3479534 - Change of Main Service Ticket does not trigger a FSM update

No outbound message gets triggered to FSM when changing Main Ticket field

SAP Cloud for Customer

Update Main Ticket field

There is no update on Service Ticket (admin data)

When the “main ticket” field is updated, only the reference to the original ticket is changed. 

Any change in ticket reference does not update the ticket admin data. This is as per design.

For example – If a ticket gets added to opportunity, the last change date time of ticket is not updated. 

As there is no change in ticket root/item, no outbound message gets triggered to FSM.

If the reference change in ticket has to be captured, please check the workaround:

1. Add a custom field to service tickets screen to capture main ticket ID. Upon change, copy custom field value to native main ticket field.

Since custom field is a member of service ticket, it is treated a change and should trigger replication to FSM.

2. Make dummy change to description or other fields along with main ticket field.

As the dummy field change results in service ticket change, it should trigger replication to FSM.

Influence Request in the SAP Service Cloud Customer Influence portal - https://influence.sap.com/sap/ino/#/campaign/1867.

FSP change trigger Main Ticket , KBA , LOD-CRM-SRP-CSI , Integration of service ticket with Core systems , Product Enhancement