3492918 - Extension Scenario "Account - Sales Data to Service Request - General Information" is Not Working

You have created a KUT or PDI extension field and extended the field to the extension scenario "Account - Sales Data to Service Request - General Information".

However, the ticket field is always empty, even when the sales data is maintained in the Account.

SAP Cloud for Customer

Mandatory fields not fulfilled.

In order for the extension field value to flow from the account to the ticket, the ticket needs to have the Sales Organization, Distribution Channel and Division fields maintained.

Once the Ticket has these fields matching the account sales data, then the extension field value will flow.

Also, in case you would like to default the Sales Unit determination for tickets, you can follow the below:

1. Go to Business Configuration work center.
2. Select the Overview view.
3. Open the activity Tickets for Customer Support .
4. Select Maintain Involved Parties.
5. Select Sales Unit and click on Maintain Determinations.
6. Select Account's Sales Data and deselect the others.
7. Save and close.

Also, depending on your scenario, you might want to scope the following scoping question:
"Do you want to enable users to default and specify, per ticket, a predetermined combination of sales organization, distribution channel and division?"

The steps to do so, are:

1. Go to the Business Configuration work center.
2. Open the Implementation Projects
3. Click on Edit Project Scope
4. In Questions (Step 4), select Service -> Customer Care -> Service Request Management
5. Scope the question "Do you want to enable users to default and specify, per ticket, a predetermined combination of sales organization, distribution channel and division?"

Please note that if this scoping question is enabled, the determination of Sales Organization happens differently. With this option, the Sales Organization is found as follows: first it tries to find an intersection between the employee's sales data and the accounts sales data. If this is found, then this Sales Area is taken over in the ticket. When there is no intersection, then the determination looks at the employee's sales area. In case the Ticket is created by a Technical User, via email, for example, then there is no Employee's Sales Data and hence no intersection. On those cases, the system will pick up one of the Sales Data entries maintained in the Account.

2905703 - How to Work with Extension Scenarios

Blank, No Value, Invisible, Custom, extension, field, value, missing, PDI, KUT , KBA , LOD-CRM-SRP , Service Request Processing , How To

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