2526920 - When Creating a New Ticket From an Account the Contact field is Blank

SAP Knowledge Base Article - Public

2526920 - When Creating a New Ticket From an Account the Contact field is Blank

Symptom

When creating a new Ticket from an Account, the Contact field is not prepopulated with the Main Contact of the Account.

Reproducing the Issue

  1. Go to the Customers work centre.
  2. Open the Accounts view.
  3. Select Account ABC (ABC represents the Account ID)
  4. Navigate to the Tickets facet.
  5. Select the New button
  6. Account field is populated but the Contact field is blank.

Cause

The Contact of Account checkbox is not selected in the Activity Tickets for Customer Support.

Resolution

  1. Go to the Business Configuration work centre.
  2. Go to Implementation Projects view.
  3. Go to the Fine Tuning tab.
  4. Search and open Activity Tickets for Customer Support.
  5. Open Maintain Involved Parties.
  6. Set the checkbox of Contact field Contact of Account to Active.

Keywords

KBA , SRD-CC , Cross Components , How To

Product

SAP Hybris Cloud for Customer 1708 ; SAP LE APPL.PLATFORM 1708