3730342 - Cases by source/channel chart shows inactive or disabled sources in Cases overview

• In the cases overview (work center), selecting the chart view displays diagrams.
• The chart labeled 'Cases by Source/Channel' shows values for sources that are inactive or disabled in the system.
• Users see unused sources in the chart, which is confusing.

SAP Service Cloud Version 2

1. Navigate to the cases overview (work center).
2. Select the button on the top right to display diagrams/charts.
3. Observe that the 'Cases by Source/Channel' chart includes inactive/disabled sources.

Missing feature: the chart does not exclude disabled sources.

1. Note the current system behavior: by default, the 'Cases by Source/Channel' chart displays all case sources, including those that are disabled.
2. There is no configuration available to hide or exclude disabled sources from this chart at present.
3. If you require this capability, submit an enhancement request so other users can vote on it; Product Management will evaluate the change based on overall demand.

cases overview, work center, cases by source/channel, chart, diagrams, analytics, inactive sources, disabled sources, source settings, by design, missing feature, enhancement request, case source, reporting, visualization , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem