How to get the FSM Service Report Attached to Deal/Account/Contact record on CRM

How to get the FSM Service Report Attached to Deal/Account/Contact record on CRM

Seamlessly Attaching FSM Service Reports to Zoho CRM

Service reports play a crucial role in tracking completed work, recording customer interactions, and ensuring smooth business operations. In Zoho FSM (Field Service Management), service reports contain important details about service appointments and technician activities. For a more streamlined workflow, businesses need to integrate these reports with Zoho CRM by attaching them to Deals, Accounts, or Contacts.

This article provides a step-by-step guide on fetching FSM service reports and attaching them to CRM records using Zoho's APIs. We'll walk through the implementation, including fetching service appointment details, retrieving the service report, and linking it to a deal in Zoho CRM.


Implementation: Fetching and Attaching FSM Service Reports to CRM

Below is the Deluge script that automates the process of retrieving the FSM service report and attaching it to a deal in Zoho CRM:

  1. /*
  2. This script retrieves a service report PDF from Zoho FSM (Field Service Management),
  3. attaches it as a note to the related Work Order in FSM, and then attaches the same PDF
  4. to the corresponding Deal in Zoho CRM.
  5. */

  7. // Get the Service Appointment ID
  8. sa_id = service_appointment.get("id");

  10. // Get the Work Order ID from the Service Appointment
  11. wo_id = service_appointment.get("Work_Order").get("id");

  13. // Retrieve the Work Order details using its ID
  14. wo = zoho.fsm.getRecordById("Work_Orders",wo_id);

  16. // Get the Deal ID associated with the Work Order
  17. deal_id = wo.get("data").get(0).get("ZCRM_Deals").get("ZCRM_Deals_Id");

  19. // Fetch the service report associated with the Service Appointment
  20. response = invokeurl
  21. [
  22. url :"https://fsm.zoho.eu/fsm/v1/Service_Appointments/" + sa_id + "/Service_Reports"
  23. type :GET
  24. connection:"fsmtofsm" // FSM connection name
  25. ];
  26. info response; // Log the response for debugging

  28. // Extract the file ID of the Service Report PDF
  29. file_id = response.get("data").get(0).get("Service_Report_PDF").get(0).get("file_Id");

  31. // Create a note in the Work Order in FSM
  32. params = Map();
  33. params.put("Note_Title","Service Report"); // Set the note title
  34. params.put("Note_Content","Service Report PDF"); // Set the note content
  35. datalist = List();
  36. datalist.add(params);
  37. data = Map();
  38. data.put("data",datalist);
  39. info data; // Log the data being sent for the note

  41. note = invokeurl
  42. [
  43. url :"https://fsm.zoho.eu/fsm/v1/Work_Orders/" + wo_id + "/Notes"
  44. type :POST
  45. parameters:data.toString()
  46. connection:"fsmtofsm" // FSM connection name
  47. ];
  48. info note; // Log the note creation response

  50. // Extract the ID of the newly created note
  51. note_id = note.get("data").get(0).get("details").get("id");

  53. // Attach the Service Report PDF to the created note in FSM
  54. filemap = Map();
  55. filemap.put("File_Id",file_id);
  56. filemap.put("File_Name","Service_report.pdf"); // Set the file name
  57. flist = list();
  58. flist.add(filemap);
  59. final_map = Map();
  60. final_map.put("data",flist);
  61. info final_map; // Log the data for the attachment

  63. attachment = invokeurl
  64. [
  65. url :"https://fsm.zoho.eu/fsm/v1/Notes/" + note_id + "/Attachments"
  66. type :POST
  67. parameters:final_map.toString()
  68. connection:"fsmtofsm" // FSM connection name
  69. ];
  70. info attachment; // Log the attachment response

  72. // Fetch the attached note (this section seems redundant as we already have the note_id)
  73. notest_resp = zoho.fsm.getRelatedRecords("Notes","Service_Appointments",sa_id);
  74. info notest_resp;

  76. // Get the file ID of the attached file (again, redundant)
  77. attachment = notest_resp.get("data").get("0").get("$attachments").get("0").get("$file_id");

  79. // Download the file (This is done to prepare the file for CRM attachment)
  80. fileResp = invokeurl
  81. [
  82. url :"https://fsm.zoho.eu/fsm/v1/files?file_id=" + attachment
  83. type :GET
  84. connection:"fsmtofsm1" // Different FSM connection? Check if needed.
  85. ];
  86. info fileResp; // Log the file download response

  88. filename = "Service report" + ".pdf";
  89. fileResp.setFileType("pdf");
  90. fileResp.setFileName(filename);

  92. // Attach the downloaded PDF to the Deal in Zoho CRM
  93. attachtodeal = zoho.crm.attachFile("Deals",deal_id,fileResp,"crmconnection1"); // CRM connection name
  94. info attachtodeal; // Log the CRM attachment response

  96. /*
  97. Key Improvements and Explanations:

  99. * Comments added to explain each step of the script.
  100. * Redundant code (fetching the note and attachment again) is pointed out.  It can be removed for efficiency.
  101. * Connection names are highlighted - ensure they are correct.
  102. * Logging (info statements) are crucial for debugging.  Keep them or add more if needed.
  103. * The script assumes the necessary connections ("fsmtofsm", "fsmtofsm1", "crmconnection1") are already configured in Zoho Creator.
  104. * The redundant fetching of the note and attachment (lines 75-84) can be optimized.  The `note_id` and `file_id` are already available, so you can directly use them to construct the final `fileResp` for CRM attachment.  This avoids an unnecessary API call.
  105. */

Step by Step Explanation

1. Fetch the Service Appointment ID and Work Order ID

  • Extract the id of the Service Appointment (sa_id).

  • Retrieve the associated Work Order ID (wo_id).

  • Fetch the Work Order details using the zoho.fsm.getRecordById API.

  • Extract the related Deal ID from the Work Order.

2. Fetch the FSM Service Report

  • Make a GET API request to retrieve the service report attached to the Service Appointment.

  • Extract the file ID of the service report PDF.

3. Create a Note in the Work Order

  • Create a note in Zoho FSM under the corresponding Work Order using the POST API request.

  • Store the newly created note ID.

4. Attach the Service Report to the Note

  • Prepare the attachment payload with the file ID and file name.

  • Use the POST API request to attach the service report PDF to the Work Order note.

5. Retrieve the Note with the Attached File

  • Fetch the related records (Notes) for the Service Appointment.

  • Extract the file ID of the attached service report.

6. Download the Service Report File

  • Use the GET API request to download the service report file using the extracted file ID.

  • Set the file type to pdf and name it appropriately.

7. Attach the Service Report to the CRM Deal

  • Use the zoho.crm.attachFile function to attach the service report to the corresponding deal in Zoho CRM.

  • Confirm the attachment by logging the response.


Zoho FSM and CRM APIs Used


1. Fetch the FSM Service Report

  • URL: Fetch Service Reports

  • Endpoint: /fsm/v1/Service_Appointments/{sa_id}/Service_Reports

  • Method: GET

  • Purpose:
     Retrieve the service report linked to a service appointment.

2. Create a Note in Work Order

  • URL: Create a Note

  • Endpoint: /fsm/v1/Work_Orders/{wo_id}/Notes

  • Method: POST

  • Purpose:
     Add a note to the work order in FSM.

3. Attach the File to the Note

  • URL: Attach File to Note

  • Endpoint: /fsm/v1/Notes/{note_id}/Attachments

  • Method: POST

  • Purpose:
     Attach a file to the created note in FSM.

4. Download the Service Report File

  • URL: Download File

  • Endpoint: /fsm/v1/files?file_id={file_id}

  • Method: GET

  • Purpose:
     Download the attached service report from FSM.

5. Attach the Service Report to CRM Deal

  • URL: Attach File to CRM Deal

  • Endpoint: /crm/v6/Deals/{deal_id}/Attachments

  • Method: POST

  • Purpose:
     Attach the service report to a deal in Zoho CRM.


SERVICE REPORT IN FSM





Conclusion

By automating the attachment of FSM service reports to CRM records, businesses can enhance data accessibility, improve service tracking, and ensure seamless operations. This integration ensures that all service-related documents are readily available within the CRM, enabling better customer interactions and informed decision-making.




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