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