Symptom
SMS workflow fails with reason: "Maintain the mandatory contact number for recipients".
Environment
SAP Cloud for Customer
Reproducing the Issue
- Create a workflow rule to send SMS from a ticket.
- Workflow rule is triggered but fails with reason: "Maintain the mandatory contact number for recipients".
Cause
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.
Resolution
Maintain Mobile Number for Business Partner (recipient) in question for the workflow to be executed successfully.
Keywords
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