Interaction record Reason configuration

[Former Member]

HI ,

Please could you help me on the below  questions:

We have two lists of Reason codes 1.one list should display in Interaction Record Categorization Tab that should be Multilevel Categorization

                                                         2. Second list should display in Reason field in Overview Tab. this is not Multilevel Categorization.

Whatever I have created the reason codes in Multilevel Categorization , is also displaying in Reason code field in Interaction record Overview Tab. but we are not expecting this. we want to display 2nd list of reason codes.

Is there any enhancement we need to do for achieve this.

Please could you help us , how to achieve the 2nd option where the Reason codes should be displayed in Overview Tab in Interaction Record.

Thanks

Madhu

[corrine_guan]

Hello Madhu,

Just to confirm the fields: For the reason field, it is BTSUBJECTF->STRUCT.CONC_KEY of view

ICCMP_BTSHEAD/BTSHeader, for the categorization tab, it is GSMCDDLB/DropDownList. Is it?

.

Not sure if you have find ways to fulfil your requirement.

As SAP designed "Reason" field stores the last level of the Categorization and  are in sync with the Categorization Dropdown Values in the "Categorization" Tab of the Interaction Record View.

Years ago there was a bug that the 'Reason' field is not synchronized with the 'categorization' fields. Thus SAP Note  1547626 was created to fix this issue.

If it is really strongly required, maybe you can make modification or enhancement referring to the corrections inside this note.

Best Regards, Corrine