Getting an information message while creating new ticket using Copy function

[former_member682188]

Hi SAP Experts

While creating a new service ticket from an existing ticket by using Action "copy " we are getting an information messages on the ticket Creating screen " # blocked contract items were found for item #" ( eg. 28 blocked contract items were found for item 10 ) .

We would like to know , how system is determining the blocked contract related to items in existing service ticket and what is the cause behind these messages.

As these messages are Standard ,is there any way not to populate these messages on ticket creation screen when we create new ticket from an existing ticket using Action 'COPY".

Regards,

Lalit Tageja

[former_member682188]

Hi Arun,

We have written the code only in Event - Aftermodify where we are clearing contracts and items.

Even we tried to clear the contracts and items in extra round trip still messages are appearing which creating the new ticket from an existing ticket.,

We confirmed in debug mode that , messages are coming before after-modify event triggering while copying the ticket.

Could please let us know any workaround not to populate or display these standard message while creating a new ticket using Copy Action.

Regards,

Lalit Tageja

[arun02_12]

Dear Lalit Tageja,

I do not see any other way in configuration level to restrict such messages. Try the before save event once.

Best Regards,

Arun

[former_member682188]

Hi Arun,

Yes , you are correct this is standard Information message which is raised when existing ticket is having items.

Before writing the PDI logic , these message were appearing while creating new ticket from an existing ticket.

As per business requirement , we are restricting the copy of contract and item to a new ticket by writing PDI logic , still message are appearing after clearing the contract and items.

Even we tried to analysis how # (160) blocked contract items are related to item # ( 10 ) through contract determination log.

could you please let us know if there is any possible way not to populate these standard information messages on newly service ticket creation screen.

Regard,

Lalit Tageja

[arun02_12]

Hi lalit095,

From your comments it seems like PDI is clearing the contract details only after the standard validation raises the error message.

1)You can try clearing the contract before the Standard validation takes place. You can try your logic on the below events

• AfterModify

  This event determines the data of a node when the data has been changed. This is especially useful for derived data that needs to be updated immediately.

• BeforeSave

  This event determines the current data of a node.

2)You can trigger an extra round trip so that the standard validation is triggered again and clears the error message.

Both options requires PDI.

Best Regards,

Arun

[former_member682188]

Hi Arun,

Thanks for your response.

We are restricting the copy of Contract and items while creating new ticket from an existing ticket using Action"copy", but still messages appears ( eg. 160 blocked contract items were found for item 10 )

Even we tried to analysis how # (160) blocked contract items are related to item # ( 10 ) through contract determination log.

could you please let us know if there is any possible way not to populate these standard information messages on newly service ticket creation screen.

Regards,

Lalit Tageja

[arun02_12]

Hi lalit095,

"We are restricting the copy of Contract and items while creating new ticket from an existing ticket using Action"copy""

I guess you are using some PDI enhancements for this. The issue could be in the PDI logic that clears the contracts during copy.
The message is a standard validation message which is raised only when the contract is added to the Ticket.

Check your PDI logic once again.

Best Regards,

Arun

[arun02_12]

Hi Lalit,

It could be that the contract items are blocked after the contract items are added to the source Ticket and hence the error pops up as the same contract item is copied over to the new ticket.

If you want to know further details, You can check the contact determination log under the Service and Social View of the Administration Workcenter.

Best Regards,

Arun