Disable Interaction Record

Hi,
We are implementing IC Web Client with Service Add-On Extension.
I have couple of questions on IC Web.
1)Can we disable Interaction Record in IC Web Client?
2)Can we search a Service Ticket by NOTES field?(I think it is Content Management)
Thanks in Advance

I am not too sure about the search on service ticket using the Notes Function, but let me make an attempt at answering your question on Interaction Record.
The Interaction Record is central to the ICWC as it enables the system to know that an interaction has happened. So it might not be wise to completely disable the interaction record.
But you can play around with the Business Transaction profile to embed your interaction record within the Sales or Service Transaction. ( The customizing is explained in one of the slides of the CR410 course ).
So you can avoid creating an interaction record and a sales transaction for example seperately and have both of them embedded in on transaction.
Please let me know if you need more information

Similar Messages

Interaction record supress

Hi,
I am trying to implement the BADI CRM_IC_IARECORD for suppressing creation of interaction records.The interaction record should get generated only when the user clicks on the interaction record work center.
I passed RV_SUPPRESS_IREC as true but then it suppressed the IR generation for even the interaction record work center.
What should be done in such a scenario?
Also in the BAdi when I pass RV_SUPPRESS_IREC as true and then return to service ticket i am getting a message 'Transaction Cancelled' and all fields are getting disabled.
Thanks and Regards
Shilpi

Hi Shilpi,
See below
Can the creation of an interaction record be avoided?
There is a BADI available to suppress the creation of the interaction record: CRM_IC_IARECORD
With this BADI it is possible to suppress the creation of the interaction record based on for example the interaction source (Inbox, Call List, ...). There is a sample implementation in the system that suppresses the creation of the interaction record for email interactions started from the inbox.
Be aware that without an interaction record the content of the activity clipboard cannot be linked when the interaction is ended.
When creating a dependent business transaction this BADI should not be used to suppress the creation of the interaction record as the interaction record is necessary for the creation of dependent business transactions. If this BADI would be used to suppress the interaction record, then the creation of a dependent business transaction will fail. - This could explain why your ticket creation is failing.
This is a copy from the following link
/people/gert.tackaert/blog/2008/09/04/everything-you-need-to-know-about-the-interaction-record-in-the-crm-interaction-center
Hope this helps,
Shiloo

Interaction Record : How to make it non editable based on user status = Complete and on click of Save

Hi Guys
We have a requirement ,where we need to make the interaction record "not editable " when we set the user status to "Complete" and after "Save" button is pressed.
Please note that we can't make use of status profile settings as we have to enter some information after the status is complete , that means
after user selects status "Complete" he has to select the value from another drop down and then Save.
Standard offers such that once the Complete is chosen in dropdown the whole screen is frozen.
Once he saves it , the document should be locked(read only/non editable)
Any pointers ?
We tried "Set_view_Group_Context" and Order_Save BADI and we are not preferring disabling at attribute level as we might add few more attributes later.
Regards
Vinayak

Hello,
We had a similar requirement.
The best way we found was to implement the enhancement spot in the beginning of method LOCK_ORDERS of class CL_CRM_METHODS_BTIL. Here, you can prevent the user from editing a business transaction. Be aware this method is called for any BT, so you need to adjust your custom development accordingly.
Hope this helps.
Best regards,
Sylvain AGUETTAZ

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

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

How to see results for surveys in CIC Interaction record under script prfl?

Dear Experts,
In Interaction Record>Under Script tab> I have filled a survey-> upon entering all answers and saving->System showing a message, that survey has been sucessfully saved.
But I dont know where these surveys are getting stored. and I could not find the created survey or results next time when I opened the same Interaction record.
Kindly tell me where can we find the survey results, which is created under Script tab in Interaction Record.
Your suggestions will be highly appreciated
Best regards
Raghu ram

Hello,
Have you found solution to this case?
BR
Piotr

Disable Interaction Record

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