracle EBS R12.

Client Snapshot

• Manufacturer of digital commercial printing equipment
• Location: Chicago, Illinois
• 1,000+ employees
• $500M (USD) Annual Revenue

Key Requirements

• Build interfaces between Oracle EBS and ServiceMax to ensure that order information is automatically sent from ServiceMax and received for processing in the Oracle Order Management module.
• Automatically synchronize the work order information between both systems.
• Handle errors, exceptions, and any reconciliation requirements.

ServiceMax to Oracle EBS Integration Solution Approach

ennVee created four interfaces to connect Oracle EBS with ServiceMax. We also automated the following processes

1. Raise and track service requests in ServiceMax and integrate the requests with Oracle EBS.
2. Ensure that the price of parts is in sync across both systems.
3. Send work order information to ServiceMax.
4. Create labor orders in Oracle Order Management before processing them for invoicing.
5. Validate the order, return the used parts to inventory, and take the line to closure in Oracle EBS.

Key business process functionalities addressed:

• A work order is entered into ServiceMax and a sales order is entered into Oracle EBS when a customer requests a parts installation.
• Each sales order entered into Oracle EBS will include the quantity of the order placed and picked by one of the engineers.
• An interface sends the information to ServiceMax and the work order number in ServiceMax is updated with the parts that are selected for installation.
• After the installation is done at the customer site, labor and expense charges are entered into ServiceMax for the respective work order.
• Information is brought into Oracle EBS to create a sales order for the invoices and labor charges.
• The engineer enters into the work order the parts used during the installation and then completes the work order.
• This information is also brought into Oracle EBS to perform a back order for any unused parts and to close the order line.
• To sync the prices of the parts in Oracle EBS and ServiceMax there is an interface that runs daily and sends over any parts that were recently added or underwent a price change.

ServiceMax to Oracle EBS Integration Process

ennVee built four interfaces to provide the following functionalities:

Interface 1 — Outbound from Oracle EBS (to extract the parts and pricing information to be sent to ServiceMax). Data will be extracted from Oracle EBS into a .CSV file, which will be sent to an inbound ServiceMax server via FTP.

Interface 2 — Outbound from Oracle EBS. Whenever a service request is raised for the installation of parts, a sales order is created in Oracle EBS. This order will have customer information, work order number, parts (item number), quantity, price, engineer bin location, shipped quantity, picked quantity, etc. All of this information is extracted and sent to ServiceMax via .CSV file.

Interface 3 — Inbound to Oracle EBS. An Order for Labor charge will be entered in ServiceMax and sent to Oracle EBS for a sales order creation. After, a sales order for the labor/service charges will be created in Oracle EBS and invoice-ready.

Interface 4 — The engineer will enter the parts used and all detailed information when the work order number is closed in ServiceMax. This information will be pushed to Oracle EBS, similar to the work order number, parts consumed, closing comments, work order closed date, etc.

Oracle EBS to ServiceMax Integration Process Diagram:

Outcome and Future Benefits

• Reduced manual intervention by automating the flow of data between both systems.
• Reduced operational costs (OPEX) through automation.
• Streamlined the process of raising and tracking Service Requests and accessing them in Oracle EBS.
• Accelerated business growth and yielded a faster transfer of data across the system.