Symptom
In the standard integration between SAP Sales/Service Cloud V2 and SAP S/4HANA Public Cloud, a Business Partner may end up with duplicate e-mail address entries after replication.
This typically occurs under the following conditions:
- The Business Partner contains multiple addresses (for example, a default address and a billing address).
- An e-mail address exists on one of the addresses with an E-mail Note/Comment (for example,
EDOC_DE). - A new piece of data (such as an Identification Number) is created in SAP Sales/Service Cloud V2.
- The Business Partner is replicated back to SAP S/4HANA Public Cloud.
After replication:
- The same e-mail address appears twice under the address.
- Both entries contain the same E-mail Note/Comment.
- The duplicate e-mail entry is not present in the inbound payload.
The issue is generally not observed when only existing data is modified.
Environment
SAP S/4HANA Cloud Public Edition
Cause
This is standard behavior by design in the standard communication scenario between SAP Sales/Service Cloud V2 and SAP S/4HANA Public Cloud.
The E-mail Note/Comment field of Business Partner address communication data is not supported for updates through this integration.
To enforce this behavior, the standard mapping logic contains special handling (implemented in CL_MDG_BP_FND_MAPPING->PROCESS_SPECIFIC_CTI_HANDLING) that intentionally prevents updates to the E-mail Note/Comment field.
As a consequence, during Business Partner replication, the integration cannot update an existing e-mail communication entry containing an E-mail Note/Comment. Depending on the replication scenario, the standard processing may instead create an additional communication entry, resulting in duplicate e-mail addresses with the same note.
Resolution
This behavior is a standard product limitation and is not caused by an incorrect inbound payload.
There is currently no standard configuration or correction available to enable updates of the E-mail Note/Comment field in this integration scenario.
If duplicate e-mail entries impact downstream business processes (for example, electronic invoice processing using EDOC_DE), the recommended approach is to review the business process and avoid relying on updates to the E-mail Note/Comment field through the standard SAP Sales/Service Cloud V2 integration. Any required maintenance of this field should be performed directly in SAP S/4HANA Public Cloud or through an alternative supported process.
See Also
refer to: 2414514 - Differences in address and address usage modeling between systems, 3416657 - Business Partner Replication: Default phone and e-mail handling (on-premise reference)
Keywords
duplicate email, business partner, email note, EDOC_DE, replication, sales cloud v2, c4c integration, s/4hana cloud public edition, billing address, address usage, email duplication, inbound payload, mapping, communication arrangement, e-document , KBA , LO-MD-BP-2CL , Business Partners for Public Cloud , Problem
SAP Knowledge Base Article - Public