SAP Knowledge Base Article - Public

2443669 - Contact Details Missing in Account

Symptom

When you copy a Contact into a Duplicate Account or if you add an existing Contact to a new Account, the Contact details are missing/ do not get copied.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Customer work center.
  2. Go to the Accounts view.
  3. Open any Account.
  4. Go to the Contacts facet.
  5. Add a Contact.
  6. Save the data.

Here the Phone number, e-mail address, function, etc. of the Contact is missing.

Cause

Data such as Function, Phone number, E-mail address, etc. are relationship dependent and hence when you add a Contact the data does not get copied.

The reason the details do not get copied from the contact header or the other relationship(s) is easiest explained by giving the scenario that a contact may work for several different accounts/ companies and cover different functions/ have different contact details for each:

It is possible that a contact works both for company ABC (ABC representing the company name) as well as for a completely different company DEF.

Therefore we do not and cannot presume, that the details would be the same from one relationship to another.

While, for example, a contact could have the function Account Manager for company ABC with phone number 123, the same contact could have the function Assistant for company DEF with phone number 456.

Resolution

This is expected system behaviour.

Keywords

Contact details, contact, function, phone number, missing , KBA , missing , contact , phone number , contact details , e-mail address , function , LOD-CRM-ACC , Account , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP HYBRIS C4C CORE all versions