When creating a Ticket, only two values are available.
Reproducing the Issue
Go to Service work center;
Go to Tickets view;
Click on the New button;
- Select the Field Source.
You will see 2 values on dropdown - Manual data entry and Telephony.
This is the expected system behavior. When creating a ticket manually, system will display only both entries Manual data entry and Telephony 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).
KBA , LOD-CRM-SRP , Service Request Processing , How To