CRM Interaction History Issue

[Former Member]

Hi All,

I have an issue wherein some ACC Agents log in to CRM role but when he/she views the Interaction History only his/her name is being shown under Assistant column. But when I verify the same by logging into the role, going to the interaction history of the same account under Account management-> Acc Overview, I get the list of all the interactions that have happened for latest one month for all the agents.

So this issue has been occurring for few agents. I checked the component workbench went to the specific role key, but couldn't find any parameter or filter that would restrict the view from showing only for the agent that has logged in. Also I checked the SPRO config for interaction history but couldn't find anything worth it.

So to summarize, the agent logs into the role in web ui, opens up a user account but when checking the interaction history, the agents name who has logged in is shown under assistant column, but otherwise it's working fine for me.

The User screen after logging in:- ACC Agent Marlene can see her own logs under Assistant

Another user Debra can see her own logs under Assistant

Now when I log in as an ACC Agent, I can see all the agents.

So agents should be able to view the record for all the agents apart from their own too.

Kindly help me with some pointers as to how to isolate the issue.

Thanks and Regards,

Ramdas Nair

[former_member29927]

Hi Ramdas,

Are you using Data Retrieval Parameters?  You can check the customizing in the following path:

Carry out the following IMG activity:

Customer Relationship Management

-> Master Data

-> Business Partner

-> Specify Display Options for Interaction History/Activities/Opportunities'.

The Interaction History will depend on the settings maintained here.

I hope this helps

Regards,
Brendan