SAP Knowledge Base Article - Public

3641906 - Order of data retrieval and display in outlook add-in for emails with multiple recipients

Symptom

  • When an email is sent with multiple recipients in the "To" and "CC" fields, there is a query regarding how the add-in searches for records in C4C.
  • The query specifically asks whether the add-in prioritizes "To" emails over "CC" emails and the order in which records are displayed.

"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 Cloud for Customer
  • SAP Cloud for Customer Server-side Outlook Integration

Reproducing the Issue

  1. Send an email with multiple recipients in the "To" and "CC" fields.
  2. Observe the behavior of the add-in in retrieving and displaying data related to the email addresses.

Cause

Resolution

  1. The add-in searches for data corresponding to both "To" and "CC" email addresses simultaneously, rather than sequentially.
  2. The "To" and "CC" email addresses are sent to the backend together.
  3. The backend server returns all the data related to the email addresses in a single batch.
  4. The add-in displays the retrieved data in the following order: SalesQuote, Contact, IndividualCustomer, Account, ServiceRequest, Task, Appointment, Visit, Opportunity, Lead.



  5. The add-in does not segregate or group returned data by "To" or "CC" fields.

See Also

Keywords

outlook add-in, multiple recipients, data retrieval, data display order , KBA , LOD-CRM-GW-SCC , Invisible CRM - Smart Cloud Connect Solution , Problem

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions