SAP Knowledge Base Article - Public

2614915 - Lead "Associate to Account & Contact" Pop-Up Shows E-mail Field Blank

Symptom

You are creating a lead filling e-mail information for account and contacts; however, later on when associating an account or contact to it, e-mail field is empty. You expected to see previous e-mail information defined.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Sales work center.
  2. Open the Leads view.
  3. Click in the New button.
  4. Fill in the E-mail field of the Account Information section.
  5. Fill in the E-mail field of the Contact Information section.
  6. Fill in other mandatory fields needed.
  7. Click in Save and Open.
  8. Click in the Actions button.
  9. Select Associate to Account & Contact option.

You notice that there is an E-mail filed blank, available for information input. You expected to see the information filled in from steps 4 and/or 5.

Cause

The E-mail field present on the pop-up "Associate to Account & Contact", if filled, will add an entry of Personal Addresses in the contact record created. The information filled on step 5 will be maintained in the Contact header.

Resolution

This is the system current standard behavior. You can, as workaround, remove this field (with Adapt/Personalize) or change its label (only with Adapt). Please, follow the steps below:

  1. Click in the Adapt/Personalize button in the upper menu bar.
  2. Select Edit Master Layout/Start Personalization.
  3. Go to the Sales work center.
  4. Open the Leads view.
  5. Click in the New button.
  6. Fill in the E-mail field of the Account Information section.
  7. Fill in the E-mail field of the Contact Information section.
  8. Fill in other mandatory fields needed.
  9. Click in Save and Open.
  10. Click in the Actions button.
  11. Select Associate to Account & Contact option.
  12. Hover your mouse over the E-mail field.
  13. Click in the X icon to remove it/Pencil icon to change its label.
  14. Click in Adapt/Personalize.
  15. Select End Layout Changes/End Personalization.

Keywords

Associate to Account & Contact E-mail Blank Empty , KBA , LOD-CRM-LM , Lead Management , How To

Product

SAP Cloud for Customer add-ins all versions