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service Resource Planning Integration Information Integration to cProjects Integration to Service Order Items Integration to mySAP ERP HCM Authorizations

Locations and Geo-Codes Find and Rank Queries Resources Maintain Employees Maintain Service Providers Overtime and Capacity Rules Search for Resources Resource Overview Weekly View Daily View Gantt View Find Suitable Demands Service Arrangements Service Arrangement for Employees Service Arrangement for Service Providers Service Arrangement Detail General Data Availability Location Job Function Capacity Service Area Qualifications Change History for Service Arrangements Demands Search for Demands Review Demands Find Suitable Resources Personalize Time Allocations Time Allocation: Basic Availability Time Allocation: Exception Availability

Load Initial Time Allocations Assignments Scheduling and Schedule Strategies Create and Maintain Assignments Replace Resource Notify Resources Alerts and Messages Alert List Messages Analytics Workforce Deployment Server Resources Requirements Qualifications Time Allocations Assignments WFM Event Handler Groupware Integration Data Flow from the WFD Server to Groupware Data Flow from Groupware to the WFD Server

Service Resource Planning

Purpose
You use the Service Resource Planning solution to fulfill either project or service order-based scheduling with a limited pool of resources by: Maintaining the availability, skills, job function, and service area of the internal and external resources that you can schedule for a job Locating the resources that best meet your service order or project role demands Assigning the resource to the job that best supports your cost, revenue and utilization goals Using this process you are able to comply with promised SLA dates, meet emergencies, and maximize resource utilization. Once you assign the resource to the job, you can notify the resource through: Groupware Any available channel; telephone, text message, or e-mail SAP MobileSolutions and Mobile Solutions for Hand Help Applications

Implementation Considerations
The Service Resource Planning solution requires elements from both mySAP CRM 5.0 PC UI Application for Service Provider and Employee and WFM Core 2.00 Add-On. Based on this, you must run wfdbp_generate_blue_print to generate missing blue print entries before you can begin running any portion of the Service Resource Planning solution.

The web-based Resource Planning Application (RPA) is available for either project-based demands (cProjects project roles) or service order-based demands (service order items). You can only use one demand type within your implementation. You set the demand type within the SAP IMG by choosing: SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Basic Settings Specify Demand Types for Resource Planning.

Integration
If you are: Integrating to mySAP ERP HCM, see Integration to mySAP ERP HCM. Scheduling resources to meet project role demands, see Integration to cProjects. Scheduling resources to service order items, see Integration to Service Order Items.

ntegration Information
Integration to cProjects Integration to Service Order Items Integration to mySAP ERP HCM

Integration to cProjects
Use
You can use the service resource planning application to schedule project roles created from cProjects.

Integration
You use the resource planner application to schedule resources for project role demands. Each project can have it own staffing / role type. The system stores assignments for cProject roles in cProjects, not the resource planning application. When in the demand search for project roles, the system establishes a hyper link to the cProjects enhanced setting for the selected role.

Prerequisites
Set the demand type for your organizations implementation to cProjects project roles within the SAP IMG by choosing: SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Basic Settings Specify Demand Types for Resource Planning. Define the settings for the project role type you can use for scheduling within the SAP IMG by choosing SAP IMG Collaboration Projects Resource Management Basic Settings for Project Roles Define Project Role Types For the object Extended Staffing Process, the project role type must be set to e (for easy project role) and the project role type must be marked as relevant for resource management. Project roles are categorized by their staffed by attribute, where: Resource Manger via Responsible Organization corresponds to multi-step project roles Staffed via Authorization corresponds to standard project roles

In the project role types overview, set: Role Type: Easy Name of Role Type: Project Role Type RPA Staffed by: Resource Manger via Responsible Organization

For more information, access the following information from the SAP Help portal:
Service Order Management Resource Planning Service Resource Planning Prerequisites

for Resource Planning

Professional Services Project Resource Planning Staffing of Project Roles with Resources

You define a profile for handling cProjects roles during the assignment creation and maintenance processes by choosing SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Basic Settings Project Based Demands Define Project Profiles for Scheduling. You define which profile to use for a cProjects role using the customizing activity SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Basic Settings Business Add-Ins (BAdIs) Business Add-In: Scheduling Profile .

Features
In order to ensure the resource planning application has the most recent data, project roles are dynamically loaded into the resource planner application at runtime. The system takes assignments you create within the resource planner application and transfers them back to cProjects where you can view the detail.

Integration to Service Order Items

Use
Service orders items can provide demands for the resource planning application. Use these tips to help plan integrating service orders items to the resource planning application.

Prerequisites
You must assign service process items as service tasks in order to have them appear in the resource planning application. The Method DEMAND_GET_DELTA in the BAdI CRM_SRV_SDL determines whether the service order item is relevant for scheduling. In the Standard implementation for RPA (Scheduling Engine WFDS): The item object type must be Service Process Item (BUS2000140). The transaction item must be flagged as relevant to resource planning. You can set this flag as a default value in customizing for the transaction item category. The transaction item must be released. All service process items which fulfill these prerequisites are available to be displayed as service tasks in the service item list based on queries or search criteria used in the advanced search for demands. For more information, see Search for Demands. Set the demand type for your organizations implementation to service order items within the SAP IMG by choosing: SAP IMG Customer Relationship Management Workforce

Deployment Service Resource Planning Basic Settings Specify Demand Types for Resource Planning. Select the scheduling engine for the resource planning application by choosing SAP IMG Customer Relationship Management Workforce Deployment General Settings for Service Resource Planning Select Scheduling Engine and choose WFDS. Set the RFC connection to the resource planning application by choosing SAP IMG Customer Relationship Management Workforce Deployment General Settings for Service Resource Planning Select RFC Connection. To verify that the creation of service order items is working properly, use transaction SMQ1 and search for queues with the queue name CRM_BT_LRP* where * is the concatenated Order ID and Transaction type.

Activities
You must condense the data from the service order items to data which is relevant for scheduling by using the following customizing activities: Define Date Types Define which date types are relevant for the service order items in the resource planning application using the customizing activity Define Date Types. If a service order item has one of the customized date types, these date types are shown in the resource planning application in the demand header for service order items. These date types can also be used in any other customizing. The date types are replicated. If this customizing changes all saved service order items, only the new service order items will have the date types and the old service order items will display the old date types. Specify Relevant Date Types for Selection Time Range Define the time range for selecting service order items using the customizing activity Specify Relevant Date Types for Selection Time Range. You can use all date types customized in the customizing activity Define Date Types. Define Service Profiles for Scheduling Define a time range for scheduling using the customizing activity Define Service Profiles for Scheduling. When the system uses the time range definition:

The day types create the demand window time range.

For manual assignments, the system generates a warning if the assignment is created outside this time range For automatic scheduling, the system tries to schedule an assignment in this time range.

This time range is defaulted for a resource search launched from the demand header. For more information, see Find Suitable Resources. The time ranges are used for manual assignments, scheduling and act as the defaults for search and rank. The only time when the time range is not used is for appointment offerings where values exist for:

Earliest Appointment Start (SRV_APPT_BEG)

Earliest Appointment End (SRV_APPT_END)

This time range defines when a resource can arrive for an appointment, not the assignment. Define Object for Search and Display Define which technical object is used from the object sets of the service order item using the customizing activity Define Object for Search and Display. The object of the service order item should be one of the following:

IBase IBase Component IObjects

Specify Partner Function Category Define whether the customer in the resource planning application is a Ship to party or a Sold to party using the customizing activity Specify Partner Function Category.

Define Location of Service to be Performed Define the location of the service using the customizing activity Define Location of Service to be Performed. The system uses this location to determine the:

Service area Address data Geo-codes

This data can be used in searches for service order items and during the determination of distance in the find and rank processing. You can change the location. If the location behind an object has changed, you can update the corresponding location with the report WFDS_DEMAND_ADDRESS_UPDATE. Business Add-In: Derive Service Area Define how the system determines a service area using the Business Add-In: Derive Service Area. Schedule Items Automatically Define if the service order items are scheduled during the creation of the service order item using the customizing activity Schedule Items Automatically. When selected for automatic scheduling, the system schedules the service order item when it is relevant for resource planning the first time it is entered for processing. Select Active Functions for Scheduling Engine Activate appointment scheduling using the customizing activity Select Active Functions for Scheduling Engine. This is the only resource planning application function to set within this activity. Manage Parameters for Appointment Scheduling Define how the parameters are handled on the UI using the customizing activity Manage Parameters for Appointment Scheduling. Using this activity, you can customize a different behavior for ICSS and Interaction Center.

Integration to mySAP ERP HCM

Use
You can integrate service resource planning with mySAP ERP Human Capital Management (mySAP ERP HCM). When you do: The service resource planning solution can display absence and attendance information which originates in mySAP ERP HCM. The service resource planning solution can process HR data directly for immediate consideration or planning purposes. mySAP ERP HCM information entered into the service resource planner solution can be sent back to mySAP ERP HCM in order to keep the systems synchronized.

Integration
Employees and qualifications must exist within mySAP ERP HCM before you can create assignments for them within service resource planning. You use the transaction PFAL for ALE distribution in mySAP ERP HCM in order to create the employee business partner in mySAP CRM from the mySAP ERP HCM employee. You must maintain the scales in mySAP ERP HCM using the transaction PPPM and transfer them to the mySAP CRM. When you have the business partner in mySAP CRM, you must create a service arrangement for this employee. When you have created the service arrangement in mySAP CRM you can transfer the basic availability and any other relevant time allocations from mySAP ERP HCM to the WFD Server. You then run the following reports in mySAP ERP HCM:

RPTWFMIF to transfer the basic availability RPTEXTPT to transfer information from the mySAP ERP HCM interface tables to the infotypes.

When creating time allocations within the resource planning application and you have selected the HR status Released, run reportWFD_HCM_TIMEDATA_TRANSFER to send these time allocations to mySAP ERP HCM. The system then changes the status to Transferred. When these time allocations are processed in mySAP ERP HCM, they will again be sent back to the WFD Server where the system changes the status to From HR.

When creating a time allocation in the resource planner application, it must be in the time zone of the mySAP ERP HCM system. Time allocations relevant for mySAP ERP HCM are not distributed to the either the mobile laptop solution or the mobile hand held solution. If you flag a time allocation to be relevant for mySAP ERP HCM, you must delete all corresponding records from the laptop solution. When integrated to mySAP ERP HCM, you can view absence and attendance information through the service resource planner application. You can also create attendance and absence information in the service resource planner application and release it to the HR system. For more information on integrating to mySAP ERP HCM, see HR Integration to Project Resource Planning within the SAP Help portal. Use report RPTWFMIF to capture availability data from mySAP ERP HCM for use within the resource planner application. This report should be used for the following infotypes from Time Management:

 2001 2002 2003 2004

Use the report WFD_HCM_TIMEDATA_TRANSFER to send data marked as released between the resource planner application and mySAP ERP HCM. In order to best synchronize the data between the two systems, you should schedule the report to run on a daily basis.

Prerequisites
In Customizing for mySAP CRM, you have completed the activities for establishing the integration to mySAP ERP HCM by choosing SAP IMG CustomerRelationship Management Workforce Deployment Business Settings for WFD Server SAP HCM Integration. In Customizing for mySAP ERP HCM, you have established the integration with mySAP ERP HCM and the service resource planning solution for capturing the time allocation data by choosing SAP IMG Time Management Integrating Time Management with Other SAP Applications Integration with Workforce Management Core Integration with the Workforce Management Core

Features
HR Relevant Time Allocation Data
Resource planners must mark all time allocation data which should go to update mySAP ERP HCM as being HR relevant and then release it for updating mySAP ERP HCM.

Planners do not have to mark data for release immediately. They can release the mySAP ERP HCM data at any time. Once you release a request the system can send it mySAP ERP HCM. If there is no indication for being HR relevant then the request is only applicable for the service resource planning solution and it is not sent to HR. The HR relevance only refers to internal resources which are maintained as employees in mySAP ERP HCM.

You do not see the HR relevant flag when you are working with service providers and when you are not integrated to mySAP ERP HCM. When working with HR relevant data:
Only when the item is released is it sent HR. Once an item is released to HR, it can be only be updated in HR. If an item is not HR relevant it can be updated or deleted by the resource planner. If the request was flagged as HR relevant and not yet released it can be updated or deleted in the

resource planner application.

If a request is not HR relevant then it will not have to be released.

We use standard iDoc technology to transfer the HR data between the resource planner application and mySAP ERP HCM.

Recurring Patterns
Resource planners can enter single requests for service or enter a recurring pattern for resource availability. A recurring pattern in the resource planner application is similar to a recurring appointment in the resource planner application, however it has an entry to record time allocation data consisting of absence and attendance information.

mySAP ERP HCM does not have a concept of recurrence. When it receives a recurring pattern it creates an item for every day of the recurrence.

HR-Relevance
In cases of single time allocations with an HR-Relevant Time Allocation Type, you can set the HRStatus to either: To Be Released Released Once the system transfers the time allocation to mySAP ERP HCM, it sets the status to Transferred and the time allocation cannot be changed again within the resource planner application. Time allocations that are created in mySAP ERP HCM have the HR status From HR and cannot be changed within the resource planner application. If integrated to mySAP ERP HCM, you see the HR Status Dropdown list only for those time allocation types defined as being HR-relevant during configuration.

Authorizations
Use
We provide the following authorization checks: Through Business Partner authorization groups where you need at least display authority. Authorization for the resource planning application and objects using service area, job function and resource type for both internal and external resources. Through organizational management using structural authorization.

Integration
For project role-based demands, the resource planner must have authorization based on the cProjects authorization concept. For more information, see Authorizations. You can use structural authorizations based on the resources organizational assignment. These are maintained in the IMG configuration by: Create Authorization Profile where you define and verify structural authorizations Assign Authorization Profiles to Users where you assign a specific authorization profile to the users on a time-dependent basis.

Save User Data in SAP Memory where you specify users for whom structural authorization data should be permanently stored in SAP memory. Two BAdIs which provide additional customer-specific structural authorization customizing activities.

You access these activities by choosing SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Structural Authorization. We utilize the following authorization objects and authorization fields: Authorization Object WFDS_RPA WFDS_JFUNC WFDS_SAREA WFDS_SAREA Description Authorization Field

Authorization object transaction ACTVT (activity) Authorization object resource Authorization object resource Authorization object demand/service order item Job Function key; Job Level key; Type of WFD Resource Service Area Code, Type of WFD Resource Service Area Code

Locations and Geo-Codes

Use
The resource planning application uses geo-codes to consider the distance between the location of a demand item and a resources starting location.

Integration
You can utilize a third party GIS server with the service resource planning application by integrating to IGS, SAPs standard solution by choosing: SAP IMG SAP Web Application Server General Settings Set Geocoding. GIS solutions can add the following important services: Geo-coding Street level routing Graphical map display The actual integration between the third party GIS Server and the service resource planning application would be enabled through a BAdI. Based on the address information required for a GIS solution, you might have to add address validation to your processing.

Prerequisites
You have defined the starting location and service area for the resources. You must store addresses in the central address system (SADR) to utilize geo-codes. If you store addresses in HR Info Types, you must utilize the resource master system.

Activities
Business Partner Location
The location (address) of a resource is based on the address in the business partner. Address Organizational Address Processing You must update the WFD Server with new geocodes whenever the starting location address changes for an organization. The report WFDBP_UPDATE_GEO_COORDINATES updates the service arrangement when there is change to the organization address within the corresponding org unit. Resources using the Individual Address are using the address from their own business partner, rather than that from the organization. When this address information is saved, it updates the WFD Server Geo-Codes automatically.

Individual Address

Demand Location
The location (address) of a demand is determined based on: Technical Object Address (I-Base, I-Base Component, and Individual Object) Project (position or role) address, if entered through cProjects Transactional Address; either the Ship-to Party or the Sold-to Party (including the alternative or standard address) for service order items. Use the report WFDS_DEMAND_ADDRESS_UPDATE to update the demand location information within the WFD Server.

Find and Rank

Use
This function is used for both resources and demands. It creates a ranking list of either resources for a demand of demands for a resource. The ranking is based on the percentage of suitability for qualifications, availabilities and an overall percentage of suitability.

Integration
You can adjust the suitability processing within the find and rank function by choosing: SAP IMG Customer Relationship Management Workforce Deployment WFD Server Business Settings for WFD Server Resource Settings Business Add-Ins (BAdIs): Business Add-In: Suitability of Resource by Availability Business Add-In: Suitability of Resource by Qualifications

Business Add-In: Suitability of Resource by Dimension These BAdIs are for find and rank processing for both resources and demands.

Features
When you are not using qualifications within your implementation of the resource planner, find and rank processing automatically adjusts to ignore any qualification information in either the resource or the demand.

Find and Rank Resources

Based on the resource's availability and the demands required, the system can rank available resources according to their total rank: Total Rank = Availability + Qualification / 2 Total Rank 1.00 0.95 0.75 0.00 Resource John Paul George Ringo Availability 1.00 0.90 0.75 1.00 Qualification 1.00 1.00 0.75 0.50

The find and rank resource function is used to locate resources and rank them within a resource list. You can use find and rank resources only when working with a single demand in the demand header area. The search is based on the selection criteria entered in the research search and can include both internal (employees) and external (service providers) resources. For more information, see Search for Resources. The system compares the demand's required qualifications and the resource's qualification offering. During this processing, the system determines whether the resource meets all the mandatory qualifications. In the example above, Ringos qualifications only partially meet the qualifications but in this case, the qualifications are mandatory so the system returns a total rank of 0.00. You can change the default processing (Total Rank = Availability + Qualification / 2) by using the BAdI Suitability of Resource by Dimension to define which the dimension along which the resources are ranked.

Find and Rank Demands

The find and rank demand function is used to search for demands and rank them in a demand list. You can use find and rank only when working with a single resource starting from the resource header area. The resource can be for either internal (employee) or external (service provider) for easy project roles based on either the (normal) staffing process or a service order item. For more information, see Search for Demands. Find and rank for demands is the converse of the find and rank for resources as it uses the dimensions: availability and qualifications.

Queries
Use
Whenever performing an advanced search, you can save the search parameters for reuse as a named query.

Prerequisites
You have entered parameters for an advanced search in the resource planning application, the employee application or the service provider application.

Features
When you save an advance search, it appears within the drop down list on the search tool bar for the: Display field within the resource planner application Show field in the employee and service provide applications.

Choosing the query from the drop down list is the same as re-entering all of the advanced search criteria and choosing Search.

Activities
When you have entered all of your search specifics, you add the query to the drop down list to reuse the parameter selections by choosing: Save Query As in the resource planner application Save Query in the employee and service provider applications You then see a prompt to name the query. Once you enter a name, choose Save. You then see the query as the current choice in the drop down list. You delete a query by displaying it in the drop down list and choosing: Delete Selected Query in the resource planner application Remove Query in the employee and service provider applications

Resources
Definition
Resources are either an employee (internal resource) or a service provider (external resource) that can be assigned to meet a demand.

Use
The system compares the following data when assigning resources to meet a demand: The demands Qualification requirements Require capacity and period Location and service area The resources Qualifications profile Availability Location and service area

The system derives the service area for the demand based on the demands location while the resource has both a location and a service area as entered within the service arrangement. For more information, see Service Arrangements.

Structure
You maintain resources within the resource planning application to make them available to be assigned to a demand:

There are different characteristics available for the assignment based upon whether the resource is an external resource or internal resource. You use the Resource Overview to review assignment and availability information for the resource. You can review utilization and availability of resources by choosing Analytics from the resource planners portal.

Integration
You maintain resources and all supporting data defining the resource within the resource planning application which automatically transfer this information to the WFD Server which performs the assignment.

Maintain Employees
Use
You maintain employees to make them available as a resource for meeting a demand.

Integration
When you are integrated to mySAP ERP HCM, all hire, termination, basic availability, and qualification information for the employee is maintained in mySAP ERP HCM and accessed via the service resource application. Otherwise, the availability and qualification information for the employee is maintained within the resource planner application. When you add service arrangements through the UI, the system updates the WFD Server with the information for the employee. For more information, seeService Arrangement for Employees. When you create employees, you can only create basic availability time allocations to define the employees working time. For more information, see Time Allocation: Basic Availability.

Features
From the Employees page, you can: Search for employees using a one-time search or choose to save your queries so that they appear within the drop down list under the Show field Filter on the employee list to limit the employees based on specific employee attributes When you choose the employee hyperlink you view the detail information for that employee.

Activities
From the Employee page you:
Determine the information shown in the page by choosing Goto and selecting:

List to view a list of all employees within the search Details to view specific information on the selected employee

Create a new employee record within the system by choosing New. Keep or remove the selected employee from the list of favorites which you can use for additional

searches on the same employee.

Advanced Search
When you choose Show Advanced Search, you have the ability to locate employees based on the following general categories:
Name Employee Relationship Data Account Organizational Unit

Employee Details
When you are displaying employee details, the following tabs provide service resource planning specific information: Tab Employee Details Enter and Maintain the Following Information: General, HR and company information. When integrated with an HR system, much of this information is imported from the system. Resource details for the employee that the system uses to identify suitable matches for demands. For more information, see Service Arrangement for Employees. Enter and manage accounting or correspondence notes.

Service Arrangement

Notes

The information from the remaining tabs originates within the CRM employee business partner:
Addresses Interaction History Activities Account Overview Attachments

For more information, see SAP Library mySAP Customer Relationship Management Components and Functions Business Partners within the SAP Help portal.

Archiving
You can archive business partners used within the resource planning application if the WFD Server resource object has already archived. However, a business partner cannot be archived if there are any WFD Service Arrangements assigned. A function module checks for this and is part of the business partner archiving customizing. In order to archive business partners used for resource planning: Archive or delete the resource object(s) at the WFD Server. Run the report WFDBP_ATS_DELETE to delete all WFD Service Arrangements for selected business partners. The report automatically deletes WFD data (resources and assignments) before deleting the WFD Service Arrangement.

Maintain Service Providers

Use
A service provider can be a person, group, contractor or organization whose work supplies a business need for an enterprise. You maintain service providers within the system in order to make them available for scheduling.

Features
From the Service Providers page, you can:
Search for service providers using a one-time search or choose to save your queries so that they

appear within the drop down list under the Show field Filter on the service provider list to limit the service providers based on your criteria When you choose the service provider hyperlink you view the details for the service provider.

Activities
From the Service Providers page you:
Determine the information shown in the page by choosing Goto and selecting:

List to view all service providers that meet your search and filter selections Details to view specific information on the selected service provider Summary Fact Sheet Person Organization Group

Create a new service provider record within the system by choosing New and selecting:

from the drop down list to define the type of service provider.
Keep or remove the selected service providers from the list of favorites. Select and display service providers

When you choose Show Advanced Search, you have the ability to locate service providers or business partners based on the following general categories:
Name Postal Data Contact Person Employee

When you are displaying service provider details, you have access to the following tabs: Tab General Information Enter and Maintain the Following Information High level details about the service provider, including standard address, communication preferences, and contacts. Location and communication details based on usage type. Resource details for the service provider that the system uses to identify matches for demands. For more information, see Service Arrangement for Service Providers. Other relationships that exist between the service provider and the enterprise. Enter and manage documents. Enter and manage accounting or correspondence notes.

Address Service Arrangement

Relationships Attachments Notes

Archiving
You can archive business partners used within the resource planning application if the WFD Server resource object has already archived. However, a business partner cannot be archived if there are any WFD Service Arrangements assigned. A function module checks for this and is part of the business partner archiving customizing. In order to archive business partners used for resource planning: Archive or delete the resource object(s) at the WFD Server. Run the report WFDBP_ATS_DELETE to delete all WFD Service Arrangements for selected business partners. The report automatically deletes WFD data (resources and assignments) before deleting the WFD Service Arrangement.

Overtime and Capacity Rules

Use
The system uses the overtime and capacity limit profiles you create for an employee to validate the resources overtime or capacity when you create or change assignments.

Integration
You define Overtime Limit Profiles and Capacity Limit Profiles for employees (the paths to the activities are listed below). The system performs assignment checks for overtime or capacity limits when you create or change assignments. Depending upon the assignment checks, you might see warning messages indicating the error condition (see Messages). The BAdI WFD Resource Profile provides methods to retrieve a resource's overtime and capacity limit profiles, either from the profiles defined in the IMG, as mentioned above; or from a different source, such as a companys own table of overtime rules. When you create or change employee attributes through Maintain Employees, the system calls WFD Resource Profile to get the suitable overtime and capacity profiles for the employee, and makes the association (of profiles to resource) in WFD Server. For example, you can implement the WFD Resource Profile BAdI with logic to associate specific profiles with specific employees based on an employees region other attribute.

Prerequisites
You have set the configuration information for the following activities used within overtime processing: SAP IMG Customer Relationship Management Workforce Deployment WFD Server Business Settings for WFD Server Resource Settings Define Time Allocations to Exclude from Overtime Calculation SAP IMG Customer Relationship Management Workforce Deployment WFD Server Business Settings for WFD Server Resource SettingsSAP IMG Customer Relationship Management WFD Server Business Settings for WFD Server Resource Settings Define Overtime Limit Profile SAP IMG Customer Relationship Management Workforce Deployment WFD Server Business Settings for WFD Server Resource Settings Define Capacity Limit Profile SAP IMG Customer Relationship Management Workforce Deployment WFD Server Business Settings for WFD Server Resource SettingsBusiness Add-Ins (BAdIs) Business Add-In: WFD Resource Profile

Features
Through IMG activities, you: Define overtime and capacity limits. Associate overtime and capacity limits with a resource.

Define how much overtime is allowed before an assignment check for overtime should trigger a warning message. For overtime calculations (which occurs during assignment checks), you can specify certain time allocation types to be excluded (ignored). For example, if you dont want time allocations for administration or in-house training to count towards or contribute to overtime, you can specify them. You can also define planned and booked capacity thresholds beyond which assignment checks should trigger a warning message. The overtime rules are based on thresholds based on the day and the time. A resource can have several overtime limits but only one for each reference period. When there are several OT limits (for example: by day, by week, by month, by year), only one warning is triggered if any of the limits is exceeded. In general, the system calculates the overtime percentage as follows: OT % = (booked or assigned time) (available or working time) / (booked or assigned time) as a percentage

Example
For a given week the overtime percentage limit is set to 4% and: The available or working time) = 40 hours The booked or assigned time = 42 hours The overtime percentage then = (42 40) / 42 = 4.76% 10% the system does not generate a warning about exceeding the overtime limit as the overtime percentage is below the limit.

If the overtime limit for this week is set to:

4%, the system generates a warning when saving the assignment about exceeding the overtime limit. A resource can have several overtime limits but only one for each reference period. For example, resource can have the following limits assigned: 10% OT per day, 12% OT per month 10% OT per week No OT limit defined

Search for Resources

Use
You search for resources best meeting the needs defined by the demand.

Prerequisites
You can customize and enrich the resource list areas within the resource planner application by choosing SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Basic Settings Business Add-Ins (BAdIs) Business Add-In: Resource List Display. Before you can use this enhancement to set information columns for either the daily, weekly, or Gantt resource views, you must enhance the UI structure for the resource list area via the Easy Enhancement Workbench for the business object Service Workforce Management (SERVICE_WFM).

Features
The search function allows you to locate resources using a combination of one or more selection criteria. Each of these selection criteria could contain one or more values. Based upon the selection criteria specified, a list of resources fulfilling all the required selection criteria is generated and displayed in the resource list. When locating a resource, you can: Display the drop down list in the Display field, choose a query from a previous search, and choose Go to launch the search. Display the drop down list in the Display field, choose a query from a previous search, and choose Open Advanced Search and use the query as the basis for a new search. Choose Open Advanced Search and enter new search criteria.

Select a demand from the demand list, proceed to the demand header, and then choose Go with Defaults from Demand in the resource overview area.

Activities
Advanced Search
When you open the advanced search, you have the following general search available: Whether you want to locate internal (employees) or external (service provider) resources. The date range for the search with clock times, if required. The minimum availability needed to meet the demand. The primary and alternate service areas for the resource. The name of resource. Job function and job level required by the resource to meet the demand. Details on the service arrangement. The specific demand qualifications. When you save a search for reuse, choose Save Query As once you have entered all of your search specifics. For more information, see Queries.

Queries

Go with Defaults
When you use Go with Defaults from Demand, the resource search criteria defaults to the values maintained in the demand item as displayed in the demand header. This demand window is derived from the earliest start and latest end of the possible date types that are applicable to this demand. In other words this demand window should be the superset of all possible demand windows for the different scheduling opportunities. The system uses the demand window as well as the estimated duration of the demand item to identify potential matches to resource availabilities. The match is represented by a suitability percentage in the resulting resource list. The service area of the demand item is defaulted to locate resources with a matching service area assignment. Mandatory qualification requirements of the demands are defaulted to locate resources who have the qualification with a proficiency level between the minimum and maximum proficiency of the qualification requirement.

Resource List
When your search criteria matches one or more resources you see them in the resource list based on suitability. For more information, see Find and Rank.

Resource Overview
Use
You see resources within the Resource Overview area when in the Resource Planning application. Within this area you review resources the system returns as the result of performing a resource search. You can choose to view the resources in a weekly view, daily view or a Gantt chart view.

Prerequisites
Define which part of the address from a resource is displayed in the weekly and daily Gantt view resource lists by choosing SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Basic Settings Determine Address for Resource View. You must enhance the UI structure for the resource list area via the Easy Enhancement Workbench for the business object Service Workforce Management (SERVICE_WFM) and then to enrich the resource list areas within the daily, weekly or Gantt resource views by choosing SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Basic Settings Business Add-Ins (BAdIs) Business Add-In: Resource List Display.

Features
The resource list contains similar information based on different periods of time. Within the resource views you see such information as: Resource name Resource type, either Internal (employees) or External (service providers) Assignments Time allocations Basic availabilities

When viewing resources, the first column contains the internal resource (employee name) or external resource (service provider displaying the Service Arrangement description). You can choose other information when it is retrieved through the Business Object Layer (BOL) by choosing Personalize for the specific view. When you generate a resource list from a saved query or an advanced search you can link to either: The Employee Application for internal resources or the Service Provider Application for external resources. The Resource Header to search for demands using the default requirements from the resource. Weekly View Daily View Gantt View Find Suitable Demands Personalize

For more information, see:

Weekly View
Use
A resource list where each day of the week is a column with a row for each resource. You can choose from a series of data display options for each days cell data.

Integration
You can enhance or modify the cell content and column data you see in the weekly view by choosing SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Basic Settings Business Add-Ins (BAdIs) Business Add-In: Resource List Display.

Prerequisites
See Resource Overview.

Features
Each column is the time unit, that is the days of the week where each cell is one day. You see N.A. (not available) in all columns where the data is not applicable for the resource. You can choose to display the following information for each day when viewing resources within the weekly view. When the cell content contains more than one type of data, you see the cell content as data1 / data2. Weekly View Cell Content Data Types Cell Content Type assigned / available booked / available remaining Description All assignments (booking types Reserved andBooked) / Basic availability Assignments with the booking type Booked / Basic availability Hours remaining on the assignment calculated by the basic availability minus assigned time (booking types Reserved and Booked) Hours remaining on the assignment calculated by the basic availability minus assigned time (considering only the booking type Booked) The name of the customer to which the resource is assigned on this day The description of the demand description from the resources current assignment Depending upon the demand, either the location of the project demand or the location defined through customizing of the Define Location of Service to be Performed activity for service order items The description of the most relevant time allocation type

remaining (only booked assigned)

customer name demand description description of location

description of time allocation type

customer defined cell content

Cell content based on the BAdI configured by the customer.

You see an asterisk (*) at the end of the values contained in the cells assigned/available, remaining, booked / available and booked remaining when the cells refer to external resources with overall capacity as this information is not per day but per contract duration. Example of assigned / available Cell Content for External Overall Resource Resource OED Mary Breeden Resource TypeMon External (OD) Internal 20/100* 6/8 Tue 0/100* 2/8 Wed 0/100* 0/8 Thur 0/100* 8/8 Fri 0/100* 5/5

Time zone conversion can cause situations where a resource with a capacity type overall can have two quotas on the same day. To indicate this condition, you see two asterisks (**) at the end of these values. For example, Mary Breeden has: Quota 1 valid from Monday through Tuesday with 70 hours Quota 2 valid from Tuesday through Wednesday with 80 hours

Due to the time zone conversion, there is a double count in Tuesday. Double Count Due to Time Zone Conversion Resource Service Company (OD) Mon 0/70* Tue 0/150** Wed 0/80*

You can add or change the information you see in the weekly view as well as length of the week and the days of the week. For more information, seePersonalize.

Activities
When in the weekly view, you can: Change to a different resource list view. Switch to different data types by displaying the drop down list from Show cell content and choosing a different type. Review resource availability. Select next/previous week or go to different weeks by entering a key date. Display the Employee application for an internal resource, the Service Provider application for an external resource, or return to the Resource Header. Select one or more resource for further actions (creating assignments for the resources, for example). Sort the resource list on all fixed columns. Time is always expressed in hours. When the columns for primary and/or alternative service area have more than one value, further details are shown in the tooltip. When further details on the resource type are available these are shown in the tooltip. For example, External (WT) shown in the column and external with working time based availability shown in the tooltip

When using the weekly view:

The column headers and the data displayed in the columns can change based on how you performed the initial resource search.

Daily View
Use
The view provides an overview of resources and their assignments, time allocations and overall availability within the period of one day.

Integration
You can enhance or modify the column data you see in the daily view by choosing SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Basic Settings Business Add-Ins (BAdIs) Business Add-In: Resource List Display.

Prerequisites
See Resource Overview.

Features
You view the resources on a day-by-day basis showing details on either: Schedule Basic Availability

When viewing schedule details, you see Time Type, which is the assignment comprised of the status abbreviation and the identifier of the demand. The demand identifier is a link where you can view the demand header information. Duration, which is determined by the Time Type. Time Type Assignment Availability Duration Duration of the assignment. When a concrete assignment, this is the end time begin time Begin time end time

When viewing basic availability you see the periods during which the resource is available or not available.

Activities
When in the daily view you can: Change to a different resource list view. Switch to display either schedules or basic availability Review resource availability. Select next/previous day or go to different days by entering a key date.

Display the Employee application for an internal resource or the Service Provider application for an external resource Display the Resource Header for a new search following a resource search. Select one or more resource for further actions (creating assignments for the resources, for example). Sort the resource list on all fixed columns.

When the columns for primary and/or alternative service area have more than one value, further details are shown in the tooltip.

Gantt View
Use
The view provides a graphic representation of resources and their assignments, time allocations and overall availability within the selected period.

Integration
The Gantt view is only supported within the Microsoft Internet Explorer environment as it uses BSP delta handling. If your implementation requires you to deactivate BSP delta handling, the Gantt view is automatically deactivated. You can deactivate the Gantt view by setting the value for the record name GANTT_DISABLED to X within the table WFDSD_UI_SETTING. For more information, refer to note 817713.

Prerequisites
You are using Microsoft Internet Explorer as your browser. See Resource Overview.

Features
Colors on Gantt Display Object Available time allocation Not available Project assignment Service assignment Color White Grey Blue Orange Text on Bar and Tooltip Time allocation description and time allocation type Time allocation description and time allocation type Project / Role number and booking type Service order item / item number and assignment state

In the Assignment Bar you see a reference to the Demand and the Assignment Status. The same information is also displayed in the tooltip.

The assigned / available time, remaining time and time allocation information on the Gantt view is the same as the corresponding information for the cells in the weekly view, but the basis for the calculation will be the complete selection period of the Gantt (in contrast to one day in the weekly view). For resources with the capacity type overall, the Gantt view displays N.A. (for not available) for availabilities rather possible incorrect information due to periods with several quotas.

Activities
Within the Gantt view, you can: Choose selection period to be loaded. Change the zoom level (Daily, Weekly, Monthly). Move through the chart to a specific date / time. Sort by resource last name. Mark resources, assignments and time allocation descriptions. Create assignments. Drag and drop assignments and time allocations. Change begin and end of assignments and time allocation description. Delete marked assignments and time allocation descriptions. Link to the assignment list for marked resources. Change to a different resource view. Display the Employee application for an internal resource, the Service Provider application for an external resource, or return to the Resource Header.

Find Suitable Demands

Use
Once you have generated the resource list, you use the resource planner application to locate one or more demands that best meet your resource requirements.

Prerequisites
You have generated a resource list. For more information, see Search for Resources. Define how the system identifies suitable resources for a given demand using the find and rank functionality. For more information, see Find and Rank. Identify the demand types for resource planning by choosing SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Basic Settings Specify Demand Types for Resource Planning

Features
When the system returns the demand list, it defines the match based on qualifications by: A percent match based on the match between the resource and demand when both have qualifications, and where 0% is a complete no match. Displaying N.A. in the column indicating the demand does not have qualifications while the resource does have qualifications.

Within the demand list, you see N.A. in any column where the resource does not require a specific requirement. For example, if a demand has qualifications while the resource does not have a qualification requirement, you see N.A. in both the minimum and maximum qualifications columns. You create assignments from the demand list. For more information, see Assignments.

Service Arrangements
The service arrangement contains resource details the system uses to identify matches for demands. This section describes the following information on service arrangements: Service Arrangement for Employees Service Arrangement for Service Providers Service Arrangement Detail

Service Arrangement for Employees

Use
The service arrangement contains resource details for the employee that the system uses to identify matches for demands.

Prerequisites
You have made all appropriate entries for the resource settings within the SAP IMG by choosing SAP IMG Customer Relationship Management Workforce Deployment Workforce Deployment Server Business Settings for WFD Server Resource Settings
Define Service Area Define Job Functions and Levels Define Availability Templates Define Overtime Limit Profile Define Capacity Limit Profile

If you want to add qualifications to the service arrangement, you have defined them within the SAP IMG by choosing SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Qualification Management.

Features
You can enter the following information to define the service arrangement: Tab Details

WFD General Information

The date for which the service arrangement is valid. The employees: Hire and start dates Cost rate (visible only when integrated to cProjects) Whether the employee is Groupware relevant Termination date The days and times when the employee can be scheduled to meet a demand. This can be: Retrieved automatically by the system from an availability template Detached from the template and changed for the resource Entered manually

Availability

Location

Which address to use when locating a resource, either the employees address (Individual) or the company to which the employee belongs (Organization). You choose the address you want to utilize as the employees starting location for the day. Defines where the resource can be scheduled. Job functions might have further granularity based on a level. The primary and alternative service areas to which the employee can be assigned. The employees qualifications and the proficiency level for each qualification. A list of changes made to the service arrangement data.

Job Function

Service Area Qualification Change History

Activities
There can be only one service arrangement for an employee. The system generates a default service arrangement ID comprised of: Business partner number Employees first and last name

You can override this default ID by entering a new ID. If however, the default ID is already in use, you see a message that the ID is already in use and you must enter a new ID. When you add a new service arrangement for an employee, the capacity defaults to Working Time Based, a type of concrete assignment based on actual measurable work.

Service Arrangement for Service Providers

Use
The service arrangement contains resource details for the service provider that the system uses to identify matches for demands. You can create more than one service arrangement for a service provider. For example, you can create a series of service arrangements for a service provider, each with specific availabilities and qualifications.

Prerequisites
You have made all appropriate entries for the resource settings within the SAP IMG by choosing SAP IMG Customer Relationship Management Workforce Deployment Workforce Deployment Server Business Settings for WFD Server Resource Settings Define Service Area Define Job Functions and Levels Define Availability Templates Define Overtime Limit Profile Define Capacity Limit Profile If you want to add qualifications to the service arrangement, you have defined them within the SAP IMG by choosing SAP IMG Customer RelationshipManagement Workforce Deployment Service Resource Planning Qualification Management.

Features
You can enter the following information to define the service arrangement. Tab WFD General Information Availability Details The validity date for the service arrangement. The days and times when the service provider can be scheduled to meet a demand. This can be: Location Job Function Retrieved automatically by the system from an availability template Detached from the template and changed for the resource Entered manually The address of the service provider to which the individual Business Partner belongs. Defines the position within the enterprise into which a resource can be scheduled. Job functions might have further granularity based on a level.

Capacity

The time that the service provider has available for assignments. You see tab only when you select either equal or overall capacity. The primary and alternative service areas to which the service provider can be assigned. The service providers qualifications and the proficiency level for each qualification. A list of changes made to the service arrangement data.

Service Area

Qualification Change History

Activities
When adding a new service arrangement, you define the availability boundaries, the capacity, as either: Working Time Based a type of concrete assignment based on actual measurable work. Equally Distributed where the work is equally distributed for each interval of a service arrangement. For example, a week having the total capacity of 90 hours distributed as:

Monday, 8:00am 8:00pm, 18 hours Tuesday, 8:00am 8:00pm, 18 hours Wednesday, 8:00am 8:00pm, 18 hours Thursday, 8:00am 8:00pm, 18 hours Friday, 8:00am 8:00pm, 18 hours

Overall where the work is based on the overall capacity for the service arrangement and several availability intervals. The difference between Equally Distributed and Overall is based on capacity and calculation of remaining availability when scheduling and creating manual assignments. For equally distributed capacity service arrangements, the system is not allowed to have more than the given capacity, so the capacity is distributed equally for all time intervals. In the above example, the system allows only one concrete assignment at one time as the availability, worktime interval and capacity results in 1.5 persons/second. For overall capacity service arrangements, the total capacity within the service arrangement is the limit for an error message. Using the same example, on Monday morning 8:00am its possible to create 90 concrete assignments of one hour duration at the same time with an unknown number of persons). The creation of the 91st assignment anywhere within the assignment and availability time range will result in an error message because of a violation of the overall capacity limit of the resource.

Service Arrangement Detail

You edit and maintain the following types of information within the service arrangement for employees or service providers:

General Data Availability Location Job Function Capacity Service Area Qualifications Change History You only see the Capacity tab for service providers when you select either equally distributed or overall capacity.

General Data
Use
Contains general information about the resource, including validity dates.

Integration
When you are integrating to cProjects, you are able to enter a cost rate for resources with the business partner role type Employee.

Prerequisites
You have created resources as business partners relevant for scheduling within the service resource planning solution.

Activities
You enter the resources validity period which determines the validity of the resource for being applicable for use within the service resource planning application. The system uses the validity dates from the general tab to indicate whether the system can schedule the resource. For resources with a business partner role type Employee, you enter: The hire, start and termination information for the resource. Within the employment area:

The Hire Date is the date when the employee was hired. The Start Date is the actual date when the employee starts working for the company.

The revenue rate for resources when integrated to cProjects, For resources that are service providers, you enter just the validity period for the service arrangement.

Availability
Use
The resource planner application uses time rules, entered as part of the service arrangement within the Availability tab, to determine the resources availability; when the resource can be scheduled for an assignment.

Prerequisites
See Time Allocation: Basic Availability.

Features
Each time rule increases or decreases the availability of an individual resource and are taken into consideration during scheduling. Time rules contain: Time allocation type Recurrence type Time rule start and end date Time rule start time, end time, and time zone The reference factory calendar

The resource planner application uses the time rule start and end dates during scheduling to define the validity period for the resources availability. Recurrences can be either weekly or monthly. Because you are entering basic availability information within the service arrangement, you would typically always have a recurrence. You can choose to enter individual rules or to select rules from a global availability template. For more information on availability templates, see Time Allocation: Basic Availability Availability Time Rule Functions Button Add Entry Description Adds a new individual time rule for the resource. These rules are not related to any template. You can change and delete them without affecting any other rules. Deletes an individual time rule. Active only for time rules entered either through Add Entry or that have been detached from a template. Choose an availability template from the pop-up window. The system also takes the maximal from and to dates for all associated rules. If you have referenced the template for the same resource more than one time, the system determines the maximum time span of the rules and then subtracts the interval already assigned to the template. If the system cannot determine the dates, you must enter them manually. You see a message if you assign a template outside of the rule validity.

Delete Entry

Add from Template

Delete from Template Detach Template

Delete the Availability Template from the resource. Breaks the link between the template and the time rule. You can make changes to any field in the time rule for this resource and not affect other resources.

Location
Use
The system uses the information entered onto this tab as the starting location for the resource when computing distance to a demand through the use of geo-coding.

Integration
The start location can be an address maintained directly on the business partner itself or, for employees, an address maintained on the business partners organization.

Features
The resource planner application is able to schedule resources based on the distance from the resources starting location to the demand. A resource might not come into the office every day and start their assignments from the office location, but rather from their home, you can set the office to be the resources starting location.

Activities
Choose the address you want to use as the starting location for the resource, either the Organization Address or Individual Address.

Organization Address
This represents the address of the organization to which the business partner is assigned in organization management. You must update the system with new geo-codes whenever the starting location address changes for a resource. For more information, see Locations and Geo-Codes.

When you select Organization Address to determine the location of the resource and the resource is assigned to multiple organizational units, the system must determine which address is relevant for scheduling. A work around to the situation is to create a new address usage type for the business partner and maintain this address usage for the organization address manually in the resource and use the Other Address option.

Individual Address
This allows the user to select any address maintained within the system for the resource. The address usage types are available in the drop down list.

You have the ability to maintain individual address usage types for the business partner. These individual addresses could be office locations that might not be the same as that in the organizational unit to which the resource is assigned. For example, the employee is assigned to the organizational unit in Palo Alto, CA, but the employees physical location is the office in Westchester, IL. The resources start location is set up in the business partner to allow the resource planner application to determine which address should be used as the starting location of the resource. A resource might not come into the office everyday and start their assignments from the office location; they might start their assignments directly from their home. However, you must direct the resource planner application to the correct address. If you select Organization Address as the starting location, you must ensure that the address is sent to the WFD Server to update the geocodes

Job Function
Use
You use the Job Function tab to choose the position within the enterprise into which a resource can be scheduled. Job functions might have further granularity based on a level.

Prerequisites
You have defined job functions and levels for use within the resource planning application by choosing SAP IMG Customer Relationship Management Workforce Deployment Basic Settings for WFD Server Resource Settings Define Job Functions and Levels.

Features
Resources have both qualifications and job functions. A qualification is a skill, for example, the skill to work a specific piece of machinery. A job function would be similar to a job level the resource might have, for example, a resource could be an apprentice technician with a level 1, so the job function might be an apprentice. When creating a resource, you have the option to maintain these job functions for the business partner determining which job function level is appropriate for the resource. You can assign: A business partner to more than one job function. The same job function to several business partners. Meeting a particular job function required for the demand For a resource meeting a particular job function, then based on these resources, identify which resources have a particular qualification.

The system uses the job function to allow resource planners to perform searches:

Activities
The fields on the tab include: Valid from and to dates Job function

Job level

Choose the job function and job level from the drop down lists.

Capacity
Use
This tab contains a list of capacities, each valid for a certain period of time. The tab is visible only for resources with the capacity types: Equally Distributed Overall Distributed

Prerequisites
You have defined planned and booked capacity thresholds beyond which assignment checks should trigger a warning message by choosing SAP IMG Customer Relationship Management Workforce Deployment Basic Settings for WFD Server Resource Settings Define Capacity Limit Profile. You have provided a method to retrieve a resource's capacity limit profiles by choosing SAP IMG Customer Relationship Management Workforce Deployment Basic Settings for WFD Server Resource Settings Business Add-Ins (BAdIs) Business Add-In: WFD Resource Profile. The default field in the activity Define Capacity Limit Profile marks the capacity limit profile entry that is supplied for the default implementation of the Business Add-In: WFD Resource Profile

Features
The fields on the tab include: Valid from and to dates Capacity Unit of capacity

The system calculates capacity based on a resources work time /availability. Capacity entered per contract validity period: Is evenly (equally) distributed during the validity of the record and the availability time frame. Represents the overall (absolute) capacity in the validity period and availability timeframes defined. This capacity (available, remaining) is based on the consumption (and NOT evenly distributed), thus, assignments, both concrete and capacitive, are possible as long as capacity is available.

Service Area
Use
You use this tab to define the resources service area. A service area is a smaller grouping of locations beyond the organizational structure identified as being available for resources to service. Resources can

be assigned to both a first-line area of service (Primary Service Area) and a secondary area of service (Alternative Service Area).

Prerequisites
By default, service areas are defined as the combination of postal code(s) and country. Depending upon your implementation requirements, you can define a different attribute for service areas, such as Region, Province, District. You assign service areas by choosing SAP IMG Customer Relationship Management Workforce Deployment Business Settings for WFD Server Resource Settings Define Service Areas.

Features
You can set resources to be responsible for one or many service areas and assign one or more resource to one service area.

You do not assign demands to service areas. The service area to which a demand belongs is determined at runtime through the BAdI SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Service Order Based Demands Business Add-In: Derive Service Area. The service area for the resource is time dependent. This allows you to create new service areas and have them become effective as of a specific date. For example, if you are planning a new service area to go live within two months, you can set service area validity dates within resources to meet this time frame so that the scheduling solution can staff the resources to the appropriate assignments as soon as the service area becomes available. You can assign resources for responsibility to either a Primary Service Area or an Alternative Service Area. The system then knows which resources will be available for staffing in different service areas based on how the service area is created.

Qualifications
Use
You add qualifications to resources to enable you to better match resources to demands.

Integration
If you are integrated to mySAP ERP HCM, the qualification fields and entries on this tab become readonly. For more information, see Integration to mySAP ERP HCM.

Features
You can match the resources qualifications (skills) with the demands qualifications to provide the best matched service possible.

Prerequisites
You have defined the proficiency scales the qualification groups and qualifications in the qualifications catalog by choosing SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Qualification Management.

Activities
Enter the qualifications and proficiencies for the resource.

Change History for Service Arrangements

Definition
The change history provides an audit trail for changes made to service arrangement data.

Structure
The system tracks change history for the following service arrangement data: Employment dates Whether an availability template was added to or deleted from the system Starting location of the resource Job function Service areas The date and time when the change was made The user ID of the person making the change The technical name of table and the technical name and short text name of the field where the change occurred The fields previous and current content

The default values for the change history list include:

The system maintains the change history from the most recent to the oldest data. You can sort and filter the data.

Demands
Definition
Unit of work to which a resource can be assigned.

Use
Demands are created from: Service order items marked as relevant for resource planning. Project roles created in cProjects.

Integration
You can use the system to schedule resources to the following demand types: Demand Types Description

You select the demand types within the SAP IMG following the path SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Basic Settings Specify Demand Types for Resource Planning. This section describes the following information: Search for Demands Review Demands Find Suitable Resources

Search for Demands

Use
You create a demand list to which you can assign resources.

Prerequisites
You must add the qualifications to the system in order to include them within the search by choosing the activities within the node SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Qualification Management.

Features
The search function allows you to locate demands using a combination of one or more selection criteria. Each of these selection criteria could contain one or more values. Based upon the selection criteria specified, a list of demands fulfilling all the required selection criteria is generated and displayed in the demand list. When locating a demand, you can: Display the drop down list in the Display field, choose a query from a previous search, and choose Go to launch the search. Display the drop down list in the Display field, choose a query from a previous search, and choose Open Advanced Search and use the query as the basis for a new search. Choose Open Advanced Search and enter new search criteria. Select a resource from the resource list, proceed to the resource header and then choose Go with Defaults from Resource in the demand overview area. When demands are transferred to WFD server, they are pre-processed to provide a demand window. This demand window is derived from the earliest start and latest end of the possible date types that are applicable to this demand. In other words this demand window should be the superset of all possible demand windows for the different scheduling opportunities. The system uses the demand window to identify potential matches to resource availabilities. The general search criteria are: Begin and end date (demand window) Customer Organizational unit Assignment state Qualifications

When searching for: Service order based demands, the search criteria proficiency must be between the minimum and maximum proficiency of the qualification requirement. Project role based demands, the search criteria proficiency must be smaller than or equal to the qualification requirement.

Activities
Advanced Search
When you open the advanced search, you have the following general search available: Date range for the search with clock times, if required. Customer name. Staffing level (either Not Staffed, Partially Staffed, Completely Staffed or Overstaffed). Organizational unit. Specific resource qualifications. For service order based demands, you can also specify: Address and region. Service area. Order number. Transaction type. Item number and category. Priority. Product ID. Cancellation status. System status and other system details. The individual object. When you save a search for reuse, choose Save Query As once you have entered all of your search specifics. For more information, see Queries. When your search criteria matches one or more demands, you see them in the demand list.

Queries

Go With Defaults
When you use Go with Defaults from Resource, the demand search criteria defaults to the values maintained in the resource item as displayed in the resource header. Defaults can be generated for the demand window, qualification requirements and service area. Additionally, the search processing uses the default staffing level in the personalization area.

Demand List
When your search criteria matches one or more demands, you see them in the demand list based on suitability. For more information, see Find and Rank.

Review Demands
Use
You see demands on the Resource Planning page accessed by choosing Workforce Management Resource Planning. You review demands within the Demand List the system returns as the result of performing a demand search.

Features
Your search returns a demand list with either: Service order item-based demands, listed on the Service Items tab Project role-based demands, listed on the Project Roles tab

For more information, see Find and Rank.

Activities
For service order items choose the hyperlink of the: Order Number or Order Description to view the details of the service order in a separate Service Order page. Item Number to view demand details within the Demand Header area. For project roles, choose the hyperlink of the: Project Name or Project Number to view the project details within cProjects Role Description to view demand details within the Demand Header area You select demands for suitable resources to create assignments for service order items or project roles. For more information, see Assignments.

Find Suitable Resources

Use
Once you have generated the demand list, you use the resource planner application to locate resources that best meet the demand.

Prerequisites
You have generated a demand list. For more information, see Search for Demands. Define how the system identifies suitable demands for a given resource using the find and rank functionality. For more information, see Find and Rank. You can define how the system retrieves the service area for resources to meet service order-based demands by choosing the activities SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Service Order Based Demands Define Location of Service to be Performed Business Add-In: Derive Service Area

Features
Within the qualifications, the proficiency of the qualification as a search criteria has the following meaning:

When searching based on service order based demands: the search criteria proficiency must be between minimum and maximum proficiency of the qualification requirement.

When searching on project role based demands: the search criteria proficiency must be smaller or equal compared with the qualification requirement. (example: search for Italian good results in demands with qualification requirement Italian excellent but not Italian basic). When the system returns resources, they are ranked based on the find and rank processing. For more information, see Find and Rank. Within the resource list, it defines the match based on qualifications by: A percent match based on the match between the resource and demand when both have qualifications, and where 0% is a complete no match. Displaying N.A. in the column indicating the demand does not have qualifications while the resource does have qualifications. Within the resource list, you see N.A. in any column where the demand does not require a specific requirement. For example, if a resource has qualifications while the demand does not have a qualification requirement, you see N.A. in both the minimum and maximum qualifications columns. You can create assignments from the resource list. For more information, see Assignments.

Personalize
Use
You can choose to customize the resource planner application using the Personalize function. You can change the resource planner application settings and the tables used to display resources, demands and assignments.

Activities
Resource Planner Application Settings
When you choose Personalize at the top-most level of the resource planner application you display the Settings page. Set or Modify Resource Planner Application Settings Settings Time Set or change The time zone; the default unit of time for all displays (minutes, hours, days, weeks, months); the days per business week for your company; the day on which your business week starts. Set whether distances are to be computed and displayed in miles or kilometers. Whether the advanced search should be opened or closed after each search; the default query for resource searches and the default resource view; the default query for demands and the default staffing level. The standard, company-wide scheduling strategy. For more information, see Scheduling and Schedule Strategies.

Distance Search

Schedule Strategy

Interface Structure of Overview

The order in which the you see the Demand Overview, the Resource Overview and the Assignments within the resource planner application.

Table Settings
When you display any table within the resource planner application, the Business Object Layer (BOL) retrieves all data from the WFD Server and then transforms the data to the appropriate format for export to the UI. The columns initially contain the data for the standard defaults which you can change using thePersonalize table function. Actions within Personalize Table Actions Change the order of the fields in the table Description Display the order list in the Item column. Choose the new position you want the item to occupy within the table. The table automatically adjusts to the new position. Click on the checkbox in the Visible column. You can see the object in the table when there is a check mark in the checkbox. Change either the Number of Visible Rows or enter a checkmark in the Show All Rows checkbox. Choose Apply Choose Cancel Choose Default Settings

Display a new object within the table

Change the number of rows you can view at one time Display the table with changes Cancel any changes Revert to the column defaults

You move through the Personalize table by clicking on the page and row buttons. When personalizing the Gantt chart view, you can make snapping active for drag and drop and change the time frame for the snapping grid.

Time Allocations
Definition
Describes the date and time boundaries of an event that impacts resource planning for the resource.

Use
You use time allocations to define specific periods when a resource is or is not available to be scheduled to meet a demand. You apply time allocations to internal and external resources. This section describes the following information: Time Allocation: Basic Availability

Time Allocation: Exception Availability

Structure
During configuration, you define: Whether the resource is available or not available during the time range defined within the time allocation. Whether a time allocation of this type is used to calculate the basic availability. The time allocation type text to display within the drop down list for the resource planner. The priority of the time allocation type, used by the system to prioritize time allocations should there be a conflict during processing.

Integration
Integration to mySAP ERP HCM
If you are integrating to mySAP ERP HCM, see:
Integration to mySAP ERP HCM Load Initial Time Allocations

Integration to Mobiles
The following time allocation types are not transferred to mobiles: Time allocations with a time allocation type which is HR relevant Time allocations with a recurrence If a time allocation type becomes relevant for mySAP ERP HCM, the corresponding time allocations must be deleted from the mobile. Delete these time allocation types using the report CRM_WFD_TIMESPEC_DEL_FROM_CDB.

Example
You use time allocations to define each condition where a resource is or is not available. Working Time is an example a time allocation type where the resource is Available as defined within the resources service arrangement. The following are examples where the resource is Not Available as defined within the resource header:
Vacation Illness Meeting

Time Allocation: Basic Availability

Use
Basic availability is the standard work time for the resource.

Integration
The system verifies the validity dates of the resource to ensure that the resource is available for scheduling for the time period required.

Prerequisites
You have defined time allocation types by choosing SAP IMG Customer Relationship Management Workforce Deployment Workforce Deployment Server Business Settings for WFD Server Resource Settings Define Time Allocation Types. You have created templates for providing default basic availability when entering basic availability information for resources by choosing SAP IMG Customer Relationship Management Workforce Deployment Basic Settings for WFD Server Resource Settings Define Availability Templates.

Features
The system displays availability for the resource on the Availability tab as a list of time rules. For more information, see Availability. You can create availability templates for resources and select them as they meet the basic time allocation requirements. You can also use the availability templates to perform mass changes to time rules for resources associated with them where you have not: Deleted all rules associated with the template from this resource choosing Delete Template. Decoupled the template from the system and made changes to the individual fields in the template data by choosing Detach Template.

Activities
Availability Templates
When you add time rules using an availability template, you can: Keep all of the time rule information as defined within the template. Use the template information as a starting point for your own edits. Delete all time rules associated with the template for this resource. Detach the template from the resource. You cannot change any fields within the time rule for the resource when you add it through an availability template unless you detach it from the resource. Any changes to the time rule data would come through data synchronization. While a template is attached to a resource, you can choose to send data from the WFD Sever to the resources sharing the same availability template. You use the report wfdbp_synchronize_template to synchronize time rules between availability information stored in the WFD Server and templates created or changed within the customizing activity Define Availability Templates. You can either run the report on-line or let it run automatically when the system detects changes to a template.

Data Defining Basic Availability

Data Factory Calendar Description You select a factory calendar to define the holiday calendar for the resource. This calendar is typically based on the country or organization and provides the days on which holidays occur specific to the country or organization. This is the time that the resource normally works, for example, 8:00am to 5:00pm or 4:00pm to 1:00am. This information defines the normal range of hours within which the resource is available to work and can be scheduled. If breaks are required for your organization, you create a rule for breaks as part of the working time. This specifies what days the resource normally works, for example; Monday, Tuesday, Wednesday, Thursday, and Friday; or Monday, Wednesday, Friday, and Saturday. It might be possible to assign a resource to work on days that are not their normal working day, but the system references this information during scheduling. By default, the workday pattern is for a week where you select the number of weeks and days of the week to describe the pattern.

Regular Daily Working Times

Workday Pattern

When integrated to mySAP ERP HCM, the service resource planner application receives availability information from mySAP ERP HCM and displays it on theAvailability tab. In this case, all fields on the tab are display only. For more information, see Integration to mySAP ERP HCM.

Time Allocation: Exception Availability

Use
While basic availability time allocations define the general work pattern for which a resource is available to work, exception availability time allocations define a change to the standard availability.

Prerequisites
You have defined time allocation types by choosing SAP IMG Customer Relationship Management Workforce Deployment Workforce Deployment Server Business Settings for WFD Server Resource Settings Define Time Allocation Types.

Features
You access the time allocations list for a resource when you display the Resource Header. You see all time allocations assigned to the resource in the Time Allocation List where the Exception indicator has been set. You do not see basic availability time allocations in this list. You reference and maintain them on the Availability tab. For more information, seeTime Allocation: Basic Availability. You access the detail for an exception availability time allocation by choosing: Create in the Time Allocation List The link to a time allocation from the daily view Show Detail on a time allocation in the Gantt view

You assign exception time allocations to resources through either the Gantt chart or at the Resource Header.

Activities
You can choose to create any exception time allocation that was configured with the Exception indicator. You see all time allocation types defined as Exceptiontime allocation types within the dropdown list when creating a new exception time allocation. When you create a time allocation, you cannot change the time allocation type. You can create exception time allocations with a daily, weekly or monthly recurrence pattern. If you are maintaining a recurring exception time allocation, you choose whether you are changing or deleting the complete series or a single occurrence. You re-display the Time Allocation List by choosing Show List during any process. For example, if you are creating a new exception time allocation and you want to cancel the process, choose Show List.

Replace Resource
Use
You can replace a resource following an assignment to a demand.

Prerequisites
You have assigned a resource to a demand. You have a list a resources that have capacity for the assignment.

Activities
You swap the resources by displaying the assignment list and choosing Change in List. Choose the resource you want to change for the assignment. From the resource list, choose the resource you want to assign to the demand and then choose Replace Resource. The resource planning application changes the resource unless you have selected more than one resource from both the assignment list and the resource list or the resource you selected does not have enough capacity for the assignment.

Notify Resources
Use
You can use any communication avenue to notify resources of assignments.

Integration
The system automatically uses the standard communication when notifying resources of assignments. If no standard communication is defined, the system uses the first address it encounters.

Prerequisites
You have: Created SAP Smart Forms by entering the transaction SMARTFORMS at the SAP Easy Access Menu. Defined the templates you use to contact resources within the SAP IMG following the path SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Basic Settings Define Smart Forms.
Allowed groupware notification of resources within the SAP IMG following the

path SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Basic Settings Set Groupware Message Distribution.
Defined communication methods for the resource.

Activities
You can notify resources through email or groupware calendar. Text of the messages is derived from Smart Forms. Depending on the different communication channels (mail , fax, pager, SMS), you can modify the basic data, when required, to meet your specific communication requirements.

Example
Dear <resource name>, The demand data are: - Begin date: 06/09/2006 - End date: 11/30/2006 - Description: Project Leader - Effort: 10 Days

Alerts and Messages

Use
Alerts provide information about time-critical or important situations based on capacity, availability or resource-qualification mismatches currently within the system. Messages provide information on actions the resource planner makes when using the system.

Integration
You see: Alerts within the Alert List on theOverview page. For more information, see Alert List. Messages at the top of each page. For more information, see Messages.

Alert List
Use
The alert list contains vital information the system displays to the resource planner concerning: Excess capacity Open availability Resource or qualification mismatches

Prerequisites
You have defined the service resource planner role as a manager to receive alerts. If you create your own implementation you should verify that WFDS_ALERT_DELIVERY is sending alerts relevant to your implementation. You have scheduled the following reports to run in the background to trigger the alerts: WFDS_RES_EXCEPS_CAP_CHECK_CON for concrete assignment WFDS_RES_EXCEPS_CAP_CHECK_CAP for capacitive assignment

You have configured service areas by choosing SAP IMG Customer Relationship Management Workforce Deployment Business Settings for WFD Server Resource Settings Define Service Areas. You have created service arrangements for resources containing services area assignments. For more information, see: Service Arrangement for Employees Service Arrangement for Service Providers

You defined the capacity ranges for triggering alerts by choosing SAP IMG Customer Relationship Management Workforce Deployment Service Resource Planning Basic Settings Define Excess Capacity Profiles. Within the activity, you define: The time the system looks ahead The capacitive cut-off limit for the alert

Features
The system generates the following alerts: Alert Resource excess capacity, capacitive assignment Description When performing a capacitive assignment check, the system returns a percentage of excess capacity based upon assignments and availabilities.

Resource excess capacity, concrete assignment

When performing a concrete assignment check, the system returns the periods which contain excess capacity. This alert is generated for resources within a specified service area. Triggered when mandatory qualification requirements are not fulfilled for an assignment as the qualification of either the resource or demand have been modified. Occurring when some part of an assignment for a resource is outside his normally working time based on a change received from outside of the resource planner application (such as from Groupware or mySAP ERP HCM).

Qualification mismatch

Assignments during not available times

The system also generates alerts for a time allocation created from a mobile when it conflicts with the resources current time allocations.

Activities
Resource capacity monitoring generates alerts based on background jobs. Once reports are run, necessary alerts are generated for resources who have excess capacity as defined by the capacity profile. Once added to the SAP Scheduler, alerts run continually until removed from the SAP Scheduler. If you receive an alert which states that a resource is under-booked and you do not resolve the problem, you will continue to receive this alert periodically, based on the period entered for resending the alert entered through customizing. You view the alert list by choosing Home Work, go to the Worklist area of the page and choose the Alerts tab from the resource planners portal. It provides: A description of the alert category Text defining the situation The date on which the system generated the alert The date on which the alert is no longer valid

If the alert provides a date and time it will also list the time zone. The system derives the time zone from the business partner master record of the resource for which the alert was triggered. The time zone comes from the standard address maintained for that resource. The time zone might not be that of the resource planner, even though the resource planner is the recipient of the alert. You remove alerts from your Alert List once you have corrected the situation by clicking on the field next to the alert and then choosing Confirm. It is possible to receive the alert again if you confirm an alert without correcting the scheduling situation.

Example
Alert A is scheduled to run every 30 minutes. Resource A is under-booked at 9:00am. The customizing value for re-sending the alert is set to 4 hours. The resource planner receives the first alert at 9:00am but does not resolve the issue. The system generates successive alerts at 9:30am, 10:00am, 10:30am, 11:00am, 11:30am, 12:00pm, 12:30pm and 1:00pm unless the resource planner corrects the underbooking at some point within the 4 hour period.

Messages
Use
You see messages at the top of each page. Messages can describe errors, warnings, or further information depending upon the action generating the message.

Features
The system displays messages in the area below the toolbar on the top of each page. You only see the message area when the system generates a message. The following conditions generate messages: An assignment for the wrong resource type, for example, an assignment made to external resources when only allowed for internal resources. An assignment not fulfilling mandatory qualification requirements An assignment for a resource outside normal working time. A time allocation (an illness, for example) that conflicts with an assignment. An assignment that does not fulfill the capacity of the demand. Capacity limit reached during manual scheduling. An assignment that will exceed the overtime limit of the resource. An assignment outside the validity periods of a resource. For example, a resource could be valid for WFD until next week and the planner creates an assignment for the following week for that resource. Assignment outside either demand window or resource availability. No free capacity for resource. Overtime limit of resource exceeded. Service area of resource does not match demand.

When the system displays an error message, it highlights the field or area in error on the UI to allow you to more easily identify the cause and correct the error. In the message area, you can: View or collapse the list Clear messages from the list View more detail, when available, by choosing the hyperlink in the Details column The system uses the following icons to identify the type of message: -- Error -- Warning -- Further information When the system displays an error message, it highlights the field or area in error on the UI to allow you to more easily identify the cause and correct the error.

Activities
The system attempts to save the data whenever you choose Save even if the data results in a warning message. When this does occur, change the data to correct the warning message and save the data again.

The system keeps messages only for the current session, deleting them from the list when you logoff from a session.

Analytics
Use
You can review the following information on resources by choosing Analytics from the resource planners portal: Employee availability and utilization Qualification requirements frequency and completeness

Integration
The information you see within Analytics view is maintained within the WFD Server. It is extracted from the WFD Server using a standard BI query.

Prerequisites
You have automated the extract process for the following extractors: Master Data Extractor:
Time Allocation Types 0WFM_TIMESPTYP_ATTR

Text Extractors:
Extraction of Booking Type Text 0WFM_BOOKING_TYPE_TEXT (released in previous release) Qualification description 0WFM_QUALIF_TEXT Job Function descriptions - 0WFM_JOBFUNC_TEXT Job Level descriptions 0WFM_JOBLEVEL_TEXT Service Area descriptions 0WFM_SERVAREA_TEXT Texts of Resource Types 0WFM_RESTYP_TEXT Texts of Time Allocation Types 0WFM_TIMESPTYP_TEXT

Transactional Extractors:
Extraction of Gross/Net Availability 0WFM_CAPACITY (released in previous release) Extraction of WFM Availability 0WFM_ASSIGNMENTS (released in previous release) Extraction of WFM Working time 0WFM_WORKTIME (released in previous release) Extractions of demand qualifications 0WFM_DEM_QUALI Extractions of personal demands 0WFM_DEMANDS Extractions of resource job functions 0WFM_JOBFUNC Extractions of service area data for WFD resources 0WFM_SERV_AREA Extractions of supplied resource qualifications 0WFM_RES_QUALI Time Allocation contributions based on working time range 0WFM_TIMESP_CONTRIB Extractions of WFD attribute sets of resources 0WFM_WFD_ATTSETS

Features
The service resource planning application provides the following standard reports.

Resource Availability Report

This view enables you to monitor the availability of your resources, enabling you to answer questions such as: Which of my resources has availability within the chosen timeframe? How many hours have my resources planned for unproductive (non-billable) work? This view enables you to monitor the utilization of your resources. It provides exactly unproductive time is being spent by your resources within a specified timeframe.

Resource Utilization Report

Qualification Requirement Frequency Report

This view shows you which qualifications are required most frequently, enabling you to answer questions such as:
Which qualifications are requested most frequently in my demands? Which qualifications are held most frequently by my resources? Do seasonal trends exist regarding the frequency of a particular qualification?

Qualification Requirement Completeness Report

This view enables you to monitor the percentage match for demand qualifications including the percentage match of mandatory demand qualifications and the resources qualifications assigned to those demands.

Workforce Deployment Server

Purpose
The Workforce Deployment Server (WFD Server) is a central planning service.It finds and manages assignments of personnel requirements to personnel resources. The assignments can be created manually or generated automatically. WFD Server also contains all data relevant to planning, such as the resources; their availability, service area, and qualifications; and the personnel requirements.

Implementation Considerations
WFD Server is delivered as part of the WFM 200 add-on.

Integration
Various applications can use WFD Server simultaneously as an independent resource planning service with input based on personnel demand and availability. For example, it can be used by Project Resource Planning in mySAP PLM as well as Service Resource Planning in mySAP CRM.

You can transfer the personnel resources and their availability, service area and qualifications from your mySAP ERP HCM system to WFD Server. If you do not use mySAP ERP HCM, you can use business partners from my SAP CRM or create new business partners in your application and then transfer the data to WFD Server . You can connect your Groupware to the planning scenario. WFD Server provides the WFM event handler to ensure communication between the applications. The SAP Business Information Warehouse (BW) provides a range of evaluations.

Features
WFD Server has two tasks: It is the central data basis of the following data relevant to planning:

Personnel resources and their availability and qualifications

Personnel requirements and their qualification requirements and time-related requirements of the resources

Resource service area

It finds and manages assignments of personnel resources to personnel requirements by comparing the following data:

The requirement's qualification requirements with the resources' qualifications profile The requirement's required capacity and period with the resources' availability The requirements location and the resources service area

Resources
Definition
All internal and external employees who can be scheduled to work on demands (requirements).

Use
The WFD Server finds and manages assignments of personnel resources to personnel requirements. The system compares the following data: The requirement's qualification requirements with the resources' qualifications profile The requirement's required capacity and period with the resources' availability

Structure

Integration
Resources and their time data and qualifications can be created using an application (such as Service Resource Planning) and transferred to WFD Server, or transferred directly from mySAP Human Capital Management (mySAP ERP HCM) to WFD Server.

Requirements
Definition
In the Workforce Deployment Server (WFD Server), a requirement represents work that has to be performed. A requirement contains the following attributes: Duration of the work to be performed Period in which the work is to be performed Required qualifications Location of the work to be performed

Use
To be able to plan assignments, the planning service needs a requirement. When the requirement is covered by a resource, the result is an assignment. The WFD Server searches for a suitable resource for each requirement, according to the resource's availability (time information that is mapped as a time allocation) and the qualification requirements.

Structure
Requirements can be refined, that is, they can form a hierarchical structure. Example: The XY enterprise requires a resource for 100 days, of which 50 days in the first quarter and 50 in the second quarter.

Integration
Requirements are entered using the application Service Resource Planning, for example, using the resource search. When the resource manager triggers the search, the requirements are transferred to the WFD Server. The WFD Server finds suitable and available resources for the requirements and transfers the resources back to the application.

Qualifications
Use
Qualifications can be assigned to resources or requirements: Each resource can possess a range of qualifications. Each requirement can possess various qualification requirements.

To find suitable resources for assignments, WFD Server compares the qualification requirements with the resources' qualification profiles.

Structure
WFD Server uses the qualifications catalog from mySAP ERP HCM. For more information about the qualifications catalog, see the SAP Library: SAP ERP Central Component Human Resources Personnel Management (PA) Personnel Development Qualifications and Requirements Qualifications Catalog.

Integration
Resources' qualifications and the qualifications catalog are stored in mySAP ERP HCM. If you do not use HCM, you can also define the qualifications catalog in your application (such as in Service Resource Planning). The qualifications are transferred to WFD Server for scheduling requirements.

Time Allocations
Definition
A resource's time descriptions consists of individual attendance and absence types. The total of these attendances and absences results in the time-related availability of a resource. You create types of attendances and absences for WFD Server, the time allocations. Each individual time allocation can be of a particular type, such as WORK for working time, ILL for illness, and so on. Each time specification type can be assigned the attribute available or unavailable and a priority. Example: You assign the number range 100 to 100. An absence such as lunch break is assigned the lowest priority (-100), since it can be interrupted or moved at any time. The absence illness is assigned the highest priority (100), since it cannot be interrupted or moved. The system calculates the time-related availability of a resource from the total of all time allocations (for example, Monday Thursday, 8:00 18:00, Friday 8:00 14:00).

Use
The system requires the availability of each resource to be able to schedule resources. WFD Server compares the availability with the time-related requirements of arequirement.

Integration
A resource's time information can be transferred from mySAP ERP HCM. You can specify: How infotypes and subtypes are mapped to the time allocation types in WFD Server How the work schedule (working times and breaks) is mapped to the time allocations

If you do not use mySAP ERP HCM, you can enter time information for the business partner directly in the application.

Assignments
Definition
An assignment is a relationship of a personnel requirement with a resource. WFD Server compares the following data: The requirement's qualification requirements with the resources' qualifications profile The requirement's required capacity and period with the resources' availability The requirements location and the resources service area

Assignments can be concrete (such as Thursday, 2 p.m. 4 p.m.) or non-concrete (such as 5 days in May). They can be structured hierarchically.

Structure

Integration
Assignments can be transferred to the groupware as a groupware task and as a groupware appointment.

Example
Service Resource Planning uses the resource search to find suitable and available resources for a requirement. WFD Server sends the results of the resource search to the application. The resource manager then creates an assignment by staffing a service order item (to which the requirement is attached) with a resource.

WFM Event Handler

Definition
The WFM event handler is an object to which WFD Server sends all changes made to assignments, requirements, and resources. All WFM applications can subscribe in the event handler to receive information about object changes. Each application can specify the category of objects for which it wants to receive information about changes (assignments, requirements, resources) and the event type for each object (new objects, changed, or deleted ones). You make the required settings within the SAP IMG for CRM by choosing: SAP Implementation Guide Customer Relationship Management Workforce Deployment WFD Server WFM Event Handler Specify Event Handling for WFD Objects.

Use
The WFD Server planning service can be used by various applications. The WFM event handler guarantees the flow of information between these applications. The application systems first have to register in the event handler and specify the type of changes in which they are interested. When the event handler receives changes from WFD Server, it checks which applications are interested and sends them (that is, one change can be sent to various systems, or one, or none). The application systems can delete their registration at any time.

Example
The Service Resource Planning application and the Groupware Inegration are registered as subscribers in the event handler. You want to be informed about changes to all objects (assignments, requirements, and resources). When assignments are changed in Service Resource Planning, the changes are automatically transferred to the Groupware via the event handler.

Groupware Integration
Use
Planning tools such as Service Resource Planning require Groupware integration to be able to notify scheduled resources of their planned assignments. WFD Server provides groupware integration, which enables you send information about groupware objects (groupware tasks and groupware appointments) from WFD Server to the groupware and from the groupware to WFD Server. See also the documentation for Service Resource Planning: Creating a Groupware Task Creating a Groupware Appointment

Integration
Assignments are always transferred from the application to the groupware via WFD Server. Data from the groupware is always transferred to the application via WFD Server. Data transfer is always triggered when a user chooses the Save function.

Prerequisites
You use Workforce Deployment Server. You run your planning tool in mySAP CRM 5.0. You have set up the middleware in mySAP CRM. The resources that are relevant for planning use:

MS Exchange 2000, or MS Exchange 2003 Lotus Domino 5.0, Domino 6.0, or Domino 6.5

The resource's e-mail address is known to the application. WFD Server and the applications have the same time zone.

Features
The functionality is subdivided into: Data Flow from WFD Server to the Groupware Data Flow from the Groupware to WFD Server

Data Flow from the WFD Server to Groupware

Use
You can send assignments as Groupware tasks and Groupware appointments with a subject line and text. The Groupware tasks and Groupware appointments are entered in the resource's to-do list or calendar.

Features
You can publish, change, and delete WFD assignments from the application or WFD Server in the Groupware. When using the Groupware integration for the first time, you can transfer existing WFD Server assignments, which belong to WFD applications such as service resource planning in mySAP CRM, to the Groupware. You can send WFD assignments as Groupware tasks and Groupware appointments. Groupware tasks Groupware tasks are a resource's capacitive assignments. A Groupware task contains the planned required capacity and the period in which the work is to be performed, for example, ten days in May. The resource can use Groupware tasks as original sources when creating concrete appointments in the Groupware application. If the times of an assignment that has already been published in the Groupware are changed, the times are automatically aligned in the Groupware when you save. The changes are transferred by the WFM event handler. Changes to texts are not automatically transferred; you have to retransfer the Groupware task from the application (in Service Resource Planning for cProjects-based demands, only, using the automatic Groupware Task send function). If a WFD assignment is deleted, the corresponding Groupware task is automatically deleted. In Service Resource Planning, you can also delete only the publishing in the Groupware, that is, without deleting the assignment itself (in the Groupware Task function).

Groupware appointments Groupware appointments are concrete appointments, such as Thursday, 2 p.m. 4 p.m. An assignment can only ever be sent to one individual resource, and not to groups. For cProjects-based requirements, you can create recurring appointments, such as every Tuesday. Recurring appointments are incorporated in the Groupware (provided that they are simple, that is, they do not have any hierarchical rules). Exceptions such as every Tuesday, but not the last Tuesday of the month are not supported. Assignments always have a category that is used to assign them uniquely to an application. That is, if a resource makes changes to the objects, the changes are transferred back to the application. See also Data Flow from Groupware to the WFD Server.

Data Flow from Groupware to the WFD Server

Use
You can transfer changes to groupware objects back to the application via the WFD Server. This functionality is available for cProjects based requirements only.

Prerequisites
You have maintained customizing settings in the Implementation Guide for CRM by choosing: SAP Implementation Guide Customer Relationship Management Workforce Depl oyment WFD Server WFM Groupware Integration.

Features
You can change or delete all appointments that you have received from WFD Server. The changes are automatically transferred to WFD Server. Recurring appointments: changes of single occurrences within a series are possible if they are related to the date or time of an appointment. You can create new appointments in the groupware. They can be transferred to the application and created as an assignment or time allocation. Changes to these appointments are also transferred at all times. New appointments in the groupware (that is, appointments created manually by the groupware user) are differentiated as follows:

The category is filled according to the following model: WFM_xxx_1234567890, where xxx is the application (such as CRMSV). This kind of groupware appointment can be assigned to a WFM application. If the 10-digit number can also be assigned to an existing WFM assignment, a new WFM assignment is created from the newly created groupware appointment; the new WFM assignment represents a lower-level assignment of the original assignment.

This kind of WFM assignment is recognizable as an assignment for a particular project role demand in Service Resource Planning. They do not have to be differentiated from assignments that were originally created in Service Resource Planning.

The category is different. Provided that the required Customizing settings are made, the groupware appointment becomes a WFD time allocation(identified by the staffing status, the public class, and category of the Groupware object).