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,
According to me you can acheive your requirement in two ways (at least):
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.

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Best approach to add Z custom field to IC Agent Inbox search and results view

Hi Experts,
We are having a requirement to add a Z custom field to IC Agent Inbox search and results view. I got multiple forums and ideas, but looking for the best approach for handling this. I am sure, you experts, would have already done this.
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.
Please let me know if any more help is required.
Thanks,
Bhushan

Forward to field configuration.

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,
According to me you can acheive your requirement in two ways (at least):
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.

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

How to configure agent Inbox

Hi experts,
I need the steps to configure the agent inbox in CRM 5.0 winclient.
Best Regards,
Caíque Escaler

Hi,
Go thru this link.
http://help.sap.com/saphelp_crm50/helpdata/en/43/cfae5e7aab0236e10000000a11466f/frameset.htm
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Help needed in Agent Inbox SORTBY - Drop down field

Hi All,
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.
you can do something that you want but with custom development - you will need to enhance webui component ICCMP_INBOX. Here you should, based on a chosen by the user Category of a document in search criteria view, narrow the list of Statuses displayed. But I guess SAP standard already makes this as per config in CRMC_IC_AUI_MAP_STA.
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.
But finally we just added a column in results view with found transaction's status.
Summing up - I would propose you would make a mapping of a Category and statuses you want to display -to think it over, next check if you can put it into CRMC_IC_AUI_MAP_STA configuration.
Maybe this will be the most reasonable solution.

"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

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

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

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

Employee Interaction Centre (EIC, ERP) Agent Inbox, Substitution

Hi
We are currently implementing EIC, ERP and are on EHP4. We have a query regarding substitutions for the agents inbox. We note the substitution field is blank so no one can be selected to be a substitute. However, when a processor is set up and assigned to follow up the processor becomes available in the substitute box and can be selected.
So my query is are only processors allowed to be substitutes?
Many thanks
Julie

Hello Julie,
Here is how SAP describes the EIC Inbox substitution functionality:
EIC agents that are absent (for example, on vacation) for a certain period of time can specify a substitute for that time period.
You can enter the required time period for substitution and the desired substitute in the substitution settings. The effects of this are as follows:
The specified substitute is entered as the person responsible and as the processor (if this is the same person) for all activities for which you are responsible.
All other task types (e-mail (SAPconnect), web requests, follow-ups, work items) are processed as follows in the specified substitution period: All new inbox items that the system forwards to your inbox during your period of absence are also delivered to the inbox of the specified substitute during this period. As soon as the specified substitute begins to process one of these inbox items, it is removed from your own inbox.
Hope this answers your question.

Restrict agent inbox status drop down values based on transaction type

Hi,
We have around 20 inbox statuses mapped to different tranaction type and status profile. Now when we can see many other irrelavent inbox statuses when searching for the transactions in the agent inbox.
Is there a way to display only the transaction specific statuses? i.e when I select a transaction type to search only the inbox statuses mapped to the transaction type to be displayed.

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.
you can do something that you want but with custom development - you will need to enhance webui component ICCMP_INBOX. Here you should, based on a chosen by the user Category of a document in search criteria view, narrow the list of Statuses displayed. But I guess SAP standard already makes this as per config in CRMC_IC_AUI_MAP_STA.
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.
But finally we just added a column in results view with found transaction's status.
Summing up - I would propose you would make a mapping of a Category and statuses you want to display -to think it over, next check if you can put it into CRMC_IC_AUI_MAP_STA configuration.
Maybe this will be the most reasonable solution.

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

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 -><b>Define Receving Emails/Fax settings</b> inthis Set Comm.method as <b>INT</b> 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

Forward to field configuration in Agent inbox

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