3654307 - Deleting a Contact in C4C Causes "Resource Not Found: Contact" Error in FSM for Replicated Tickets

When a Contact is deleted in C4C from a Ticket that has already been replicated to FSM, opening the corresponding Service Call in FSM displays the error message "Resource Not Found: Contact".

SAP Cloud for Customer

The following scenarios consider that you have successfully created a Ticket in C4C and have replicated it to FSM system.

SCENARIO 1)

1. Open the Ticket in C4C.
2. • Notice that a Contact is maintained for this Ticket, and this Contact is linked to an Account.
3. Open the Contact and remove it from the associated Account.
4. Observe that the Contact information is not removed from the existing Ticket in C4C. Only the Contact–Account relationship is deleted.
5. Verify that no error appears in FSM.

SCENARIO 2)

1. Open the Ticket in C4C.
2. • Notice that a Contact is maintained for this Ticket, and this Contact is linked to an Account.
3. Remove this Contact from the Ticket.
4. Open the corresponding Service Call in FSM.
5. Observe that the error message "Resource Not Found: Contact" appears.

In C4C, when a contact is removed from an associated Account, only the relationship between the Contact and the Account is deleted. The Contact record itself remains in the system, and the existing Service Requests (Tickets) continue to reference this Contact. This design prevents inconsistencies across related business objects and ensures that historical or already-used Contact data is not unintentionally lost.

Because the Account and the Service Request are separate business objects, deleting or re-adding a Contact to an Account does not impact Service Requests that already exist. This behavior is intentional to maintain data integrity in C4C.

Additionally, for second scenario, the error occurs due to the way FSM stores Contact information. FSM does not store full Contact details from the Ticket, it only keeps a reference to the Contact ID replicated from C4C. Therefore, when the Contact is deleted in C4C, the reference in FSM points to a Contact ID that no longer exists. As a result, FSM displays the error: "Resource Not Found: Contact".

This is the standard behavior of the system.

If the feature/functionality is required urgently, please refer to KBA 3475641 - Functionality Currently not Available.

An alternative option may be to check the corresponding SAP Customer Influence Site to submit an idea:

• SAP Sales Cloud
• SAP Service Cloud

FSM, C4C, Integration, Delete, Contact, Delete Contact, Replicate, Replication, Error, Inconsistency, Account, Business Partner, Resource Not Found: Contact, Ticket, Service Call , KBA , LOD-CRM-SRP-CSI , Integration of service ticket with Core systems , Problem