CRM Interaction Record

Dear friends,
I want to ask please how can i control the interaction record, for example the default business transactions that created automatically when i click on button "follow up".
Best Regards,
Mohamed

Hi Mohamed,
You can do this settiings in the customization 'Copying Control for Business Transactions'.
Regards
Leon

Similar Messages

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

CRM Interaction Record Activity

Dear friends,
In my business when i create follow up transaction in interaction record ,a business activity transaction is created automatically with the follow up transaction so i want to prevent the automated transaction from being automated.
Best Regards,
Mohamed

Mohammad
As Joaquin & Andrei mentioned, you can definitely suppress the creation of interaction record. The side effect of switching off the interaction record is that the content of activity clip board cannot be linked.
To overcome this we need to implement the BADI : CRM_IC_PRCSCTRL_BADI, Method : IS_LINK_ACTION_ALLOWED
This will fix the Problem.
Many Thanks
Ravindra

Not able to attach the scanned document with Interaction Record in SAP-CRM

Hi Experts,
I have a scanned document and I am trying to attach it with Activity in Interaction Record.
I maintained the document ID refering to scanned document in table TOA01 with interaction record guid; however the attachment gets displayed in SAP-CRM GUI but i am not able to see the attachment in SAP-CRM GUI.
Please help if someone has encountered a similar issue or propose a way to attach the document with acitivity in interaction record.
Regards,
Amit Gupta.

Hello Amit,
I am not able to understand your requirement correctly. Are you trying to attach the Document as a Attachment to the Interaction record (or) trying to attach it as a Archive Link Document??
If you could give me more info.. I think I will be able to assist you with this as I have worked in this area...
Cheers..
Anand

SAP CRM 5.0 - capturing iObject details in interaction Record - urgent

Hi every body,
Pl let me know how to capture iObject in Interaction Record, where to capture...is it standard functionality of SAP CRM 5.0. I am unable to find.
Reason I am asking is: I want to create service order as a follow-up from interaction record. In this service order I will add item level service products required for this ibase.
In Service Order there is a field to capture iObject ID, but I want this to be populated automatically when I create service order from interation record. Hence I need to know how and where to capture iObject in interation record. In case any OSS notes are there to be applied, let me know. In case development is required let me know.

Thanks Rekha
Your guidance has help me sovle this problem, changed the Determination Rule to 14000148 and this tested succesfully.
Many Thanks again - max points awarded.
Regards
Panduranga

Finding CRM Order number from Interaction Record number

In our scenario when a CRM Order is created, an interaction record also gets simultaneously created. If I want to find out the Order number based on the corresponding interaction record number, how will I achieve it through linking tables?

Hi,
Use FM CRM_ORDER_READ and check ET_DOC_FLOW.
Hope this helps!
Best regards,
Caíque Escaler

SAP ISU BP Contact - CRM Activity - CRM IC Interaction record

Hi All -
I have a cookbook which talks about migrating SAP ISU BP Contacts into CRM Activity.
Now, my question is if I do this, will this show up as a interaction record against the customer in the IC WebClient in CRM?
We are considering a design where billing supervisors will enter a BP Contact in ISU when customers directly call them about a bill. Later, if this customer calls the Cust Service Rep, we want this interaction to be visible to the CSR who will only use the CRM Webclient.
So, I guess indirectly my question is,
"Is a CRM Activity the same as an CRM WebClient Interaction record"?
or
"Is a CRM WebClient Interaction record a type of CRM Activity"?
Thanks in advance for taking your time to answer this.
Regards,
Pradhip.S

Hello Pradhip,
the CRM IC Interaction Record is technically a CRM Activity with a certain transaction type. You can configure the replication of IS-U Contacts that the created activity is shown in the Interaction Center as Interaction Record. So you will be able to see the IS-U Contacts created in ERP - for example within a Front Office Process - in CRM as replicated Interaction Records.
Kind regards,
Christian

Replication of Interaction Record from CRM to ISU

Hi All,
We have a requirement to replicate the interaction record from CRM to ISU. Requirement is such that we have to keep the BP Contact number same as the object Id of the Interaction Record in CRM. Currently we are using CRM 5.2.
Any suggestion.
Regards,
Manish

I mentioned EMIGALL because that's the ISU migration workbench... and if there is a need to create BP contacts with external number range, that's definitely when transferring data from the legacy system into a brand new SAP system. So: as I don't have an ISU system available right now, may you please kindly check if migration object BCONTACT allows external numbering? If yes: you get your function module. If no: I guess that's because this is not supported by SAP.
More information about EMIGALL can be found here:
[Migration workbench cookbook|https://websmp208.sap-ag.de/~sapdownload/011000358700000500572009E/Guideline_ISMW.pdf]
Regards,
Nicolas Busson.

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

Error while serching by employee responsible in CRM Interactive reportong.

Hello,
CRM interactive reporting experts ,
i am getting a error while serching records in report using employee responsible as filter criteria .
This error only come when the employee is assign to an org Unit .
please help me if any one faced this issue and help me to resolve. it is really high priority to me.
attaching error detail .

Hi Dev,
You may need to check the authorization error if any in SU53.
As soon as you get this error, try to check SU53 in CRM GUI.
Regards,
Mandeepak

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

How to trigger an SMS after creation of Activity / Interaction Record

Dear Experts,
Our Client requirement is to trigger an SMS immediately after creation of an Interaction Record. I want to define an Action for this.
But what processing type should I use for SMS, (like Method Call, Smart Forms Mail / Fax / Print and Workflow). We are using an external service provider domain to send SMS to our customers. It has been configured in SCOT.
But from CRM configuration front there is no specific processing type for SMS. then how system reads telephone number from the BP master.
Kindly help me to resolve the issue, your suggestions will be highly appreciated.
Best regards
Raghu ram

Raghu,
In your case you could copy a "print" action method class and create a z-version. Then modify the print action method so that the smartform output triggers a call to your output type.
Or you could just code a new method that creates a new BCS send request using the CL_BCS document and your output type.
It just depends on how whether you want to use smartforms to build the message or build it in some other method.
Take care,
Stephen

Behaviour of Activity Clipboard of Interaction Record

Hi everyone,
I have observed a weird behaviour of Activity clipboard in CRM Interaction Center. Below are the steps I followed:
Confirmed the account in the Interaction Center. Opened Interaction Record
After performing my actions in the Interaction Record, saved the Interaction record by clicking the "SAVE" button on the Interaction Record screen.
Closed the browser(without clicking on END button on the IC).
Opened CRM WebUI and opened this new Interaction Record, I do not find any of the items in the Activity Clipboard. It is completely blank with no items.
But if I click on "END" button on the Interaction Center and then check the Interaction Record later through Inbox , I can find the items in the Activity clipboard. I need to understand if this is a standard behaviour of CRM Interaction Center that clicking END button is mandatory for saving the Activity clipboard items into database? Or Do I need to apply some SAP Note to fix this issue?
Please suggest.
Thanks,
San

Hi San,
Yes, clicking END button is mandatory to finish the customer interaction in SAP standard. Here the activity clipboard and all changes on the business objects which have been made during the cutomer interaction are saved.
Best Regards,
Sigrid

CRM Interaction Record

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