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

[nicolas_busson]

Hi Vinayak,

This is standard behavior when hitting the "Interact" button from the agent inbox result list. But if you hit the "Edit" button, then your BP should be confirmed but no interaction record will be created. So may you please confirm which button you're using? Because that might be a bug in the system (what is your CRM version?) or an unwanted side effect of some customer development.

Best regards,

Nicolas.

PS: more information about the differences between "Edit" and "Interact" buttons can be found here: Inbox Result List - Interaction Center WebClient - SAP Library

[vinayak1]

Hi Nicolas

Thanks for the reply .

Yes , we are observing this when we press "Edit"  button for the result list items.

It is trying to create a new IR after BP is confirmed.

We are on CRM 7 and EhP 3 (SP-Level 0003) .

Regards

Vinayak