SAP Knowledge Base Article - Preview

2152877 - CRM IC: One Interaction Record has links to business transactions from different customers in the activity clipboard

Symptom

  • In the CRM Interaction Center an IC agent changes several business transactions (for example after interacting and editing of service requests, orders or tickets...). Although the business transactions belong to different customers, all business transactions are linked with the same interaction record.
  • The same interaction record is used for two different service requests from different customers

 Disclaimer:  "Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental."


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Environment

  • SAP Customer Relationship Management 7.0 and higher
  • SAP enhancement package for SAP Customer Relationship Management
  • SAP enhancement package for SAP CRM, version for SAP HANA

Product

SAP Customer Relationship Management 7.0 ; SAP Customer Relationship Management 7.0 on SAP enhancement package 1 for SAP NetWeaver 7.0 ; SAP enhancement package for SAP CRM all versions ; SAP enhancement package for SAP CRM, version for SAP HANA all versions

Keywords

Multiple service tickets, interaction log , KBA , CRM-IC-INR , Interaction Record , CRM-IC-FRW , Framework , CRM-IC-ACC , Activity Clipboard , CRM-IC-BF , Basic Functions for Business Transactions , Problem

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