SAP Knowledge Base Article - Public

3455922 - Managing Automatic Contact Assignment in Case Creation Scenarios


  • Scenario 1: Expectation of Automatic Identification
    • Upon case creation, the system does not automatically identify and fill the Account Contact field.
    • When copying a completed case and selecting a different account, the system is for the system to automatically fill a contact.
    • In this scenario, users expect the system to automatically identify and populate the Account Contact field.
  • Scenario 2: Expectation of Manual Contact Selection
    • On Case Creation, the account contact is consistently filled automatically, contrary to expectations.
    • When copying a completed case and selecting a different account, the system will automatically fill a contact.
    • Your business requirement is that the user should manually pick the contact.


  • SAP Service Cloud Version 2 1.0
  • SAP Sales Cloud Version 2 1.0

Reproducing the Issue

  1. Navigate to the Cases section.
  2. Open any case and select the option to copy the case.
  3. Choose another account that has a contact associated with it.
  4. Scenarios:
    1. The system automatically assigns a contact.
    2. The system does not automatically assign the contact, allowing the user to make the decision.




  1. Identify what is the Party Scheme used for the Case type used.
    1. Go to Settings -> Cases -> Case Type
    2. Check un "Party Schema" and note the value therein. For example, Party Schema = Case
  2. Make changes to the Party Role Assignments 
    1. Go Settings -> Cases -> Party Schema
    2. Select the Party Schema defined above. For example, Case
    3. Under Party Role Assignment, check or uncheck Party Role "591 - Contact of Account" to enable or disable
      • Enabling will turn on the automatic contact determination
      • Disabling will turn off the automatic contact determination


Identify, Party Schema, Case type, Settings, Cases, Case Type, Party Role Assignments, Party Schema, Party Role Assignment, Contact of Account, Automatic Contact Determination, Service Cloud V2, SCV2 , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem


SAP Sales Cloud and SAP Service Cloud Version 2 1.0