SAP Knowledge Base Article - Public

2598093 - Ticket Is Created With Source And Channel As Letter

Symptom

You observe that a Ticket is created in the system with Source and Channel as 'Letter' and want to know how this Ticket was created.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to Service Workcenter
  2. Navigate to Tickets View
  3. Open the Ticket XYZ (Where XYZ represents the Ticket ID)
  4. You see that the Source and Channel are shown as Letter

LT2.png

Cause

During manual Ticket creation, the Source was selected as 'Letter'.

Letter: is a source for Tickets created manually to document complaints received as paper documents. This Ticket origin code was introduced in 1708.

LTC2.png

Resolution

This is the expected system behavior.

Keywords

letter, ticket source, channel, source, origin code , KBA , origin code , ticket source , letter , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer 1802 ; SAP Hybris Cloud for Customer 1711 ; SAP LE APPL.PLATFORM 1711 ; SAP LE APPL.PLATFORM 1802