SAP Knowledge Base Article - Preview

2664984 - Linking of an e-mail to Interaction Record - Interaction Record not reused

Symptom

  • After configuration of automatic linking of inbound e-mail to an interaction record, the current interaction record view is grayed out in the IC E-Mail editor view after interacting with the e-mail in the agent inbox
  • A new interaction record gets created although the inbound e-mail is already linked to an interaction record

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Environment

  • SAP Customer Relationship Management 7.0
  • SAP enhancement packages for SAP CRM 7.0

Product

SAP Customer Relationship Management 2007 ; 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 2 for SAP CRM 7.0, version for SAP HANA ; SAP enhancement package for SAP CRM all versions

Keywords

KBA , CRM-IC-EMS-RUL , Rule Modeling , Problem

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