Interaction record supress

[Former Member]

Hi,

I am trying to implement the BADI CRM_IC_IARECORD for suppressing creation of interaction records.The interaction record should get generated only when the user clicks on the interaction record work center.

I passed RV_SUPPRESS_IREC as true but then it suppressed the IR generation for even the interaction record work center.

What should be done in such a scenario?

Also in the BAdi when I pass RV_SUPPRESS_IREC as true and then return to service ticket i am getting a message 'Transaction Cancelled' and all fields are getting disabled.

Thanks and Regards

Shilpi

[Former Member · Accepted solution]

Hi,

Did you see the badi implementation "CRM_IC_IARECORD"?

The badi implementation judges if the inbox triggered the request of an interaction.

The following part is key point I suppose.

if lr_interaction->get_source( ) eq if_crm_ic_interaction=>source_agent_universal_inbox.

Hope it helps you.

Regards,

Fukuhara Yohei

[Former Member]

Hi Shilpi,

See below

Can the creation of an interaction record be avoided?

There is a BADI available to suppress the creation of the interaction record: CRM_IC_IARECORD

With this BADI it is possible to suppress the creation of the interaction record based on for example the interaction source (Inbox, Call List, ...). There is a sample implementation in the system that suppresses the creation of the interaction record for email interactions started from the inbox.

Be aware that without an interaction record the content of the activity clipboard cannot be linked when the interaction is ended.

When creating a dependent business transaction this BADI should not be used to suppress the creation of the interaction record as the interaction record is necessary for the creation of dependent business transactions. If this BADI would be used to suppress the interaction record, then the creation of a dependent business transaction will fail. - This could explain why your ticket creation is failing.

This is a copy from the following link

/people/gert.tackaert/blog/2008/09/04/everything-you-need-to-know-about-the-interaction-record-in-the-crm-interaction-center

Hope this helps,

Shiloo