Agent Inbox - Classifications

Can we search Service Tickets By "Classifications Fields" in Agent Inbox?
Or Can we add "Classifications" in the Sort drop down in Agent Inbox.
Thank You.

Sorry,I forgot to tell that we are using IC Webclient Service Add On.

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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

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

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

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.

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

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.
Hope this works!
Regards,
Joost

ERMS work items not visible in IC Web Client Agent Inbox

We have configured ERMS rule modeler with a routing to an organisation unit if email content contains a specific word.
ERMS seems to work fine as workflow is triggered and work items created in the relevant user SAP inbox (any user assigned to the organisation unit used in ERMS routing.
When I log into the IC Web client and check for email items in the Agent Inbox, the emails are not visible!!!
Has anybody faced a similar issue?

Hi Manoj,
Have you look at this configuration in SPRO
->Agent Inbox ->Setting for Asynchronous Inbound Processing ->Define Receving Emails/Fax settings inthis Set Comm.method as INT i.e E-Mail.
Pls check this config and get back me..
Regards
Raju

Agent Inbox Issue

Hi All,
We are using agent Inbox as a workspace in IC Winclient (4.0). Agents are receiving activities in the inbox. the issue we are facing is that whenever an agent open an activity (not complete) just open it gets deleted from the his inbox.
I'll appreciate your Inputs.

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

Item level ststus not showing search list for agent inbox

Hi,
while selecting item level ststus in agent inbox it is not showing records in search list.so many records existed in system based on item leval ststuses.
currently working on crm 7.0
can u please help me out to solve this issue
Thanks & Regards
kishore kumar

Hi,
i performed all settings regarding map inbox etc.still i am not able to see results list based on item level ststus.these ststus profile assaigned to item catageory
Thanks & Regards
Kishore Kumar

Agent Inbox Quick Search with Custom Parameter

Hi,
In the Agent Inbox Advanced Search I added Created By as a searchable parameter. We'd now like to create a Quick Search for Created By - Me.
I see that we use view CRMV_AUI_QUICKS to define quick searches and that this view is based on the table CRMC_AUI_QUICKS. Obviously the field (Created By) that I added to the Search Object (BTQueryAUI) is not included in that table.
So, I suppose that I can append the new field (Created By) to table CRMC_AUI_QUICKS; but then won't I have to regenerate the Table Maintenance View so that the new field will be included in the maintenance screen? Won't this be considered a repair since the view is in the SAP namespace?
Will this even work?
Is there any other way to include custom search fields in Quick Searches? I guess I could code a solution in ICCMP_INBOX/AdvQuicksearchV but I'd rather not have to code quick searches every time a new field is added to the searchable parameters.
Thanks for your time,
P.

Anyone have any insight in to this?
Thanks,
P.

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

Old Mails suddenly started to show in Agent inbox

Hi Experts,
In ICweb client we are using agent inbox, The users can search the emails through status like open, inprocess etc in inbox.
We have recently in Feb 2009 upgraded from CRM 5.0 to CRM 2007, Till recently that just 2 days before also when ever the agent search for the Emails with status open they used to get email which are open after the upgrate(2/14/2009) onwards, Now suddenly from last 2 days when agents searches for the Status open emails the system stated to show up apart from new emails old emails also(which are created before 2/14/2009).
So Please advice why its happened and how can i resolve it.
Regards
Teja

Hi Arden,
Thanks for your suggestion,
My understanding of this issue is as email were not deleted before upgradation(not sure can we delete email before upgradation) they will show up emails which are in open status irrespective of whether the mails are before upgrade or after.
But the agents claim they never got the emails which are created before upgrade now suddenly started to show up.
So can u suggest is my understanding is correct or what agents claiming is correct.

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

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

Agent Inbox - Classifications

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