SAP Knowledge Base Article - Public

2723405 - Unable to search Accounts using the E-Mail address, Phone number and Mobile number in Basic search

Symptom

When the Account is searched with its Mail address, Phone number and Mobile number in the basic search there are no results.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Customers Workcenter.
  2. Navigate to Accounts view.
  3. Enter the Mail address, Phone number and Mobile number in the Account in the basic search.
  4. You will see that there are no results even though a valid account exists.

Cause

E-Mail address, Phone number and Mobile number are not considered during the account "basic search" (OWL and Enterprise search).

Resolution

This is the standard system behavior. The system was initially designed with a view that the communication data of the Account will be maintained in the corresponding Contact and hence a few functions might be missing.
This functionality works for Contacts, Individual Customer and Employees.

Alternatively you can use the fields in the Advanced filter which will give you the corresponding Account.

Keywords

Account, mail, search, phone number , KBA , LOD-CRM-ACC , Account , Problem

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions