Cloud to ERP Service Notification from C4C
Do you any information how the service notification is created in ERP from C4C ?
Rei Kasai replied
This is not a standard integration but could be done as a customer specific solution using the existing C4C Ticket APIs. Since it will be customer specific, you have some flexibility on choosing yourself the best solution to meet the business requirement.
At a high level there are a few integration "patterns" you could implement to create transactions/orders in ERP
- Batch-based pull- Batch process in ERP that will call C4C APIs and to read the C4C ticket and then create a ERP Service Notification for each C4C ticket
- Batch-based synchronous- C4C scheduled workflow rule that will trigger an instance of a C4C Ticket (Service Request) to call a SDK Web Service (which consumes an ERP API that creates a ERP Service Notification)
- Real-time synchronous- a SDK button or SDK BO action that a C4C user will click a button or change a status of some sort on the UI to trigger an instance of a C4C Ticket (Service Request) to call a SDK Web Service (which consumes an ERP API that creates a ERP Service Notification)
- Real-time asynchronous- C4C provides to "out of box" asynchronous outbound A2A Ticket APIs. One was developed to create a CRM OnPremise Service Request and the other a ERP SD Billing Request. These outbound A2As are triggered when the C4C Ticket status is set to "Release to CRM" or "Release to ERP" respectively, and will generate an outbound A2A Ticket message (which is a subset of Ticket header and item data) to HCI. You can use HCI to intercept this outbound A2A Ticket message and create something else in ERP than what was provided out of box. In a future release we are planning to make the outbound A2A Ticket message more generic and less specific to CRM/ERP which push the entire Ticket header/node data, as well as some options to trigger the A2A Ticket message with the C4C workflow engine.
- Real-time mashup- an ERP mashup in C4C that will launch an ERP web-based transaction (similar to how CRM OnPremise has the transaction launcher) and pass along a few important header parameters as part of the URL string that is created to launch ERP web transaction. This use-case is very simple to configure and widely used to do SD VA01 and SD VA03 as reference examples.
Often you may need to do a "write back" so you can link the transaction/order you created in ERP to the C4C ticket. This is easily done using the standard C4C APIs. There are both SOAP and oDATA REST services available that can update a C4C Ticket. The common example you will write back is the ERP "Order" number. You can write back this number into a C4C header extension field and/or write it into the C4C Ticket BTD reference node, which is what is used to manage the "references" between other C4C transactions and ERP follow-ups. This latter approach will allow you to display the ERP transaction in the C4C document flow which is a nice UI to display the follow-ups from the Ticket. Once this ERP "Order" number and even the ERP "Order Type" is available in the C4C Ticket, then you can easily create an ERP mashup in C4C to view/edit the linked order with the "Order"/"Order Type" to launch the ERP transaction (as explained earlier in the "Real-time mashup" example).
As a recommendation, we advice our customers to use the standard C4C Ticketing functionality which can replace the ERP CS functionality for Service Notifications,Service Orders, and Service Confirmations. As you can see, the above will provide some flexibility where C4C can be a "front end" for CS as a customer specific solution.