SAP Knowledge Base Article - Public

3270433 - Preview of Output Document not Working at Service Cloud v2

Symptom

When you try to preview or check the summary of an output document (e.g: case) nothing happens.

Environment

  • SAP Service Cloud v2
  • SAP Sales Cloud v2

Reproducing the Issue

  1. Navigate to Cases work center.
  2. Open any Case e.g. ID XX.
  3. On the header, click at three dots "...".
  4. Click on Summary button.

Cause

There exists two possible causes for this issue:

A. In browser developer tools we can see the error in the response: 

Request URL: https://myXXXXXXX.CCN.test.crm.cloud.sap/sap/c4c/api/v1/output-management-service/template/renderForm
Request Method: POST
Status Code: 400
In the Response of the DevTools, we can see:
{
    "error": {
        "code": "output_management.50060",
        "message": "Error during form selection. Please contact SAP support."
    }
}

This means there is a missing configuration in the Output Management rule for cases, in this scenario.

B. In browser developer tools we can see the Forbidden error in the response:  

Request URL: https://myXXXXXXX.CCN.test.crm.cloud.sap/sap/c4c/api/v1/output-management-service/template/renderForm
Request Method: POST
Status Code: 403
In the Response of the DevTools, we can see: {"error": "Forbidden"}

This means that in the affected user business role the business service outputManagementService was not assigned.

Resolution

A. You should maintain a template ID in the form selection rule:

  1. Go to User Menu and select Settings.
  2. At All Settings screen look for Output Management section and click at Select Form Template.
  3. At Select Form Template screen select the Entity and Type to load the rule table.
  4. Now you should maintain a rule following these steps:
    1. Click at Add (+).
    2. In the Template ID column click at empty space in yellow.
    3. Click at drop down to select the template.
    4. Apply.
  5. The status of the rule should be Active.

With this the preview of the document should work.

B. You should assign the business service outputManagementService to the business role.

  1. Go to User Menu and select Settings.
  2. Go to Business Role screen.
  3. Open affected role.
  4. Under business services section click on +.
  5. Add the outputManagementService.

After that, the user should be able to preview the document.

Keywords

Service Cloud v2, Output, template, select form template, output rule, summary, preview , KBA , CEC-CRM-OUT , Output Management for SAP Sales/Service Cloud , Problem

Product

SAP Sales Cloud and SAP Service Cloud Version 2 all versions