Interaction Record Issue

[Former Member]

Hi Guys

We have an issue in interaction records. When we search an interaction record through agent inbox and try to edit that object, system is trying to confirm the BP and when confirmed it creates another IR.

Has anyone got clue to fix this ?

Regards

Vinayak

[former_member186644 · Accepted solution]

Hi Vinayak,

This is standard and the system is behaving as per design.

Whenever you do any action the interaction record id created and this is designed so that you get a log what is happening.

If you do not want this to happen then you have to supress the IR creation completely.

If it is required that no new interaction record should be created, please implement BADI CRM_IC_IARECORD to suppress the creation of the interaction record.

Regards,

Gervase

[Former Member · Accepted solution]

Hi Gervase

Thanks for the answer.

Let me be specific on this question further .

I am talking about the "already created interaction record".

Assume I have an Interaction Record created "3456".

And agent is not in any interaction. Now he would like to search this IR 3456 in inbox and tries to "edit " this IR i.e is 3456.

Now when he presses on Edit 3456 , system is again trying to confirm the BP and if confirmed creates another IR.

I am not sure if it is standard behaviour.

Regards

Vinayak

[Sigrid · Accepted solution]

Hi Vinayak,

If you just edit an historic (existing) interaction record then

• the account should get confirmed
• but no new interaction record should get created

as no customer interaction should have been started. Editing historic interaction records allows IC agents to improve old IRecs from previous customer interactions.

But: as soon as an IC agent performs any action which triggers a new customer interaction,

• like writing an outbound E-Mail,
• creating a new business transaction or
• calling a customer
• or the IC agent navigates to the Workcenter "Interaction Record" manually

then a new interaction record gets created for the new customer interaction.

You might also check my blog which contains related information.

Summary: For editing only, no new interaction record should get created. If it is, it might be a bug.

Best Regards,

Sigrid

[Sigrid · Accepted solution]

Hi,

If a new interaction record gets created when editing a business transaction in your system, implement SAP Note 2142205 to resolve the bug!

Best Regards,

Sigrid