SAP Knowledge Base Article - Public

3221714 - The Messaging Activity does not display the "Customer" or "Mobile" number


  • The Messaging activity is not displaying the "Customer" or "Mobile" number
  • The "Customer" or "Mobile" number is blank

Image/Data is from SAP internal systems, sample data, or demo systems.  Any resemblance to real data is purely coincidental.


  • SAP Cloud for Customer
  • SAP Cloud for Sales
  • SAP Cloud for Service 

Reproducing the Issue

    1. Navigate to Service Work Center
    2. Navigate to Tickets Work Center view
    3. Open any ticket 
    4. Navigate to Timeline tab
    5. Click SMS
    6. Select the "From" as for example "SAPNC4C" or what has been defined as a channel
    7. Manually enter a phone number/mobile number in the "To" field
    8. Add any text and click Send
    9. Go to -> Activities -> Messaging Open up the Messaging Activity 
    10. Notice the same is not displaying the "Customer" or/and the "Mobile" number to which SMS was sent.


    • If a party is determined for the recipient phone number, the same is displayed in the timeline view as well as in the Messaging Activity
    • However, if there is no party UUID/name found, the recipient/customer field remains blank


    • Currently, in the SMS activity, by standard the system offers the "Customer" field to identify the recipient of the message
    • Workaround:
      • Please use List View instead of  Time Line View
      • Timeline only shows the "To" information for identified customers. It does not show the mobile number if un-identified.
      • With the List View in the timeline, users can also see the recipient information, as seen in the below example screenshot
      • Additionally:
        • Instead of manually entering the phone number, use the F4/Help (popup) and search for the party 
        • Ensure the phone number to which the SMS is sent, has a corresponding BP maintained with such number

    See Also

    3223739 - Duplicate SMS Activities are created when a failed SMS attempt is followed by a successful attempt


    SMS, phone, to, cell, mobile, empty , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SRP-INT , Ticket Interactions , Problem


    SAP Cloud for Customer core applications 2205