SAP Knowledge Base Article - Public

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

Symptom

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

Environment

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.

Cause

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

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

The Account data gets copied from the Ticket to the Lead in this scenario, and only if no account is available is it allowed to use the "Use Existing Account" button in a lead.

Resolution

This is the expected system behavior.

Keywords

Lead ; Creation ; Account ; Ticket ; Edit , KBA , LOD-CRM-LM , Lead Management , How To

Product

SAP Cloud for Customer add-ins all versions