Auto closure of Interaction Record

Hi,
How do I configure in the SAP CRM 7.0 system to automatically close Interaction Records that are linked to a Service Request when the Service Request is closed?

Hi,
as far as i know there is no configuration for this but you could acchiev this with development.
There are several ways. One way is to check the SRQ status in BADI ORDER_SAVE.
If the status is closed use Function module CRM_STATUS_CHANGE_EXTERN (system status) or CRM_STATUS_CHANGE_INTERN (user status) to close the interaction record.
Kind regards
Manfred

Similar Messages

Webclient Interaction record for R/3 sales order

Hi,
we need to capture the interaction record for each and every call related to order. we don't want to use the webclient or pcui sales order becuase of their limitations... we want all the feature of R/3 sales order like extended material search, purchase order type.... kind of fields and search help on them.
so what is the best way to approach if we want the order to be created in R/3 and capture the interaction record? would a regular BOR call from webclient for R/3 Sales Order would do it?
thanks,

I would suggest we still use the Interaction Record Functionality in IC Web . So thi is what I am suggesting :
1. Customer calls in for placing a Order
2. CSR receives the call ( CTI ) and Confirms the Account . Once Clicked on Confirm , you can auto navigate to Interaction Record View
3. CSR can capture whatever details , INtereaction Record Specific ( Like IR Type -> Order etc ) , and Save to create the IR .
4. Once Saved , You can dynamically make available , Button or Navigational Link 'Create Order' ( Will Only appear if IR Type is 'Order' etc ) .
Now Clickin on Create Order , you have different options
i) Launch into ECC ( VA01 ) using Transaction launcher to Create the Order
ii) If you are on CRM 5.0 , make use of the new CRM Sales Order Creation ( This Basically provides a very Intuitive BSP View , however the Orders are getting created in ECC Itself , No Replication required )
Hope this helps.

Attaching e-mails to the interaction record(Activity) via ERMS set up

Hi Experts,
                 1. Activity (Interaction record) to be created automatically on receiving an email.
                 2. Once the acitivity is created then it must be routed to employee responsible based on certain rules.
           For the above requirement we are trying to config ERMS.
During the creation of an activity it should be possible attach ( link ) the e-mail or documents to the interaction record via ERMS set up. Do we need to do any configuration to attach the e-mails to the interaction record (Activity) . Please provide inputs on this requirement.
Contributions will be highly appriciated. Thanks
Regards,
Lakshmana.P

Hello Lakshmana.P,
Typically you would not actually route an Interaction Record (IR). If some follow up action is required, it is a best practice to create a service ticket. The IR creation is more appropriate for situations in which ERMS can auto-respond with a solution to an easy question about e.g., shipping rates, return policies, retail locations, or whatever. There are default actions for routing service tickets, but not for interaction record.
Best regards,
John

CRM Interaction Record -- Mutilevel Categorization

Hi All -
What would be a possible use for implementing Multilevel Categorization for CRM Interaction Records if we are not implementing ERMS or CRM Service? Is it better reporting?
All available documentation point to either better functioning of ERMS (mail routing, auto response) or CRM Service (proposing templates, knowledge search)
Regards,
Pradhip.S

Hi,
It would depend of what do you want to achieve:
-Interaction Record should be used for "Interaction Center WebClient" Business Role as the main transaction type to register a contact/interaction with a customer for every channel (telephone/fax/email/face-to-face/chat, etc). Therefore the structure is simple: Description, note, a reason, a status and a priority.
-With a Service Request you are using a more structured transaction that will offer extra fields that are not available for a Interaction Record, such as:
-Two Multilevel Categorisation areas, usually for "Reason" (Subject) and for "Result" (Reason), that could be renamed to any requirement.
-Extra fields for processing such as Impact, Recommended Priority.
-Relationship with extra objects such as Related Problems, Related Request for Changes, Related Knowledge Article.
Additional a service transaction such as service request would offer:
-Find Related Problems.
-Find Related Knowledge Articles
-Autocomplete (to find automatically employee responsible/service team).
So basically you go option 1 or 2 depending of your requirement. If they are simple, you will have to configure less using an Activity (Interaction Record) rather than using a Service Request and then you would have to hide all fields that are not required.
Regards,
Lyda

Not directed to Interaction Record automatically after confirmation of BP

Hello Experts,
i'm currently working on a requirement to direct a user to the Interaction record creation view automatically after confirmation of an account and installed base. Consequently i have maintained following customizing setting within our account identification profile:
Account Navigation:
Object type = BT126_INR, UI Action = D
I have tested the following scenario's:
1. In case when i confirm an account AND installed then automatically the Interaction Record create view is being displayed --> OK.
2. In case when i confirm an account which is not linked to an Installedbase then nothing happens. --> NOT OK
3. In case when i confirm an installed base and the related account afterwards then nothing happens --> NOT OK
Can you explain why in situation 2 & 3 i'm not directed to the Interaction Record create view?
Regards, Sander

Hello, Sander.
First of all identify which view and component you use while confirming partner (e.g. which view/component Confirm button belongs to).
In general it should be ICCMP_BP_DETAIL component and one of its views: BuPaDetail, BuPaDetailB2B or BuPaMixDetailB2B.
For instance, let's take a look into BuPaDetail (for other views procceed in the same way).
In its event handler EH_ONCONFIRM there is such code at the very end:
* process further steps
CALL METHOD me->process_after_confirm
   EXPORTING
     ir_bupa_controller = lr_cucobupa.
ENDMETHOD.
Let's go futher and step into this method process_after_confirm. Here the check is started.
* navigate only if ibase has been confirmed or if ibase is not selected in customizing
lr_objcomp_cust = ir_bupa_controller->get_objcomp_cust_instance( ).
CHECK lr_objcomp_cust IS BOUND.
lt_bpcodeta = lr_objcomp_cust->get_bpcodeta( ).
IF lr_objcomp_cust->objcomp_defined( ) EQ abap_false.
   lv_navigate = abap_true.
ELSEIF ir_bupa_controller->is_product_confirmed( ) EQ abap_true.
   lv_navigate = abap_true.
ELSE.
   READ TABLE lt_bpcodeta WITH KEY auto_search = abap_true ASSIGNING <fs_bpcodeta>.
   IF sy-subrc <> 0.
*      auto search is not set for any component
     lv_navigate = abap_true.
   ELSE.
     IF <fs_bpcodeta>-search_approach IS INITIAL.
       lv_navigate = abap_true.
     ENDIF.
   ENDIF.
ENDIF.
And after that the system creates objects for navigation. In the above code they check settings made in SPRO -> CRM -> Interaction Center WebClient -> Master Data -> Define Account Identification Profile.
Hope this will help you.

Interaction Record Activity

Dear friends,
In my business scenario i create interaction record for every call to any customer and i create follow up activity like visit or appointment to this customer but some times i want the system to stop the user if he create two visits with the same time in any calendar of any employee.
Best Regards,
Mohamed

Hello Mohamed,
ORDER_SAVE Badi is called during saving. Here can you
implement (Meth CHECK_BEFORE_SAVE) your own coding / requirement.
Regards,
Reshma Rao

Follow up email creates a interaction record in business context area

Hi experts,
We have just upgraded system to 7.0. here we are facing a problem when we create a service order and save it.then we go to inbox and search for the service order->create afollow up activity->go to the action and send a follow up email.
Now as per requirement: once we send the follow up email it should appear in the business context area with status "out email"
but here once we send the email another interaction record is getting created in business context area and when we click on the interaction record we have the email with status"sent email" in the activity clipboard.
even If we go to SOST t.code we find the email which was sent is listed here.
if anyone has faced similar issue kindly suggest.
Thanking you in advance,
Deepa

Hi Joaquin ,
I have already gone through Notes 669072 scenario 1 and all teh customising is maintained properly.
The main issue is as per requirement when we send the follow up email it should not create a new interaction record and the sent email should appear in the business context area.
Regards,
Deepa

Status in Interaction Record update based on a follow up Business Transacti

Hi
I put in place within ICWC the Interaction record creation as initial step followed by a creation of a Service ticket.
I would like at the Completion of my service tickets the interaction record to be completed automatically as we dont want any agent to manually complete them.
Thanks in advance
Aurelien
CRM 4.0

Hi,
I tried to come back to the idea of the Status Completed as default when Interaction Record is created.
My scenario is:
Confirm BP
Confirm IBASE
Click Service ticket on the left Menu (Interaction Record Menu is not visible anymore)
then i am on the ticket...
I noticed different small problems:
1/ The service organisation determination is not trigger anymore at the ticket creation, it is triggered only when an update occur on the ticket, in my case only when the classification is filled.
2/ When i saved the ticket, the Interaction Record appears in the Business Context, when i click on it (it is completed straigh away), but an error is present in the Interaction record, CRM_ORGMAN - 039 (Enter an organizational unit (Service))
When i had set up my interaction record status profile with more than one status (not Completed straight away) the error number 2 never occured.
The error number 1 always occurs if i use the scenario in ICWEB:
When i use one transaction type to multiple transaction type as dependent business transaction type, in my case the transaction type linked to my Business transaction profile (interaction Rec) is ZS33, then as default Service Transaction in the Dependand transaction i used a ZEST.
Config done in SAP Implementation Guide -> Customer Relationship Management -> Interaction Center WebClient -> Business Transactions -> Define Business Transaction Profiles
In case that i used directly ZEST as the default transaction type for my Business Transaction profile the Org determination occurs correctly.
As anyone seen this problem before?
Or is there anything to do to transfer the org from the Interaction Record to the Service Ticket? is there a link?
I have been through all the topics about Interaction record but couldnt find anything related to my problem.
Thanks in advance
Aurelien

Follow up email creating a interaction record

Hi experts,
We have just upgraded system to 7.0. here we are facing a problem when we create a service order and save it.then we go to inbox and search for the service order->create afollow up activity->go to the action and send a follow up email.
Now as per requirement: once we send the follow up email it should appear in the business context area with status "out email"
but here once we send the email another interaction record is getting created in business context area and when we click on the interaction record we have the email with status"sent email" in the activity clipboard.
even If we go to SOST t.code we find the email which was sent is listed here.
if anyone has faced similar issue kindly suggest.
Thanking you in advance,
Deepa

Hi Joaquin ,
I have already gone through Notes 669072 scenario 1 and all teh customising is maintained properly.
The main issue is as per requirement when we send the follow up email it should not create a new interaction record and the sent email should appear in the business context area.
Regards,
Deepa

Object for interaction records, service tickets and follow-up activities

Hi,
I need business objects or Function modules(anything) that contains the data realted to interaction records, service tickets, and follow-up.Please help me by mailing to my mail [email protected]

My question was answered by Experts.
1.I tried with the code to retirve GUID,HEADER/ITEM Guid's related to the BPnumber from CRMF_ORDER_INDEX table.
2.I have stored header/item GUID's in different internal tables and append all the values that fetched above with in the loop.
3. Clear header/item guid's,that they can have next value in the loop.(Important)
4.Next step call the FM CRM_ORDER_READ with in the loop and assign import/export parameters.
4.Display the records.
Thanks for Everything.........

Interaction records,Service tickets,Follow-up activities

hi all!
I need objects (FM, BDocs...Etc...) that related to interaction records, service tickets, follow-up activities of the business partners.
can anybody help me out.
regards
sachin

My question was answered by Experts.
1.I tried with the code to retirve GUID,HEADER/ITEM Guid's related to the BPnumber from CRMF_ORDER_INDEX table.
2.I have stored header/item GUID's in different internal tables and append all the values that fetched above with in the loop.
3. Clear header/item guid's,that they can have next value in the loop.(Important)
4.Next step call the FM CRM_ORDER_READ with in the loop and assign import/export parameters.
4.Display the records.
Thanks for Everything.........

Follow-Up Dropdown Lists Not Appearing in Interaction Record

Dear SAP experts,
I have setup Interaction Record as the leading transaction in the WebIC. In the Follow-Up area, user should be able to select a list of Transaction Type from the drop down menu eg: Sales Order, Service Request etc. I have configured the following but the dropw down menu is still not showing any items. I can however see the items only in SAP GUI, but NOT in the WebUI.
1) Define Copying Control for transaction type eg: ZSIR (interaction record) --> ZSRV (service request)
2) Defined the Transaction Type
3) Defined Business Transaction Profile for ZSIR (interaction record) with Dependent Business Objects include ZSRV (service request)
Could anyone tell me what i am missing? Do i need to perform the copy control for Item Cat as well?
Please advice.
Thanks

I have not even come to that part yet. What i need now is the list of transaction types to be appeared in the Follow-Up drop down. How does partner determination cause whether the list appeared in the drop down or not. There's something really weird, when i unchecked the Settings for Activities for Business Activity Copy Control, one of the item does appeared in the drop down.

Error message when saving an Interaction Record: Document distributed

Hello experts,
We are currently getting error message: "Document is being distributed - changes are not possible" when saving an Interaction Record in Web IC (We use CRM 6 - 2007).
We've noticed that saving an interaction record triggers an outbound BDoc of type "BUS_TRANS_MSG". In order to prevent this BDoc to be generated, we deactivated the processing for the One-Order BDoc with transaction SMW3_0. However, this had the side effect that quotations were not replicated from CRM to ECC so we can't really use this approach.
Has anyone faced this issue before? Do you know how to fix it?
Thanks.

Hi
The initital status of Interaction record must ensure that transaction is not relevant for distribution. This ensures that CRM doesnot try to send the transaction to ERP through middleware.
Go to SPRO ->CRM -> Transactions -> Basic Settings -> Status Management ->Change Status Profile for User status
Here, select your status profile and click on the intiial status, scroll down and go to 'to be distributed' and select the radio button 'Forbidden'
This will solve the problem.
Many Thanks
Ravindra

Creation of Interaction Record - CTI Integration

Hello Experts,
I have an scenario with a SAP CRM-SAP CCtr( A.K.A. BCM) integration where the customer wants to see in the "Interaction History" assignment block just the Interation Records related to phone calls.
For all those IR created begining with a phone call (inbound or outbound) the interaction Record has an entrance in ET_DOC_FLOW structure with a field RELTYPE = CTIC which indicates this Interaction Record is a call phone. This is working fantastic in standard.
The problem comes with the following scenario:
If the IC Agent confirms the account BEFORE make a call, SAP CRM creates the Interaction Record document but if the IC Agent confirms the account and makes a phone call the Interaction Record has absolutely the same structures and data as if there wasn't any phone call after confirming the account.
The question is, do I have any way, structure, event, method or whatever to identify if after confirming the account there is any call made by the IC Agent?
Thanks in advance,
Emilio

Hi Lakshmana,
There is ERMS service very similiar with your requirement: AH_CREATE_IR (corresponding class: CL_CRM_ERMS_AH_CREATE_IR). Instead of searching the BP in the subject, it tries to find it by searching with the sender email address.
So, I would create a new service based on this one (including a new class based on CL_CRM_ERMS_AH_CREATE_IR) and assigned it to my ERMS service manager profile. Then I would adapt the new class to meet your needs.
Hope that helps.
Kind regards,
Garcia

ERMS: Creation of Interaction Record and Service Ticket

Hi All,
I am configuring the ERMS system (SAP CRM 2007). So far I am been able to get internal emails into the CRM system and the emails are getting routed to the respective agent's inbox based on the rule in Rule Modeler.
I have created rule for creating Interaction Record and Service ticket. However, Interaction Record and Service ticket are not getting generated. Also, I am not able to receive external emails (yahoo, gmail etc..) into SAPconnect.
Any input on these issues is appreciated.
Thanks & regards.

Hi Namita,
Same as the other thread, please make sure that the BP is identified for the incoming email and then only the creation of the IR/SO ERMS Actions will get executed with success.
I am not sure, whether you still face this issue ?
Thanks & Best Regards,
Vinod
Edited by: Vinod C on Mar 25, 2009 3:38 PM

Auto closure of Interaction Record

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