Dear Experts,
We are using CRM 5.0 and ICWC in order to manage service tickets. After creating a service ticket, users click on the Email View in order to generate an email. Automatically an interaction record and an email are created. I can see those 2 items in the Business Context View in the Service Ticket.
If we create a Service Ticket and come back later on to finish it off and generate an email, no links are created in the Business Context View in the Service Ticket (even if we were on change mode). But I'm not sure what the system does exactly. Sometimes an interaction record is created, sometimes not. It is bizarre.
In order to solve this issue, I'd like to understand how the system works. Any help would be greatly appreciated.
What does the system use in order to create an interaction record and an email when it is generated immediately after creating a service ticket?Is it normal to have 2 items in the Business context view (one for the Interaction record and one for the email)?
Why it doesn't work when it is not done immediately?
Thanks a lot
Stephanie