3559115 - Rules to Determine Ticket Item Product and/or Item Processing Type not working for time replication

Rules to Determine Ticket Item Product and/or Item Processing Type not working for Items created at FSM and replicated to C4C.

SAP Cloud for Customer

1. Go to the Administrator work center.
2. Select the Service & Social view.
3. Open the Rules to Determine Ticket Item Product and/or Item Processing Type.
4. Set an Item Processing Type and a Product ID.
5. Send an Item from FSM to C4C.
6. The Item created ignores the Rules that you maintained. Instead it uses the Item Processing Code maintained at the C4C Item Processing Code settings (in the Ticket for Customer Support Business Activity).

By default, the Item Processing Code field has not being exposed as an Inbound Service. It has been defined that replicating Processing Type Code from FSM for a Ticket Item is not allowed. 

Due to this, if the item is created in FSM, the system will always look for the configuration to determine Product and Processing Type by following the setup maintained at the Ticket for Customer Support Scoping Business Activity.

To check the Item Processing Code being set, you can go to:

1. Go to the Business Configuration work center.
2. Go to the Implementation Projects view.
3. Select the button Open Activity List.
4. Search and open Tickets for Customer Support.
5. Click on the hyperlink Maintain Item Processing Codes.
6. Check the values maintained, according to your respective 

This is the system expected behavior.

In case you would like to change the standard logic, you can contact our PM team via the Influence Page: 
https://influence.sap.com/sap/ino/#/campaign/1867

Posting it there is a must, since such requests are not handled via standard Support Channel. Any changes to the existing system might impact the existing customers and user experience in different ways. Our PM team can check the requests, validate any side effects and then consider it via the Influence Page.

By using the Influence page:

•You make your voice heard when it comes to adding new features to future releases of SAP Cloud for Customer.
•You have full transparency about what happens to all submitted ideas.
•You can engage and connect with a network of other customers, partners and SAP experts.

KBA , LOD-CRM-SRP-CSI , Integration of service ticket with Core systems , How To