SAP CRM IC - Stop creating Interaction Record (Interaction Log) without Identifying an Account.

[abdulkalam_a]

Dear Experts,

I have requirement in SAP CRM IC - Stop creating Interaction Record (Interaction Log) or Service Ticket without Identifying an Account.

As we are facing problem and most of the users clicking on Interaction Log & Service Ticket without identifying step and then system generates transaction number and saves it while clicking on the 'End' Button and seeing many empty tickets and interaction logs. So wanted to block this transaction creation without an Account identification.

Please throw some idea to handle this requirement..

Thank you in advance.

Best Regards,

Kalam.A

[bruce_li · Accepted solution]

Hi Kalam.A,

Please refer to SAP Blog: Everything you need to know about the Interaction Record in the CRM Interaction Center.

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Can the creation of an interaction record be avoided?

There is a BADI available to suppress the creation of the interaction record: CRM_IC_IARECORD

With this BADI it is possible to suppress the creation of the interaction record based on for example the interaction source (Inbox, Call List, …). There is a sample implementation in the system that suppresses the creation of the interaction record for email interactions started from the inbox.

Be aware that without an interaction record the content of the activity clipboard cannot be linked when the interaction is ended.

When creating a dependent business transaction this BADI should not be used to suppress the creation of the interaction record as the interaction record is necessary for the creation of dependent business transactions. If this BADI would be used to suppress the interaction record, then the creation of a dependent business transaction willfail.

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Best Regards,

Bruce