2557667 - Attachment Replication is Not Working for Tickets

SAP Knowledge Base Article - Public

2557667 - Attachment Replication is Not Working for Tickets

Symptom

The document attached to a service ticket in Cloud for Customer (C4C) is not replicated to your external system, although, you have setup the attachment integration.

Pre-requisite: correct setup of communication arrangement 'Creation of Ticket Follow Up Document in SAP Business Suite'

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open a ticket and attach a file.
  4. Submit the ticket to ERP.

Result: The file is not replicated to your external system and the attachment replication is also not triggered.

Cause

You did not create billing request for the service ticket in ERP. In the current release of C4C, when you replicate ticket attachments to your ERP system, it is only supported when you create billing request in ERP.

Therefore, the attachments of a service ticket in C4C side are replicated to ERP only if the corresponding billing request was created in ERP for the same service ticket and the confirmation arrived to C4C about the same. You can make sure about the correct type code by checking the confirmation (interface: FollowupDocumentFromServiceRequestCreationIn) in Web Service Message Monitoring - the TypeCode for the ServiceRequestConfirmation has to be: <FollowUpDocumentTypeCode>29</FollowUpDocumentTypeCode>

Please, note, when you replicate service ticket attachements to CRM, TypeCode 118 can be used (however, the same would not trigger the attachments to ERP).

Resolution

In case you replicate ticket attachments to ERP, you need to create billing request document (FollowUpDocumentTypeCode 29) for the service ticket.

Keywords

ticket, attachment, ERP, CRM , KBA , LOD-CRM-INT-ERP , Integration of C4C with ERP , Problem

Product

SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711