SAP Knowledge Base Article - Public

3341438 - SAP Marketing Cloud - Contact Update from Interaction Import

Symptom

The import of an interaction does not trigger an update of the underlying interaction contact.

"Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental."

Environment

  • SAP Marketing Cloud Edition

Reproducing the Issue

Case 1:

  1. Import interactions either using OData API API_MKT_INTERACTION_SRV or via CSV file using the Data File Load app.
  2. 1. Observe that the interaction contact is not getting updated.
    2. Observe that none of the interaction contact related enhancements 'Review imported Interaction Contact data' (BAdI CUAN_IMPORT_IC) or 'Update Interaction Contact (best record)' (BAdI CUAN_UPDATE_IC_ROOT) is getting executed.

Case 2:

  1. Execute an email campaign
  2. Observe that the campaign execution does not trigger any of the interaction contact related enhancements 'Review imported Interaction Contact data' (BAdI CUAN_IMPORT_IC) or 'Update Interaction Contact (best record)' (BAdI CUAN_UPDATE_IC_ROOT).

Cause

As a basic rule, the interaction import does not update existing interaction contacts - there are however the following exceptions:

  • new interaction contact creation, in case interaction contact does not yet exist
  • update of interaction contact with marketing area, in case interaction contact is not yet enriched with interaction's marketing area

Resolution

The design can be influenced using enhancement 'Revise Interaction Data Before Import' (BAdI CUAN_IA_REVISE_FOR_IMPORT) by changing the IC_UPDATE_MODE. Setting the INTERACTION-IC_UPDATE_MODE to 'D' (=> CL_HPA_COMMON_HELPER=>CO_UPDATE_MODE_DELTA) will force the interaction import to execute the contact update process, including the execution of the interaction contact enhancements, 'Review imported Interaction Contact data' (BAdI CUAN_IMPORT_IC) and 'Update Interaction Contact (best record)' (BAdI CUAN_UPDATE_IC_ROOT).

Please handle that approach with care and use proper filtering to avoid a negative impact on performance as the contact update step is rather expensive compared to the interaction import.

Further please consider that setting the INTERACTION-CONTACT_KEY inside the enhancement 'Revise Interaction Data Before Import' (BAdI CUAN_IA_REVISE_FOR_IMPORT) will break the above design, so independent of the IC_UPDATE_MODE the contact update process will not be executed.

See Also

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Keywords

Interaction, Interaction Contact, Review imported Interaction Contact data, Update Mode of Interaction Contact
Interaktion, Interaktionskontakt, Interaktionsdaten vor Import überarbeiten, Aktualisierungsmodus des Interaktionskontakts
Interaction, Contacts d'interaction, Réviser les données d'interaction avant importation, Mode de mise à jour du contact d'interaction
BAdI CUAN_IA_REVISE_FOR_IMPORT, IC_UPDATE_MODE , KBA , CEC-MKT-DM-IA , Interaction , CEC-MKT-DM-IC , Interaction Contact , How To

Product

SAP S/4HANA Cloud all versions