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Configure Source field for a Service Ticket

Hi,

Is the Source field for a Service Ticket dropdown Configurable? My requirement is to add more values to this field.

I couldn't find it in Configuration. Let me know if you have worked on this.

Regards,

Abdul Rasheed

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1 Answer

  • May 03, 2017 at 05:55 PM

    Hello Abdul Rasheed,

    Good Afternoon,

    The Source field in the ticket is set based on the channel through which the ticket gets created. When creating from UI, it is set as 'Manual' . Also for CTI scenario, where customer calls via phone to C4C the agent would be able to create Ticket with Source 'Telephony'. All other types are not available to be set from UI, since it is related to the channels mentioned above.

    This is the expected system behavior. We provide only default options above in the dropdown of the Source Field of Tickets

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