3771311 - Customer Information Deleted in Sales Order When Sales Organization and Distribution Channel Are Changed

The Customer Information in a Sales Order is empty. In the Changes tab, the system indicates that the information was deleted.

SAP Business ByDesign

1. Go to the Sales Orders work center.
2. Open the Sales Orders view.
3. In the Show field, select All Orders.
4. Search for the the Sales Order XXX (where XXX represents the Sales Order ID).
5. Select the sales order, click Edit, and choose View All.
6. On the General tab, observe that the Customer Information field is empty.
7. Navigate to the Items tab.
8. Select a line item and open the Details section.
9. Go to the Notes sub-tab.
10. Observe that the Customer Information field is also empty at the item level.

The Sales Order XXX was created as a follow-up document from Sales Quote. During creation, the Customer Information and Internal Comment notes were copied from the Sales Quote.

Initially, the system determined a Sales Unit, Sales Organization, and Distribution Channel. Later, the Sales Unit was changed. As a result, the system redetermined the Sales Organization.

When the Sales Organization or Distribution Channel changes, the system redetermines the item-level notes from the Product Master Data.

The Customer Information and Internal Comment are maintained in the Sales tab of the Product Master for each Distribution Chain (Sales Organization + Distribution Channel). Since no notes were maintained for the newly determined Distribution Chain, the corresponding fields in the Sales Order were cleared. 

This is the expected system behavior.

If the Sales Organization or Distribution Channel changes in a Sales Order, the system redetermines the Customer Information and Internal Comment at the item level from the corresponding Product Master Data for the new Distribution Chain.

Sales Order, Customer Information, Internal Comment, Notes, Changes Tab, Sales Quote Follow-Up, Sales Unit, Sales Organization, Distribution Channel, Product Master Data, Distribution Chain, Redetermination; Deleted , KBA , SRD-CRM-ORD , Orders & Contracts , Problem