SAP Knowledge Base Article - Public

2598093 - Ticket Is Created With Source And Channel As Letter


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

  1. Go to Service Workcenter
  2. Navigate to Tickets View
  3. Open the Ticket XYZ (Where XYZ represents the Ticket ID)
  4. 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 , letter , ticket source , origin code , 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