You are trying to edit the button "Use Existing Account" when creating a new Lead from a Ticket, however the button is grayed out.
SAP Cloud for Customer
Reproducing the Issue
- Navigate to the Service work center.
- Go to the Tickets View.
- Open any Ticket.
- Click "+".
- Create a new Lead.
- See that the 'Use Existing Account' button is grayed out.
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.
This is the expected system behavior.
Lead ; Creation ; Account ; Ticket ; Edit , KBA , LOD-CRM-LM , Lead Management , How To