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.

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

Keywords

KBA , LOD-CRM-LA , Live Activity , How To

Product

SAP Cloud for Customer add-ins 1802 ; SAP Cloud for Customer core applications 1708 ; SAP Cloud for Customer core applications 1711 ; SAP Cloud for Customer core applications 1802 ; SAP Hybris Cloud for Customer add-ins 1708 ; SAP Hybris Cloud for Customer add-ins 1711