What's New
The following are the new features in ServiceMax Core 24.1.
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To access the ServiceMax Core 24.1 Release Demos, sign in to the ServiceMax Litmos Learning Platform. If you do not have a Litmos account, register at ServiceMax Product Training.
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ServiceMax Core Help Transitions to the PTC Help Center
ServiceMax Online Help is now transitioned to a new Help portal. This initiative ensures that all PTC Help content has a unified experience. You can access the content updates across product versions and view the changes from a single topic. For more information, see Help on Help.
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The existing Help portal will remain accessible for reference until the July 2025 release, but it will no longer be updated after July 2024.
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Web App
Timesheet Configuration Setup UI Overhaul
The Timesheet setup UI is now available in a user-friendly and intuitive interface for setting up the timesheet configuration processes in your organization. Previously, the Timesheet setup UI had an outdated appearance not aligned with the Lightning experience. The new Timesheet UI helps:
• Ensure compliance with ongoing Salesforce Profile Permission changes and enhancements to ServiceMax Configuration Profiles.
• Empower users to have better control, and clarity in settings for how and when timesheets are processed.
The administrator can now correctly and easily configure the Timesheet-related critical features, such as the Autofill tab and the Mapping tab on the Timesheet Setup for timesheet processing.
The Timesheet setup UI also complies with the new enhancements to ServiceMax Configuration Profiles and the new Salesforce Profile Permission changes.
For more information, see Creating a Timesheet Configuration Template.
Criteria-Based Timesheet Assignment
The Timesheet Setup configuration now allows administrators to assign timesheet header processing based on user criteria, defined in the new Timesheet Setup UI. The criteria are defined using the SFM Expressions. The SFM Expressions utilizing values as conditions are currently supported. For example, an expression can be defined to only process timesheets for users located in a specific country or for users who are both active and assigned to a certain team based on a custom user field.
The administrator can now define criteria using SFM Expressions in the new Timesheet Setup UI for timesheet processing.
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SFM Expressions utilizing functions is not supported in Criteria-based Timesheet Assignment.
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For more information, see Criteria-based Timesheet Configuration.
Advanced Get Price Code Snippet
The Code011: Advanced Get Price code snippet now offers the capability to retrieve pricing from a custom Service Pricebook, even if the Work Order does not have a service contract associated with a service pricebook or labor pricing. Pricing will now be calculated based on a custom lookup field on the Work Order record that defines the service pricebook. To enable this feature, you need to set up a custom field and configure global settings in the ServiceMax Setup. This is a change from the previous behavior, which would only consider the org-wide standard pricebook if no Service Contract with a pricebook was associated.
The new Advanced Get Price Code Snippet with enhanced functionality can be configured for the Get Price button. All newly created orgs with the 24.1 release will have the Advanced Get Price Code Snippet assigned to the OOTB SFM Transaction automatically. However, the existing orgs that perform an upgrade need to configure this new functionality manually.
For more information, see Advanced Get Price.
The administrator must update the properties of the Get Price button and the SFM Page Events with the new code snippet Code011: Advanced Get Price in the SFM transaction to utilize the code snippet with the following enhancements:
• Allow Manually Entered Discounts on Work Detail Lines if no Contract Discount Exits: The Advanced Get Price Code Snippet (Code011) acknowledges discounts entered manually by a user. It applies to the price of the Work Detail line, as long as there is no discount defined in the service contract to overrule the manual discount. Previously, even if discounting was not defined on a service contract, manually entered discounts were overwritten to 0% by the Get Price logic. This has been resolved. For more information, see Get Price to Acknowledge Manually Entered Discounts.
• Parts Pricing Calculation on Work Orders with a Work Order Assigned Pricebook: The Advanced Get Price Code Snippet (Code011) can be configured with logic to look for Parts Pricebooks associated directly with the Work Order using a custom lookup field. This means that if an org is not utilizing Service Contracts for Work Order Entitlement, or a Work Order does not have entitlement, it can still have pricing retrieved from a specifically assigned Pricebook, without reverting to the org-wide Standard Pricebook. For more information, see Parts Pricing Calculation with Work Order Assigned Pricebook.
The Advanced Get Price Code Snippet (Code011) can retrieve pricing from a specified Parts Pricebook defined via a custom field on the Work Order. This extension of the existing Get Price logic, could only acknowledge the org-wide standard Pricebook if no Service Contract with Pricebook was entitled to the Work Order. Pricing can now be generated based on a custom lookup field on the Work Order record, where a parts Pricebook is defined. For this functionality to work, the administrator must configure a custom field and a global setting in the ServiceMax Setup.
• Labor Pricing Calculation on Work Orders with a Work Order Assigned Pricebook: The Advanced Get Price Code Snippet (Code011) can retrieve pricing from a specified Service Pricebook defined via a custom field on the Work Order. This extension of the existing Get Price logic, could only acknowledge the org-wide service Pricebook if no Service Contract with a service Pricebook were entitled to the Work Order. Pricing can now be generated based on a custom lookup field on the Work Order record, where a service Pricebook is defined. For this functionality to work, the administrator must configure a custom field and a global setting in the ServiceMax Setup. For more information, see Labor Pricing Calculation with Work Order Assigned Pricebook.
Launch Flows and Lightning Web Components from Wizards
The Salesforce Flows and Lightning Web Components (LWC) can be configured as a wizard step and accessed from the Wizards on the record page. For example, the user can access the IB Timeline LWC from the Work Order Wizard Step, to view the Work Order's component activity details. Managed components like IB Hierarchy and IB Timeline are listed under Type Managed Components, while custom LWCs and Flows are listed under Custom Components. Admins can choose which LWCs are part of the lightning record page and which ones are added as wizard steps for the user to access on demand based on the user's persona. To do this, configure a new custom action called UI-Component and define the required parameters for each LWC. The same custom action SFM can be associated with a wizard step and launched from the object record page.
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This feature is available only on the Web.
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The administrator can configure the Salesforce Flows and LWCs as a Custom Action SFM of type UI Component. Then, in Wizard Designer, add these Custom Action SFM as a Wizard Step in the Others category. Both managed and unmanaged components can be setup to access from the wizard step. For more information, see Configure Flows and LWCs Custom Actions and Enabling Flows and LWCs from Wizard Step.
The user can launch the Salesforce Flows and LWC from the Wizard Step of the configured record. For more information, see Launch LWC and Flows from Wizards.
User-Based ServiceMax Configuration Profiles
ServiceMax has introduced new user-based configuration profiles, which allow administrators to directly assign users to the configuration profiles instead of the Salesforce profiles. The new Configuration Profiles page enables administrators to add or remove users from the ServiceMax Configuration Profiles. The User-Based Configuration Profile screen allows administrators to create user-based group profiles, control the assignment of users between configuration profiles, and transition existing customers from profile-based to user-based group profiles.
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• This feature is available as a Closed Beta release.
• To upgrade to the User-Based ServiceMax Configuration Profiles, contact your Support or Account representative to enrol in the Closed-Beta program.
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Edit Configuration Settings Using Fewer Clicks
The administrator can now access and update the configuration settings using the new Configuration Profiles page. The new Configuration Settings UI allows the administrator to do the following:
• Search for a setting in the grid row.
• Reset to Default action from the menu in the grid row.
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This feature is available as a Beta release.
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SFM Designer
Show Field as Rich Text
A new field property, Show as Rich Text (web only), is introduced in the Field Properties section of the Transaction Designer > Layout Editor tab. This property is available for fields with the datatype Rich Text Area. When the administrator enables the Show as Rich Text (web only) toggle field, a user accessing this SFM page on web delivery can format the content in the field. Previously displayed as plain text, this enhancement allows users to format the content, making it more visually appealing and improving readability.
For more information, see Field Properties.
New Text Editor in Output Document Designer
A new text editor is introduced in the output document template designer. The new template editor coexists with the existing template editor. Users who create output document templates in the Organization instance can create or edit templates with either the end-of-life or new editor.
The old rich text editor used in the package has reached end-of-life and is in extended support mode. From release version 25.2 and later, the new editor in the Output document designer will be the default editor.
The output document template designer continues to reference the existing text editor. The option to switch between the old and the new editor is visible on the template designer screen and you can choose to hide it using the global setting GBL045.
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Switching to the new editor is recommended to become accustomed to its functionality.
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The features in the new editor are the same as those in the old editor. However, the following are the two limitations in the new editor:
• Support for source code indentation is not provided.
• Support to copy functions and fields directly into source code is not provided.
For more information, see Using the Rich Text Format Editor.
SFM Delivery
Rich Text Support
The SFM Delivery now displays formatted content on the form. Users can view content and add formatted text, tables, links, and images to the Text Area (Rich) field from the SFM web delivery UI. Previously, the Text Area (Rich) data was displayed as plain text.
Users can now view the customer-shared information on the work order record, such as images, links or any highlighted content as is the case on the SFM Delivery UI. For more information, see Rich Text Area Field.
Bulk Update Lines in the Detail Line Grid
Users can add or update the same field value in multiple detail lines on the SFM grid using the Update Selected button. They can also modify a field in a single line and choose the option to update all selected lines with this change. This reduces the time spent setting the same value for multiple lines. The updates performed are saved through the SFM Save action. For more information, see Editing Child Lines.
Bulk Delete Detail Lines
Users can bulk-select lines and initiate a delete action with a single click, reducing the number of clicks required to delete multiple detail lines from the SFM detail grid. The SFM Save action successfully deletes the lines. For more information, see Deleting Child Lines.
Freeze Columns on Detail Grid
Users can freeze columns extending from the left to the specific column displayed on the grid. This enables users to refer to the initial columns when they scroll horizontally to view more information on the record. Previously, when there were more columns, the user could not find the context of the record for which the data was viewed and had to scroll back and forth on the grid. For more information, see Freeze Columns on Child Lines.
Migration Tool
Change from SFDX-Style Commands to SF-Style Commands
The administrators should utilize the new SF-style commands to migrate the configuration items from one org to another. Those still using the SFDX-style commands, are advised to switch to SF-style commands. The Retrieve, Validate, and Deploy SF-style commands are now available for some configuration items. This change is due to Salesforce deprecating the SFDX-style commands and recommending using SF-style commands. For more information, see SF Command Plugins for Migration.
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New configuration items added in the 24.1 release can only be migrated using SF-style commands.
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Product Integration
Issue Report and Feedback
Report a Problem in the Product or on the Field
ServiceMax enables Service Organizations to report incidents or issues and capture product-related feedback for continuous improvement. Users can easily report an issue/a problem or provide feedback by briefly describing the issue with supporting images and videos attached and sending them to the Product and Quality teams. The Product and Quality teams can quickly analyze the issue or feedback and take necessary actions accordingly. This enables proactive corrections and prevents future compliance issues.
Some examples of continuous feedback and improvement are:
• Proactively address non-conformance issues jointly with the Service Organizations.
• Streamline product improvement opportunities discovered by the Service Organization.
• Resolve non-conformances as quickly as possible to prevent any recurrence.
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This feature is supported on the Web Delivery and ServiceMax Go App.
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To enable a product’s Issue Report and Feedback UI component page, the administrator can configure a Custom Action of type UI Component using a Wizard Step. For more information, see Custom Action of Type UI Component.
To provide feedback on an Installed Product or Product record, the technician or service user can use the Issue Report and Feedback UI component page. For more information, see Launch Issue Report and Feedback
Windchill Integration Using Atlas Flow and Edge
If you are interested in the ServiceMax-Windchill Integration for Issue Report and Feedback, contact the ServiceMax Support Team or Account representative. For more information, see Contact Customer Support.
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This feature is available as a Beta release.
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ACD Integration
Integration with Arbortext Content Delivery (ACD) provides a standard way for field and remote technicians using ServiceMax to access the right content for the required job directly from within Arbortext Content Delivery. The integration includes configuring an SFM Custom Action of type URL and configuring Single Sign-On (SSO) to navigate to ACD content without any further authentication.
These are a few of the benefits of the integration between ServiceMax and Arbortext Content Delivery:
• Direct access to ACD from ServiceMax.
• SSO capability eliminating reauthentication.
• Automatic filter on ACD documents based on product or specific serial number.
• Display of the latest version of a document or illustration.
For more information, refer to ACD Integration.