2839680 - FAQ Configuration Checklist for SMS Issues

Basic FAQ/configuration checklist for handling SMS issues.

SAP Cloud for Customer.

1. Has the question 'Do you want to record messaging activity?' been scoped?

Business Configuration > Implementation Projects > Edit Project Scope > Sales > Account and Activity Management > Activity Management.

2. Has the communication system been created?

Administrator > General Settings > Integration > Communication Systems.

• Is it active?
• Is the hostname (domain name for the gateway provider) maintained?
• Is the System Access Type set as Internet?
• Is the System Instances ID the same as the communication system ID?
• Is the Preferred Application Protocol set as 5 -Web Service?
  
  

3. Has the communication arrangement been created?

Communication Arrangements: Messaging Service.

• Is it active?
• Is the System Instance ID the same as the one entered when creating the communication system?
  
  

4. Has the Web Service been created?

Administrator > Business Flexibility > Mashup Web Services.

• Is it active?
• What is the Authorization Method? Is the method provided supported by the web service?
• Is the URL maintained?
• Is the Service Protocol set as XML?

The solution supports POST method and an XML Body payload.

• Is the HTTP Method set as POST?
• Is the Content Type set as XML Body?
• Is the XML Body Payload in XML format?
• Are the placeholders in the following format: [#PLACEHOLDER]?

The solution encodes the message in UTF8 format.

• Is the encoding UTF8?
• Is the following tag added in the mashup payload: 'EncodeUTF8=TRUE'?
• If UTF8 encoding is not needed, the tag needs to be removed but it should not be set to 'EncodeUTF8 to FALSE'.
  
  

5. Has the Messaging Channel been created?

Administrator > Service and Social > Messaging Service.

• Is the Service ID used as maintained in the respective communication arrangement?
  
  

6. Has the web service been tested independently (without using C4C mashup)?

• Does it work correctly and message is received?
  
  

Help Portal document: Solution Guide for SAP Service Cloud, Messaging Communication Channel

Blog: FAQs on SMS Integration with Tickets in SAP Hybris Cloud for Customer

Knowledge Base Articles:

2601436 - Requirements and Recommended Steps for dealing with SMS Web Services problems

2577786 - What Does Messaging View in Activities Work Center Do?

2363435 - Outbound SMS Is Not Sent Via Workflow Rule

2576428 - SMS Icon Is Greyed Out in Ticket Reply

2440710 - SMS Notifications Through Workflow Rules Have UTC Time Stamp

2531704 - Unable to receive SMS Content with more than 160 characters through Sales Campaigns

2436180 - Inbound SMS for Campaigns Not Supported

2356282 - Outbound SMS Error "The gateway returned an error while sending the message HTTP Code 400."

2662103 - Not Possible to Send Survey Link Via SMS

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