3059767 - FSM Unable to Change the Item Processing

You are unable to change the Ticket Item Processing from Part Consumption from Technician Stock to Billing Request. When trying this, the system automatically updates the Item Processing back to Part Consumption From technician Stock.

SAP Cloud for Customer

1. Go to the Service work center.
2. Select the Tickets view.
3. Open the Ticket ABC (ABC represents the Ticket Subject).
4. Go to the Items Facet and select the Item.
5. Click on Edit and try changing the Item Processing from Part Consumption from Technician Stock to Billing Request.

When Items (Materials) are replicated from FSM they will be in the status Finished (as these were approved materials in FSM) and should not be changed on the C4C side. This behavior might occur if an user change the status from Finished to Started at C4C side, after the Item was replicated (this is not recommended at all).

For all the items coming from FSM the Item Processing Code will be defaulted by the below rules and should not be changed manually anymore:
Administrator-> Service & Social-> Define Rules for Product and Item Processing Type

Please notice that these rules are valid for any Item which is created in FSM and replicated to C4C.

The Item Processing will not be editable anymore, hence the behavior being seen is correct. If you try changing the Item Processing, the system by default will revert the change automatically.

Field Service; Integration; Code; Range; , KBA , LOD-CRM-SRP , Service Request Processing , How To

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