SAP Knowledge Base Article - Public

3279443 - The Customer name is not populated when an Internal Memo/Notes is created from a ticket


  • You are using the Internal Memo within a ticket
  • You noticed the "Customer" field in the Internal Memo (Details) header is not filled
  • Your expectation is that the "Customer" field data is inherited from the ticket header
  • You are also expecting to see the Internal Memo to be available in the Activities -> Memo view (OWL)


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

Reproducing the Issue

    1. Open a ticket which already has a customer bound -> at the header level the customer field is filled
    2. Go to Activities -> New -> Internal Memo -> Enter some data and save
    3. Go to the details of the Internal Memo, and expand the header -> notice that the customer field is empty


    • If there is no sender or recipient involved, the customer for the same is not relevant
    • Standard behavior


    • The Internal memo/Notes are relevant only for the specific ticket, therefore it would not be displayed under Activities -> Notes.
    • The user, who has created the memo, is stored as employee responsible under party details. Please check there instead.


    Memo BO - Customer Involved party, COD_MEMO_TI, CustomerPartyID , KBA , LOD-CRM-SRP-INT , Ticket Interactions , Problem


    SAP Cloud for Customer core applications 2211