SAP Knowledge Base Article - Public

3126074 - "Use Existing Account" Button is Grayed Out When You're Trying To Create a Lead from a Ticket


You are trying to edit the button "Use Existing Account" when creating a new Lead from a Ticket or from an Unassociated E-Mail, however the button is grayed out.


SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to the Service work center.
  2. Go to the Tickets View  
  3. Open any Ticket.
  4. Click "+".
  5. Create a new Lead.
  6. See that the 'Use Existing Account' button is grayed out.

NOTE: the same behaviour is true for the scenario of creating a lead from an Unassociated E-Mail. The unassociated e-mail does not yet have an account maintained. When creating a lead from that object, however, the system expects a reference account and the 'Use Existing Account' is set to 'yes' and grayed out.


The creation of Lead via any reference object (such as Ticket or Unassociated E-Mail in this example) is not supported without an existing account.

The button can only be used during stand-alone Lead creation where there is no account involved yet.

The Account data gets copied from the obect the lead is being created out of, into the Lead (here, Ticket/ Unassociated E-Mail, however, the same is true for any other object). Only if no reference object (predecessor lead/ unassociated e-mail, etc.) is involved is it allowed to use the "Use Existing Account" = No button in a lead.


This is the expected system behavior.


Lead ; Creation ; Account ; Ticket ; Edit , KBA , LOD-CRM-LM , Lead Management , LOD-CRM-SRP , Service Request Processing , How To


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