SAP Knowledge Base Article - Public

2467889 - Only Two Values Available on Source Fields for Tickets

Symptom

When creating a Ticket, only two values are available.

Reproducing the Issue

  1. Go to Service work center;
  2. Go to Tickets view;
  3. Click on the New button;
  4. Select the Field Source.

You will see 2 values on dropdown - Manual data entry and Telephony.

Cause

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).

 

Keywords

KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP HYBRIS C4C ADDINS 1705 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711