2036320 - E-Mail, Phone and Fax of the Processor in the Output Document of a Service Request is Not the Expected One

SAP Knowledge Base Article - Public

2036320 - E-Mail, Phone and Fax of the Processor in the Output Document of a Service Request is Not the Expected One

Symptom

The E-Mail, Phone and Fax in the output document of a Service Request is not the expected one.

Reproducing the Issue

  1. Go to the Service Desk work center.
  2. Select the Service Requests view.
  3. Open service request XYZ (XYZ represents the ID of the service request).
  4. You can see in the Organizational Assignment section that the following details are maintained:
    Processor: DEF(DEF represents the employee entered in the processor field) 
    Service Organization: ABC (ABC represents the service organization maintained)
  5. Click on the Preview button.
  6. You can see the Processor, the Sales Organization, Phone, Fax and the E-Mail address is displayed as follows:
    DEF
    ABC
    Phone:XXX( XXX represents the phone number displayed)
    Fax: :YYY ( YYY represents the fax number displayed)
    E-Mail: ABCexample@example.com (ABCexample@example.com represents the e-mail displayed)
  7. Click on the name (hyperlink) of the processor to open the Employee Overview.
  8. In the Communication Data section you can see that the following one, Fax and the E-Mail address is maintained for the Employee.
    Phone:ZZZ (ZZZ represents the phone number maintained for the employee)
    Fax: : WWW (WWWrepresents the fax number maintained for the employee)
    E-Mail: DEFexample@example.com (DEFexample@example.com represents the e-mail maintained for the employee)

You expect that this Phone, Fax and the E-Mail address of the Processor is displayed.

  1. Go to the Organizational Management work center.
  2. Select the Org Structures view.
  3. Select Org Unit ABC.
  4. In the General tab you can see that the following data has been maintained for the Phone, Fax and the E-Mail address:
    Phone: XXX (XXX represents the phone number maintained for the org unit)
    Fax: :  YYY (YYY represents the fax number maintained for the org unit)
    E-Mail: ABCexample@example.com (ABCexample@example.com represents the e-mail maintained for the org unit) 

Cause

The system determined the output settings in the following manner :

  1. Firstly, the data is picked from the Service and Support team.
  2. In case no data is maintained for the Service and Support team in the Organizational Management the system will determine data from the Processor of the service request.
  3. If both the Service and Support team and the Processor data is not maintained then the data is from the Seller Company is determined.

Resolution

This is the expected system behaviour.

Keywords

KBA , AP-RC-ANA , C4C, ByD, Travel: Analytics Tools & Frameworks , How To

Product

SAP BUSINESS BYDESIGN 1708 ; SAP Business ByDesign 1711