SAP Knowledge Base Article - Public

3781576 - Addresses not displayed for Involved Parties in Cases

Symptom

  • The Addresses column is empty for involved parties in a case.
  • Address information exists for the involved party but is not shown in the case UI.
  • Users are unable to view the address of involved parties directly from the case.

Environment

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

Reproducing the Issue

  1. Open the Cases worklist.
  2. Open any case.
  3. Go to the General tab.
  4. Open Involved Parties.
  5. Check the Addresses column.
  6. Parties such as Ship-To do not display the address.

Cause

  • Display of involved party addresses in cases is controlled by a feature flag.
  • If the feature flag is not enabled for the tenant, address information is not displayed in the Involved Parties section of cases, even when address data exists for the involved party.

Resolution

  • The feature flag responsible for displaying involved party addresses in cases must be enabled for the tenant. Please open a Case with Support requesting it to be enabled
  • After the feature flag is enabled:
    1. Refresh the application or sign in again.
    2. Open a case.
    3. Navigate to General → Involved Parties.
    4. Verify that address information is displayed in the Addresses column for the relevant party roles.
  • If the issue persists after the feature flag has been enabled, verify that the involved party contains valid address data in the source Master Data.

See Also

KBA 3738680 - Error "Please enter an Address for Party ID 12345 with party role Account" when changing Case Status

Keywords

involved party address, party list, address column blank, case address missing, ship-to address, service cloud cases, formattedPostalAddress, address not determined, involved parties, feature flag, case management address, party role address, address display, case ui address, party list column , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem

Product

SAP Service Cloud Version 2 all versions