SAP Knowledge Base Article - Public

2560305 - Phone Number missing for Phone Call Activity in Individual Customer

Symptom

The Phone Number is missing for Phone Call Activity in Individual Customer

Environment

SAP Hyrbis Cloud for Customer

Reproducing the Issue

  1. Go to the Customers work centre.
  2. Go to the Individual Customers view.
  3. Open Individual Customer ABC (ABC represents the Customer ID).
  4. Navigate to the Activities facet.
  5. In the Phone Calls section, select the New button.
  6. Fill in all mandatory fields and select the Save button.
  7. The Phone column of the Activity is blank even though the Customer has this number maintained in the Account header.

Cause

You have selected the scoping question Do you want to enable an enhanced activities facet to search and query for activities in account, contact, and individual customer workcenters? in the Business Configuration work centre. This blank Phone field should have the number of the Owner of the Phone call maintained. In order to make the number visible, the scoping question must be unchecked.

Resolution

  1.  Go to the Business Configuration work centre.
  2.  Select the Implementation Projects view.
  3.  Select Edit Project Scope.
  4.  Navigate to the Questions tab.
  5.  Expand Account and Activity Management.
  6.  Select Activity Management.
  7.  Unselect the scoping question Do you want to enable an enhanced activities facet to search and query for activities in account, contact, and individual customer workcenters? in the Business Configuration work centre.
  8.  Select Next and Finish.
  9.  Phone number of the Individual Customer should now be visible in the Phone column of the Activity.

Keywords

Phone Number, Activity, Individual Customer , KBA , LOD-CRM-IND-UTL , Utilities , Problem

Product

SAP Cloud for Customer all versions