View Interaction Records and Service Tickets in Interaction History

[Former Member]

Hi Guys

In the BP Account Overview in the WEB UI (Not the Interaction Call Centre UI), for the Interaction History view I want to see Interaction Records & Service Tickets.

Is it possible to view ?

Thanking you in advance,

Rama

[Former Member]

Hi Rama

You should be able to view all relevant transactions (including IR and ST) in the interaction history assignment block of the Account overview page in CRM WebUI.

Regards

Rupesh

[Former Member]

I know I should be able to see them but currently I cannot, is there configuration required to enable the viewing, currently I can only see outgoing emails and Service Order Quotations.

Rama

[Former Member]

Hi Rama

There is no specific Config for Interaction history. By default it display related transaction types.

Although there is one config which can probably have some effect:

IMG > CRM > Transactions > Basic Settings > Define Transaction Types

Open the transaction type for your "Service order quotations" and select "Channel" from dialog structure.

If any channels are maintained here then maintain same channels for your IR and ST aswell.

I hope this resolves your issues.

Regards

Rupesh

[Former Member]

Thanks Rupesh but there are no channels defined. I've checked the config and it does not seem to be the problem.

Any other suggestions?

Rama

[Former Member]

Hi Rama

I my system I noticed that all documents that are completed show up in Interaction history. So try completing (Status:Completed) some of your IR and ST.

I hope it works.

Regards

Rupesh

[Former Member]

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