SAP Knowledge Base Article - Public

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


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.


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 Tickets for Customer Support fine-tuning activity.
  4. Open Maintain Document Types.
  5. The External Service Order column is not available.


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.
Help Center - Create Follow-Up Service Order in SAP S/4HANA Cloud


You can go to

  1. Go to adminstrator
  2. General settings
  3. Communication Arrangements
  4. Search for Creation of Service Order in SAP Business Suite
  5. See the status - this should be Active

If the Communication Arrangement is not on the list, you may need to create it. Use Communication Scenario "Creation of Service Order in SAP Business Suite" then.


Integration ; Service Order ; Service Cloud ; S/4 / S/4 HANA ; HANA Cloud, Communication arrangement, External Service Order , KBA , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer core applications all versions