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SAP Knowledge Base Article - PublicSymptom
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.
-
Go to the Service work center.
- Go to the Tickets view.
- Open any ticket and edit it.
- Save the changes.
- Go to the Administrator work center.
- Open Web Service Message Monitoring under General Settings.
- 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
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