Hi,
I am dealing with a problem for IC Agent role. Whenever i try to create a contact person for an individual customer, the contact details of the contact person is grayed out.
As mentioned in the thread Re: Contact Person Certain Details in CRM Web UI in greyed out mode.
My Business scenario (Automobile):
There is a problem in the vehicle and instead of the owner calling the Service Center, his wife (or a contact person) calls and logs a ticket.
Owner information is already maintained in CRM as consumer role and associated as "Owner" of the Vehicle(Iobject). We are trying to create the wife as a contact person of the owner (Individual Customer), What i see in standard SAP in IC Agent role, that the contact details section of the contact person for an individual customer/business partner is grayed out.
My expectation is that whenever a contact person calls the service center, there should be a possibility to confirm the contact person as well as the owner of the vehicle, so far in standard SAP, it shows the relationship "Has contact person" of the owner, but doesn't show "Is contact person of". Since it doesn't show the owner information from the confirmed contact person its not possible to confirm the owner, thus owner is not associated in the transaction also we are not able to see the associated vehicle for that owner.
For eg: if "Monika" is the wife of "John" and "John" is the owner of the vehicle in CRM. Whenever "Monika" calls the Service Center, she gets confirmed but in the standard SAP (IC Agent role) there is no way that i can confirm "John". I want both of them to be confirmed so that both can be automatically included in the ServiceRequest/Incident and also in the Interaction Record.
Is there any standard way to handle this scenario ?
Thanks
Sandeep