SAP Knowledge Base Article - Public

3065591 - "XML parsing error", While Generating Ticket Summary


When you try and generate the ticket summary you receive below mentioned error:

 "Xml parsing error: not well-formed (invalid token) (error code 4), line XXX, column Y of file C:....AAA.xml"

 (Here XXX represents the Line number, Y represents column number, AAA represents xml file name)


SAP Hybris Cloud for Customer

Reproducing the Issue

  • Go to Services workcenter
  • Select Tickets view
  • Search and open the required Ticket
  • Click Actions
  • Select Create Summary
  • Choose a Template
  • Click Preview

Above mentioned error is generated.


This issue occurs due to incorrect content in the XML. In case of invalid content the User Interface deals with HTML content. Therefore, the rendering would not have any issues displaying the same content.

Whereas, for PDF generation, it is the XML content that is passed. If you copy the form data XML and use any XML validator such as, the validation fails due to the special character being passed in the XML content.

The Interaction’s content would not be rendered due to technical limitations with respect to its content handling of special characters.


To resolve the issue, it is advisable to take such interactions content out of the form message structure and print summary again.


Ticket Summary, XML error, Parsing , Generate Summary, Ticket Summary , KBA , xml parsing error , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer core applications all versions