infor cloudsuite field service configuration guide

Infor CloudSuite Field ServiceConfiguration Guide

Release 2019.x

Copyright © 2019 Infor

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Publication Information

Release: Infor CloudSuite Field Service 2019.xPublication Date: May 7, 2019Document code: csfs_2019.x_csfscg__en-us

Contents

About this guide.................................................................................................................................6

Contacting Infor.................................................................................................................................6

Chapter 1: Requirements...................................................................................................................7

Required applications........................................................................................................................7

Required information.........................................................................................................................7

Chapter 2: Configuration overview...................................................................................................8

About this CloudSuite........................................................................................................................8

Integration with other products in the CloudSuite..............................................................................8

Point to point integrations...............................................................................................................8

BOD integrations............................................................................................................................8

Concepts and definitions specific to this configuration......................................................................9

Tenant ID........................................................................................................................................9

Accounting entity............................................................................................................................9

Location.......................................................................................................................................10

Logical ID.....................................................................................................................................10

Chapter 3: Getting started...............................................................................................................11

Determining the bootstrap administrator.........................................................................................11

Accessing your cloud environment (tenant)....................................................................................11

Verifying access to your applications...............................................................................................12

Chapter 4: Post provisioning steps.................................................................................................13

User replication with BODs.............................................................................................................13

Setting up document flows..............................................................................................................13

Ming.le user management...............................................................................................................14

Chapter 5: Configuring your web browser.....................................................................................15

Setting up compatibility for Microsoft Internet Explorer browsers....................................................15

Allowing popups for browsers..........................................................................................................15

Infor CloudSuite Field Service Configuration Guide | 3

Contents

Chapter 6: Configuring security......................................................................................................16

Chapter 7: Configuring ERP user access and security through Infor Ming.le............................17

Users and roles...............................................................................................................................17

Configuring user access to the ERP through Infor Ming.le.............................................................17

Configuring additional system administrator access to the ERP through Infor Ming.le...................19

Configuring additional system administrator access to all tenant applications through Infor

Ming.le.............................................................................................................................................20

Setting up roles or groups...............................................................................................................20

Infor Distribution SX.e integration roles........................................................................................21

Automatic login and selecting configurations..................................................................................22

Verifying user access......................................................................................................................22

Setting up distribution groups..........................................................................................................22

Service accounts.............................................................................................................................23

Chapter 8: Configuring the ERP......................................................................................................24

Chapter 9: Configuring the ERP to send and receive BODs in ION.............................................26

Tasks completed by the Infor Cloud team.......................................................................................26

Understanding how applications connect to ION............................................................................26

Publishing BODs.............................................................................................................................27

Sending the initial data load.........................................................................................................27

Verifying the ION configuration........................................................................................................27

Verifying that BODs are generated..............................................................................................27

Verifying that ION receives data...................................................................................................28

Verifying the data flow between applications...............................................................................28

Chapter 10: Configuring context apps and utility apps that are used with the ERP..................29

Understanding business context messages....................................................................................29

Context and utility applications that work with the ERP...................................................................29

Enabling a context or utility app for the ERP................................................................................30

Chapter 11: Configuring and integrating other applications in the CloudSuite.........................31

Appendix A: Useful URLs................................................................................................................32

Appendix B: Troubleshooting..........................................................................................................34

Data is not flowing properly.............................................................................................................34

Users have not been invited to the tenant.......................................................................................35

A user needs to create/manage other users, but does not have Ming.le administrator rights.........35


Contents

A user can log in to Ming.le, but receives an error when trying to log in to CloudSuite Field

Service............................................................................................................................................35

A user can log in to CloudSuite Field Service, but receives an error when trying to access a

form.................................................................................................................................................35

A user receives a message that the license is expired....................................................................36

No users are able to print a report..................................................................................................36

A user receives an error when trying to print a report.....................................................................36

A user can access CloudSuite Field Service but does not see any customer data........................36

Appendix C: Business events that generate outbound BODs.....................................................37

Appendix D: Inbound BOD usage...................................................................................................39

Appendix E: BODs used in integrations with this application.....................................................40

Outbound BODs from the ERP to integrated applications...............................................................40

Inbound BODs to the ERP from integrated applications.................................................................40

Appendix F: Copying one database to another.............................................................................42

Checklist..........................................................................................................................................42


Contents

About this guide

This guide provides information for the configuration and implementation of Infor CloudSuite FieldService in a multi-tenant cloud environment.

Intended audience

This guide is intended for the system administrator or consultant who configures CloudSuite FieldService for use with Infor OS in the cloud.

Contacting InforIf you have questions about Infor products, go to Infor Concierge at https://concierge.infor.com/ andcreate a support incident.

If we update this document after the product release, we will post the new version on the Infor SupportPortal. To access documentation, select Search > Browse Documentation. We recommend that youcheck this portal periodically for updated documentation.

If you have comments about Infor documentation, contact [email protected].


About this guide

https://concierge.infor.com/

mailto:[email protected]

Chapter 1: Requirements

Ensure that all requirements are met.

Required applicationsEnsure that you have system administrator access to these applications in the cloud:

• CloudSuite Field Service• Infor Operating Service applications

Required informationObtain this information from the Infor Cloud team before you begin the integration:

• Administrator account and access information for your hosted Infor environment• Name of the CloudSuite Field Service instance or logical ID that is used to connect with Infor ION• Tenant ID that is used to connect the application to Infor ION• Enterprise organization structure, that is, accounting entities


Requirements

Chapter 2: Configuration overview

Before you complete the configuration tasks, you must understand what is provided in the CloudSuiteand how the components of the CloudSuite communicate. You should also be familiar with the list ofrelated concepts and definitions.

About this CloudSuiteThe Infor CloudSuite Field Service Solution Overview guide provides a high-level explanation of thisCloudSuite and a summary of the applications that are included. It also includes information aboutconfiguration, personalization, extension, and integration options.

Integration with other products in the CloudSuiteThe Service Management ERP application uses different integration methods to communicate withother applications in the suite.

Point to point integrationsPoint to point integrations use direct database connections that are set up by the Infor Cloud team.You might need to configure additional parameters or master data in each of the applications to completethe integration. See the appropriate integration guides.

BOD integrationsAn outbound operation typically begins when a user performs an action in Service Management thatrequires a data exchange with another ION-enabled product. A Business Object Document (BOD) XMLmessage is generated by Service Management and placed in an area designated as the Service


Configuration overview

Management message outbox. At scheduled intervals, ION connects to the outbox and retrieves theBODs from it.

In ION Desk, a connection point is set up for each product or site in the CloudSuite that can send orreceive BODs. If you add products later, the Infor Cloud team adds connection points for them, asneeded. The connection point defines the information needed to connect to the application database.It also holds a list of all the BOD documents that the application can send or receive.

You define document flows between the connection points to represent the business flows betweenthe products. For example, the tenant administrator or a technical consultant sets up a document flowbetween Service Management and Infor Ming.le to pass BODs that contain user and role information.Use the Modeler in ION Desk to define these document flows.

ION routes BODs according to the document flows between BOD-enabled products. If a documentflow is defined from [Product] to another product for a particular BOD, then at specified intervals, IONplaces the outbound BOD from Service Management in the other product's designated message in-box.Products are responsible for validating and incorporating the data in inbound BODs according to theirrules.

Concepts and definitions specific to this configurationYou must understand these terms and how they are defined in this CloudSuite.

Tenant IDThe tenant is a container for accounting entities and locations and is required in each BOD. The valueof the tenant must be the same in all of the products that exchange BODs. Data is not shared oraccessible between tenants. The tenant ID is specified by the Infor Cloud team. You can view it in theSites form. This value should not be changed.

See the information about using tenants in the Infor ION Desk User Guide - Cloud Edition.

Accounting entityAn accounting entity usually represents a legal or business entity that owns its general ledger. Everytransaction belongs to only one accounting entity. Accounting entity can also be defined as the ownerof certain master data within an enterprise. In Service Management, the site is the accounting entity.



LocationA location is the physical location that is associated with data or transactions. The location can be, forexample, a warehouse, a manufacturing location, a project location, or an office. Locations are publishedin the Location BOD. A location is required for all transactional BODs and is usually the location fromwhich a transaction or record is generated.

Logical IDThe logical ID is a unique identifier used in the communication of data between the products in thetenant's environment. Each instance of a product, for example, a site, is assigned one logical ID. InInfor ION, the logical ID is used to properly route BODs. Infor Ming.le uses the logical ID to determinewhich application to start when you click a drillback.

This logical ID is defined in the Service Management Sites form and should not be changed. For cloudapplications, the logical ID is defined by the Infor Cloud team and is retrieved automatically when theapplication connection point is created in ION.

In Infor Ming.le, each application is assigned only one logical ID regardless of the number of instancesof the application.



Chapter 3: Getting started

Ensure that all of these requirements are met before you start the configuration.

Determining the bootstrap administratorYou must designate one person as the bootstrap administrator, who will perform the initial setup of thetenant for other users. Provide this person's email address to Infor.

The bootstrap administrator, who could be an Infor consultant, a business partner, or an administratorat your company, will receive an email from Infor with the initial URL to establish an Infor Ming.le username and login. This person also receives the Application Access email with the URLs to the application.The bootstrap administrator is the only person who can initially access the tenant.

Accessing your cloud environment (tenant)1 After you register the bootstrap administrator's email address, Infor sends an email to the bootstrap

administrator that asks to verify the Infor Ming.le account.

2 Click the link in the email.

3 Specify your first name, last name, title, email address, and a password.

4 Click Create Account.Note: The link in the email expires in 48 hours. If you are past that time, please reset your passwordwith these steps:

a Remove everything after the Tenant ID in the original URL that was sent in the registration email.For example, in https://mingle-portal.inforcloudsuite.com/ITSGENXXXA03/xxxxxxx/xxxxx,ITSGENXXXA03 is the tenant ID, so you would delete everything after that.

b Copy the remaining URL and paste it into a web browser. A login dialog box should be displayed.c Click the Forgot Password link.d Infor sends a new Infor Ming.le Activation email to you.e After Infor processes your account information, Infor sends you a second email with the actual

URL to sign in to your tenant.

Note: At this point, Infor provisioning is not yet complete. Do not sign into your tenant until youreceive another "welcome" email from Infor that contains a list of useful URLs for your tenant.


Getting started

Verifying access to your applicationsAfter you sign in to the Infor Ming.le portal for the first time, ensure that you have system administratoraccess to these applications in the cloud:

1 Under the User menu, verify that you can access the menu options Admin Settings and UserManagement.

2 Under the App menu, verify that you can access Infor CloudSuite Field Service and Infor OperationService applications such as Infor Ming.le, ION Desk, and Infor Document Management.

3 Verify that you can access any optional applications that you have licensed.


Getting started

Chapter 4: Post provisioning steps

These are the initial steps that must be done after your tenant is provisioned by Infor. Post provisioningsteps are performed by tenant administrators in production.

User replication with BODsService Management uses ION BODs to replicate user credentials from the system of record, whichis Infor Ming.le. Specifically, it uses the SecurityUserMaster BOD to receive incoming sync messages.

Infor Mongoose is designed to receive the incoming BODs, but you must first set up the ION Desk asa post-provisioning action.

Setting up document flows1 In Infor Ming.le, open the ION Desk application.

2 In ION Desk, select Model > Connect > Document Flows.

3 Create a document flow called MingletoISM.

4 Drag two applications into the document flow.

5 Name one application Ming.le out, and add the Ming.le application instance.

6 Name the other application Service Management in, and add the Service Managementapplication instance.

7 Between the applications, click the Document icon three times to add these documents:

• Process SecurityRoleMaster• Sync SecurityUserMaster

8 Save the flow.

9 Click the Power icon to activate the new document flow.

10 In ION Desk, select Model > Connect > Document Flows to create another flow.

11 Create a document flow called ISMtoMingle.

12 Drag two applications into the document flow.


Post provisioning steps

13 Name one application Service Management out, and add the Service Management applicationinstance.

14 Name the other application Ming.le in, and add the Ming.le application instance.

15 Between the applications, click the Document icon three times to add these documents:

• Sync SecurityRoleMaster• Process SecurityUserMaster

16 Save the flow.

17 Click the Power icon to activate the new document flow.

Ming.le user management

Assigning new roles

When CloudSuite Field Service is added to Ming.le, the Service Management roles are automaticallycreated in Ming.le. Assign necessary roles to existing Ming.le users to authorize them as ServiceManagement users. After enabling user replication via ION Deck, adding users to the relevant rolescreates the users in Service Management and assigns them to Service Management User Groups.

Roles replication

Ming.le roles are equivalent to Service Management user groups. When a Ming.le role that has theprefix "ISM-" is assigned to a user, and a relevant user group exists in Service Management, the Ming.leuser is assigned to that user group in Service Management. For example, if Jane Doe is added to theMing.leISM-AccountsPayable role, Jane is added to the Accounts Payable user group in ServiceManagement. When a Ming.le role that does not have the prefix "ISM-" is assigned to a user, the roleis created in Service Management and assigned as-is. For example, if Jane Doe is added to theMingleEnterprise role in Ming.le, she is added to the MingleEnterprise role in Service Management.

The role replication feature enables a Service Management administrator to assign Form, IDO, FileServer, and Row permissions to a specific Ming.le role.

If you receive new user groups from a Service Management vendor, a Ming.le administrator can create"ISM-" prefixed roles manually. This can also be done for License Modules.


Post provisioning steps

Chapter 5: Configuring your web browser

Configure your browser for use with Infor Ming.le.

Setting up compatibility for Microsoft Internet ExplorerbrowsersNote: Follow these steps only if you are using Internet Explorer as your browser.

Some Infor Ming.le and Service Management versions of Internet Explorer might be incompatible. Ifso, a message is displayed to indicate that your browser is not supported. In that case, before you canrun Service Management in Infor Ming.le, you must change your compatibility view settings in InternetExplorer.

1 In the browser, click Tools > Compatibility View Settings.

2 Clear the Display intranet sites in compatibility view option.

Allowing popups for browsersEnsure that any browser that is used within Infor Ming.le allows pop-ups. If pop-ups are disabled, thehelp will not work properly.


Configuring your web browser

Chapter 6: Configuring security

Single sign on allows users to use one set of credentials to log into all Infor applications.

This CloudSuite can be set up for Single Sign On in Infor Ming.le through the use of SAML authentication,Microsoft AD FS and Integrated Windows Authentication. This requires an environment where aWindows domain trust between the client systems and the AD FS host is configured.

See the Infor CloudSuite Multi-tenant Trust Configuration Guide.

Single Sign On is set up by the provisioning team.


Configuring security

Chapter 7: Configuring ERP user access and securitythrough Infor Ming.le

Users, roles, and person IDs are defined in Ming.le and synchronized to the ERP using BODs.

Users and rolesBecause Infor Ming.le is the system of record for users, you must set up users in Ming.le and thensynchronize them with other applications in the Ming.le portal by using BODs. After the users aresynchronized with your application, you can continue the user setup in your application.

You can perform these user management tasks in Ming.le:

• Create users, including manual import of users• Update users• Delete or deactivate users• Reset passwords• Monitor recent user activity and mobile sessions• Manage sessions

Configuring user access to the ERP through InforMing.leCaution: The Infor Cloud team configures the initial Infor Ming.le system administration user and itsroles, as well as several other required accounts. We recommend that you do not change theconfiguration of this initial system administrator or the other required accounts.

You must add other users in Infor Ming.le before they can access Infor CloudSuite Field Service throughInfor Ming.le.

1 From the Infor Ming.le User Menu, select User Management.2 On the Users page, follow these general steps to add users. See the Infor Ming.le online help for

more information.


Configuring ERP user access and security through Infor Ming.le

a Click + to add a user.b Clear the Send Invitation option so that you can send the invitation later, after you have completed

the user setup.c Save your changes.d Click the details icon to view details for the user.

Note: The IFS Person ID will be used to synchronize personnel records with Service Management.It is generated automatically and should not be changed.

e In the Security Roles tab, assign the user to one or more roles, and click Add & Close.

In order for users to access Service Management through Infor Ming.le, they must be assignedat least one Service Management role.

• The administrative role is ISM-System Administrator and the general role is ISM-StandardForms.

• If you are integrating with CloudSuite Distribution, the administrative role is ISM-SX.e IntegrationAdmin and the general role is ISM-SX.e Integration.

You might not see all of the application-specific roles that you need. If you do not see the rolesyou need, those roles can be added and assigned later from within Service Management.

f Save your changes.

The information is sent through BODs to Service Management after you save your changes.

3 Open CloudSuite Field Service from the App Menu.

4 If prompted, select a configuration, which is linked to one of your Service Management sites. If youplan to use one site as a master site, select the configuration for the master site.

5 In Service Management, select Form > Open and open the Users form.

6 In the Users form, click the filter toolbar button to see all of the users who were defined in InforMing.le.

7 Update the information for each user to specify additional required or optional fields that are notshared with Infor Ming.le. See the Service Management online help for more information.

8 After you add your users in Infor Ming.le, verify that the user information has been sent throughBODs to Service Management. This information should be shown in the Service Management Usersform:

• The user name (email address) that you set for each user in Infor Ming.le is shown in the UserName field.

• The IFS Person ID that was set for each user in Infor Ming.le is shown in the WorkstationDomain/ID field.

These values should not be changed.

9 Assign the user’s form editing permission level, PO requisition limit, and multi-site group authorization,as needed. See the online help.

10 Set the user’s password for the Service Management web client or mobile app.

(This is not the same password that is used to log in to the Infor Ming.le portal. The Infor Ming.leportal password uses the IFS ID tied to the Workstation ID, so no additional user login is requiredto access the Service Management application in Infor Ming.le.)

When users access Service Management through the web client or mobile app rather than throughInfor Ming.le, they must know this password.



11 Ensure that the email address that you set for each user in Infor Ming.le is shown in the PrimaryEmail Address on the Users form. This value should not be changed. We recommend setting theseadditional fields for the user:

12 In the Groups tab, click in the grid and select Actions > New to add a new row.

13 Click in the Group Name field to view the list of groups. Add any groups to which this user shouldbelong. If you were able to assign the groups as security roles for the user in Infor Ming.le, you willsee them listed here. Otherwise, you can assign the additional groups here.

14 Click User Modules and assign the appropriate license modules to the user.

By default, users who are originally created in Infor Ming.le and sent through BODs to ServiceManagement are assigned a Transactional license in Service Management. This is handled throughthe Admin License Module Name setting in the Process Defaults form.

15 Save your changes.

16 In Infor Ming.le User Management, select the user’s record, and then select Action > ResendInvitation.

The user receives a notification with a link that provides user-specific access to Infor Ming.le andto Service Management.

Configuring additional system administrator access tothe ERP through Infor Ming.leThe Infor Cloud team initially configures system administrator access for one user between Infor Ming.leand Service Management.

Infor Ming.le provides a default Infor-SystemAdministrator role that enables full access to all productsthat are linked to Infor Ming.le. Service Management has an Infor-SystemAdministrator group or rolethat allows access to all Service Management screens. When a user who has theInfor-SystemAdministrator role in Infor Ming.le is synchronized to Service Management, that userautomatically has access to all Service Management forms.

1 In Infor Ming.le, add the Infor-SystemAdministrator role to the appropriate users.



After you update the user information, a BOD is sent from Infor Ming.le to Service Management tosynchronize administrator users with this role.

2 Assign additional system administration roles, either in Infor Ming.le or in the Service ManagementUsers form, to the appropriate users.

Configuring additional system administrator access toall tenant applications through Infor Ming.leNote: The Infor Cloud team initially configures system administrator access for one user between InforMing.le and Service Management.

1 On the Infor Ming.le User Menu, select User Management.2 On the Users page, click the Detail icon for one of the users that you want to make an administrator.

3 In the Security Roles tab for that user, click + to add roles.

4 In the Search field, specify Admin to filter for all administration roles, and click the search icon.

5 Select the check box at the top of the column, to select all admin roles.

Note: If you have "power users" who only need administrator access in some applications, selectthe “administrator” roles only for specific applications for those users.

6 Click Add & Close.

7 Click + again and specify Mingle in the filter field. Add all displayed roles to the admin user.

8 Click + again and specify Homepage in the filter field. Add all displayed roles to this user.

9 Click the Save icon on the Security Roles tab to save the roles for this user.

Setting up roles or groupsPredefined security roles (groups) are used in both the Service Management application and in InforMing.le. You can add groups, and add users to the groups, in Service Management. These updatesare then sent to Infor Ming.le through the SecurityRoleMaster BOD. This BOD is defined at the tenantlevel.

Caution: Administrators should not add all Service Management groups to a user, as some groupshave permissions set up to block access to data.

1 In Service Management, use the Groups form to create roles that can access specific forms,programs, and logical folders.

A BOD is generated by Service Management. The information from this BOD is used in Infor Ming.leto automatically create a matching security role. User groups in Service Management are the sameas security roles in Infor Ming.le and should always be synchronized.

2 Optionally, click Group Authorizations to see the full access for each role on the ObjectAuthorization for Group form.



This form is controlled by a record cap and by default shows 200 records. See the online help topic"About Caps" for information about how to override a record cap.

3 Optionally, set privileges on the Object Authorization for Group form. These privileges can begranted or not granted for the group:

• Delete controls whether the user can delete records.• Edit controls whether the user can edit existing data.• Execute controls all privileges, including whether the user can open the form. When execute is

not granted, all privileges are unavailable.• Insert controls whether the user can insert records.• Read controls whether the user can read data.• Update controls whether the user can save changes to existing data.• Bulk Update controls whether the user can perform a bulk update, such as multiple find and

replace operations.

4 Associate the roles with users. This can be done in either Infor Ming.le or Service Management:

• To associate roles with users in Infor Ming.le:a Select User Management.b Select a user.c Click the Details icon.d In the Security Roles tab, click +.e Select the roles you want for the user, and click Add & Close.Infor Ming.le generates a BOD and sends it to all applications that run in the Infor Ming.le portal.Service Management uses the information from this BOD to associate the role or group with theService Management user record.

• To associate roles with users in Service Management, go to the Users form, filter for the user,and use the grid on the Groups tab to associate the user with the appropriate groups.

Service Management generates a BOD that is sent to Infor Ming.le. Infor Ming.le then sendsanother BOD to all applications that run in the Infor Ming.le portal, to update the user records inall applications.

Note: Do not manually create a security role in Infor Ming.le that does not exist in ServiceManagement.

If you delete a role in either Service Management or Infor Ming.le, you must also delete thecorresponding role in the other application.

Infor Distribution SX.e integration rolesThere are two roles that you might use if you are integrating CloudSuite Field Service with InforDistribution SX.e:• SX.e Integration role: This role provides access to all screens and forms that a typical CloudSuite

Field Service user would need to access to perform service and rental functions when integratedto SX.e.

• SX.e Integration Admin role: This role provides access to screens and forms that are needed onlyby a CloudSuite Field Service administrator. This might include event application system forms, IDOmaintenance forms, parameter forms, utilities, and others.



Automatic login and selecting configurationsWhen users first access CloudSuite Field Service through Infor Ming.le, they see a dialog box. Becauseof Single Sign On, the user ID and password are not requested; however, users must select a CloudSuiteField Service configuration.

Subsequent logins depend on how the user signs in and out of the application and Infor Ming.le:

• If users sign out of the Service Management application before exiting Infor Ming.le, then the nexttime they open the Service Management application, they must select a configuration.

• If users close the browser without signing out, or exit Infor Ming.le without signing out of ServiceManagement, then the next time they open the Service Management application, the previousconfiguration is automatically selected and no dialog box is shown.

Verifying user accessTo verify that users were created properly and can access the appropriate forms in Service Management:

1 Log in to Infor Ming.le portal as a user. The user must belong to a role that is defined as anadministrator in both Infor Ming.le and Service Management.

2 From the App Menu, open CloudSuite Field Service.

3 If prompted, select the appropriate configuration and click OK. The application session is opened.

4 Open the Users form and verify this information for several users:

• User Name matches the Email address in Infor Ming.le.• Workstation Domain/ID matches the IFS Person ID in Infor Ming.le.• Groups that you assigned to this user are set as roles in Infor Ming.le.

5 Sign out of the application and Infor Ming.le. Close the browser.

6 Log in to Infor Ming.le and Service Management as a non-administrative user who has access.

7 Ensure that you can open any forms that the user has authorization to open, and that you cannotopen any forms for which the user is not authorized. as a non-administrative user who has accessto both

Setting up distribution groupsOptionally, you can set up distribution groups in Infor Ming.le for CloudSuite users who require accessto ION in order to view or update information or to troubleshoot errors. See the Infor Ming.le onlinehelp.



Service accountsThe Infor Ming.le Service Accounts page shows accounts that have resource owner grants. If yourapplication will make API requests, you must have a resource owner grant in order to contact the InforAuthorization Service. This service provides a token for API requests.



Chapter 8: Configuring the ERP

Configure the Service Management application using these general steps.

This section assumes that you have already set up the users and groups (roles).

1 Open the Service Management application in the Infor Ming.le portal.

2 Set up a file server and logical folders.

See “Setting up a File Server for ERP in the Cloud” in the online help.

3 Set up the application to send reports by email to users.

On the Intranets form, click the filter button to show the predefined records.

In the CORP intranet record, select Send Email Notification. The Infor Cloud Team has alreadyset up the required fields for SMTP, TaskMan, and Report Server for the CORP intranet. Thesefields should not be changed.

4 Define report options.

You do not print a report directly from the application in the cloud. When you click Print or Preview,by default the report is displayed as a PDF in your browser, and you can save or print it from there.

In the Report Options form, the Infor Cloud team has already set default options for all users. Donot modify this default record, which has a blank User field value. However, you can add recordsfor individual users or reports, and change some of the settings specifically for that user or report.For example, you can set Email Notification to Yes for some reports. You cannot specify a printeror a different Output Directory. See the online help for information about all of the options.

5 Follow these steps, using the online help:

• On the Sites form, set the Time Zone. Do not change any of the other site information on thisform.

• Set the invoice length on the Accounts Receivable Parameters form.• Set up the chart of accounts and financial information.• Set up other parameter forms.• Set up master data such as customers, vendors, and items.

6 Set master data to standardized values.

To ensure consistent master data between integrated applications, use the ISO standard valueswhere applicable. You can map existing non-standard units of measure, currencies and countriesto ISO values through these Service Management forms:

• Currency CodesNote: ISO currency codes are required for some integrations. ISO currencies are not definedas part of an initialized database and must be set manually.

• Countries


Configuring the ERP

• Unit of Measure

7 The values that you must configure in Service Management for integrations–for example, customer,vendor or item master records, or system parameters–often depend on the application with whichService Management will exchange information. For more information, see the appropriate applicationintegration guide.


Configuring the ERP

Chapter 9: Configuring the ERP to send and receiveBODs in ION

This section describes how to configure Service Management to communicate with ION. Integrationsbetween this application and other applications use ION to send and receive BODs. For details abouta specific integration, see the appropriate integration guide.

Tasks completed by the Infor Cloud teamThe Infor Cloud team has already set up Service Management so that it can generate BODs and placethem in a message outbox from which Infor ION Connect can retrieve them. The team also has set upthe inbound message configuration, so that BODs sent to this application can process those messages.

Understanding how applications connect to IONThe Infor Cloud team has created connection points in ION Desk for each of your Infor cloud applicationsthat use ION. You cannot modify these connection points, but you can add to the list of documentsthat can be sent or received by the connection point.

In an integration between two BOD-enabled applications, document flows are set up to define theBODs that flow between the application connection points.

A connection point can be reused in one or more document flows. See the section on ION ConnectModeling in the Infor ION Desk User Guide - Cloud Edition for additional information about connectionpoints and document flows.

In a connection point, if you remove a document that is used in a document flow, an error is shown inthe document flow messages pane.

You cannot activate connection points separately. When you activate a document flow, the associatedconnection points are activated.


Configuring the ERP to send and receive BODs in ION

Publishing BODsYou publish BODs so that ION can retrieve them from your message outbox. You can publish BODsfor general use by any product that subscribes to the BODs through Infor ION. After you perform aninitial data load from your application, you verify that data is flowing out of the application into ION. Fordetails about a specific integration, see the appropriate integration guide.

For an ION-based integration between this application and another application, see the appropriateintegration guide for these instructions:

• Setting up the document flows• Performing any additional configuration of the applications that is required for that integration

You can then use the steps in the integration guide to publish the BODs.

Sending the initial data loadDuring normal processing, BODs are published when a user changes data or completes a transaction.However, when you start a new integration with another application, you must manually generate BODsthat pass the current set of data from your application to another application, so that the base systemsare synchronized. The BODs are placed in the message outbox, from which Infor ION retrieves themand passes them to the other application.

After the initial data load, Service Management sends BOD updates when users change certain dataor when certain transactions occur in Service Management.

See Business events that generate outbound BODs on page 37.

In most cases, you will not need to perform an initial data load of Service Management master andtransaction data.

Verifying the ION configurationUse these tasks to verify that the connections are set up correctly.

Verifying that BODs are generated1 Determine what user actions generate certain BODs. See Business events that generate outbound

BODs on page 37.

2 Perform those user actions in Service Management.

3 In ION Desk use OneView or other ION Desk functions to review the messages.

If messages are not displayed in ION Desk, check the message outbox in the application to see ifBODs were generated but were not retrieved by ION.



In Service Management, check the Replication Document Inbox to find generated BODs.

4 If messages are not flowing, review the XML data for the BOD.

Verifying that ION receives dataTo verify that ION is receiving BODs from Service Management, perform these actions in Infor IONDesk:

• Select Manage > Connect > Active Connection Points to show the message queue counts.• Select Manage > OneView to show individual messages, if they are enabled.• Select Manage > Connect > Error BODs to see if any errors were reported.

If you encounter problems, see Data is not flowing properly on page 34.

Verifying the data flow between applicationsAfter you create and activate document flows to other applications, you can check the message inboxarea of the other applications, to ensure that data is flowing between the applications.



Chapter 10: Configuring context apps and utility appsthat are used with the ERP

On the right side of the Infor Ming.le page is a collapsible panel that hosts several Infor Ming.le contextand utility applications.

Context apps are lightweight applications that communicate with the application frame to presentcontextual information to the user. These applications subscribe to information published by theapplication frame and display relevant content only when it is available. The values and content of theapplication depend on the current context that is shown in the product application panel in Infor Ming.le.

Utility apps are lightweight applications that show information unrelated to content in the application.They do not communicate with the application frame and, if activated, are shown when the applicationis open.

Understanding business context messagesA business context message is a JSON message that is sent from a Service Management screen,field, or other user interface object to establish the current context. These messages can be used formany contextual purposes within Infor Ming.le, including drillbacks.

To find the business context message that is sent by a specific object, use the Infor Ming.le ContextViewer application. See the Infor Ming.le online help.

Context and utility applications that work with the ERPThese standard context and utility apps are available:

• Alerts• Context Viewer• Documentation• Paparazzi• Posts• Tasks


Configuring context apps and utility apps that are used with the ERP

For information about how to use the standard apps, see the Infor Ming.le online help.

Enabling a context or utility app for the ERPFollow these steps to enable one or more of the context or utility apps to work with Service Management:

1 From the User Menu, select Admin Settings.

2 In the Manage Applications tab, double-click to select your application.

3 In the Manage Context/Utility Apps tab, select the app that you want to enable.

4 In the Permissions tab for that app, either select Grant access to all users or click Add newusers and/or IFS security roles to specify certain users or roles in Service Management that canaccess this context app.

5 In the Applications tab for that app, select your application and enable it for the app.

6 Save your changes.

To see the changes, you might need to sign out of the application and Infor Ming.le. Close your browserand reopen it.


Configuring context apps and utility apps that are used with the ERP

Chapter 11: Configuring and integrating otherapplications in the CloudSuite

Integrating with Infor ION

See the Infor Service Management Configuration Guide for Infor ION for more information.

Integrating with Service Management mobile app

See the Infor Service Management Mobile App User Guide for information about configuring and usingthe app.

Configuring the Excel Financial Tool Add-on

See the Infor Service Management Excel Financial Tool Add-on User Guide for more information oninstalling and configuring the tool.

Configuring the Service Portal app

See the Infor Service Management Portal Administration Guide – Cloud Edition for more information.

Configuring the Microsoft Outlook Add-in

See the Infor Service Management Microsoft Outlook Add-in User Guide for more information.


Configuring and integrating other applications in the CloudSuite

Appendix A: Useful URLs

The Infor Cloud team provided you with working URLs to the products in your CloudSuite.

Example URLs

These examples are provided for your convenience:

Infor Ming.le Web

Example: https://mingle-portal.inforcloudsuite.com/<CustomerID>_<EnvironmentType>

Web Client

Example: https://mguseastap-ism.ssmgf.inforcloudsuite.com/WSWebClient/default.aspx?tenant=<CustomerID>_<EnvironmentType>&configgroup=<CustomerID>_ISM_<EnvironmentType>&config=<CustomerID>_ISM_<EnvironmentType>_<Site>&forcesso=1

Excel Financial Add-in Tool

Example: https://mguseastws-ism.ssmgf.inforcloudsuite.com/IDORequestService/ConfigServer.aspx?configgroup=<CustomerID>_ISM_<EnvironmentType

Mobile Connected Service

Example: https://mguseastap-ism.ssmgf.inforcloudsuite.com/WSWebClient/mobile.aspx?tenant=<CustomerID>_<EnvironmentType>&configgroup=<CustomerID>_ISM_<EnvironmentType>&config=<CustomerID>_ISM_<EnvironmentType>_<Site>&page=formonly&form=HomePage_service.mobi&forcesso=1

Additional URLs

These URLs are the same for all customers:

REST Web Service Endpoint

https://mguseastws-ism.ssmgf.inforcloudsuite.com/IDORequestService/MGRestService.svc

Credit Card Interface Web Server

https://mguseastap-ism.ssmgf.inforcloudsuite.com/WSWebClient

Mobile App Server

mguseastws-ism.ssmgf.inforcloudsuite.com


Useful URLs

https://mguseastws-ism.ssmgf.inforcloudsuite.com/IDORequestService/MGRestService.svc

https://mguseastap-ism.ssmgf.inforcloudsuite.com/WSWebClient

mguseastws-ism.ssmgf.inforcloudsuite.com

For the tax interface, see the Infor Service Management Tax System Interface Configuration Guide forthe correct URL based on the tax system you are using.


Useful URLs

Appendix B: Troubleshooting

This section describes actions that you can perform to solve integration issues with Infor OS.

Data is not flowing properlyProblem: An issue is preventing the flow of BOD data to ION.

Solution: After you complete the configuration setup, if BOD data is not flowing to ION, use ION OneViewto identify the problem.

ION OneView is under the Manage menu in ION Desk. You can perform these actions in ION OneView:

• Track business documents from a single consolidated view: search for documents using differentsearch criteria.

• View all ION components that were triggered by the incoming document: Connection Points;document flow filters and content-based routing; mappings; ION engines for example, Monitor,Workflow, and Pulse; monitors; activation policies and workflows.

• View more details about ION components:• Properties for each ION component.• List of events that were logged by each ION component while processing the message.• Visibility of the different messages sent or generated: Original BOD messages that triggered the

whole list of components displayed; Confirm BOD messages that were generated due to anyerror while processing the Original BOD message; Mapped/Updated BOD messages that werecreated during the processing of the Original BOD message. Drilldown views that are used todisplay the appropriate management pages for the selected ION component.

• Content of BOD messages. This information is only available to authorized users, based on theroles and permissions that are configured.

For more information, see the section on ION OneView in the Infor ION Desk User Guide - CloudEdition.

To avoid business discrepancies between this application and integrated applications, correct anyerrors as soon possible.


Troubleshooting

Users have not been invited to the tenantProblem: Users have not received an invitation to the tenant.

Solution: Contact the bootstrap administrator of the tenant to request that the user be created. If youdo not know the bootstrap administrator, log a support ticket requesting that the information be providedto you.

A user needs to create/manage other users, but doesnot have Ming.le administrator rightsProblem: A user needs to create or manage other users, but does not have Infor Ming.le administratorrights.

Solution: Contact the bootstrap administrator of the tenant to request that the Infor Ming.le user begiven the Infor-SystemAdministrator security role.

A user can log in to Ming.le, but receives an error whentrying to log in to CloudSuite Field ServiceProblem: A user can successfully log in to Infor Ming.le, but receives an error when trying to log in toCloudSuite Field Service.

Solution: Too many Infor Ming.le users have been given the ISM-LM-SMPLUSTRANS Security Role,which represents the Service Management License Module. Remove the security role from any InforMing.le user not needing access to CloudSuite Field Service. Add the security role to the user whoneeds it and save, then retry signing in to CloudSuite Field Service.

A user can log in to CloudSuite Field Service, butreceives an error when trying to access a formProblem: A user can successfully log in to CloudSuite Field Service, but receives an error when tryingto open a form.

Solution: Your user is not associated to a permission group. In Infor Ming.le, associate your user witha valid security role, such as ISM-System Administrator or ISM-Standard Forms. Sign out and back into CloudSuite Field Service to gain access to forms in that permission group.


Troubleshooting

A user receives a message that the license is expiredProblem: A user receives a message that the license is expired.

Solution: Log a support ticket requesting that a new key be generated and applied.

No users are able to print a reportProblem: All users are not able to print a report.

Solution: Log in to CloudSuite Field Service and open the File Servers form. Confirm that an entryexists where the Server Name value is IdmFileServer. If it does not, log a support ticket to haveIDM reconfigured.

A user receives an error when trying to print a reportProblem: A user receives an error when trying to print a report.

Solution: Confirm that the user is set up in Infor Ming.le with the IDM-User security role.

A user can access CloudSuite Field Service but doesnot see any customer dataProblem: A user can access CloudSuite Field Service but does not see any customer data.

Solution: Check if the user has been given the ISM-Service Portal security role and remove it if so.


Troubleshooting

Appendix C: Business events that generate outboundBODs

This table shows the events, which are user actions in Service Management, that generate an outboundBOD from Service Management:

User action to generate the BODNounVerb

Save an update to a customer that has a CustomerSequence equal to 0.

BillToPartyMasterSync

Save an update to a customer that has a CustomerSequence equal to 0.

BillToPartyMasterProcess

Create, save, or delete general codes, such as State,Tax Codes, Tax Jurisdictions, Skills, Certifications,Commodity Codes, Price Codes, Terms Codes

CodeDefinitionProcess

Create a new contact. Save a changed contact. Deletea contact.

ContactMasterProcess

Save an Add, Update, or Delete of a contact.ContactMasterSync

Save an Add, Update, or Delete of a customer.CustomerPartyMasterSync

Save an Add, Update, or Delete of a customer.CustomerPartyMasterProcess

Post labor.EmployeeWorkTimeSync

Perform a stockroom adjustment (for example, miscel-laneous issue/receipt or quantity adjustment).

InventoryAdjustmentSync

Post results of a cycle count or physical inventory.InventoryCountSync

Post an invoice or credit memo from a service orderor contract.

InvoiceProcess

Create a new warehouse (ActionCode = Add). Savea warehouse change (ActionCode = Change). Deletea service owned warehouse (ActionCode = Delete).

LocationProcess

Receive material either through a service order returntransaction or through the PO requisition process.

ReceiveDeliverySync


Business events that generate outbound BODs

User action to generate the BODNounVerb

Generate a PO requisition to satisfy demand for mate-rials or post a partner reimbursement with reimburse-ment type of voucher.

RequisitionProcess

Post a miscellaneous expense on a service order.ServiceConsumptionSync

Save an Add, Update, or Delete of a service order,line, operation, or transaction.

ServiceOrderSync

Issue material to a service order or ship a sales orderline.

ShipmentSync

Save an Add, Update, or Delete of a customer.ShipToPartyMasterSync

Save an Add, Update, or Delete of a customer.ShipToPartyMasterProcess

Save an Add, Update, or Delete of vendor.SupplierPartyMasterProcess


Business events that generate outbound BODs

Appendix D: Inbound BOD usage

This table shows the incoming BODs that Service Management can accept. It also indicates, whenpossible, what area of Service Management shows the processed inbound data.

Destination of processed data in Service Manage-ment

NounVerb

Customers form and related formsBillToPartyMasterSync

Customers form and related formsBillToPartyMasterProcess

Depends on type of codeCodeDefinitionSync

Contacts form and related formsContactMasterSync

Contacts form and related formsContactMasterProcess

Customers form and related formsCustomerPartyMas-ter

Sync

Customers form and related formsCustomerPartyMas-ter

Process

Items form and related formsItemMasterSync

Warehouse form and related formsLocationSync

Miscellaneous Receipt form and related formsReceiveDeliveryProcess

Purchase Order Requisitions formRequisitionSync

Customer Ship Tos form and related formsShipToPartyMasterSync

Customer Ship Tos form and related formsShipToPartyMasterProcess

Vendor form and related formsSupplierPartyMasterSync


Inbound BOD usage

Appendix E: BODs used in integrations with thisapplication

This section contains the list of BODs that are available with Service Management.

Outbound BODs from the ERP to integratedapplicationsThis table shows the BODs that are available with Service Management. Where the product is blank,the BOD is generated by Service Management but is not currently used by interfacing products. TheBOD is available to be processed through ION and any application that is set up to receive it.

To applicationsNounVerb

CloudSuite DistributionContactMasterProcess

CloudSuite DistributionCustomerPartyMasterProcess

CloudSuite DistributionInvoiceProcess

CloudSuite DistributionShipToPartyMasterProcess

CloudSuite DistributionSupplierInvoiceProcess

CloudSuite DistributionSupplierInvoiceProcess

CloudSuite DistributionServiceOrderSync

Inbound BODs to the ERP from integrated applicationsThis table shows the BODs that can be received and processed by Service Management. Where theapplication is blank, the BOD is not currently used by interfacing application.

From applicationsNounVerb

CloudSuite DistributionCodeDefinitionSync


BODs used in integrations with this application

From applicationsNounVerb

CloudSuite DistributionContactMasterSync

CloudSuite DistributionCustomerPartyMasterSync

CloudSuite DistributionInventoryCountSync

CloudSuite DistributionInvoiceSync

CloudSuite DistributionItemMasterSync

CloudSuite DistributionLocationSync

CloudSuite DistributionPersonSync

CloudSuite DistributionReceiveDeliverySync

CloudSuite DistributionShipToPartyMasterSync

CloudSuite DistributionSupplierPartyMasterSync


BODs used in integrations with this application

Appendix F: Copying one database to another

It is common to copy one database to another, such as a live environment to a test environment.

ChecklistAfter copying one database to another, you must reset some settings in the application. Do this toprevent unwanted interaction with external applications, such as tax interfaces or credit card gateways.On the applicable forms, clear out customer contact information, connection points, and the settingslisted below. Reset the parameters and settings on these forms:• Tax Interface Parameters: You may need to reset external URLs or database information that was

previously set up. See the Tax System Interface Configuration Guide for more information.• Credit Card Interface Parameters: You may need to reset external URLs and connection information

that was previously set up. See the Credit Card Configuration Guide for more information.• Vendor Document Profile: You may need to clear vendor information that you do not want to send

data to by mistake.• Customer Document Profile: You may need to clear customer information that you do not want

to send data to by mistake.• Customer Shipping Accounts: You may need to clear customer account information that you do

not want the new database to use.• Active Background Tasks: Disable background tasks that were enabled in the original database.• Workflow Event Handler Activation: Disable application events that were enabled in the original

database.

See the online help for more information on specific forms.


Copying one database to another

infor cloudsuite field service configuration guide

Documents