View Interaction Record not associated to BP

Hi,
We are using IC WebClient Interaction Record to log issues. process followed is as below
IC Agent -> Go to Interaction Record --> use IR to log issue > Go to Email> send Interaction Record thru email to a dedicated ID.
But if the Interaction record is not associated to BP,can we trace it? Where can we view the Interaction Records for agents.. the ones that did not pertain to any particular BP
All help is welcome
Warm Regards
Sulakshana

The Interaction Record is associated with the transaction type configured for IC Web Client.
Each interaction record will be assigned with transaction number,you can see the transaction number as soon as you create it in the IC Web Client.
You can even create a interaction record without associating it to BP's.
So you can find the Interaction record in the system table
crmd_orderadm_h based on the created user and transaction type.
You can even open the Interaction record in the wingui activity management.
Thanks,
Thirumala.

Similar Messages

Interaction Record Notes Table

Where does the Note field of Interaction Record stores ??
We are trying to extract the interaction history of business partners into BW.
is there any BW info object is associated with this?
Thanks,
Thirumala.

Thirumala,
The interaction record is another type of business transaction. The default type I believe is '0010'. The notes on the interaction record are stored I believe in the standard SAP text management tables STXH, and STXD.
To extract this try using the object: 0CRM_SALES_ACT_1. However the long text does not get sent over to BW. I think this info object will work the best because most interaction records usually are considering activities.
I have not tried this so it may or may not work.
Good luck,
Stephen

View Interaction Record as per user

Hi All,
I want to view all the interaction record as per the user. Let me clear about this.
I hv configure the agent inbox profile and assign the quick search to it. But still I am not getting the interaction record as p[er the user. I f I log in In some user name Ex:-xxx I should see only the interaction record under user XXX. Can anybody let me know the answer.
Thanx
Chinmaya

Hello Chinmaya.
Well, that depends on your business logic.
I only had implementation scenarios, where users had the need to consult it's customer historic interactions. So in this case, it doesn't matter who was the user that treated a past interaction record... they are free to view it, as long they belong to the same group responsible.
In your scenario, you just want to be available a search for the interaction records created by the logged user, or restrict all possible searches to documents created by the logged user?
Kind regards.

Interaction Record : How to make it non editable based on user status = Complete and on click of Save

Hi Guys
We have a requirement ,where we need to make the interaction record "not editable " when we set the user status to "Complete" and after "Save" button is pressed.
Please note that we can't make use of status profile settings as we have to enter some information after the status is complete , that means
after user selects status "Complete" he has to select the value from another drop down and then Save.
Standard offers such that once the Complete is chosen in dropdown the whole screen is frozen.
Once he saves it , the document should be locked(read only/non editable)
Any pointers ?
We tried "Set_view_Group_Context" and Order_Save BADI and we are not preferring disabling at attribute level as we might add few more attributes later.
Regards
Vinayak

Hello,
We had a similar requirement.
The best way we found was to implement the enhancement spot in the beginning of method LOCK_ORDERS of class CL_CRM_METHODS_BTIL. Here, you can prevent the user from editing a business transaction. Be aware this method is called for any BT, so you need to adjust your custom development accordingly.
Hope this helps.
Best regards,
Sylvain AGUETTAZ

How can I find table names for Interaction Record

Hi
I need the table names for Interaction Record Notes, Description Field, Reason Code & IC Agent. Please assist.

Hi Sunglad,
The header data of the interaction record (incl. description) is saved in table CRMD_ORDERADM_H.
The reason code can be found in table CRMD_SRV_SUBJECT.
The connection between CRMD_ORDERADM_H and the CRMD_SRV_SUBJECT is rather complex:
CRMD_ORDERADM_H --> CRMD_LINK --> CRMD_SRV_OSSET --> CRMD_SRV_SUBJECT
get transaction guid from crmd_orderadm_h.
get guid_set from crmd_link where crmd_link-guid_hi = transaction guid and objtype_set = 29.
select guid from crmd_srv_osset where guid_set = guid_set found above in crmd_link table.
select * from crmd_srv_subject where guid_ref is in all guid's found above.
The text can be found in table STXH. I guess you need a function module (READ_TEXT) to
retrieve the text.
Hope this helps.
regards,
Wim Olieman

Not directed to Interaction Record automatically after confirmation of BP

Hello Experts,
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
Can you explain why in situation 2 & 3 i'm not directed to the Interaction Record create view?
Regards, Sander

Hello, Sander.
First of all identify which view and component you use while confirming partner (e.g. which view/component Confirm button belongs to).
In general it should be ICCMP_BP_DETAIL component and one of its views: BuPaDetail, BuPaDetailB2B or BuPaMixDetailB2B.
For instance, let's take a look into BuPaDetail (for other views procceed in the same way).
In its event handler EH_ONCONFIRM there is such code at the very end:
* process further steps
CALL METHOD me->process_after_confirm
   EXPORTING
     ir_bupa_controller = lr_cucobupa.
ENDMETHOD.
Let's go futher and step into this method process_after_confirm. Here the check is started.
* navigate only if ibase has been confirmed or if ibase is not selected in customizing
lr_objcomp_cust = ir_bupa_controller->get_objcomp_cust_instance( ).
CHECK lr_objcomp_cust IS BOUND.
lt_bpcodeta = lr_objcomp_cust->get_bpcodeta( ).
IF lr_objcomp_cust->objcomp_defined( ) EQ abap_false.
   lv_navigate = abap_true.
ELSEIF ir_bupa_controller->is_product_confirmed( ) EQ abap_true.
   lv_navigate = abap_true.
ELSE.
   READ TABLE lt_bpcodeta WITH KEY auto_search = abap_true ASSIGNING <fs_bpcodeta>.
   IF sy-subrc <> 0.
*      auto search is not set for any component
     lv_navigate = abap_true.
   ELSE.
     IF <fs_bpcodeta>-search_approach IS INITIAL.
       lv_navigate = abap_true.
     ENDIF.
   ENDIF.
ENDIF.
And after that the system creates objects for navigation. In the above code they check settings made in SPRO -> CRM -> Interaction Center WebClient -> Master Data -> Define Account Identification Profile.
Hope this will help you.

Notes in Interaction Record

Hi Experts,
We are working on CRM 2007 as frontend and ISU as backend.
When we Generate an interaction record in the Interaction Center,
there is an option of viewing Notes History of any BP.
The notes are viewed in a textarea which is declared in the component 'ICCMP_BT_IRHIST'.
Now this textarea is declared in the html page but cannot be seen as context node/ attribute of the implementing class.
However, the value is being filled.
We want to see where and how the value is being updated.
Any ideas?
Thanks and Regards,
Ravi Bhatnagar

Hi Bhatnagar,
All the notes inserted in interaction records follow the rules defined in your Text Determination procedudure assigned to your transaction type.
You can give more information of Text Management in
SPRO > CRM > Basic Functions > Text Managemet and http://help.sap.com/saphelp_crm60/helpdata/en/09/d46e39c8d2117be10000000a114084/frameset.htm
Regards,
Heber Olivar

Unable to View Follow up Transactions in Interaction Record

Hello All,
I have created a prospect performed the lead transaction on the prospect from the IC Role, the interaction record gets created as per the customization settings maintained, I have also performed a follow up meeting request on the lead transaction however in the follow up tab of the Interaction record, the transaction type, description and employee responsible are all blank, please advice what customization settings I need to perform for the same
Kind Regards
Atul

Hi Atul,
As indicated by Garcia, the follow up view on the interaction record view set only allows creation of follow up transaction and is not indicated to display already created follow up transactions.
You can enter data, like "description" in the follow up view and
press button "Follow Up" for Quick Create: here a new follow up transaction is created in the background for the entered data and added to the activity clipboard. To display the business transaction, you can click on the link in the activity clipboard
click on link "Follow Up Details": a follow up transaction is created with the data but user automatically navigates to the corresponding view to enter additional information. Also in this case, the follow up transaction is added to the activity clipboard.
You might check KBA 1781481 for troubleshooting follow up transaction and note 2039600 which introduces display of the activity clipboard in the navigation bar.
Best Regards,
Sigrid

Follow-Up Dropdown Lists Not Appearing in Interaction Record

Dear SAP experts,
I have setup Interaction Record as the leading transaction in the WebIC. In the Follow-Up area, user should be able to select a list of Transaction Type from the drop down menu eg: Sales Order, Service Request etc. I have configured the following but the dropw down menu is still not showing any items. I can however see the items only in SAP GUI, but NOT in the WebUI.
1) Define Copying Control for transaction type eg: ZSIR (interaction record) --> ZSRV (service request)
2) Defined the Transaction Type
3) Defined Business Transaction Profile for ZSIR (interaction record) with Dependent Business Objects include ZSRV (service request)
Could anyone tell me what i am missing? Do i need to perform the copy control for Item Cat as well?
Please advice.
Thanks

I have not even come to that part yet. What i need now is the list of transaction types to be appeared in the Follow-Up drop down. How does partner determination cause whether the list appeared in the drop down or not. There's something really weird, when i unchecked the Settings for Activities for Business Activity Copy Control, one of the item does appeared in the drop down.

Not able to attach the scanned document with Interaction Record in SAP-CRM

Hi Experts,
I have a scanned document and I am trying to attach it with Activity in Interaction Record.
I maintained the document ID refering to scanned document in table TOA01 with interaction record guid; however the attachment gets displayed in SAP-CRM GUI but i am not able to see the attachment in SAP-CRM GUI.
Please help if someone has encountered a similar issue or propose a way to attach the document with acitivity in interaction record.
Regards,
Amit Gupta.

Hello Amit,
I am not able to understand your requirement correctly. Are you trying to attach the Document as a Attachment to the Interaction record (or) trying to attach it as a Archive Link Document??
If you could give me more info.. I think I will be able to assist you with this as I have worked in this area...
Cheers..
Anand

IC Webclient -- "Reason" field non-editable in "Interaction Record" view

Dear All,
I am working on CRM 5.0, IC Webclient. I have created a business transaction profile, and attached "Business Activity (0010)" as the transaction type.
Now in the CIC screen, after clicking the "Interaction Record" hyperlink in the navigation bar, the "Interaction Record" view has the fields "Reason" and "Result" greyed out. However, in SAP GUI, the "Reason" field is editable and also has values in the drop down.
Please guide.
Your help would be greatly appreciated and rewarded.
Regards,
Khushboo

Thanks All,
I found out a solution for the same.
Regards,
Khushboo

Interaction Record History & Notes History

Hi All -
I have a question regarding the Interaction Record history & Notes History assignment blocks in the IR Work Center Page.
The IR Work Center page has an assigment block to list the recent interaction records and notes history. However, this component lists only the last few interaction records and their corresponding notes history. (Like the last 4).
Is it possible to increase this number through configuration? Or does it need to be an enhancement to the notes history and interaction history components?
Regards,

Hi Nikhil,
Yes, it is possible to increase the number of interaction records that are being displayed.
The code that is limiting the number of interaction records to 4 is present in the Custom Controller ICCMP_BT_IRHIST/CuCoIRHist. The code is present in the method GET_LAST_INTERACTIONS of the implementation class of the custom controller.
The below code results in only a few Interaction Records based on the confirmed partner;
TRY.
      CREATE OBJECT lr_query_service.
    CATCH cx_crm_unsupported_object.
      me->typed_context->btordercusthist->clear_collection( ).
      RETURN.
ENDTRY.
lr_query_service->set_query_parameters( it_parameters = lt_parameter ).
lr_queryres_col = lr_query_service->get_query_result( ).
If all the Interaction Records are to be fetched from the database, then the search query 'BTQuery1O' needs to be executed. The parameters for partner number and object_type are to be passed.
Once, result query is obtained, the same collection can be set to the context node BTORDERCUSTHIST of this custom controller.
Finally, the code to limit the number of Interaction records to 4 which is given below needs to be commented;
* restrict to 4 result entities
lr_bo = lr_queryres_col->find( iv_index = 5 ).
WHILE lr_bo IS BOUND.
   lr_queryres_col->remove( iv_bo = lr_bo ).
   lr_bo = lr_queryres_col->find( iv_index = 5 ).
ENDWHILE.
Regards,
Jekin

Multilevel categorization not available within the interaction record

Hello all,
I want to display in the interaction record categories that I have defined in the Category Modeler.
I have checked in the IMG, there is the business activity as application area.
I have defined a subject profile in order to assign it to my interaction record and in the category modeler.
But the categories are not displayed in the IR.
PS: SAP System Data: CRM 5.0 - SAPKU50007.
Please advise.
Thanks.
Best Regards,
Elsa.

hi,
Please check if you are missing some steps out of these steps
In SPRO
1. Customer Relationship Management >> Interaction Center WebClient >> Business Transactions >> Define Categorization Profiles
2. Assign this to the web-client profile in Categorization
3. Default Business transaction type: Make the transaction type you are using for service ticket/ service order default in Business Transaction profile
4. Customer Relationship Management >> CRM Cross-Application Components >> Multilevel Categorization >> Define Application Areas for Categorization >> check the basis of categorization. Select and go to Parameters. It should generally by the Subject Profile.
5. Customer Relationship Management >> Transactions >> Settings for Complaints >> Settings for Subjects >>
a.Define Catalogs
b.Define Code Groups and Codes for Catalogs
c.Define Code Group Profiles
d.Define Subject Profiles
e.Assign Subject Profiles to Transaction Types
In Easy Access
1. Create a short-cut for CRM BSP Application for CRMM_ERM_CAT. A new short-cut will be prepared in your favorites. This will launch the Category Modeler in a browser window. This needs Java.
2. Once launched Create a new Schema
3. Assign the schema to your categorization schema
4. In General Data tab provide the Subject Profile that has been created.
5. In Categories create the hierarchy as per your business logic and assign the specific code belonging to the code group profile in the subject profile
6. Once done, come to General Tab, add 10-15 minutes in the current system time and input this data in Valid from time. This is the time after which the Cat. Mod. Will be activated once released.
7. Change the status from Draft to Released. Depending upon u2018From Dateu2019 and u2018Valid From Timeu2019, the category modeler will be activated. This can be seen in the Service Order/ Service Ticket that you have specified, below the description.
Hope this helps.
Best Regards
Pankaj Kumar

Error while trying to get the IBase in Interaction Record

We are trying to bring the Ibase component in the Interaction Record and Activity, for that in UI configuration we have enabled the
Ibase and Component field. Once the enter the Ibase id and press enter we are getting the following Short dump.
"An error occured during event processing in view BTSHeader.htm1 of &2 &3"
An exception has occurred
CX_CRM_CIC_PARAMETER_ERROR- Entry parameter ES_KEY of method CL_CRM_GENIL_CONTAINER_OBJECT->GET_KEY contains value , which is not allowed
Method: CL_CRM_GENIL_CONT_SIMPLE_OBJ=>IF_GENIL_CONT_SIMPLE_OBJECT~GET_KEY
Source Text
Row:37

Hi
I am also facing the same error while trying to bring REFOBJ (IBase) context node fields in Interaction Record.
Did you get a reply from SAP about this issue? If yes, can you please state the OSS # ?
Thanks in advance
Vishal

Interaction Record Data Model

Can someone please give me the list of tables for the Interaction Record? Like Interaction Record data model. For example, all the tables including BP, products, description of the interaction record.

Hello Donna,
The product information associated to Interaction Record, you can find it in CRMD_ORDERADM_I table. Just insert your document GUID in field HEADER, and it will display all items of that document including the product GUID (PRODUCT field). Then you can check in COMM_PRODUCT, for master data information about any product. You can also consult CRMD_PRODUCT_I for more information about product items of your document.
The partner information it is a little more complex. View CRMV_LINKPARTNER will show you how to get it. It envolves two tables: CRMD_LINK and CRMD_PARTNER. With your document GUID, you must consult CRMD_LINK with attributes OBJTYPE_HI = '05' and OBJTYPE_SET = '07'. Then, with GUID_SET of that entry, you must indicate it in table CRMD_PARTNER at field GUID. Hit execute and it will display your partner information.
Kind regards.
Bruno

View Interaction Record not associated to BP

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