Interaction record number is populating in"Related Knowledge Article" field

Hi,
I'm creating a Problem in IC....Once I click on save in problem management a interaction record will be created which was expected but the Interaction record number is Populating automatically in the "Related Knowledge Article & Related request for change" fields in the Problem management....No clue of where I need to change the things....Please advise...
KK.

KK,
It looks like the issue is with your document flow. Most likely the standard handler class CL_CRM_DOCFLOW_RUN_BTIL was replaced with some custom class. This is where SAP cleans up those follow up transactions (eg: IRs) which do not match the correct type requested (eg: Problem, KA). Check your config in:
Customer Relationship Management -> CRM Cross-Application Components -> Generic Interaction Layer/Object Layer -> Component-Specific Settings -> Business Transactions -> Define Custom Handler Classes for Business Transaction Model Nodes
If the class for object BTDocFlow has been replaced, look into the new class, specifically method GET_MULTI_ID. (Note that you have to append RUNBTIL to the structure name in this table to get the actual class). This method is where SAP does the cleanup work. If this method does not have all the logic that is available in the SAP standard class, then that is why your IRs are not getting filtered out when SAP is trying to find related Problems or Knowledge Articles.
Hope that helped. If not, let us know so that we can suggest another direction.
Rahul

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Hi Experts,
Am new to CRM Service profile.
Am working on CRM 7.0 EHP2 and am facing the problem in Suggest Knowledge Articles in Service Request.
To make enable the Multilevel Categorization i had maintained the following entries in the following path.
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Hi Ravi,
In the service request can you please remove the check find related object and then check, the system will then not determine the knowledge article, hence the check for find related object in the service request is required and mandatory, you can also remove the check in your second screen shot for knowledge article and check
Answers to your query.
Knowledge article definition in sap is given below
You can use this function to obtain information, such as how-to documents, user manuals, or FAQ, to process, for example, incidents, problems, and requests for change that your customers may report.
To interpret the above, if there was a problem reported earlier by a customer which you have captured through your categorization in your service request, once the problem was resolved a knowledge article was created and assigned to the categorization
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No: You need too go to the knowledge article assignment block and click on suggest knowledge article, you can read the help document given below on knowledge article
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Working with Knowledge Articles - Master Data - SAP Library
Kind Regards
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I would suggest we still use the Interaction Record Functionality in IC Web . So thi is what I am suggesting :
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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.
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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
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Hello, Sander.
First of all identify which view and component you use while confirming partner (e.g. which view/component Confirm button belongs to).
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ENDMETHOD.
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lr_objcomp_cust = ir_bupa_controller->get_objcomp_cust_instance( ).
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ENDIF.
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Interaction record number is populating in"Related Knowledge Article" field

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