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Former Member

Rex 3.4 visit activity journal pre-populated

Dear Team,

I have an odd issue appearing up in our customer system.

Our customer field sales users use SAP Retail Execution (Rex) app in their Apple iPads to perform the business processes; We have SAP mobility (Rex, SMP) connected to back-end SAP CRM and ECC systems.

In one of the business processes the users use the Rex app for capturing the customer visit (calls) details for their territory aligned customers and the visits are pre-associated with one or more activity journals (surveys/questionnaires) so that once the visits (activities) are checked in by the Rex users then based on the back-end business processes one or more activity journals/surveys pop up for the customer and user needs to fill-up the survey questions-answers and submit before checking-out the visits;

To have this process in place we do download the activity journals using the standard SAP program /MAC/RS_SVY_JRNL_DOWNLOAD to push the new Journal Template Type and Journal Template from CRM to SMP successfully.

Now the issue we are seeing here is for some (not ALL) users and their associated customers when the user is opening a visit activity from the Rex pad they are seeing that the activity journal is already filled up (appearing with a green tick in Rex pad) for the user. When the back-end SAP CRM system is checked for that visit activity we see that associated activity journal/questionnaire/survey is still open and not yet completed. But this is not the case when seen from device end; the issue can be reproducible using another device with the same user credentials. Also when the SMP database is checked for this visit data we see that the survey is appearing as completed;

This is a surprising issue because the activity journal which is appearing as pre-populated/pre-completed even before the visit activity itself is checked-in by the user is basically still appearing as open at the back-end SAP CRM system.

Also to resolve this issue we tried downloading the activity journal using the standard SAP activity journal download program for the particular activity partner (or customer) for which the issue is observed and interestingly this resolves the issue.

Now currently we are investigating the root cause of the issue as the temporary workaround is already available and working so would like to know from this forum about any specific reason behind this odd behavior.

Also since the issue resolution is taking place as and when we come across of this issue so the root cause will definitely help us to stop facing this issue for any users/customers/visits.

Any inputs or information would really help us to identify the root cause;

For technical details, please note that we are using the following systems:

SAP CRM 7.0 Ehp 2

SMP 3.0 (PL06)

SAP Rex 3.4

Apple iOS 10.3.1




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