Reference · built on requestConnectorField service & CMMS

ServiceMax Core

Work orders, installed products, service contracts, and technician assignments from ServiceMax Core on the Salesforce platform.

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About

ServiceMax Core is PTC's field service application, delivered as a managed package installed into a Salesforce org from the AppExchange. Its objects live beside Salesforce Accounts, Contacts, Cases, and Products: the Work Order (SVMXC__Service_Order__c), Work Detail lines, Installed Products tracked by serial or lot number, and Service Contracts with Covered Products and SLA Terms.

An operator on Fibric reads open work orders with their dispatch and scheduling status, checks the installed product and contract behind each one, and proposes a new work order or a status change for your approval. Each proposal leaves a receipt: what changed, why, and how to undo it.

This is a reference listing. It documents what Fibric would read from ServiceMax Core and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Work Orders (SVMXC__Service_Order__c) with Order Status, Dispatch Status, Scheduling Status, and Sub Status
  • Work Detail lines (SVMXC__Service_Order_Line__c) of type Parts, Labor, or Expenses, with start and end times
  • Installed Products (SVMXC__Installed_Product__c) identified by serial number, lot or batch number, or product number
  • Service Contracts, their Covered Products (SVMXC__Service_Contract_Products__c), SLA Terms, and coverage start and end dates
  • Technician (SVMXC__Group_Member__c), Service Team, Location, and Case lookups on each work order
  • Salesforce standard objects the package uses: Account, Contact, Case, Event, Product2, Pricebook2, Task, and User

Proposed actions

  • Target capability: propose a Work Order, Case, or Service Request through the IoT standard events endpoint
  • Target capability: propose an update to an Installed Product's technical attributes through the same endpoint
  • Target capability: propose an Order Status change or technician assignment on a Work Order record in the org

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Turn a machine alert into a work order

    When a connected asset raises a fault, propose a Work Order through the standard IoT event, with the Installed Product resolved by serial number.

    With Predictive Maintenance, Field Dispatch

  • Check entitlement before a truck rolls

    Read the Service Contract and Covered Product behind a work order and flag jobs whose coverage dates have lapsed.

    With Contract Lapse

  • Keep parts ahead of the visit

    Read Work Detail part lines on scheduled work orders and surface jobs whose parts are not yet received.

    With Parts Readiness

Requirements

  • A Salesforce org with the ServiceMax Core managed package installed from the AppExchange
  • An org user whose profile can read and write the SVMXC objects the operator touches
  • For event-driven record creation, IoT events configured under ServiceMax Setup > Product Integration > IoT-Connected Field Service Setup
  • An Installed Product Lookup mapping if external identifiers must resolve to Installed Product records
Authentication
Credentials for the Salesforce org that hosts the ServiceMax managed package; ServiceMax endpoints sit under that org's /services/apexrest/SVMXC/ path.

Limits

  • Case, Lead, Opportunity, Quote, and Solution objects may need additional Salesforce licenses
  • Custom Apex web services are customer code; ServiceMax Technical Support does not support them
  • The IoT endpoint creates records. This listing documents no outbound change feed; updates are read by querying the org
  • Callable API classes are limited to settings and tag utilities such as SVMXC.COMM_Utils_ManageSettings

Access and pricing

Reference listing. Fibric builds the connector under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

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Questions and answers

Is ServiceMax Core a separate system from Salesforce?
No. It is a Managed-Released package installed in your Salesforce org through the AppExchange. Its objects, such as SVMXC__Service_Order__c, sit beside Salesforce Accounts, Contacts, and Cases, and are reached through the org.
How does an external system create records in ServiceMax Core?
Through the IoT endpoint under /services/apexrest/SVMXC/svmx/rest/IOTServiceIntf/<EventName>/2.0/. ServiceMax ships standard events for creating a Case, a Work Order, or a Service Request and for updating Installed Product technical attributes. Custom events use an Apex class that extends SVMXC.IOTImplInterface.
What statuses does a work order carry?
Four fields: Order Status (a picklist), Dispatch Status (a formula), Scheduling Status, and Sub Status. Cost rollups such as Total Labor Cost and Total Parts Cost sit on the same record.
Ask about ServiceMax Core

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This connector listing is developed, published, and supported by Fibric. It describes integration with ServiceMax Core through published interfaces. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy