2559747 - Moving a Contact in Outlook to a New Company Not Working as Expected

SAP Knowledge Base Article - Public

2559747 - Moving a Contact in Outlook to a New Company Not Working as Expected

Symptom

You want to reference an existing Outlook contact to a different account. You expect this update will replace the Contact's current relationship master data in C4C. However, instead of deleting the relationship to the existing account, an  additional relationship is created to the second account in the Contact master data in C4C.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. In Outlook select the existing Outlook Contact, referenced to Account A (A represents the account ID of the first, existing account).
  2. Click Add Contact.
  3. In the new pop-up window press Add Reference.
  4. Click Account.
  5. Search and select Account B (B represents the account ID of the second account).
  6. Click OK.

Instead of replacing Account A with Account B in the Relationship tab of the Contact master data, two relationships are nowestablished: One with Account A, one with Account B.

Cause

This is expected system behaviour: When a contact has already a relationship to an account and you refer this contact via Outlook to another account, the relationship will not be replaced but added to the contact.

Resolution

If you need to replace a relationship to an account of a Contact, you need to delete the old relationship manually in the Contact master data in C4C.

Keywords

Outlook Addin Contact Account Relationship , KBA , LOD-CRM-GW-OUT , Outlook , Problem

Product

SAP Hybris Cloud for Customer all versions