Confirm account does not work - reinitionalization is blocked

[Former Member]

Hi Experts,

when confirming an account in Interaction Center (Web Cliente 5.0) the bottom "reinitialization" is blocked.

Also, you can tread any activity, having other BP as central BP. The account in the view BP (top-left of standard IC Web Client) does not change.

The confirmation of BP is very important, because we need to show BP-related information, e.g. en Marketing Atributes in Script.

Ideally, every time we are opening activity in Agents Inbox, the central partner should change. I understand, that this is the standard behavior. But it does not work in our case.

We have a Account perfil (CRMC_IC_BPPROF) without IBase and also without contact person (szenario: B2C) as it is corresponding to our clients business.

We are working with a marketing szenario without "Sold-to-party", products or IBase. Maybe for this reason we are facing the confirmation problem??

What can we do to solve it? Any idea what is missing.

best regards,

Cristina

[BGarcia · Accepted solution]

Hello Cristina,

If it helps, we had a similiar behaviour on version 4. At the time, we found notes 850441 and 850442 that answered to our problem.

From what I've understand, the main reason to the disabling in our version, was because when you confirm an account, an interaction is created and the partner functions are calculated. If you confirm, reset and confirm another account, some of the partner functions of the old account will still remain in the new one, which causes inconsistent data.

The notes are not intended to version 5. But since crm5 is very similiar with crm4, I would ask on sap support if this notes are also applyable to version 5.

Kind regards,

Bruno

[Former Member]

Hi Bruno,

Thanks for your explaination. Now, I understand the funcionality of IC better. Note 850442 was very helpful.

Cristina