## Customer Service Manager Web Service

This chapter provides an overview of the Customer Service Manager web service, lists prerequisites, and discusses these web service operations:

- getServiceOrder

- processServiceOrder

- getCommitmentDateTime

### Understanding the Customer Service Manager Web Service

The CustomerServiceManager web service (JP170000) manages the processing of customer service-related web service operations. This table includes a description of the customer service web service operations:

Operation | Description
getServiceOrder | Use this operation to query the JD Edwards EnterpriseOne database for existing service orders, along with labor and parts information.
processServiceOrder | Use this operation to complete these tasks within the JD Edwards EnterpriseOne Service Management system: Add, change or delete service orders. Add, change or delete related labor lines. Add, change or delete related parts lines.
getCommitmentDateTime | Use this operation to calculate the commitment date and time for a service order. The system calculates the commitment information using data from the EnterpriseOne service agreement for the specified customer or site.

Note. In the EnterpriseOne system, work orders are stored in the Work Order Master table (F4801). When you create a work order, you must specify the document type that is associated with the work order. The system uses the value in the Document Type field (DCTO) to determine the order type of the work order.
You use the Document Type Maintenance program (P40040) to maintain document type information. Document type records are stored in the Document Type Master table (F40039). When you enter a document type into the system, you can associate that document type with an order type. Order types might include manufacturing orders, equipment orders, and service work orders. To specify that the document type is associated with service work orders, enter 05 in the Order Type field.
The getServiceOrder and processServiceOrder operations process only those work orders that have been defined as service work orders. Service work orders must include a document type that is associated with an order type of 05.

See Setting Up Service Management.

Accessing Javadoc for the Customer Service Manager Web Service Operations

To access Javadoc for the Customer Service Manager web service and its related operations, review these Javadoc packages:

- JP170000 (CustomerServiceManager)

- J1700010 (processServiceOrder)

- J1700020 (getServiceOrder)

- J1700030 (getCommitmentDateTime)

See Accessing Javadoc for Business Services.

Reviewing Input and Response Interfaces

To review information about the classes and fields that are used by these web service operations, you can review the input and response interface tables. Input and response interface tables list the classes and fields used by each operation, the key fields, the data types of each fields, and which fields or classes are required for each action.

See Accessing Additional Information about Business Services, Appendix A: Input and Response Interfaces.

### Prerequisite

Before using the Customer Service Manager web service, or any of the related web service operations, you must install and configure the Service Management system. Additionally, you must verify that you are using document types associated with order type 05 to identify service work orders.

See Setting Up Service Management.

### getServiceOrder

This section provides an overview of the getServiceOrder web service operation and lists prerequisites.

#### Understanding the getServiceOrder Web Service Operation

The getServiceOrder web service operation is a database query operation that enables consumers to query the JD Edwards EnterpriseOne Service Management system to retrieve existing service orders, along with related parts and labor information.

If the operation is successful, the system returns zero to many records to the consumer. You can specify the maximum number of service orders to return during a query using the Max Rows business service property. If the operation fails, the system returns an error message to the consumer.

Setup Considerations

Before you use this operation, you can set business service properties to specify how many records the system returns when you query the EnterpriseOne database. This table includes information about the business service properties used by the getServiceOrder operation:

Group | Key | Description | Default Value
J1700020 | J1700020_MAX_ROWS | Use this business service property to specify the maximum number of service order records that the operation returns when querying the EnterpriseOne database. Note. This business service property limits the number of service order header records that are retrieved. It does not limit the number of labor or parts lines that are retrieved. Therefore, the number of rows that the system returns, including order headers, parts lines and labor lines, could be significantly higher than the value in this constant. | 0:Return all rows.

Note. It is strongly recommended that you set this business service property to a value other than 0 (zero). If you leave this value set to 0, the system returns all matching header records, along with any associated labor and parts records. Additionally, it is recommended that you specify selection criteria when you query the EnterpriseOne database. The system returns an error if you perform a query with no selection criteria and this business service property is set to 0.

Implementation Details

The following table includes information that can help determine whether the getServiceOrder operation is functioning correctly:

Question | Answer
How can I tell if the operation completes successfully? | If the operation completes successfully, the system returns records that match your search criteria. These records include all of the fields that are listed in the response interface for this operation. However, some of those fields can contain blank or zero values, depending on the data that exists in the EnterpriseOne system. At a minimum, if the query finds matching records, the system returns non-zero values for these fields: documentNumber laborLineNumber operationTypeCode businessUnit partsLineNumber Note. If the system does not return any errors or records, verify that you have entered selection criteria and that the Max Rows business service property is set to a value other than 0.
If I encounter errors while processing a transaction, do I need to reverse the transaction? | This is a database query operation that does not perform transactions. If you encounter errors during processing, review your search criteria and business service property settings and try your query again. If the operation does not return any records, verify that records matching your query exist in the JD Edwards EnterpriseOne database.
Does this operation use record reservation? | No. This operation does not reserve records that are returned in a query.

### processServiceOrder

This section provides an overview of the processServiceOrder web service operation, lists prerequisites, and discusses how to set processing options for CRM Service Order Integration Processing Options (P1702650).

#### Understanding the processServiceOrder Web Service Operation

The processServiceOrder web service operation is an inbound transaction operation that enables consumers to process service order information within the JD Edwards EnterpriseOne system. The consumer can complete these tasks in the JD Edwards EnterpriseOne Service Management system:

- Add, change or delete service orders.

- Add, change or delete labor lines that are associated with a service order.

- Add, change or delete parts lines that are associated with a service order.

Setup Considerations

Before you use this operation, you can set business service properties to specify how the system processes service order information. This table includes information about the business service properties that the processServiceOrder web service operation uses:

Group | Key | Description | Default Value
J1700010 | J1700010_SERVICE_ORDER_INT | Use this business service property to specify which version of the CRM Service Order Integration Processing Options program (P1702650) the operation uses. | ZJDE0001
J1700010 | J1700010_BYPASS_WARNINGS | Use this business service property to specify whether the system ignores warnings that are generated in the EnterpriseOne system during processing. If you want the operation to stop processing upon receipt of a warning, set this property to 0 or leave it blank. Using this setting, the operation stops processing and returns the warnings to the consumer. | 1: Bypass warnings.

Implementation Details

The following table includes information that can help determine whether the processServiceOrder operation is functioning correctly:

Question | Answer
How can I tell if the operation completes successfully? | If the operation completes successfully, the system returns a confirmation message to the consumer. The return message includes all of the fields that are listed in the response interface for this operation. However, some of those fields can contain blank or zero values, depending on the data that exists in the EnterpriseOne system. At a minimum, the system returns non-zero values for these fields: documentNumber laborLineNumber operationTypeCode businessUnit partsLineNumber
If I encounter errors while processing a transaction, do I need to reverse the transaction? | This operation uses standard transaction processing with auto-commit. Therefore, if you encounter errors during processing, the system does not update any information in the JD Edwards EnterpriseOne system. No manual update is necessary.
Does this operation use record reservation? | This operation calls the Work Order Integration business function (N1702650). This function reserves records in the EnterpriseOne system when the operation is changing or deleting existing data.

#### Setting Processing Options for CRM Service Order Integration Processing Options (P1702650)

You use processing options to specify default values that a program uses when processing information.

Service Order Tab

1. Order Type | Use this processing option to specify the default document type that the system uses when you enter a work order. This code also indicates the origin of the transaction. Enter a value from UDC 00/DT.
2. Service Type | Use this processing option to specify the default order type that the system uses when you enter a work order. The order type indicates the type classification of a work order or engineering change order. You can use work order type as a selection criterion for work order approvals. Enter a value from UDC 00/TY.
3. Priority | Use this processing option to specify the default work order priority that the system uses when you enter a work order. This code indicates the priority of a work order or engineering change order in relation to other orders. Enter a value from UDC 00/PR.
4. Primary Service Provider | Use this processing option to specify the Address Book number of a manager or a planner that the system uses as a default when you enter a work order.
5. Secondary Service Provider | Use this processing option to specify the address book number of the supervisor that the system uses as a default when you enter a work order.
6. Primary Technician | Use this processing option to specify the address book number of a person that the system assigns to do the work when you enter a work order.
7. Secondary Technician | Use this processing option to specify the address book number of an inspector that the system uses as a default when you enter a work order.
8. Type Bill of Material | Use this processing option to specify the default parts list that the system uses when you enter a work order. The parts list is a user defined code that designates the type of bill of material. Enter a value from UDC 40/TB.
9. Type Routing | Use this processing option to specify the labor detail that the system uses as a default when you enter a work order. The system retrieves the labor detail for the work order header and uses it to identify the requested service. Enter a value from UDC 40/TR.
10. Entitlement Checking | Use this processing option to determine whether the system performs entitlement checking and the preferred method. Values are: Blank: Bypass entitlement checking. 1: Check entitlements using the Entitlement Dates table (F1791). 2: Check entitlements without using the Entitlement Dates table.
11. Category Code 01 through 20. Category Code 10 | Use these processing options to specify user-defined default information that the system uses when creating a work order.
21. Business Unit | Use this processing option to specify the default business unit, which the system uses when it creates a new service order. You must specify a business unit that exists in the Business Unit Master table (F0006).
22. Branch | Use this processing option to specify the default branch that the system uses when it creates a service order. You must specify a branch that exists in the Business Unit Master table (F0006).
23. Default Service Provider | Use this processing option to specify the default values for manager and supervisor addresses on the work order. Values are: Blank: The system does not supply defaults for the manager and supervisor addresses. 1: The system uses defaults for the manager and supervisor addresses based on this hierarchy: First: The system uses the values for the manager and supervisor from processing options. Second: The system uses the manager value from the SWM Address Book extension record for the customer. Third: The system uses the manager value from the equipment record. Fourth: The system uses the values for the manager and supervisor from the Work Order Default Coding File table (F48001), based on category codes 1, 2, and 3 from the work order. Note. The system uses the Assigned To address value from processing options first, and information from the equipment record second.

### getCommitmentDateTime

This section provides an overview of the getCommitmentDateTime web service operation and lists prerequisites.

#### Understanding the getCommitmentDateTime Web Service Operation

The getCommitmentDateTime web service operation is an inbound transaction operation that enables consumers to calculate the commitment date and time for a given service order. The system calculates the commitment information using the date and time that the specified service order was entered into the system along with the commitment information from the customer or site's service contract, which is stored in the JD Edwards EnterpriseOne Service Management system.

If the system encounters errors during processing, those errors are returned to the consumer.

Supported Functionality

This section discusses the functionality that the getCommittmentDateTime operation supports.

Note. If functionality is not explicitly documented as supported functionality, it is to be understood that the functionality is not supported by the integration solution.

This operation supports time calculations using time zones and daylight savings rules. Thresholds are supported only if the consumer does not pass in a start date.

Setup Considerations

Before you use this operation, you can set business service properties to specify how the system calculates commitment information. This table includes information about the business service properties that the getCommitmentDateTime web service operation uses:

Group | Key | Description | Default Value
J1700030 | J1700030_UTC_TIMEZON_DAYLIGHTSAVINGSRULE | Use this business service property to specify the UTC time zone and daylight savings rule that the operation uses when displaying the commitment date and time to the consumer. Note. You can specify the time zone only, or the time zone and the daylight savings rule. To specify both pieces of information, enter the time zone followed by “|”, and then enter the daylight savings rule. For example, enter 26|USA for time zone 26 and daylight savings rule USA. | 26: Greenwich Mean Time Note. Other values for this business service property are stored in UDC table H91/TZ.
J1700030 | J1700030_BYPASS_BSFN_WARNINGS | Use this business service property to specify whether the system ignores warnings that are generated in the EnterpriseOne system during processing. If you want the operation to stop processing upon receipt of a warning, set this property to 0 or leave it blank. Using this setting, the operation stops processing and returns the warnings to the consumer. | 1: Bypass warnings.

Implementation Details

The following table includes information that can help determine whether the getCommitmentDateTime operation is functioning correctly:

Question | Answer
How do I know if the operation completes successfully? | If the operation completes successfully, the system returns a confirmation message to the consumer. The return message includes all of the fields that are listed in the response interface for this operation. However, some of those fields can contain blank or zero values, depending on the data that exists in the EnterpriseOne system. At a minimum, the system returns non-zero values for these fields: dateCommitment timeCommitment
If I encounter errors while processing a transaction, do I need to reverse the transaction? | This operation uses standard transaction processing. Therefore, if you encounter errors during processing, the system does not update any information in the JD Edwards EnterpriseOne system. No manual update is necessary.
Does this operation use record reservation? | No. This operation does not reserve records that are used to calculate commitment information.

#### Prerequisites

Before using the getCommitmentDateTime operation, service contracts with commitment information must exist in the EnterpriseOne system. Additionally, you must set up service and warranty constants, time zone information, and contact coverage.

See Managing Contracts, Setting Up Service and Warranty Constants.