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

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regards
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Hello together,
I a m stuck at the same point. I know it is long ago, but it is worth a try:-)
I would appreciate your answers.
BR
Hannes

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

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