Symptom
- You are using the Agent Desktop Add-on
- After receiving a phone call, you created a new ticket but when checking the ticket under Service -> Tickets, you noticed that the ticket channel is set as Manual
- Your expectation is that the channel be something like Phone or Telephony
Environment
- SAP Cloud for Customer
- SAP Cloud for Service
- SAP Cloud for Sales
- Agent Desktop
Reproducing the Issue
- Accept a phone call from the widget
- Confirm a Business Partner
- Go to Create -> Ticket
- Enter the ticket details and save
- Go to Services -> Tickets
- Find the above ticket and noticed that the Channel is set as "Manual"
Cause
- System is working as designed
- There is no automatic source determination of a ticket based on a phone call
- When creating a ticket from the Agent Desktop, such a process will be considered a manual ticket creation.
Resolution
- When creating tickets from a phone call via the Agent Desktop, the agent is expected to manually select the source of the ticket before saving said ticket
- If the "Source" field does not exit in the Quick Create view, the administrator needs to add this via Adaptation Mode
- Connect to C4C with Admin rights
- Go into Adaptation Mode
- Click the user profile
- Click Start Adaptation
- Open the Quick Create screen
- Then click the "pencil" to invoke the Ticket Quick Create Form Pane
- Expand the View, and select the "Source" Field
- Set the Source field to "Personalize" and "Set as Visible"
- Once done, go back to the User Profile, and End Adaptation
- Once the source field is added, the expectation is that the Agent will need to change the source to "Telephony"
- For the list of supported source values, check KBA 2467889 - Only Four Values Available on Source Fields for Tickets
See Also
- 2467889 - Only Four Values Available on Source Fields for Tickets
Keywords
Chanels, tickets, determination of source, voice, telephone, phone call , KBA , LOD-CRM-SBS-AC , Agent Console Add-on , LOD-CRM-LA , Live Activity , Problem
Product
SAP Cloud for Customer core applications 2211