SAP Knowledge Base Article - Public

3466993 - Incorrect Account Populated in Ticket Quick Create Despite Account Change in Agent Desktop


When switching from confirming Account "A" to Account "B" in Agent Desktop, then creating a ticket in the Customer Hub, the Ticket Quick Create screen fills the account field with Account "A" instead of Account "B". 


  • SAP Cloud for Customer
  • SAP Sales Cloud
  • SAP Service Cloud

Reproducing the Issue

  1. Go to Agent Desktop. Search for and confirm account "A".
  2. Create an interaction log entry and save it. Click "Search" and remove account "A" (X).
  3. Perform a new search for account "B" and confirm it.
  4. In the Customer Hub, click "Create" -> "Tickets".
  5. The Ticket Quick create screen opens up, but the account field automatically filled is that of account "A" and not account "B" as expected.


The system behavior is intentional and functioning as designed.


  • Use the "Change Customer" option instead of the 'x' to remove the account.
  • The 'x' only clears the search context without creating a new session linked to the newly confirmed account.
  • Utilizing the "Change Customer" option establishes a new session linked to the desired account, ensuring the correct account is populated in the Ticket Quick Create.


Agent Desktop, Customer Hub, Ticket Quick Create, Account, Change Customer, Session Linkage, wrong account, QC, Account Determination, Automatic, Addon , KBA , LOD-CRM-SBS-AC , Agent Console Add-on , Problem


SAP Cloud for Customer core applications 2405