SAP Knowledge Base Article - Public

2835910 - Business Partner ID Does Not Bring Correct Results in the Live Activity Search


  • When searching within the Live Activity work center by a Business Partner Name, all the activities (Ticket, Accounts, etc.) appear as result of the search.
  • When searching using the Business Partner ID, only one result appears (the own business partner).


SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service work center.
  2. Select the Live Activity Center view.
  3. Search for the Business Partner 123 (123 represents the Business Partner ID).
  4. Only one result appears.
  5. Now search for the Business Partner name, multiple results will appear.


This is correct and it is based on how the Live Activity search works.


  • C4C does a text search on the key word. When an ID is added, the search uses the ID as a text and the returns only the Business Partner ID, because that ID is not appearing as a text in any other record (Tickets, etc.)
  • When you search for a name, the search uses the name as a text and all the results where the name is present start coming up.

See Also

  • 3254299 - How to pass additional custom parameters to search and identify customers in Live Activity
  • 2833959 - CTI BADI CTICustomerSearch Shows Unknown Caller


Live Activity; CTI; Business Partner; Search; ID; , KBA , LOD-CRM-LA , Live Activity , How To


SAP Cloud for Customer core applications all versions