Updated field in IC Agent Inbox

Question

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

Answer 1

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