We recently upgraded our CRM 5.0 system from SP 6 to 14, and now we're having a problem with our Log text on service orders. Our text determination procedure is set up to copy the Log text from the interaction record to the Log text of the follow-up service order (both are text type SUZZ).
This is still working, but once any of the other texts (configured to be logged) are changed on the order, the Log text that was copied from the interaction is overwritten by the new text. Previously, the new text would be appended to the Log, but the original interaction text would still be displayed.
I looked at an example service order that was created before the upgrade. If I look at the Log text in IC Web, it only shows the text created on the service order. However, when I look at this order in the SAP GUI, the same Log text shows both the service order and interaction text combined.
So I have two questions:
1. How can I copy Log text from an interaction to a service order and not lose the text when the service order text is changed?
2. How is it possible that the Log text looks different in SAP GUI and IC Web?