SAP Knowledge Base Article - Public

3032862 - SMS Workflow Fails With Reason: Maintain The Mandatory Contact Number For Recipients


SMS workflow fails with reason: "Maintain the mandatory contact number for recipients".


SAP Cloud for Customer

Reproducing the Issue

  1. Create a workflow rule to send SMS from a ticket.
  2. Workflow rule is triggered but fails with reason: "Maintain the mandatory contact number for recipients".


Recipient of the workflow (Business Partner) does not have Mobile Number maintained. Workflow relies on Mobile Number field for a Business Partner.

Note: when an outbound SMS is sent from Ticket -> Interactions/Timeline (not via workflow), Mobile Number is considered and if not found, Phone Number of the Business Partner is taken into consideration.


Maintain Mobile Number for Business Partner (recipient) in question for the workflow to be executed successfully.


SMS, workflow, ticket, service request, failed, mobile, phone number, recipient, customer, business partner , KBA , LOD-CRM-WKF , Workflow , LOD-CRM-SC-MES , Messaging / SMS , Problem


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