SAP Knowledge Base Article - Public

2630008 - The Button to Create a New Follow-Up Item in a Phone Call is Greyed Out

Symptom

You want to create a new Follow-Up Item in a Phone Call but the button is greyed out.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Activities workcenter.
  2. Go to the Phone Calls view.
  3. Open any Phone Call.
  4. Go to the Related Items facet.

Result: In the Follow-Up Items section, the button New is greyed out so you cannot create a new follow-up item.

Cause

The Account associated with this Phone Call is not an active Account, for example when the Phone Call has been created from a Campaign Response that has no active Account.

Resolution

New Follow-Up Items can only be created for Activities that are associated with active Accounts.

Keywords

Follow-up item, related item, phone call , KBA , greyed out , cannot , grey , gray , LOD-CRM-ACT , Activities , Problem

Product

SAP Cloud for Customer all versions