SAP Knowledge Base Article - Public

2772595 - It is not Possible to Create Phone Call Within Interactions Facet of Ticket

Symptom

A phone call can not be created from an interactions facet of ticket.

Environment

SAP Cloud for Customer.

Reproducing the Issue

  1. Logon in your system using fiori UI.
  2. Go to the Service work center.
  3. Go to the Tickets view.
  4. Search for ticket LMN (where LMN represents the ticket id) and open it.
  5. Go to the Interactions facet.
  6. You can see there is option for Email/SMS/Portal, but no option for creating phone call.

Cause

There is no Phone Call creation option in the ticket's interactions facet.From the Interaction facet, you are only able to create/send e-mail, SMS or portal interactions.

Resolution

If you want to created phone call, you need to create it from an Activities facet of the ticket .

  1. Open the Ticket LMN and go to the Activities facet.
  2. In the Phone Call section, click on the new phone call .
  3. Save the newly created phone call.

Now if you go back to Interactions facet, you will be able to see this newly created phone call activity listed here .

Keywords

New Phone Call , Tickets , Interactions facet , Activities facet , KBA , LOD-CRM-SRP-INT , Ticket Interactions , Problem

Product

SAP C4C ADDINS 1905 ; SAP Cloud for Customer add-ins 1902