Intelligent Automation / SAP
Calibration certificates into SAP DMS at 50,000 documents a year
Global healthcare-technology enterprise - service operations
- certificates and reports per year
- 50,000+
- SAP transactions automated (IH08, IE03, CV01N)
- 3
- process variants (serial-entry and equipment-entry)
- 2
- audit trail on every document
- End-to-end
Architecture at a glance
Context
Field service and calibration providers generate on the order of 50,000 calibration certificates and maintenance reports a year. Each one must be matched to the correct equipment record in SAP and attached to the document management system. For regulated medical equipment this is not filing - it is compliance evidence, and backlogs carry audit risk.
Constraint
Documents arrive through ServiceNow with inconsistent identifiers - frequently nothing more than a manufacturer serial number. Resolving a serial to an equipment record requires SAP lookups with fallback logic, and the volume rules out attended handling. Being a regulated environment, every decision the robot makes has to be reconstructible later.
Architecture
A two-phase design on a hardened REFramework variant. Phase one resolves serial numbers to equipment via SAP IH08 and posts results back to ServiceNow through an authenticated REST endpoint. Phase two - triggered by ServiceNow once equipment is known - normalizes the PDF, verifies serial and plant via IE03, and creates the DMS record via CV01N with document type and part determined dynamically per document class.
Work flows through Orchestrator queues with transaction-scoped retry, structured logging at every decision point, and clean separation between the two variants so each can evolve independently.
Outcome
Certificate filing runs unattended at full volume. Subject-matter experts see only the exception queue, and every filed document carries a reconstructible trail from intake to SAP record.
From the workbench
12:41:03 TRACE GetTransactionData queue item acquired · reference CERT-…-4812 12:41:07 TRACE IH08.Lookup serial resolved -> equipment record 12:41:19 WARN CV01N.Attach SAP GUI busy — app exception, retry 1/2 12:41:36 TRACE CV01N.Attach document created · type/part set per class 12:41:38 INFO SetTransactionStatus Success · full decision log persisted 12:41:41 TRACE GetTransactionData next item… -------- business rule miss -> BusinessRuleException -> human review queue (no retry) application failure -> retry x2, then exception queue with screenshots + logs
Illustrative trace. Retry semantics, exception split and audit logging are exactly as delivered.
More work
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