SAP Knowledge Base Article - Public

2639795 - Outbound Phone Call Not Saved In Ticket

Symptom

You have triggered an outbound call from the ticket list but the phone call was not recorded in the ticket.

Environment

SAP Cloud for Customer

Reproducing the Issue

Prerequisite: You have already enabled outbound calls in the system, created an account and a ticket for that account.

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search for the ticket ABC (ABC represents the ticket ID).
  4. Move over to the Customer field > new window will show details of the account DEF (DEF represents the account ID).
  5. Click the phone number to trigger outbound call.
  6. Open the ticket ABC.
  7. Go to the Activities facet.
  8. Notice that there is no phone call saved.
  9. Go to the Customers work centre.
  10. Go to the Accounts view.
  11. Open account DEF.
  12. Go to the Activities facet.
  13. Notice that the phone call is saved.

You expect the outbound phone call to be shown both in the ticket ABC and in the account DEF.

Cause

You have created outbound phone call activity from the account DEF and not from the ticket ABC.

Resolution

To create a phone call which will be recorded in the ticket, it must be created directly from the ticket.

Steps:

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open the ticket ABC.
  4. Click the contact's GHI phone number to trigger outbound call (GHI represents the contact ID).
  5. Go to the Activities facet.
  6. Notice that the phone call is saved.

Keywords

Phone Call, Ticket, Outbound Call, Account , KBA , LOD-CRM-LA , Live Activity , How To

Product

SAP Cloud for Customer 1805 ; SAP Cloud for Customer add-ins 1802 ; SAP Cloud for Customer add-ins 1811