SAP Knowledge Base Article - Public

2543905 - How To Associate an Incoming Call With an Already Existing Ticket


How to associate an incoming call with an already existing ticket.


This is expected system behaviour.


  1. Open ticket ABC from the Live Activity pane (ABC represents the name of the ticket ).
  2. Select the Activities facet.
  3. Click on the Actions icon.
  4. Select the Add Reference option.
  5. Select the relevant phone call activity created for the inbound call.
  6. Save your changes.


KBA , SRD-FIN-ACR , Receivables , How To


SAP Cloud for Customer add-ins 1802 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer add-ins 1711 ; SAP LE APPL.PLATFORM 1708 ; SAP LE APPL.PLATFORM 1711 ; SAP LE APPL.PLATFORM 1802