CRM 6.0 Agent Inbox Due Date Advanced Warning

Has anyone implemented Advanced Warning for Due Date for Inbox Items?
We are also looking at defining an Advanced Warning for Due Date for the Inbox where the icon for each Email in the Agent Inbox would change (Green/Yellow/Red traffic lights) versus the Gray Diamond we see today.
Our requirement is to have all email processed within 72 hours of being received and ideally within 24 hours. We do not have any specific SLAs configured in our system to day. We do not have any specific date profiles for email.
We understand this will require date profiles / date management. Our Transaction Type 004 for Incoming E-Mail has a date profile of 000000000003 which I am assuming is the default. Appreciate steps to follow for set up if available.

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

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CRM ERMS workbench & Agent inbox status difference

Hi,
Due to the fact the ERMS Workbench doesn't allow to update all received e-mails. Therefore we created a Z-program where we used the function module CRM_ERMS_RPT_EVENT_HANDLER to update the status field in tabel CRMD_ERMS_HEADER.
If we use the program then the status is updated from e.g. open to complete in the ERMS workbench but in the Agent inbox search the status is not updated.
Is there another function module for this? How can we make it work so that we don't have any inconsistencies anymore?
Many thanks for the help.
Kind Regards,
Christoph

Hi,
I don't see why I should create a new profile and use the rule modeler for finding a solution. Let me explain my problem again.
We use the standard function module CRM_ERMS_RPT_EVENT_HANDLER to update the status of the e-mail to the status 'closed'.
This works so if we run the report the e-mails disappear from the ERMS Workbench. E-mail status is changed from 'open' to 'closed'
But if I go to the inbox of the IC and search for the same e-mail then I notice that the status is still 'open'.
So everything for the ERMS workbech is ok, only the agnet inbox status is not changed.
There must be another way then using a rule modeler for this.
Many thanks for the help.
Kind Regards,
Christoph

CRM 5.0 - IC WebClient - Due Date - Working Hours for Service Ticket

Hi Gurus
We're using a Service Ticket Transaction which has a Date Profile which provides a 48 Hour window for which the user must complete the Service Ticket Resolution.
The issue is I want to tie this up to the Business working Hours. I just cannot figure out where I define the Business Working Hours.
This is a Standalone CRM Implementation. Maximum points for the right answer.
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Hi,
The response time of 48 Hours must be maintianed in response profile... right?
Similarly there is a availability profile in which you maintain the business hours/ availablity of your resources.
These both together make a service profile.
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Hi guys
Theres one email under our inbox that we're not able to edit or interact with
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Any reason why this is happening?
Jogi

Thanks for this.
We've effectively used a Non-ERMS solution as per the FAQInbox document.
We may need to look at switching over to ERMS to get this right.
Thanks again - Max Points awarded
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Advaned warning for due date based on statuses

Hi,
While searching transactions, for the due date some icons are coming like(green squere, yellow triangle, tick mark, grayed dimond) and so on.
can I maintain these icons based on statuses. Presently tick mark is coming for one of the statuses maintained in the status management. But for this we didn't maintained any configuration settings at IMG --> CRM --> Interaction center Web client --> Agent Inbox --> Map item attributes to inbox Attributes --> Define advanced warning for due date.
Required quick response as it is business critical requirement.
Thanks,
Chandu

Hello Praeva ,
The event 1330 has a sample FM FKK_SAMPLE_1330. It doesnt even have a Standard Function Module.
You need to create a Installation-Specific FM and put your code to determine the Due Date based on the logic.
Rgds
Ram Kumar.

ICWEB Client - Agent Inbox - Urgent

Hi,
I want to know how can we change the due date appearing in the Agent inbox to a date type in my service ticket.
Currently, the default due date and time are 23:59,1999.
Please respond ASAP .
good answers will be rewarded
Regards
Raj

Hi Jaoquin
I have the BADI implemented and active already ..
Thanks for the reply but my concern still remains.
Hi Arden
_A Service Ticket should be assigned a Date Profile, by manipulating a the Date Profile you can parameterise the Due Date value.
I have a date profile with date types assigned to my ticket and i want that the ticket should go red on completion of one of the date types for which i maintained the settings in
Agent Inbox>Map Item Attributes to Inbox Attributes>Define Advanced Warning for Due Date_
but the due date being picked is from somewhere else did i miss some customization ..
Please Help!! --Urgent
Regards
Raj

Bypass manual email status update in Agent Inbox

hello,
I have a service class that automatically and successfully creates a Service Request from Email although it does not update email status in Agent Inbox.
my situation is very similar to this one.
[CRM ERMS workbench & Agent inbox status difference;
although the answer provided does not really solve the problem.
My knowledge in ABAP does not really extend to workflow so please do correct me if i'm saying things wrong.
So here's the scenario:
Task A that processes the ERMS rule completes task (service class)
Task B waits for the user's decision before execution so we have to manually update email status to 'Completed' in Agent Inbox.
Our approach is to search for a way to bypass this decision part so the workflow can continue.
Has anyone encountered this before? Can you give me suggestions? Thanks.
Sunntann
Edited by: sunntann on Aug 16, 2011 10:12 AM

Hi,
Please post it in ABAP Development Forum. then you will get prominent responses.
Regards,
Suman

CRM 5.0 ERMS - Setting Priority, Due Date etc of Incoming Email

Hi Gurus
We've moved our incoming e-mail processing from a Non-ERMS set-up to an ERMS set-up.
Previously we were able to assign the Priority & Due Date for Incoming Emails in Transaction.
SPRO -> IMG -> Customer Relationship Management -> Interaction Center Webclient -> Agent Inbox -> Settings for Asynchronous Inbound Processing ->
Define Receiving E-mail/Fax Settings
Now with E-mails coming through via ERMS we have the following issues:
Priority is set to Medium when we require High
Due Date is set to 31/12/2099 when we require 24 hours from arrival into ERMS
Responsible Group is Blank when it should be the assigned Org Unit.
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Maximum points for the correct answer here.
Many Thanks in advance
Panduranga

Hi,
Yes you have to do settings in rule modeler, please go through the following link for ERMS and rule modeler and if you are still not able to solve let me know.
http://help.sap.com/saphelp_crm50/helpdata/en/83/0a94734da3439fabcd079cee3f3c72/frameset.htm
Regards,
Deepak
I think you need to do these settings in Transaction CRMC_IC_AUIGNADR
Edited by: Deepak Ahuja on May 14, 2008 4:15 PM

Inbox Search - Remove "Due date" for search for date

Dear experts
We'd like to remove the value "due date" from the dropdown box "Date type" in the agent inbox search.
How could we achieve that?
Thanks in advance
Stephanie

Thanks Raj.
When I display the page AuiSearch.htm, I can see the coding for this dropdownbox:
        <crmic:dropdownListBox id                = "DlbDateType"
                               table             = "<%= controller->G_Datetype_DD %>"
                               nameOfKeyColumn   = "valpos"
                               nameOfValueColumn = "ddtext"
                               selection         = "//SearchAuiItems/DATETYPE"
                               width             = "100%" />
However, I don't want to remove it. Currently the dropdownbox contains 2 values:
"Created Date" and "Due Date".
I would like to have only "Created Date".
Thanks in advance
Stephanie

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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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.
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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
<b>buffering of org structure</b>, which is currently switched off for
SALES and SERVICE scenarios as per table T77OMATTSC.
The report <b>HRBCI_ATTRIBUTES_BUFFER_UPDATE</b> is running regulary
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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

Issue while enabling Advanced Search functionality in Agent Inbox

Hi Experts,
We have enhanced the Agent inbox search to include few EEWB fields. The basic search is functioning smoothly and search is working on both standard and EEWB fields.
But after configuring the Advanced Search for agent inbox, we are not able to find the EEWB fields in the Advance search dropdowns to be searched upon.
We checked the ICCMP_INBOX/InboxAdvancedSearch view configuration and the EEWB fields are also not available in the list of available fields, but are present in the Context node 'SEARCH'.
Are we missing on some configuration?
Any pointers towards the solution would be highly appreciated.
Regards,
Saumya

Closing this thread due to lack of replies

CRM Agent Inbox and Org Structures

Hi There,
Does anyone know if the Agent Inbox can be integrated with the CRM Org Structure so that the Forward To Groups/Persons will remain up to date (as per the HR org structure which is replicated to CRM). I know that the Forward to Groups are defined as a customising task so I am not sure if this is possible, but maybe there is a program that can compare the Forward to Groups with theorg structure and update them in a batch. This would be necessary when employees resign/join/move departments.
Kind regards,
Tarryn

Thanks for this.
We've effectively used a Non-ERMS solution as per the FAQInbox document.
We may need to look at switching over to ERMS to get this right.
Thanks again - Max Points awarded
Regards
Panduranga

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 .
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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

In F-51 transaction was not posted,& due date field for advance payment VEN

1. In F-51 transaction was not posted.
In the above T-code I want to tranfer Invoice amount (RE) to special GL debit retention money payable the following error was throwing,
Balancing Field "Profit Center" in the line item 001 not filled.
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In OB41 I changed the field status for posting key 29 in payment transations I made due date field required, but it is not appearing due date field in document entry screen, while posting transaction.
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Regards

Hi thru f-51 u cannot post the transaction here u can enter first line item and select process open item and post it and the base line date is already entered in invoice document based on that one the advance amount is adjusted u con't enter that base line date at the time of advance payment and also the payment terms are maintained in vendor master based on that on also due date is calculated i hope it will be helpful.

CRM 6.0 Agent Inbox Due Date Advanced Warning

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