SAP Knowledge Base Article - Public

3106144 - Unable to Reply a Ticket Error You Can't Contact Party xy According to Master Data

Symptom

Unable to send email to an employee in a Ticket due to the message You Can't Contact Party xy According to Master Data.

Environment

 SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service Work center.

  2. Select the Tickets view.

  3. Open the Ticket ABC (ABC represents the Ticket Subject).

  4. Go to the Interactions facet, mark the last interaction and click on new.

  5. Click to send the email, the message You can't contact party xy according to master data will be displayed (xy represents the Contact ID).

     

Cause

The Business Partner being used has 2 roles, one for Employee and another for a Contact Person.

Resolution

 The Contact Person person role has the Contact permission empty or set to Not Allowed. To fix this you can open the Contact person and update the header field named Contact Permission to Allowed.

Keywords

Cannot; Update; Email; E-mail; , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To

Product

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