Service request being created in CRM WEB IC

When an user creates an Interaction Record and then viewed any service request from the view Last five interactions from webIC the system is automatically creating an additional service Request.
Steps we follow
1. Open the Interction centre
2. Search (preferable who has previous service requests created)
3. Confirm employee.
4. SC interaction record screen is displayed
5. Bottom of the page, you see interaction history
6. Click on any of the service requests
7. Service request would be displayed
8. Go back using breadcrumbs
---> Problem, in activity clipboard of SC interaction, you would noticean employee request created.
Can any one help with a solution for this on an urgent basis, the business is being affected very seriously and SAP says they can't help
Note: Maximum points would be rewarded
Regards
Ravi

Yes,
The steps you mentioned are correct
1) Account Indentification
2) Interaction Record created and displayed
3) Select Service request from the Last 5 interactions from bottom on page
4) Selected one of the Service request
5) In Breadcrumbs dropdown I see
1) Employee(Service) Request(XXXXXXX) --- the one I selected from Interaction history and being displayed
2) Interaction Record (XXXX)*
3) Interaction Record (XXXX)*
4) Identify Employee
I click on breadcrumbs to go back or I press END without pressing SAVE
NEXT
Open the Interaction Record by searching for the same from INBOX
The NEW Employee Request (Service request) created is there
If I use breadcrumbs to go back and repeat steps 1--3 (account Identification to select Service request), it does not create one, it is for only the first time the additional request is created.
I hope I am clear....
Regards
Ravi
Edited by: Ravi Kakkereni on May 30, 2008 10:19 AM

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