2632225 - No Messages Generated in Web Service Message Monitoring When Updating a Ticket

SAP Knowledge Base Article - Public

2632225 - No Messages Generated in Web Service Message Monitoring When Updating a Ticket

Symptom

You have successfully configured the communication scenario Service Request Delegation to SAP Business Suite between Cloud for Customer (C4C) and CRM, but you noticed that the messages are not generated in Web Service Message Monitoring when you update a ticket in C4C.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

Prerequisites: you have a working communication scenario to replicate tickets between C4C and CRM.

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open any ticket and edit it.
  4. Save the changes.
  5. Go to the Administrator work center.
  6. Open Web Service Message Monitoring under General Settings.
  7. Observe the outgoing messages: no messages generated for the change.

Cause

This interface was built in a way that it only sends out a message when the status is set to 'Copied to CRM' (the status has to be changed the following way: Open -> In Process -> Copied to CRM).

Then the message is sent out.

Resolution

This is currently the expected system behaviour. In case you would like to request a change or enhancement, you need to post your request on our Ideas Forum.

Keywords

delegate tickets, service request delegation, no messages, copied to CRM , KBA , LOD-CRM-INT-CRM , Integration of C4C with CRM , How To

Product

SAP Cloud for Customer 1211 ; SAP Cloud for Customer 1302 ; SAP Cloud for Customer 1305 ; SAP Cloud for Customer 1308 ; SAP Cloud for Customer 1311 ; SAP Cloud for Customer 1402 ; SAP Cloud for Customer 1405 ; SAP Cloud for Customer 1408 ; SAP Cloud for Customer 1411 ; SAP Cloud for Customer 1502 ; SAP Cloud for Customer 1505 ; SAP Cloud for Customer 1508 ; SAP Cloud for Customer 1511 ; SAP Cloud for Customer 1602 ; SAP Cloud for Sales 3.0 ; SAP HYBRIS C4C ADDINS 1705 ; SAP HYBRIS C4C ADDINS 1802 ; SAP HYBRIS C4C ADDINS 1805 ; SAP HYBRIS C4C ADDINS 1808 ; SAP Hybris Cloud for Customer 1605 ; SAP Hybris Cloud for Customer 1608 ; SAP Hybris Cloud for Customer 1611 ; SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711 ; SAP Sales OnDemand 1.0 ; SAP Sales OnDemand 2.0 ; SAP Sales OnDemand 4.0