SAP C4C - How to extend "Source" field in ticket with Custom Values

[former_member589351]

Dear Gurus,

I hope I can get some expert advice on my scenario.

Our requirement is to enhance the "Source" Field in a Ticket with Custom Values.

Is it even possible to extend a standard code list ? We would like to extend the CustomerTransactionDocumentDataOriginTypeCode data type that contains source of tickets (Manual data entry, Internet, E-mail, Social media, Chat, Telephony and Messagging).

How can it be extended, standard or Custom?

Please advise

Thanks in advance.

[tamitdassharma · Accepted solution]

Hello Venkat,

Enhancing the source field in a ticket with custom values is not possible at present. SAP has not provided a fine tuning activity for the extending the value of the source field, probably because the SAP has provided 13 standard type of Customer Transaction Document Data Origin.

1. BoT
2. Chat
3. E-Mail
4. Fax
5. Internet
6. IoT
7. Letter
8. Maintenance Plan
9. Manual data entry
10. Messaging
11. Other
12. Social Media
13. Telephony

What I would suggest is that you add a custom field to the Additional information section next to the source field and write your custom business logic using SAP cloud application studio to fill this field depending on the value of the source field.

Considering your requirement to add more Customer Transaction Document Data Origin types other than the standard ones. You need to fill the custom field when standard source is set to others.

Let me know if this helps you in achieving your functional requirement.

[Former Member · Accepted solution]

Hi Tamit Kumar,Is it possible to enhance channel field instead then?

[tamitdassharma · Accepted solution]

Hi s34krish,

Could you be more explicit about your query?

[former_member814115 · Accepted solution]

Hello Tamit,

how can I configure Source field ? Because there are only 4 standart source value in Default

I want to add all of 13 source values. I searched fine tunning (CustomerTransactionDocumentDataOriginTypeCode) But I couldnt make visible all of source content.

How can i make visible all source values in Source list field?

Please advise

Thanks in advance.

[dmorales100]

HI,

help me please, I need to find this cod list on C4C, I searched in Bussines configuration but I didnt find this

thanks and God bless 😃

[AnkushPashine]

Hello ,

When creating a ticket manually, system will display only 4 entries Manual data entry and Telephony and Fax Letter in the dropdown of the Source Field of Tickets.

• The Source field in the ticket is set based on the channel through which the ticket gets created. When creating ticket from UI, it is set as 'Manual'.
• 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 other channels like (Chat, E-mail, Internet, Messaging or Social Media).

=>This is standard behavior, additional values in drop-down list cannot be added hence not available any BC FT for it.

Hope this answered !!

Thanks and Regards,

Ankush.

[Former Member]

Thanks Tamit!

[Former Member]

Hi Tamit,

What I mean is that there are options to add channels to source 'Email' as well as 'Social Media'. New channels can be added to these sources. My question is if this is possible with other Sources as well such as 'Internet'?

[tamitdassharma]

Hi Ding Dong,

I don't think so it is possible. As channels make sense in case of Email & Social Media. However for a better understanding you can raise a consulting incident with SAP, the experts of the CX Suite Channels will cater to your query.