SAP Knowledge Base Article - Public

2940408 - S/4HANA Service Cloud: Employee Responsible Determination

Symptom

It is not clear how the partner function "Employee responsible" is determined for Service Orders, Service Confirmations, and Service Contracts.  Depending on the scenario, the system uses either a user number or a Business Partner ID.

Environment

S/4HANA Service Cloud

Reproducing the Issue

There are several scenarios:

  •  Service Order,  Service Confirmation , Service Contract created using the APIs: 
    • API_SERVICE_ORDER_SRV
    • API_SERVICE_CONFIRMATION_SRV
    • ServiceConfirmationRequest_In
    • ServiceOrderRequest_In
    • ServiceContractRequest_In

In this case, the employee responsible is updated using the value provided in the field <PersonResponsible> sent by the API. This value is a Business Partner ID. If no value is provided, the user is set as the employee responsible.

  •  Service transactions created using "Manage Service Orders"  app:

The employee responsible is populated automatically with the user who has created the transaction.

However, you can modify manually the employee responsible. In this case, the system updates the Business Partner ID.

Note that the employee responsible is not copied from service orders to service confirmations. Service confirmations follow the same principle as service orders. The user who creates a service confirmation is set by default as the employee responsible.

  • Service contracts created using the "Manage Service Contracts" app:

The employee responsible is populated automatically with the user who has created the transaction.

Cause

Business partner determination procedure in service transactions.

See Also

 S/4HANA Service help

Keywords

KBA , CRM-S4-SRV-SCO , S4CRM: Service Confirmation , CRM-S4-SRV-SVO , S4CRM: Service Order , CRM-S4-SRV-CTR , S4CRM: Service Contract , Problem

Product

SAP S/4HANA Cloud all versions