Auto creation of ticket from phone call interaction ticket

[former_member736463]

We have a business requirement to auto-create tickets from inbound phone call interactions.

Any ideas on how to proceed on this?

[former_member590177]

Hi Swati

We have achieved this with a customised version of the SAP CTI Adapter. So when the Adapter is called, it calls C4C OData API and creates a ticket, then sets that ticket ID in the CTI Payload.

If you don't want to customise the adapter, as you need the source code from SAP, you could redirect your CTI calls to an intermediary application that creates the ticket then calls the adapter, passing the ticket ID. One method for calling an intermediary I described in the blog below. This intermediary, that could be a .net application for example, could then be used to create the ticket and the pass that ticket ID to the adapter. That will require your users to install an additional bit of client code as this would run client side. How you do this really depends on your specific CTI implementation.

Configuring CTI screen pops to pass to the CTI Adapter | SAP Blogs

We are also looking at how to automate ticket creation directly from Live Activity Center using code in SDK but that's still a work in progress. Let me know if you are interested in that and I'll share the proposed design with you.

[mjveerhuis1]

Hi Swati,

Are you using the Live Activity Center functionality. Then you should be able to do this. Of course you always confirm your customer first and create a ticket from the Live Activity Center screen

https://help.sap.com/viewer/5d3ae4aa1f174b2cb6ec625c93ef8884/CLOUD/en-US/78c6043dab07489f8d22f963236...

This is not fully automated. With workflow rules of course and a good page layout you can of course limit the clicks for the initial ticket creation.

MJ