SAP Knowledge Base Article - Public

2568153 - Ship-to Determination when Creating a Document from the Relevant Facet of an Account (Tickets, Sales Orders)


The ship-to determination when creating a document from its facet on a customers Account appears to be random. Example facets: Tickets, Sales Order


SAP Hybris Cloud for Customer

Reproducing the Issue

Example used is the Ticket facet on Account, however, the same happens for Sales Order facet from Account.

  1. Go to the Customers work centre.
  2. Select the Account view.
  3. Search for the relevant Account XYZ (XYZ represents the ID of the Account).
  4. Navigate to the Tickets facet of the Account.
  5. Click on the New button and observe the ship-to field is automatically populated.


If there is no ship-to address with the main checkbox flagged in the Relationship facet of the Account, the system will randomly select a ship-to address when creating a new ticket. This is standard system behaviour.


To avoid the ship-to being randomly selected, check the main checkbox beside one of the address in the Relationship facet of the account.


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SAP Cloud for Customer add-ins 1802