SAP Knowledge Base Article - Public

3274289 - After creating a ticket from the Agent Desktop, the source of the ticket is set as Manual


  • 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 


  • SAP Cloud for Customer
  • SAP Cloud for Service
  • SAP Cloud for Sales
  • Agent Desktop

Reproducing the Issue

  1. Accept a phone call from the widget
  2. Confirm a Business Partner
  3. Go to Create -> Ticket
  4. Enter the ticket details and save
  5. Go to Services -> Tickets
  6. Find the above ticket and noticed that the Channel is set as "Manual"


  • 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.


  • 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
    1. Connect to C4C with Admin rights
    2. Go into Adaptation Mode 
      1. Click the user profile
      2. Click Start Adaptation
      3. Open the Quick Create screen 
      4. Then click the "pencil" to invoke the Ticket Quick Create Form Pane
      5. Expand the View, and select the "Source" Field
      6. Set the Source field to "Personalize" and "Set as Visible"
      7. 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


Chanels, tickets, determination of source, voice, telephone, phone call , KBA , LOD-CRM-SBS-AC , Agent Console Add-on , LOD-CRM-LA , Live Activity , Problem


SAP Cloud for Customer core applications 2211