SAP Knowledge Base Article - Public

2233690 - System does Not Recognize the Customer Phone When the Service Ticket is Created Using SMS.

Symptom

System does Not  Recognize the Customer Phone When the Service  Ticket is Created  Using SMS.

Reproducing the Issue

  1. Select a customer with contact and phone number +111 (+111 represents the phone Number ).
  2. Create a sms from iphone using code ISA
  3. A Service Ticket  xxx will be created ( XXX Represeent the number of the ticket created)

You will see that a new individual customer will be created for the number +111 instead of assigning ticket to an existing contact.

Cause

SMS is a B2C scenario only and not B2B. It doesn't work with corporate accounts and contacts but It works for the incoming phone number in the  individual customer records only and if it doesn't find a match, it creates a new individual customer.

Keywords

KBA , AP-RC-BCT , Business Config. Tools (SAP Business ByDesign , How To

Product

SAP Hybris Cloud for Customer 1708