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3574703 - Incorrect Source Type for Cases Created from Agent Desktop<p></p><p>*** The Updated value: ***</p>Incorrect Source Type for Cases Created from Agent Desktop

Symptom

  • Issue:
    • The system incorrectly assigns the source as Manual instead of Phone or Chat when cases are created directly from interactions.
    • When creating a case as a follow-up from a phone call or chat interaction within the Customer Hub via Agent Desktop, the Source field of the case is incorrectly set to Manual or MANUAL DATA ENTRY.
  • Expected Behavior:
    The source should automatically reflect the interaction type—Telephone or Chat—based on the selection made in the Interaction Log or the nature of the inbound interaction from the CTI integration.


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Environment

SAP Service Cloud Version 2 1.0

Keywords

Case source incorrect, Agent Desktop, Follow-up interaction, Manual source, CTI integration, SAP Service Cloud V2, Telephone source, Chat source, Source Settings , KBA , CEC-CRM-AD , Agent desktop - live channels , Problem

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