3772743 - channel name field not visible in some cases (case overview)

The "Channel Name" field is not visible for some Cases in the Case List.

SAP Service Cloud Version 2

1. Go to Cases Work Center
2. Observe full list of Cases
3. For some Cases the Channel Name field is populated and for other Cases it is not populated

The field "Channel Name" is populated only when a case contains an inbound email and the source of the Case is Email.  Cases without an inbound email (including migrated cases) do not populate this field by design.

1. Acknowledge the standard behavior: the "Channel Name" field is populated only for cases created from an inbound email.
2. For cases without an inbound email (including migrated cases), the field remains empty as designed.
3. If a product enhancement is required to populate the field for other sources, submit an improvement request via the Customer Influence portal: Customer Influence portal.

Customer Influence portal

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