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

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