SAP Knowledge Base Article - Public

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


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


SAP Cloud for Customer

Reproducing the Issue

  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.


The E-mail field is determined from the e-mail maintained in the Contact assigned to the Account set in the ticket. More likely, in customer contact the e-mail address is not maintained.


There are 3 places where the e-mail information can be maintained

  • In the Addresses tab;
  • In the Relationships tab;
  • In the Contact Header;
  1. Open the desired contact or the main contact where e-mail address is not maintained.
  2. Update the e-mail address.
  3. Once the contact is added in the Ticket, the e-mail information will be displayed.


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


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