3669756 - Sales Support Block Prevents Ticket Creation for Accounts with Multiple Sales Organizations

Emails sent to accounts with multiple sales organizations fail to create tickets when the sales support block is enabled for any sales organization within the account, displaying the error message: "Please enter a party with role Employee Responsible."

SAP Cloud for Customer

1. Go to Customers work center.
2. Open any Account with multiple sales organizations.
3. The Header Support Block is set to No.
4. Go to the Sales Data Tab.
5. There are two Sales Organizations one with a block and the other without.
6. Send an email from the account contact to the designated email address.
7. Observe the error message "Please enter a party with role Employee Responsible" in the web service message monitoring.
8. Remove the sales support block for the affected sales organization.
9. Restart the message and observe that the ticket is successfully created.
   
   

The Sales Support Block prevents Ticket creation for the Account, treating Tickets as transactional documents similar to other sales activities. If the block is active at the Header Level or for the specific Sales Area, both manual and automatic Ticket creation from emails are prevented. To create Tickets, the Sales Support Block must be removed at both levels.

This is expected system behaviour. 

To resolve the issue, remove the global system block on Tickets by unchecking the Sales Support Block in the Sales Data facet for all Sales Organizations, and then enforce restrictions on specific Sales Organizations using Custom Validation.

Suggested Way Forward:

1. Workflow Rules (No-Code/Low-Code):

   • Navigate to the Administrator work center → Workflow Rules.
   • Create a new Workflow Rule for the Ticket business object.
   • Timing: On Create.
   • Condition: Check if the Ticket's Sales Organization is "Sales Org 1".
   • Action: Set an Error Message to prevent saving the Ticket.
     • Message Text: "Ticket creation is not allowed for Sales Org 1."

2. Business Add-Ins (BAdIs) or SDK (Developer Approach):

   • For complex logic, use the SAP SDK to write validation in the BeforeSave or BeforeCreate logic of the Ticket business object to stop the transaction if it matches the blocked organization.

Summary:

• Sales Organization: Sales Org 1
  • Ticket Creation with Custom Rule: BLOCKED (by Custom Validation)
  • Block Field: NO (must be unchecked for this to work)
• Sales Organization: Sales Org 2
  • Ticket Creation with Custom Rule: ALLOWED (passes the Custom Validation)
  • Block Field: NO (must be unchecked)

Note: This is a suggestion and implementing custom validations is out of our scope. The customer should consider this as a guideline only.

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sales support block, ticket creation, multiple sales organizations, error message, party with role employee responsible, sales data level, header level, account block, email failure, inbound service emails, ticket creation issue, sales organization block , KBA , LOD-CRM-ACC , Account , Problem

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