2433668 - PSM Release Request: Action Make ERP Relevant in Service Request - Item

SAP Knowledge Base Article - Public

2433668 - PSM Release Request: Action Make ERP Relevant in Service Request - Item

Symptom

Request to PSM release the action FLAG_EXT_FOLUP_NREL available under ITEM node of SERVICE_REQUEST.

Possible use-case:

Service Ticket integration with ERP (C4C -> ERP). When we crating a service Ticket, adding an item through PDI to the Ticket. When ticket has to be released to ERP, three steps needed: 

  1. Set Item as ERP relevant
  2. Release Ticket to ERP
  3. Save

If the Set Item as ERP Relevant happens through PDI solution, only 2 steps needed to be taken in C4C.

Resolution

The Business Configuration option where Item Processing Type code can be defined also offers capabilities to set if the that item processing type code is relevant for ERP or not.
You can create your own types in the system and associate that Item type as relevant for ERP and set the determination rules in such a way to pick items type accordingly as per requirement, hence when item is created from PDI solution it gets set with that particular type and then the ERP flag would be set as per the configuration in the Business Configuration.

Navigate to Start of the navigation path Business Configuration  Next navigation step Open Activity List Next navigation step Fine-Tune  Next navigation step Show All Activities  Next navigation step Tickets for Customer Support Next navigation step Maintain Item Processing Codes End of the navigation path 

Keywords

KBA , LOD-CRM-EMP , Employee , How To

Product

SAP HYBRIS C4C CORE all versions ; SAP Hybris Cloud for Customer all versions