Sync Reports for ServiceMax Mobile Apps
Sync Reports for ServiceMax Mobile Apps
Organizations are required to monitor and control technician activities in the field to ensure technicians stay connected, comply with best practices, and not have technical issues that will impact productivity. Sync status reports facilitate this, through the following aspects.
• Reporting on client versions, to verify the application of most recent upgrade by all users
• Monitoring configuration syncs, to check compliance to best practices for data integrity
• Collection of data relevant to sync activities, to understand application usage patterns
• Tracking sync failures in the field, to evaluate potential network or application issues
Currently, sync reports are supported for ServiceMax Mobile Apps for iPad, iPhone, Android, and Laptop.
All sync operations such as initial sync, manual and scheduled configuration, and data sync, and aggressive sync can be tracked using these reports. The unsupported sync operations are data purge, location tracking, and download on demand.
 |
Sync Reports are not supported for the ServiceMax Go app.
|
Configuration
To enable capturing of data related to sync, enable the Capture synchronization time logs option in the Other Settings tab of the Mobile Configuration screen and do a configuration sync.
The reports are created on the ServiceMax Job Log object, using the custom report type Sync Reports. These reports can be modified in subscriber orgs, as per business requirements. To create new sync reports, the sample reports can be cloned, or new reports can be created using the custom report type Sync Reports.
ServiceMax Mobile for iPad
These reports apply to ServiceMax Mobile for iPad App and Field Service App for iPad.
|
Report Name
|
Description
|
|---|---|
|
Client Version – iPad
|
Client application version of users, organized by profile.
|
|
Initial Sync – iPad
|
Initial syncs of users, organized by profile, and includes sync times.
Data set for this report is retrieved by looking for records that have Sync Type (ServiceMax Job Log field name: Log Category) field equals INITIAL SYNC and Device (ServiceMax Job Log field name: Type) equals MASTER_IPAD. Filtering by value MASTER_IPAD retrieves only the summary records for the specific Sync Type. This is because the master is an aggregation of different sync calls for the given sync type and stores the total (cumulative) duration.
|
|
Incremental Data Sync – iPad
|
Incremental data syncs of users, organized by profile with sync times.
Data set for this report is retrieved by looking for records that have Sync Type (ServiceMax Job Log field name: Log Category) field equals INCREMENTAL DATA SYNC and Device (ServiceMax Job Log field name: Type) equals MASTER_IPAD. Filtering by value MASTER_IPAD retrieves only the summary records for the specific Sync Type. This is because the master is an aggregation of different sync calls for the given sync type and stores the total (cumulative) duration.
|
|
Configuration Sync – iPad
|
Configuration syncs of users, organized by profile with sync times.
Data set for this report is retrieved by looking for records that have Sync Type (ServiceMax Job Log field name: Log Category) field equals CONFIG SYNC and Device (ServiceMax Job Log field name: Type) field equals MASTER_IPAD. Filtering by value MASTER_IPAD retrieves only the summary records for the specific Sync Type. This is because the master is an aggregation of different sync calls for the given sync type and stores the total (cumulative) duration.
|
|
Sync Count History – iPad
|
Sync count for all sync types, organized by profile and date.
|
|
Sync History By User – iPad
|
Syncs of users with the count, client version, timestamp, and status.
|
|
Sync Failures – iPad
|
Incomplete syncs for all sync types, organized by profile.
|
|
Sync Failures By User – iPad
|
Incomplete syncs of users with the count, client version, and timestamp.
|
To enable capturing of data related to sync reports, enable the Capture synchronization time logs option in the Other Settings tab of the Mobile Configuration screen and do a configuration sync.
ServiceMax Mobile For iPhone
The following table lists ServiceMax Mobile for iPhone sync reports.
|
Report Name
|
Description
|
|---|---|
|
Client Version – iPhone
|
Client application version of users, organized by profile.
|
|
Initial Sync – iPhone
|
Initial syncs of users, organized by profile, and includes sync times.
Data set for this report is retrieved by looking for records that have Sync Type (ServiceMax Job Log field name: Log Category) field equals INITIAL SYNC and Device (ServiceMax Job Log field name: Type) equals MASTER_IPHONE. Filtering by value MASTER_IPHONE retrieves only the summary records for the specific Sync Type. This is because the master is an aggregation of different sync calls for the given sync type and stores the total (cumulative) duration.
|
|
Incremental Data Sync – iPhone
|
Incremental data syncs of users, organized by profile with sync times.
Data set for this report is retrieved by looking for records that have Sync Type (ServiceMax Job Log field name: Log Category) field equals INCREMENTAL DATA SYNC and Device (ServiceMax Job Log field name: Type) equals MASTER_IPHONE. Filtering by value MASTER_IPHONE retrieves only the summary records for the specific Sync Type. This is because the master is an aggregation of different sync calls for the given sync type and stores the total (cumulative) duration.
|
|
Configuration Sync – iPhone
|
Configuration syncs of users, organized by profile with sync times.
Data set for this report is retrieved by looking for records that have Sync Type (ServiceMax Job Log field name: Log Category) field equals CONFIG SYNC and Device (ServiceMax Job Log field name: Type) field equals MASTER_IPHONE. Filtering by value MASTER_IPHONE retrieves only the summary records for the specific Sync Type. This is because the master is an aggregation of different sync calls for the given sync type and stores the total (cumulative) duration.
|
|
Sync Count History – iPhone
|
Sync count for all sync types, organized by profile and date.
|
|
Sync History By User – iPhone
|
Syncs of users with a count, client version, timestamp, and status.
|
|
Sync Failures – iPhone
|
Incomplete syncs for all sync types, organized by profile.
|
|
Sync Failures By User – iPhone
|
Incomplete syncs of users with the count, client version, and timestamp.
|
To enable capturing of data related to sync reports, enable the option Capture synchronization time logs in the Other Settings tab of the Mobile Configuration screen and do a configuration sync.
ServiceMax Mobile For Android
These reports apply to ServiceMax Mobile For Android app and Field Service App for Android.
|
Report Name
|
Description
|
|---|---|
|
Client Version – Android
|
Client application version of users, organized by profile.
|
|
Initial Sync – Android
|
Initial syncs of users, organized by profile, and includes sync times.
Data set for this report is retrieved by looking for records that have Sync Type (ServiceMax Job Log field name: Log Category) field equals INITIAL SYNC and Device (ServiceMax Job Log field name: Type) equals MASTER_ANDROID. Filtering by value MASTER_ANDROID retrieves only the summary records for the specific Sync Type. This is because the master is an aggregation of different sync calls for the given sync type and stores the total (cumulative) duration.
|
|
Incremental Data Sync – Android
|
Incremental data syncs of users, organized by profile with sync times.
Data set for this report is retrieved by looking for records that have Sync Type (ServiceMax Job Log field name: Log Category) field equals INCREMENTAL DATA SYNC and Device (ServiceMax Job Log field name: Type) equals MASTER_ANDROID. Filtering by value MASTER_ANDROID retrieves only the summary records for the specific Sync Type. This is because the master is an aggregation of different sync calls for the given sync type and stores the total (cumulative) duration.
|
|
Configuration Sync – Android
|
Configuration syncs of users, organized by profile with sync times.
Data set for this report is retrieved by looking for records that have Sync Type (ServiceMax Job Log field name: Log Category) field equals CONFIG SYNC and Device (ServiceMax Job Log field name: Type) equals MASTER_ANDROID. Filtering by value MASTER_ANDROID retrieves only the summary records for the specific Sync Type. This is because the master is an aggregation of different sync calls for the given sync type and stores the total (cumulative) duration.
|
|
Sync Count History – Android
|
Sync count for all sync types, organized by profile and date.
|
|
Sync History By User – Android
|
Syncs of users with the count, client version, timestamp, and status.
|
|
Sync Failures – Android
|
Incomplete syncs for all sync types, organized by profile.
|
|
Sync Failures By User – Android
|
Incomplete syncs of users with the count, client version, and timestamp.
|
ServiceMax Mobile For Laptop
These reports apply to ServiceMax Mobile for Laptop, Field Service App for Windows Laptop, and Field Service App for Windows Surface.
|
Report Name
|
Description
|
|---|---|
|
Client Version – MFL
|
Client application version of users, organized by profile.
|
|
Initial Sync – MFL
|
Initial syncs of users, organized by profile, and includes sync times.
Data set for this report is retrieved by looking for records that have Sync Type (ServiceMax Job Log field name: Log Category) field equals INITIAL SYNC and Device (ServiceMax Job Log field name: Type) equals MASTER_MFL. Filtering by value MASTER_MFL retrieves only the summary records for the specific Sync Type. This is because the master is an aggregation of different sync calls for the given sync type and stores the total (cumulative) duration.
|
|
Incremental Data Sync – MFL
|
Incremental data syncs of users, organized by profile with sync times
Data set for this report is retrieved by looking for records that have Sync Type (ServiceMax Job Log field name: Log Category) field equals INCREMENTAL DATA SYNC and Device (ServiceMax Job Log field name: Type) equals MASTER_MFL. Filtering by value MASTER_MFL retrieves only the summary records for the specific Sync Type. This is because the master is an aggregation of different sync calls for the given sync type and stores the total (cumulative) duration.
|
|
Configuration Sync – MFL
|
Configuration syncs of users, organized by profile with sync times.
Data set for this report is retrieved by looking for records that have Sync Type (ServiceMax Job Log field name: Log Category) field equals CONFIG SYNC and Device (ServiceMax Job Log field name: Type) equals MASTER_MFL. Filtering by value MASTER_MFL retrieves only the summary records for the specific Sync Type. This is because the master is an aggregation of different sync calls for the given sync type and stores the total (cumulative) duration.
|
|
Sync Count History – MFL
|
Sync count for all sync types, organized by profile and date.
|
|
Sync History By User – MFL
|
Syncs of users with the count, client version, timestamp, and status.
|
|
Sync Failures – MFL
|
Incomplete syncs for all sync types, organized by profile.
|
|
Sync Failures By User – MFL
|
Incomplete syncs of users with the count, client version, and timestamp.
|
To enable capturing of data related to sync reports, enable the option Capture synchronization time logs in the Other Settings tab of the Mobile Configuration screen and do a configuration sync.
ServiceMax Job Log Details
The sync reports are created on the ServiceMax Job Log object, using the custom report type Sync Reports. As the ServiceMax Job Log object is a generic object, its field labels are generic, and the custom report type maps them to labels applicable to sync status data attributes. You can modify/clone these, or create new reports using the custom report type Sync Reports.
Details of each field are given in the following table.
|
Field Label in Object
|
Field Label in Custom Report Type
|
Purpose
|
|---|---|---|
|
Apex CPU Time
|
Code Execution Time#
|
CPU time on the Salesforce application servers occurring in one Apex transaction for executing Apex code, and any processes that are called from this code such as package code and workflows. Operations that don’t consume application server CPU time aren’t counted toward CPU time. For example, the portion of execution time spent in the database for DML, SOQL, and SOSL isn’t counted, nor is the waiting time for Apex callouts.
This is the Code Execution Time value returned by Salesforce. when Limits.getCpuTime call is made at the end of a sync web service call.
For more information about the related governor limit 'Maximum CPU time on the Salesforce servers', which is 10,000 milliseconds (Synchronous) / 60,000 milliseconds (Asynchronous), see Salesforce online help.
|
|
Call Status
|
Sync Status
|
Status of the sync request:
• InProgress - Indicates the receipt of sync request by the server. This status is used when the sync request is received by the server and a ServiceMax Job Logs record is created.
• Completed / Failed - Indicates the end of processing of sync request by the server. This status is used when the processing of the sync request is completed by the server and the response is about to be sent. At this time, the existing ServiceMax Job Logs record for the specific sync request is updated, and the status is changed from InProgress to one of these values, depending on whether the processing was successful or not.
|
|
Client Response Processing Timestamp
|
Client Response Processing Timestamp
|
Date time at which the processing of sync response from the server was completed by the client app.
|
|
Client Response Receive Timestamp
|
Client Response Receive Timestamp
|
Date time at which sync response from the server was received by the client app.
|
|
Client Version
|
Mobile Client Version
|
The version number of the mobile client application that initiated the sync request.
|
|
Event Name
|
Server Processing Time
|
For master records (Type = MASTER_*), it is server processing time in seconds, with the value calculated using this formula: Response Returned Timestamp - Request Received Timestamp
For detail records, it identifies the purpose of the sync request (for example, VALIDATE_PROFILE, MOBILE_DEVICE_TAGS, and so on).
|
|
Event Type
|
Network Latency
|
For master records (Type = MASTER_*) it stores total network latency in seconds, with the value calculated using this formula: (Request Received Timestamp - Sync Start Time) + (Client Response Receive Timestamp - Response Returned Timestamp)
For detail records, it identifies the sync request type (SYNC / META_SYNC).
|
|
Group Id
|
User Name
|
For master records (Type = MASTER_*), it is the Full Name of the mobile client user who initiated the sync request from the client app.
For other sync time log records, it is the user's Salesforce Record Id.
|
|
Log Category
|
Sync Type
|
Indicates the type of sync operation initiated by the mobile user such as INITIAL SYNC, INCREMENTAL DATA SYNC, CONFIG SYNC, or SFM SEARCH (when an online search is performed).
|
|
Log Context
|
Client Processing Time#
|
Time taken by the client app to process sync response, with the value calculated using this formula: Client Response Processing Timestamp - Client Response Receive Timestamp
|
|
Log level
|
Database Operation Time
|
For master records (Type = MASTER_*), it is the time taken in seconds for database operations in the server, with the value calculated using this formula: Server Processing Time - Code Execution Time
|
|
Log Timestamp
|
Sync Start Time
|
Date and time at which sync request was initiated by the client app
|
|
Message
|
Total Sync Time (sec)
|
For master records (Type = MASTER_*), it is the total time taken in seconds for a sync request (e.g. for INITIAL SYNC, CONFIG SYNC, and so on), with the value calculated using this formula: Client Response Processing Timestamp of the last web service call for the sync request - Sync Start Time of the first web service call for the sync request
This value gets updated when the sync is in progress, with every web service call.
|
|
Operation
|
Sync Request Id##
|
Unique request id for a specific sync call (such as INITIAL SYNC, INCREMENTAL DATA SYNC, or CONFIG SYNC) made by a client app
|
|
Profile Id
|
ServiceMax Group Profile
|
For master records (Type = MASTER_*), it is the Profile Name of the ServiceMax Group Profile associated with the mobile client user who initiated the sync request from the client app.
For other sync time log records, it is the Salesforce Record Id of the ServiceMax Group Profile.
|
|
Request Received
|
TimestampRequest Received
|
TimestampDate time at which a sync request from a client app is received by the server
|
|
Response Returned Timestamp
|
Response Returned Timestamp
|
Date time at which server initiates the response to a sync request from the client app
|
|
Type
|
Device
|
Stores the name of the device that initiated the sync request. In master sync time log records which store cumulative durations, the device name is stored with the prefix MASTER_.
|
|
Created By
|
Created By: Full Name
|
Full Name of the user who created the record
|
|
Created By
|
Created Date
|
The date on which the record was created
|
|
Last Activity Date
|
Last Activity Date
|
When someone in your organization last did something related to the record. It represents one of the following:
• The latest Due Date of the completed tasks on a record
• The latest Date of events on a record
Refer to this Salesforce Knowledge article for more details.
|
|
Last Modified By
|
Last Modified By: Full Name
|
Full Name of the user who made changes (for example, changes to a phone number or an address) to the record. Refer to this Salesforce Knowledge article for more details.
|
|
Last Modified By
|
Last Modified Date
|
Date and time stamp for changes (for example, changes to a phone number or an address) made to the record
|
|
Log Name
|
Log Name
|
Name field
|
|
Owner
|
Owner: Full Name
|
Full Name of the owner of the record
|
|
Id
|
ServiceMax Job Log ID
|
Salesforce Record Id field
|
#This value is stored in seconds when the Type (Device) field value is MASTER_<any value> (for instance MASTER_IPAD); it is stored in milliseconds when the Type (Device) field value is anything else (for instance iPad).
## Records related to a MASTER_* record are identified using the value of the Operation (Sync Request Id) field. The MASTER_* record field stores the sum of the values of all the related records.
SVMX Job Log Object Auto-purging
Auto-purging of these log records happens during data sync, based on the value of the global configuration setting SET015 under module ServiceMax iPad Client, submodule Synchronization. By default, log records older than 30 days are purged. The value of this setting can be set to a lower value to retain fewer log records so that only the most recent records are retained.
Interpreting Sync Reports
This section provides some pointers on how to interpret some key aspects of sync reports.
• Comparing InProgress entries with Completed / Failed entries: You might see a significant number of sync report records with both InProgress and Completed/Failed status. It is not possible to conclude anything based on absolute/relative numbers of such records. However, the following points can be noted to understand what these mean in a specific org. In general, the date range of these InProgress records and the number of users from whose devices these have been created should help find out the average number of failures per user per day. This average rather than the absolute number of records is a good indicator of whether the number of failures is ok or not. If failures are encountered by only some users and not all, then those users would have reported the issues as their day-to-day usage of the app would have been affected.
• Knowing the type/cause of the failure: It is not possible to find out more detail on the type/cause of the failure from ServiceMax Job Log records. As the name of the configuration option and the purpose of the fields in the report imply, the purpose of these log records is to capture the time taken for different types of sync operations and get the count of successful and failed syncs. If the pattern indicates issues with a particular type of sync/user / particular time of day (OOTB reports and additional custom reports created from these log records can be checked to find out this), further investigation can be done for that particular sync/user.
• Knowing the volume of data synced: As explained above, these sync reports do not capture any information related to the volume (size or count of records) of data synced. For this, refer to the Input key to enable Sync Activity Monitoring in the Mobile Configuration screen.