Where to find changes made to tickets in ODATA service

[shenu]

Hi SAP team,

Could someone help me understand which ODATA object has the 'changed from' and 'changed to' data that is displayed on the 'changes' tab of a ticket?

I am using the query https://my337181.crm.ondemand.com/sap/c4c/odata/v1/c4codataapi/ServiceRequestCollection/?$filter=ID eq '93236'&$expand=ServiceRequestHistoricalVersion. However, I don't see all the changes made, except updates made to the status

Thanks in advance,

Shenu

[shenu]

I am looking for only 'Update' modification type

[palu]

Hi Shenu,

Unfortunately, it is not possible to see all the changes. You can see only the Last Changed time and Date.

Regards,

Palani.

[shenu]

Aah I see thanks Palani, appreciate your help. Do you know if there is an ODATA that can just give us total number of times a ticket was touched (/changes were made) in that case?

[palu]

The ServiceRequestServiceRequestHistoricalVersion collection provides information and allows you to view and information about Historical data related to the ticket. It provides information such as start and end time, processor party, teams involved previously.

Historical Version is not related to the changes you are looking for.

Reg the child collection, You can expand the collection using $expand. Also, Every Child Collection has the Service Request ID reference. You can fetch the data directly from the child collection without expanding from Parent.

Regards,

Palani.

[shenu]

Thanks for the response Palani!

If I use child collection, will I be able to see all the changes that were made to a field? for example. Service category - I want to see all changes that were made to that field from the time of ticket creation (not only last change but all changes (CA_A, CA_B, ca_D) and what time it was changed (a, b, c). I am still not clear on how to do get this data.

What I see with status, teams, and processor party in the historical version is exactly what I am looking for to see for other fields as well. My question is how can I get the same information for the other fields (such as service category, resolution, changes in status) etc.

[palu]

Hi Kunal,

Not all the fields in the Ticket Work center will be updated in the Changes Tab. Some fields are just added in the UI, but it will be coming from a different Business Object.
Similarly, Under ServiceRequestCollection we have multiple child collections. Each child collections will be having a ChangedOn field which will record the changes of the field in that particular collection.

You can find the required field and the corresponding ChangedOn field using the metadata URL below :

https://myXXXXX.crm.ondemand.com/sap/c4c/odata/v1/c4codataapi/$metadata?$filter=ServiceRequest

Regards,
Palani.

[shenu]

Thank you very much Palani! Few Questions - Can I expand on the child collection from service request collection itself? If yes what will be the ODATA query? &$expand= child collection name? If not, does that mean I need to find the object that has changes I am looking for and then expand on the servicerequesthistoricalversion as above?

[shenu]

As I am looking at historical version- all changes that were made to a ticket/ or that particular field and not only updated value in changedOn field