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Offline Time Entry for Service Engineer

Flexibility through Efficient Field Service Management

Offline recording is a supplement to the SAP Customer Service (CS) module that offers service employees deployed in the field the option of recording their confirmation data and materials offline, i.e. outside SAP and without a connection to a server. An interactive PDF form is used here, the service report, which is generated in SAP on the basis of service orders and can be sent to the employees by e-mail. Hereby, two processes are supported: One for the confirmation on the basis of an existing service order and one for the confirmation with service order creation.

Your Benefits

Improved Data Quality

Increased data quality to boost your productivity

Simplification & Automation

Less manual effort and reduction of visible fields due to KI-based analysis

Improved Governance

Ownership and responsibility for each master data field

Your Benefits

Optimize Service Processes for Your Business

Employees deployed in the field can record their feedback data offline. The focus here is on forms that are generated on the basis of service orders and made available to employees on a mobile basis. A centralized cockpit in SAP ERP provides ongoing monitoring and subsequent processing of the confirmation data entered offline, where an overview of the processing status of each individual form is provided at any time. Incoming forms are processed automatically, whereas exceptional situations occurring in background processing are reported by e-mail. In addition, the application is flexibly expandable and easily adaptable to requirements beyond standard functionalities.

Functions & Features of Offline Time Entry for Service Engineer

  • High degree of integration: The form is integrated like a print form in customizing and can thus be generated directly in SAP based on the data of a service order
  • The incoming version can be processed directly in SAP
  • High data quality: Media breaks are avoided. The returned data can be checked in the cockpit and, if necessary, corrected and supplemented
  • Transparency: The cockpit provides an overview of the processing status of each individual form at any time
  • High degree of automation: Incoming forms are processed automatically. Exceptional situations are reported automatically
  • Extensibility: The application is flexibly extendable and thus easily adaptable to requirements that go beyond the standard


The scope of delivery includes:

  • Provision of the software license
  • Provision of relevant transport requests
  • Installation guide with description of the technical requirements as well as the necessary import steps
  • Customizing documentation with description of the necessary and optional settings for the solution
  • User documentation with description of how the solution works

Available languages:

  • Solution (user interface, online help and messages): English, German
  • Documentation: German


SAP Release

  • SAP S/4HANA Finance 1503 and 1605 or
  • SAP S/4HANA 1511 - 1610 (on-premise edition)

Special Software Components

  • SAP_FIN 7.20 - 7.30 or
  • S4CORE 1.00 - 1.01
  • SAP_ABA / SAP_BASIS 7.50 - 7.51

The solution requires the use of the following NTT DATA Business Solutions AddOns in order to be used:

  • it.XIA App
  • SAP CS Connector for InfoCollector

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