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CRM Interaction Center - Multisession takes data to new session

Hi guys,

in my Service Request, I have a text area for notes. This text appears when I want to create a new service request in a new session.

These are the steps:

- I create a new Service request and enter some text in the text area

- I click on "New Session"

- I create a new Service Request in that new session

- The text from the text area of the service request I created in the first session, appears in the text area of the new service request of the second session.

Somehow the data is trasferred from one session to another one. Is there a way to turn this of? Do I have to clear some buffers in coding or similar?

This happens only with the text area.

Thank you and best regards

Chris

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5 Answers

  • Best Answer
    Dec 12, 2017 at 01:59 PM

    There is another more recent SAP Note 2288721 - AutoSave is not disabled for Interaction Center business roles which should also be implemented.

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  • Dec 06, 2017 at 02:05 AM

    Hi Christian,

    We also had the similar issue and but in our case customer data was being overwritten with another customer data. So we informed agents to stop using duplicate session function. This helped us to restrict the occurrence to some extent. Also note 1628185 - Reducing number of parallel IC sessions can be helpful for you. Also we made some custom coding around End session functionality to clear the buffers.

    Thanks,

    Sourav Biswas

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  • Dec 06, 2017 at 11:19 AM

    Hi Sourav,

    thank you for your answer. We really need the six posible session so reducing them is not an option.

    I thought there could be a possiblity to work on the "on_new_focus" of the context "bttext". Here the super method is commented out so maybe there is a general problem. But I can't find any information about this situation.

    Best regards

    Chris

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  • Dec 12, 2017 at 01:57 PM

    Hello,

    This sounds as if Automatic Save is enabled by mistake for your CRM Interaction Center Webclient role which should not be the case. Usually, data is not mixed up from different sessions. Can you check if SAP Note 2217626 Automatic save: Disable this feature for IC business roles is applicable for your system?

    Best Regards,
    Sigrid

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  • Dec 15, 2017 at 10:40 AM

    Hello,

    thank you very much for your answers. I will check those notes.

    Best regards

    Chris

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