Symptom
- 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
Environment
- SAP Service Cloud V1
- SAP Sales Cloud V1
- SAP Service Agent Console (Agent Desktop) Add-on
Reproducing the Issue
- Connect to the Service Cloud tenant
- Open the Agent Desktop
- Accept a Chat Interaction
- Confirm a Business Partner (BP)
- Create a new ticket from the Agent Desktop (this opens the C4C ticket quick create)
- Complete the ticket creation in C4C
- Navigate back to the Agent Desktop and check the Customer Hub Timeline
Cause
- 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".
Resolution
There are two options to resolve this mater:
-
- 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
- The other option is to create a PDI Solution to perform the determination based on your requirements
- Determine Processor from other determination steps (Use Rules to determine Processor/team).
Keywords
KBA , LOD-CRM-SBS-AC , Agent Console Add-on , Problem
Product
SAP Cloud for Customer core applications 2311