SAP Knowledge Base Article - Public

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

Symptom

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

Environment

 SAP Cloud for Customer

Cause

This is expected system behaviour.

Resolution

  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 More icon.
  4. Select the Add Reference option.
  5. Select the relevant phone call activity created for the inbound call.
  6. Save your changes.

Keywords

Phone Call, Tickets, Add Reference, Inbound Call , KBA , LOD-CRM-LA , Live Activity , How To

Product

SAP Cloud for Customer core applications all versions