3428309 - Ticket created after a Chat Interaction does not show in the Agent Desktop timeline

• You have create a from the Agent Desktop (side-by-side mode) new ticket, after a chat interaction
• The Timeline has the Chat entry, but not the newly created ticket

• SAP Service Cloud V1
• SAP Sales Cloud V1
• SAP Service Agent Console (Agent Desktop) Add-on

1. Connect to the Service Cloud tenant
2. Open the Agent Desktop
3. Accept a Chat Interaction
4. Confirm a Business Partner (BP)
5. Create a new ticket from the Agent Desktop (this opens the C4C ticket quick create)
6. Complete the ticket creation in C4C
7. Navigate back to the Agent Desktop and check the Customer Hub Timeline

• Object loading failure due to access denied ACL from ticket service.
• Cause attributed to Missing Processor Determination.
• Default assignment determination by the system based on:
  • Direct Responsible of Account.
  • Responsibility "Employee Responsible for Service Request".
  • Current User.
• Occurs specifically for ticket sources categorized as "Manual/Telephony/E-Mail".
• Not applicable to ticket source categorized as "Chat".

There are two options to resolve this mater:

1. 1. Determine Processor from other determination steps (Use Rules to determine Processor/team).
      • Please follow KBA ##2539770 - Determination of Ticket Routing Rules for Processor Party Role
      • Consider using step 3 and 10
   2. The other option is to create a PDI Solution to perform the determination based on your requirements

KBA , LOD-CRM-SBS-AC , Agent Console Add-on , Problem