SMS is not triggering for the Customer Phone Number

[raghavendra_yadav]

We have created a WF Rule to trigger SMS based on the Customer's Primary Phone Number (not mobile number). The rule log is showing as "FAILED" with an error message "Maintain the mandatory contact number for recipients". We need this phone number to be enabled for the SMS triggering. Kindly advice what needs to be done.

[raghavendra_yadav]

Adding another point to the above query. The requirement is if the Customer Profile is maintained with more than one address (Country / Phone / Mobile / Email Id etc) details and by default, one of the address details will be flagged as "Main". If the Customer calls the helpdesk by using the phone number that is not flagged as "Main" and a service request has been created and as per the workflow, SMS will be triggered for the phone number which is flagged as main but not for the number that is used to report the issue.

This is the main issue and needs an urgent solution.

[nish_murthy]

Dear raghavendra_yadav,

From a workflow rules perspective, the mobile number of the business partner is always considered for sending the SMS.

As of now, the Customer Phone Number is not considered in standard.

This KBA 3032862 - SMS Workflow Fails With Reason: Maintain The Mandatory Contact Number For Recipients explains the current behavior.

Maybe you might have to use custom logic via SDK to meet your requirement.

Kind Regards,

Nishanth

[raghavendra_yadav]

Hi,

The KBA which you both have provided was created by the SAP, post my request. I have posted the same request in the influence portal (https://influence.sap.com/sap/ino/#/idea/263532/?section=sectionDetails) also but not sure, whether it will be considered for the enhancement. The SDK part is not considered as am not a developer and have to take the help of the developer to understand whether the same can be done or not. When the Telephone field was introduced, at that time it was maintained with the LandLine numbers and as time has been changed and the usage behavior of the Customers (mainly Individual Customers) got changed and the landline numbers have been replaced with the Mobile Numbers and the flexibility must be enabled within the sap c4c application too. SAP C4C is more flexible compared with the SAP CRM on-prem application but still rigid and not flexible in some areas like clubbing up the EMail & Telephone Numbers with Address details, enhancing the address section is not flexible etc. There are more incidents where the application requires to be more flexible.

Anyhow, thanks for your response. 🙂

[PrasanthArya]

refer :https://launchpad.support.sap.com/#/notes/3032862