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IFS Cloud 25.1– Call Centre – Handover call centre task to a Request in NGSM

  • November 20, 2025
  • 5 replies
  • 35 views
wrprabash
Hero (Partner)
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Hi,

I was trying to initiate a Hanover to a Request, though I get below error. My service organization is the one responsible for the service(Setup in the service catalog). Therefore, this error is meaningless as I see. Further, the error shows a Request id, which is very strange, because system does not create a new request (error stops processing any further). Also, this number increments with the attempts I do. Looks like this is a core bug. I wonder if someone has tried and has different opinion or confirmed by the product team that this is a bug?

Thank you,

Roshan  

Best answer by Alexander Heinze

I can replicate the error in 25.1.3 and have a workaround that works for me. Can you try to manually re-pick the same service and then create the handover reference?

5 replies

Alexander Heinze
Ultimate Hero (Employee)
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  • Alexander Heinze
  • Ultimate Hero (Employee)
  • November 21, 2025

I assume the system tries to create a new request (hence the increasing IDs), but then rolls this back because of an error. But you say that service SRV is offered by serv org SRVBIRMORG and your user also belongs to the correct access group? If you manually create a request with the same parameters, does that work? One thing you may want to try is to temporarily create a service delivery unit. There were issues with empty SDUs that got fixed in some 25R1 service updates.

If one of the responses resolves your issue, please use "Best Answer" so that the thread can be closed and others find solutions easier.
wrprabash
wrprabash
Hero (Partner)
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  • wrprabash
  • Author
  • Hero (Partner)
  • November 21, 2025

I assume the system tries to create a new request (hence the increasing IDs), but then rolls this back because of an error. But you say that service SRV is offered by serv org SRVBIRMORG and your user also belongs to the correct access group? If you manually create a request with the same parameters, does that work? One thing you may want to try is to temporarily create a service delivery unit. There were issues with empty SDUs that got fixed in some 25R1 service updates.

Thank you Alex for the response. My user who is a callc assignee as well as has access to SRVBIRMORG and can create new requests, manually for the same service without any issue. I tried creating a temporary delivery unit as per your suggestion for SRVBIRMORG, but no success. Also i noticed that, the request number incremented per attempts is lost, because the manually created request get the next incremented number. I test this in 25.1.4 which i believe is the latest SU in 25R1 ? and maybe the bug fixes you mentioned were not released yet ?.

/Roshan

Alexander Heinze
Ultimate Hero (Employee)
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  • Alexander Heinze
  • Ultimate Hero (Employee)
  • Answer
  • November 21, 2025

I can replicate the error in 25.1.3 and have a workaround that works for me. Can you try to manually re-pick the same service and then create the handover reference?

If one of the responses resolves your issue, please use "Best Answer" so that the thread can be closed and others find solutions easier.
wrprabash
wrprabash
Hero (Partner)
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  • wrprabash
  • Author
  • Hero (Partner)
  • November 21, 2025

I can replicate the error in 25.1.3 and have a workaround that works for me. Can you try to manually re-pick the same service and then create the handover reference?

Yes It works !. Thank you Alex for suggesting a workaround. I will mark this as the Best answer, assuming that this bug going to get fix in future release as well. 

Alexander Heinze
Alexander Heinze
Ultimate Hero (Employee)
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  • Alexander Heinze
  • Ultimate Hero (Employee)
  • November 21, 2025

Can I ask you to kindly file a support ticket? Customer tickets have a higher priority than internal ones.

If one of the responses resolves your issue, please use "Best Answer" so that the thread can be closed and others find solutions easier.
wrprabash
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