In my last SAP Service Cloud project we implemented the SAP Service Ticket Management process. In this particular project output forms where shared with external partners. However the standard ticket summary output form didn’t contain all information we wanted. Therefore, changes in the Adobe LiveCycle Designer are required. Normally adding a new field and binding that field to the technical field from C4C is not that difficult. The tricky part in this case was that it wasn’t 1 field with 1 value but that the data was gathered in a table and could therefore contain multiple entries. This blog will guide you in the steps in adding tables to your output forms.
Adobe LiveCycle Designer Configuration
Download the relevant form template to your local drive, extract the contents of the resulting zip file and open the .xdp file in the Adobe LiveCycle Designer. Once the form template has been opened in this tool navigate to the section where you want the information to be added. In this case we want to show all custom created involved parties and also all products that are added to a ticket. The amount of added parties and products can vary. That is the reason why adding a normal text field will not cover the requirement. To cover the requirement that all entries are shown a table is required which will only shows additional rows once entries are provided.
Adding a table can be done via the top menu where you need to select “Table” and “Insert Table”. Important is to check “Include Header Row in Table” which provides the option to generate the column headers as required. Select the newly added table on the left in the hierarchy view. This provides the option on the right to determine the look and feel of the table like amount of columns, row shading and more. Select the cells of the header row (HeaderRow) to enter the required name, for example for involved parties it can be useful to use the following: Party Role Code, Name, Address, Phone, Mail.
Select the cell under Row1 to create a binding that matches the description that is entered in the HeaderRow. On the right side navigate to Object > Binding. There the possibility is to add a “Data Binding”. In the case of wanting to add the involved parties in a table it is required to go to the “OtherParty” databinding set. There for example the name ($.OtherParty[*].FormattedName) address, mobile and mail are available. After creating a table, setting the right table conditions and doing the data bindings for all the required fields the form can be saved.
The end result in the Adobe LiveCycle Designer can look like the example below.
The new form can be uploaded to C4C as a new variant or replacing the existing variant. If you want to keep the standard version available as well it’s recommended to save the new form as a new variant. When going for this option it is important that you provide a new output form name and change the Master Template Usage by setting it as No.
Crucial after uploading the new form is to “Publish” it and run a test. The test should show the data maintained in a table view. As visible below the table will contain all required rows and will vary based on the input provided in the ticket itself.
In this example we’ve extended the standard ticket summary with tables but of course this is also possible for other summary in SAP Sales or SAP Service Cloud. The Adobe LiveCycle Designer can be downloaded from the Cloud system directly. For more questions on making changes in SAP Service/Sales Cloud output forms via Adobe LiveCycle Designer reach out to Acorel or post a reaction on this blog!