SAP Knowledge Base Article - Public

3082066 - Contact Fields for Customer Section on Tickets Not Visible


Contact fields, such as "E-mail" and "Phone" are set to visible via Adaptation on the Customer section of a Ticket, but they are still not visible.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ID 123 (123 represents the Ticket ID).
  4. See that on the Customer section, the field E-mail is not visible even though it has been made visible via Adaptation Mode.


There are two fields for each contact information related option:

  • E-Mail.
  • Phone.
  • Mobile. 
  • Fax.
  • Gender.

The first time each of them appear, they are related to Accounts, so you will use this field for the layouts of the B2B (Business to Business) scenario.

The second time each of them appear, the are related to Individual Customers, so you will use this field for the layouts of the B2C (Business to Consumer) scenario.


Via Adaptation Mode, use the field you need depending on the scenario you have.

See Also

  • 2907110 - Customer Contact Details in Ticket Are Not Automatically Refreshed
  • 2525733 - Account Details Not Reflecting in Ticket


mail ; email ; contact ; phone ; adaptation ; layout ; personalization ; UI ; add field , KBA , LOD-CRM-SRP , Service Request Processing , How To


SAP Cloud for Customer core applications all versions