Hi Syed,
Please refer to following KBA which I think will help you. I think you may also test if standard business role IC_AGENT is working or not.
1781481 - How to ensure a transaction type is shown in follow-up popup when you create follow up transactions in CRM Interaction Center
http://service.sap.com/sap/support/notes/1781481
If above didn't help, please let me know the Leading Transaction Category of your service request.
Best Regards,
Bruce