In this blog, I would like to share my experience in implementing the C4S ticketing solution integrated with HANA Cloud portal with standard widgets. I will provide here the C4S configuration required to activate the HANA cloud portal integration.


Prerequisites for HANA Cloud Portal and C4C:

  • Configuration admin has access and privileges to the HANA Cloud Platform
  • Customer account is subscribed to Cloud Portal productive application [portal:nwc:cloud] on the Factory Data Center
  • An SCN user or alternatively a customer Identity Provider user is assigned as admin to the account
  • Customer account is subscribed to Service Portal productive application (depends on customer account location)
    • Factory EU:  [customerod:seodcustprod]
    • Factory US: [customerodus:seodcustprod]
    • Factory AP: [customerodap:seodcustprod]
  • The HANA Cloud Portal users must have the same email address as the C4C users.

Standard widgets provided by SAP used in this configuration:

  • Ticket List
  • Ticket Details
  • Create Ticket
  • High Priority Tile
  • Needs Attention Tile
  • Create Ticket Tile
  • No Updates Tile
  • All Tickets Tile
  • Open Tickets Tile

Required Configuration for C4C :

  1. Define Project scope to extend the employee support scenarios in Portal in ‘Service’ :
    1. Employee Support  : Service ‘Communication Channel – Portal’ self-service portal
    2. Customer Care : ‘ Communication for Customer care ‘ Activate the customer service portal integration
  2. Creation to Communication system _PORTAL from the Administrator work center .
  3. Define the communication arrangements for ‘Customer Service portal integration ‘
  4. Create an Admin user ‘ PORTALADMIN’ with all the administrator rights
  5. To define the field options available in the HANA cloud portal include the ‘Portal Adaptation’ by Adopt mode from Administrator work centre. The Portal Ques provides the options for you to define the specific fields in the HANA cloud portal widgets.
  6. Go to the Portal Queue from the ‘Portal Adaptaion ‘ mode and then define the required fields need to be  visible on the Portal.
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33 Comments

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    1. Arumita Sengupta Post author

      Hi Chandan,

      Thank you for sharing your link. Yes, for service scenarios we need not to do any configuration for Business role. The scenarios here is the employees will be accessing the C4Cdetails via HCP.

      Regards,

      Arumita

      (0) 
      1. Rahul Kapoor

        Hello Arumita

        Can you please share the general config details too.

        I would like to know how you maintained the properties in HCP for connecting to C4S

        Regards

        Rahul

        (0) 
    2. Sorin Mandici

      Hello Chandan,

      I’m trying to get pcmapps in a working state, do you know if it is required additional configuration for routing in order to consume them. For the moment I stick to 404 error accessing the app.

      thanks,

      (0) 
  1. Surabhi sudheendra

    Hi Arumita,

    Thanks for the informative post.

    We are integrating C4S with HCP. Unfortunately we are unable to find the SAP documentation regarding the settings that need to be performed in HCP and C4C.

    Can you please provide us the documentation?

    It will be very useful if we get the documentation.

    my email id is s.a.mathivanan@accenture.com

    Thanks and Regards,

    Surabhi

    (0) 
  2. Manoj Sharma

    Hi Arumita ,

    Thanks for steps they are well defined  but I got stuck in the last two steps mentioned below as such I am not able to follow them on C4C .

    We are performing EC to HCP to C4C integration for Service center .

    5. To define the field options available in the HANA cloud portal include the ‘Portal Adaptation’ by Adopt mode from Administrator work centre. The Portal Ques provides the options for you to define the specific fields in the HANA cloud portal widgets.

    6. Go to the Portal Queue from the ‘Portal Adaptaion ‘ mode and then define the required fields need to be  visible on the Portal.

    Also  could  you send me the doc  at m.rsharma@outlook.com

    Thanking you in advance

    Manoj

    (0) 
    1. Nitin kumar

      Hi Manoj,

      First you need to enable portal adaptation in adapt mode.

      go to Beta admin->Adapt->enter adapt mode.  again adapt->edit screen

      enable portal configuration. only then you will able to perform step 5 and 6.

      Regards

      Nitin

      (0) 
  3. Srikanth Sagiraju

    Quick question:

    This scenario will enable the same users with access to C4S to logon HANA cloud platform to maintain/view tickets .. correct ?

    regards

    Srikanth

    (0) 
  4. Vijay Kumar

    Hello Arumita,

     

    Thanks for sharing your experience. I have the same requirement and need to integrate C4C Service with Self service portal.

     

    I am little confused on sales and service integration process. Generally in Sales Partner contact register on the portal and  then an application gets created in C4C. Based on that partner manager create the users and provide them with the role to get the access.

     

    Do we have same scenario for partner contacts in service as well or its different.? Can you please share some documents on that.

     

    Thanks for your help.

    (0) 

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