Service

Get Involved. Join the Conversation.

Topic

    Reghu
    Interaction content in Interaction history tabAnswered
    Topic posted April 12, 2019 by ReghuBronze Crown: 15,000+ Points, tagged Channels, Service Request Management, UX 
    125 Views, 5 Comments
    Title:
    Interaction content in Interaction history tab
    Summary:
    Can we have a link or something to show the interaction content?
    Content:

    Its good that in Interaction history tab under SR, ACcount, Contact we could see when and what type of interaction happened.   But can we get the interaction content?  Say if an email was sent to and fro , clicking on a link in the record will open up the actual email.

    In olden releases of OSC Interactions used to have this..  Say if I was sharing an email that a message icon (mail) would be there in the interaction record and clicking on which will open up the actual email conversation.

    Best Comment

    Reghu

    Dear Karyn,

     

    Thanks for your response.  I have done that already https://cloudcustomerconnect.oracle.com/posts/165ff1ac21

    Regards

    Reghu

    Comment

     

    • Reghu

      Any updates?  Do we have this in the product?  IF yes, any ways to enable it? 

    • Karyn Kurland

      Today Service Requests > Interaction History subtab does not have the capability to display the interaction content. If you want to see the interaction content, in this case email, go to the Service Requests > Messages subtab.

    • Reghu

      Dear Karyn,

      The actual problem lies when the user wants to see Interaction history per account/contact,  he has to go to multiple locations. If the customer has multiple SRs he has to go to multiple SRs > Messages. (incase of email, that too only those emails sent via SR messages, not the ones via Obj WFs)

      Especially, in our project notifications can be sent via SMS,  emails through Obj WFs, emails/SMS via external systems also, where we are creating interaction reference explicitly to track the history of communictions.   In such cases seeing the actual content of the interactions become next to impossible. 

       

    • Karyn Kurland

      My suggestion is to log this in the Idea Lab along with use cases so it can be voted by the community. Best Regards.

    • Reghu

      Dear Karyn,

       

      Thanks for your response.  I have done that already https://cloudcustomerconnect.oracle.com/posts/165ff1ac21

      Regards

      Reghu