3716207 - Error in Web Message Monitoring When Deleting a Line Item in C4C After Replication to FSM

An error occurs in C4C when a line item on a ticket is deleted after it has already been released to FSM.

In Web Message Monitoring, the following error message is displayed:

"Item 40: Processing code and system processing code don't match. Product for item is missing. Schedule line type is not valid."

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1. Create a ticket in C4C.
2. Add two service line items with type SRC-FIELD-SERVICE.
3. Perform the action to release to FSM.
4. A service call is created in FSM.
5. Delete one SRC-FIELD-SERVICE line item in C4C.
6. The deleted item in C4C is marked as cancelled in FSM.
7. Check web messaging in C4C – An application error occurs for “ServiceRequestReplicationRequestConfirmationIn”.

When an item is deleted in C4C, the corresponding item information on the FSM side remains. Although the item status in FSM is updated to Cancelled, the deleted item’s details are still included in the confirmation message sent to C4C.

Since the deleted item no longer exists in C4C, the system cannot match the item details from the message with any existing C4C item. This mismatch triggers an error in the Web Service Message Monitoring.

The system is working as designed. To prevent errors in Web Service Message Monitoring:

1. Avoid deleting items in tickets that have already been released to FSM.

2. If deletion is required for business reasons:

Raise an enhancement request via the SAP Influence Portal so that SAP can consider improving this functionality in future releases.

Influence Opportunity Homepage - Customer Influence 

KBA KB0020144 - Functionality Currently not Available

Influence Opportunity Homepage - Customer Influence 

C4C Error, FSM Integration, Service Line Item Deletion, Replication Error, ServiceRequestReplicationRequestConfirmationIn, iFlow Error, Processing Code Mismatch, Product Missing, Schedule Line Type Invalid, Ticket Replication, System Limitation , KBA , LOD-CRM-SRP-CSI , Integration of service ticket with Core systems , LOD-CRM-SRP , Service Request Processing , Problem