C4C to SMC ticket replication error

[former_member654580]

Dear experts

I hope you are well

We are conducting integration tests between C4C and SMC.

But, there is an error in the replica of Tickets, the solution options are validated, but the doubt is that it says product category, and what is sent from C4C is categories of services related to the Ticket.

screenshots are attached

BR.

Elio C

[SCHNEIDERT · Accepted solution]

Hi Elio,

we encountered the same issue.

By default the mapping is done from the Service Categories on C4C side (CatalogueID and CategoryID) to the Product Categories on MC side.

Do you use Products and Product Categories in SAP Marketing Cloud?

If you don't use them in MC, the easiest way would be to disable the mapping for Product Categories on CPI in the Customer Exit for the Service Ticket iFlow. That's the way we did it because they're not used at the moment.

Otherwise you have to create those Categories in SAP Marketing Cloud.

BR Tobias

[former_member654580 · Accepted solution]

Hi schneidert

At this time, I am not making use of product and product categories in MKT.

But the idea is to bring, in the future, products and product categories from S4HANA, I don't know if they can bring them from C4C. In this context, what would be the best strategy?

1.- Disable the products and their categories in the integration with C4C But if I cut this point, how would it be in the segmentation: What category of service is associated with a ticket will not be displayed?

2.- Can these categories and products be brought from C4C? It would have to do an initial load and activate this interface and then resend all those messages that gave an error in the import monitor, am I correct?

3.- Bringing these products and categories from S4HANA, would it be an option to solve this error of the service tickets?

Best regards

Elio C

[SCHNEIDERT · Accepted solution]

Hi eliocentenob,

1. If you disable those categories on CPI of course you don't have the information in segmentation. If you still need that information but don't want to store it as Product Categories, you could maybe create a Custom Field for those Service Categories which you can then enable also in segmentation.

2. As per my knowledge, product categories and products are not replicated from C4C. So, you have to import/create them via csv or OData before.

3. If the Categories coming from S/4 have the same ID that the system tries to find in the replication of Service Tickets from C4C, it should work and there shouldn't be any error messages.

I would propose to upload few categories via csv (e.g. CA_1A and CA_2A mentioned in your screenshot) and check if it works fine by restarting the error messages from your Import Monitor.

BR Tobias