SAP Knowledge Base Article - Public

2467889 - Only Five Values Available on Source Fields for Tickets

Symptom

When creating a Ticket, only five values are available.

Environment

SAP Cloud for Customer

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 5 values on dropdown - Manual data entry & Telephony & Fax & Letter & Chat

Cause

When creating a ticket manually, system will display only 4 entries Manual data entry and Telephony and Fax Letter  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 (E-mail, Internet, Messagging or Social Media).

Resolution

This is standard behavior, additional values in drop-down list cannot be added.

Keywords

Ticket, Source field

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

Product

SAP Cloud for Customer core applications all versions