SAP Knowledge Base Article - Public

2589422 - Service Location Stays Empty When Creating a New Ticket via Web Service


You are facing the issue, that the Service Location stays empty when you create a new ticket via the Inbound Service Interface ManageServiceRequestIn.


SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Create a new SOAP UI project based on the ManageServiceRequestIn WSDL.
  2. Enter information as required.
  3. Request contains the element <OtherParty> with <PartyRoleCode>1005</PartyRoleCode>.
  4. Create ticket by executing the web service.
  5. Ticket gets created without Service Location filled.

Example XML request:

<ServiceRequestBundleMaintainRequest2_sync xmlns:n0 = "">
    <ServiceRequest actionCode = "01">
        <BuyerParty contactPartyListCompleteTransmissionIndicator = "true">
            <ContactParty actionCode = "01">
        <OtherParty actionCode = "01">


The Service Location only gets filled, when the system triggers the automated determination of the Ship-To address.

Because we already passed the Ship-To address in our web service XML request, the system does not trigger the determination and the Service Location remains empty.


You can check your determination configuration in the Business Configuration work center, Overview view, searching for Tickets for Customer Support.

Open the Activity Tickets for Customer Support and click on Maintain Involved Parties. Now highlight the row of Party Role Ship-To and click on Maintain Determination.

By default the Ship-To address gets determine based on the Business partner relationship of Account or Copied from Account.


To trigger the automated determination of the Ship-To address, do not pass the following element with your XML request.

<OtherParty actionCode = "01">

Now the determination of the Ship-To address gets triggered and the Service Location gets filled as expected.


Empty, Missing, Service Location, Web Service, Ticket, Ship-To, Determination, ManageServiceRequestIn , KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions