Symptom
The Service Order Preview template and the Output History Preview templated PDF display a contact name even when no Contact details are maintained in the Account Master data.
Environment
SAP Business ByDesign
Reproducing the Issue
- Go to the Service Order work center.
- Navigate to the Service Order Processing view.
- Search for the Service Order XYZ (where XYZ represents the Service Order ID).
- Open the Service Order and select View All.
- Navigate to the General tab.
- Select the Preview button.
- Observe that the Contact Name ABC is displayed in the Service Order Preview (where ABC represents the Custodian's Name).
- Navigate to the Output History tab.
- Download the “Service Order Confirmation” PDF template from the Output History tab.
- Open the downloaded PDF and Observe the Service Order Preview.
- Observe the Contact Name is displayed in the Output History PDF.
Cause
The Service Order is created using a Registered Product. Therefore, the system retrieves the Main Contact information from the Custodian maintained for the Registered Product.
In the generated XML, the <ContactPerson> tag is available only when the Service Order is created using a Registered Product.
Preview XML from the Output History Tab
<ContactPerson>
<SellerID>****</SellerID>
<FormAddress>
<FormattedAddressDescription>ABC</FormattedAddressDescription>
<FirstPostalRegulationsCompliantAddressLine>
<ContentTypeCode>****</ContentTypeCode>
<Description>ABC</Description>
</FirstPostalRegulationsCompliantAddressLine>
<PersonName>
<FormOfAddressCode>**</FormOfAddressCode>
<FormOfAddressName>ABC</FormOfAddressName>
<GivenName>ABC</GivenName>
<FamilyName>ABC</FamilyName>
<NameFormatCountryCode>**</NameFormatCountryCode>
</PersonName>
<PersonGenderCode>*</PersonGenderCode>
<PersonGenderName languageCode="EN">***</PersonGenderName>
<FormattedName>ABC</FormattedName>
<AddressSnapshotUUID>*******</AddressSnapshotUUID>
</FormAddress>
<FormattedName>ABC</FormattedName>
</ContactPerson>
ABC represents the Custodian's Main Contact Name, which is printed in the template.
Resolution
Steps to View the Custodian Main Contact Name
- Go to the Service Entitlement work center.
- Navigate to the Registered Products view.
- Select All Registered Products from the filter.
- Search for the Registered Product DEF (DEF represents the Registered Product ID).
- Select Edit and open the Registered Product DEF.
- Navigate to the Involved Parties tab.
- Select the role Custodian and navigate to the Party Details sub-tab.
- Under the Main Contact section select the Name field containing the Seller ID hyperlink.
- The system opens Contact Overview: Seller ID – ABC.
When no Contact Details are maintained in the Account Master Data, the system retrieves the contact information from the Custodian's Main Contact maintained for the Registered Product.
Keywords
Service Order; Service Order Preview; Output History; Service Order Confirmation; Contact Name; Contact Person; Registered Product; Custodian; Main Contact; Account Master Data; PDF Template; Preview XML; Contact Details , KBA , AP-SVO-SO , Service Order , How To
SAP Knowledge Base Article - Public