SAP Knowledge Base Article - Public

3009304 - Only One Party is Copied from Installed Base/Registered Product


Installed Base/Registered Products parties not copied properly to Tickets when there are more than one party with the same role.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Installed Base work center.
  2. Select the Installed Base view.
  3. Select Installed Base ID 123 (123 represents the ID of an Installed Base that has two or more parties with the same role, for example, Service Technician).
  4. Go to the Involved Parties tab and see that there are two Service Technicians, ABC and DEF (ABC and DEF represent the Service Technician ID's).
  5. Now go to the Tickets tab and create a New Ticket.
  6. See on the Ticket's Involved Parties then only Service Technician ABC has been copied.


The determination of Parties from Installed Base/Registered Product only takes one instance, which is a main party, and not all instances assigned to the Installed Base/Registered Product. If a main party is not defined, a party is picked up randomly and there is no rule for it.


This is the expected system behavior.

1.  If you are a partner: please use or the Partnerfinder.
2.  If you are a customer:

    1. Contact your Account Executive;
    2. Check the link

An alternative option may be to check the SAP Cloud for Customer Influence Site to submit an idea.


Installation Point ; Party Determination ; Custom Party ; Business Configuration ; Fine Tune , KBA , LOD-LE-RC-PAP , Party Processing , LOD-LE-IBA , Installed Base Data Management , How To


SAP Cloud for Customer core applications all versions