administrator's guide sap ar service technician 1.0 …s guide sap ar service technician 1.0...

Administrator's Guide

SAP AR Service Technician 1.0 SP04

Target Audience

■System Administrators

■Technical Consultants

Introduction ............................................................................................................................................. 4

History of Changes............................................................................................................................... 4

SAP AR Service Technician .................................................................................................................... 5

About this Document ............................................................................................................................ 5

Purpose ............................................................................................................................................ 5

Related Information .......................................................................................................................... 6

Further Useful Links ......................................................................................................................... 6

Important SAP Notes ........................................................................................................................ 7

Specific Information on SAP AR Service Technician ................................................................................ 8

Technical System Landscape ............................................................................................................... 8

Product Availability Matrix ................................................................................................................. 9

List of Compatible Platforms and Devices ......................................................................................... 9

Vuzix M100 ...................................................................................................................................... 9

Firmware 2.0 (Android 4.0.3, API Level 15) ....................................................................................... 9

Epson Moverio BT-200 ..................................................................................................................... 9

Android 4.0.4, API Level 15 .............................................................................................................. 9

Epson Moverio BT-2000 ................................................................................................................... 9

Android 4.0.4, API Level 15 .............................................................................................................. 9

Trivisio LOC.20 ................................................................................................................................. 9

Android 4.1.2 .................................................................................................................................... 9

Installation ............................................................................................................................................. 10

Installation Process of SAP AR Service Technician application on Smart Glasses .............................. 10

Prerequisites .................................................................................................................................. 10

Supported Devices ............................................................................................................................. 10

Minimum Required Operating System ................................................................................................ 10

Installation Process Using an APK .................................................................................................. 10

Installation Process Using Android ADB .......................................................................................... 10

Installation Process Using Manufacturer Tools ................................................................................ 11

Installation Process from Source Code ........................................................................................... 11

Installation Process for SAP Work Manager 6.3 or 6.4 .................................................................... 11

Operations............................................................................................................................................. 12

Operating SAP AR Service Technician ............................................................................................... 12

Client Application ............................................................................................................................ 12

Triggering the Voice Recognizer ..................................................................................................... 12

Vuzix M100 Smart Glasses ............................................................................................................. 12

Epson Moverio Smart Glasses ........................................................................................................ 13

Trivisio LOC.20 Smart Glasses ....................................................................................................... 13

Setting the Device to Listening Mode .............................................................................................. 13

Navigating within the application ..................................................................................................... 15

Voice Commands ........................................................................................................................... 15

Button Commands .......................................................................................................................... 23

Starting the Application in Demo Mode ........................................................................................... 27

Starting the Application in Productive Mode .................................................................................... 29

SAP Work Manager OpenUI Add-On .............................................................................................. 30

Security ................................................................................................................................................. 38

Generic Security Information .............................................................................................................. 38

Data Protection and Privacy ............................................................................................................... 38

User Consent ..................................................................................................................................... 39

Displaying Person-Related Data ......................................................................................................... 40

Sensitive Person-Related Data ........................................................................................................... 40

Change Log for Person-Related Data ................................................................................................. 40

Deletion of Person-Related Data ........................................................................................................ 40

Data Protection .................................................................................................................................. 40

User Authentication ............................................................................................................................ 40

Data Storage Security ........................................................................................................................ 40

Data Storage ...................................................................................................................................... 41

Management of Mobile Applications with Impacts on Security ......................................................... 41

Logging and Tracing .......................................................................................................................... 41

Services for Security Lifecycle Management ................................................................................... 42

Security Chapter in the EarlyWatch Alert (EWA) Report .................................................................. 42

Security Optimization Service (SOS) ............................................................................................... 42

Security Configuration Validation .................................................................................................... 42

Security in the RunSAP Methodology / Secure Operations Standard............................................... 42

More Information ............................................................................................................................ 42

Generic Information on Operating a Mobile Application System Landscape..................................... 43

Monitoring of Mobile Applications .................................................................................................... 43

Data Consistency ........................................................................................................................... 43

Support Desk Management ............................................................................................................ 44

Remote Support Setup ................................................................................................................... 44

Problem Message Handover ........................................................................................................... 44

Generic Update Information ............................................................................................................... 44

Updating the Mobile System Landscape ......................................................................................... 44

Traceability ........................................................................................................................................ 45

Logging & Exception Handling ........................................................................................................ 45

Introduction

History of Changes The Administrator’s Guide is regularly updated in SAP Service Marketplace at http://service.sap.com/instguides.

Make sure you have the latest version of the Administrator’s Guide by checking

SAP Service Marketplace immediately before starting the installation.

The following table provides an overview of the most important changes that were made in the

latest versions.

Document Version Important Changes

1.0.0 (October 15, 2014) RTC version

1.0.1 (October 27, 2014) Minor corrections

1.0.2 (November 12, 2014) Minor corrections

2.0.0 (January 26, 2015 RTC version

3.0.0 (June 12, 2015) RTC version

3.0.1 (July 20, 2015) Minor corrections

4.0.0 (April 7, 2016) SP03 version

5.0.0 (October 20, 2016) RTC version

5.0.1 (November 21, 2016) Minor corrections

5.0.2 (April 4, 2017) Minor updates

5.0.3 (June 12, 2017) Minor changes

5.0.4 (August 14, 2017) Minor Updates (DPP)

SAP AR Service Technician

The SAP AR Service Technician application is a companion app to the SAP Work Manager. It

allows Field Service Technicians to complete their work orders more efficiently. The application

uses a Head-Mounted Display (HMD) that allows technicians to view 3D models and animated

step-by-step instructions that explain how to carry out equipment repair. The technicians can also

use this app to navigate within PDF files containing repair instructions.

This application also enables users to call a remote expert for help. The remote expert is able to

share the same field of view with the user, and can therefore offer assistance without actually

having to be on site.

The technicians can also document their work by taking pictures or recording videos using the

wearable device. At a later time, these media files can be uploaded to the SAP Work Manager

and then attached to the work order or equipment that they are working on.

All of the features included in the SAP AR Service Technician application are managed using

Voice Recognition, which makes this application completely hands-free and allows the user to

fulfill their tasks conveniently.

New features for SAP AR Service Technician 1.0 SP04:

PDF functionality

Ability to take pictures and record videos

Upload functionality

Disclaimer

SAP does not warrant that the software and/or its features as described in this guide will be

available without interruption or permanently. SAP draws your attention to the fact that such

availability is subject to the sole discretion of the operator of the app store. The operator of the

app store may, at any time and without notice, restrict, interrupt, or prevent use of the software,

or delete the software from your mobile device, or require SAP to do any of the foregoing

actions.

About this Document

Purpose

This document is the starting point for the implementation of SAP AR Service Technician. It

contains implementation information as well as security and operation information, and is

divided into the following main sections:

Introduction with references to related documents and relevant SAP notes

System Landscape

Installation Information

Operations

Security Information

You can find the most current version of this document on SAP Service Marketplace at

http://service.sap.com/instguides.

We strongly recommend that you use the document available there. The guide will be updated

according to updates of the software.

Related Information

For more information about implementation topics not covered in this guide, see the following

content on SAP Service Marketplace:

Enter further references or delete any references that are not suitable. Always check that the

references are still valid before releasing your document.

Content Location on SAP Service Marketplace

Latest versions of installation and

upgrade guides

http://service.sap.com/instguides

Sizing, calculation of hardware

requirements - such as CPU, disk and

memory resource - with the Quick Sizer

tool

http://service.sap.com/quicksizer

Released platforms and technology-

related topics such as maintenance

strategies and language support

http://service.sap.com/platforms

To access the Platform Availability Matrix

directly, enter http://support.sap.com/release-

upgrade-maintenance/pam.html

Network security http://service.sap.com/securitygu

ide

High Availability http://www.sdn.sap.com/irj/sdn/ha

Performance http://service.sap.com/performanc

e

Information about Support Package

Stacks, latest software versions and patch

level requirements

http://service.sap.com/sp-stacks

Information about Unicode technology http://www.sdn.sap.com/irj/sdn/i1

8n

General Information on Mobile Apps in

SAP Business Suite

http://help.sap.com/mobile

Further Useful Links

The following table lists further useful links on SAP Service Marketplace:

Enter further references or delete any references that are not suitable. Always check that the

references are still valid before releasing your document.



http://service.sap.com/quicksizer

http://service.sap.com/platforms

http://support.sap.com/release-upgrade-maintenance/pam.html

http://support.sap.com/release-upgrade-maintenance/pam.html

http://service.sap.com/securityguide


http://www.sdn.sap.com/irj/sdn/ha

http://service.sap.com/performance

http://service.sap.com/performance

http://service.sap.com/sp-stacks

http://www.sdn.sap.com/irj/sdn/i18n

http://www.sdn.sap.com/irj/sdn/i18n

http://help.sap.com/mobile

Content Location on SAP Service Marketplace

Information about creating error messages http://support.sap.com/incident

SAP Notes search http://service.sap.com/notes

SAP Software Distribution Center

(software download and ordering of

software)

http://support.sap.com/swdc

SAP Online Knowledge Products (OKPs) –

role-specific Learning Maps

http://service.sap.com/rkt

Important SAP Notes

You must read the following SAP Notes before you start the installation. These SAP Notes

contain the most recent information on the installation, as well as corrections to the installation

documentation.

Make sure that you have the up-to-date version of each SAP Note, which you can find on SAP

Service Marketplace at http://service.sap.com/notes.

SAP Note Number Title Description

2082229 General Information for

SAP AR Mobile

Applications

Generic Installation

Information

2082281 Release Information: SAP

AR Service Technician

Installation Information



Server Source


Information



Client Source


Information

http://support.sap.com/incident

http://service.sap.com/notes

http://support.sap.com/swdc

http://service.sap.com/rkt

https://websmp230.sap-ag.de/sap(bD1lbiZjPTAwMQ==)/bc/bsp/sno/ui_entry/entry.htm?param=69765F6D6F64653D3030312669765F7361706E6F7465735F6E756D6265723D3230383232323926




Specific Information on SAP AR Service Technician

Technical System Landscape The following diagram provides an overview of the system landscape for SAP AR Service

Technician in SAP Business Suite.

The following graphic is an example:

The following software components are either mandatory or optional, as indicated below, for the

technical implementation of SAP AR Service Technician 1.0 SP04.

Component Mandatory Optional

SAP Mobile Platform 3.0 SP03 or higher X

SAP Mobile Platform SDK 3.0 SP05 or higher X

SAP Work Manager 6.3 or higher X

SAP EAM and service mobile app SDK 2.0 or higher X

Product Availability Matrix

Work Manager 6.3 Work Manager 6.4

SAP EAM and service

mobile app SDK 2.0


1.0 SP03


1.0 SP03

SAP EAM and service

mobile app SDK 2.1


1.0 SP04 (limited

functionality – see Note 1)


1.0 SP04

NOTE When uploading data from the AR Service Technician application to Work Manager, the file

explorer dialog does not open automatically. You can press the Attach To pushbutton to navigate

to the correct file location and select the file that you would like to attach.

List of Compatible Platforms and Devices

Vuzix M100 Firmware 2.0 (Android 4.0.3,

API Level 15)

Epson Moverio BT-200 Android 4.0.4, API Level 15

Epson Moverio BT-2000 Android 4.0.4, API Level 15

Trivisio LOC.20 Android 4.1.2

Installation

The installation of SAP AR Service Technician application includes two components:

SAP AR Service Technician application to be deployed on the Smart Glasses.

o Installation process using an APK

o Installation processes from source code

SAP Work Manager with AR Field Service Plugin to be deployed in Android

tablet, iPad, and Win32 platform.

o Installation process for SAP Work Manager 6.3 or 6.4

Installation Process of SAP AR Service Technician application on Smart Glasses

Prerequisites

To be able to run the SAP AR Service Technician application on Smart Glasses, the following

applications (APK) need to be installed:

Google Voice Search

Skype

Barcode Scanner (https://code.google.com/p/zxing/downloads/list)

Follow the instructions in the next section to install these APK files.

Supported Devices

Vuzix M100

Epson Moverio BT-200


Trivisio LOC 2.0

Minimum Required Operating System

Android 4.0.3 (API 15+)

M100 Firmware version 2.3 (for the Vuzix M100 only)

Installation Process Using an APK

Installation Process Using Android ADB

The SAP AR Service Technician application runs on Vuzix M100, Epson Moverio BT-200,

Epson Moverio BT-2000, and Trivisio LOC 2.0 Smart Glasses. The following procedure allows

you to install the application on the Smart Glasses using ADB.

Installing Android Debug Bridge (ADB)

1. Download and install the Android SDK from http://developer.android.com/sdk/index.html.

2. Make sure to modify the “path” system variable to add the installation folder of the SDK

platform tools.

https://code.google.com/p/zxing/downloads/list)

http://developer.android.com/sdk/index.html

Installing an APK via Android Debug Bridge (ADB)

1. Connect the Smart Glasses using a USB cable and make sure that the glasses are

detected.

2. Open the command prompt and execute the following command:

adb install <<filename with .apk extension>>

Installation Process Using Manufacturer Tools

Some manufacturers offer tools to install software on their Smart Glasses. Please refer to the

manufacturers’ website for more details.

Installation Process from Source Code

To install the SAP AR Service Technician application from source code, please refer to the SAP

Note Number 2300093.

Installation Process for SAP Work Manager 6.3 or 6.4

Please refer to the SAP EAM and field service mobile apps SDK Installation Guide for

instructions on how to build the SAP Work Manager with the AR Field Service Plugin. This

document is available on the SAP Service Marketplace under SAP Mobile -> SAP EAM and

service mobile app SDK -> SAP EAM and service mobile app SDK 2.1.


https://websmp204.sap-ag.de/~form/handler?_APP=00200682500000002672&_EVENT=DISPLAY&_SCENARIO=01100035870000000122&_HIER_KEY=501100035870000015092&_HIER_KEY=601100035870000256933&

Operations

Operating SAP AR Service Technician

Client Application

The Service Technician client application is mounted on the glasses. Once the application is

installed as described in the installation procedure, you should be able to see an icon for the SAP

AR Service Technician in the menu items.

Browse through the menu items to see the SAP AR Service Technician icon, using the volume

up and down keys on the Vuzix M100 glasses or the user input device on the Epson Moverio

glasses.

To start the application, select the icon and click on the Select button (next to the volume down

key) on the Vuzix M100 glasses or click on the application icon with the user input device on the

Epson Moverio glasses.

Triggering the Voice Recognizer

You can use voice commands to navigate in the application.

Vuzix M100 Smart Glasses

There are two ways to trigger the voice recognizer in Vuzix M100:

You can trigger the Voice Recognizer using hand gestures. To enable this setting, you

have to enable the Gesture Settings under the device settings of the Vizux M100. Before

enabling the Hand Gesture Sensor, you must first calibrate it. To calibrate the Hand

Gesture Sensor, ensure that it has a clear field of view.

You can trigger the Voice Recognizer by tilting your head upwards (at a 30-degree angle,

approximately). When Gesture Settings is not enabled, the Voice Recognizer is, by

default, triggered by tilting your head upwards.

Epson Moverio Smart Glasses

You can trigger the Voice Recognizer by tilting your head upwards (at a 30-degree angle,

approximately).

Trivisio LOC.20 Smart Glasses

You can trigger the Voice Recognizer by tapping on the microphone image on the top left corner

of the screen.

Setting the Device to Listening Mode

The following screenshot shows the device in listening mode, waiting for the user’s command.

The voice commands differ from screen to screen. A help screen can be displayed at any time

with the “Help” voice command.

Upon recognizing your command, the listening indicator turns green and a positive sound bit can

be heard. The application will then execute the corresponding command.

Scrolling Through Lists

You can scroll through lists by tilting your head from side to side on the Vuzix M100 or by

tilting the controller from side to side on the Epson Moverio glasses.

Navigating within the application

You can navigate within the application using either voice commands or by using the buttons of

the device in question.

Voice Commands

Here is the list of voice commands that are available as part of the SAP AR Service Technician

application.

Screen: Display Selector (to choose between VE Model or PDF)

Action English German

Highlight Previous item in

list

Previous Vorherige Auswahl

Highlight Next item in list Next Nächster Auswahl

Execute item using index Pick \d+, Details of

\d+ or Select \d+

Details zu \d+ or \d+ auswählen

Execute selected item OK or Execute OK or Ausführen

Show Exit screen Exit or Back Schließen or Zurück

Screen: Model Display

Show List of Parts Show parts or Parts Teile anzeigen or Teile

Call Expert Call or Call Expert Anrufen or Experte anrufen

Show Fact Sheet of Work

Order

Summary or Fact

Sheet

Übersicht or Informationsblatt

Load Help Help or I need help Hilfe or Ich benötige Hilfe

Show List of Procedures Procedures or Show

procedures

Vorgehensweisen or Vorgehensweisen

anzeigen

Download Data Download or

Download data

Herunterladen or Daten herunterladen

Show List of Steps Steps or Show steps Schritte or Schritte anzeigen

Navigate to Step N Step \d+ or Play

step \d+

Schritt \d+ or Schritt \d+ wiedergeben

Navigate to Last Step Last or Last step Letzter Schritt

Activate/Deactivate Audio

Instructions

Mute or Audio Lautlos or Audio

Show Exit screen Exit or Back Schließen or Zurück

Navigate to Next Step Next or Next step Nächster Schritt

Show Menu Show Menu Menü anzeigen

Repeat Current Step Repeat Step or Play

again

Schritt wiederholen or Erneut

wiedergeben

Navigate to First Step First or First step Erster Schritt

Navigate to Previous Step Previous or

Previous step

Vorheriger Schritt

Show PDF Show PDF PDF anzeigen

Upload Data Upload or Upload

Data

Hochladen or Daten hochladen

Take a Picture Take Picture Bild aufnehmen

Record a Video Record Video Video aufnehmen

Screen: Help

Navigate to the previous

screen

Back Zurück

Show details of item using

index

Pick \d+ , Details of

\d+ or Select \d+


Go Back to Model Exit Schließen

Screen: Menu


Download data


Show List of Steps (only for

Model)

Steps or Show steps Schritte or Schritte anzeigen

Show List of Procedures

(only for Model)

Procedures or Show

procedures


anzeigen

Show List of Parts (only for

Model)

Parts or Show parts Teile anzeigen or Teile



screen (Model or PDF)

Back Zurück

Show Exit screen Exit Schließen


list


Execute item using index Pick \d+ , Details of

\d+ or Select \d+





Data




Screen: Procedures or Parts or Steps

Show List of Procedures (for

Parts and Steps only)

Procedures or Show

procedures


anzeigen


Order

Summary or Fact

Sheet



Download data



Show List of Steps (for

Procedures and Parts only)


Show List of Parts (for

Procedure and Steps only)




screen

Back Zurück



list



Show details of item using

index

Pick \d+ , Details of

\d+ or Select \d+



Data


Screen: Call Expert

Show List of Procedures

(only for Model)

Procedures or Show

procedures


anzeigen


Order (only for Model)

Summary or Fact

Sheet



Download data


Load Help (only for Model) Help or I need help Hilfe or Ich benötige Hilfe

Show List of Steps (only for

Model)


Show List of Parts (only for

Model)



screen

Back Zurück

Show Exit Screen Exit Schließen


list



Call expert using index Pick \d+ , Details of

\d+ or Select \d+



Data


Screen: Exit

No to Reject No Nein

Yes to Confirm Yes Ja

Screen: Procedure Details or Step Details

Show List of Procedures (for

Step Details only)

Procedures or Show

procedures


anzeigen


Order

Summary or Fact

Sheet



Download data



Show List of Steps (for

Procedure Details only)


Show List of Parts Parts or Show parts Teile anzeigen or Teile



screen

Back Zurück

Select item and Go Back to

Model (for Procedure Details

only)

OK OK

Go Back to Model Exit Schließen


list




Data


Screen: Part Details

Show List of Procedures Procedures or Show

procedures


anzeigen


Order

Summary or Fact

Sheet



Download data


Load Help menu Help or I need help Hilfe or Ich benötige Hilfe

Show List of Steps Steps or Show steps Schritte or Schritte anzeigen



screen

Back Zurück

Go back to Model Exit Schließen


list



Delete Voice Note Delete \d+ or

Delete voice note

\d+

\d+ löschen or Sprachmemo \d+ löschen

Play Voice Note Play \d+ or Play

voice note \d+

Wiedergeben \d+ or Sprachmemo \d+

wiedergeben

Record Voice Note Record or Record

voice note

Aufnehmen or Sprachmemo aufnehmen


Data


Screen: Summary

Go back to Model Exit Schließen

Go back to previous screen Back Zurück

Load Help menu Help or I need help Hilfe or Ich benötige Hilfe


Download data




Data


Screen: PDF Display

Go to Next page Next Page Nächste Seite

Go to Previous page Previous Page Vorherige Seite

Zoom in Zoom in Vergrößern

Zoom out Zoom out Verkleinern

Move left when zoomed in Go Left Nach links

Move right when zoomed in Go Right Nach rechts

Move up when zoomed in Go Up Nach oben

Move down when zoomed in Go Down Nach unten

Go to specific page Page \d+ Seite \d+




Download data


Switch to model display Show Model Modell anzeigen



Data




Screen: Picture Preview

Save picture Save Sichern

Discard picture Discard Verwerfen

Preview picture Preview Vorschau

Screen: Picture Preview - fullscreen

Go back to preview picture Back Zurück

Screen: Video Preview

Save video Save Sichern

Discard video Discard Verwerfen

Preview video Preview Vorschau

Screen: Video Preview - fullscreen

Go back to preview picture Back Zurück

Play video Play Wiedergeben

Pause video Pause Anhalten

Screen: Attach Media


list


Execute item using index Pick \d+, Details of

\d+ or Select \d+




Button Commands

Here is the list of actions that can be triggered via the device buttons.

Vuzix M100

Action Key

Navigating Down/Up in lists

Navigating Next/Previous step in Model

Navigating Next/Previous in Procedures, Parts or Steps

screens

Navigating Next/Previous page (PDF view)

Navigating Right/Left when zoomed in (PDF view)

Move focus around (Picture/Video Preview)

Front/Center keys (Press and

release)

Show the menu in the main screen Front key (Press and hold)

Select item in a list

Navigate to Fullscreen (Picture/Video Preview)

Rear key (Press and release)

Display the previous screen

Exit the application (Display Selector, PDF or Model

views)

Rear key (Press and hold)

NOTE

This device does not have buttons that you can use to navigate up and down with while zoomed-

in in the PDF view or to zoom in and zoom out. For these actions, use the voice commands as

described in the above section.


Action Key



Navigating Next/Previous in Procedures, Parts or Steps screens



Up/Down keys

Zoom in/Zoom out (PDF view) Track Pad

Show Menu Menu key

Select item in a list or Navigate to Fullscreen (Picture/Video preview) Tap on Track Pad

Action Key


Exit application (Display Selector, Model Display and PDF screens)

Back key

NOTE

This device does not have buttons that you can use to navigate up and down with while zoomed-

in in the PDF view. To navigate within the PDF view, use the voice commands as described in

the above section.


Action Key


Navigating to Next/Previous step in Model

Navigating to Next/Previous in Procedures, Parts or Steps screens

Navigating to Next/Previous page (PDF view)

Navigating to Right/Left when zoomed in (PDF view)

Navigating to Up/Down when zoomed in (PDF view)

Move focus around (Picture/Video preview)

Cross-Key

Show Menu X (Green)

Key

Select item in a list or Navigate to Fullscreen (Picture/Video preview) Enter Key

Action Key

Display the previous screen or Exit application (Display Selector, Model Display and

PDF screens)

A (Blue) Key

NOTE

This device does not have buttons to zoom in and zoom out in the PDF view. To do so, use the

voice commands.

Trivisio LOC.20

Action Key


Navigating Next/Previous in Procedures, Parts or Steps screens

Move cursor via mouse pad Tap mouse pad (or mouse button) to

select

Show the menu Settings (5) button

Select item in a list

Navigate to Fullscreen (Picture/Video preview)

Move cursor via mouse pad Tap mouse pad (or mouse button) to

select


Exit the application (Display Selector, PDF or Model views)

Back (3) button

Zoom in/Zoom out (PDF view) Double-tap on mouse pad



Navigating Up/Down when zoomed in (PDF view)

Hold mouse button + Swipe left/right

Starting the Application in Demo Mode

Once the application starts, the camera opens and requests you to scan the QR Code to log on to

the application.

A Demo QR code is provided to you so that you can log on and get started in Demo Mode.

This is the Demo QR code that you may want to print out and keep with you when using the AR

Service Technician application:

Loading Demo Data from a SD Card

You can load demo data from the SD card as well. The devices provide a slot to insert the SD

card (on the device itself for the Vuzix M100 and on the controller for the Epson Moverio

devices). You can copy all the required files to the SD card and insert it in the device. You

should make sure that the path for copying the files onto the SD card is:

/visualenterprise/demo/

All the necessary files for the application such as PDF and/or VDS files, XML files and audio

files (if any) with proper file naming format should be placed inside the folder named “demo”

under the “visualenterprise” folder which is in the root of the SD card. If the folders are not

present, create the folders and place the files in the specified path.

For the expected files and format, please refer to section “SAP Work Manager OpenUI Add-On -

Supported File Format”. Please note that the files copied onto the SD card don’t need to be

in a zip file.

Upon successfully scanning the Demo QR code and depending on the data on the SD Card, the

application navigates to one of the following screens.

The Display Selection screen, if the SD Card contains both a VDS and a PDF file

The Visual Enterprise main screen, if the SD Card only contains a VDS file

The PDF screen, if the SD Card only contains a PDF file

Starting the Application in Productive Mode

Start the SAP Work Manager application, navigate to the specific Work Order, and then navigate

to the Attachments List → Sync/Update Attachments and click on the barcode icon. You will

navigate to a screen that allows you to enter a password. Enter your password and click on the

Generate QR Code pushbutton to generate the QR code.

NOTE Please note that the password used to generate the QR Code needs to remain the same throughout

the lifetime of the application. If you forget your password, you will need to reinstall the

application on the glasses.

The user can now scan this QR code from the glasses to receive Work Order-related details.

A message is displayed to the user upon successful download of the data. Please ensure that the

Work Order details that are displayed on the fact sheet are the same as the Work Order details in

the SAP Work Manager.

SAP Work Manager OpenUI Add-On

The service technician add-on for OpenUI allows the user to provide content for the glasses

application. In order to set this up, please refer to Agentry OpenUI API for SAP Mobile Platform

3.0 at:

http://infocenter.sybase.com/help/topic/com.sybase.infocenter.dc01993.0300/doc/pdf/smp_agent

ry_open_ui_api.pdf.

Enabling the AR OpenUI Plugin

The first step is to enable the AR Open UI Plugin:

1. In the back-end, enter transaction /n/SYCLO/CONFIGPANEL. The “Agentry SAP

Framework Configuration” web page opens.

2. Choose Mobile Application Setting Mobile Application Configuration.

3. To enable the AR OpenUI Plug in, do the following:

a. Choose SAP_WORK_MANAGER_63 or SAP_WORK_MANAGER_64.

b. Choose the Client Globals tab.

c. Press the Change pushbutton.

4. Choose the Add pushbutton and enter the following information:

Client Global Group: AR_CONFIG

Client Global Name: PREF_AR_ENABLED

Client Global Value: TRUE

Active Flag: Checked

Then press the Save pushbutton.

5. Do the following steps:

a. Choose the Parameters tab.

b. Filter by CT_GLOBAL.

c. Append value “|AR_CONFIG” to Parameter value of Parameter

CTApplicationConfig of Group CT_GLOBAL.

d. Press the Save pushbutton.

Vault Password

In order to access encrypted data on the glasses, you need to type a password in the SAP AR

Service Technician OpenUI plugin that is integrated in SAP Work Manager. This password will

then be encrypted in the QR Code and scanned by the Wearable (glasses) application.

This password is not validated on the SAP Work Manager side. A validation is done on the

glasses application. The password is valid throughout the lifetime of the application on the

glasses.

If you forget your password, you need to uninstall the application from the glasses and install a

new copy. Once a new copy is installed on the glasses, you can generate a QR Code with a new

password and scan that from the glasses to get started.

You can also predefine the vault password in the back-end for SAP Work Manager version 6.3

and higher. If this password is predefined, a user does not need to type a password. The

predefined password will be used for all devices.

CAUTION Using a predefined password lowers the security standard of the application. Use this setting at

your own risk.

How to predefine the vault password:

1. In the back-end, enter transaction /n/SYCLO/CONFIGPANEL. The “Agentry SAP

Framework Configuration” web page opens.

2. Choose Mobile Application Setting Mobile Application Configuration.

3. Choose SAP_WORK_MANAGER_63 or SAP_WORK_MANAGER_64.

4. Choose the Client Globals tab.

5. Press the Change pushbutton.

6. Choose the Add pushbutton and enter the following information:

Client Global Group: AR_CONFIG

Client Global Name: PREF_AR_PASSWORD

Client Global Value: <Enter the predefined password you have chosen here>

Active Flag: Checked

Then press the Save pushbutton.

Supported File Format

The solution requires the following file format and content in order to function:

<filename>.zip

The zip file must contain a vds file and/or a pdf file:

<vds_filename>_locale_<lang>.vds

o <lang> can be either "en" for English or "de" for German

o This file is the visual enterprise model.

<pdf_filename>.pdf

o This file is a pdf file.

Optionally, it can contain:

<vds_filename>_ locale_<lang>.xml

o <lang> can be either "en" for English or "de" for German

o This file is the xml file (generated by the application if absent) that contains the

notes/annotations.

<voiceNoteFileName>.3gs

o There can be many of these voice notes.

ContactsConfig.xml

o This file contains the list of contacts and should have the following

content/format:

<?xml version="1.0" encoding="utf-8"?>

<contacts>

<contact>

<displayName>Some Display

Name</displayName>

<skypeName>skype.name</skypeName>

</contact>

</contacts>

NOTE There should not be any folder inside the zip file.

How to Upload files to SAP Work Manager/SAP AR Service Technician from the Back-End

NOTE We support BDS attachment.

Go to transaction IW32.

Go to Services For Object.

Select Create-> Create New Attachment.

Upload the .zip file

The file should show up on SAP Work Manager after synchronization from SAP Work

Manager.

Uploading Media files to SAP Work Manager from the SAP AR Service Technician

The SAP AR Service Technician application allows you, as a technician, to take pictures or

record videos for documentation purposes. You can subsequently upload these media files to

SAP Work Manager (and eventually to the back-end system), and then attach them to the order

and/or the equipment that you are working on.

Use the Upload command to upload media files to SAP Work Manager. You will then have to

scan the QR Code that is generated from the order that you are currently working on in SAP

Work Manager. Once you have successfully uploaded the files, a file explorer dialog

automatically opens, allowing you to attach the uploaded media files to the order. You can then

navigate to the correct file location and select the file that you would like to attach.

NOTE File locations differ for the three supported platforms:

iOS: Application Support/Application Support

Android: /storage/emulated/0/Android/data/com.syclo.agentry.client.android/files

WPF: Users/<user>/Documents/Documents/ServiceTechnician/temp

Limitations:

Even though you can upload multiple files, you can only attach these to a work order one

at a time.

To attach media files to an equipment, navigate to the proper equipment in the SAP Work

Manager application and then manually attach the desired file.

The media files that are uploaded from the Service Technician application remain on the

tablet even after being attached to an order or an equipment. You can delete them

yourself, when desired.

Security

Generic Security Information The mobile applications are built from several components. Therefore, the corresponding

component security guides also apply to the mobile applications. Note the most relevant sections

or specific restrictions as indicated in the table below.

Scenario, Application or Component

Security Guide

Most Relevant Sections or Specific

Restrictions

SAP Mobile Platform See Security Administration documentation

For a complete list of the available SAP Security Guides, see SAP Service Marketplace at http://service.sap.com/securityguide.

Data Protection and Privacy Data protection is associated with numerous legal requirements and privacy concerns. In addition

to compliance with general data privacy acts, it is necessary to consider compliance with

industry-specific legislation in different countries. SAP provides specific features and functions

to support compliance with the relevant legal requirements and data privacy. SAP does not give

any advice on whether these features and functions are the best method to support company,

industry, regional or country-specific requirements.

Furthermore, this section does not give any advice or recommendations with regard to additional

features that would be required in a particular environment; decisions related to data protection

must be made on a case-by-case basis and under consideration of the given system landscape and

the applicable legal requirements.

NOTE

In the majority of cases, compliance with data privacy laws is not a product feature. SAP

software supports data privacy by providing security features and specific data-protection-

relevant functions such as functions for the simplified blocking and deletion of personal data.

SAP does not provide legal advice in any form. The definitions and other terms used in this

section are not taken from any given legal source.

Table 1: Glossary

Term Definition

Person-related data Information about an identified or identifiable

natural person.

Sensitive person-related data Information on racial or ethnic origin, political

opinions, religious or philosophical beliefs,

trade-union membership, health or sex life and

bank account data.

https://uacp2.hana.ondemand.com/doc/329ac769552a411b97bc7adb991b6197/3.0.12/en-US/7c291afe700610148260f49a25a22839.html


Business purpose A legal, contractual, or other justified reason for

the processing of person-related data. The

assumption is that any purpose has an end that is

already defined when the purpose starts.

Blocking A method of restricting access to data for which

the business purpose has ended.

Deletion Deletion of person-related data so that the data

is no longer usable.

Retention period The time period during which data must be

available.

End of purpose (EoP) A method of identifying the point in time for a

data set when the processing of person-related

data is no longer required for the primary

business purpose. After the EoP has been

reached, the data is blocked and can only be

accessed by users with special authorization.

Residence period The period of time after the end of purpose

(EoP) for a data set during which the data

remains in the database and can be used in case

of subsequent processes related to the original

purpose. At the end of the longest configured

residence period, the data is blocked or deleted.

The residence period is part of the overall

retention period.

Where-used check (WUC) A process designed to ensure data integrity in the

case of potential blocking of business partner

data. An application's where-used check (WUC)

determines if there is any dependent data for a

certain business partner in the database. If

dependent data exists, this means the data is still

required for business activities. Therefore, the

blocking of business partners referenced in the

data is prevented.

Consent The action of the data subject confirming that the

usage of his/her personal data shall be allowed

for a given purpose. A Consent functionality

allows the storage of a consent in relation to the

purpose.

User Consent The SAP AR Service Technician application does not provide separate consent management, as

the person-related data which is processed (work address data to make phone calls) are work-

related data, which shall be covered by the employment contract.

Displaying Person-Related Data No person-related data is displayed in the SAP AR Service Technician application.

Sensitive Person-Related Data The SAP AR Service Technician application is not designed to store sensitive person-related

data; thus, it does not log, read, or access sensitive person-related data.

Change Log for Person-Related Data It is not possible to change any person-related data replicated either from SAP AR Service

Technician or SAP Work Manager apps.

Deletion of Person-Related Data The SAP AR Service Technician application is not designed to log, read, access, or modify

person-related data, thus it does not include permissions to delete person-related data.

Uninstalling the app follows the standard Android process, and requires no special handling.

When the app is uninstalled, all locally stored data is deleted as well.

Data Protection This section provides information on how data protection is implemented, as well as

recommendations about how to use the applications regarding data protection.

User Authentication

The application stores data on the file system and encrypts it. The encryption key (application

password) needs to be provided by the user when accessing the application. Because there is no

keyboard on wearable devices, an alternative is provided.

In SAP Work Manager, when accessing the AR functionality (from the attachment list), you are

asked to provide the application password. This password is then encoded in the QR Code which

is read by the glasses application. The QR Code is decoded and the password extracted. The

password is then used to encrypt or decrypt the files used by the application.

Data Storage Security

This application accesses data through the SAP Work Manager. While it does not replicate a

large amount of data on the device, some data does have to be stored there. Data on a mobile

device has to be handled with special care, as it is exposed to additional risks. As the device is

carried around by the mobile application user, it might be lost or stolen. In addition, attackers

might find new ways of compromising mobile devices, despite the ongoing efforts of vendors of

mobile devices to make them more secure.

The following sections provide the following information:

Which data is stored for mobile applications

How the data is protected

Data Storage

Mobile applications store business data, configuration data and authentication data both on the

back-end systems and on the mobile devices.

On the back-end systems, the data is stored in the database of the systems. There is no specific

data storage for mobile applications, thus the data is protected with the mechanisms that are

already in place. For more information, see the security guide for the corresponding back-end

systems.

On the mobile devices, the following data is stored:

Business data: For more information, see the application-specific part of this guide. It describes which data is transferred to and stored on the mobile device.

Configuration data: Certain settings are stored on the mobile device, such as the address and port of the Relay Server or the third-party reverse proxy server for accessing the back-end systems.

Management of Mobile Applications with Impacts on Security

In this section, you can find security-relevant functions or recommendations that can further

assist you in using mobile applications securely.

Logging and Tracing If issues occur while working with the mobile app, and you cannot solve them using the

displayed messages, there is a tracing feature. This allows the collection of additional

information. You can view the trace details by accessing them from the file system of the device.

Typically, the trace files are stored under

/storage/sdcard/Android/data/com.sap.mobile.ar.st.client/cache/Log_#.txt.

If necessary, you can send these trace files to the administrator by email. As a prerequisite, you

must have already configured the mail function on your device.

For more information about specific logging and tracing, see the application-specific part

of this guide.

NOTE

When the app is uninstalled, all logs are deleted as well.

Services for Security Lifecycle Management

The following services are available from Active Global Support to assist you in maintaining

security in your SAP systems on an ongoing basis.

Security Chapter in the EarlyWatch Alert (EWA) Report

This service regularly monitors the Security chapter in the EarlyWatch Alert report of your

system. It tells you:

Whether SAP Security Notes have been identified as missing on your system.

In this case, analyze and implement the identified SAP Notes if possible. If you cannot

implement the SAP Notes, the report should be able to help you decide how to handle the

individual cases.

Whether an accumulation of critical basis authorizations has been identified.

In this case, verify whether the accumulation of critical basis authorizations is okay for your

system. If not, correct the situation. Even if you consider the situation to be okay, you should still

check for any significant changes compared to former EWA reports.

Whether standard users with default passwords have been identified on your system.

In this case, change the corresponding passwords to non-default values.

Security Optimization Service (SOS)

The Security Optimization Service can be used for a more thorough security analysis of your

system, including:

Critical authorizations in detail

Security-relevant configuration parameters

Critical users

Missing security patches.

This service is available as a self-service within SAP Solution Manager, as a remote service, or

as an on-site service. We recommend you use it regularly (for example, once a year) and in

particular after significant system changes or in preparation for a system audit.

Security Configuration Validation

The Security Configuration Validation can be used to continuously monitor a system landscape

for compliance with predefined settings, for example, from your company-specific SAP Security

Policy. This primarily covers configuration parameters, but it also covers critical security

properties like the existence of a non-trivial Gateway configuration or making sure standard

users do not have default passwords.

Security in the RunSAP Methodology / Secure Operations Standard

With the E2E Solution Operations Standard Security service, a best practice recommendation is

available on how to operate SAP systems and landscapes in a secure manner. It guides you

through the most important security operation areas and links to detailed security information

from SAP’s knowledge base wherever appropriate.

More Information

For more information about these services, see:

EarlyWatch Alert: http://service.sap.com/ewa

http://service.sap.com/ewa

Security Optimization Service / Security Notes Report: http://service.sap.com/sos

Comprehensive list of Security Notes: http://service.sap.com/securitynotes

Configuration Validation: http://service.sap.com/changecontrol

RunSAP Roadmap, including the Security and the Secure Operations Standard: http://service.sap.com/runsap (See the RunSAP chapters 2.6.3, 3.6.3 and 5.6.3)

Generic Information on Operating a Mobile Application System Landscape

Monitoring of Mobile Applications

Within the management of SAP Technology, monitoring is an essential task.

As of SAP Solution Manager 7.1 SP04 or higher, SAP Solution Manager supports root cause

analysis for SAP NetWeaver Gateway 2.0. For more information, see

https://service.sap.com/support -> SAP Solution Manager-> Run SAP like a Factory->

Application Operations-> End-to-End Root Cause Analysis and SAP Note 1478974.

Logging and Tracing

Logging and tracing is enabled on the device. For more information, see Management of Mobile

Applications with Impacts on Security in the generic part of this guide.

The following log levels are defined:

Level 0 EmergencyLoggingLevel

Level 1 AlertLoggingLevel

Level 2 CriticalLoggingLevel

Level 3 ErrorLoggingLevel

Level 4 WarningLoggingLevel: used to log non-blocker issues

Level 5 NoticeLoggingLevel: used to log a note

Level 6 InfoLoggingLevel: used to log information

Level 7 DebugLoggingLevel: used for verbose logs during development only The logger also displays log entries from the standard device log as log level 4.

Data Consistency

For most of the mobile apps, the data is stored in the system in which the corresponding

application is running. Data consistency is checked there using the usual procedures.

NOTE

If the mobile app stores data on the mobile device, you can find additional information on this in

the application-specific part of this guide.

http://service.sap.com/sos

http://service.sap.com/securitynotes

http://service.sap.com/changecontrol

http://service.sap.com/runsap

https://service.sap.com/support

https://launchpad.support.sap.com/#/notes/1478974/E

Support Desk Management

Support Desk Management enables you to set up an efficient internal support desk for your

support organization that seamlessly integrates your end users, internal support employees,

partners, and SAP Active Global Support specialists with an efficient problem resolution

procedure. For support desk management, you need the methodology, management procedures,

and tools infrastructure to run your internal support organization efficiently.

Remote Support Setup

SAP support needs to be able to work remotely to achieve the highest efficiency and availability.

Therefore, all required support tools must be remotely accessible for SAP support.

For more information on how to set up remote connections, see the SAP Support Portal on SAP

Service Marketplace at https://support.sap.com/remote-support.html under Connection Types.

RECOMMENDATION

For SAP Gateway and SAP back-end systems, the following connection types are a good starting

point:

HTTP Connect – URLAccess

R/3 Support

Connection types enabling the access to the operating system

For SAP Control Center, you should activate HTTP URL access as a minimum.

Problem Message Handover

When creating a message, use the Mobile apps and related technology components that have

been assigned to a new component hierarchy as follows:

Component Name

MOB Mobile Business

MOB-APP Mobile Applications

MOB-APP-AR Augmented Reality Mobile Apps

MOB-APP-AR-SVC SAP AR Service Technician

Generic Update Information

Updating the Mobile System Landscape

It depends on the mobile app whether you have to install a new add-on in the back-end system. If

you do not update the back-end system, not all of the features of the app may be available. For

more information, see the application-specific part of this guide.

The settings that you made on the device (for example, user name and passcode) are still

available after you have installed the new version of the mobile app.

https://jam4.sapjam.com/webdav/ODRiNDc0YjM5MDZmZjhmYmQ3MzA1OTViOTA5ZWI1MDc1NGI3ZjM2MQ__/1479756799/1142805/support.sap.com/remote-support.html

Traceability

Logging & Exception Handling

In the event of an exceptional error that causes the application to crash every effort has been

made to log the resulting error. Logs of such errors can be found inside the directory

/storage/emulated/0/Android/data/com.sap.ar.st.client/cache/Log_*.txt. Additional logging

information will be placed in this location as the application executes.