SAP Knowledge Base Article - Preview

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

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 


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Environment

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

Product

SAP Cloud for Customer core applications 2211

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

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