2591954 - ManageServiceRequestIn - Changing Origin Not Possible; Field is Read-Only

Symptom

After executing the web service ManageServiceRequestIn you receive a XML response with the error message 'Changing Origin not possible; field is read-only'.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

Download the WSDL from your system.
Open SOAP UI.
Create a ManageServiceRequestIn project in SOAP UI.
Execute following example XML request.

Example 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 your XML request you receive an erroneous XML response similar to the following.

Example erroneous XML response:

<n0:ServiceRequestBundleMaintainConfirmation2_sync xmlns:n0="http://sap.com/xi/SAPGlobal20/Global" xmlns:prx="urn:sap.com:proxy:LCU:/1SAI/TAEDA10B11B665D1CF85BDD:804">
<Log>
  <MaximumLogItemSeverityCode>3</MaximumLogItemSeverityCode>
  <Item>
   <TypeID>118(/AP_ESI_COMMON/)</TypeID>
   <SeverityCode>3</SeverityCode>
   <Note>Changing Origin not possible; field is read-only</Note>
  </Item>
</Log>
</n0:ServiceRequestBundleMaintainConfirmation2_sync>

Cause

The Ticket you want to update is in Approval Status: In Approval. When a ticket is in this status, the field Source (DataOriginTypeCode) is not editable via the web service ManageServiceRequestIn.

Resolution

To make the field Source editable, open the ticket, click on the Approval button to withdraw the approval. Now it is possible to execute the web service again and you will receive a successful XML response.

Example successful XML response:

<n0:ServiceRequestBundleMaintainConfirmation2_sync xmlns:n0="http://sap.com/xi/SAPGlobal20/Global" xmlns:prx="urn:sap.com:proxy:LCU:/1SAI/TAEDA10B11B665D1CF85BDD:804">
<ServiceRequest>
  <ReferenceObjectNodeSenderTechnicalID> </ReferenceObjectNodeSenderTechnicalID>
  <ChangeStateID>20180119083549.5630680</ChangeStateID>
  <UUID>00163e13-6e2d-1ed7-beed-0e3abb0e0212</UUID>
  <ID>1234</ID>
</ServiceRequest>
<Log/>
</n0:ServiceRequestBundleMaintainConfirmation2_sync>

Keywords

ManageServiceRequestIn, Changing Origin not possible; field is read-only, In Approval, Ticket , KBA , manageservicerequestin , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions