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TeamViewer Application General Information

Product Information

Full name of the application and its version integrated with SAP cloud solution

TeamViewer Frontline 4.15

Product web page

https://www.teamviewer.com/frontline/

 

TeamViewer SAP cloud integration and other solutions

SAP Field Service Management

(min version: 2105)

Requirements for SAP Cloud Solutions integration:
  • Frontline Command Center
  • Connector
  • Extension Installation in FSM

Technical Documentation

Architecture Diagram constitutes the TeamViewer solution and required SAP components including interfaces used. It is mandatory. Included in SI enablement package as a separate file 

SAP Field Service Manager Frontline Assist Integration 

SAP APIs used by TeamViewer solution

 

  • The extension is using ShellSDK, DataAPI and QueryAPI.
  • Per customer, an extension access URL is provided. 
  • Extension can be downloaded from Foundational Services of SAP FSM.
  • FSM Mobile clients are also integrated to Assist. They can make calls on its own. This integration is based on the Launch External App feature and is available for Android and iOS.
  • Connection is secure with the shared secret that is known to Frontline and FSM Service Workflow.

Authentication:

Using OAuth2 access pattern to access the FSM public APIs, which is the SAP recommended approach. Client credentials enable custom permissions at the extension level. 

Functional Overview 

Supported Functions - General Description

Scope of Integration

For Assist:

  • Added FSM Extension to initiate Assist calls from the FSM web client (dispatcher).
  • Ability to have live video calls with AR Markers, capturing media and generating reports; linked to SAP FSM.
  • Calls can also be started from FSM mobile client.

Customer Benefits 
  • Fully customizable UI: We have built the extension using SAP Fiori, and we can easily create different UIs for each customer. This means they can control which menus they would like to display.
  • Fully customizable business logic: The fact that we have access to all service activities means that we can create fully tailored processes on how Assist calls are built into the customer scenarios.
  • Automatic documentation: All data of Assist calls and Inspect reports are stored in the SAP FSM system by default. 

Business Processes

Diagram below shows how the Frontline integration to Field Service Manager can support customers in specific business processes:

Product Implementation

The programming languages and tools TeamViewer is using for implementation:

  • JavaScript
  • Java/J2EE/EE Application
  • SAP U15/HTML5 Application
  • SAP BTP Business Application Studio

The product runs on a JavaVM server.

SAP BTP/ Cloud Platform Services used BTP Kyma.

Identity and Access Management

The user authentication method is the OAuth 2.0 Protocol.

Device and OS Information

Supported OS:

  • Android (min version: 9.x)

Supported form factors:

  • Smart glasses
  • Smartphones
  • Tablets

Programming languages and used SDKs for mobile app development:

  • ShellSDK