Inbox Search (CRM5.1)

Hi Gurus,
need some help here.
I have a requirment, that I only need to do search for service ticket by using quick search drop down.
But once i select that it will bring over all the interaction details.
How i can restrict the search only for service ticket
Can i have a "save search" in IC Agent in inbox as what we have in IC Manager profile ? so it will allow me to pre-define the search categoty.
Please advice gurus.

Hi Jaseri
You need to do the following from your SAP Login - Not through SPRO - IMG
Go to the SAP Menu - from there its:
Interaction Center -> Interaction Center Webclient -> Administration ->
Agent Inbox -> Define Quick Searches
Here you can define a new Quick Search to met your requirements.
Once done - Save
Then you need to go into Spro into the the Interaction Center Webclient Config for the Inbox and link the new Quick Search to the relevant profile.
<b>Reward with points if useful</b>
Regards
Arden

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New Field in Inbox Search

Hi,
I want to add one new field to inbox search i.e. 'Created By' , the purpose of this field is to search the service order on the basis of created by. could anyone please help me in solving this issue?
do we need to enhance the class CL_CRM_AUI_QUERY_SERVICE and GET_1O_QUERY_RESULT?
Regards,
Kamesh Bathla

Hi,
Can you please tell me what I need to do in the method mentioned by you?
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Amit

Help needed in Inbox search for Custom attribute

Hi,
We have a requirement where in we are having a custom attribute on Service request to store the ECC Order number.
We have enhanced the Inbox search to retreive all the service requests havig the ECC order number.
Here we are encountering a problem. i just created a new crm service request and entered order number 1234. and now when i search for the same in Inbox search giving the criteria order number as 1234. I get no results found. But when i extend the max list to 2000, then i see the service request appearing in the result list. not sure about the algorithm that is designed for inbox search.
Any pointers on how to resolve this issue would be of great help.
Thanks,
Udaya

Hi,
I do not have the time to research this completely, but I had a short look into the class you posted.
In the GET_DYNAMIC_QUERY_RESULT there is a call to CL_CRM_QCOD_HELPER->PREPROCESS( )
A little bit lower there are blocks marked by comments for the single searches that are handled by this class. I had a look into the campaign_serach() method. There if you scroll a little bit down (around line 123) they set all search parameters to SIGN = 'I' OPTION = 'EQ'. This is done several times below as well.
Set a breakpoint in the proprocess() method and check which of the blocks is called and how they handle your search criteria.
Hope it helps.
cheers Carsten

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

How do I get rid of "inbox search"? It is now where "Google search" used to be.

''''''
I was down loading something but got "Inbox search" instead. It displaced "google search in the normal search box at the upper right corner of the screen.
The search I get is now very limited. I am so frustrated that I now go back to Safari to be able to use google.
I eliminated all by add-ons and went back to default mode to no avail.
Also I put firefox in trash and reinstalled firefox but this "inbox search is still there. help
''''''''''''

See
* https://support.mozilla.com/en-US/questions/698166

Delete button not enabled on Inbox Search List

We are using CRM 2007 sp4. In one of our Web Interaction Centers we want to allow certain end users the ability to delete certain transactions from the inbox search list. At present when an item in the result list on the inbox [Component ICCMP_INBOX (Inbox Items)] the delete button is not enabled whilst the Edit, Display and Interact are all enabled. how do we enable the delete button.
Thanks in advance

Hey corrines,
Here is an article for you that will help you troubleshoot this issue with your keyboard:
One or more keys on the keyboard do not respond
http://support.apple.com/kb/TS1381
Take care, and thanks for visiting the Apple Support Communities.
-Braden

Inbox Search of Status for Service Order in CRM_IC

Hi all,
When I am searching for a Service Order status in Inbox search in CRM_IC in the Result List it is not displaying Service Orders which are in same Status. It is displaying the list of Service Orders with different Status like Open, Inprocess, Not Completed etc., Can any body please........with details.
Points will be rewarded for currect answer
Thanks,
Shrik.

I have never used this function module before, but looking at the coding, I don't think this will serve your purpose.
I think it might be better to use method(s) from class CL_CRM_DOCUMENTS.
Via the GET_INFO method you can retrieve the documents you need and using the DELETE method should delete these object. I did use the GET_INFO method etc. but we haven't deleted any objects. But according to the name of the method, it should DELETE the documents.

Query on CRM Inbox Search

Hi All,
This is with respect to Inbox Search for CRM 2005.
We have customized "Assigned To" field so as to show all the employees under Call Center.
Following is the code to do this
DATA: lt_org_unit_list TYPE TABLE OF objec,
       ls_org_unit_list TYPE objec,
       lv_org_objid     TYPE hrobjid,
       ls_org_units     TYPE crmst_aui_org_unit,
       lv_org_unit      TYPE objektid,
       lv_key           TYPE valpos,
       ls_empl_***      TYPE crmst_aui_domvalues_dd,
       lt_p1000         TYPE TABLE OF p1000,
       lv_p1000         TYPE p1000,
       lv_partner_guid TYPE bu_partner_guid,
       lv_plan_version TYPE plvar,
       lv_bp            TYPE bu_partner,
       lv_lines         TYPE i,
       lv_org_otype     TYPE otype,
       lv_call_center_id TYPE objec-stext.
Append Groups of the Agent
1. Step: Get all assigned OrgUnits
   CALL FUNCTION 'RH_STRUC_GET'
     EXPORTING
       act_otype = 'O'
       act_objid = '50000607'
       act_wegid = 'O-S-CP'
     TABLES
       result_objec = lt_org_unit_list
     EXCEPTIONS
       OTHERS     = 3.
   CHECK sy-subrc = 0.
   DELETE lt_org_unit_list WHERE stext <> 'Call Center'.
   LOOP AT lt_org_unit_list INTO ls_org_unit_list.
     lv_call_center_id = ls_org_unit_list-objid.
   ENDLOOP.
   CLEAR: lt_org_unit_list,ls_org_unit_list.
Append Groups of the Agent
1. Step: Get all assigned OrgUnits
   CALL FUNCTION 'RH_STRUC_GET'
     EXPORTING
       act_otype = 'O'
       act_objid = lv_call_center_id
       act_wegid = 'OO-S-BP'
     TABLES
       result_objec = lt_org_unit_list
     EXCEPTIONS
       OTHERS     = 3.
   CHECK sy-subrc = 0.
   DELETE lt_org_unit_list WHERE otype <> 'BP'.
   lv_key = '0004'.
   LOOP AT lt_org_unit_list INTO ls_org_unit_list.
   lw_value-valpos = lv_key. "unique sequential number
   lw_value-ddtext = ls_org_unit_list-stext.
   APPEND lw_value TO c_responsibles.
   lw_orgunit-key = lv_key. "reference to group created in c_responsibles
   lw_orgunit-otype = ls_org_unit_list-otype.
   lw_orgunit-objid = ls_org_unit_list-objid.
   lw_orgunit-stext = ls_org_unit_list-stext.
   APPEND lw_orgunit TO c_org_units.
   lv_key = lv_key + 1.
   ENDLOOP.
The problem is when I am selecting an employee from the drop-down, it does not show the correct results i.e. it does not show the records for that employee, instead it populates all the records for that Call Center.
Can someone please let me know what am I missing.
Thanks,
Nikhil

Solved myself

Problem with the Inbox search of IC Web Client

Hi Friends,
Iam working on the Inbox search of the IC Web client.
For the Inbox search, in the view AuiItems.htm, I have added two fields Main Reference Object and Account.
But when I click on search, in the result list all the values except these two which I added. In the result list Iam getting the values as NULL for these two newly added fields. What could be the reason for this and how to solve this??
Regards,
Raju

Hello Narayana,
You can link user statuses to inbox status under customizing
Interaction Center WebClient --> Agent Inbox --> Inbox Search Definitions --> Define Inbox Status.
Here you can delete system status and add user statuses.
After adding user status ,you need to map inbox status to element status in Customizing for Customer Relationship Management by choosing Interaction Center WebClient --> Agent Inbox --> Map Element Attributes to Inbox Attributes --> Map Element Status to Inbox Status.
Read documentation on Map Element Status to Inbox Status customizing entry.
You dont have make changes to the code for this customization.
Thanks,
Thirumala.

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

Inbox Search - status for service request not updated

Hi,
In inbox search, the status change for a service request does not reflect until the user log offs or opens the service request in edit mode. PFB the steps followed. (Two users are monitoring the service request but is being processed only by one)
Web UI window 1(User 1): I open the inbox search result page. Service requests are displayed with the status field
Web UI window 2(User 2): In a separate window, the service request is approved by changing the status of the service request to Approved.
Web UI window 1(User 1): In the inbox result screen, i click on search for the same search criteria, but still the old status of the service request(updated in window 2) is displayed.
Observation:
1. If I open the service request, the service request still has the old status. If i click on edit, the new status is displayed. If i click on Back button (without clicking on edit), the new status is refelected for the service request in the inbox result page now.
2. If I log off and again open the inbox result, the new status of the service request is reflected.
3. The status of the service request is updated in the database immediately user 2 changes the status.
There is no enhancement done for the inbox search. The behavior is for standard inbox result.
Please provide any pointers to resolve this issue.
Regards,
Radhika
Edited by: Radhika Chuttani on Jan 5, 2011 7:13 AM

Radhika,
This is standard behavior in the SAP inbox. The reason is that SAP buffers search results in the Inbox in order to improve performance. So even though you hit "search" again, SAP does not update the search results because this search has already been executed in this session. Clicking "End" or logging off refreshes the buffer.
SAP released a note to update the "Responsible Employee" in the Inbox without requiring the user to log off. You can see their explanation and the solution here:
https://service.sap.com/sap/support/notes/1465966
If you want to enable inbox refresh every time a search is executed, you will probably have to do custom coding. My guess is that you may be able to leverage the CRM_IC_INBOX_BADI. Let me know if this much info is enough or if you want further details on how to technically achieve this.
Rahul

Regarding Inbox Search

Hi All,
Currently we are facing an issue in Inbox while searching Service Tickets,I am searching ST based on the Status and Communicated but it is showing an error that "Unable to select business transaction"
and if i am giving time period it is showing all the commmunicated tickets in inbox.If i am giving time period as blank it is showing the error as above.
Kindly suggest its a very high prority issue.Points will be rewarded.
Regards,
Rajasekhar.
Edited by: rajasekhar on Aug 30, 2008 11:39 AM

in the IMG under Define Inbox Status
ICWC > agent inbox > inbox search definitions > define inbox status. Have you set that status here?
Then chack config in t-code CRMC_IC_AUI_MAP_STA to see if your status is set here properly.
In my 5.0 system I am not having your issue search tickets by status and blank time period.

Restrict agent Inbox search in navbar

Hi,
In my icwc, all navlink in nav bar can only be accessed after account is confirmed. can this be configured via customizing in SPRO? for example: to restrict the access the Inbox Search before an account is confirmed.
Or this can only be restricted in coding?
Kindly advise.
/ginnie

Hi Ginnie
We were only able to accomplish this through coding.
We copied existing code which prevents going into Service Ticket view until a customer is confirmed, and applied to other views.
Regards
Arden

I do not like inbox search and want to use google but i cannot find any way to remove inbox--in fact when i search for it to remove you would think it is not there--but it is and i cant get it off. anyone know how?

Question
i do not like inbox search and want to use google but i cannot find any way to remove inbox--in fact when i search for it to remove you would think it is not there--but it is and i cant get it off. anyone know how? edit
Details

What you should see on a restart is a black screen followed by a screen with the Apple (at which point you let go of the two buttons). There is no progress bar, just the Apple. The Apple will stay there for 15 seconds or so, then the "Slide to Unlock" screen will redisplay.
But, I don't think the reset will fix it for you. I just tested it, and it comes back on with the zoom still on. The only way to get it to zoom out is the tapping with the 3 fingers.
I said to double-tap....MY BAD! You need to triple-tap with three fingers!
Try that and see if it will display the zoom menu for you, or if it will zoom back out.
Cheers,
GB

Change of Interaction Center WebClient Inbox search

Hi All,
Our requirement is to change the inbox search of Interaction Center WebClient. Here we need to add one more field called Schema Version Management. When we search for inbox it has to pick that schema vesion inbox. Could you please some one suggect is there any BADI or any other method to implement it? Appreciate your inputs.
Thanks in advance

The SAP CRM Interaction Center combines separate processes
Communication Process via various channels, e.g.
E-Mail (CRM 7.0, EHP1, EHP2, EHP3):
Pull scenarios: using SAP Connect interface
ERMS workflow (CRM 7.0, EHP1, EHP2, EHP3),
Agent inbox workflow (CRM 7.0, EHP1, EHP2, )
Push scenarios:
simple ICI E-Mail,
ERMS push (CRM 7.0, EHP1, EHP2, EHP3) using combination of SAP Connect and ICI mail handling
Telephony
Chat (CRM 7.0, EHP1, EHP2, EHP3)
Fax and Letter (CRM 7.0, EHP1, EHP2, EHP3)
Customer Interaction Process (CRM 7.0, EHP1, EHP2, EHP3)
and the integrated Business Transaction Process
CRM Business Transactions: UIU integrated views (CRM 7.0, EHP1, EHP2, EHP3)
IC specific business transactions (CRM 7.0, EHP1, EHP2, EHP3)
within the context of a single process flow or an agent's "interaction" with a customer.
Blog "Hitchhiker's guide from a process perspective", gives an overview of those processes integrated in the SAP Interaction Center
Only business roles of type B IC Webclient support above mentioned process integration. When setting up your own business role for the Interaction Center, consider KBA 1836437 which summarizes technical prequequisites from customizing point of view.

Inbox Search (CRM5.1)

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