Scope of Downloaded Data
This section explains the scope of data downloaded to mobile apps, based on how mobile configuration has been defined. The scope covers the details of configuration data, records that match the configuration & are downloaded, related records that are automatically downloaded, and records that are not downloaded.
Events and Tasks
Logged-in user's calendar events are downloaded for the event window configured in the Synchronization Settings page. Additionally, if any criteria that is mentioned as a part of SET012 (Module ServiceMax iPad Client, Submodule Synchronization), only those events within the event window that match the criteria are downloaded.
1. Retrieve events and tasks for the next 'n' days option specifies the future event horizon from the current date time.
2. Delete events and tasks older than 'n' days option specifies the past event horizon from the current date time.
3. Events and their related records, for example, Event records, related Work Order records, and their child records* (Work Detail lines), are automatically downloaded, when BOTH these conditions are true:
◦ Logged-in mobile user has access to the related object.
◦ Logged-in mobile user has access to at least one SFM transaction which uses the related object as either source or target header or child object.
4. If the conditions mentioned in point 3 above are not true, the event itself is not downloaded.
5. For the event-related records, child records are downloaded automatically* if user has access to the child object(s).
6. For the event-related records, Attachment records and attached files are NOT automatically downloaded - they have to be explicitly configured using Advanced Download Criteria.
Logged in user's tasks are downloaded for the event window configured in Synchronization Settings page as per points 1 and 2 above.
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*Child Objects are those that have a Master-Detail relationship with a parent object. For example, Work Detail is a child object of Work Order, Parts Order Line is a child object for Part Order. Though Parts Order Line has a lookup to Work Order, since its Master-Detail relationship is to Parts Order object, it is not considered as a child object of Work Order. It is considered as a related record. So, if an event is created for a Work Order record, only related Work Detail records for the referenced Work Order record will be downloaded automatically (along with the event and the Work Order records). In order to download such related records, include them in Download Criteria.
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Download Criteria
Download Criteria records are downloaded based on the configuration defined using attributes of the same object.
1. They need not be associated with events.
2. Child records are NOT automatically downloaded for Download Criteria records. For example, if Work Order is included in the Download Criteria, related Work Detail records are not automatically downloaded. The only way to get child records downloaded in this case, is to define a separate Download Criteria configuration for the child object.
3. However, it is not possible to configure download criteria for child records such as to download only those child records which belong to parent records that get downloaded. For example, while it is possible to configure Download Criteria for Work Order and Work Detail objects individually, it is NOT possible to configure the condition that Work Detail records must be the child records of only those Work Order records that match the Work Order object's Download Criteria configuration. This has to be done through customization.
Advanced Download Criteria
Advanced Download Criteria records are downloaded based on the configuration defined using attributes of a related object (mandatory) and attributes of the same object (optional).
1. The relationship can be one-level (examples: Work Order's Account or Contact, IB's Product) or two-levels (examples: IBs in Work Order Locations, open & unscheduled Work Orders of currently scheduled Word Order's Account).
2. The record of the top-level related object (Work Order in the examples above) MUST be related to an event.
3. Attachments can be configured for downloading ONLY using Advanced Download Criteria.
4. The top-level related object can be any object such as Parts Order, IB, and so on, provided point 2 above is satisfied.
Advanced Get Price
When Advanced Get Price using JavaScript (also known as Get Price 2.0) is enabled by setting the group configuration setting SET009 (Module ServiceMax iPad Client, Submodule Synchronization), some business data and transaction data records are downloaded automatically. These records are downloaded during initial sync, incremental sync, and during Download On Demand of any Work Order record.
Incremental changes to price calculation data in server are synchronized to mobile apps only during manual and scheduled data syncs, and not during aggressive sync. To enable the download of these records during aggressive sync, a group configuration setting SET022 (module ServiceMax iPad Client, submodule Synchronization) needs to be set to True. Its default value is False. This setting currently applies only to ServiceMax Mobile for iPad app.
Details of these records are given below:
1. Service/Maintenance History, Service/Maintenance Contract, and Product Warranty records related to the following work orders if they are entitled:
a. Work orders related to events
b. Work orders downloaded through Download Criteria configuration
2. Child records of all the Service/Maintenance Contract records downloaded, limited to this object list:
a. Included Services, Pricing Rule
b. Parts Pricing, Parts Discount
c. Labor Pricing, Expense Pricing
d. Travel Policy, Mileage Tier, Zone Pricing
3. Price Book records based on Download Criteria. If Price Book is not included in the Download Criteria, all existing Price Books will be downloaded automatically.
4. Price Book Entry records for each downloaded Price Book record are also fetched automatically. They are limited to Product records that are downloaded, and in the currencies of the work orders downloaded.
5. Service Pricebook records based on Download Criteria. If Service Pricebook is not included in the Download Criteria, all existing Service Pricebooks will be downloaded automatically.
6. Service Pricebook Entry records for each downloaded Service Pricebook record are also fetched automatically. They are limited to the Activity Type referenced in the following Work Detail records:
a. Work details related to events, if any
b. Work details which are child records of event-related work orders
c. Work details downloaded through Download Criteria configuration
7. The above Service Pricebook Entry records are downloaded for the set of currencies referred in the parent work orders of the above work details, for each active Service Pricebook
8. Product Warranty records related to the following Installed Product records:
a. Installed Product records downloaded through Download Criteria configuration
b. Installed Product records downloaded through Advanced Download Criteria configuration (for instance, Installed Product records at Work Order Location – this is for location-based price calculation)
Checklists
In order for checklist meta-data to be downloaded to your mobile device, the Enable Checklists button under Setup Home > Mobile & Offline > Mobile Configuration > Other Settings tab should be selected. Only those checklist configurations which meet the following criteria are downloaded.
1. Checklist processes assigned to your ServiceMax group profile. The checklist processes that are not assigned to any ServiceMax group profile are NOT downloaded.
2. An active Service Flow Wizard with a process step of type Checklist/Survey is available for the source object.
Checklist records are downloaded only for those objects which are a part of the Download criteria or Advanced criteria OR has an event in the Event window. The specific checklist records that are downloaded are determined based on settings under the Checklist settings under Setup Home Mobile & Offline Mobile Configuration Other Settings tab.
• Download Completed is selected for downloading submitted checklists.
• Download In Progress is selected for downloading checklists that were started but not yet submitted
These records are downloaded during initial sync and incremental sync (manual, scheduled and aggressive).
Related Records
Related records are those records that have a lookup to records that are downloaded to the mobile app. Related records are NOT downloaded automatically for any of the above records, except for events as described in the section Events & Tasks and for Get Price. Examples of related records are Work Order's Account, Contact, or IB, Work Detail's Part, IB, or Location, etc.
1. Name field values of related records are automatically downloaded for up to 32 custom lookup fields per object
2. If an object has custom lookup fields of more than 32, use SET004 and/or SET008 to skip unwanted fields and resolve the required fields.
Sharing Settings
Sharing Settings are applied on top of the criteria mentioned above, only if group configuration setting SET014 (Apply sharing rules during data sync, module ServiceMax iPad Client, submodule Synchronization) is set to True. This setting is set to False by default.
Download On Demand (DOD)
SFM search result records Online can be downloaded on demand to mobile apps. These records are not present in the mobile device's local database and are retrieved on executing SFM Search with the option Include Online Results. Child records are also downloaded except for attachments if the technician has access to the child records.
Price Book records are based on Download Criteria. If Price Book is not included in the Download Criteria, all existing Price Books will be downloaded automatically. Price Book Entry records for each downloaded Price Book record are also fetched automatically. They are limited to Product records that are downloaded, and in the currencies of the work, orders downloaded.
When you perform Download on Demand on Installed Base and its location records, where GBL037 is set to true, then its files (Salesforce files) are downloaded.
Configuration Data
There are two types of configuration data that are downloaded as part of Initial Sync and Configuration Sync. All of the configuration data are downloaded based on your Salesforce profile and ServiceMax profile settings.
Salesforce configuration data includes object definitions along with field attributes, picklist dependencies, custom labels, and images.
ServiceMax configuration data which includes SFMs, SFM Wizards, SFM Searches, JavaScript Code Snippets, Mobile Configuration Settings, and ServiceMax Configuration Settings.