SAP Knowledge Base Article - Public

3452951 - Account field cannot be insert/update into Service Request Collection by using Data Workbench


There is no Account field in Service Request template in Data Workbench. Export a record and change the value of Account field also cannot import successfully. The Account/Customer field keep blank.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to Data Workbench Work Center.
  2. Select Import Work Center View.
  3. Select Individual Object -> Insert -> Standard Object -> Service Request.
  4. Next, then upload the maintained template.
  5. Next, then select Import.
  6. In the Monitor work center view, the task finished with no error.
  7. Go to Ticket work center view.
  8. Check the new ticket uploaded, the field Account(Customer) is Blank.


  • Standard Field "Account" is not in Data Workbench Service Request import template, once check the c4codataapi service in OData Console, go to ServiceRequestCollection, the properties of field "Account" is False for creatable and updatable. The properties in metadata cannot be changed as a designed behavior.
  • Maintained "Contact ID" in Service Request template, which has an "Account" name in Customer Business Object. The system won't match the relationship between different BOs. Data Workbench is just a tool which used to upload the value of a field. Maintain "Contact ID" field can only upload the value of "Contact ID" in Ticket TI view, even this Contact has an Account Name in Customer BO, the Account Name won't be populated by system.
  • Therefore, this is a designed behavior.


Account, Customer, Contact, Service Request, Service Request Collection, import, export, Data Workbench, Template, insert, update. , KBA , LOD-CRM-INT-DWB , Data Workbench , Problem


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