IC Webclient Agent Inbox enhancement

Hi All
I have to add few custom fields in the resultlist ( AuiItems.htm) of Agent Inbox. I have copied the AuiItems.htm to Z name space. Now, System is not allowing me to create attributes in context node (through wizard).
Can you please guide me how can I add new fields .
Maximum points will be rewarded.
Best Regards
Bhavishya

hey bhavishya,
can you explain in detail if possible about this? i have similar req. to add the custom fields?
sumit

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Work item cannot be processed from IC WebClient agent inbox

Hi forum,
When I select a work item (service ticket) and click on the
"Interact" or "Edit" button to process the ticket the info
message is displayed as "Unable to process selected inbox item".
If I selct e-mail work item and click on "Interact" its
navigating to the account identification screen, which seems to
be correct. What might be the problem with work item for service
ticket processing from the agent inbox by clicking interact or
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Hi Shridhar,
1. Is service ticket link available in your webclient.If not add the service ticket link in the navigation bar profile.
2. Also make sure that the transcation type(with which the search of service ticket happens) is assigned to the business transcation profile.
Wish the information is useful.If it helps, do reward with points.
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Shalini Chauhan

CRM 5.0 - IC WebClient - Agent Inbox - Forward to Function

Hi Gurus
In the Agent Inbox I can view Emails, Service Tickets & Follow-up Transactions.
Currently I can forward Emails to other employees, but I cannot forward Service Tickets or Follow-ups.
Is this purely config, if so where must I look?
Many Thanks in advance.
Panduranga

Hello Panduranga,
Responsible group is a (SAP standard) partner function. Just add that partner function in the partner determination procedure of that transaction type(s).
Responsible groups will only work when you have maintained your organisational structure.
When you assign a responsible group to a transaction everyone in that responsible group (in the organisational mgmt) can see the transaction in it's inbox.
A responsible group will be an organisational unit of the organisational structure. Everyone assigned to that organisational unit will be able to see the transaction in it's inbox.
Maintain org. structure
Transaction PPOMA_CRM
Maintain partner determination procedure
SPRO->CRM->Basic settings->Partner processing->Define partner determination procedure.
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Joost

Agent Inbox Enhancement with Z fields in CRM 2007

Hi All,
I' m working in CRM 2007. i have a requirement to enhance the Agen inbox search criteria with the Z fields. i have enhanced the BOL structure with the z fields and did some design layer customizing to get the drop of this Z fields. now i need to know how will i enhance the Genil layer or class in order to get the results. in 7.0 it uses the Reporting framework. how should i do this? ASAp answers will help...
Regards,
Subhashini.T

Hello,
We had exactly the same requirement on my project. And here is what we have done:
1) Copy class CL_CRM_QUERYAUI_RUN_BTIL and change method READ_BUSINESS_TRANSACTIONS to add something like that after line 150 :
WHEN OTHERS.
            IF   ls_param-name(1) = 'Z'.
              DATA: lt_range TYPE CRMT_BSP_RANGE_TAB.
              DATA: ls_range TYPE CRMT_BSP_RANGE.
              REFRESH lt_range. CLEAR ls_range.
              ls_range-sign = 'I'.
              ls_range-option = 'EQ'.
              ls_range-low = ls_param-value.
              INSERT ls_range INTO TABLE lt_range.
              CALL METHOD
                cl_ex_crm_rf_search_eew=>if_ex_crm_rf_search_eew~extend_rf_query
                EXPORTING
                  flt_val        = ls_param-name
                  it_range_value = lt_range
                CHANGING
                  ct_quparts     = lt_query.
            ENDIF.
ENDCASE.
2) Assign your knew class to object BTQueryAUI in view CRMV_OBJ_BTIL (via SM30)
Now your search will take those Z fields into account...
Kind regards,
Nicolas.

LET (Letter) type element in Agent Inbox

Hello experts,
I have a task where I have to create a letter (LET type) element inside the agent inbox using ABAP.
All fields of letter I have to read from a xlsx file. Beside that, every letter should have an attachement with a pdf file.
If reading xlsx and pdf files is not a big problem, creating mentioned element on the other hand and placing it inside the inbox is quite hard for me.
Any suggestions how to solve it? Do I need to use any FM or BAPI?
Best regards,
Andrew.

Hello,
You may want to follow the system instruction, and maintain entry in the given table.
This can be found in the SPRO here :
Interaction Center WebClient->Agent Inbox->Inbox Search Definitions->Define Item Types for Searches
Best regards,
Sylvain AGUETTAZ

Consolidated Report on emails to all agents in AGENT INBOX

Hi
I need to prepare a report for the manager to check the details( Dates,Status and Escalations) of all the emails received by all agents in the system. How can I acheive it ?
I was trying to create the report using the BTQUeryAUI Bol query instance and it helped me in getting the details of all the emails received by
one user(the logon user), as agent is determined at the BADI level during the query. But I want to get the details of all emails received by all the agents for the manager.
Please let me know if I have to change any functional settings which i've no idea about.
Please help me.
Thanks,
Akhil

As per the info from : SAP CRM 7.0 Interaction Center Agent Inbox Enhancements
It is not able to create reports on all the emails on all agents through bol query service but only the graphical dials as per UI standard.Please correct me if i'm wrong.
Anyway Reports were created with the data available in the tables CRMS_ERMS_HEADER and CRMD_ERMS_CONTNT.
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Akhil

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

Erros in Agent Inbox Profiles for Account Factsheet

Hello All,
I need my service request and service orders to appear in the account fact sheet in the interaction center role
For the missing customization I go to CRM-Interaction Center WebClient-Agent Inbox-Define Inbox Profiles where I have created a z profile screen shot attached
When I try to add my custom transaction type
The system gives me the error message below
Entry ZRVR does not exist in crmc_aui_maincat
Kind Regards
Atul

Hello,
You may want to follow the system instruction, and maintain entry in the given table.
This can be found in the SPRO here :
Interaction Center WebClient->Agent Inbox->Inbox Search Definitions->Define Item Types for Searches
Best regards,
Sylvain AGUETTAZ

Agent Inbox - restrict blank search boxes

Hi
If I am searching with the filters within the agent inbox everything works well however,
If all search boxes are blank everything for all org unit's is returned which is not correct as the users are only meant to see what is in
the org's that they are assigned to.
We are using one business role. How do I restrict users from using blank search boxes?
Any help would be great.
PM

Hi Padriag,
You can enahance the search and include a logic if all the values are blank in the search, the system should automatically add the users Org unit in the search criteria and display the result with the assigned values.
Check this threads
http://scn.sap.com/people/kimberly.davis/blog/2009/06/25/sap-crm-70-interaction-center-agent-inbox-enhancements
http://scn.sap.com/docs/DOC-39532
http://scn.sap.com/docs/DOC-5357
Regards,
karthik J

Service ticket -Agent inbox

Hi ,
After saveing Service ticket ,where it will appears and saved .
if i want see saved service ticket again ,how can i see it .
After entering data in service ticket and done dispatch , where it will go ?
is we can see service ticket in Agent inbox ?
can any please explain what will happen of above query's detaily .
Thanks,
Aravind .

Hi Aravind
The Service Ticket will be visible through Interaction Record - Activity Clipboard as well as Agent Inbox amonst other.
To be able to Search on Service Tickets in the Agents Inbox there is some configuration required.
Goto: SPRO->IMG->Customer Relationship Management->Interaction Center Webclient->Agent Inbox->Inbox Search Definitions->Define Item Categories for Searches
Here add your Service Ticket Transaction into the "Inbox One Order Item" Type with a description you will recognise as your service ticket
Next:
Goto: SPRO->IMG->Customer Relationship Management->Interaction Center Webclient->Agent Inbox->Define Inbox Profile
Create a Z* Inbox Profile from Default-1 and in the Assign Main Categories option include the required Item categories as well as the one you created for your Service Ticket in the previous step.
Next
Add this profile to the Webclient Profile, when viewing the Inbox you should now see your Service Ticket as a searchable category.
Reward with points if useful
Regards
Arden

CRM IC Webclient - Massive Performance Problems Searching in Agent Inbox

Hi Forum,
can somebody help me. We have massive Search Performance problems in Interaction Center Webclient in Agent Inbox. When agents searching, for example for open emails, the time to get a result takes approx. 2-3 minutes.
Thats absolute inadmissible and endangered the running business.
The queury reading the eMails from the workitem tables is very very slow.
Could somebody help me with ideas to solve this big performance problem. Have somebody the same problems?
Thank you very much in advance for any information.
We use Interaction Center Webclient on CRM Release 5.0
Thorsten

Another aspect you could check is the following:
Analysis performed didn't show anything strange nor any high consumers
of the response time. The processing time occurs, since IC-Web on CRM 5
is a bit demanding for CPU power.
The only thing that could improve the performance a bit is the
buffering of org structure, which is currently switched off for
SALES and SERVICE scenarios as per table T77OMATTSC.
The report HRBCI_ATTRIBUTES_BUFFER_UPDATE is running regulary
however no scenario is being placed in the buffer to speed up
org structure read. Please check this and provide feedback.
How to use this report, can be found back in the Reports own documentation and also in SAP HELP.
cheers
Davy

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

Enhancing Agent Inbox Search - Assigned to category

Hi Experts,
I got an requirement where we need to enhance the search criterion for Agent Inbox( Assigned to field). What I was planning to create an AET field for Case Owner( a criterion which will fetch the results based on case owner).
At present in available Assigned to there are fields Me/Case owner. Which searches based on me as an Employee resp and case owner where emp resp.
Can anyone please guide how shall i proceed?
1. Can we create AET and enable that in Assigned to Tab.2. Which database table shall i use for the AET. Meaning is there any specific table shall i choose for the field while creating AET)
Really appreciate your inputs on it. Thanks.
Regards,
Dinesh

Hi Experts,
I got an requirement where we need to enhance the search criterion for Agent Inbox( Assigned to field). What I was planning to create an AET field for Case Owner( a criterion which will fetch the results based on case owner).
At present in available Assigned to there are fields Me/Case owner. Which searches based on me as an Employee resp and case owner where emp resp.
Can anyone please guide how shall i proceed?
1. Can we create AET and enable that in Assigned to Tab.2. Which database table shall i use for the AET. Meaning is there any specific table shall i choose for the field while creating AET)
Really appreciate your inputs on it. Thanks.
Regards,
Dinesh

Number of hits displayed in IC Agent Inbox

Hi,
Is there any way that number of hits can be diaplayed in the result list of IC agent Inbox.
Currently its does not diaplay the number of hits. But this is available in standard search.
Please help.
Regards
Yogesh

Hi Nicolas,
Thanks.
We have recently upgraded from CRM 5.0 to 7.0.
We have enhanced the Inbox view to meet our requirements. After that I dont see the number of hits being displayed.
I see it appearing in standard search view
But how can I display the hits in result view. How can this be achieved
Let me know if you require any more info.
Regards
Yogesh

Updated field in IC Agent Inbox

Hi Forum,
What is the "Updated" field in agent inbox? Am not able to see any values in that when I search for service requests. Please help me on how to show the updated date in that.
Regards,
Shridhar

Hi Shridhar,
I am afraid the "Updated" field is not managed at all.
If you look at workbench component ICCMP_INBOX, view InboxItems, context > context nodes > tree structure > tree node proxy > double-clic on class CL_ICCMP_IN_INBOXITEMS_CN02, double-clic on method GET_LASTUPDATE. Statement "clear value." indicates no value is returned.
Now you could enhance view ICCMP_INBOX,/InboxItems with custom code, and set your own content into method CL_ICCMP_IN_INBOXITEMS_CN02->GET_LASTUPDATE.
Do not count on reporting framework to provide the value for that field. Although structure CRMT_REPORT_LOCATORLIST foresees it, it is not filled with value by search query: see method CL_CRM_QUERYAUI_RUN_BTIL->GET_RESULT_LIST to get exact list of fields returned. CREATED_AT_DATE field is part of it, but not CHANGED_AT_DATE.
But you may perform the re-read of last change date even in CL_ICCMP_IN_INBOXITEMS_CN02->GET_LASTUPDATE method, because SAP already takes advantage of user-buffering in function CRM_ORDER_READ.
So adding following code to CL_ICCMP_IN_INBOXITEMS_CN02->GET_LASTUPDATE should show you correct last update
data:
lv_header_guid type crmt_object_guid,
lt_guids       type crmt_object_guid_tab,
ls_req_obj     type crmt_object_name,
lt_req_obj     type crmt_object_name_tab,
lt_orderadm_h type crmt_orderadm_h_wrkt,
lv_date        type sydatum,
lv_time        type syuzeit.
lv_header_guid ?= me->bo->get_property( 'GUID' ).
check lv_header_guid is not initial.
insert lv_header_guid into table lt_guids.
ls_req_obj = 'ORDERADM_H'.
insert ls_req_obj into table lt_req_obj.
call function 'CRM_ORDER_READ'
exporting
    it_header_guid       = lt_guids
    it_requested_objects = lt_req_obj
importing
    et_orderadm_h        = lt_orderadm_h
exceptions
    others               = 4.
if sy-subrc is initial.
read table lt_orderadm_h into crmt_orderadm_h_wrk index 1.
if sy-subrc is initial.
    CONVERT TIME STAMP crmt_orderadm_h_wrk-changed_at TIME ZONE sy-zonlo
        INTO DATE lv_date TIME lv_time.
may need to convert first to strings
    concatenate lv_date lv_time into value separated by space.
endif.
endif.
Hope you can use these ideas
Kind regards
Walter

IC Webclient Agent Inbox enhancement

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