When creating a Ticket, only four values are available.
SAP Cloud for Customer
Reproducing the Issue
Go to Service work center;
Go to Tickets view;
Click on the New button;
- Select the Field Source.
You will see 4 values on dropdown - Manual data entry & Telephony & Fax & Letter .
When creating a ticket manually, system will display only 4 entries Manual data entry and Telephony and Fax Letter in the dropdown of the Source Field of Tickets.
- The Source field in the ticket is set based on the channel through which the ticket gets created. When creating ticket from UI, it is set as 'Manual'.
- For CTI scenario, where customer calls via phone to C4C the agent would be able to create Ticket with Source 'Telephony'.
- All other types are not available to be set from UI, since it is related to the other channels like (Chat, E-mail, Internet, Messagging or Social Media).
This is standard behavior, additional values in drop-down list cannot be added.
Ticket, Source field , KBA , LOD-CRM-SRP , Service Request Processing , How To