ServiceMax Integration Overview

Available on the Advanced and Enterprise tiers:

Essentials

Advanced

Enterprise

ServiceMax Integration is the secure communication and data sharing between the ServiceMax and TrueContext systems. With a ServiceMax integration, you can:

Update ServiceMax, your system of record, in near real-time.
Attach Documents to the ServiceMax records for audit purposes.
Create follow-up work orders, ready to be scheduled and assigned.
Post a notification to Chatter or Zinc, improving your organization’s response time to escalations.

ServiceMax Integration Cookbook

Get “recipes” for frequently used ServiceMax Integration procedures.

Key Concepts

An integration with ServiceMax enables you to reference data from ServiceMax records through connected Data Sources Data sources, also known as "Lookups", are external sources of data that you upload or connect to TrueContext. You can reference this data in a form to populate answers or answer options. Data sources save typing, reduce errors, and make it easy to provide mobile users with only the relevant, most current data.. You can also send data from submitted forms to ServiceMax by linking Data Destinations A Data Destination specifies where to send data from a submitted form. You can use Data Destinations to automate data sharing and storage, routing data to a specific service (such as email or cloud storage) in several different formats. to your organization’s ServiceMax records.

A ServiceMax Integration can also connect TrueContext to ServiceMax Go and Zinc.

With App‑to‑App calls, you can set up communication between the ServiceMax Go app and the TrueContext Mobile App on the same device. You can also define callbacks to return users to ServiceMax Go after they finish working in the TrueContext Mobile App.

A ServiceMax Zinc Integration enables TrueContext to send messages to a Zinc group when a user submits a form. You can also set up the messages to be delivered to a hotline or a specific user. This means that TrueContext can notify managers and other users when a job is completed.

Configuration

TrueContext can pull data from ServiceMax records of any Object type into your forms. TrueContext can also create or update ServiceMax records with data from submitted forms. The following integration points in TrueContext enable this type of communication:

Salesforce Connection—to establish a secure, OAuth connection between ServiceMax and TrueContext
Salesforce Data Source Data sources, also known as "Lookups", are external sources of data that you upload or connect to TrueContext. You can reference this data in a form to populate answers or answer options. Data sources save typing, reduce errors, and make it easy to provide mobile users with only the relevant, most current data.— to use ServiceMax reports or Salesforce Object Query Language (SOQL) to pull data into TrueContext
Salesforce Data Destination—to push data from TrueContext to ServiceMax Objects
App-to-App Communication—to exchange data between the ServiceMax app and the TrueContext Mobile App

Tip: TrueContext supports both Salesforce sandbox and production environments.

You can also set up a connection between TrueContext and ServiceMax Zinc. An integration with Zinc requires a TrueContext HTTP Data Destination and a connection to the Zinc Messaging API.

Technical Details

The TrueContext Mobile App can receive a “request” or “call” from the ServiceMax Go app on the same device. An inbound App‑to‑App request directs the TrueContext Mobile App to launch in the foreground and complete an action.

ServiceMax users can specify x‑callback parameters. These parameters tell the TrueContext Mobile App what to do when a user submits or discards a form, or when there’s an error. The TrueContext Mobile App can bring ServiceMax Go back to the foreground and send it the submitted form data and metadata.

To return a user to ServiceMax Go after they submit a form, you must configure the following callback parameters:

x-success — When a user saves or sends a form, or transfers a TrueContext Teamwork TrueContext Teamwork is an Enterprise tier feature that enables mobile users to transfer incomplete forms for other users to complete as part of a multi-user workflow. This can be useful for jobs that require someone else's expertise or that span multiple shifts.-enabled form.
x-cancel — When a user cancels an action, such as discarding changes made to a form.
x-error — When the system can’t complete the requested action and generates an error.