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

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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

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

Enhancing Agent Inbox Search - Assigned to category

Hi Experts,
I got an requirement where we need to enhance the search criterion for Agent Inbox( Assigned to field). What I was planning to create an AET field for Case Owner( a criterion which will fetch the results based on case owner).
At present in available Assigned to there are fields Me/Case owner. Which searches based on me as an Employee resp and case owner where emp resp.
Can anyone please guide how shall i proceed?
1. Can we create AET and enable that in Assigned to Tab.2. Which database table shall i use for the AET. Meaning is there any specific table shall i choose for the field while creating AET)
Really appreciate your inputs on it. Thanks.
Regards,
Dinesh

Hi Experts,
I got an requirement where we need to enhance the search criterion for Agent Inbox( Assigned to field). What I was planning to create an AET field for Case Owner( a criterion which will fetch the results based on case owner).
At present in available Assigned to there are fields Me/Case owner. Which searches based on me as an Employee resp and case owner where emp resp.
Can anyone please guide how shall i proceed?
1. Can we create AET and enable that in Assigned to Tab.2. Which database table shall i use for the AET. Meaning is there any specific table shall i choose for the field while creating AET)
Really appreciate your inputs on it. Thanks.
Regards,
Dinesh

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.

Agent Inbox Search Oldest Emails

For high inbound email call centers, does anyone have a best practice to handle the requirement of returning the oldest emails to ensure the agent can process the oldest email?
We are thinking of doing this:
use the custom_hit_list to sort by posting_date asc if they sort by creation date
if the status filter is set to Non-Complete, set the max hit results to 1000 to ensure that the agent can process the oldest email as the sort still returns the newest emails.
Thanks

Hi, please check your configuration.
Find out the Agent inbox profile and go to customizing tcode CRMC_IC_AUI_PROFILE (SPRO --> CRM --> Interaction Center WebClient --> AgentInbox --> Define Inbox profiles).
Select your inbox profile and check main categories assignment. Might be that you have to remove entries.
Kind regards,

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

Quick searched in agent inbox

hi,
in agent inbox search category, i need to search by partner function. can somebody give me any idea.
thnks
vk

Hi Sunglad,
For Default Searches you will have you use the following 2 table views. You can access them via SM30. Create your quick search and assign them to the Business Role.
CRMV_AUI_QUICKS
CRMV_AUI_PRO_QS
Regards,
Hemanth

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

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.

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

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

Agent Inbox - restrict blank search boxes

Hi
If I am searching with the filters within the agent inbox everything works well however,
If all search boxes are blank everything for all org unit's is returned which is not correct as the users are only meant to see what is in
the org's that they are assigned to.
We are using one business role. How do I restrict users from using blank search boxes?
Any help would be great.
PM

Hi Padriag,
You can enahance the search and include a logic if all the values are blank in the search, the system should automatically add the users Org unit in the search criteria and display the result with the assigned values.
Check this threads
http://scn.sap.com/people/kimberly.davis/blog/2009/06/25/sap-crm-70-interaction-center-agent-inbox-enhancements
http://scn.sap.com/docs/DOC-39532
http://scn.sap.com/docs/DOC-5357
Regards,
karthik J

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

Item level ststus not showing search list for agent inbox

Hi,
while selecting item level ststus in agent inbox it is not showing records in search list.so many records existed in system based on item leval ststuses.
currently working on crm 7.0
can u please help me out to solve this issue
Thanks & Regards
kishore kumar

Hi,
i performed all settings regarding map inbox etc.still i am not able to see results list based on item level ststus.these ststus profile assaigned to item catageory
Thanks & Regards
Kishore Kumar

Restrict agent Inbox search in navbar

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