3775225 - Contact Person email is not present on the Contact view after replication although it is present in the payload

Email replication appears successful with no errors, but contact person email addresses—though present in payloads—are not displayed in the UI overview or detail views

• SAP Sales and Service Cloud Version 2
• Integration for SAP Sales and Service Cloud

1. Create a contact in the BP transaction on S/4HANA system with an email address.
2. Open the Contacts view on the Sales/Service Cloud version 2.
3. Search and open the replicated contact.
4. Observe that the email field is empty in both the overview and detail views.
5. Click on the user icon.
6. Go to the System Settings.
7. Go to the All Settings tab.
8. Open Integration > Message Monitoring and find the related inbound message.
9. Check the payload and confirm that the email element is present.

The email is provided on the organization (account/private) level instead of via the contact-to-account relationship. Organization-level private email is not supported for display in the Service Cloud Version 2 UI; only emails provided via the relationship are shown.

1. Maintain the contact’s email on the contact-to-account relationship in the source system (do not maintain it as an organization/private email).
2. Ensure the integration mapping sends the contact email via the relationship segment for contact person replication.
3. Re-trigger the replication (or reprocess the inbound message) after correcting the data/mapping.
4. Verify in the Contacts UI that the email is now displayed in the overview and detail views.

• Refer to: Assignment of Contact Person to Business Partner in S/4HANA Cloud
• Refer to: Contact Person Creation in S/4HANA: A Step-by-Step Guide
• Refer to: Integration Guide – Setting Up Opportunity to Order with Sales Cloud Version 2 (6KO)

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