3792738 - Contact Name Displayed in Service Order Preview and Output History PDF When No Contact Is Maintained in Account Master Data

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.

1. Go to the Service Order work center.
2. Navigate to the Service Order Processing view.
3. Search for the Service Order XYZ (where XYZ represents the Service Order ID).
4. Open the Service Order and select View All.
5. Navigate to the General tab.
6. Select the Preview button.
7. Observe that the Contact Name ABC is displayed in the Service Order Preview (where ABC represents the Custodian's Name).
8. Navigate to the Output History tab.
9. Download the “Service Order Confirmation” PDF template from the Output History tab.
10. Open the downloaded PDF and Observe the Service Order Preview.
11. Observe the Contact Name is displayed in the Output History PDF.

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.

Steps to View the Custodian Main Contact Name

1. Go to the Service Entitlement work center.
2. Navigate to the Registered Products view.
3. Select All Registered Products from the filter.
4. Search for the Registered Product DEF (DEF represents the Registered Product ID).
5. Select Edit and open the Registered Product DEF.
6. Navigate to the Involved Parties tab.
7. Select the role Custodian and navigate to the Party Details sub-tab.
8. Under the Main Contact section select the Name field containing the Seller ID hyperlink.
9. 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.

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