When a customer submits an internet service request (ISR) to make changes that are subject to additional checks or approval by the back office, an interaction record is created for the request. The corresponding workflow is then triggered by the interaction record.
SAP Multichannel Foundation for Utilities provides a new Business Object (BO) BUS5000126 for the Interaction Record, which can be easily used for the following:
Triggering a workflow
Appending a new text line with any text type to the note of the interaction record
Adding the workflow item link to the activities clipboard of the interaction record
For more information, see Using Business Object BUS5000126.