2238311 - The Contacts With Different IDs Show Same Name and E-mail Addresses in the Service Control Work Center

SAP Knowledge Base Article - Public

2238311 - The Contacts With Different IDs Show Same Name and E-mail Addresses in the Service Control Work Center

Symptom

The contacts with different IDs show same name and e-mail addresses in the Service Control work center.

Reproducing the Issue

  1. Go to Service Control Center work center.
  2. Go to Overview view.
  3. Select  Active Contacts under Contact Details.
  4. Select Create Contact Assignment.
  5. Select the Contact Type as IT Contact.
  6. Open the Value Help for the field Assign to Contact.
    • You can find many contacts that are not even maintained in the system, additionaly several contacts has the same e-mail addresses.
  7. In the field Assign to Contact, if you type *X* -> Multiple IDs with the name XYZ is shown (XYZ represents the user name).

You expect that only users maintained in the system should be available here.

Cause

The value help of the field Assign to Contact returns not only local business partners but also business partner that are maintained in our (SAP) central SAP CRM system. Take user XYZ as an example: this user exists locally in your system. This is one row in the value help result.
However, this user also exists several time as a contact for your company in our central CRM system. These are the other rows of the Value Help result.
As our identity management is at the moment restricted to ByD/C4C and does not include the SAP wide CRM system we are not able to check that all these users refer in fact to the same person. Therefore we show sometimes these duplicate entries.

However please do not be worried about this: the only relevant data here is the mail address as the only functionality behind an IT contact in this context is to get upgrade information via mail.
This also do not have any negative impact on Jam.

Resolution

This is the expected behavior of SAP Cloud for Customer.

Keywords

KBA , LOD-CRM-LA , Live Activity , How To

Product

SAP Cloud for Customer 1502 ; SAP Cloud for Customer 1505 ; SAP Cloud for Customer 1508 ; SAP Cloud for Customer 1511 ; SAP Hybris Cloud for Customer 1708 ; SAP LE APPL. PLATFORM 1502 ; SAP LE APPL. PLATFORM 1505 ; SAP LE APPL. PLATFORM 1508 ; SAP LE APPL. PLATFORM 1511 ; SAP LE APPL.PLATFORM 1708