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Error Handling of items within a Work Ticket


Since the 1802 release, SAP has introduced a new functionality for error handling within a work ticket. In case of an error, while releasing the work ticket to SAP ECC, the error messages generated by SAP ECC can be displayed in the user interface in SAP Cloud for Service, allowing a user to correct the data directly in the source system SAP Cloud for Service.


Process Flow:



Details of the required implementation are documented in the What’s New Section for 1802 which is available here.


UI Interaction:

Step 1- User has a Ticket with an item which is ERP Relevant to create a Billing Request

Note- Coverage Code is missing from Line Item 10


Step 2- User executes the Release to ERP action to trigger the outbound message to SAP ECC


Step 3- Idoc is received into SAP ECC and is processed with status 68- no further processing allowed. This means the Idoc cannot be processed in SAP ECC any further and will require correction in the source system


Step 4- After inbound outbound is processed, an outbound Idoc is sent from SAP ECC to SAP Cloud for Service


Step 5- Inbound Message received into C4C

Step 6- Ticket Item status is set to ‘Release Discarded’, item status is rolled back to allow editing and an error message is displayed in Integration Logs tab of the Ticket



Step 7- User now has the option to edit the erroneous Line item with ERP Rel. Status = Release Discarded

The user can then re-execute the Release the ERP action for the same line item


Step 8- After successful processing, the document flow in the Ticket is updated with the Debit Memo request created in SAP ECC


As you can see, the error messages displayed in SAP Cloud for Service are coming from SAP ECC standard Idoc error messages. The above process is applicable for any documents created via standard code. In cases where custom implementation is done on SAP ECC, a similar logic could be applied to trigger the outbound Idoc back to C4C.

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  • Hi Jameel,

    I have a question here for this standard process.

    In ERP, Can we trigger this Outbound IDoc based on some validation?

    For Example: If the Follow up document is created successfully in ERP, However in some case we need to reject the line item create in this document.

    Can we, after reject this line item, trigger outbound Idoc to behave the same as Outbound failed?

    What we need is that when the line item is rejected, the C4C line item status is release discarded so that we can change on it.

    Can this be done?




      Hi Mohamed,

      In ERP, you can trigger the outbound Idoc back to C4C as you proposed. If you look at the payload structure in Step 5, that will give you the important details you need to know. In the payload, the Item ID, and SeverityCode are the two parameters that determine which item can be rolled back for editing i.e. to roll back you need a severity code of 3. 3 = error, 2= warning, 1= information.

      Providing this comes from ERP, then C4C will handle it accordingly.



  • Error handling is the first priority that must be given to a code because if an error is not handled with the exception then you will get an error and the whole code will fail. The post will help you to understand it. Visit error code 0xc00000f to know more.

  • Hi,

    Why do we need execution status, how does it work when we select an action over line items like Undo Work Progress, Not ERP relevant, ERP Relevant. ? Do you have any details of this status to understand users click better? !?



  • Hello All,

    In "Integration Logs" for tickets, i understood that errors from the source system are displayed.

    Let us assume there are already some logs in the "Integration Logs" facet of the ticket. In this case, if a new error / list of errors are triggered from PI/CPI to C4C, then will it replace the existing logs or will append the logs along with the existing logs?

    Kindly assist.


    Manson J