3573613 - Inconsistencies in Interaction Log Forms When Using Adaptation Mode vs. CTI Payload (Agent Desktop)

• The Adaptation Mode for the Interaction Log in the Agent Desktop of SAP Service Cloud Version 2 exhibits inconsistencies:
  • The Interaction Log that opens during an incoming call via the CTI widget does not reflect the user’s customizations.
  • Fields in the CTI-triggered Interaction Log cannot be edited in Adaptation Mode, leading to discrepancies between manually created and CTI-generated interaction logs.

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0

1. Modify the Interaction Log form using the Adaptation Mode.
2. Manually create an interaction and observe that the customized form appears.
3. Receive an incoming call via the CTI widget.
4. Open the Interaction Log that appears and compare it to the manually created log.
5. Attempt to edit the Interaction Log for the CTI-triggered interaction using Adaptation Mode.

System is working as designed.

The system is functioning as designed.

• The Interaction Log is intended for manually creating interactions when a CTI is not used.
• When an interaction is triggered via CTI, the system generates a payload to create the interaction.
• Due to the tight integration between CTI and the system, customization options are restricted. As a result, any adaptations made to the Interaction Log do not apply to the form used for CTI-triggered interactions.

SAP Service Cloud Version 2, Agent Desktop, interaction log, adaptation mode, CTI widget, inconsistencies, form, difference. , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem