SAP Knowledge Base Article - Public

2887675 - How the E-Mail Field in Account Details Section of Service Ticket is Determined

Symptom

You would like to understand how the E-Mail field in the Account Details section of a Service Ticket is determined.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Service work center.
  2. Navigate to Tickets work center view.
  3. Open any ticket.
  4. Notice the e-mail and contact fields are empty.

Cause

The E-Mail field is determined from the e-mail maintained in the Contact assigned to the Account set in the ticket.

  1. Navigate to Service work center.
  2. Navigate to Tickets work center view.
  3. Open your ticket.
  4. Notice that the Account is added, but the e-mail and contact fields are empty.
  5. Click the respective account added to the ticket.
  6. Navigate to Contacts tab of the account.
  7. Open the desired contact or the main contact.

In the contact screen, there are 3 places where the e-mail information is displayed:

  • In the Addresses tab;
  • In the Relationships tab;
  • In the Contact Header;

Resolution

The e-mail field in the Account Details section is retrieved from the e-mail added in the Relationships tab. Once the e-mail is added in the Relationships tab, it get's determined in the Contact header, as these 2 places are bound.

Once the Contact is added in the Ticket, the e-mail information will be displayed.

Keywords

E-mail; Field; Account; Account Details; Ticket; Service; C4C; Cloud for Customer; Customer; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

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