Interaction Log Hidden.

While working with my company to implement the “Service Cloud Console”, which btw is not the same as the old school “Console” app…much cooler, we came across a funny little bug. While  trying to set the case to open as a subtab of the related account, the Interaction Log was not opening up. No matter how many times we checked the box under the case page layout, the Interaction Log WOULD NOT SHOW! Making the case the primary tab everything worked great but our process is that we first open up the Account or Contact before digging on the Asset or Case and need the Interaction Log. Google was no good so we opened a case with Salesforce.com but they were just as clueless as we were even after showing them. So now for the secret sauce:

In order for Salesforce.com to pop the Interaction Log, the primacy object has to have the “Interaction Log” enabled under the “Layout Properties” button in the page layout. This will drive the behavior people expect…the Interaction Log being present regardless of the object. We enabled it under Account, Contact, Case, and Asset to cover all bases. So the moral of the story is enable the Interaction Log on all objects you expect to see it in and also make sure to enable it for each record/page layout type. Seems straight forward right? Sometimes the most obvious answers eludes the brightest folks, live and learn.

Tip: When editing multiple page layouts, use the “Quick Save” to save and then move to the next.