C4C Service Ticket Integration via Standard Communication Scenario

[Former Member]

Hi,

We want to replicate our service tickets to third party system via HCI. However we couldn't find any standard communication scenario and communication arrangement for this process.

I think it should has a standard communication scenario since it's very important object for integration process.

Can anyone know if is there any standard outbound scenario to trigger our service ticket document to HCI system by saving ticket document? Or do we have to implement custom logic via SDK to trigger my ODATA service?

Thanks

Mertkan Poyraz

[former_member226 · Accepted solution]

Hi,

n order to enable service ticket have you scoped the following question:

Once solution is scoped then you should create a new communication arrangement for communication scenario named "Creation of Service Ticket Follow Up Document in SAP Business Suite" which will in turn activate 2 services for Ticket Replication as well as attachment replication.

Now you are ready to trigger the message 😊.

In case needed, Please check the official documentation here:

https://archive.sap.com/documents/docs/DOC-60802

https://websmp102.sap-ag.de/~sapidb/012002523100011793642016E/1IICFCALLBB_ConfigGuideEN.pdf

https://help.sap.com/viewer/cea15f900ca04c4faa35d3044577fe27/1905/en-US/18748141763d10148c0ab5b7f0ff...

Thanks

Saurabh

[Former Member · Accepted solution]

Hi Saurabh,

Thanks a lot for the detailed info. I'm going to check all of them.

The question is; can I use this scenario for service ticket integration with third party system instead of SAP ECC?

[former_member226 · Accepted solution]

Hi,

Yes definitely you can, provided your 3rd Party application expose APIs to consumed via middle ware (in this case HCI/CPI).

Idea of these guides are about out of the box integration but given the circumstances you always build your own iflow and connect any system since C4C already enabled to send out the data to middle ware and from there it depends on consumer whether it is ECC or Sales Force.

Regards

Saurabh

[Former Member · Accepted solution]

Hi Saurabh,

In order to have relevant comm. arrangement I had the question above in scope and it seems active in the system now.

I also have 1 more question which is related to this issue. I believe that we should use "Release to ERP" button to trigger related web service to HCI. However the button is read-only now and we are not able to trigger it.

If this is the way to trigger comm. arrangement, how can I activate this button? My concern is not being able to use this button since we don't have service license if some additional things should be added in scope from service menu.

Do you have any idea about this?

Thanks

[former_member226 · Accepted solution]

Hi,

Its rough to say without looking into the system what could be causing this issue but possibly you can check following points:

1.Make sure your system doesn't have Approval Process enabled for ticket. if it is there then first submit ticket for approval and then may be you can release it to ERP.

2.Check if you have at-least one line item for which item processing type code which is external pricing relevant in fine tuning activity.

3. Check if you ticket document type code itself is external pricing relevant in fine tuning activity.

Regards

Saurabh

[Former Member]

Hi,

After having "Service and Job" assignment block via project scope the button can be triggered.

Thanks for your contributions.