SAP Knowledge Base Article - Public

2733949 - Ticket Status Closed Triggers an Outbound Message to ERP

Symptom

You have created a ticket in C4C (SAP Cloud for Customer) and transfered it to ERP to create an order, when the ticket status changes to closed an outbound message is sent to ERP.

Environment

  • SAP Cloud for Customer
  • SAP ERP

Reproducing the Issue

  1. Go to the Service work centre.
  2. Go to the Tickets view.
  3. Open ticket ID ABC (where ABC represents the ticket ID).
  4. Set status to Closed.
  5. Check Web Service Message Monitoring - you will see an outbound message to ERP with interface (FollowupDocumentCreationRequestFromServiceRequestCreationOut).

Resolution

This is a standard feature: when a ticket is closed in C4C, the corresponding internal order in ERP created has to be technically completed.
The message is sent to ERP without any line items. This message does not do any processing, but sets the status of the corresponding internal order created during the first message to TECO (Technically completed).

Keywords

Ticket, Closed, TECO, FollowupDocumentCreationRequestFromServiceRequestCreationOut, Internal Order. , KBA , LOD-CRM-INT-ERP , Integration of C4C with ERP , Problem

Product

SAP Cloud for Customer add-ins all versions