HR Help Desk - Service Request Details: Interaction History information

Summary

What is the logic for this tab information?

Content

Hello,

Trying to understand the logic of the information displayed in the SR Details' Interaction History tab.

We can see email interactions (inbound as outbound), In Person, Post Mail... but nothing about the Phone call interactions logged by the agent in the Messages tab.

Is it a bug? Is it expected?

Attaching a document with the screenshots.

Let me know your thoughts, please.

Thank you!

Arnaud

Version

20A