3572765 - Case Source is set to Chat

Cases that were not created by Chat are having Chat set as the source of the Case.

SAP Sales Cloud and SAP Service Cloud

1. Go to Cases.
2. Create a Case.
3. Open the Case.
4. In the Case Details the Source is listed as Chat.

The Source(Code) field is not visible to users on the Case creation screen, thus cannot be set manually. In such a scenario the Case Source gets defaulted to a random value.

Make the Source(Code) field visible to users on the Case Creation Screen via Adaptation Mode.

1. Go to Case
2. Enable Adaptation Mode
3. Select Create Case
4. Select the edit pencil and add the field Source(Code)

You can also set a default value for the Source in the Case creation screen by creating a Pre-hook Determination Rule for the field "{origin}" inside the Extensibility Settings for Case entity

Case, Source, Origin, Chat , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem