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

Similar Messages

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

Urgent : Need help to open the contacts / Returns screen from ICWeb Client

Hi Gurus,
I have no much information on PCUI. I need your help to the following:
1--> To open the Contacts / Returns PCUI screen from ICWeb client. (which object to be used)
2--> Pass the confirmed BP to the newly opened window.
Please give me your valuable inputs.
Hoping for the best and the earliest.
Regards,
Raju
Edited by: reg raju on Apr 22, 2008 3:36 PM

Hi Gurus,
I have no much information on PCUI. I need your help to the following:
1--> To open the Contacts / Returns PCUI screen from ICWeb client. (which object to be used)
2--> Pass the confirmed BP to the newly opened window.
Please give me your valuable inputs.
Hoping for the best and the earliest.
Regards,
Raju
Edited by: reg raju on Apr 22, 2008 3:36 PM

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.

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

Agent Inbox Refresh

Hello experts,
I have a requeriment for an agent inbox in CRM 7.0, i need to refresh automatically the inbox.
I reviewed the BAdI: Agent Inbox, but i don´t find a method to do this.
How i can do this?
Any help will be highly appreciated.
Thanks,
Miguel

Hi Miguel,
I think you cannot achieve this with server programming (BAdI, etc...). To force regular inbox refresh you need to program it on the client:
You will have to add some javascript code (function setTimeout, invoking the inbox search button automatically at regular time intervals) in the view that handles inbox search.
KR
Walter

Definition of selection periods to use as defaults in the agent Inbox ICwin

Hi,
I am trying to define the selection periods to use as default in the agent Inbox (planned activities) in the IC Win Client. Any idea how to customize?
Thanks,

Please go to transaction SPRO: CRM/IC Win client/Visible Components/Navigation Area/Assign Time Period for Search in Locator
Search type: ONE_ORDER_PLANNED
Search ID: ORDER_PERIOD_PLANNED
And That's it.

IC Agent Inbox Search Issue : -

Hi All,
I have some clarification regarding the IC Agent Inbox search.
We have a situation were mails have been assigned under particular agents name.
When he/she tries to search for the mails in "inbox search" by applying criteria like Transaction type , Categorization schema,assigned to - "my group"
and enter search it is not pulling all the records what is expected.
Can you guys please tell me what might be the problem here any code change or customizing changes required to set this right ?
Please give a suggestion ASAP possible as it very urgent issue needs to resolved.
Thank you so much for listening.
Regards,
SAPIENT

Hello,
If I were you, I would debug the query involved in work item search, and see the conditions used to retrieve the work items, and see why some are note retrieved.
In the past, we also had some strange behaviour regarding agent inbox, so I would also check OSS notes, under application area CRM-IC-UNI.
The DB tables involved are, if I am not mistaken, SWWWIHEAD (header info) and SWWUSERWI (assignement of workitem to users).
By checking those 2 aspects, you might find out what is the issue in your system.
Hope this helps.
Best regards,
Sylvain AGUETTAZ

Doubt about Agent Inbox with ERMS and NON-ERMS

Hi All.
We have configured both ERMS and NON-ERMS email receiving (to make some tests) and we verify that only the workitem generated by the NON-ERMS workflow (WS14000164) is shown in the IC Web Client Inbox. The workitem generated by the ERMS workflow (WS00200001) is shown only in the SBWP transaction. Is this right???
We believe that our agent inbox configurations are correct, because it is working fine for NON-ERMS emails.
There is some trick to make the generated ERMS workitens be shown in the IC Web Client Inbox?
Thanks in advance!!!

Hi Julio,
You will NOT be able to get the workitems created by the standard ERMS wokflow (WS00200001) into your inbox, because SAP's assumption is that ERMS precisely replaces manual inbox assignment work by some automation (Response Management).
Even if you add the ERMS task 207914 in transaction CRMC_IC_AUICOMM, this configuration will be made inactive by the workitem search-engine. You can observe this in method CL_CRM_IC_AUI_WI->IF_GENIL_SO_HANDLER~GET_LIST, around line 210:
read table lt_wflows with key object = co_erms_email_task into ls_wflows.
if ls_wflows is not initial.
delete table lt_wflows with table key object = co_erms_email_task.
endif.
If you still want to see ERMS WIs in your inbox, make a copy of WF WS00200001; in copy, replace task 207914 with your own one, that you add in trx CRMC_IC_AUICOMM. Deactivate triggering event of WF WS00200001; activate triggering event of your own one. No changes in SO28 necessary.
But you may then think about what should happen when one wants to postprocess an ERMS WI displayed in inbox; because some ERMS processing may already have taken place: incoming e-mail may already have been linked automatically to an existing service ticket. You should then support easy navigation to that ticket, and forbid e-mail is linked again manually.
Hope this makes topic clearer
Kind regards
Walter

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

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

Using both ICWeb Client and ICWin Client

Hello,
Is it possible to use for normal Call Center agent's work ICWin Client and for manager of Call Center ICWeb Client's "Manager Dashboard"?
I mean do both interfaces work on same data from CRM?
I want to enable to the manager of Call Center some real time statistics of his unit's work.
Regards
Radek

Hello!
Technically it is possible, the only restriction is you cannot logon to the ICI at both systems at the same time.
BUT: I don't recommend it. It would be to double the work, the maintenance and the envinronments. You should have to do developments from both sides, since the architecture is quite different. My advice is not to do it.
Regards
Joaquin

Agent Inbox

Hi,
is it possible if we can get ability to take actions (change priority, bucket email into a category and others) from Email Inbox page "On the email Inbox page, it would be nice if we could take actions on a record from that page in order to scan through the queue. That could be changing the priority, bucketing the email into a category (would be nice if some kind of category field could be added so we could input different choices if we wanted like marketing, brand development, real estate, quality, suggestion, etc...)"
Regards,
Kamesh Bathla

hi
iam completed CRM course(basics),iam not able to AGENT INBOX in IC Win Client. could any body help me in create agent in box.
my email id is [email protected]
Regards
Shankar.

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

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.
Regards
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
But how can I display the hits in result view. How can this be achieved
Let me know if you require any more info.
Regards
Yogesh

ICWEB Client - Agent Inbox - Urgent

Similar Messages

Maybe you are looking for