Empty ticket creating in Interaction Center
Hi All,
As i am new to SAP CRM Technical, i need help.
User is able to create a new service ticket in Interaction center. and ticket with number is getting created and saving data in SAP. Issue is.. when user edits the existing ticket and save it, it creates a new empty ticket instead of editing.Why this is happening? PLease help me
Thanks
Subin
The standard behaviour should be like that:
New business transactions: If you create a new business transaction, then an interaction record should be created
Editing of existing business transaction: After pressing END, if you search for a business transaction for example in agent inbox and just edit it (without creating an E-Mail, or navigating to Interaction Record view), really just edit the business transaction and then press END, then no interaction record should get created.
If in your system without enhancement an interaction record gets created for use case (2) then you might open an support incident and ping me the number.
You might also check my blog http://scn.sap.com/community/crm/interaction-center/blog/2014/09/16/tracking-customer-interactions-a-new-feature-and-end-is-your-friend for some background information.
Best Regards,
Sigrid
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To add a comment, please log in or register on the top of this page and choose Reply. Please write your comment in English.
You can also go back to the SAP help page.The SAP CRM Interaction Center combines separate processes
Communication Process via various channels, e.g.
E-Mail (CRM 7.0, EHP1, EHP2, EHP3):
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