SAP Knowledge Base Article - Public

2592135 - Interaction Duplicated After Changing the Source of a Ticket via Web Service ManageServiceRequestIn

Symptom

A ticket was created via an email channel or the web service ManageEmailActivityIn. Now you want to change the field Source (DataOriginTypeCode) from Email to Internet using the web service ManageServiceRequestIn.

After changing the field Source the initial content/description of the email is displayed twice under Interactions.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. You create a ticket via an email channel or the web service ManageEmailActivityIn.
  2. You then update the ticket via the web service ManageServiceRequestIn.

Example update XML request:

<n0:ServiceRequestBundleMaintainRequest2_sync xmlns:n0="http://sap.com/xi/SAPGlobal20/Global">
 <ServiceRequest actionCode="02">
  <ID>1234</ID>
  <DataOriginTypeCode>4</DataOriginTypeCode>
 </ServiceRequest>
</n0:ServiceRequestBundleMaintainRequest2_sync>

After executing the interactions of the ticket you have updated looks as follows:

 duplicate.png

Cause

When a ticket is created via email, an email activity is generated and the email content/description is stored in the text collection node of service request. While displaying the interactions, only one interaction is shown as the email activity.

When you now change the DataOriginTypeCode to Internet using the web service ManageServiceRequestIn, the data maintained in the email activity are getting fetched and transferred to a note in the service request.

Hence, you see the same message twice, one as a note and two, as an email activity.However, there is actually no duplication of data in the backend.

Resolution

This is expected system behaviour.

Keywords

Ticket, Source, Web Service, Duplicated, Interaction, ManageServiceRequestIn, ManageEmailActivityIn , KBA , ticket, source, web service , web service, duplicated, interaction , manageservicerequestin, manageemailactiv , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SC-EML , Email , LOD-LE-AM , Activity Management , Problem

Product

SAP Cloud for Customer all versions