Hi Guru's
kindly let me know configuration settings to solve this issue.
System is reading all the information attached to the service ticket. This includes the historic information which is maintained in the activity clipboard.
When debugging I could see that the activities contained in the table are the following:
1 1 F7CA5753C2979667E10000000AF242ED BUS2000126 Z010 Interaction Record 23.04.2014 13:20:23 GMTUK SrvTBusContextToIRec
2 2 E623575364788267E10000000AF242ED BUS2000126 ZZT3 H-O:Action Required (113) Buses, Service Performance 23.04.2014 10:43:41 GMTUK SrvTBusContextToFollowUp FollowUp
3 2 921156539B628467E10000000AF242ED BUS2000126 ZZT3 H-O:Action Required (186) Buses, Stops, Shelters & Stations 22.04.2014 15:59:11 GMTUK SrvTBusContextToFollowUp FollowUp
4 2 87E24C53DF251577E10000000AF242E3 BUS2000126 ZZT1 H-O:No Response (113) Buses, Service Performance 15.04.2014 12:05:49GMTUK SrvTBusContextToFollowUp FollowUp
5 1 785E4F53FBD05E0BE10000000AF242E3 BUS2000126 Z010 Interaction Record Re: Bus Complaint - Driver holding bus a 17.04.2014 17:55:12GMTUK SrvTBusContextToIRec Interaction Record
6 1 44EA4C5369F11B77E10000000AF242E3 BUS2000126 Z010 Interaction Record Buses, Service Performance 15.04.2014 11:42:05 GMTUK SrvTBusContextToIRec Interaction Record
7 1 442B4C539BFD2177E10000000AF242E3 BUS2000126 Z010 Interaction Record 15.04.2014 12:05:49 GMTUK SrvTBusContextToIRec
8 3 RAW39000000341782 SOFM E-Mail IN Re: Bus Complaint - Driver holding bu 17.04.2014 16:20:12 GMTUK SrvTBusContextToEmail E-Mail
9 3 EXT39000000182774 SOFM E-Mail OUT Bus Complaint - Driver holding bus a 15.04.2014 12:04:06 GMTUK SrvTBusContextToEmail E-Mail
Entries from 2 to 4 have link SrvTBusContextToFollowUp Meaning to be displayed in the Business Context Follow up, that is why you see the three entries there. Why entry 921156539B628467E10000000AF242ED BUS2000126 ZZT3 H-O:Action Required (186) Buses, Stops, Shelters & Stations 22.04.2014 15:59:11 GMTUK SrvTBusContextToFollowUp FollowUp is being displayed? Because the historic ones are also displayed. This was a follow up document from Interaction Record : 1014031362 You can confirm this information by clicking on 'Document Flow' From the service ticket 4373841. Then you select Interaction Record 1014031362 and from there you can see the follow up document and also the service ticket. This is a standard behavior and the data is all ttached one with the other.