Problem follow-up item from Service Order to Complaint in IC CRM 7

Hi gurus,
From a Z Interaction Center CRM 7 role (Front Office agent) create by ourselves, we need to create a follow-up complaint from a service order, exactly we need to create a CRMC transaction follow-up from a SRVO transaction. We have do the copying control between these two transactions.
The items categories that we use are, for SRVO transaction, the SRVS category (Product) and, for CRMC transaction, the COMP category (Complaint). We also have do the copying control between these two items categories.
In addition, we have defined the following item category determination when copying:
Source category: SRVS (Product)
Target transaction type: CRMC (Complaint)
Target item category: COMP (Complaint)
When we use a the CRM 7 role SERVICEPRO (Back Office agent), we can create a Complaint (CRMC) follow-up from a Service Order (SRVO) and immediately it appears a pop-up that allows to select the item of the Service Order to add it as a item of the Complaint. But when we use the Z Interaction Center CRM 7 role and do the same, we can't select this item, no pop-up appears.
Please, is it necessary to do some configuration for it? Our Front Office Agent has to be able to do it.
Regards,
Jesus

Hi Jesus,
I was suspecting this, we had a similar problem in CRM 6.0, i thought this is no more there in CRM 7.0. Well we had raised an OSS message for this and the reply was a development in the view or use the service pro view(sans)ICWEB apllications.
This happens with any followup you want to create in the ICWEB view since there is no pop up here.
I would suggest you to raise an OSS for this
Regards
Raj

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