SAP Knowledge Base Article - Public

2825789 - An Individual Customer Is Opened When You Click the Contact in the Interactions Facet in Tickets

Symptom

You create a new incident description in a ticket using OData. You use OData collection 'ServiceRequestTextCollection' to create this incident description. The creation is successfully completed and the description can be found in the corresponding ticket in the UI. But when you click on the Contact in the New Interactions tab, it seems to open an Individual Customer rather than a Contact. No Details are displayed for this Individual Customer, all fields are empty.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Upload an incident description to an existing ticket using OData Collection 'ServiceRequestTextCollection'.
  2. Go to the Service work center.
  3. Go to the Tickets view.
  4. Find the ticket in question.
  5. Open it and go to the New Interactions tab.
  6. Click on the Contact.
  7. Notice that it is opening as an Individual Customer and all the Details are empty.

Cause

Passing a Contact as author of text collections is not a supported scenario, it should be either Account or Individual customer. Also, if anything other than Account or Individual Customer is passed, the Reply functionality in interactions will not work.

Resolution

We suggest to pass an Account or an Individual Customer.

Keywords

Service, Tickets, OData, Data Workbench , KBA , LOD-CRM-INT-API , OData API (C4C Only) , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions