CRM Agent Inbox and Org Structures

Hi There,
Does anyone know if the Agent Inbox can be integrated with the CRM Org Structure so that the Forward To Groups/Persons will remain up to date (as per the HR org structure which is replicated to CRM). I know that the Forward to Groups are defined as a customising task so I am not sure if this is possible, but maybe there is a program that can compare the Forward to Groups with theorg structure and update them in a batch. This would be necessary when employees resign/join/move departments.
Kind regards,
Tarryn

Thanks for this.
We've effectively used a Non-ERMS solution as per the FAQInbox document.
We may need to look at switching over to ERMS to get this right.
Thanks again - Max Points awarded
Regards
Panduranga

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So Can I determine the business partners linked to user based on the assigned role and org. structure?

Hello, I am working on a SAP CRM 7 Sales implementation and we are implementing leads and opportunity scenarios. The current business organization model is that there multiple vertical and horizontal departments. This is typical matrix structure. This organization has done the segregation of its clients based on the verticals so every clients belongs to at least one or more Vertical department but Horizontal departments can contact all the clients. In the same way sales executives are also either belonging to one or more Verticals or Horizontal departments? Horizontal sales executive can create leads for any clients available in the system but a Vertical sales executive can only create lead only for the client belongs to his vertical and assigned to him. This can be achieved by creating organization structure and business partner relationship.
Now the problem statement is that few sales executives need work for both some Verticals and Horizontals at the same time. But requirement is that they should be able to do the both roles with single user id but multiple roles. So when sales executive is creating leads his vertical department, he should only be able to select clients assigned to his Vertical only but when he is creating lead for Horizontal department, he should be able to select any clients.
So Can I determine the business partners linked to user based on the assigned role and org. structure?
Please let me know if this is not clear also note we are only using CRM WebUI no SAP ePortal.
Thanks a lot your help in advance.
Regards
Sudesh Sharma

Thanks, Tahir
my problem has solved
Kind Regards,
Faisal

PS-Business Flow and Org structure

Dear All,
I was working into SAP-MM module form last 3 yrs and now got transferred to PS module and just started training. So required some document which help me to under stand business flow and Org structure. Pls help me.

Hi....VP,
Nitin already provided very good links.
Im adding to his reply.
Please go thru following threads.
http://help.sap.com/SAPHelp_46c/helpdata/EN/3d/72369adc56d11195100060b03c6b76/frameset.htm
http://www.sap-img.com/sap-ps.htm
http://www.sapprojectsystem.com/
http://www.sapprojectsystem.com/2008/05/03/sap-ps-documentation/
SAP Project System - A ready Reference ( Part 2 )
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Chandra

Agent Determination with Org Structure without HR

We are currently on SAP 4.7 without the HR component. Our tech area would really like us to implement our first workflow where agent assignment is determined from an org plan. This workflow is a very simple workflow and actually only involves 2 people (one clerk and one manager).
If I build a very simple structure for this particular department, how easy is it to add on additional levels, both higher or lower, at a later date that will accomodate future workflows without effecting the existing one?
Thoughts?

Thank you Ramki and Sivarajendren,
I guess I'm still struggling with the best way to determine agent assignment given our circumstances (no HR) and the simplicity of this workflow. (Recap of workflow - investigation and approval of corp refunds done by person # 1. If refund > $500, needs approval from person #2).
The tech area wants me to create a simple org plan but not assign any users to it and then transport it all clients. Then in each client, we can assign users which would accomodate our testing with different id's than in prod. The workflow would then assign to a position not a userid. The advantage is that when people leave, the org plan must be maintained not the workflow.
I've thought about using responsibility rules but ultimately, you are assigning a userid to a rule which still needs maintenance if a user leaves.
I've also thought about using activity groups but the way we use them at our location isn't appropriate in this circumstance. Our activity groups are so broad it would give too many people access to workflows.
Lastly, I've thought about creating a custom Z table with the userid's in it and calling a function module to determine agent assignment. This actually sounds intriguing but again, someone would need to maintain the userid's in the table. Also, what's the best kind of key for the table - taskid?
One of our dilema's is that IT management does not want to give anyone authorization to change a WF templete in prod. So I must create the WF templete with the correct assignment in our dev system and then transport it to our prod system.
Then there's the whole issue about who will be doing any maintenance. Since we don't have an HR component at this time (hopefully sometime in the next 5 years), HR won't maintain an org structure.
See how complicated this is becoming? I'd appreciate any insight.
Joanne

Plan version and org structure

Dear all,
As the company is planing to change/expand it's org structure, they created a new org structure. Someone said that, we can do future planing in by creating a dummy org structure and once it's approved, we can make it as original and will keep the old org structure for reference. And to activate the new org structure, we need to create a new plan version.
So my question is,
1. How to assign/link the new org structure to the new plan version? How can we make sure that the new changes (eg. any new joinee) will effect only in the new org structure and not in the old org structure?.
2. How to transfer the old org structure details to the new org structure?
Regards
ET

Hi Thomas,
You can copy your active org structure through Tcode (RE_RHCOPL00 - Copy) then in Table T77S0 make the Plogi - Plogi switch as 02 that is your alternate plan version. Then through PSO0 you can set this plan version.
Hope this helps.
Shrikant

Serch by Mail in Agent Inbox and save draft mail.

Hi gurus,
I have two questions:
1- In the ICWC, I send a mail.
Then when I go to the Agent Inbox, the search by mail doesnu2019t work.
However, if I search by service ticket or interaction record I can find the mail in the hierarchy tree, but it is not a suitable solution because I am not able to know if there is, or not, a mail.
2- When I am sending a mail, always in ICWC, sometimes I save a draft first.
Where recovery this draft?
Best regards
Virginia

Hi Virginia
1 - Firstly Email Objects are not Transaction Objects so they are managed slightly differently
Only Incoming emails are searchable in the Agent Inbox
2- The Draft Email can be located against the relevant Interaction Record or Service Ticket it was created for. It should be visible in the activity clipboard for example.
Just in case, you should not be creating draft emails for a customer which has not been confirmed yet.
Hope this helps
Regards
Arden

Business Process Push and Org Structure

Hi experts,
When using Business Process Push with email, do I need to assign the specific group of agents to the same org unit for a particular (email) queue that the email is pushed to? How does that affect the reporting side?
Thanks, Dave

Hi....VP,
Nitin already provided very good links.
Im adding to his reply.
Please go thru following threads.
http://help.sap.com/SAPHelp_46c/helpdata/EN/3d/72369adc56d11195100060b03c6b76/frameset.htm
http://www.sap-img.com/sap-ps.htm
http://www.sapprojectsystem.com/
http://www.sapprojectsystem.com/2008/05/03/sap-ps-documentation/
SAP Project System - A ready Reference ( Part 2 )
Regards
Chandra

Issue with custom search fields in agent inbox

Hi All,
I am working on CRM agent inbox 7.0. The issue I am facing is like this:
I have added custom search fields in inbox. When give a combination of standard search field and custom search field, the result is only based on standard field. The value of custom field is not considered.
Is this a standard behaviour? Are standard fields given higher priority that custom fields?
Any pointers on this would be highly helpful.
Thanks,
Narendra

Hi Naren,
Did you add custom field using AET? If yes then while adding custom field using AET did you make it search and result relevant?
There is nothing like priority in standard SAP fields and custom fields.
Please let me know so that I can further help you.
Thanks,
Bhushan

Enhancing the data request in Agent inbox

Hi ,
I have a requirement to add more custom fields to search view in Agent inbox and perform the search based on custom field values entered on screen by user.
I have added append structure to CRMST_AUINBOX_SEARCH with custom fields and in BSP_WD_WORKBENCH added the additional attributes too.
I have problem in identifying the class and make changes to SQL statements . While searching the forums I found one reply that says
If you want to enhance this functionality ,then you have to create a new structure with the custom fields and attach the new structure to this Search Object .
And after that you have to make code changes in GET_RESULTLIST of CL_CRM_REPORT_ACC_DYNAMIC . I hope its a
cumbersome process .
Thanks,
Thirumala.
But after copying the class to Z name space and modifying the code in get_resultlist, how to point to this zclass .
Would you please anyone reply . Thanks
With regards,
Ravi

1. Did you activated the transfer structure in BW or not?
2. this might be also prob in the code which you might have writted in R/3 to extract the data. BY the way how is ur data source has been designed?
3. Did you check the connection is proper or not?
4. Is your load is picking any data or not? Is it lying with 0 from 0??
5. Check also Partner profiles in WE20 if any load is not working fine in BW system.
6. Also check whether the job is Active in r/3 or not?
Check the above to track some details and come back to us with more details..
Hope this helps.
Murali

How to make a field searchable in CRM IC Inbox?

Hi all,
i have requirement where i am required to add a field, say X (it is not a Z-Field) in the InboxSearch view of CRM IC Inbox and the corresponding search functionality has to be implemented.
I have added the field in the UI. I have also added the field as a column in the result list. I do not know how to implement the search functionality of this field.
I know i can use the BAdI - CRM_INBOX_BADI and its method AFTER_SEARCH. But i need to populate the values of this field into the result list for any search functionality to be implemented. Please help.
Any pointers would be highly appreciated.
Thanks

Nisha,
For Search this thread may Help..
Re: Adding fields to CRMST_HEADER_SEARCH_BUIL
For populating results,
case 1. if you have that field (X) in the database / BOL structure:-
you can add it via UI configuration tool
case 2. if you have added as a UI element or so,
you have to loop at the colection wrapper and populate for the new field.
Note: I can give more clear inputs if you tell me the version of CRM you are working on.
Regards, Sudeep..

Agent Inbox in WebIC always empty ?

Hi All,
We have an Account in CRM. It has been assigned as Sold-To-Party to 4 Sales Orders.
But, when we search the Account in WebIC, the Agent Inbox and Field Worklist is always empty.
Any idea why this must be happening ? Are we missing any customizing ?
Thanks in advance.
Regards,
Ashish

Hi Ashish,
On Agent Inbox, you must enter you account # to search, if it still does not show your records, then check if the category drop down box has your required transaction type in the list, if not then the search does not show the list.
in this case if you want to add the transaction type to the drop down list please do the customizing changes, follow below path to do the same.
SAP Implementation Guide->Customer Relationship Management->Interaction Center WebClient ->Agent Inbox ->Inbox Search Definitions->Define Item Categories for Searches.
hope this helps,
Regards,
Ramakanth

Forward to field configuration in Agent inbox

Hello,
does any one know how to configure following scenarios:
1. After saving service ticket with responsible organisation(BP) and responsible person(employee), i go to agent inbox and forward same ticket to other resp emp. This should not change resp org.
2.If I forward the ticket to other resp org system should not change pre asigned resp emp.
regards
Sriky

Hello,
According to me you can acheive your requirement in two ways (at least):
1) Modification of method IF_ICCMP_CUCOPROCESS~SET_RESPONSIBLE_FOR_ONEORDER from class CL_ICCMP_CUCOPROCESS_IMPL (check the comments at the beginning of the coding), to implement your own logic.
2) Use customer-specific partner functions to handle responsible employee and/or responsible group... in that case the standard won't change anything because it won't find any employee responsible ;o)
Regards,
Nicolas.

Deletion of Emails in the IC Agent Inbox

Hi everyone,
Does anyone know if there is a standard way, for example through authorisations that you can control who can delete emails in the IC agent inbox? The client wants only managers to be able to delete emails. I guess you could change the BSP to suppress the button but would like to avoid having multiple profiles. Does anyone know a slick way of doing this through authorisations?
Many thanks
Paul

Dear Paul Clarence,
I would like to extend this topic with my experience.
Please keep in mind that at CRM Agent Inbox, requested functionality is
not delivered via Authorization Object but you would need to implement it via
BADI CRM_IC_INBOX_BADI Method BEFORE_DELETE as an alternative approach
to actions proposed earlier. So that your agent are NOT able to Delete E-mails
inside CRM-IC-UNI: Component: ICCMP_INBOX.
If you would like, you could create Z* Authorization Object and Evaluate
inside CRM_IC_INBOX_BADI, so that some have agents are capable to delete
and while others are not...
Observe this would be limited to Component: ICCMP_INBOX, if agents have access
to EmailWB (Component: CRMCMP_EMWB), they would be able to perform the delete
operation there. Observe EmailWB, is meant to be used with BR: IC_MANAGER
FYI, review SAP Note:
882653 Frequently Asked Questions (FAQs) about the Agent Inbox
Observe that BC-SRV-COM layer delivers program: RSBCS_REORG
(Note: 966854), to handle SAPOffice Reorganization. It can happen that
due to product bug (at this report) and/or at application side(CRM) - which
might lead to broken links between the E-mail and its: IRec, ST or SR,
relevant e-mails might be falsely candidates to be deleted and could
infact be removed from the system, review SAP Note: 1555986, 1547313.
In production environment, be extremely carefully when scheduling
previous report (RSBCS_REORG).
When due to bug at Program: RSBCS_REORG and/or a product misuse
(truncating SAPOffice Tables directly at Database level), a loss of E-mails
has occurred, BC-SRV-COM have delivered SAP Note:
1593227 Restoring sent documents from backup system
but for it to work Missing E-mails, must be inside your: 28-day Backup Cycle, if
you noticed the missing E-mail after that window and do not have a Backup
then you will not be able to recover Missing E-mails!!!
Regards
Luis Vera

Unable to see the email attachments in IC Agent Inbox

Hi All,
we are running on crm7.1, i have configured agent inbox and the email functionality is working fine, we used ERMS in our scenario to route the emails to specific agents.
Issue is that: the emails are visible and availble to the agents but we are not able to see the attachments along with, In agent inbox , the attachment is not visible for opening or downloading.
Following has been done:
Email profile has been configured IN IC WEB CLIENT -> BASIC SETTINGS -> COMMUNICATION - > EMAIL PROFILE - > Display of HTML mails is enabled.
Email profile has been added in business role via functional profiles.
SM30 -> table SXPARAMS - > maintained MULTILVALUE/ALTERNATIVE with HTML ACCORDING TO THE NOTE.
Note 1787141 has been implemented in the system.
still, we are not able to view the attachments which were sent to [email protected] , while the agent logs on, he is able to see the email but not the attachment.
please let us know if we need to maintain any further settings to achieve this SIMPLE attachment functionality
Thanks in Advance,
Aj

Hi Sigrid,
I am able to see the entry in SOIN. however the attachment is displayed like below (attached screenshot for the same, please take a look)
SAP_BASIS is release 702 , level 0012, highest support SAPKB70212
BBPCRM is Release 701 with level 0009, highest support SAPKU70109.
let us know your inputs on the same.
Thanks
Aj

Workitem should be in IC Agent Inbox but not in SBWP

Hi,
I have a scenario in which i am creating a workitem through program. This is creating a workitem and sending a mail to the user through ERMS. Now, this workitem is present both in the agent inbox (i.e ERMS) and also in SBWP.
Once the ERMS rule is executed a mail is sent to the user. But this mail is present at both agents inbox and in SBWP. If the user clicks it in sbwp , the workitem refreshs and disappear in SBWP and it is setting the status completed in the ERMS. I need this to be seen only in agents inbox.
Kindly can you suggest
Thanks

Hi,
What workflow you are using.
I think the the workitem status completed in ERMS because of some terminating event trigger after you click on SBWP.

CRM Agent Inbox and Org Structures

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