You observe that a Ticket is created in the system with Source and Channel as 'Letter' and want to know how this Ticket was created.
SAP Hybris Cloud for Customer
Reproducing the Issue
Go to Service Workcenter
- Navigate to Tickets View
- Open the Ticket XYZ (Where XYZ represents the Ticket ID)
- You see that the Source and Channel are shown as Letter
During manual Ticket creation, the Source was selected as 'Letter'.
Letter: is a source for Tickets created manually to document complaints received as paper documents. This Ticket origin code was introduced in 1708.
This is the expected system behavior.
letter, ticket source, channel, source, origin code , KBA , ticket source , origin code , letter , LOD-CRM-SRP , Service Request Processing , Problem
SAP Cloud for Customer add-ins 1802 ; SAP Cloud for Customer core applications 1711 ; SAP Cloud for Customer core applications 1802 ; SAP Hybris Cloud for Customer add-ins 1711