Tickets replicated from C4C to SAP Marketing Cloud - But not mapped with contacts

[former_member660531]

Hi experts,

I hope you're all doing well and safe,

We have done the replication of tickets from SAP Sales Cloud to SMC wih success,

But we're able to found them in the contacts or accounts,

Can someone help with that please ?

Thanks,

BR,

[SCHNEIDERT · Accepted solution]

Hi Soufiane,

did you receive any errors or do you maybe have some screenshots of the imported data (Payload Examples)?

BR Tobias

[former_member660531 · Accepted solution]

Hi schneidert,

Thank you for your feedback, yeah indeed I checked the payload and the contact ID was missing, due to an error on SAP C4C,

And now it's working,

Thanks again,

BR,

[SCHNEIDERT · Accepted solution]

Hey s_chaibisoufiane39,

glad to hear that it's working now 🙂

Kind regards

[former_member619360 · Accepted solution]

Hello tobias,

I have the same issue but the contact id is mapped but not shown

can you help please

Best Regards,

[SCHNEIDERT · Accepted solution]

Hi nourhan.leila,

so the tickets are successfully replicated to SAP Marketing Cloud? Can you see the incoming message in the Import Monitor? And can you also see them in the Browse Interaction Data app? From there you should be able to jump into the corresponding interaction contact.

If that does not help, could you maybe share some screenshots of the Import Monitor or where you're facing your issue?

BR Tobias

[former_member619360 · Accepted solution]

Dear Tobias,

Yes, I can see them at both apps as the below screenshot shows.

service-ticket-import-monitor.png

service-ticket-browse-interaction-data.png

I guess the issue was in the contact ID as there is no relationship between the external ID that is shown in the ticket and the Contact Id that appear in Contacts App.

Is my guess is correct?

If yes how can i do this relationship knowing that we use SAOP to replicate business partner from C4C to MC

Best Regards,

[SCHNEIDERT · Accepted solution]

Hi nourhan.leila,

the External ID shown in your Screenshots (9000000095) should be the C4C ID of the corresponding Account. As you're using SOAP you should see it as "Additional ID" in your Corporate Account Profile (the Source Origin is SAP_MKT_BUPA with the internal Marketing Cloud Business Partner ID).

If you go to the Spotlighting Accounts app and search for "id:9000000095" you should be able to find the correct Account. That one should have the Service-Ticket interaction.

So, not sure where you need or would like to see the interaction or if there's still a misunderstanding from my side 😕

BR Tobias

[former_member619360 · Accepted solution]

Hi Tobias,

Unfortunately, I can not see it in Spotlighting Accounts app but it seems logical as it is contact, not an account

I can see it in the Contact app as shown below.

But there is no ID for it for C4C, I mean 9000000095 not appear here.

Regards,

[former_member619360 · Accepted solution]

also, I create a ticket for an account and I still can not see the service ticket as interaction

[SCHNEIDERT · Accepted solution]

Hi nourhan.leila,

as per my knowledge, until now Service Tickets are always on Corporate Account level. That's why I created an improvement request in the past to have it also assigned to the Contact: https://influence.sap.com/sap/ino/#/idea/266542

In the Account you should find your ID in the "Facts" tab. For Contacts you should find it under "Personal Data" tab. Are you able to see your ID there?

In addition to that, make sure that your timeline in the "Interactions" tab is set correctly including the date of today.