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Telephony Tickets through CTI Subject "Call from"

Hello Experts,

The ticket Subject if created through telephone integration (CTI) is defaulted to “Call from: <phone number>” if created from the live activity pane directly. If the QC option in Live Activity is used it allows user to override the subject before save. This could be a common use case where the agent who attends the call would set the right Subject to the ticket or simply link the call to an existing ticket. But for the forme use case where the Quick Create is not used and the ticket is created directly, the Subject simply defaults to the above.

We have a requirement where the Subject of a ticket can be set to something else, statically or dynamically.

Workflow rules do not allow us set condition based on the “Channel”= Telephony, Channel ID is available to set in conditions, not Channel.

Can you think of any way to achieve such a requirement.

Keenly awaiting your opinions.

Thank you.


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  • Best Answer
    Posted on Dec 11, 2017 at 04:34 AM

    Dear Suraj,

    Posting this in the below site would be a better option as the product management can directly check your request and assess to add it in the future release.

    SAP Customer Influence Site :

    Thanks & Regards


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