3503950 - Error in Ticket: Please use not More Than 1 Contact(s) for Role Account

When creating a ticket, an error message is shown: "Please use not more than 1 contact(s) for role Account."

However, only 1 contact is selected.

Cloud for Customer

1. Go to the work center Service and the view Tickets.
2. Create new ticket.
3. Enter the required data, including the customer and the contact.
4. Delete the contact using the delete key.
5. Select another (or the same contact). 

The following message appears "Please use not more than 1 contact(s) for role Account." However, only one contact is displayed in the involved parties.

The cause of this error message is that while processing the involved parties of the new ticket, the contact that is entered first is not deleted from the process (even though you have removed it on the UI). It is merely initialised, so when you enter a contact again, the system correctly finds 2 contacts and raises the error.

We have checked this behavior but the logic cannot be changed without causing side effects. Note that this is observed whenever a PDI solution is involved in the party processing.

Ideally, the contact is determined via the account master data references, and there should be no need to manually enter a contact. However, if this is your scenario and you need the option to manually enter and remove a contact, you can make use of the following workaround:

Instead of making the changes in the Overview tab of the ticket creation screen, please go to the Involved Parties tab. Mark the Customer and go to the Contact tab. Here, you can add a contact and remove it again, if needed. 

If you have a PDI solution involved, you could also consider adding a step to your PDI logic where the initialised contact is deleted (instead of initialised) in an after modify method for the party contact node. Please discuss this with your implementation partner, if required.

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