SAP Knowledge Base Article - Public

3557849 - Warranty Information Not Displayed In Ticket Overview/Product Section In The ERP Replication

Symptom

Master Warranty from ERP To C4C

Environment

Cloud for Customer

Reproducing the Issue

  1. Go to Service Work Center.
  2. Open the Tickets view.
  3. Open any Ticket scroll down to the Product section.
  4. Notice that no Warranty fields is displayed.
  5. Now in the same screen, open the Registered Product by clicking in the Warranty section and observe that the Warranty fields are maintained.

Cause

In ERP integration scenario, it is possible to replicate the master warranty from ERP to C4C even though this ERP warranty does not exist in C4C. The reason you cannot see the warranty is because it is hidden field by default .In this scenario the warranty Start/End Date also is editable and come from ERP .This Warranty is not considered in Service Ticket because the corresponding warranty does not exists in C4C.

 Please find below the standard behavior for different scenarios.

Scenario 1 :-

When data sent for C4C warranty ID(Exist at C4C end and duration is maintained), start date, end date.

Result :- Warranty will be updated with both start date and end date as per calculation

Scenario 2 :-

When data sent for C4C warranty ID(Exist at C4C end and duration is not maintained), start date, end date.

Result :- Only warranty details will be updated

Scenario 3 :-

When data sent for any new warranty(Doesn’t exist at C4C end) with start date and end date

Result :- External warranty field will be filled with start date and end date (With same value sent from ERP end)

Resolution

  1. Go to Service Work Center.
  2. Open the Tickets view.
  3. Open any Ticket scroll down to the Product section.
  4. Notice that no Warranty fields is displayed.
  5. Now in the same screen, open the Registered Product by clicking in the Warranty section and observe that the Warranty fields are maintained.

Even if the start date and end date will be updated as the same value sent from ERP end(Scenario 3), but this warranty can’t be used in service request object because corresponding warranty doesn’t exist at C4C end.

This is current standard behavior. If you want any change in the existing behavior, can raise a request in the influence portal for the same. 

See Also

https://itsm.services.sap/kb?id=kb_article_view&sysparm_article=KB0901290

Keywords

Master data, ERP, warranty, Warranty details, SAP, overview, tickets  , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer core applications 1.0