Hi all,

I need to create a generic alert (not as a task) than would appear in the interaction center banner.

This alert would be triggered when saving a document with a specific status (for instance an activity saved with status E0004 "implemented with no attached file").

1- is this something I can configure 100% on web_ui with alerts & rule or do I need to create alerts in GUI (ALRTCATDEF) ?

2- What elements should I chose in my conditioning to specifiy that for that activity, when saving, if status E0004 is selected, this alert should appear ?

Many thanks,

Elisabeth

Hi,

Does adding a block of standard objects (complaints/orders) to the factsheet require the same settings as listed below :

http://wiki.sdn.sap.com/wiki/display/CRM/How+to+add+assignment+block+to+the+bsp+component+BP_FACTSHEET

Or can it be any simpler since the objects are standard ?

Thank you,

Eli

Dear Experts,

I am facing the problem while loading BSP Page in Configurational Client but in test client it is loadind fine.

Exception Class : CX_SY_MOVE_CAST_ERROR

Error Name : MOVE_CAST_ERROR

Long text is like "During a 'CAST' operation ('?=' oder 'MOVE ? TO')a type conflict occurred. The source type '\CLASS=CL_IUICMDC_CUCOMD_IMPL' is not compatible for assigning with the target type '\CLASS=ZL_IUICMDC_CUCOMD_IMPL'".

Can any One Suggest me the cause of this Exception.

FYI: This Issue is only in configurational Client,In Test Client in Same System it is Working.

Thanks,

Krishna.

Dear Gurus,

We are trying to see the last sales docs from ECC in the Fact Sheet in CRM 7.0 EhP2.

The view LastSalesDocsR3 has been used, and the information is coming correctly from the Info Block 015 in ECC.

The problem is that we'd like to filter the information into two different views: Orders and Deliveries and we do not find how to do it using standard SAP configuration.

Do you know if there is the option to filter this information and separate it into three different views in the Fact Sheet?

Thanks in advance.

Francesc

Hello All,

We are on SAP CRM 7.01 and in the process of evaluating Knowledge Article's. I have it working and integrated with Service Request, but wanted to know if there was a standard way of making the KA's created in SAP CRM to be searchable externally on the Web or we need to go the custom route to make it work?

We currently are using Problem / Solutions and may move forward with KA's. Has anyone implemented KA's and was it easy to migrate?

Appreciate your help and comments on this...

Thanks,

Lankesh

Hi everyone,

I have a hard time figuring out what difference there is between IC alerts & standard alerts? What would make me chose one rather than the other?

Thank you,

Eli

Hi Experts,

I have a requirement that customer want to "Prohibit editing of the customer master records details for non-consumer account types in the IC WebClient"

Current scenario is:

Customer service agents currently have the ability to edit the master record details of all customers in the IC WEBCLIENT as needed.

The normal policy is that Agents will only modify master data for consumer accounts (consumer accounts being partner numbers within the 5000000000 range). 

There are times however, that they will accidentally edit master data for non-consumer accounts.

For this reason i would like to research a method to prohibit editing the customer master record for non-consumer account.

Kindly request you to provide me your thoughts that how do i handle this.

Regards,

Abhishek

Hi experts,

I have a requirement that customer want to "Prohibit editing of the customer master records for non-consumer account types in the IC WebClient".

current scenario:

Customer Service Agents currently have the ability to edit the master record details of customers in the IC WebClient as needed. 

The normal policy is that Agents will only modify master data for consumer accounts (consumer accounts being partner numbers within the 5000000000 range).  There are times however, that they will accidentally edit master data for dealer, or other non-consumer accounts.

For this reason, we want to prohibit editing of the customer master records for non-consumer account types in the IC WebClient.

Please provide your suggestion to solve this.

Note: we are using CRM 5.0 version

Regards,

Abhishek

Hi ERMS experts

I have problem whereby Emails are not routing to default Org Unit as configured

The responsible group is not automaticaly populated with Org Unit as configured when I see incoming email in Agent Inbox, instead its blank

This is what Ive done

New Org unit xx123456 has been created in PPOMA_CRM with email xyz at crm.net

SO28 - Added new address xyz at crm.net with ERMS recipient xyz at crm.net

CRMC_IC_AUIADDR - Defined receiving email xyz at crm.net

CRM_ERMS_WF_CUST - Org Unit xx123456 have been created assigned under TG 66100001.

ERMS1 WS 00200001 is setup with ERMS decision TS00207914. Org Unit and agents assigned over here

Event linkage has been activated

Service Manager profile has been defined accordingly. Our services are in the following order

1     SVC_PARAMS

5     FG_WEBFORM

10     RE_RULE_EXEC

50     UT_WORKITEMTEXT

70     AH_DEF_ROUTING

800     UT_ERMS_REPLICAT

Service ID RE_RULE_EXEC show default routing is pointing to Org xx123456

Rule modeler has been setup accordingly

Email xyz at crm.net to route to Org Unit XX123456

Generated rules under CRMD_ERMS_REGEN_RUL

When I check SWI1 dialog step for my work item, I see that ResponsibleNo has got no values

CRM_ERMS_LOGGING shows

Exception in method execute(CL_CRM_ERMS_SERVICE_MANAGER) : Service CL_CRM_ERMS_A

DD2FB_BP failed.  at: CL_CRM_ERMS_FG_WF=============CP : CL_CRM_ERMS_FG_WF======

=======CM001 : 23

Processing policy Z**_ERMS_ROUTE

Reading policy:Z**_ERMS_ROUTE,  context:ERMS, variant:DCE206C8F2347CF1841F000D5

6BC09CE

Processing rule container Route_serv ( E0046AB12300C8F183FE001E0B21D936 )

I went through John Burton's ERMS book as well as note 1143079 and a few threads on here, but cannot seem to resolve this

Pls assist me on this

Shamit

Hi gurus!

I wish to meet the urgent help precesso my client will involve the service of customers using scenarios B2C, B2B and employees simultaneously. I need help regarding the identification of accounts by receiving e-mail so that you can identify all kinds of customers using the same configuration as the profile MIX not include the identification of the employees.

Thanks a lot!

Rafael.

Hi Guys,

I create CRM Service Tickets from inbound mails via inbound processing on a CRM 5.0 System.

I want now to create a link between the inbound mail and the created ticket via doc_flow. I have heard that this should be possible.

I am using following code untill now:

 DATA:
ls_doc_flow TYPE crmt_doc_flow_wrk,
it_guid             TYPE crmt_object_guid_tab,
ls_doc_link TYPE crmt_doc_flow_extd.
ls_doc_flow-ref_guid = '4D3854CE43600EB0E1008000AC141439'. "GUID of Service-Ticket
ls_doc_flow-objkey_a = '4D3854CE43600EB0E1008000AC141439'.
ls_doc_flow-objtype_a = 'BUS2000116'. "eg. BUS2000116
ls_doc_flow-vona_kind = 'A'.
ls_doc_flow-objkey_b = '4D397B1E10EE0DB0E1008000AC141439'. "ObjektKey of eMail GUID
ls_doc_flow-objtype_b = 'CRM_MAIL'. "ObjektTyp of eMail(SOFM)
ls_doc_flow-brel_kind = 'A'.
ls_doc_flow-reltype = 'INTO'.
ls_doc_flow-related_guid = '4D3854CE43600EB0E1008000AC141439'.
insert ls_doc_flow-ref_guid INTO TABLE it_guid.
MOVE-CORRESPONDING ls_doc_flow TO ls_doc_link.
CALL FUNCTION 'CRM_DOC_FLOW_GET_RELATIONID_OB'
EXPORTING
is_doc_link = ls_doc_link
IMPORTING
ev_relationid = ls_doc_flow-relationid.
CALL FUNCTION 'CRM_DOC_FLOW_PUT_OB'
EXPORTING
is_doc_flow_wrk = ls_doc_flow
EXCEPTIONS
error_occurred = 1
OTHERS = 2.
IF sy-subrc = 0.
CALL FUNCTION 'CRM_DOC_FLOW_SAVE_OB'
EXPORTING
iv_header = ls_doc_flow-ref_guid
EXCEPTIONS
error_occurred = 1
OTHERS = 2.
ENDIF.

This code creates a link within the CRM Service Order but it's not linked to the mail. So I don't get to the mail if I double click on it.

I have also tried several objtypes like 'CRM_MAIL', all had the same behavoir.

Am I missing some customizing needed for object relations? Or have done something wrong in the coding?

Thanks and best regards

Abousi

Hi Gurus,

I have a requirement where the emails received in CRM server needs to be routed / pushed to BCM server. Then the BCM server routes the mail to the queues to available agents.

Please let me know if there are any technical steps involved in the above req. other than the configuration part.

I coudnt find any discussions regarding the same.

Regards,

Gs.

Moderation: Duplicated from this thread

Message was edited by: Joaquin Fornas

Hello everybody,

i have got following problem:

- I cant start the Document Template Designer from the WebUI. There is an error:

- But all settings shown in the Details of the popup are set up in the IE.

- The note 1018674 which is listed in the same popup is not helping.

- The web service which i have created before is also productive.

- I have set the WebUI to my Trusted Sites in the IE but it is also not working.

-I am able to start the Document Template Designer manually.

Any ideas why Active X is not working or why i cant launch the Template Designer?

Thanks a lot for you help!!

Regards,

Tobias

Dear Gurus,

Could anyone explain me how to access the dashboards uploaded using the ANALYTICSPRO Business Role, from the Navigation Bar in any other Business Role?

Can a Logical Link be defined to later create a Work Center in order to add it to the Navigation Bar?

We're using SAP CRM 7.0 EhP2

Thanks.

Hello Gurus:

We have a requirement to include a batch number on a complaint, specifically to have the field available for free replacement lines. (We are using the standard CRMC transaction.  I can see the field available in CRM_ORDERADM_I after the complaint gets created, but I can't figure out a way to add this to the screens.  I am very new to CRM, so I just may be missing something.  Is is possible to add this field to the Complaint?

For more information on the business need: the scenario is such, product 123 is batch managed and has expiration dates.  We have multiple batches in the warehouse, expiring at different times (batch A in 5 days, batch B in 10 days). A customer needs a replacement because the first shipment arrived damaged, but it takes 4 days for the product to arrive.  Our sales people want to specify to send batch B to this customer so the product has the maximum amount of shelf life at the customer.

Thank you,

Jay

1 Overview

This document is intended for technical consultants and provides information about integrating a new search attribute into the agent inbox (inbox), which is currently not included in the set of the available search attributes.

The new search attribute can only be supported by one inbox item type or by all inbox item types.

This guide is valid for releases SAP Enhancement Package 1 for SAP CRM 7.0 (CRM701) and higher.

2 Prerequisites

This document focuses on how to make the new search attribute available in the inbox. The BOL query implementation of the relevant inbox item type(s) must support this search attribute.

3 UI Integration

Following this step, the new search attribute is available in the inbox search views on the WebClient UI.

The following inbox search views are available:

• Standard search: ICCMP_INBOX/InboxSearch
• Advanced search: ICCMP_INBOX/InboxAdvancedSearch.

Your setup defines whether you want to make the new search attribute available in one or in both search views. The following steps indicate which steps are required for which search view.

3.1 Enhancement of Structure CRMST_AUINBOX_SEARCH

For the standard search the search is assigned to the query object BTQueryAUI, using the structure CRMST_AUINBOX_SEARCH.

For the advanced search the search is assigned to the dynamic query object BTAdvQueryAUI, using the structure CRMST_AUINBOX_ADVSEARCH. The structure CRMST_AUINBOX_ADVSEARCH includes the structure CRMST_AUINBOX_SEARCH.

This means that the same structure must be enhanced for both search views.

For the structure CRMST_AUINBOX_ADVSEARCH, create an append structure, such as ZADD_SEARCH_ATTR. Add the new search attribute to the append structure.

3.2 Make Search Attribute Available in Standard Search

The new field is available in the UI configuration as soon as it was added to the structure above.

If you do not require any input help or search help for this field, continue with the step Add the New Attribute to the UI Configuration. In this case, no UI enhancement of view ICCMP_INBOX/InboxSearch is required.

3.3 Make Search Attribute Available in Advanced Search

The new field is not automatically available in the UI configuration.

To make the new field available in the UI configuration, the design layer object must be adapted as follows:

• Go to Customizing for Customer Relationship Management under UI Framework – UI Framework Definition – Design Layer – Copy SAP Design Objects.
• Select the Object Type IC_INBOX
• Select the Design Object BTADVQUERYAUI
• Create a copy using the ‘Copy from SAP’ button. By copying the design object, the user-defined design object is automatically assigned to the views to which the SAP design object is assigned to.
• Use the ‘Go to Copies’ buttons to edit the user-defined design object.
• Adapt the user-defined design object: Add the new field to the list.

For more information about the design layer see SAP Help Portal at help.sap.com/crm -> <Choose release> -> Application Help-> WebClient UI Framework -> Design Layer.

3.4 Adding Input Help to the Search Attribute

If you want to provide an input help or a dropdown list for the new search attribute, more changes to the UI components are required, and the UI component must be enhanced.

For more information on framework enhancement see SAP Help Portal at help.sap.com/crm -> <Choose release> -> Application Help -> WebClient UI Framework -> Framework Enhancement.

The required implementation depends on the new search attribute and cannot be explained in this document. For more information on how to implement an input help and a dropdown list, see these documents: http://scn.sap.com/docs/DOC-5201& http://scn.sap.com/docs/DOC-5197

3.5 Add New Attribute to UI Configuration

To change the delivered UI configuration, a configuration must be created in the customer namespace. For more information see SAP Help Portal at help.sap.com/crm -> <Choose release> -> Application Help -> WebClient UI Framework -> UI Configuration Tool.

After completing the steps described above for the standard and the advanced search, the new field is available under Available Search Criteria and can be moved to Selected Search Criteria to make it available on the UI.

4 Search Integration 

After completing this step, the new search attribute is handled in the inbox search.

The search for different item types is triggered by the method GET_QUERY_RESULT (CL_CRM_AUI_QUERY_SERVICE).

During the search for an inbox item type, the system performs the following steps:

• Checks if the selected main category matches the inbox item type (generic)
• Performs the attribute validity check
• Maps the search attributes
• Calls the inbox BAdI method BEFORE_SEARCH (IF_EX_CRM_IC_INBOX_BADI)
• Performs checks (for example, valid object ID)
• Triggers the inbox item type BOL query
• Calls the inbox BAdI method AFTER_SEARCH ( IF_EX_CRM_IC_INBOX_BADI)
• Creates result entities (AUI entity or AUI result entity)
• Fills the sort table

To include a new search attribute in the existing inbox search, the following steps must be performed:

1. Enable the attribute validity check for new search attribute.
2. Optional: map the search attribute.
3. Extend the search structure that is specific to the inbox item type and extend the BOL query implementation.

4.1 Enable the Attribute Validity Check

This section is only relevant if the business function IC Inbox Extensions (CRM_IC_INBOX) has been activated. For more information about the business function IC Inbox Extensions, see SAP Help Portal at help.sap.com/crm -> <Choose release> -> Application Help -> Business Functions for SAP Customer Relationship Management -> Interaction Center -> IC Inbox Extensions.

The attribute validity check is a generic functionality that checks if the search attributes used are supported by the selected main categories. If a search attribute is not supported by a certain main category, the search for this main category is not performed. A corresponding error message is displayed in the search processing log. For more information about the search attribute validity check, see SAP Help Portal at help.sap.com/crm -> <Choose release> -> Application Help -> Interaction Center -> Interaction Center WebClient -> Agent Inbox in the Interaction Center WebClient -> Inbox Search.

If you do not enable the attribute validity check for the new search attribute, the system tries to process all searches for this search attribute even if the combination of search attribute and main category is not supported. This means that the searches could return unclear search results.

The attribute validity check is based on the system table CRMC_AUI_SEARCH. When adding a new search attribute, entries in table CRMC_AUI_SEARCH have to be made as follows:

• If the new search attribute is only introduced for specific inbox item types, an entry is required for the new search attribute and for all inbox item types that support the search attribute.
• If the new search attribute is introduced for all inbox item types, no entry in this table is required.

Since the table CRMC_AUI_SEARCH is a system table, making table entries is a modification.

4.2 Map the Search Attribute

For each inbox item type, method MAP_PARAM_<item_type> is available. In this method the search attributes from the UI (variable QUERY_PARAMS) are mapped to the corresponding search parameters of the BOL query. If the name of the new search attribute in the UI structure is different from the name in the BOL search structure, you must do the mapping. The parameters returned by this method are handed over to the BOL query in the respective methods GET_<item_type>_QUERY_RESULT.

Changing the logic in the method MAP_PARAM_<item_type> (CL_CRM_AUI_QUERY_SERVICE) is a modification.

If the business function IC Inbox Extensions (CRM_IC_INBOX) is not activated and the attribute validity check is not enabled, it can happen that the new search attribute is handed over to a BOL query that does not support the new search attribute. This has to be handled either in the method MAP_PARAM_<item_type> or in the respective BOL query implementation.

4.3 Extend the Search Structure that Is Specific to the Inbox Item Type and Extend the BOL Query Implementation

Each inbox item type uses its own BOL query that is called from GET_<item_type>_QUERY_RESULT (CL_CRM_AUI_QUERY_SERVICE).

The respective BOL query must be extended for each inbox item type that is to support the new search attribute. The new search attribute from the inbox UI must be passed to the relevant search API. Since this is specific to the inbox item type and to the search attribute, no more details are provided in this document.

The following table provides an overview of the different inbox item types and their BOL implementation:

Note that the lean search is only relevant if the business function IC and Communication-Enabled Business Processes (CRM_IC_CEBP) has been activated. For more information about the business function IC and Communication-Enabled Business Processes, see SAP Help Portal at help.sap.com/crm -> <Choose release> -> Application Help -> Business Functions for SAP Customer Relationship Management -> Interaction Center -> IC and Communication-Enabled Business Processes

5 Integration into Accelerated Search Based on SAP HANA

This section is only relevant if the business function IC Inbox Extensions and Acceleration (CRM_IC_INBOX_ACC) has been activated. For more information about business function IC Inbox Extensions and Acceleration, see SAP Help Portal at help.sap.com/crm -> <Choose release> -> Application Help -> Business Functions for SAP Customer Relationship Management -> Interaction Center -> IC Inbox Extensions and Acceleration.

After completing this step, the new search attribute is available in the SAP HANA content for the accelerated inbox search and can be used in the accelerated inbox search. If this step is not completed and other steps in this document have been completed, the non-accelerated search is always performed if the new search attribute is used.

Please note, if a new search attribute is added to the HANA Content, the attribute is also available as result attribute. To enable the attribute as result attribute in the inbox UI, see the document “How to Integrate New Result List Attributes to the Agent Inbox”.

5.1 Enhancing the SAP HANA Content for the Accelerated Inbox Search

The SAP HANA content for the accelerated inbox search is found in the package sap.crm.ic-aui. Each inbox item type provides an attribute view that contains the required search and result attributes. The calculation view CA_IC_INBOX combines all attribute views by mapping the attributes to a single set of attributes.

The following steps have to be performed to include a new search attribute in the SAP HANA content for the accelerated inbox search:

1. Copy the attribute view for the item type that you want to enable for the new search attribute.
2. Enhance the copy of the attribute view by adding the new search attribute to the output of the attribute view.
   If the new result list attribute is already part of the tables used in the attribute view, it must be added to the attribute view output. If not, the relevant table must first be replicated to SAP HANA and included in the attribute view.
3. Copy the calculation view CA_IC_INBOX. After copying the calculation view still contains a union of the standard attribute views. To replace one attribute view with your own view, you have to first add that view to the union and map all attributes of the new attribute view to the attributes of the calculation view must be done. After this task has been complete, you can delete the standard attribute view that was replaced by the new attribute view from the union.
   We recommend using the same name for the attribute in the attribute view and the calculation view as that used in the extended ABAP search structure. (See chapter 1.2.1). If the name in the calculation view has to be different from the name in the ABAP structure, provide the mapping using CL_CRM_AUI_SERVICE_EXT-> IF_CRM_AUI_HANA_UTIL~ADD_HANA_FIELD_MAPPING().
4. Activate the changed objects and test the new attribute in the calculation view using the SQL Editor.

For more information, see the following documentation:

• SAP Help Portal at help.sap.com/crm -> <Choose release> -> Application Help -> Interaction Center -> Interaction Center WebClient -> Accelerated Inbox Search -> SAP HANA Content for Accelerated Search and Setting Up the Accelerated Inbox Search
• SAP Help Portal at http://help.sap.com/hana_appliance#section5

5.2 Integrating the New SAP HANA Content into the Inbox Search

When you changed the name of the path or the calculation view in the previous step, you have to adapt the inbox acceleration profile for your business role.

Go to Customizing for Customer Relationship Management under Interaction Center WebClient – Agent Inbox – Define Inbox Acceleration Profiles.

In package enter the name of the path, in Calc. View enter the name of your calculation view.

Assign this profile to your business role.

5.3 Enhancing Business Transaction Table (Optional)

The SAP HANA Content for business transactions (attribute view AT_ORDER) is based on the business transaction table for accelerated search. For more information, see SAP Help Portal at help.sap.com/crm -> <Choose release> -> Application Help -> Interaction Center -> Interaction Center WebClient -> Agent Inbox -> Accelerated Inbox Search -> Business Transaction Table for Accelerated Search.

You can enhance the business transaction table with a new attribute and then include this attribute in the attribute view AT_ORDER instead of joining a different table inside the attribute view. The performance of the search might be better when using this option.

To enhance the business transaction table, the database table CRMD_AUI_BTIDX, the load report and the delta update of the table have to be enhanced:

1. Enhance table CRMD_AUI_BTIDX
   For the table CRMD_AUI_BTIDX, create an append structure, such as ZADD_SEARCH_ATTR_BTIDX. Add the new search attribute to the append structure.
2. To fill the new attribute in table CRMD_AUI_BTIDX, the initial load report and delta update logic has to be enhanced. This is done in method READ_HEADER (CL_CRM_AUI_BTIDX). We recommend to insert the coding for filling the new attribute at the very end of the method right before the APPEND statement. This is a modification.
   After doing this change, the initial load report CRM_AUI_BT_INDEX_INITIAL_LOAD can be run to fill the table including the new attribute.

6 Appendix

6.1 Relevant Business Functions

• Business function IC and Communication-Enabled Business Processes (CRM_IC_CEBP) for lean and asynchronous search
• Business function IC Inbox Extensions (CRM_IC_INBOX) for attribute validity check
• Business function IC Inbox Extensions and Acceleration (CRM_IC_INBOX_ACC) for accelerated search and dashboard

Dear All,

I am working on interactive scripting CRM 7 EHP2.

Currently when i try to drag answers/buttons from repository to editor nothing happens. Ideally it should display dragged fields but the entire area is Grey.

However when we drag items under questions(repository) to Question(editor) , values are accepted and displayed in the editor.

Any clues?

Thank you

Sweta

Dear all,

I'm trying to limit the Status options in the dropdown list of the Activity History. I'm using the component BT126S_APPT.

I've created a User Status Profile, and assigned it to the Transaction Type that I'm using. Also I've entered this Transaction Type in the Business Transaction Profile that is being used by my Business Role.

In order to ensure that it is not an authorization issue, I've also limited the Transaction Types for my user role profile.

All these changes have not helped to limit the options available in the field Status when I try to find an Activity through the Activity History.

I've tried using the fields STATUS_COMMON and STATUS.

Is there something I might be missing that should be configured in order to limit those options?

Thanks.

Francesc.

Dear All,

I am working on interactive script functionality, i want to update address of the confirmed Business partner in IC.

I am trying to drag buttons and Answers from repository area to Button Area and Answer Area,But there seems to be no action.

Any clue?

Thank you,

Sweta

Hi,

We have a user requirement where user require to open ERP order in Edit mode my default. We are using Lean order to create/ Display ERP order. Component ICCMP_ERP_ORDER and Target id IC_ERP.

I have also tried creating new inbound plug with object Action as Edit in work area componet repository for component ICCMP_ERP_ORDER with inboud plug as defeault and calling new inbound plug in navigation bar profile mapping plug.

Please sugget if it can done using config or we need to write code for the same.

Best Regards

Lalit