3559506 - Efforts replicated from FSM to C4C ticket relate to wrong serial ID in ticket

Users are releasing efforts from FSM into C4C which are shown as ticket items on C4C side. The ticket contains 2 products / serial IDs. The expectation is that one item will be linked to the first serial ID, and the second will be linked to the second serial ID. However, both efforts / items are linked to the first serial ID.

• SAP Cloud for Customer
• SAP FSM integration

1. Go to the work center Service, view Tickets.
2. Open the ticket in question.
3. Check the Products tab. You have 2 serial IDs, 123 and 456.
4. Now go to the Items tab.
5. Scroll to the right to the Serial ID column.
6. You will see that the items 100 and 200 are linked to one serial ID each, which is correct. However the items 110, 120, 210 and 220 are all linked to serial ID 123. 

This is not correct, you would expect items 210 and 220 to be linked to 456, as per the data in FSM.

The reason for this behavior is the "main" indicator that is set on C4C side for the registered product with serial ID 123.

In FSM, though there is a possibility to add multiple equipments to a service call, it is not possible to determine which equipment is the main equipment ( as possible to determine in C4C using the main indicator).

There are follow up processes which are determined based on the main equipment in C4C, for example determination of skills. For this reason, when replicating from C4C to FSM for example, it will only replicate the main registered product from C4C ticket to service call equipment in FSM so that the data dependent on this equipment remains consistent.

In the reverse scenario, efforts are replicated against the main registered product / serial ID. As mentioned, this happens due to the differences in handling registered products vs equipments, and the dependencies of the "main" indicator in C4C. 

This is the correct behavior, but to overwrite this, the below workarounds can be considered. 

1. Update the desired serial IDs in the ticket UI if the ticket item is still editable.
2. Before starting the replication process, set the main indicator as per your requirement in C4C, so that after replication the item is linked to the desired equipment. 
3. The serial ID field is PSM write enabled, so you can implement a PDI solution to set the item service reference object. Please check with your implementation partner for assistance on this option, if required.

ticket, serial ID, product, item, equipment, effort, fsm, integration, service, replication , KBA , LOD-CRM-SRP-CSI , Integration of service ticket with Core systems , How To