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

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One select Statement - Number of hits displaying in ST05

Hi,
I am using single select statement on MARA table along with that using SELECT FOR ALL Entries,
However, I am getting number of hits for each records in ST05 like 2,3,8,2,2 etc.
I need to reduce number of hits by using single query only... please suggest..
Thanks,
Sai

Hi Siegfried,
just out of curiosity:
> You can get identicals on FAE for at least 3 reasons:
> + duplicates in the driver table, remove as written above
> + duplicate execution of the SELECT
> + fieldlist smaller than the primary key, which is not the case here
What exactly do you mean with the last point?
fieldlist in the select statement like this?
data it like table of t100.
select sprsl arbgb msgnr
from t100 into table it up to 500 rows.
select "sprsl" from t100 into table it
    FOR ALL ENTRIES IN it
    where sprsl = it-sprsl
    and arbgb = it-arbgb
    and msgnr = it-msgnr.
or field list in the where clause like this?
data it like table of t100.
select sprsl arbgb msgnr
from t100 into table it up to 50000 rows.
DELETE ADJACENT DUPLICATES FROM it COMPARING sprsl arbgb.
select sprsl from t100 into table it
    FOR ALL ENTRIES IN it
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Or something else?
I'm asking because i've never heard or seen this before as a problem reg. identicals
for FAE. Only duplicates in driver tables or multiple executions of the FAE with the same
driver table contents (or parts of it).
If we have a smaller select field list we may read too many records which are thrown away in thd database interface
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How does a FAE that produces identical selects with unique driver table that is executed once look like?
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Hermann

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Maximum number of hits when searching in PA20

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In our testsystem the maximum number of hits is not maximized.
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Hi
You can change the Maximum No.Of Hits in the below manner.
Go to your desired transaction .Here PA20 there select the menu Help where u can see in the screen top.
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Sree

ERMS: Inbound mails are not displaying in Agent inbox from IC web

Hi Experts,
We are implementing ERMS solution.. in CRM 2007 system. I am not able find the inbound mails in Agent inbox. I have done the below settings..
1. Mail settings has done by BASIS team and whenever i sent a mail to ( cust@example) from my out look i can see the mail in SCOTT.
2. I have done the inbound distribution for the mail id customer@example to ERMS support2 BOR object
3. I have followed the rest of the steps from "ERMS_How_to_guide " document.Hope all the set up inplace according to the document.
Pleasse provide me some inputs what may be the reason for not displaying the e-mail in Agent inbox from IC web. Thanks
Regards,
Lakshmana.P

Dear Loy,
I have checked the org unit settings in CRM_ERMS_WF_CUST and its fine. I have checked the E-Mail work bench from IC_Manager role and i could find the mail which i have sent with the status 'In Que'. If i go inside by clicking the hyper link of the mail which is received into the inbox i could find the below mentioned log.....
History
Processing policy DEFAULT
Reading policy:DEFAULT, context:ERMS, variant:DF5E7293EB4DCAF1A06F001CC4A95D40
Processing rule container Default ( DF699C3B335A43F1A06F001CC4A95D40 )
Processing rule ( DF699C3B335A44F1A06F001CC4A95D40 )
Uncompiled Rule: ORDF699BD5A68602F1A06F001CC4A95D40892ED53F41EDBB56E10000000A1550DECONTAINSCompiled Rule: xpath address:/parts/EMAIL/EMAIL_CONTENT/text()
xpath value:invoice test Regards, Laxman ________________________________________________________________________ __________________ A/S, parken 40-42, UK-2750
Rule evaluates to TRUE
action added: ROUTE ( GROUP = S:50000025 ) CREATEIR ( DESCRIPTION = ERMS IR )
BOR: returned from Service Manager
Kindly provide your inputs what may be the reason not to get inbound mails into IC agent inbox. Thanks
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Lakshmana.P

The agent inbox doesnu2019t display email

Hi Gurus,
I need to customizing the email inbound in agent inbox, but I cannot see the email in agent inbox only can see it in the E-mail Inbox with salespro business rol.
I did the following:
1.- I created a user MAILADM with the Email (emailin@company) and Comm. Method (RML Remote Mail)
2.- I Maintained my user with the Email (emailin@company), Comm. Method (E-Mail) and Comment (emailin@company).
3.- In the tx CRMC_IC_AUIGNADR, Address / Number (emailin@company), Comm. Method (INT) and Workflow Priority (High).
4.- In the tx CRMC_IC_AUI_GEN, Reply Address (emailin@company).
5.- In the tx CRMC_IC_AUICOMM, Object ID (14008030) and Comm. Method (INT).
5.- I assigned Agents for E-Mail Handling. My Position.
6.- In the tx So28, Recipient (emailin@company), New recipient - SAP object instance - AUI: Support object (emailin@company).
7.- I maintained Inbound Processing, with (emailin@company).
8.- I defined Agent Inbox Profile, and Assigned Main Categories u2013 INT.
Please, somebody know what I need to do for solve this problem
Thanks.

Dear Alfredo,
From information provided I understand that trx: SWI1 shows no Instance of WS14000164, although most of your customizing looks to reviewed/set. I understand that WS14000164 has been activated (trx: CRMC_IC_MAIL_WF) and E-mail address properly maintained at SO28.
Confirm that Event: <ICAUISUPP, MAILRECEIVED, WS14000164>, is not getting deactivated (trx: SWE2).
Via Event Trace (SWEL/SWELS) you can determine, if event is being triggered or not. If No Event is being triggered and E-mail actually shows at SOIN, activate SAPConnect Trace, refer to Note:194926. Check if SAPConnect Trace provides further information
about your case.
From an e-mail sent by Juan Miguel Silva, I noticed you have setup SO50, as test could you please check if such entries are conflicting with E-mail handled by Workflow: WS14000164. Make note of them and remove them temporally. Repeat your test. Check if Event is triggered and Workflow is started.
If no e-mail is shown at SOIN, confirm you have setup inbound e-mails, refer to SAP Note: 455140, if so, send for example, an inbound e-mail to a SAP-User, which can review it via SBWP. If no email is shown at SOIN, I am afraid problem would be outside SAP CRM system. You may follow Note: 607108, to send an e-mail via TELNET command to SAP CRM System to address maintained [SO28], and check if e-mail are received. If so, contact your Mail Administrator to review why E-mails are note getting to SAP CRM System.
Luis Vera
AGS Primary Support, Global Support Center, Spain
Edited by: Luis Vera on Jul 1, 2011 10:37 AM

Filter Agent Inbox statuses by Transaction type

Hi,
We have 100 inbox statuses mapped to different tranaction type and status profile. Now when we see big list of inbox statuses when searching for the transactions in the agent inbox.
Is there a way to display only the transaction specific statuses? i.e when I select a transaction type to search only the inbox statuses mapped to the transaction type to be displayed.
Rgds,
Shridhar

Hello,
I don't think we can filter by Inspection Lot Type in BAPI_INSPLOT_GETLIST,
I would try below options,
Option 1:
You can filter via BAPI_INSPLOT_GETDETAIL that is First pass the Insp Lot number to Detail retrieve the Details and then go for filtering as suggested by SOM
Option2:
Use "RFC_READ_TABLE" and pass the relevant QM Table name or View name to RFC and fetch the desired results
Option3:
Write Custom RFC (z-rfc)
Hope this helps!!
Regards,
Adarsh

Results amount in the agent inbox

Hi,
I am working on WEB UI CRM 5.0
In the agent inbox after i get the result list,
How can i see the results amount (quantity)?
meaning, i dont want to count the results manually.
points will be rewarded.
Thanks in advance
Tal.

Hello Tal,
I'm afraid that there is no standard way to display the number of items automatically in your inbox result list.
So, in my opinion you have two alternatives:
- Count them manually (for this take into consideration, the number of pages displayed to do your counting)
- Make some development at view's controller class.
If you decide to do the development part, take a look at class CL_CRM_IC_AUISEARCH_IMPL, method EH_ONSEARCH. There, take a look at this line:
    TRY.
        lr_result ?= lr_query->get_query_result( ).
      CATCH cx_crm_ic_internal_error.
    ENDTRY.
After this lines execution, the variable lr_result will gather a collection of entities. Each entity is a result item of your result list.
So all you have to do is to count the entities in this collection (see method SIZE of reference class), at display a message with the result in IC Webclient.
To display the message in Webclient, take a look into this thread:
Display errors in Web IC
Good luck!
Kind regards,

Any pointers on how ERP Sales order are searched in Agent Inbox

Hi,
I have a requirement where i need to trigger an activity/workflow in CRM for orders that are created through ERP Salesorder functionality. In the workflow list, we need to give the order description and provide an hyperlink to the order number. on selection of order number, it should display the ERP sales order. To achive this in workflow, i am trying to understand the as-is standard functionality which is available in Agent Inbox search on ERP sales order.This search is getting the ERP orders and on selecting the order it is opening the ERO sales order page. I tried debugging the method GET_MAINCATAEGORY available in the component iccmp_inbox and in the view Inboxsearch.But couldnt really able to crack the logic how it is retrieving the ERP sales order from inbox search. Any pointers on how this is achieved will be of great help.
Thanks,
Udaya

Hi Udaya,
Calling a Customer Specific R/3 Transaciton was quite easy in CRM 4.0 / 5.0 in the PC-UI Framework using Object Links. You can do that all by customizing and creating a custom method for a BOR Object in Transaction SWO1.
I think I've used CRM_ORDER_MAINTAIN to update the Document Flow. The subsequent activities where created by BAPI_ACTIVITYCRM_CREATEMULTI. I've wrapped all that standard functions in a RFC enabled function module.
It would be possible to provide also a link in the E-Mail to the Manager but the client is using a Citrix environment to provide access to the Portal. But Outlook runs locally. So we decided to use the standard Portal iView to display the Alerts. When you fill the Alert Container with the elements OBJKEY_GUID, OBJKEY_BOR_OBJECT_TYPE, OBJKEY_CRM_OBJECT_TYPE, OBJKEY_METHOD and OBJKEY_LOGICAL_SYSTEM using the Function Module SWC_ELEMENT_SET that provides a direct link to the specific document too.
Best regards
Gregor

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
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Export to Spreadsheet in Agent Inbox - Values on First Page Only Get Transferred

Hello,
I am facing an issue with the "Export to Spreadsheet" functionality in the Agent Inbox. The number of items in the inbox is too large to fit on one page and therefore spans multiple pages. Now, when I choose to export the inbox results to a spreadsheet (MS Excel), for some columns, I get values from only the first page of the inbox results and not from the subsequent pages. Also, when I do a subsequent export, the issues doesn't occur.
Has anybody ever encountered such an issue?
Thanks,
Akshat

Any ideas why this might be happening?

Help needed in Agent Inbox SORTBY - Drop down field

Hi All,
I am trying to add a new drop down value in SORT BY Field in Agent INBOX Search screen. Can some one give me little guidance on this as i am stuck with it.
My approach till now : Tried enhancing the view ICCMP_INBOX/Inboxsearch.it is creating the zclasses for view controller and Context classes and not at CONTEXT Node level. As the context node SEARCH Class is not z type i m not able to modify get_v_sortedby.
Any help is greatly appreciated.
Regards,
Udaya

Hi,
you do not have Transaction type exactly in search criteria - this is only the Category, which is more generic as it could be or transaction type or activity category.
and here only generic statuses mapped in CRMC_IC_AUI_MAP_STA are available as search criteria,
and not the statuses of transaction type directly.
This is because Inbox was created to enable work with many transactions of a different type like eg. emails and service requests together.
you can do something that you want but with custom development - you will need to enhance webui component ICCMP_INBOX. Here you should, based on a chosen by the user Category of a document in search criteria view, narrow the list of Statuses displayed. But I guess SAP standard already makes this as per config in CRMC_IC_AUI_MAP_STA.
But as I wrote at the beginning, it makes you requirement tricky. As you will need dynamically check if category or trans type is chosen as search criteria, and based on this determine its type, search for available statuses in config. And you should only cut down from the list in search criteria some of a generic statuses to help the user - not determine the whole list from the beggining.
I had a similar requirement and we were trying to create such a generic statuses for inbox which will have also the information about trans type status - eg. "In process - Forwarded externally", which was only for requests. there were also logical issues with how to search later using such criteria.
But finally we just added a column in results view with found transaction's status.
Summing up - I would propose you would make a mapping of a Category and statuses you want to display -to think it over, next check if you can put it into CRMC_IC_AUI_MAP_STA configuration.
Maybe this will be the most reasonable solution.

Max number of Hits Account Identification

Hi all,
we are currently having the problem in IC that when somebody try to identify an account of an BP with more that 100 related sold to parties, that no account is displayed because of the standard max number of hits 100.
I have found the path to customize this in the SPRO but this sentence in the SAP help is making me some headache:
The higher the number you enter here, the more results the system will search for, and in turn, the more performance is affected. The maximum number of hits that the system allows is 100, which is also the default value.
I understand the point of the performance, but does this mean that the performance is also affected the account identification of the other BP with less than 100 related sold to parties?
Can anybody help in this issue?
We are working on CRM 5.0.
Regards
Abosi
Edited by: Abosi_3li2 on Feb 8, 2012 11:08 AM

Hello
The bug of nothing displayed if over 100 accounts are found is solved with [SAP note 1467929|https://service.sap.com/sap/support/notes/1467929.]
The code you are referring to is:
IF bpident_profile-max_hits IS INITIAL.
max_hits = 100.
ELSE.
max_hits = bpident_profile-max_hits.
ENDIF.
It means that, if blank, 100 hits is considered. You can modify the customizing up to 255 results since that is the limit of accounts to be found.
Regards
Joaquin

Agent Inbox - how to change SLA colors (traffic lights) in the Web UI

In agent inbox,
component: ICCMP_INBOX
view: InboxResultView and view: InboxItems
There is a field : overdue
This field displays red or green based on the due date of the inbox items.
I want to change this color based on my own custom logic.
Where do i write code for this ?
While debugging I see that the field Overdue has only the due date and time but on the web UI screen I see that this field has a red or green icon. Does anyone know where is the code written for displaying the sla color.
Thanks,
Karthik

Hi Karthik,
In the context node class -> goto Attributes -> there you can see iterator class, for example : CL_ICCMP_IN_INBOXRESULT_IT
Go to the iterator class and look at method IF_HTMLB_TABLEVIEW_ITERATOR~RENDER_CELL_START
There's logic on how to show the icon overdue become red, yellow or green. You can enhance the iterator class and modify the logic to whatever you want and then change the attribute of the context node class to the Z-iterator class
Hope it's help,
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Agent Inbox Search Oldest Emails

For high inbound email call centers, does anyone have a best practice to handle the requirement of returning the oldest emails to ensure the agent can process the oldest email?
We are thinking of doing this:
use the custom_hit_list to sort by posting_date asc if they sort by creation date
if the status filter is set to Non-Complete, set the max hit results to 1000 to ensure that the agent can process the oldest email as the sort still returns the newest emails.
Thanks

Hi, please check your configuration.
Find out the Agent inbox profile and go to customizing tcode CRMC_IC_AUI_PROFILE (SPRO --> CRM --> Interaction Center WebClient --> AgentInbox --> Define Inbox profiles).
Select your inbox profile and check main categories assignment. Might be that you have to remove entries.
Kind regards,

Number of hits displayed in IC Agent Inbox

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