Interaction History / Service Transactions

Hi All,
We are having crm 2007 and we are implementing the service scenario.
When we create a contrat 123 for a business Partner ABC. Normally the reference/Interaction history etc shall also be
displayed in the Business Partner. i.e. all the relevant service transactions relevant to Partner ABC.
Could anybody tell where can we set this in CRM 2007.
Regards,

hi,
try this
IMG>CRM>Master data >BP>Accounts and Contact Persons in the Portal-->Specify Display Options for Interaction History/Activities/Opportunities
Select the area as -
SAP_CRM_CUST_INTERACT_CENTER or your relevant area
and make the settings for interaction history. you should be able to se the Fact sheet details with dates
Cheers!
Please reward if helpful
Raj

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How to add ECC Sales Orders to Interaction History?

I have configured the Interaction History Profiles through IMG --> CRM --> IC WebClient --> Master Data --> Define Interaction History Profiles. In the profile, I added transaction type TA along with other custom transaction types. The new profile was assigned to the functional profile on the business role. However, I am unable to see any sales order history in the interaction history (but am able to see the other custom transaction types).
I made similar configuration changes to the account fact sheet. Here I followed instructions from this blog: http://sites.google.com/site/rupeshpatil/tweets/addsalesordertoaccountfactsheet . I used transaction type TA for the search display. The account fact sheet is able to retrieve the ECC sales orders without any problems.
I am also having the same issue with agent inbox search for sales orders, but this is not as critical.
The ERP Sales Order Profiles have also been set up to use the ECC client with document types OR and TA, and have been assigned to the functional profile on the business role. IMG --> CRM --> IC WebClient --> Business Transaction --> ERP Sales Order --> Define Profiles for Sales Order

Hi Jerry
Check class CL_CRM_IC_IHISTSEARCH_IMPL (the view controller's class), method SET_ALLOWED_BT_OBJECT_TYPES, you'll see these values hard-coded.
Allowed Business object types:
    gc_object_type-businessactivity TO me->gt_object_type,   " BUS2000126
    gc_object_type-service          TO me->gt_object_type,   " BUS2000116
    gc_object_type-lead             TO me->gt_object_type,   " BUS2000108
    gc_object_type-sales            TO me->gt_object_type,   " BUS2000115
    gc_object_type-complaint        TO me->gt_object_type,   " BUS2000120
    gc_object_type-task             TO me->gt_object_type,   " BUS2000125
New from CRM 7.0
    gc_object_type-opportunity      TO me->gt_object_type,   " BUS2000111
    gc_object_type-incident         TO me->gt_object_type,   " BUS2000223
    gc_object_type-problem          TO me->gt_object_type,   " BUS2000224
    gc_object_type-contract_sales   TO me->gt_object_type,   " BUS2000121
    gc_object_type-contract_service TO me->gt_object_type.   " BUS2000112
Rupesh

Interaction history search problems

Hi Gurus,
Good day,
I am having problem when i save a service ticket its getting saved 3 times 2 times as business activity with blank description and one time as customised transaction, and when i search in interaction history its not showing anything but the record exsists in the table.
Regds
Jitender

Please check below thread if it helps:
http://scn.sap.com/thread/3351726
Thanks
Kumar

How to enhance Interaction History Search in CRM 2007?

Hi experts,
Is there any BADI available to enhance the existing Interaction History Search in IC Agent Profile?
Thanks and Regards,
Rohit

Dear Rohit,
Using the below steps you can quickly find out the BADIs related to any transaction.
1) Put a breakpoint in the FM SXV_GET_CLIF_BY_NAME
2) Run your transaction(e.g. Interaction History Search). It will stop at the breakpoint you have in the above FM.
3) Chekc the value of the Fm parameter name. This will contain the BADI names.
Alternatively you can get the BADI names the following way
1)Go to the method GET_INSTANCE of the class CL_EXITHANDLER and put a break point there.
2) Run your transaction(e.g. Interaction History Search). It will stop at the breakpoint you have in the above method.
3) Chekc the value of the filed exit_name. This will contain the BADI names.
Hope this helps.
Regards
Anupam
Edited by: Anupam Koley on Aug 11, 2008 11:55 AM
Edited by: Anupam Koley on Aug 11, 2008 11:57 AM

How to make the ERP orders visible in the interaction history????

Hi All
I am working on CRM 7.0, I am not able to find the ERP Orders created for business partners under the interaction history assignment block. How to make it visible
Regards
Jacopo Francoise

Check class CL_CRM_IC_IHISTSEARCH_IMPL (the view controller's class), method SET_ALLOWED_BT_OBJECT_TYPES, you'll see these values hard-coded.
Allowed Business object types:
gc_object_type-businessactivity TO me->gt_object_type, " BUS2000126
gc_object_type-service TO me->gt_object_type, " BUS2000116
gc_object_type-lead TO me->gt_object_type, " BUS2000108
gc_object_type-sales TO me->gt_object_type, " BUS2000115
gc_object_type-complaint TO me->gt_object_type, " BUS2000120
gc_object_type-task TO me->gt_object_type, " BUS2000125
New from CRM 7.0
gc_object_type-opportunity TO me->gt_object_type, " BUS2000111
gc_object_type-incident TO me->gt_object_type, " BUS2000223
gc_object_type-problem TO me->gt_object_type, " BUS2000224
gc_object_type-contract_sales TO me->gt_object_type, " BUS2000121
gc_object_type-contract_service TO me->gt_object_type. " BUS2000112
Rupesh

Change History of Transaction and BP in webclient

Hi,
Does SAP GUI functionality of seeing change history of Transactions and Business Partner exist in IC WebClient CRM4.0?
I've seen this functionality in CRM4.0 service Add-on.
Regards,
Asheesh

Hello Pradeep,
For sure you will not find the last changed date, owner, last change time in BEx for a particular formula or a BEx component. So do not invest time in looking at BEx.
You were on the right direction by looking at the reporting components tables .
I believe that in the below table (RSZCOMPDIR - Directory of reporting components) you will be able to find last changed date, owner, last change time . Kindly click on the image below to get a better view.
Regards,
Ashutosh Singh

Interaction history in ICWC not showing dates

Hi,
The interaction history in ICWC(CRM 5.0,SP8) is not showing the date of the interactions viz., service ticket, interaction record. Is there any setting to be done for this? Please guide.
Shridhar

hi,
try this
IMG>CRM>Master data >BP>Accounts and Contact Persons in the Portal-->Specify Display Options for Interaction History/Activities/Opportunities
Select the area as -
SAP_CRM_CUST_INTERACT_CENTER or your relevant area
and make the settings for interaction history. you should be able to se the Fact sheet details with dates
Cheers!
Please reward if helpful
Raj

Where the INTERACTION HISTORY for the BP are stored in SAP CRM

Hi all,
We are using CRM 7.0 EHP1.
In the WEBUI, under Accounts, we are seeing the Interaction history as seperate assignment block. Like wise we are seeing the same assignment block with details for Contact, Employee etc.
Where these Interaction history is located in BP transaction for the same Account or Contact or Employee. If not, pl suggeest in which tables these info are stored in CRM.
Regards
ISWARI.

Thanks Stephen for your response.
Indeed we are not deleting entries in any environment, except for the sandbox, would be preposterous . This was just to know the dependencies on tables as we needed a quick answer and which is why we thought lets see if CRMD_PARTNER is the only table from where it comes from or is there another one.
Is there a quick way to know about the table that a particular BOL object interacts with instead of checking the code in its handler class, which could be time consuming.
Cheers
Nikunj

Interaction history under Account Management not showing all quotes

We just noticed that when you look at a customer's account in the PCUI and look at the interaction history tab, not all quotes for this specific account show up.
Has anyone experienced this before and if so, what is the issue??
Thanks.

I also noticed that this occurs in the CRM GUI as well. If you search for all business transactions for a specific soldto and the amount is greater than 100, it only returns the first 100. I assume this is what the PCUI does by default.
Is there a way to return all the transactions?

Open service transactions in ICWeb

Hi all
I have a scenario that an IC Agent needs to open 2 Service transactions for the same Account at the same time.
For Example: a contact person is called and wants to Open Service Order for 2 products. The classification is different and so the other data.
Does the ICweb Client give a Solution for this scenario?
Thanks for your reply!

Hi
You Should use business transaction profile that have Interaction record and then DEPENDENT transaction your service order.
if you do not want the users to see the IR you first implement the status profile to default "closed" and do not show it on the navigation bar.
Now after confirm
one Service Order is open.
if you want to open another Service Order you should press "NEW" button and new service order is opened.
when you press END
2 Service Order is Opened & 1 IR.
If you confirm Account and do not navigate to Service Order 1 IR will save when you press END.
The logic is that all incoming call will save.
I create Z incoming call with status profile that have "closed" default.
Merav

Navigation from interaction history to UIU lead screen

Hello,
I can't navigate from interaction history to UIU lead transaction screen.
I changed a navigation profile's Generic OP mapping from IC_LEAD to TBT108M_OV.
After that, when I select a lead transaction from lists,
the screen is navigated to component "BT108H_LEA"
with an error message "Component BUS2000108 called with wrong object".
Though the screen is successfully navigated, lead cannot be shown in the screen.
Does anybody know how to change navigation of Interaction history?
Does anybody try to use badi CRM_IC_NAVI_BADI?
I haven't try to use the badi yet, because firstly I'd like to try it without development.
Regards,
Fukuhara Yohei

I've got solved the issue!
I redefined code in method "OP_DEFAULT" of class "CL_ICCMP_BT_INRHISTRESULT".
There is a coding for opportunity in the method.
I added lead to transaction category judgment as follows.
old code *****
IF lv_object_type_s = 'BUS2000111'.
old code *****
new code *****
IF lv_object_type_s = 'BUS2000111' or 'BUS2000108'.
new code *****

Partner functions relevant for interaction history

Hello Experts,
We want to register projects in our CRM system. One of the main requirements is that all partners involved in this project (both internal and external) and that the project is shown in all the BP's interaction history.
We've copied standard transaction OPPT and use the prospect and it's contact persons to log the main partner of the project. This is working fine, as well as the internal project members.
Problem is that external BP's (like e.g. contractors and their contact persons) can be added to the project, but when we check the interaction history of there partners, this project is not visible.
I've tried to use different partnerfunctions for these BP's, but so far none of them have the desired effect.
Does anyone know if there are certain partnerfunctions I can use to make sure the project is shown in their history as well, or is there another way to make this happen??
Thanks in Advance.
Regards,
Alex van Vondelen

Hi,
WYT3 as written above will contain the link.
1/From the link you get the partner and the partner function.
2/ With the partner function, you can determine accurately the partner type (table TPAR)
3/Now where are the accurate phone and address !!
3.1/ customers KNA1 => which provide a short info. More accurate is the address attached to it (table ADRC, ... )
3.2/ vendor LFA1=> which provide a short info. More accurate is the address attached to it (table ADRC, ... )
3.3/ contact person: KNVK. => which also provide a short info. More accurate is the address attached to it (table ADRC,ADRP, ... )
Take into account that Function modules do exist to read easily these data.
Hope this helped a bit

Customizing "Interaction History" in Account View

Hello Experts
I want to customize "Interaction History" in the Account View. I only want to see Activities. At the moment i also see Opprotunities and other Transaction Types. How can i customize, which Transaction Type is shown in "Interaction History".
I tried Custumizing View CRMV_ACC_1O_CUST. But here i can only customize the time range.
Regards, Sven

You can use something like this in DO_PREPARE_OUTPUT method:
DATA:
    lr_col     TYPE REF TO if_bol_bo_col,
    lr_node    TYPE REF TO if_bol_bo_property_access,
    lr_core    TYPE REF TO cl_crm_bol_core,
    lr_wrapper TYPE REF TO cl_bsp_wd_collection_wrapper,
    lr_entity TYPE REF TO cl_crm_bol_entity.
DATA:
    ls_struct TYPE crmt_bsp_activity2_bp.
typed_context->builactivity->build_table( ).
lr_node = me->typed_context->builactivity->collection_wrapper->get_current( ).
lr_col ?= me->typed_context->builactivity->get_collection_wrapper( ).
WHILE lr_node IS BOUND.
    CALL METHOD lr_node->get_properties
      IMPORTING
        es_attributes = ls_struct.
    IF ls_struct-process_type = 'Z001' AND
       ls_struct-concatstatuser NE 'Completed'.
       lr_node = lr_col->get_next( ).
    ELSE.
      lr_col->remove( iv_bo = lr_node ).
      lr_node = lr_col->get_current( ).
    ENDIF.
ENDWHILE.

BP interaction history does not show all the activities in portal

Hi Experts,
We have a problem in application CRMM_ACCOUNT when we go to BP interaction history does not show all the activities in portal as it is thr in activities screen.
Regards,
Mark

Hi Glenn Michaels,
Thanks for your response , If I look at the activities tab there were more activities than on the interaction history tab .
In allowed channels for transaction type we have 3 channels.
Can you guide me what to do next?
Regards,
Mark

How customizing "Customer Interaction Search - Interaction History

Hi,
I want to customizing the search for "Interaction History". I'm using standard Navigation Bar Entre named "INTERACTION_HISTORY".This entry call link "InteractionHistoryView".
In Interaction History you can filter by "Show". This field has CRM Lead, Business Activity, CRM Order,Sales, Services Process and task. I want to remove CRM Order and CRM lead.
Any idea?
Regards,
Lyda

Hello Lyda,
In version 4.0 and version 5.0, I didn't found any customization for that.
This because if you check class CL_CRM_IC_IHISTSEARCH_IMPL (the view controller's class), method SET_ALLOWED_BT_OBJECT_TYPES, you'll see this values hard-coded.
So, for achieve this, we did some development to filter the entries in this view (copy the view, replace it in runtime profile, replace the controller class...)
Kind regards.
Bruno

Interaction History / Service Transactions

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