The parameters that have been delivered with SAP Multichannel Foundation for Utilities and Public Sector for creating interaction records are listed in the following table:

All defaults parameters are applied to an interaction record created by either the InteractionRecord entity or from the back end system directly by other entities.

By default, the status of an interaction record is E0003 (Closed), if it is created directly from the back end system. If an interaction record is created by the InteractionRecord entity, the status is E0001 (Open).

The parameter Active is used to control whether the creation of an interaction record is executed. By default, interaction records are created by all entities. If you want to skip the creation of interaction record directly from certain entities, you must add new entries with the empty parameter value for those entities to switch off the creation of interaction records.

In order to avoid accidentally switching off the Create_entity operation from the InteractionRecord entity, you must explicitly switch on the parameter Active for the InteractionRecord entity in the Customizing delivered with SAP Multichannel Foundation for Utilities and Public Sector.

The parameter ProcessType defines the SAP CRM process type used in creating an interaction record. By default, the parameter value 0010 (CRM Interaction Record) is used.

The parameter NoteTextType specifies the note text type used in creating an interaction record. By default, the parameter value A002 (Note) is used.

Parameters with the prefix ChannelID are used to represent the channel that is used in the creation of the interaction record by the InteractionRecord entity.