SAP Knowledge Base Article - Public

3003523 - Reporter Party In Ticket Is Main Contact Of Account

Symptom

Ticket created from inbound e-mail has Reporter party maintained as main contact of account. You expect the Reporter party to be the contact who sent the e-mail.

Environment

SAP Cloud for Customer

Reproducing the Issue

Prerequisites:

  • you have already set-up e-mail channels and maintained account with contacts, one of which is marked as main.
  • contact of account has sent inbound e-mail which created a ticket.

  1. Go to the Service work centre.
  2. Go to the Tickets view.
  3. Open ticket ABC (ABC represents the ticket ID).
  4. Observe Reporter party is main contact of the account and not the contact who sent an e-mail.

Cause

Business Configuration determination for Reporter party has been maintained as 'Contact of Account'.

Resolution

  1. Go to the Business Configuration work centre.
  2. Search for and open the Tickets for Customer Support activity.
  3. Click Maintain Involved Parties link.
  4. Select the party role Reporter and click Maintain Determinations.
  5. Uncheck the option 'Contact of Account'.

Keywords

ticket, reporter, contact, main contact, involved party, reported party, main, account , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

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