CIC Agent inbox access through e-portal

Hi All,
For Customer care agents, we have limitation in providing direct login access to Win Client.So i have a doubt, if we provide them access thru e-portal,will the portal directly open win client(sap gui) whenever the agent gets an inbound call?
In other terms can we have CIC implementation for Inbound telephony and have it accessed through e-portal.
Regards,
Abhinav Shahi
[email protected]

Dear Kedar Deshmukh
For Viewing DMS document throught portal you have to use "DMS Connector for KM"
for more follow the link
http://help.sap.com/saphelp_erp2005/helpdata/en/da/e40d3dbd82fe2fe10000000a114084/content.htm
Making Settings for mySAP ERP DMS Connector for KM
http://help.sap.com/saphelp_dimp50/helpdata/EN/32/2a840d132af04fa2f0b31ebf3e8a78/frameset.htm
but you have to explore for some of functionality like "create receipent list, document distribution"
Regards
Tushar Dave

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DMS access through a Portal

Hi,
I have created a portal through which I want to access the DMS functionalities like Create, chang, display document, create receipent list, document distribution, SAP Inbox, etc. The portal is working fine but the only limitation is that, prior to access DMS from portal, I may need to install SAP GUI on that PC.
Expectation is, I need to integrate DMS system directly from Portal without SAP GUI.
Please suggest the solution..

Dear Kedar Deshmukh
For Viewing DMS document throught portal you have to use "DMS Connector for KM"
for more follow the link
http://help.sap.com/saphelp_erp2005/helpdata/en/da/e40d3dbd82fe2fe10000000a114084/content.htm
Making Settings for mySAP ERP DMS Connector for KM
http://help.sap.com/saphelp_dimp50/helpdata/EN/32/2a840d132af04fa2f0b31ebf3e8a78/frameset.htm
but you have to explore for some of functionality like "create receipent list, document distribution"
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Tushar Dave

Href link not working when accessed through wireless portal (ptg/rm)

Hi,
I have a simple J2EE application in which when clicking on a link, the request should forward to another jsp page. I am using Oracle 10g Application Server wireless. I am accessing the application in IE via oracle wireless portal gateway (ptg/rm).
The code is as follows (title.jsp page)
<%
// setting the content type according to the browser.
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} else if(request.getHeader("User-Agent").indexOf("PTG") > 0){
response.setContentType("application/vnd.wap.xhtml+xml; charset=UTF-8");
response.setHeader("Cache-Control", "no-store"); // HTTP 1.1
response.setHeader("Pragma", "no-cache"); // HTTP 1.0
response.setHeader("Expires", "0"); // prevents caching at the proxy server.
if("".equalsIgnoreCase(request.getParameter("ch"))){
%>
<jsp:forward page="hello.jsp" >
</jsp:forward>
<%
%>
<html>
<body>
<form name="" action="title.jsp" method="post" >
<table>
<tr>
<td>
<%
String check = "Link";
%>
<href="title.jsp?ch="<%=check%>">Link
</td>
<tr>
</table>
</form>
</body>
</html>
When the title.jsp page is accessed for the first time the URL is http://<server name>:<port no>/ptg/rm
When i click on the link it shows error page (Page cann't be found" but in the deployed EAR file the "hello.jsp" was included.
But when i click on the Link, the URL changes to
http://<server name>:<port no>/ptg/title.jsp?ch=
Here the rm of ptg/rm got misplaced.
but according to my experience it should be
http://<server name>:<port no>/ptg/rm with some postfix string.
can any one please tell me what could be the reason?
How can i forward the request to "hello.jsp" page?
Thanks well in advance.
Shrikant

Sorry all,
I just want to clarify one thing, that the Link's href code is
<href="title.jsp?ch="<%=check%>"> Link
Thanks
Shrikant

CIC-IC Agent Inbox - show open activities

Hi Forum,
Is it possible in CIC-IC Agent Inbox (CRM 4.0, WinCl)to have the "Open" activities where the agent was assigned (just like on the SAP Business Workplace - SBWP transaction)?
I have the planned activities for the agent but not the other ones where the agent is assigned.
Thanks in advance
Best Regards

Hi Radoslaw,
Send me by email the printscreen error and I might be able to help u.
[email protected]
Regards,
TPT

How do I access the remote(requesting) clients IP address through the Portal API?

How can I access the remote(requesting) clients IP address through the Portal API?
On our 4.5 - IIS system, we can acces it using the Request.ServerVariables("Remote_Addr") in the ASP pages.
We are deploying 5.0 on Java Portal and would like to be able to do this through the Portal's API so I can call it in one of our custom login Activity space or control etc.
I have looked documentation for the HTTPServletRequest object. It seems like we should be able to access it through one of the methods getRemoteAddr if we can get a handle to HTTPServletRequest object through the Plumtree's framework.
I think the XPRequest object encapsulates the HTTPServletRequest but I didn't see getRemoteAddr method listed in the Javadocs.
Is there a way to access the client's IP address through the Plumtree's framework?
I need to do this so we know the location of the user and in our business case we have fixed IP adresss which let us identify which location is user accessign the system from. We can't do this through preferences or profile because we have to use generic userid for the specifc group of users.
Any help on this would be appreciated.
Thanks.
Vanita

Hi, Vanita. For now, you can use
stringsClientIP = HttpContext.Current.Request.ServerVariables["REMOTE_ADDR"].ToString();
Hope that helps!
Sarah

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

VA01 - Transaction Launcher - Orders in Agent Inbox

Hello Experts
I have configured the transaction launcher settings in the WEB UI - CIC. I can create the order (VA01), through the transaction launcher link.
But i want to SEACRH , VIEW and CHANGE that order (already created VA01 - ECC Order) in AGENT INBOX in WEB UI
How can i do that ?
Kindly help.
Regards
DJ

Since it is an order created in the ECC System please check that the middleware settings are present for the replication/transfer of this order into the CRM System.
Once these orders are getting replicated into CRM, you will have to maintain settings for Agent Inbox for these orders (transaction type) to be available in the Inbox search.
There is the ERP Sales Order functionality that can show order history directly. But you will have to follow the same procedure specified above for these to be available in the Agent Inbox.
Regards,
Kalyan
Edited by: Kalyan Yarnagula on Nov 17, 2010 5:07 PM

When messaging server is accessed through mobile, then I am able to reply a mail but I am not able to compose a mail.It gives server error.

When portal server's mobile access pack is accessed through nokia7110 handset simulator then while checking mails I am able to send mails through reply link in inbox but I am not able to compose mails. It gives 'server error'.Please help me out.

Gurmeet,
A couple of questions :-
a. Is this unique for your Nokia browser ? i.e.
are you able to select "compose" using other
simulators?
b. Does your installation also have iPlanet
Messaging server/iPlanet Calendar Server?
c. Have you configured address book correctly ?
You might be seeing this problem if you have not
configured the address book correctly.

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

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.

Workflow for Vendor Creation through a portal.

Hi All Workflow Experts,
I have a scenario here.In my project vendor is created through a portal.On submit button from portal the workflow is to be triggered.I have to design the workflow process.So can you please guide me through what all should i consider while i design this workflow?
This is my first workflow assignment so if you explain in detail it will be a great help.
I will just pen down what all scenarios i can think of:
1.Start workflow after vendor creation or modification.
2.Check whether approver are maintained in Org structure through standard FMu2019s.
3.Check If approvers are maintained ?
4.If yes,approve or reject the vendor.
5.If no,get the agents from the custom table who can take an action on this.
This is what i can think of.
Please guide me.
Thanks in Advance,
Saket.

The corresponding BO related with the vendor creation or changing is LFA1 but this Business object doeanot have any events that are related to Create and Change , so try to create a ZLFA1 and add you own events or make use of delegation concept where you will create a delegation for LFA1.
For your first isssue
Start workflow after vendor creation or modification
EXIT_SAPMF02K_001 Vendors: User Exit for Checks prior to Saving is the user exit where in you can call the workflow when ever you change or create , because this user exit will trigger when ever you try to save the vendor. so i think you can make use of this user exit
For your second Issue
Check whether approver are maintained in Org structure through standard FMu2019s.
Make use of SWI_GET_USERS_OF_ORG_UNIT this fucntion mdoule to get the user of the ORG unit
or you can create a Rule(for determining the agents dynamically) to find the approvers.

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.

Access through internet

Hi all,
Currently we are having an mainframe application which is accessed through internet. In the website of client there is a link which navigates to this application. Once the user enter the VPN credentials it lets us to access the data.
But currently they want to integrate this application into portal. Without making portal as external facing is there a way by which they can access this application through their website ->portal.
Thanks,

you need not create a role and a page and all that.....
just create a URL iView for the Portal and preview the iview ...obtain the URL and stick that URL in your website with a proper SSL encryption....
make sure you understand the concepts of SSL and the use of web disptacher if you plan on using the portal on the internet.....also make sure you have the URL filtering so only specific URL's can be accessed via SSL...

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

List of Oracle Reports run through Oracle Portal.

Hi,
It's possible that I am posting my message to a wrong Forum. If that's so, please let me know (and the correct forum too).
I have several Oracle Reports that are run through Oracle Portal (when user clicks a link for a report). I want to get a list of all such Oracle Reports in one go as I need to modify all of them. At the moment, to get the actual report name that I need to modify I am following the steps below.
When I am at 'Oracle Reports Security' page (in the Portal) where there is a section 'Reports Definition File Access',
1. I click list icon without entering any value in the box. It shows me a list of all report definitions.
2. After selecting a report definition, and clicking Edit, it shows me 'Manage Component' page. There are several links available. One of them is 'Edit'.
3. I click 'Edit' and it shows me the actual 'Oracle Reports File Name'. This is the file I need to work on.
But instead of following the above steps for each of the several reports I need to modify, is there any way, say by running a SQL query, to find out the actual Oracle Reports file names?
The 'Manage Component' page shows 'Run Link' and links for 'PL/SQL source'. I tried to search for the schema name and package name in the database (by connecting as SYS user). However, I found neither the Schema not the Package.
Hope my question is clear. In brief, I want to get a list of Oracle Reports file names that are run through Oracle Portal.
Any questions, please let me know.
Thanks and regards,
Manoj.

Jim,
Did you ever try to add Reports portlet as an item, so that user can click on each item to customize/schedule the report? You can have 50 of them, if that is what you really need.
Any reason why you want to create custom user interface, instead of using this vehicle that Portal provided by default?
You mentioned "The report Portlet ... does not allow customization." Actually, it does. You can do it by clicking on the Customize link of the Reports portlet.
Hope this helps,
-Jeff

CIC Agent inbox access through e-portal

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