Can't find Interactions of ServiceRequest in OData API

[wwojtas]

Hello,

I've been trying to find an interactions that are stored in tickets in C4C in OData (/sap/c4c/odata/v1/c4codata/).

However when I request for ServiceRequestInteractionCollection the list is empty. Response looks like this:

<feed xmlns="http://www.w3.org/2005/Atom" xmlns:m="http://schemas.microsoft.com/ado/2007/08/dataservices/metadata" xmlns:d="http://schemas.microsoft.com/ado/2007/08/dataservices" xml:base="https://<tenant>.crm.ondemand.com/sap/c4c/odata/v1/c4codata/">"); vertical-align: bottom; height: 10px;"><id>
https://<tenant>.crm.ondemand.com/sap/c4c/odata/v1/c4codata/ServiceRequestInteractionCollection
</id>
<title type="text">ServiceRequestInteractionCollection</title>
<updated>2020-03-23T14:00:55Z</updated>
"); vertical-align: bottom; height: 10px;"><author>
<name/>
</author>
<link href="ServiceRequestInteractionCollection" rel="self" title="ServiceRequestInteractionCollection"/>
</feed>

I've also noticed that the interactions are stored under ServiceRequestBusinessTransactionDocumentReference (for example: ServiceRequestCollection('00163E7210DD1EDA94FAD89140E0423D')/ServiceRequestBusinessTransactionDocumentReference). However It's only returning me the reference (ObjectID) that I cannot find anywhere in any of OData Collections.

Does anyone has an idea where this Object is stored so I can get details of it or how to make this ServiceRequestInteractionCollection to return list of entires?

In the end I would like to add an Interaction (in type of chat transcript) via this OData and then add it to the prieviously created ServiceRequest.

Thanks everyone!
Regards,
/W

[former_member734881]

Hello Waldermar, did you ever find a solution for this problem? Kind Regards, Martin

[wwojtas]

mceronio-dc
Sadly not. I've abandoned this quite some time ago. However if you manage to find and share it with us I would really appreciate it 🙂

Regards,
/W

[former_member734881]

wwojtas, all I have managed to find are two notes:

https://launchpad.support.sap.com/#/notes/2800683

https://launchpad.support.sap.com/#/notes/2765229

It does seem to offer some kind of workaround, though not a pleasant one, and it involves using v1 of the API, which is deprecated. The ServiceRequestInteractionCollection entity set is not available in v2, so the recommendation (as per the first note) is to build a custom service.

This is a very disappointing and poor solution offering.

[wwojtas]

mceronio-dc

I think i managed to find it only using this servicerequestinteraction API. It probably new, I don't remember I saw it at the time I've posted this question.

/sap/c4c/odata/v1/servicerequestinteraction/ServiceRequestInteractionTicketCollection
Here you can find a ticked based on ID
You enter its /ServiceRequestInteractionInteractions/
And for each Interaction there is a /ServiceRequestInteractionOriginalContent endpoint where you can find the content.

I didn't check the adding new interactions yet, but I believe it should be possible somehow too

[former_member734881]

wwojtas That is quite a nice find, thank you!

What I forgot to mention is that we are also trying to proxy the calls through an on-premise Gateway system, and it seems that is falling over when it tries to process any response with binary attachments.

But I am thinking I can perhaps make it work by selecting limited fields and creating a function import to handle attachments for each service request.

Thank you for your help!

[former_member226]

Hi,

As you already pointed, All the linked or related items of a service tickets will always be stored in ServiceRequestBusinessTransactionDocumentReference and in order to access them you need to call the endpoints with Ticket UUID: ServiceRequestCollection('00163E7210DD1EDA94FAD89140E0423D')/ServiceRequestBusinessTransactionDocumentReference.

From the response, you need to pick ID and TypeCode. Type code will tell you about what is the business object whereas ID will tell you its identifier. For possible value of type, you can check the data type "BusinessTransactionDocumentTypeCode" and then based on that you can calll the correponding odata API endpoints. For example: if the type is 30 then it is a SalesQuote and then you need to call correpondiong end point.

Note: I see that you are using "c4codata" end point which is deprecated, hence you should consider using "c4codataapi" endpoint.

BR
Saurabh

[wwojtas]

Thanks for the answer!

But how can I tell what the corresponding endpoint is?

ServiceRequestCollection('00163E7210DD1EDA94FAD89140E0423D')/ServiceRequestBusinessTransactionDocumentReference
Response shows me TypeCode of 1976

<d:TypeCode>1976</d:TypeCode>
<d:TypeCodeText>Chat</d:TypeCodeText>

ServiceRequestBusinessTransactionDocumentReferenceTypeCodeCollection('1976')
Shows me basically the same information (Chat is being translated to Polish language for some reason)

<content type="application/xml">
<m:properties>
<d:Code>1976</d:Code>
<d:Description>Czat</d:Description>
</m:properties>
</content>

I cannot see any endpoint that includes name of Chat (or Czat at this point)

[former_member226]

Sorry but I am not sure if a transcript (Chat) can be pushed into the system using odatas? May be someone from SAP can answers this.