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author's profile photo Former Member
Former Member

Unlinking an InteractionRecord from a Service Ticket.

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?

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  • author's profile photo Former Member
    Former Member
    Posted on Jul 02, 2010 at 08:08 AM

    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

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