SAP Knowledge Base Article - Public

2739384 - Contact Details Are Not Added to Ticket

Symptom

When adding a Contact to a Ticket, you notice that the Contact details, such as phone number or e-mail address, are not added to the Ticket as well.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ID 123 (123 represents the Ticket ID).
  4. On the Customer section, click on the value help to search and select a Contact.
  5. Contact is added but the details, such as phone number or e-mail address, are not.

Cause

This Contact is not part of the Account selected as Customer in the Ticket.

Resolution

Only the Contact of the Customer Account set on the Ticket will have all the details added. This is the same behaviour to other objects on the system, such as Sales Quotes or Opportunities.

Keywords

Ticket ; Contact ; Address ; Sales Quote ; Opportunity ; Phone Number ; E-mail , KBA , LOD-CRM-SRP-PAP , Ticket - Party Processing , How To

Product

SAP Cloud for Customer add-ins all versions