SAP Knowledge Base Article - Public

3043387 - Individual Customer Name Displayed Incorrectly in ServiceRequestCollection

Symptom

You are working with the ServiceRequestCollection of the standard c4codataapi and notice that the name of an individual customer added as a party of the ticket (identified in the collection as entity BuyerPartyName) is in an incorrect format.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Access the Tickets work center view.
  3. Locate and open ticket XYZ (where XYZ stands for the ID of an actual ticket in your environment).
  4. In the new screen, navigate to the Involved Parties tab.
  5. In the Account role, you will see the individual customer, whose name has order First Name + Last Name.
  6. Now, in a separate browser window or tab, access the URL: myXXXXXX.crm.ondemand.com/sap/c4c/odata/v1/c4codataapi/ServiceRequestCollection?$filter=ID eq 'XYZ' (where myXXXXXX stands for your tenant's actual URL and XYZ stands for the ID of the same ticket in step 3).
  7. Check entity BuyerPartyName; the name of the individual customer is displayed here in a different order (for example, Last Name + First Name).

Cause

The BuyerPartyName entity in the ServiceRequestCollection does not draw its value from the Individual Customer record, but from an aggregated field in the backed called Address Snapshot Formatted Name. This field is created by joining all values entered in Name fields under the party's address details in the Ticket (Name, Additional Name, Last Name) into a single field.

The names under the party's address detail can be derived from the Individual Customer record, but also come from other sources such a preceding document or even manual entry.

Resolution

Please check and correct the name maintained in the party's address details by doing the following:

  1. Go to the Service work center.
  2. Access the Tickets work center view.
  3. Locate and open ticket XYZ.
  4. In the new screen, navigate to the Involved Parties tab.
  5. Select the row for the Account role.
  6. Scroll down to see the party's details.
  7. Under the Address section, there will be multiple name fields; correct them accordingly so that the order matches what is expected.

If the name is already correct in this location, but still displaying incorrectly in the ServiceRequestCollection, please report an incident.

Keywords

BuyerPartyName, ServiceRequestCollection, Account, Party, Incorrect name, Format , KBA , LOD-CRM-INT-API , OData API (C4C Only) , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer core applications 2102