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Processing Service Orders

After setup and activation, service orders can be synchronized with CLAAS DSM (Digital Service Manager) as described below.

How Synchronization Works

The synchronization between our ERP solution and CLAAS DSM works as follows:

  • Sending a service order to CLAAS DSM creates a log entry containing the order and worksheet information. This log entry is sent to CLAAS DSM by the TSRCI Send Dms Log job queue.
  • On CLAAS DSM, technicians work on the order and can add or remove items, change quantities, and log time. Any change is sent back to our ERP solution.
  • Incoming messages are received via the published web service and written to the interface log.
  • The TSRCI Main Process Routine job queue processes these log entries: incoming data is first written to the CLAAS DSM Line buffer, shown on the worksheet as Item and Resource lines, and then merged into the actual service and resource lines of the worksheet.

Note

An outgoing message immediately receives a short, synchronous confirmation indicating whether it was received successfully. The actual data changes are returned separately and asynchronously, once CLAAS DSM has processed the order.

Note

Processing standalone attendance and absence time entries from CLAAS DSM (not linked to a specific service order) requires orderbase Time Management to be active. Without it, our ERP solution logs an error for these entries.

The exchanged messages are categorized by the following message types, visible in the Interface Log:

Message Type Direction Purpose
If01 our ERP solution → CLAAS DSM Sends a service order and its worksheet to CLAAS DSM.
If02 CLAAS DSM → our ERP solution Returns changes made on CLAAS DSM (items, quantities, time, status) for an existing service order.
If02 Initial WorkOrder CLAAS DSM → our ERP solution Confirms that a service order was created on CLAAS DSM.
If03 Work Order / If03 Custom Work Order CLAAS DSM → our ERP solution Sends a time entry linked to a service order. Requires orderbase Time Management.
If03 Attendance / If03 Absence CLAAS DSM → our ERP solution Sends a standalone attendance or absence time entry not linked to a specific service order. Requires orderbase Time Management.

Service Order Actions

On the Service Order page, in the lines FastTab menu bar, the CLAAS DSM action group is added:

Action Description
Send Sends the service order to CLAAS DSM. The service order is then locked for editing in our ERP solution.
Log Shows the historical interface log entries for the data exchange with CLAAS DSM.
Open DSM Pro Opens the service order on the CLAAS DSM website.
Canceled Service Lines Shows service lines that were deleted after the service order had already been synchronized with CLAAS DSM.
Get Work Order ID Retrieves the CLAAS work order ID to be stored on CLAAS DSM. For more information, see Internal Service Orders.

Important

Once a service order has been sent, it is locked for editing in our ERP solution. Further changes must be made in CLAAS DSM and are synchronized back automatically.

CLAAS Worksheet Fields

On the Service Item Worksheet page, the CLAAS FastTab shows the following fields:

Field Description
CLAAS Customer ID Reference The customer ID as used on CLAAS DSM.
CLAAS Machine ID Reference The unique machine identifier as used on CLAAS DSM.
Work Order No. The service order number on CLAAS DSM.
Work Order ID The unique (background) ID identifying the service order on CLAAS DSM.
Work Order Status The order status on CLAAS DSM.
Available options: New, Pending, Closed, Canceled
Update Required Indicates that the service order has changed since the last synchronization and needs to be sent again. Set automatically whenever a line is changed.
DSM Lines Exist Indicates that incoming item or resource lines from CLAAS DSM are still waiting to be processed into the worksheet.
Processed Lines Reviewed After a user has reviewed the processed lines, this checkbox is selected to confirm that everything is correct. This checkbox has no effect on processing and is automatically cleared whenever a new update comes in, whether internal or from CLAAS DSM.

In the menu bar, the CLAAS DSM action group provides the following actions, in addition to Send, Log, Open DSM Pro, Canceled Service Lines, and Get Work Order ID described above:

Action Description
Update Service Lines Transfers processed CLAAS DSM lines into the service and resource lines. Normally handled automatically by the job queue; use this action only for troubleshooting.
Processed Lines Reviewed Activated the Processed Lines Reviewed checkbox for all lines.

Incoming items and resource times initially arrive in the CLAAS DSM Item Lines and CLAAS DSM Resource Lines FastTabs before being processed into the actual service and resource lines.

Note

In a properly working system, the CLAAS DSM Item Lines and CLAAS DSM Resource Lines FastTabs are usually empty. Entries remain here only if an error prevented further processing.

Internal Service Orders

Not all work is linked to a specific customer machine, e.g., sweeping the yard or other internal work. For this purpose, CLAAS DSM allows defining a fixed internal (dummy) work order to which such time entries can be booked.

To link a fixed internal service order in our ERP solution with the corresponding CLAAS DSM setting, proceed as follows:

  • Create the internal service order, e.g., with a dummy service item that does not represent a real machine.
  • Click Get Work Order ID in the menu bar to retrieve the CLAAS work order ID that uniquely identifies this service order.
  • Enter this ID in the corresponding internal work order setting on CLAAS DSM.

Note

This link only needs to be established once per internal service order.

Tip

Each service order should only contain a single service item. While our ERP solution technically allows multiple service items per service order, each service item receives its own separate work order ID, and CLAAS recommends dealers to use one service item per service order.

Interface Log

The CLAAS-specific DSM Interface Log page extends the standard interface log with message-type information and additional troubleshooting actions.

Important

The manual actions described below are intended for troubleshooting by consultants or support staff. Under normal operation, sending and processing is handled automatically by the job queue entries described in the Setup section.

Action Description
Download Message Downloads the outgoing or incoming message as a JSON file.
Download Response Downloads the response to an outgoing message as a JSON file.
Send Data Sends the message to CLAAS DSM.
Process Message Writes an incoming CLAAS DSM message into the DSM lines of the service order.
Actions > Set Entry Status to Erroneous Manually sets the log entry status to Erroneous.
Actions > Open > Open Service Order Opens the related service order.
Actions > Open > Open Worksheet Opens the related service order worksheet.
Actions > Open > Open Interface Card Opens the interface setup.
Actions > Open > Open Job Queue Opens the Job Queue Entries page.
Actions > Open > Open DSM Pro Opens the related order on the CLAAS DSM website.

When an error occurs, drill down into the log entry to see the error details. If needed, download the full message or response as a JSON file for further analysis.

Service Comments

Comments in the Fault Comments, Resolution Comments, and Internal Comments FactBoxes on the Service Order page are synchronized with the corresponding comments technicians enter on CLAAS DSM. A DSM Comment checkbox indicates whether a comment line originated from CLAAS DSM.

Important

Comments of these types are replaced with the current CLAAS DSM comments every time an update is received from CLAAS DSM. Enter or edit these comments in our ERP solution only before sending the service order for the first time; afterward, edit them in CLAAS DSM so your changes are not overwritten by the next synchronization.