SAP Knowledge Base Article - Public

3164434 - Agent Desktop: error in Additional Tabs Settings - Unable to complete the Mashup setup


  • While trying to create a  Mashup for Service Order in the Agent Desktop, the admin receives the "Failed to load configuration" 
  • Customer is unable to complete the steps per "Integrate External Systems into Agent Desktop with Mashups"

    Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.


  • SAP Cloud for Customer
  • SAP Cloud for Sales
  • SAP Cloud for Service

Reproducing the Issue

  1. Go to "Administrator"
  2. Go to "Service and Social"
  3. Click "Configure Agent Desktop"
  4. Click "Additional Tabs Settings", then the bellow error is captured




  1. First, ensure the HTML Mashup is created or found under "Mashup Authoring". See "Integrate External Systems into Agent Desktop with Mashups". For example, "Configure Mashup: Create Scenario"
    1. Go to Administrator -> Mashup Authoring
    2. Search for the *Service Oder* or the name of the Mashup created before
    3. Ensure the Port Binding is set as Agent Desktop Information and the Mashup Type is HTML
    4. Ensure the URL is defined as well and that the Mashup is active
  2. Once the above is done, proceed with the "Adapt Agent Desktop for Mashup: Create Service Order" via the "Additional Settings" tab in the AD Admin configuration
  3. Check the AD settings again
    1. Go to the "Administrator" > "Service and Social" > "Configure Agent Desktop"
    2. Click "Additional Tabs Settings"
    3. Under Tab Name, click the pencil
    4. Add a name for the tab, for example "Service Order"
    5. From the Mashup drop-down box, select the Mashup created before (follow the steps outlined in the above hyperlink"
    6. Once the entry is saved, scroll to the bottom to see the results

See Also


Mashup, Agent Desktop, , KBA , additional configuration , LOD-CRM-LA , Live Activity , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer core applications 2202