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Innosoft Field Management

Innosoft Field Management

Introduction

This documentation describes the interface between the symmedia HUB and the Innosoft Sales Cloud that automatically transfers closed but unresolved Service Cases from symmedia into Innosoft. The goal of this interface is to ensure that follow-up actions on unresolved cases do not get lost after a service case is closed in the HUB, and that all required information is available for further handling within Innosoft’s task management.

When a Service Case in the symmedia HUB is closed with the status “Not solved,” the interface creates a corresponding task in the Innosoft Sales Cloud. The task includes the Service Case title and description, is flagged as an emergency, and—if available—is linked to the associated machine.

The interface runs automatically on a five-minute interval, ensuring that new cases are transferred promptly without manual action. This documentation explains how the transfer works, what data is synchronized, which configuration parameters must be set, and how special cases (such as missing machine mappings) are handled.

This page is intended for administrators, support engineers, and anyone responsible for configuring, monitoring, or troubleshooting the integration.

 

These imported Service Cases are created in Innosoft Sales Cloud as tasks with the Emergency identifier (configurable) for the current day in the ServiceTec worklist (also configurable).

During operation, the title of the symmedia HUB Service Case is used as the job title in Innosoft Sales Cloud. The description of the symmedia HUB Service Case is included in the Innosoft Sales Cloud work instruction, and if available, the symmedia HUB machine is added to the machine tab in Innosoft Sales Cloud.

 

Create a Service Case in symmedia HUB

 

grafik-20251128-092133.png

  • Switch to the Service Case Overview:

grafik-20251128-092244.png

 

  • Click the Service Case and close it by selecting “Closed” from the State dropdown box.

  • In the pop up window, enter a short description why the Service Case could not be resolved (e.g., technician required) and untoggle the button in the pop up window (grafik-20251128-093007.png → grafik-20251128-092921.png )

grafik-20251128-092843.png

  • Click grafik-20251128-093100.png .

 

Your Service Case should look like this:

grafik-20251128-093221.png

 

Using the Innosoft FSM Interface

 

  • Select the Innosoft FSM Interface  from the tree navigation on the left hand side.

  • Log in with your username and password.

 

 

The following view opens up:

grafik-20251128-094529.png

  • Click on the burger menu

    in the upper left corner.

This opens the following view:

  • Click the 

    panel.

  • Click the

    button.

The following view opens up:

  • Click on the date time chooser grafik-20251128-094907.png in the upper left corner.

  • In the pop up window, select “Today” as time period.

grafik-20251128-094755.png

  • Confirm via grafik-20251128-095027.png.

  • Select the group defined for your service purposes (in this case Service Tech) from the Group drop down menu:

 

  • Find your Service Case in the Planning Board overview:

grafik-20251128-095556.png

 

  • Double click on the entry to open the Service Case:

    grafik-20251128-095648.png