SAP Knowledge Base Article - Public

2716163 - Document Type ABC Does Not Match Process Variant

Symptom

When trying to create a new Ticket, the message Document Type ABC does not match process variant appears. (ABC represents the name of the Document Type)

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Click on New
  4. Try to save ticket, the message Document Type ABC does not match process variant appears.

Cause

This is happening because the user is assigned to Customer Support and Employee Support.

User who is using Service work center should not have the Employee Support workcenter views assigned.

Resolution

To fix this you need to remove the Employee Support view under the Service workcenter from the affected user.  Users with only Service workcenter will not see this message.

When using Service scenario, the Employee Support workcenter view should not be assigned to User.

SAP Cloud for Customer application can be used to support both scenarios in the same system, however the same Business User cannot support both scenarios at the same time.

If same Employee needs to support, then two login users have to be created, one with Service related workcenter views and one with Employee Support related workcenter views.

Keywords

Employee; Process Variant; Document Type; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer all versions