SAP Knowledge Base Article - Public

2735821 - The Contact Has Multiple External ID's

Symptom

The External ID of the contact ABC (ABC represents the contact ID) in the Contacts screen is DEF and in the contact's header is XYZ (DEF and XYZ represents the External ID).

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Customers work center.
  2. Go to the Contacts view.
  3. Search for the contact ABC.
  4. In the column External ID the value is DEF.
  5. Open the contact ABC.
  6. The External ID in the contact's header is XYZ.
  7. You are expecting that the External ID's in the Contacts screen and in the header be the same.

Cause

The contact ABC has multiple External ID's because there are multiple systems integrated with C4C.

Which of these ID's is shown in the Contacts screen result list and in the contact's header is not reliable/not deterministic.

Resolution

This is the expected system behavior.

The recommendation for such cases is to hide the External ID from the Contacts screen result list and the contact's header and show the ID's in the table of the facet "Mapping for Integration" only.

You can add the facet "Mapping for Integration" following the below steps:

  1. Go to the Customers work center.
  2. Go to the Contacts view.
  3. Open the contact ABC.
  4. Click in the Adapt button.
  5. Click on Edit Master Page Layout.
  6. Hold the mouse under the facets and click on Add Tabs.
  7. Select the facet Mapping for Integration.
  8. Click on Apply.

The development team will provide a solution for that in one of the next releases (one ID will be the main external ID which will be shown in the Contacts screen result list and contact's header), but there isn't a defined date.

Keywords

External ID, Contacts, Accounts , KBA , LOD-CRM-CON , Contact , How To

Product

SAP Cloud for Customer add-ins 1808 ; SAP Cloud for Customer add-ins 1811 ; SAP Cloud for Customer add-ins 1902