SAP Knowledge Base Article - Public

3138341 - The External Service Order Column is not Available During Integration for Customer Support Tickets

Symptom

You perform the configuration for the integration between C4C and S4HANA with SCP, but in the configuration for Customer support the check for External Order Service column do not appear.

Environment

SAP Cloud for Customer

Reproducing the Issue

1. Go to the Business Configuration work center.

2. Go to the Overview work view.

3. Search for Ticket Support fine-tuning activity.

4. Open the Document Type

5. The External Service Order column is not available neither for adaptation

Cause

As mentioned in the Guide, you need to configure Communication Arrangement Creation of Service Order in SAP Business Suite and this should be active in the system for the column to be visible.
https://help.sap.com/doc/3e6bad5d9b704800ac4a1b645faa240c/CLOUD/en-US/47a9221475ab4e4ea1aff9bbfc267ecc.html

Resolution

You can go to Communication Arrangements > Search for Creation of Service Order in SAP Business Suite > See the status - this should be Active.

Keywords

KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer core applications all versions