3768123 - After a Tenant Copy, Some Case Types Show "The service catalog service is not available. Contact SAP support to report this issue."

• After a tenant copy, some case types cannot be saved or updated when associating a catalog.
• The following errors may occur:
  • “The service catalog service is not available. Contact SAP support to report this issue.”
  • “Resolution catalog validation error: [Catalog does not exist]”
  • "Error code: case.10277"

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0

1. Open a case type.
2. Attempt to associate a catalog.
3. The following error appears:
   • “The service catalog service is not available. Contact SAP support to report this issue.”
4. Select the resolution catalog field.
5. The following validation error appears:
   • “Resolution catalog validation error: [Catalog does not exist]”

• After a configuration-only tenant copy, catalogs are not copied to the target tenant.
• As a result, a case type may still reference a catalog ID that no longer exists in the target tenant. This missing catalog reference prevents the case type from being saved or updated and triggers the validation error.
• For data consistency reasons, active or inactive catalogs cannot be deleted. Deletion is only possible while a catalog is in Draft status.

• How to Identify the Case Template ID and Catalog ID?
  • Find the Case Template ID
    1. Using your desired tool, like Postman or via browser (logon to the tenant first) 
       • Execute: GET /sap/c4c/api/v1/case-designer-service/caseTemplates 
    2. Locate the affected case type by its name in the response.
    3. Copy the value of the id field. This is the Case Template ID.
       • Example: 
         {
           "id": "8f4b8c6e-xxxx-xxxx-xxxx-xxxxxxxxxxxx",
           "name": "Customer Complaint"
         }
  • Find the Catalog ID
    1. Execute: GET /sap/c4c/api/v1/service-catalog-service/catalogs/
    2. Search for the catalog that should be associated with the case type.
    3. Verify the catalog status is ACTIVE.
    4. Copy the value of the id field. This is the Catalog ID. 
       • Example:
         {
           "id": "7a2d9f5c-xxxx-xxxx-xxxx-xxxxxxxxxxxx",
           "name": "Complaint Resolution Catalog",
           "status": "ACTIVE"
         }
  • Verify the Existing Invalid Reference (Optional)
    • To confirm the issue, retrieve the affected case template: GET /sap/c4c/api/v1/case-designer-service/caseTemplates('<CaseTemplateID>')
    • Review the catalog.id and resolutionCatalog.id values.
    • If either ID does not exist in the target tenant's Service Catalog Service, update the case template with a valid catalog ID using the PATCH request described above. 
• Update the Case Template via API call 
  1. Verify that the target catalog exists in the service catalog service.
  2. Confirm that the catalog is in ACTIVE status.
  3. Note the valid catalog ID.
  4. Retrieve the current case type template and its ETag: GET /sap/c4c/api/v1/case-designer-service/caseTemplates/[CaseTemplateID]/
  5. Copy the ETag value from the response headers.
  6. Update the case type template to reference an existing catalog: PATCH /sap/c4c/api/v1/case-designer-service/caseTemplates/[CaseTemplateID]/
  7. Set the request header: If-Match: <ETag> (pay close attention, since this needs to be added at the header level, not the parameter level)
  8. Use a JSON body similar to the following:
     {
       "catalog": {
         "id": "<valid_catalog_id>"
       },
       "resolutionCatalog": {
         "id": "<valid_resolution_catalog_id>"
       }
     }
  9. Save the case type changes.
  10. If the case type is versioned, publish or activate the new version according to the standard process.
  11. If the error persists, verify that no remaining fields still reference a non-existing catalog ID. Repeat the update for any remaining invalid references.

Additional Information:
For additional steps, refer to KBA 3564223 - Error: “The Service Catalog Service Is Not Available. Contact SAP Support To Report This Issue.”

Refer to: KBA 3564223 - Error: "The Service Catalog Service Is Not Available. Contact SAP Support To Report This Issue."

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