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Configure Source field for a Service Ticket

Mar 07, 2017 at 02:13 PM

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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

Fernando Fuhr
May 03, 2017 at 05:55 PM
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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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Former Member

How does system take letter and fax details however these values are not set by system from channel ?

Kind Regards

Damo

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