Troubleshooting
Problem
Symptom
Steps to reproduce:
1. Login to Call Center
2. From Home page, Create Order and select enterprise and click Ok
3. In Customer details page, select any existing customer and click Next
4. In Add product page, under Categories select any category. The items are displayed.
5. For any item, click 'Add to cart' button
Result: Error 'OMS server is unable to process requests. Contact your tenant administrator.' appears.
Cause
Environment
Diagnosing The Problem
Some HAR log statements:
POST https://<hostname>/icc/ICCMashupServlet
Giving - 400 Bad Request
{
"mashupResponse": {
"Error": {}
}
}
Post data :
{"MashupRefs":{"MashupRef":[{"mashupId":"icc.order.create-order.addToCart","Input":{"Order":{"EnterpriseCode":"Emart","OrderHeaderKey":"20230626092852212033259","OrderLines":{"OrderLine":{"OrderLineKey":"","DeliveryMethod":"SHP","OrderedQty":1,"Item":{"ItemID":"Item1","UnitOfMeasure":"EACH"},"LinePriceInfo":{"ListPrice":"148.00","UnitPrice":"148.00"},"OrderLineTranQuantity":{"OrderedQty":1},"OrderOverride":{"QuantityLimitOverridden":"N"}}},"DocumentType":"0001","DisplayLocalizedFieldInLocale":"en_US_EST"}}}],"isMultiAPICall":false}}
Some WUFAll log statements:
For (mashup :: icc.order.create-order.addToCart) the (authorization_failed)
Mashup invocation failed. Reason: Mashup could not be authorized. Mashup ID - icc.order.create-order.addToCart
Resolving The Problem
(1) The Call Center (Next generation), uses the permissions set for CSR-Group or CSR-Lead-Grp. Open up the resource permissions settings for CSR-Group or CSR-Lead-Grp and ensure that the (ICC_ORDER > ICC_Create_Order) and (ICC_PRODUCT > ICC_Product_Browsing) are enabled with checkmark.
(2) Restart the application server to see if it clear things up and reloads the proper permissions.
If these permission groups are unavailable, then CDT can be performed from MC or get help from DevOps team to run factory Setup.
Document Location
Worldwide
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Document Information
Modified date:
19 May 2025
UID
ibm17022447