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How to debug inbound mail service ticket creation in SAP C4C?

Hi Team,

Service tickets are created from inbound mail configuration in SAP C4C. I want to update the source field based on the mail id.

I have written logic in the (ServiceRequest) business object after modify.absl.
Still, I want to debug that script file.

Service ticket creation is automated and created by this id (SAP_SMTP_IN). I can't give my business user id to debug this scenario.

Please suggest on this.

Thanks,

Ravi

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3 Answers

  • Posted on Jul 14, 2020 at 01:35 PM

    If i understand your requirement , i see that you wanted to update the source of the ticket based on the email channel from which it is coming. Correct me if i am Wrong :-)

    All other types (except Manual data entry and Telephony and Fax/ Letter) are not available to be set, since it is related to the other channels like (Chat, E-mail, Internet, Messaging or Social Media) and this will be based on the configuration which is hard-coded. So the Source cannot be changed once it is created.

    Specifically , if it is of type email , the Source will be Picked as Email, since the Channel configuration (B2B/B2C) is defined and this in return is processed by the SAP_SMTP_IN which is a the Technical User responsible for all Email related Changes.

    This User functions varies from creation of Tickets based on emails sent to Email Channels and reopen Tickets that were completed and received an update from customer and this doesn't allow end user debugging to track mails , since these is handled separately by the email servers

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  • Posted on Jul 14, 2020 at 02:37 PM

    I don't see a feasibility to debug this because unlike a business user while performing an action in the UI, your debugger wont hit any call for technical users like this

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  • Posted on Jul 14, 2020 at 02:15 PM

    Hi Prasanth,

    Thanks for your reply. you are right.

    Service tickets are created based on the channel configuration. if it is of type email, the Source will be Picked as Email.

    In one of the scenarios, we are getting mail from this sender (Fax@domain.com). In this scenario, while creation of a service ticket itself source should be changed as "Fax".

    I added the logic in this service request business object script file and it is working fine. But I want to ensure this, how values are coming in runtime.

    I thought to debug but this is a standard technical user (SAP_SMTP_IN).

    Is there any option to debug this?

    Thanks,

    Ravi

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