2635726 - Items Are Not Editable In Service Tickets After Released to ERP

SAP Knowledge Base Article - Public

2635726 - Items Are Not Editable In Service Tickets After Released to ERP

Symptom

You create a service ticket with line items in Cloud for Customer (C4C) and after releasing it to your ERP system, you notice that the items are not editable anymore.

Environment

SAP Hybris Cloud for Customer

SAP ERP

Reproducing the Issue

Pre-requisites: you have the following integration scenario setup in C4C: Creation of Service Ticket Follow Up Document in SAP Business Suite.

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open any service ticket.
  4. Go to the Service and Repair facet.
  5. Add a line item in the Items section and maintain the details you need.
  6. Release the ticket to ERP.
  7. Observe the status of the items, it changes to Released and observe the details of the items, they are not editable anymore. 

Cause

The items are not editable once they are released to ERP. The service ticket scenario has only confirmation from ERP which means that only the external document ID is updated. ERP has further processing, but that is not linked to C4C, therefore, any change made in ERP will not be sent back to C4C.

The only case which can reset the status is when the IDoc  fails in ERP - in that case the status is changed to Release Discarded in C4C which can be reset in C4C and therefore, allows to change the item.

Resolution

This is the expected behaviour in the current release of C4C. In case you wish to change that, we would kindly ask you to post your requirement on our Ideas Forum.

Keywords

item not editable, service ticket, follow up scenario, release to ERP , KBA , service ticket , item not editable , LOD-CRM-INT-ERP , Integration of C4C with ERP , How To

Product

SAP HYBRIS C4C ADDINS 1802 ; SAP HYBRIS C4C ADDINS 1805 ; SAP HYBRIS C4C ADDINS 1808