2688107 - RecipientPartyID Missing in the Payload When Releasing Service Ticket to SAP ERP

You create a service ticket is SAP Cloud for Customer (C4C) and release it to SAP ERP. However, you notice that the RecipientPartyID is missing in the outgoing payload and the message fails in your ERP system with the following error:

'Error during processing of BAPI methods'

'Partner maintenance: Partner number missing for an entry with role'

SAP Cloud for Customer

Prerequisites: you have a working integration scenario with interface FollowupDocumentCreationRequestFromServiceRequestCreationOut between C4C and ERP.

1. Go to the Service work center.
2. Navigate to the Tickets view.
3. Open a ticket and add a customer and a contact.
4. Click on the Release to ERP button.
5. Go to the Administrator work center.
6. Click on the Web Service Message Monitoring hyperlink under General Settings view.
7. Search for the new outgoing message for interface FollowupDocumentCreationRequestFromServiceRequestCreationOut. The message successfully left C4C.
8. Open the payload.

Observe the main contact party node:  <RecipientPartyID>XXX</RecipientPartyID> tags are missing (where XXX represents the recipient party ID).

<MainContactParty>

          <PartyID schemeAgencyID=" " schemeAgencySchemeAgencyID=" " schemeAgencySchemeID=" " schemeID=" ">YYY</PartyID>

          <RoleCode>ABC</RoleCode>

[...]

</MainContactParty>

(where YYY represents the party ID and ABC represents the role code)

This behaviour occurs when you add a contact in the service ticket which is not assigned to the account (which is assigned to the same ticket). The ERP contact is mapped to the C4C contact relationship. If there is no relationship, it is not possible to determine the ERP contact ID. As the contact is not assigned to the account, valid ID mapping entry is not determined and the <RecipientPartyID> is missing in the payload.

You need to select a contact which is assigned to the respective account when creating/editing the service ticket.

service ticket, release to ERP, RecipientPartyID, Partner maintenance: Partner number missing for an entry with role, , KBA , LOD-CRM-INT-ERP , Integration of C4C with ERP , How To

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