SAP Knowledge Base Article - Public

2536035 - Contact Person Does Not Get Updated When The Account is Changed in a Ticket

Symptom

When creating a Service Ticket, if the Account ID is changed the Contact field does not get updated.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work centre.
  2. Go to the Tickets view.
  3. Select the New button.
  4. In the Account field, select Account ABC (ABC represents the Account ID).
  5. The Contact field is automatically populated with the Primary Contact of the Account ABC.
  6. Now in the Account field, change the Account to Account DEF.
  7. The Contact field does not get updated with the Primary Contact of the Account DEF.

Cause

Manual entries have higher priority than automated determination results, therefore a manually changed Contact is kept even when the Account is changed. Development have confirmed that they cannot change this logic as this would be incompatible for existing customers.

Resolution

This is the expected behaviour of the system.

Keywords

Manual Changes; auto-determination; Account; Contact , KBA , LOD-CRM-EMP , Employee , How To

Product

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