Interaction Record ticket to Email

Hi Experts
I am stuck with this problem:
I create a service ticket from ICweb, so first an interaction Record is created then service ticket created.
Let's say the service ticket is passed to somebody else to have a look, so with the inbox i look at all tickets created and go back to the one just created. Now I want to send an email from this ticket to the customer, the problem is the creation of the email triggers the creation of a new interaction record, and the BP of my service ticket is not passed to this interaction.
Is there a standard way to achieve the copy here from Ticket to Interaction record for the partners as the copy control doesnt seem to work...
Thanks in advance
Aurelien
System: CRM 4.0

With CRM 7 this problem won t exist anymore...

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Create interaction record to an incomming email

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We are upgrading CRM 5.0 to CRM 7.0.
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Could some can help me with the steps to achive the above fuctionality?
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Babu

Hi Arden,
Thanks for the information.
Now I am able to create interaction record for incomming email, but i have below concrens in this.
1. How can i get the email subject as interaction record description? what are the seetings need to be performed for the same?
2. How can i attach/append the reply of the email to original interaction record?
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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.
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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.
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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 ?
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Edited by: Vinod C on Mar 25, 2009 3:38 PM

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.
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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.
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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

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.
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My question was answered by Experts.
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Best regards,
Patrick

HI ,
Currently even i was unable to find the solution for the inbound email attachment , i can see the attachment in the email, while processing email attachment is not automaticallly link to Interaction record.
Even if log in to SAPGui and transation it does't contains attachment .
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Best Regards,
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Copy Service Ticket Description to Interaction Record Description Field

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With CRM 7 this problem won t exist anymore...

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                 1. Activity (Interaction record) to be created automatically on receiving an email.
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During the creation of an activity it should be possible attach ( link ) the e-mail or documents to the interaction record via ERMS set up. Do we need to do any configuration to attach the e-mails to the interaction record (Activity) . Please provide inputs on this requirement.
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Regards,
Lakshmana.P

Hello Lakshmana.P,
Typically you would not actually route an Interaction Record (IR). If some follow up action is required, it is a best practice to create a service ticket. The IR creation is more appropriate for situations in which ERMS can auto-respond with a solution to an easy question about e.g., shipping rates, return policies, retail locations, or whatever. There are default actions for routing service tickets, but not for interaction record.
Best regards,
John

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?
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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
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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

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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.
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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

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

Multi Level Categorization in Interaction Record

Hello Gurus!
We are implementing CRM 7.0 and setting up multi level categorization for interaction records and service ticket. I have managed to set up all the required config and the categorization schema in Web IC. It is working in service ticket. However, for interaction record in web IC, the problem is that in the Categorization Tab, there are no fields showing up. I tried adding the fields but there seems to be none similar to service ticket where the fields for Level 1, Level 2, etc... can be seen.
Have you got any idea on how to make the Level fields show up in the interaction records so we can test the multi level categorization for IR?
Thanks!

Glen,
I have gone into IC manager role and used categorization schema and i cannot see my customized Catalog for Business activity.
I have checked Category of the catalog which i have manually created and it is "Activity-reason" .
I have tried using the default catalog and added my Codes into it and created Scema but i do not see the categorization in Web IC and more over the Subject feild is in active. I have added the code groups and code feilds and they are displaying a error message.
Thanks Amar

Dates for Interaction records and other Business Activities in IC (CRM2007)

Hello,
I noticed that for interaction records or follow up business activities the dates are not displayed at all in the IC. Is there a way make the configured dates (in date profile) visible in the IC?
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Patrick

Hi Raghavendran,
I am facing the same problem. Other than Appointments,Tasks,Email and Interaction record I cannot create any other Activities.
I defined a new Transaction type assigned the category Misc but cannot create the Activity on WEBUI. As Raja suggested I have also assigned the Channel as WEBUI and ICWEBCLIENT but still does not work. Is there any Role specific customization that needs to be performed?
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Any help will be greatly appreciated.
Thanks,
Pooja

Interaction Record ticket to Email

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