Unlinking an InteractionRecord from a Service Ticket.

[Former Member]

Hi Gurus,

I would like to find out if it is be possible to remove the link between an InteractionRecord and a Service Ticket? In our scenario whenever we create a service ticket an interaction record will be created automatically along with the service ticket. But it is not happening all the times. Some times Interaction record won't be created along with the service ticket. Can any one tell me why this happens like this?

[Former Member]

Hi,

the interaction record is created in the IC Webclient everytime you confirm an account (for example with CTI integration).

The document you create for the confirmed account (in your case serviceticket) is linked to this interaction record. If no document is created after confirmation of account the interaction record is created without a link.

The servicetickets without link to an interaction record are not created in the ic-webclient i guess. If you create the service ticket in servicepro businessrole or in CRMD_ORDER there is no link to an interaction record.

I hope this helps.

Kind regards

Manfred

[Former Member]

Hi ManniF,

Thanks for your quick response. Here we are creating the service ticket under IC_AGENT role. Actually what happens in our case is whenever we open a Service Ticket in IC, sometimes all the servicetickets comes under business context of a service ticket. Can you tell me why the service tickets comes under business context of a service ticket.Can any one tell me how to restrict the service tickets under business context when I open a service ticket?

Edited by: MuraliKiran on Jul 2, 2010 12:18 PM

Edited by: MuraliKiran on Jul 2, 2010 12:20 PM

Edited by: MuraliKiran on Jul 2, 2010 12:23 PM

[Former Member]

Hi,

i never faced this issue.

But try this:

1st check in your Businessrole IC_AGENT what business transaction profile is assigned - the profile name is IC_BT.

Afterwards check in the customizing of IC Webclient this business transaction profile and change it if needed.

Kind regards

Manfred

[Former Member]

Hi ManniF,

What is Acitvity clip board? Do we need to do any configuration settings to supress the service tickets comes under business context when i opened a service ticket? Can we see the interaction record linked to a service ticket? If possible where we can see the IR linked to a service ticket?

Thanks,

Kiran.

Edited by: MuraliKiran on Jul 7, 2010 12:56 PM

Edited by: MuraliKiran on Jul 7, 2010 12:58 PM

[Former Member]

Hi,

i don´t know what an Acitvity clip board is in SAP CRM.

You can see the interaction record created for a service request in the assignmentblock "Interaction History":

BTDOCFLOW/HdrDocFlow

Kind regards

Manfred