Agent Inbox Resp. Group results

Hello Experts,
In the Agent Inbox, when applying the responsible group filter (my group / identified department), the results still return all results instead of filtered results.
Any assistance would be appreciated.
Thank you,
Tanya

Hi,
Try enhance the search event to filter the agent.
Cheers,
cady.

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Thanks in advance.
Regards
Siva

Hi Sivakumar,
AET is the best way by far to create a custom field in this area. It is easy and simple.
Also, field once added in one business object it can be used at different objects as well.
There is also a demo available for AET on sdn.
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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:
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    TRY.
        lr_result ?= lr_query->get_query_result( ).
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Display errors in Web IC
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Kind regards,

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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.
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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

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,
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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.

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?
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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.
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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.
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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
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Yogesh

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

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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?
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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.
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Transaction PPOMA_CRM
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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.
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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
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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?
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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
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The report <b>HRBCI_ATTRIBUTES_BUFFER_UPDATE</b> is running regulary
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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.
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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.
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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.
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Maybe this will be the most reasonable solution.

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
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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 )
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"Forward To" option in Agent Inbox

Hi,
We are facing issue in "Forward To" functionality in Agent Inbox.
We have done below configuration steps to execute "Forward To".
- Define Reciepient profile:
Here define responsible groups (which are already maintained in Org model as a Org. unit).
- Assign Reciepeint profile to agent inbox profile:
We forward inbox item to particular group. Now forwared item should be visible in that particular group.
The issue is "Forwarded item is not reflecting in that group.
Please let us know if we missing any steps.
Regards
Mohit

Hi Arun,
Yes we are using IC_Agent role and inbox profile is assigned this role.
I am trying to forward inbox item (service order , interaction record etc.) to different groups and these groups are maintained as Org. unit in org. model.
Regards
Mohit

Agent Inbox Resp. Group results

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