3795882 - sms notifications from ticket workflow via mashup to gupshup not reaching vendor; postman call succeeds – sap cloud for customer core applications

• SMS notifications are expected to be sent on Ticket create or complete events via integration with gupshup.
• After creating a Ticket, the request message does not reach the vendor portal and no SMS is sent.
• The same API request works successfully when sent via postman, and SMS is delivered.
• A workflow rule invokes Mashup Web Service ID to submit placeholders for ticket id and phone numbers.

SAP Cloud for Customer core applications

1. Configure a workflow rule with condition “Every Save”, sender set to the Mashup Web Service ID, recipient as the Account Contact/Individual Account, and placeholders for ticket id and phone numbers.
2. Create a Mashup Web Service pointing to the vendor REST endpoint using HTTP POST with JSON.
3. Create a Ticket so the workflow rule runs.
4. Observe that no request appears in the vendor portal, while sending the same payload via postman succeeds.

Gupshup is not a standard supported integration partner for SAP C4C messaging.

We would like to clarify that Gupshup is currently not a standard supported integration partner for SAP C4C.

SAP currently provides standard integration support for the following vendors:

• Sinch
• CommBox
• Khoros

These vendors are pre-integrated and supported within the C4C messaging framework.

Although Gupshup is supported with SAP Field Service Management due to its flexible integration architecture, SAP Cloud for Customer does not provide a standard integration for Gupshup.

If required, a custom integration using middleware such as SAP Cloud Integration (CPI) can be considered. However, such an approach would be outside the scope of standard support and would require additional development, configuration, and ongoing maintenance.

Therefore, we recommend using one of the SAP-supported vendors listed above for a standard and fully supported SMS integration solution.

• refer to: KBA 3795114
• refer to: SAP Note 10 - Your request has been completed

C4C SMS, Workflow Rule Mashup, Gupshup Integration, Mashup Web Service, Ticket Create, Phone Number Format, LOD-CRM-SC-MES , KBA , LOD-CRM-SC-MES , Messaging / SMS , Problem